Prompt · Customer Success

NPS Detractor Recovery

Drafts a personalized outreach to an NPS detractor that acknowledges the score and opens a real conversation.

Have ready: Provide the NPS score, comment, and customer context

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scorecommentcustomer namecompany nameACVX monthssummarypropose two time windows

Your prompt

An NPS detractor just gave us a score of [score]/10 with this comment: '[comment]'. The customer is [customer name] at [company name], account value [ACV], tenure [X months], and their recent support history is [summary]. Draft a follow-up email (under 200 words) that: 1) thanks them for honest feedback without being defensive, 2) references their specific complaint to show I actually read it, 3) proposes one concrete next step (a call, a fix, an escalation), and 4) asks for 20 minutes on [propose two time windows]. Then give me 3 questions to ask on that call that will uncover the root cause, not just the symptom. Tone: humble, direct, accountable.

Paste it into Muse or any assistant. Blank fields stay as [brackets].

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