NPS Survey Follow-Up Automation Blueprint
Send NPS surveys at the right time, alert CSMs to Detractors instantly, and turn Promoters into advocates. Feedback that drives action, not reports.
Workflow blueprint
Customer completes an NPS survey or quarterly NPS campaign launches
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Survey distribution
AI Agent GmailSend NPS survey to customers at defined touchpoints: post-onboarding, quarterly, and post-support.
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Response collection
Human Google FormsCustomer rates 0-10 and optionally provides a comment.
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Score categorization
AI Agent Google SheetsCategorize responses: Promoters (9-10), Passives (7-8), Detractors (0-6).
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Detractor alert
AI Agent SlackImmediately notify the assigned CSM when a Detractor response comes in with the score and comment.
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Follow-up call
HumanCSM contacts the Detractor within 24 hours to understand the concern and offer resolution.
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Promoter request
AI Agent GmailSend Promoters a thank-you email with a request for a Google review or case study participation.
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Trend reporting
AI Agent Google SheetsCalculate overall NPS score, track trends by segment, and generate quarterly reports.
Detractors contacted within 24 hours. 30% of Promoters leave a public review or join a case study.
Smart Distribution
Surveys go out at the right touchpoints: post-onboarding, quarterly, and after major interactions.
Instant Detractor Alerts
Detractor responses trigger immediate CSM notification with full context.
Promoter Engagement
Happy customers are asked for reviews, referrals, and case study participation.
NPS Tracking
Track your overall NPS score and segment-level trends over time.
Comment Analysis
Open-ended feedback is categorized by theme to surface common concerns.
Quarterly Reports
Leadership gets a quarterly NPS report with score trends and key themes.
FAQ
How often should I survey customers?
Best practice is quarterly for relationship NPS and after key events (onboarding, support resolution) for transactional NPS. Avoid survey fatigue.
Can I customize the survey beyond the NPS question?
Yes. The standard NPS question can be followed by 1-3 additional questions relevant to your business.
What if a Detractor does not respond to follow-up?
The CSM gets a reminder at 48 hours. If still no contact after 72 hours, the account is flagged for manager attention.
Can Promoter requests be automated differently by segment?
Yes. Enterprise Promoters might be asked for case studies while SMB Promoters might be asked for Google reviews.
Turn feedback into growth
Rescue Detractors fast, and convert Promoters into advocates.