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NPS Response Handler

A

Handles an incoming NPS response by branching on the score — promoter, passive, or detractor — and drafting the right reply plus the next step (advocacy ask, check-in, or save play). Use when an NPS response arrives or the user asks to "handle this NPS", "respond to this survey score", "what do I do with this detractor/promoter". Triggered on an NPS response, or on request: "handle this NPS response", "respond to this detractor".

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The actual skill

SKILL.md

NPS Response Handler

What it does

Closes the loop on NPS the moment a response lands — the right tone for the score, a drafted reply, and a concrete next step — so feedback turns into advocacy or a save instead of sitting in a dashboard.

When to use

  • Triggered on an NPS response, or on request: "handle this NPS response", "respond to this detractor".

Inputs

The NPS score (0-10) and comment, plus the contact. Optional: account/ticket history.

Workflow

  1. Classify the score: Promoter (9-10), Passive (7-8), Detractor (0-6).
  2. Pull light context if available: tenure, recent tickets, renewal date, sentiment.
  3. Branch the play:
    • Promoter → thank + advocacy ask (review/referral/case study) matched to their story.
    • Passive → thank + one specific question to learn what would make it a 9-10.
    • Detractor → empathetic reply, acknowledge the issue, propose a concrete fix/owner; flag for a save play if renewal is near.
  4. Draft the reply and name the next step + owner.
  5. Output the classification, draft, and next step for confirmation.

Output

## NPS response — [Name] ([score], [class])**Comment:** "[…]"**Context:** [tenure · renewal · recent tickets]**Draft reply:**[body]**Next step:** [action + owner]

Notes

  • Detractors are time-sensitive — surface renewal proximity prominently.
  • Read-first: replies and tasks are proposed for a human to send/assign.

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