Net Promoter Score Follow-Up System
Turn scores into actions.
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Design a follow-up system for NPS-style surveys. Survey timing and audience: [SURVEY_TIMING_AND_AUDIENCE]. Response data (scores and comments): [RESPONSE_DATA]. Team capacity: [TEAM_CAPACITY]. Compute NPS from my data (percent promoters minus percent detractors) with arithmetic and the number of responses, noting that small samples produce wide uncertainty. Segment results by customer type or tenure if the data allows. Produce: a close-the-loop process with response times (detractors contacted within 2 business days by a named role, passives thanked and asked one question, promoters invited to give a review or referral only if appropriate); scripts for each (60 words); coding of comments into themes with counts and quotes; a monthly report layout; and rules (do not argue, do not incentivize scores, respect opt-outs and privacy [VERIFY]). Add a table of themes: Theme | Count | Share | Example | Action | Owner. Include the three scripts in full, the time limit for each response, and a monthly summary showing the score, response count, share of detractors contacted, and the top three themes with actions taken.
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