NPS Feedback Loop

This drill implements a Net Promoter Score survey system that goes beyond collecting scores to actually acting on feedback. The goal is not just measurement — it is turning detractors into passives, passives into promoters, and promoters into advocates.

Prerequisites

• Intercom configured with survey capability
• PostHog tracking user segments and usage patterns
• Loops configured for automated email responses
• At least 50 active users (below this, NPS is statistically unreliable)

Steps

1. Design the survey trigger

Do not survey everyone at once. Using the intercom-in-app-messages fundamental, trigger the NPS survey based on product milestones: after 30 days of active use, after completing a major workflow, or quarterly for long-term customers. Never survey during onboarding (too early) or right after a support ticket (biased). Show the survey in-app for highest response rates.

2. Configure the two-question format

Question 1: "How likely are you to recommend [product] to a colleague?" (0-10 scale). Question 2: "What's the main reason for your score?" (open text). Keep it to these two questions only. Every additional question reduces completion rate. Make the open text field required — the score is useless without context.

3. Segment and analyze responses

Using the posthog-cohorts fundamental, cross-reference NPS scores with usage data. Group respondents:

• Promoters (9-10): Who are they? What features do they use most? What plan are they on?
• Passives (7-8): What is holding them back from being promoters? What are they not using?
• Detractors (0-6): What specific problems are they citing? Is there a pattern by cohort, plan, or feature?

Look for trends: are detractors concentrated in a specific segment, plan, or signup cohort?

4. Close the loop with each segment

Using loops-transactional, send tailored follow-ups within 48 hours:

• Promoters: Thank them. Ask if they would be willing to leave a review, do a case study, or refer a colleague. Feed their names into the referral-program drill.
• Passives: Acknowledge their feedback. Share a specific resource or feature that addresses their stated concern. Offer a call to understand what would make them a promoter.
• Detractors: Respond personally (not automated). Apologize for the experience. Ask for a 15-minute call to understand the issue. Log their feedback in Attio using attio-lists and assign follow-up to the account owner.

5. Route actionable feedback to product

Aggregate open-text responses and categorize by theme: missing feature, usability issue, performance problem, pricing concern, support quality. Share a monthly NPS report with the product team. The most common detractor themes should directly influence the product roadmap.

6. Track NPS over time

Monitor NPS monthly as a trailing metric. Track it by cohort, plan, and segment. A rising NPS means your product and customer experience are improving. A declining NPS in a specific segment is an early warning. Set a threshold: if NPS drops below 30, trigger a deeper investigation.