💬 Customer Service
NPS Survey & Automated Follow-Up Flows
Design an NPS survey plus branching follow-up sequences for promoters (referral ask), passives (feature request), and detractors (rescue call). Turns feedback into action.
What This Prompt Does
You are a customer success strategist. Design an NPS survey + follow-up automation for [PRODUCT/SERVICE].
Context:
- Who should receive this: [After purchase / After X-day trial / After support ticket resolution]
- Company NPS target: [e.g., 50+ / industry benchmark: ___]
- Goal: Identify and retain at-risk customers
Deliverables:
1. NPS survey template:
- Email subject line
- Opening line (why you're asking)
- NPS question: "How likely are you to recommend us? (0-10 scale)"
- Open-ended follow-up: "What's the main reason for your score?"
2. Follow-up flows (branching on their response):
If Promoters (9-10):
- Email: Thank you + ask for referral
- CTA: "Know someone who'd benefit? Share your referral link."
If Passives (7-8):
- Email: "What would make us a 10?"
- CTA: Feature request form or upgrade offer
If Detractors (0-6):
- Email: "Sorry to hear. Can we help?"
- CTA: Schedule support call with [TEAM MEMBER]
3. Timing:
- Send survey: [Day/hour of week, time zone]
- Follow-up: [If no response after 3 days, send reminder]
Format: Ready to implement in email automation tool (Klaviyo, Mailchimp, HubSpot, etc.)
Expected Output
**NPS Survey Email**
Subject: "Quick question about your experience with [Product]"
Hi [Name],
We're building [Product] for people like you, and your honest take matters more than anything. Takes 60 seconds.
On a scale of 0-10: *How likely are you to recommend [Product] to a colleague?*
[0][1][2][3][4][5][6][7][8][9][10]
What's the main reason for your score? _______________
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**Promoter Flow (9-10):**
"You made our day, [Name]. Would you be willing to tell one person? Here's a referral link that gives them 20% off and gives you a $50 credit: [LINK]"
**Detractor Flow (0-6):**
"Thanks ...