Send post-delivery CSAT surveys and log responses with Gmail, Google Sheets and Typeform

Post-Delivery CSAT Automation System

> n8n + Gmail + Google Sheets + Typeform

This n8n workflow automates the entire post-delivery customer feedback loop. It sends a survey email after delivery, logs it in Google Sheets, captures CSAT responses, updates records and alerts your team instantly for low ratings.

Quick Implementation Steps

Login to your n8n account. Import the workflow JSON into n8n
Configure Webhook URLs (Delivery + CSAT response)
Connect Google Sheets OAuth and set correct sheet
Configure Gmail credentials for sending emails
Replace the Typeform placeholder link with your real survey URL
Activate workflow and test with sample data

What It Does

This workflow builds a complete post-delivery customer experience system using two connected pipelines.

The first pipeline starts when a delivery webhook receives a “delivered” status. It validates the event, extracts customer details, prevents duplicate survey sends, waits for a defined delay and sends a personalized CSAT survey email. Every sent survey is logged into Google Sheets for tracking and analytics.

The second pipeline handles incoming CSAT responses. It validates the data, maps it to the correct order, updates the sheet and classifies customer satisfaction into Low, Neutral or High categories. If a customer gives a low rating, the system instantly triggers an internal alert via Gmail, enabling quick action.

Who It's For

eCommerce businesses handling deliveries
Customer Experience (CX) teams
Operations and support teams
Startups wanting automated feedback loops
Agencies building automation systems for clients

Requirements

Before using this workflow, ensure you have:

n8n account (self-hosted or cloud) Google Sheets account with a structured sheet: order_id, email, sent_at, survey_link, csat_score, feedback Gmail account with OAuth configured in n8n Webhook source (delivery system / backend / logistics tool) Typeform (or any survey tool) with a working form URL Basic understanding of n8n nodes and credentials

How It Works & Set Up

Workflow Breakdown

This system consists of two workflows combined into one automation pipeline:

1. Delivery → Survey Workflow

Webhook receives delivery event
Filters only “delivered” + valid email
Extracts order details
Checks Google Sheets for duplicate survey
If not sent: Waits 4 hours
Sends survey email
Logs the event in Google Sheets

2. CSAT Response Workflow

Webhook receives survey response
Validates required fields
Finds matching order in Google Sheets
Updates CSAT score + feedback
Classifies response: Low (≤2) → Sends alert email
Neutral (3) → Stored only
High (≥4) → Stored only

Setup Instructions

Step 1: Configure Webhooks

Delivery Webhook: /delivery-webhook CSAT Webhook: /csat-response Connect these to your backend or survey tool

Step 2: Google Sheets Setup

Create a sheet with columns:

order_id | email | sent_at | survey_link | csat_score | feedback

Connect via OAuth in n8n

Step 3: Gmail Configuration

Add Gmail OAuth credentials Use for: Survey email sending Low CSAT alerts

Step 4: Replace Typeform Link

Update this placeholder with your real survey URL:

https://form.typeform.com/to/abc123?order_id=

Step 5: Test Workflow

Send sample delivery webhook Submit sample CSAT response Verify: Email delivery Sheet updates Alert trigger

Step 6: Activate Workflow

Turn on workflow in n8n Monitor executions

How To Customize Nodes

Delay Node**

Adjust wait time (currently 4 hours)

Email Content Node**

Modify subject, tone, branding (Webline India)

CSAT Classification Engine**

Change scoring logic (e.g., NPS style)

Google Sheets Node**

Add more columns like product, region, etc.

Alert Node (Gmail)**

Replace with Slack, WhatsApp or CRM integrations

Add-ons (Extend Functionality)

You can enhance this workflow with:

Slack alerts for low CSAT
WhatsApp notifications for instant escalation
Dashboard (Google Data Studio / Power BI)
Auto-ticket creation in Zendesk/Freshdesk
High CSAT → send thank-you or referral email
AI sentiment analysis on feedback

Use Case Examples

Post-delivery feedback automation for eCommerce
Logistics experience tracking
SaaS onboarding feedback collection
Customer satisfaction monitoring system
Service-based business feedback loop

And many more variations depending on your business model

Troubleshooting Guide

| Issue | Possible Cause | Solution | |------|--------------|---------| | Survey email not sent | Condition failed (not delivered) | Check webhook payload status | | Duplicate surveys sent | Sheet lookup failed | Verify order_id mapping | | CSAT not updating | Sheet match not found | Ensure order exists before response | | Gmail not sending | OAuth issue | Reconnect Gmail credentials | | No alert for low CSAT | Switch condition mismatch | Verify classification logic | | Webhook not triggering | Incorrect URL | Recheck webhook path |

Need Help?

If you need help setting up this workflow, customizing it or adding advanced features like Slack alerts, dashboards or AI-powered insights then our n8n workflow developers at WeblineIndia can assist you.

We specialize in building scalable automation systems, workflow optimization and custom integrations tailored to your business.

Reach out to get:

Custom workflow development
Advanced automation consulting
End-to-end system integration