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Customer Satisfaction Survey System

Project Overview

This project involves developing an intranet solution within Destinet for managing customer satisfaction surveys for both buyers and sellers of residential properties.

The system will automatically trigger surveys when a property is marked as sold in Vitec/Next, and provide a comprehensive dashboard for analyzing survey responses.

Core Functionality

Survey Distribution

Trigger Mechanism

  • When a residential property is marked with a handover date (overtagelse) in Vitec/Next, two separate surveys are automatically sent out:
    • One to the seller
    • One to the buyer
  • Surveys are sent 1 day after the handover date

Automated Reminders

  • Automatic reminder emails are sent to recipients who have not responded
  • Reminder schedule: 3, 7, 14, and 30 days after initial send
  • Reminders stop when recipient completes the survey

Response Notifications

  • When a recipient submits a survey, notifications are sent to:
    • The associated real estate agent
    • System administrators

Survey Management

Customizable Surveys

  • Two distinct survey forms (seller and buyer)
  • Customer (admin) has full editing capabilities for survey content and structure
  • Self-service survey builder interface

Agent Rating & Testimonials

  • Survey includes agent rating functionality
  • Optional testimonial/reference statement section
  • When testimonial is submitted:
    • Notification sent to agent and admin
    • Email-based approval workflow
    • Approved testimonials can be published directly to the website

User Roles & Permissions

Admin Role

  • Full access to all data and functions
  • Survey editor capabilities
  • Access to all dashboards and reports
  • User management

Agent Role

  • Access to own performance data
  • View surveys related to own transactions
  • Limited dashboard views (personal metrics)
  • Access to testimonials about themselves

Dashboard & Analytics

The intranet will serve as a comprehensive dashboard displaying survey data and metrics. Initial version will start with simplified features, with the following capabilities planned:

Key Metrics

  • Overall KTI (Customer Satisfaction Index) scores
  • Response rates
  • Number of surveys sent vs. completed
  • Trend analysis over time

Visualizations

  • Various chart types (bar charts, line graphs, pie charts)
  • Score distributions
  • Time-based trend graphs

Reporting Views

  • Top 10 lists (agents, offices, etc.)
  • Performance breakdown by office
  • Performance breakdown by individual agent
  • Detailed response data tables
  • Survey response details with filtering capabilities

Data Export

  • Export survey results to Excel format
  • Export functionality available from the results list view
  • Exported data includes:
    • Survey responses
    • Response dates and timestamps
    • Agent information
    • Property/transaction details
    • Ratings and scores
    • Comments and testimonials
  • Filterable exports (export filtered results based on current view/filters)

Reference System

The current solution (PROAKTIV) serves as the reference for dashboard functionality. The existing system includes:

  • Overview dashboard: Displays key metrics including KTI scores, response rates, sent surveys, top performer lists, and development trends over time
  • KTI overview: Shows detailed scores, response rates, score distribution by referral category, ambassador distribution, and answer distribution visualizations
  • Detailed breakdowns: Comprehensive horizontal stacked bar charts showing answer distributions across multiple survey questions
  • Performance tables: Detailed tables showing seller/buyer/project KTI scores by project and agent
  • Transaction details: Granular view of individual transactions with names, agents, dates, scores, categories, and comment indicators

Note: Reference screenshots are available separately due to privacy considerations. The new system will start with a simplified version of these features, with the ability to expand based on requirements and budget.

Implementation Approaches

Two primary approaches are available for implementing the survey functionality:

Option 1: Custom Survey Development

A fully custom-built solution where all survey functionality is developed in-house within the Destinet intranet.

Technical Integration

Vitec/Next Integration

  • Webhook or event listener to detect when property status changes to "sold"
  • Extract buyer and seller contact information
  • Retrieve associated agent information
  • Maintain link between survey responses and property transactions

Email System

  • Automated email sending for survey distribution
  • Reminder email scheduling and management
  • Notification emails to agents and admins
  • Approval workflow emails for testimonials

Data Storage

  • Survey templates and configurations
  • Survey responses and completion status
  • Reminder schedules and sent status
  • Agent ratings and testimonials
  • Approval status for testimonials

Advantages

  • Full control over user experience and design
  • Complete data ownership and storage
  • No ongoing third-party subscription costs
  • Unlimited customization possibilities
  • No external dependencies

Disadvantages

  • Higher initial development cost
  • Longer development time
  • Requires ongoing maintenance and updates
  • Need to build and test all form functionality from scratch

Option 2: Typeform Integration

Leverage Typeform as the survey platform with custom integration to the Destinet intranet.

