Post-Purchase NPS and CSAT Survey Dispatch

What this automation does, step by step

1. Three days after an order ships or a service ticket closes, the CRM automatically triggers a short NPS survey through Delighted, asking customers to rate their experience on a 0 to 10 scale with one open-ended follow-up question.

2. Detractors (scores of 6 or below) get flagged instantly, and Zapier creates a high-priority task in the CRM assigned to the customer experience team along with a Slack alert so someone reaches out within the hour instead of days later.

3. Promoters (9s and 10s) are automatically routed into a separate Mailchimp segment inviting them to leave a public review or join a referral program.

4. Every response, score, and comment logs into a Google Sheets dashboard for trend tracking.

5. Companies running this loop typically catch and resolve two to three times more at-risk accounts before they churn, while turning happy customers into public advocates within the same week.