survey/questionnaire

Good morning,

we would like to evaluate together the design of a survey/questionnaire system integrated into our Salesforce environment through Salesforce Surveys.

Operational context:  We are a tour operator and we manage travel bookings/practices within the Salesforce CRM, linked to our travel agency customers.

Requirement:  We would like to automate the sending of satisfaction questionnaires related to completed trips.

Operational/GDPR constraint:  We do not directly manage the personal data of the final customers of the travel agencies.  For this reason, the survey should not be sent directly to the final traveler, but to the travel agency (account) linked to the booking/practice, which will then independently forward the questionnaire to the final customer.

Desired workflow:

• the travel booking/practice is managed within Salesforce;
• the booking/practice is linked to the travel agency;
• when a specific event occurs (e.g. trip return date), a survey is automatically generated;
• the email containing the survey link is sent to the travel agency;
• the travel agency forwards the questionnaire to the final customer;
• the final customer completes the online form.

Objectives:

• centralized feedback collection;
• linking survey responses to the related booking/practice (field "pratica");
• reporting and dashboards;
• aggregated statistical analysis.

The analysis should be filterable at least by:

• destination;
• trip type;
• agency;
• period;
• travel product/line.

(all fields already available within the booking/practice)

We would like to understand:

• which Salesforce architecture you would recommend;
• how Salesforce Surveys and related automations should be structured;
• any licensing/limitations to consider;
• best practices to maintain GDPR compliance and separation from final customer personal data.

Thank you.   

@Salesforce Surveys