SurveyMonkey Detractor Recovery Workflow

Overview

This solution turns negative SurveyMonkey feedback into structured, SLA-tracked service recovery. When a survey response scores below a configurable detractor threshold, the Intake flow opens a recovery case in Dataverse, alerts the account-owner Teams channel, and emails the respondent a personal follow-up (when an email was collected). A second scheduled SLA Monitor flow watches for cases that pass their SLA due date and escalates them.

Why it matters: A detractor is most recoverable right after they complain. Automating case creation, owner alerting and SLA escalation closes the loop fast instead of leaving feedback to sit in a dashboard.

Built as two flows + one Dataverse table in one solution. Both flows ship Off; going live requires only connection authorization and environment-variable values.

Use Case

A CX / Operations team wants low-scoring survey responses to automatically become tracked recovery cases, each with an owner alert, a personal respondent follow-up, and an SLA that auto-escalates if the case is not resolved in time.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
SurveyMonkey	shared_surveymonkey	OnNewResponseAddedSurvey
Microsoft Dataverse	shared_commondataserviceforapps	CreateRecord ListRecords UpdateRecord
Microsoft Teams	shared_teams	PostMessageToConversation
Office 365 Outlook	shared_office365

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Threshold

Adjust flowlibs_DetractorScoreThreshold (e.g. 7 for NPS detractors 0-6, or a CSAT cutoff).

SLA window

Change flowlibs_SLADefaultThresholdHours; new cases pick it up automatically.

Owner routing

Match the respondent email to an account/contact to route to the right owner channel.

Closure + win-back

Add a status of Closed and a goodwill follow-up email on resolution; the SLA Monitor only acts on Open cases.

Root cause

Store the verbatim theme on the case for trend reporting.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@less(variables('varResponseScore'), variables('varScoreThreshold'))

@int(coalesce(triggerOutputs()?['body/custom_value'],'10'))

@addHours(utcNow(), variables('varSlaHours'))

@concat('flowlibs_casestatus eq ''Open'' and flowlibs_sladuedate lt ', utcNow())

@not(equals(variables('varRespondentEmail'),''))

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