Automated NPS & Customer Feedback System

Post-rental feedback is only useful if it is collected consistently and can be acted on. Manually sending survey emails is easy to miss, while responses spread across inboxes or spreadsheets make it difficult to understand customer sentiment, compare results, or spot recurring problems.

I built a custom Net Promoter Score workflow that triggers a survey email after a rental is returned. Customers can submit a rating and written feedback through a simple form. Each response is saved centrally and displayed in a dashboard showing the current NPS score, promoter/passive/detractor split, key metrics, filters and individual feedback records.

The system removes the need for someone to remember to send surveys and creates a reliable, repeatable feedback process. Instead of feedback being scattered or overlooked, the business has one place to review customer sentiment and use it to improve the rental experience.