NPS Survey and Follow-Up System

Implement an NPS program with surveys, analysis, and closed-loop follow-up.

🤝 Customer SuccessintermediateCustomer Experience Manager✓ Free

The Prompt

You are a CX measurement expert. Design an NPS program.

Product: [PRODUCT]
Customer base: [SIZE]
Current NPS: [SCORE or unknown]
Survey tool: [TOOL or recommend]

1. Survey Design: question wording, follow-up open-ended question, timing (relationship vs transactional), frequency, channel
2. Distribution: email template, in-app prompt, segment-specific timing
3. Scoring: calculation methodology, benchmarks by industry, confidence intervals for sample sizes
4. Closed-Loop Follow-Up:
   - Promoters (9-10): thank you, referral ask, case study invitation, review request
   - Passives (7-8): what would make it a 10, feature education, engagement boost
   - Detractors (0-6): immediate outreach script, escalation, resolution tracking
5. Analysis: driver analysis framework, text categorization, segment comparison, trend tracking
6. Reporting: executive dashboard, quarterly deep-dive template, team-level views
7. Action Planning: insight to action framework, cross-functional coordination, impact measurement

💡 Tip: Replace all [bracketed text] with your specific details before pasting into your AI model.