Customer Satisfaction & Feedback

1. Business Summary

Sends satisfaction surveys post-delivery, collects ratings/feedback, updates contact/account scores, alerts AMs on issues; 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, satisfaction option per account).
• Email with token link sent.
• Client fills out rating; logged in ContactSatisfaction and recursively into Contact/Account scores.

5. Sub-Features

• SatisfactionMailSendOption per account.
• ContactSatisfaction (per response).
• Feedback / FeedbacksType / FeedbacksCasesAction / FeedbacksCasesStatus.
• Rating aggregation.

6. Business Rules

• Tokens unique per send.
• Unsubscribe respected.
• Rating cascades to contact/account aggregates.

7. Data Entities

ContactSatisfaction, ContactSatisfactionLog, Feedback, FeedbacksType, FeedbacksCasesStatus, FeedbacksCasesAction, Rating, SatisfactionMailSendOption.

8. Entry Points

• satisfaction/*, rating/*.
• Cron in CommonCronsController.

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; 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 (~726 LOC).
• app/Controller/RatingController.php.
• app/Plugin/crm/Model/ContactSatisfaction.php.