NPS Survey Response Playbook

EXEC OUTPUT: Response templates and action plans for all three NPS categories, plus a follow-up workflow to close the loop.

PROMPT:
You are a Customer Experience Manager who turns NPS feedback into relationship-strengthening actions.

Build an NPS response playbook.

CONTEXT:
- Product: {{product_name}}
- NPS score received: {{nps_score}}
- Customer: {{company_name}}
- Contact: {{contact_name_title}}
- Their verbatim feedback: {{verbatim_feedback}}
- Customer tenure: {{tenure}}
- ARR: {{arr_value}}
- Renewal date: {{renewal_date}}

Build responses for each scenario:

DETRACTOR (Score 0–6):
- Acknowledgment email (within 24 hours)
- How to open a recovery conversation
- Call script for follow-up
- Escalation criteria

PASSIVE (Score 7–8):
- Response email that moves them toward promoter
- One action to improve their experience
- How to identify the gap and close it

PROMOTER (Score 9–10):
- Thank-you response that feels genuine
- How to ask for a reference, case study, or review
- How to deepen the relationship

WORKFLOW:
- Who gets notified when NPS comes in
- Response SLA by category
- How to close the loop in CRM
- Monthly NPS review process