How do you set up a closed loop feedback system to follow up with NPS respondents?

1 Step 1: Segment your NPS respondents

The first step is to segment your NPS respondents into three categories: promoters, passives, and detractors. Promoters are those who gave you a score of 9 or 10, passives are those who gave you a score of 7 or 8, and detractors are those who gave you a score of 0 to 6. You can use a tool like SurveyMonkey or Typeform to collect and analyze your NPS data, or you can create your own spreadsheet or database. The goal is to have a clear view of who your customers are and how they feel about your product or service.

2 Step 2: Assign follow-up tasks

The next step is to assign follow-up tasks to your team members based on the NPS segments. For example, you can have your sales or account managers reach out to your promoters and ask them for referrals, testimonials, or reviews. You can have your customer service or support agents contact your passives and ask them for feedback on how to improve their experience or offer them incentives or upgrades. You can have your product or marketing managers connect with your detractors and apologize for their dissatisfaction, understand their pain points, and offer them solutions or compensation. You can use a tool like Zendesk or HubSpot to manage your follow-up tasks and track your progress.

3 Step 3: Communicate with your NPS respondents

The third step is to communicate with your NPS respondents in a timely, personalized, and respectful manner. Depending on the channel and the segment, you can use different approaches and tones. For example, you can use email, phone, or social media to reach out to your promoters and thank them for their loyalty, ask them for their permission to share their stories, or invite them to join your referral program. You can use email or chat to communicate with your passives and acknowledge their satisfaction, ask them for their suggestions, or offer them a discount or a free trial. You can use phone or video call to talk to your detractors and empathize with their frustration, apologize for their issues, or promise them a resolution or a refund. You can use templates or scripts to guide your conversations, but make sure to personalize them and show genuine interest and appreciation.

4 Step 4: Close the loop and measure the impact

The final step is to close the loop and measure the impact of your follow-up actions. Closing the loop means ensuring that you have addressed the concerns and expectations of your NPS respondents, and that you have delivered on your promises and solutions. You can use surveys, feedback forms, or rating systems to confirm that your customers are satisfied with the outcome, and that they have changed their perception or behavior. You can also use metrics like retention rate, churn rate, referral rate, or revenue growth to quantify the impact of your closed loop feedback system on your business performance and customer loyalty.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?