NPS Follow-Up Programme
Treats the score as nearly useless and the follow-up as the whole value, which is the opposite of how most programmes run.
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Running it, start to finish
- Trigger the survey on a real moment, not a calendar date.
- Ask one good open question alongside the score.
- Route every theme somewhere that can act on it.
What you get back
The output this produces, every time.
- States what the score can and cannot support, and flags it being used as a target.
- Focuses on passives, the most informative and most ignored group.
- Requires a routing rule per theme, without which feedback costs goodwill and returns nothing.
Getting better results
Where this usually goes wrong, and how to avoid it.
- Never make the score a target. The moment it is, people optimise the survey — timing it, framing it, asking selectively — and the number stops meaning anything.
- Contact detractors personally and fast. It is the highest-value contact in the whole programme and the one most often automated into uselessness.
- Close the loop. Telling someone what changed because of their answer is rare, cheap, and the thing that makes them answer next time.
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Written for The AI University. Every prompt in this library is original work — authored, tested and revised here, not collected from elsewhere. 365 of them, free with an account.