Template: closing the loop on detractors within 24 hours

RMillington

This is the workflow we run for every detractor response. Stealing it is encouraged.

Trigger: NPS score of 0-6 submitted.

1. Loop sends a Slack alert to the owning CSM's channel within a minute.
2. A task is auto-created in our CRM with the verbatim and a 24h due date.
3. CSM calls or emails the contact (not a templated apology, an actual question: what happened).
4. CSM logs the root cause against one of our six standard tags.
5. If the cause is a product gap, it gets linked to the relevant Idea here in the community so the customer can follow it.

We measure two things: time-to-first-contact (target under 24h) and how many detractors move up on their next survey. Last quarter, 41% of contacted detractors improved their score. The ones we didn't reach in time, 12%. That gap is the whole argument for the workflow.

RMillington

Stealing this. The link-to-Idea step is clever. Closing the loop with the customer in public is something we never do and probably should, it turns a complaint into a visible commitment.