NPS Response Analyser

Takes an NPS score and verbatim response and produces an actionable interpretation matched to the account context. Most companies collect NPS and do nothing useful with individual responses. This skill ensures every response triggers the right follow-up.

How to Use

Provide:

• NPS score (0-10)
• Verbatim response (the text the customer wrote)
• Who responded (name, role, contact classification if known)
• Account context (ARR, health, tenure, renewal date, recent events)
• Prior NPS scores from this account (if available -- trend matters more than the number)

Score Band Framework

Promoters (9-10)

What it means: The respondent is actively satisfied. They would recommend your product. This is not just a number -- it is permission to activate the relationship.

Interpretation by verbatim quality:

Timing: Follow up within 48 hours. The goodwill from a promoter score has a half-life. Waiting a week signals you do not care about their feedback.

What not to do: Do not immediately ask for a G2 review or a reference call. Thank them and explore first. The advocacy ask comes later, once you understand what makes them a promoter.

Passives (7-8)

What it means: Satisfied enough not to leave, not satisfied enough to advocate. The most underserved score band -- most companies ignore passives because they are not in crisis. But passives are one bad experience away from becoming detractors and one great experience away from becoming promoters.

Interpretation by verbatim quality:

Timing: Follow up within 72 hours. Passives are not urgent but are important.

The opportunity: Passives are the highest-leverage NPS band to influence. Moving a passive to a promoter (by addressing their specific gap) is more achievable than saving a detractor and has a direct impact on your NPS metric.

Detractors (0-6)

What it means: The respondent is unhappy. The severity varies dramatically across the band -- a 6 may be mildly disappointed while a 0 may be actively hostile. The verbatim tells you which.

Interpretation by verbatim quality:

Timing: Within 24 hours. Every hour without acknowledgement compounds the frustration.

Critical rules for detractor follow-up:

1. Do not email a defence of the product. Call them
2. Do not share their score with other contacts at the account. The response is confidential
3. Do not challenge their score ("We are surprised by your rating given that..."). Respect their perspective
4. Do not wait for a plan before acknowledging the feedback. Acknowledge first, plan second

Trend Analysis

A single score is a data point. Multiple scores over time are a trend. The trend is more important than the number:

Output Format

## NPS Analysis: [Account Name]
**Score:** [0-10] | **Band:** [Promoter/Passive/Detractor]
**Respondent:** [Name, Role]
**Verbatim:** "[their response]"
**Date:** [date]

### Interpretation
[2-3 sentences: what this score and verbatim mean in the context of this account]

### Trend
[If prior scores available: trajectory and what it means]

### Recommended Follow-Up
- Action: [specific next step]
- Channel: [call/email/in-person]
- Timing: [within X hours/days]
- Framing: [how to approach the conversation]

### Account Implications
[What this means for the account's health, renewal, or relationship trajectory]

### Flags
[Risk flag if detractor / Advocacy opportunity if promoter / Improvement opportunity if passive]

Quality Gates

• Is the follow-up specific to the verbatim, not generic to the score band? A promoter who praised automation and a promoter who praised support get different follow-ups. The score is the same; the insight is different
• Is the timing appropriate? Detractors within 24 hours. Promoters within 48 hours. Passives within 72 hours. Anything longer and the feedback feels ignored
• Does the follow-up avoid arguing with the score? The customer's perception is their reality. You do not get to tell them they are wrong
• Have you considered the respondent's role? A detractor score from an end user who had a bad support experience is different from a detractor score from the champion who controls the renewal decision. Both matter but the urgency and approach differ

Principles

• NPS is a conversation starter, not a metric to manage. The number matters less than what you do with it. A company that responds to every NPS response with genuine follow-up outperforms a company that obsesses over the aggregate score
• The verbatim is the treasure. The score tells you the sentiment. The verbatim tells you why. If there is no verbatim, the follow-up must discover the why
• Detractor responses are gifts. A customer who tells you they are unhappy is giving you a chance to fix it. A customer who says nothing and quietly does not renew gave you no chance at all. Treat every detractor response as a second chance, not as a problem
• Never tie NPS follow-up to a commercial ask. The survey response is feedback, not a sales signal. The follow-up should serve the customer's interest, not yours. If the follow-up reveals an advocacy or expansion opportunity, pursue it separately -- not in the NPS follow-up conversation