NPS and CSAT Follow-Up Workflow
Collecting a score is only the start. A useful NPS or CSAT workflow sets a clear sampling rule, sends one concise question, assigns response review, and closes the loop without promising a score-based automation your system cannot support.
Pick the metric that matches the question
Use NPS when you want to measure willingness to recommend; use CSAT when you want a satisfaction rating tied to a particular interaction. Do not combine the scores into one trend line. Keep question wording and scale consistent when comparing periods.
Define the invitation and sampling rule
Choose the customer event, audience, and timing in advance. Avoid repeatedly surveying the same person after every interaction. Exclude recipients who are not eligible under your consent, support, or suppression rules, and document the denominator used in reporting.
Create a short feedback form
Ask the score question and, if useful, one optional follow-up such as “What is the main reason for your score?” Keep the form accessible on mobile and explain how the team will use the answer. Link to the NPS calculator if you need to compute a baseline from promoter and detractor counts.
Assign follow-up based on a real owner
Route responses to the right support, product, or account owner. If your workflow supports response-field conditions, configure and test the promoter, passive, and detractor paths. Otherwise, notify a review queue and have a person segment the responses before sending any score-specific email.
Close the loop and review the method
Acknowledge feedback when appropriate, record whether the issue was resolved, and look for recurring themes across a defined sample. Report response count and sampling method with the score; NPS and CSAT can be misleading when the audience or invitation method changes.