Customer Feedback System

Recently, I was contacted by the GM of one of the F&B chains in Malaysia and Singapore. They have issues in managing their customer survey and feedback system. We discussed and determined that AppSheet + App Script is more than enough for their application, moreover, they have Google Workspace subscription which includes AppSheet licenses.

In the digital transformation journey, we will need to understand the customers’ requirements, the objectives, and the goals of the transformation project. The next thing to consider is the impact of the transformation project in terms of UI, usability, and how it impacts the users on their usual route or usual work.

Since it is just a small project, I began with the development and testing cycle by myself. Using Google Sheets as the baseline database allows customers to quickly perform analytics on the received surveys and feedbacks and with the dashboard within Google Sheets, customer could get an overall view of the ratings. Their data volumn is not so huge so creating and maintaining a new database is not nessasary.

I utilize Google App Script to obtain the data from various sources such as email, Google Forms, and websites. From there, an AppSheet is built for the Customer Support team to aasign and handle all the enquiries, feedback and survey. The best part of this automation is we utilize Google Gemini to help and assign the case category to make sure that only relevant information, enquiries or feedback is shown to the customer support team. Through this, we can also utilize AI to perform sentiment analysis and provide ratings to customers feedback and survey to reflect the food and services provided.

Here are some the screenshots of the application, looking forward to sharing with you the next project!