Overview
Most companies send NPS surveys. Almost none close the loop. The customer who gave you a 3 never hears back. The customer who gave you a 9 gets a generic "thanks for the feedback" email. The result: NPS becomes a vanity metric that measures sentiment without changing it.
A closed-loop NPS system treats every score as the opening of a conversation. The detractor who gave you a 3 is telling you exactly where the product or service failed — and they are still engaged enough to tell you. The promoter who gave you a 9 is a referral source who has never been asked to refer. The passive who gave you a 7 is one good experience away from becoming a promoter — or one bad one away from becoming a detractor.
What you get: - Score-segmented response scripts (detractors 0–6, passives 7–8, promoters 9–10) - Closed-loop timeline and ownership protocol - Detractor recovery conversation framework - Promoter activation script (referral and testimonial request) - Passive conversion strategy
Built for: customer success teams, support leads, and product managers who want NPS to drive action rather than just measure sentiment.