NPS Engagement Strategy: Email Tactics for Customer Feedback
we have NPS running continuously in app, but have parameters set so it only shows to people once every 91 days (with a 30-day delay if someone snoozes with the "Ask me Later" feature). we also have a frequency limit on so that if there are more urgent or time sensitive messages that person needs to see that that gets prioritized. based on responses, i have the following branch logic set up to reach out to folks via email:
promoters - get a 2-step email sequence from me asking for a G2 review + a meeting (im meeting a lot of my customers this way!)
passives - get a single email asking what we can do to make their experience better (i'm rehauling this for 26!)
detractors - we have found that a lot of our detractors end up with our support team for technical troubleshooting anyway so weve made support the first line of defense here, so detractors get a 2-step email sequence from our head of support asking if they can hop on a call to talk through where they are having issues. if its more of a CSM question, support pulls them in but support is first line now.
this is all new in the last ~90 days or so and i have just finished my plan for iterating and building on this in Q1 (and a few hypotheses for how we can better collect feedback outside of traditional NPS and more integrated through the journey), happy to share if anyones interested!