Technical Integration

Typeform API & Webhooks

  • Use Typeform's Webhooks API to receive survey responses in real-time
  • Webhook sends JSON payload via HTTP POST to Destinet intranet when survey is completed
  • Response data includes all form fields, submission time, and metadata
  • Typeform handles form rendering, validation, and user experience
  • Support for both complete and partial responses

Destinet Intranet Responsibilities

  • Monitor Vitec/Next for sold properties (same as Option 1)
  • Generate and send personalized Typeform survey links via email to buyers/sellers
  • Receive and process webhook data from Typeform
  • Store survey responses and link to transactions
  • Manage reminder scheduling (Typeform does not handle reminders)
  • Send notifications to agents and admins
  • Handle testimonial approval workflow
  • Dashboard and analytics using data received from Typeform

Typeform Configuration

  • Create two separate forms (buyer and seller surveys)
  • Configure webhooks to point to Destinet intranet endpoints
  • Set up webhook security using payload signing
  • Use Typeform's Create API to programmatically update forms if needed
  • Utilize Typeform's Responses API for on-demand data retrieval if needed

API Details

  • Base URL: https://api.typeform.com/
  • Rate Limit: 2 requests per second per account
  • Webhook retry policy: 2-3 minute intervals for 10 hours on certain failures
  • Response timeout: 30 seconds
  • Supports HTTPS and payload signing for security

Advantages

  • Professional, proven survey interface
  • Faster implementation time
  • Built-in mobile responsiveness
  • Excellent user experience out of the box
  • Reduced maintenance burden
  • Lower initial development cost
  • Easy for admins to edit surveys using Typeform's interface

Disadvantages

  • Ongoing subscription costs (per account or per response)
  • Less control over survey user experience
  • Dependency on third-party service availability
  • Data temporarily stored with third party
  • Limited customization compared to fully custom solution
  • Need to stay within Typeform's feature set and limitations

Option 3: No-code/Low-code Solution (Zapier + Form Service)

A fully external solution using automation platforms and third-party services, with minimal or no custom development within Destinet.

Technical Architecture

Component Stack

  1. Form Service (Typeform, Google Forms, JotForm, etc.)

    • Handles the actual survey interface and user experience

  2. Zapier (Automation Layer)

    • Automates workflow between systems
    • Sends out survey forms when property is marked with handover date
    • Manages reminder scheduling
    • Sends notifications to agents and admins

  3. Data Storage (Required)

    • Google Sheets
    • Airtable
    • Microsoft Excel Online / SharePoint
    • Dedicated database service

  4. Dashboard/Reporting (Required)

    • Google Looker Studio (if using Google Sheets)
    • Power BI (if using Microsoft stack)
    • Airtable views (limited functionality)
    • Custom web-app that reads from the data storage

Integration Flow

  • Vitec/Next webhook → Zapier → Trigger survey send
  • Form completion → Zapier → Store data + Send notifications
  • Reminder logic → Zapier scheduled workflows
  • Dashboard pulls data from storage layer for visualization

Advantages

  • Fastest initial setup
  • Visual workflow editor (easier for non-developers to modify)
  • No backend code to write or maintain
  • Can swap components relatively easily
  • Good for proof-of-concept or pilot projects

Disadvantages

  • No built-in intranet: Zapier doesn't create authenticated dashboards with role-based access
  • Complexity: Multiple different services that must communicate correctly
  • Limited control: Dependent on what each service supports
  • Role/security management: Difficult to implement admin vs. agent access levels
  • Ongoing costs: Zapier subscription + form service + potentially dashboard tool
  • Vitec integration: Still requires webhook/API setup from Vitec to Zapier
  • Fragmented system: Data and logic spread across multiple platforms
  • Debugging challenges: Issues can occur at any integration point
  • Scalability concerns: May become cumbersome as requirements grow

Assessment

While this approach offers rapid deployment, it is likely outside Destinet's current priorities due to:

  • The need for a proper intranet with role-based access control
  • Requirement for sophisticated dashboard and analytics capabilities
  • Long-term maintenance and scalability considerations
  • Desire for integrated solution within the Destinet ecosystem

This option may be suitable for a quick pilot or proof-of-concept, but the fragmented nature and ongoing complexity make it less viable for a production system that needs to scale and integrate with existing Destinet infrastructure.

Recommendation

The choice between these approaches depends on:

  • Timeline and budget: No-code fastest (Zapier), then Typeform integration, then Custom
  • Control requirements: Full control (Custom) vs. ease of use (Typeform) vs. fragmented (Zapier)
  • Maintenance capacity: In-house maintenance (Custom) vs. managed service (Typeform) vs. multiple services (Zapier)
  • Strategic fit: Integration with Destinet ecosystem (Custom/Typeform) vs. standalone solution (Zapier)

Project Goals

  1. Automate the customer satisfaction survey process
  2. Provide real-time insights into customer satisfaction metrics
  3. Enable data-driven decision making for management
  4. Give agents visibility into their performance
  5. Collect and manage customer testimonials for marketing purposes
  6. Reduce manual administrative work
  7. Improve response rates through automated reminders