Automate Post-Delivery CSAT with n8n, Gmail & Google Sheets

Transform your post-delivery customer experience with this comprehensive n8n automation that sends CSAT surveys after delivery, tracks responses in Google Sheets, and instantly alerts your team when customers report low satisfaction scores.

What This Workflow Does

This automation creates a complete post-delivery customer feedback system using two interconnected pipelines. When a delivery webhook confirms "delivered" status, the workflow validates the event, extracts customer details, and prevents duplicate survey sends. After a configurable delay, it automatically sends personalized CSAT survey emails via Gmail and logs every interaction in Google Sheets for comprehensive tracking.

The second pipeline processes incoming CSAT responses by validating data, mapping responses to correct orders, and updating your tracking sheet. The system intelligently classifies satisfaction into Low, Neutral, or High categories. When customers submit low ratings, it immediately triggers internal Gmail alerts to your support team for rapid response.

Use Cases

• E-commerce businesses wanting automated post-delivery feedback collection to improve customer satisfaction
• SaaS companies tracking delivery success rates and customer experience metrics
• Support teams needing instant alerts for unsatisfied customers to enable quick recovery actions
• Operations managers requiring centralized CSAT data in Google Sheets for reporting and analysis

Technical Details

This n8n workflow leverages multiple specialized nodes including IF nodes for conditional logic, Set nodes for data transformation, Code nodes for custom processing, Wait nodes for delivery delays, Gmail integration for email automation, and Switch nodes for satisfaction classification. The system integrates seamlessly with Google Sheets OAuth for data storage and Typeform for professional survey presentation.

Setup requires configuring webhook URLs for delivery notifications and CSAT responses, connecting Google Sheets OAuth credentials, setting up Gmail authentication, and replacing placeholder Typeform links with your actual survey URLs. The workflow prevents duplicate surveys and maintains complete audit trails of all customer interactions.