Post-Interaction Surveys: Low Scores Alerts

At a Glance

Low Scores Alerts notify you by email when post-interaction survey respondents report a negative experience. You receive a weekly summary of all responses that scored 2 or below on any scale question, so you can review details and follow up promptly. To start receiving alerts, enable the subscription in your account settings.

Subscribe to Low Scores Alerts

To receive Low Scores Alerts, you need to enable the email subscription in your Zencity account.

1. Navigate to Settings > Subscriptions.
2. Locate the Post Interaction Subscription section.
3. Find the row labeled Post Interaction Surveys Low Scores Alerts.
4. Check the Email checkbox to enable the subscription.

Once enabled, you will receive a weekly email every Monday at 8 AM. This schedule is fixed and cannot be changed by individual users.

To stop receiving alerts, return to the same page and uncheck the Email checkbox.

What Triggers an Alert

The system evaluates all post-interaction survey responses collected during the previous week. A response is included in the alert if it contains a score of 2 or below on any scale question in the survey.

By default, all scale questions in the survey are monitored. The specific questions monitored and the score threshold are configured by the Zencity team. If you need to adjust which questions are monitored or change the threshold, contact your Customer Success Manager (CSM).

What the Alert Email Contains

The email subject line follows this format: Low Satisfaction Alert — [Your Organization] — [Count] low scores at/under [Threshold].

When Low-Score Responses Exist

The email includes a summary of which survey aspects triggered alerts and how many responses were flagged in each. Below the summary, a table displays up to 10 individual responses. Each row in the table includes the following information:

If a single response has multiple questions that scored at or below the threshold, all qualifying questions appear as separate lines within the same row.

Responses are sorted by severity (lowest score first), then by recency.

More Than 10 Responses

If more than 10 responses meet the threshold in a given week, the email displays the first 10 in the table and includes a count of the remaining responses. A Download CSV link is provided to access the complete dataset, including all flagged responses.

When No Low-Score Responses Exist

If no survey responses scored at or below the threshold during the previous week, you will still receive an email. The email notifies you that there are no low-score responses for that period.

Acting on an Alert

Each response row in the email includes a View response link. Clicking this link opens the specific survey response in the Zencity app, where you can review the full submission details.

Use the Ticket ID to locate the corresponding case in your service system (e.g., 311 or permitting platform) and initiate any follow-up with the resident or the staff member involved.

Configuration and Customization

The following settings are managed by the Zencity team and are not adjustable by individual users:

To request changes to any of these settings, contact your Customer Success Manager (CSM).

Important Notes

1. Alerts are delivered by email only. Slack and Teams delivery is not currently available for this feature.
2. The weekly schedule (Monday at 8 AM) is fixed for all subscribers and cannot be changed on a per-user basis.
3. The View response link in the email requires you to be logged in to the Zencity app. If you are not authenticated, you will be prompted to log in before accessing the response.
4. Comment snippets are limited to 200 characters. Email addresses and phone numbers within comments are automatically replaced with “[redacted]” to protect respondent privacy.
5. If a response triggers multiple monitored questions, it appears once in the email with all qualifying questions listed within the same row.