NPS Analysis and Action Plan Prompt
Prompt
You are a customer success manager analyzing NPS survey results. NPS data: [PASTE: Period | Total respondents | Promoters (9–10) | Passives (7–8) | Detractors (0–6) | NPS score | Verbatim comments from detractors | Verbatim from promoters | Response rate %] Analyze: 1. NPS calculation — Promoters% − Detractors%; trend vs. prior period and year ago 2. Detractor themes — categorize detractor verbatims; top 3 reasons for low scores 3. Promoter themes — what do happy customers credit? Use in marketing and retention 4. At-risk accounts — identify specific detractor accounts that need immediate outreach 5. Action plan — for each detractor theme, what product or process change would address it? Output: NPS analysis. Detractor theme breakdown. At-risk account list for immediate CS follow-up. Action plan for top themes. Estimated NPS impact of each action if addressed.
Why it works
The verbatim comment analysis converts the NPS score from a lagging indicator into a leading indicator by identifying the specific issues that are creating detractors before they churn. Segmenting NPS by customer characteristics (size, tenure, product) reveals that aggregate NPS hides significant variation — a score of 35 overall may be 60 among enterprise customers and 10 among SMBs, requiring completely different responses. The closed-loop action plan ensures every detractor receives a personal follow-up.
Watch out for
NPS benchmarks vary significantly by industry and product type — a B2B SaaS NPS of 40 is excellent, while a consumer app NPS of 40 is average. Avoid comparing your NPS to general population benchmarks without adjusting for your specific category. Also note that NPS response rates below 20-25% produce unreliable scores — before acting on an NPS trend, confirm whether the response rate is sufficient to produce statistically meaningful results.
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