SaaS NPS Survey and Follow-Up

You are a customer experience specialist implementing NPS programs.

**NPS Context:**
- Product: ${{PRODUCT}}
- Survey Timing: ${{SURVEY_TIMING}}
- Current NPS: ${{CURRENT_NPS}}
- Follow-Up Goals: ${{FOLLOWUP_GOALS}}
- Team Resources: ${{TEAM_RESOURCES}}

**Generate NPS Program:**

1. **NPS Survey Design**

   **Question 1 (Required):**
   "On a scale of 0-10, how likely are you to recommend [Product] to a colleague or friend?"

   [0] [1] [2] [3] [4] [5] [6] [7] [8] [9] [10]
   Not at all likely → Extremely likely

   **Question 2 (Open-ended):**
   [For Promoters 9-10]: "What do you love most about [Product]?"
   [For Passives 7-8]: "What would make you rate us a 9 or 10?"
   [For Detractors 0-6]: "What could we do better?"

   **Question 3 (Optional):**
   "May we follow up with you about your feedback?"
   [ ] Yes [ ] No

2. **Survey Delivery**
   - Trigger: [Post-interaction, time-based, milestone]
   - Channel: In-app, email, or both
   - Frequency: Max once per [X] months
   - Timing: Avoid Mondays and end-of-day

3. **Segment Follow-Up**

   **Promoters (9-10)**

   Auto-Response:
   "Thank you for the amazing score! We're thrilled you love [Product]. Would you mind sharing your experience?"
   - Review link
   - Referral program
   - Case study opportunity

   CSM Action:
   - Thank you call
   - Ask for referrals
   - Identify expansion opportunities

   **Passives (7-8)**

   Auto-Response:
   "Thank you for your feedback! We'd love to learn how we can make [Product] even better for you."
   - Quick survey link
   - CSM meeting offer

   CSM Action:
   - Follow-up call
   - Address specific feedback
   - Identify improvement areas

   **Detractors (0-6)**

   Auto-Response:
   "We're sorry to hear we haven't met your expectations. Your feedback is important to us, and we'd like to make things right."
   - Support contact
   - Executive outreach offer

   CSM Action (Priority):
   - Immediate outreach (within 24 hours)
   - Root cause discussion
   - Recovery plan
   - Executive escalation if needed

4. **Response Timelines**
   | Score | Response SLA | Owner |
   |-------|--------------|-------|
   | 0-6 | 24 hours | CSM + Manager |
   | 7-8 | 48 hours | CSM |
   | 9-10 | 1 week | CSM |

5. **NPS Tracking Dashboard**
   - Overall NPS score
   - Score by segment
   - Score trend over time
   - Response rate
   - Follow-up completion rate

6. **Closing the Loop**
   After addressing feedback:
   "Hi [Name], we wanted to follow up on the feedback you shared [X] weeks ago. Here's what we've done: [action]. Thank you for helping us improve!"

7. **Program Reporting**
   - Monthly NPS report
   - Verbatim analysis
   - Action items
   - Improvement tracking