NPS Follow-Up

Value of This Blueprint

Understanding customer sentiment is key to strengthening relationships and driving retention. But manually segmenting users based on NPS responses, and following up appropriately, can be time-consuming and inconsistent.

This Blueprint automates the entire process. It instantly categorizes users as Promoters, Passives, or Detractors based on their NPS score, and initiates contextual conversations with each group. Whether you’re nurturing advocates, re-engaging neutral users, or addressing concerns from detractors, the right message reaches the right user—without lifting a finger.

With this automation, your team can scale personalized, high-impact outreach while spending less time managing the process.

High-Level Strategy

This Blueprint creates a fully automated NPS follow-up system by combining traits and a Playbook. It’s designed to:

• Automatically categorize users based on their NPS response (Promoter, Passive, or Detractor)
• Trigger personalized follow-up messaging tailored to each segment
• Drive deeper engagement with promoters, uncover friction from passives, and re-engage detractors
• Remove manual effort from the segmentation and outreach process
  

The strategy ensures every user receives the right message at the right moment so your team can act on feedback at scale.

Technical Guidance

Activate when you’re capturing NPS in Vitally.

• Required: Connect Email
• Core Needs: Accounts, Users, NPS data flowing
• Timing: Once NPS is active

What’s Included in This Blueprint

Playbook

• NPS Follow-Up Playbook with pre-built actions for each NPS segment
  

Trait

• NPS Sentiment Trait (automatically assigns Promoter, Passive, or Detractor status to users)