Smart surveys in PDP: less spam, more value
In PDP, we fine-tuned the automated sending of satisfaction surveys: now they go out after client acceptance is approved, but with smart filtering so CX doesn’t turn into digital spam.
In PDP, we fine-tuned the automated sending of satisfaction surveys: now they go out after client acceptance is approved, but not to everyone, with smart filtering. Because you know how it is: if you send a survey to every single person, that’s no longer CX, it’s digital spam from 2019
What we changed:
— send surveys only for certain room types
— exclude clients who have already responded
— take the client category into account right at the acceptance stage: VIP, wholesale, employee, relative, undesirable
And these are not just “labels for CRM”. Categorization affects record prioritization and manager assignment. In other words, the system doesn’t just collect feedback — it also helps route the client in a way that matches their context.
In practice, we built a targeted mechanism: less noise, higher response conversion, less manual routine for managers. We like these kinds of things: when automation actually works, instead of being there just “for show”.