The AAA customer satisfaction survey process uses 2 different methods to invite customers to participate in the survey process.
1. If an email address for a customers is provided, 2 emails can will be sent inviting the customer to participate in the survey. If the customer responds to the first survey invitation the second email request is not sent. If the customer responds to either email invitation, no additional invitations (email, text and phone) are sent.
2. If the customer does not respond to an email invitation or no email address is provided, and a text (short message service) capable phone number is provided, 2 text messages can be sent. If the customer responds to the first text invitation, the second text message is not sent and no phone call will be placed as well.
3. If there is no response to either the email or the text survey invitation, up to 3 phone calls can be placed. If the customer responds to the first or second call no additional call(s) are placed.
The below business rules apply to all satisfaction surveys.