A multi-channel survey engine for a travel ecosystem
A survey distribution and analytics platform integrated with hotels, visas, schools, and flight apps. Triggers on user activity, distributes via mobile push, web, email, and SMS, and rolls up into a strategic-decision dashboard.
The brief
The Direct ecosystem wanted to ask its users questions at the right moment — after a booking, after a class, after a flight — without sending the same query through six different tools. We built a single survey platform that listens to every product’s events, picks the right channel per user, and reports back into a strategic dashboard.
What we built
- Event-driven trigger engine — products fire domain events (“booking.completed”, “class.attended”), the survey engine matches them against rules and schedules deliveries.
- Multi-channel distribution — mobile push, web (in-app modal), email, SMS, and WhatsApp. Channel selection per user with fallback chains.
- Inertia.js frontend for the survey designer (logic branching, conditional questions, language variants) and the analytics dashboard.
- Webhook ingress for products that don’t sit on the same event bus.
- Reporting + analytics with cohort breakdowns, response-rate funnels, and free-text classification (later wired into the LLM pipeline).
Outcome
The team consolidated five ad-hoc survey tools into one, doubled response rates by switching defaults to WhatsApp, and gained a single dashboard that exec stakeholders actually look at.
Have a project like this?
Tell us about it. We respond within one working day with a written estimate or a calendar link.