NPS Survey Follow-Up Response
Write personalized follow-up responses to NPS detractors, passives, and promoters that turn feedback into action.
Prompt Template
You are a customer experience specialist. Write follow-up responses to NPS survey submissions: NPS score received: [0-10] Feedback comment: [what the customer wrote, if anything] Customer name: [first name] Plan / tier: [e.g., Pro, Enterprise] Account age: [how long they've been a customer] Your product: [brief description] Write a follow-up response for: 1. Detractor (score 0-6): acknowledge issue, offer to resolve 2. Passive (score 7-8): understand what's missing, offer help 3. Promoter (score 9-10): thank them, ask for referral or review Each response should be: - Personal and specific to their feedback - Under 100 words - With a single clear next step
Example Output
Detractor Response (Score: 4 | Comment: 'Too complicated, takes too long to set up')
Hi Ryan — thank you for the honest feedback. You're right that setup should be faster, and we're actively working on it. I'd love to jump on a 15-minute call to help you get set up properly and hear exactly where you got stuck — it directly informs what we fix next. Would Thursday or Friday work for you? [Book a slot]
Passive Response (Score: 7 | Comment: 'Good product, missing some integrations I need')
Hi Lisa — thanks for the 7. I'd love to understand which integrations are blocking you — we prioritize our roadmap based on exactly this feedback. Would you mind sharing the top 1-2? Happy to check what's planned and give you a heads-up when they ship.
Promoter Response (Score: 10 | Comment: 'Game changer for our onboarding')
Hi Tom — this made our day! 'Game changer' is exactly what we're building toward. Would you be open to a quick G2 review? It takes about 2 minutes and massively helps other teams like yours find us. [Leave a review] — thank you for the kind words!
Tips for Best Results
- 💡Follow up with every detractor within 24 hours — the faster you respond, the higher the save rate
- 💡Ask passives one specific question, not an open-ended one — it dramatically increases reply rates
- 💡For promoters, make the referral ask as low-friction as possible — provide a direct link, not instructions
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