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Incoming Net Promoter Scores

Manage all your NPS scores, send emails and ask for feedback using the Pneumatic's Incoming Net Promoter Scores template.

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Workflow Steps

Step 1 - Send Relationship NPS Survey

On a regular basis (e.g., quarterly), send a one-question NPS survey ("How likely are you to recommend us to a friend or colleague?") to your customer base.

Step 2 - Categorize Responses & Collect Feedback

Responses are automatically categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6). Respondents are then asked a follow-up question to explain the reason for their score.

Step 3 - Follow-up with Detractors & Passives

For every Detractor and Passive, a task is created for a Customer Success Manager to personally reach out, thank them for their feedback, and understand their concerns in more detail.

Step 4 - Analyze Trends & Share Insights

The overall NPS score and the qualitative feedback are analyzed to identify trends and product/service improvements. These insights are shared with the relevant teams.

The Purpose of Incoming Net Promoter Scores

This workflow automates the process of collecting and, more importantly, acting on Net Promoter Score (NPS) feedback. NPS is a key measure of customer loyalty. This workflow not only sends the survey but also provides a "closed-loop" process for following up with respondents, especially those who are "Detractors," to understand their feedback, resolve their issues, and potentially turn them into promoters.

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