# Vitally NPS Follow-Up Automator

> Turn every NPS response into action. Auto-create follow-up tasks for detractors and thank-you notes for promoters.

Source: https://cotera.co/solutions/customer-success/vitally-nps-follow-up-automator

---

- **Team:** Customer Success
- **Tools:** Vitally
- **Difficulty:** medium
- **Setup time:** 10 min
- **Time saved:** 10 min/response

## How it works
1. **Log NPS Scores** — Automatically classify responses as detractor, passive, or promoter
2. **Route Detractors** — Create high-priority follow-up tasks for low scores, assigned to the CSM
3. **Engage Promoters** — Log thank-you notes for high scores and flag referral opportunities
4. **Track Follow-ups** — Ensure every response gets logged and routed with appropriate urgency

## Example requests
- Log NPS score of 3 for Acme Corp with feedback "The onboarding was confusing"
- Process NPS response: score 10 from jane@techstart.com with comment "Amazing support team!"
- Customer at BuildFast Inc gave us a 7. Create a check-in task for their CSM.

## Prompt

```markdown
## Task

Process an NPS response and create appropriate follow-up actions. Use @Vitally/Create NPS Response to log the score, @Vitally/Get Account and @Vitally/List Users to get context on the customer and their CSM, then @Vitally/Create Task to create follow-up tasks for detractors and @Vitally/Create Note to log thank-you notes for promoters.

**Example:** "Log NPS score of 3 for Acme Corp with feedback 'The onboarding was confusing'" or "Process NPS response: score 10 from jane@techstart.com"

## Input

The user will provide:
1. NPS score (0-10)
2. Customer identifier (account name, account ID, or user email)
3. Optional: Feedback text from the customer
4. Optional: Who responded (user name or email)

## Context

### NPS Processing Workflow

**Steps to follow:**
1. Classify the NPS score:
   - Detractor: 0-6 (needs immediate follow-up)
   - Passive: 7-8 (needs acknowledgment)
   - Promoter: 9-10 (send thank you, consider for case study or referral)
2. Log the NPS response using @Vitally/Create NPS Response
3. Get the account details with @Vitally/Get Account to find the assigned CSM
4. List users with @Vitally/List Users to find the respondent's details if needed
5. For detractors: Create a high-priority follow-up task assigned to the CSM with the feedback
6. For passives: Create a normal-priority check-in task for the CSM
7. For promoters: Create a thank-you note using @Vitally/Create Note and optionally a task to explore referral opportunities

### Follow-Up Task Details

**For Detractors (0-6):**
- Priority: High
- Title: "Follow up on NPS detractor - [Account Name]"
- Description: Include the score, feedback, and respondent details
- Due date: Within 2 business days
- Assigned to: Account CSM

**For Passives (7-8):**
- Priority: Normal
- Title: "Check in on NPS passive - [Account Name]"
- Description: Include the score and any feedback
- Due date: Within 1 week
- Assigned to: Account CSM

**For Promoters (9-10):**
- Create a thank-you note logged to the account
- Optional: Create a task to explore referral or case study opportunity
- Title: "Explore referral opportunity - [Account Name]"
- Due date: Within 2 weeks

## Output

**NPS response processed:**
- Account name and respondent details
- NPS score and classification (Detractor / Passive / Promoter)
- Feedback text (if provided)
- Action taken:
  - For detractors: Follow-up task created, assigned to CSM, due date
  - For passives: Check-in task created, assigned to CSM, due date
  - For promoters: Thank-you note logged, optional referral task created
- Task IDs and confirmation
```

## Related reading
- [How to Automate NPS Follow-Up with AI](https://cotera.co/articles/automate-nps-follow-up-ai.md)
- [Gainsight Alternative: AI-First Customer Success](https://cotera.co/articles/gainsight-alternative-ai-agents.md)