Customer Satisfaction & Feedback — business view

1. Business Summary

Sends post-delivery satisfaction surveys, captures ratings/feedback, updates contact and account scores, alerts AMs on issues, and supports unsubscribe.

2. Business Value

Quality measurement and remediation; renewal/up-sell signal.

3. Users / Stakeholders

Clients, AMs, brand managers, QA.

4. Workflows

• Cron decides eligibility (job completion, account opt-in).
• Email with token link sent to client.
• Client fills out the rating; logged into satisfaction records and recursively into contact/account aggregates.

5. Sub-Features

• Per-account mail-send option.
• Per-response satisfaction record.
• Feedback typology and case-action linkage.
• Rating aggregation.

6. Business Rules

• Tokens unique per send.
• Unsubscribe respected.
• Ratings cascade to contact/account aggregates.

7. Data Entities

Contact Satisfaction (and log), Feedback / Type / Case Status / Case Action, Rating, Satisfaction Mail Send Option.

8. Entry Points

• Satisfaction/rating screens; cron in common crons.

9. Inputs & Outputs

• Inputs: completed jobs, contact, link, rating.
• Outputs: scores, alerts, logs.

10. Integrations

• Email; CRM.

11. Calculations / Logic

• Aggregation of contact/account scores.

12. Status Lifecycle

• Sent / responded / unsubscribed / expired.

13. Permissions

• Public link access for response; internal scoring restricted.

14. Reports & KPIs

• NPS, response rate, brand-level scores.

15. Risks & Observations

• Email deliverability/spam risk.
• Token reuse if not invalidated.

16. Source Code Evidence

• app/Controller/SatisfactionController.php, RatingController.php.