Negative feedback recovery
Scenario: Family rates tour poorly and mentions unclear pricing.
System behavior: AI flags negative sentiment and pricing objection.
Result: Manager receives alert and a recovery task is created.
Tour feedback loop
Post-Tour Survey and Feedback Analysis
Post-tour surveys capture feedback while the experience is fresh, link responses to the guest card, and use AI to analyze sentiment, objections, and follow-up opportunities.
SMS / EmailAI sentimentGuest Card linkedCampaign follow-up
1. Feature Overview
After a tour, Journey can automatically send a survey by SMS or email. The response is stored on the guest card and can influence follow-up tasks, lead score, dashboards, and nurture campaign segmentation.
2. Workflow
flowchart TD
A[Tour Completed] --> B[Send Survey SMS/Email]
B --> C[Prospect Responds]
C --> D[Save Response to Guest Card]
D --> E[AI Sentiment + Theme Analysis]
E --> F{Feedback Type}
F -->|Positive| G[Suggest Next-Step Follow-up]
F -->|Negative| H[Alert Manager + Create Recovery Task]
F -->|Nurture| I[Update Marketing Segment]
G --> J[Dashboard + Reports]
H --> J
I --> K[MailChimp / Constant Contact Sync]
3. Survey Data
| Field | Purpose |
|---|---|
| Overall rating | Measure tour experience. |
| Staff helpfulness | Agent coaching and performance insight. |
| Community fit | Conversion and objection signal. |
| Interest in next step | Lead score and follow-up trigger. |
| Comment | AI sentiment, objections, and themes. |
4. AI Feedback Analysis
- Analyze ratings and comments.
- Detect positive/negative sentiment.
- Identify objections such as pricing, location, care fit, room availability, or staff experience.
- Summarize agent coaching themes.
- Recommend recovery follow-up for negative experiences.
- Update lead score where appropriate.
- Surface insights in Executive Dashboard and Prompt Reports.
5. Campaign and Newsletter Integration
Survey responses can support follow-up campaigns and newsletters through marketing integrations.
- Positive/high-interest responses can enter a next-step follow-up list.
- Not-ready responses can enter nurture segments.
- Negative feedback can trigger manager recovery workflow instead of marketing outreach.
- Tags/segments can sync to MailChimp or Constant Contact where supported.
6. User Cases
High-intent response
Scenario: Family says they loved the community and wants next steps.
System behavior: Lead score increases and follow-up task is recommended.
Result: Agent gets a timely conversion opportunity.
Nurture campaign trigger
Scenario: Family liked the tour but says they are 6 months away.
System behavior: Guest card is tagged for nurture.
Result: Contact can sync to a long-term nurture list.
7. Acceptance Criteria
- Survey sends after completed tour.
- Survey can be sent by SMS or email.
- Response is linked to guest card.
- AI analyzes sentiment and themes.
- Negative feedback creates alert/task.
- Survey insights are available for reports/dashboard.
- Survey response can influence marketing segmentation where supported.