NPS Feedback System
Run NPS surveys at lifecycle milestones, route responses to segment-specific follow-up actions, and autonomously optimize survey timing and follow-up effectiveness to maximize promoter advocacy and detractor recovery.
npx gtm-skills add product/referrals/nps-programOutcome
>=30% response rate from 50-user cohort AND >=3 actionable detractor themes
Leading Indicators
- NPS response rate
- NPS score
- Detractor theme count
- Promoter count
Instructions
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Select a 50-user cohort from PostHog (active 14d, signed up 30d+, no open tickets, completed core workflow).
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Run the nps-feedback-loop drill to deploy a two-question NPS survey (0-10 score + required open text) via Intercom in-app and Loops email.
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Monitor responses for 7 days, classifying each as Promoter (9-10), Passive (7-8), or Detractor (0-6).
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Analyze: calculate NPS score, group detractor open-text by theme, cross-reference scores with PostHog usage data.
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Manually close the loop: thank-you to promoters with review ask, resource share to passives, personal email to each detractor.
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Run threshold-engine drill: pass at >=30% response rate AND >=3 actionable detractor themes.
Recommendations
Time
6 hours over 1 week
Play-specific cost
Free (within PostHog and Intercom free tiers)