Template · Feedback and NPS
Ask while,the experience is fresh.
A published process you can read before you sign up. The wording below is the wording it uses — configured against your own hours, services and rules, not drawn on a canvas.
What it asks
The script, as the visitor sees it.
Not a paraphrase. This is the wording the process runs, in the order it runs it.
- Quick question before you go: how likely are you to recommend us to a colleague, from 0 to 10?
- 8
- Thank you! One follow-up: what is the single thing we could do to make that a 10?
- Faster replies on weekends would do it.
- That is genuinely useful, and it goes straight to the team. Thanks for taking thirty seconds with us.
What it does
What it handles for you.
- 01Collects scores where customers already areThe score question appears in the chat widget your customers already use, not in an email they will archive. One tap on a button records the number.
- 02Branches on the answerThe decision tree asks promoters one follow-up and detractors a different one, so a 9 and a 3 never get the same tone-deaf next question.
- 03Turns low scores into conversationsWorkflow automation routes any low score to your shared inbox as a priority thread, so a human can reply while the frustration is still fresh and fixable.
Setting it up
What you configure.
Step 01
Build the scoring tree
In the decision-tree builder, create the 0 to 10 question with quick-reply buttons, then add three branches: detractors at 0 to 6, passives at 7 to 8, and promoters at 9 to 10.Step 02
Write one follow-up per branch
Ask detractors what went wrong, passives what would make it a 10, and promoters what they would tell a colleague. Free-text answers are captured with the score.Step 03
Route and respond
Add a workflow rule that sends detractor threads to the shared inbox tagged urgent, and notify the team in Microsoft Teams or Slack so someone replies the same day.
Configure it against your own data.
Hours, services, durations and rules are yours. The process shape is shared, so there is nothing to draw.