cotera

Vitally NPS Follow-Up Automator

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

NPS processingDetractor follow-upPromoter engagementTask automation

The Challenge

Your NPS survey goes out every quarter. Responses come back in a spreadsheet with scores and feedback. A customer rated you a 3 with a comment about confusing onboarding. You need to log this in Vitally, find their account, check who their CSM is, create a follow-up task assigned to that CSM with the feedback, and set a due date within 48 hours. That is 10 minutes per response. By the time you finish processing 50 responses, the detractors have been waiting a week and the promoters never got a thank you.

What This Prompt Does

Log NPS Scores

Automatically classify responses as detractor, passive, or promoter

Route Detractors

Create high-priority follow-up tasks for low scores, assigned to the CSM

Engage Promoters

Log thank-you notes for high scores and flag referral opportunities

Track Follow-ups

Ensure every response gets logged and routed with appropriate urgency

The Prompt

The Prompt

Task

Process an NPS response and create appropriate follow-up actions. Use @Vitally/Create NPS ResponseName it "Vitally/Create NPS Response" and call it with @Vitally/Create NPS Response to log the score, @Vitally/Get Account and @Vitally/List UsersName it "Vitally/List Users" and call it with @Vitally/List Users to get context on the customer and their CSM, then @Vitally/Create TaskName it "Vitally/Create Task" and call it with @Vitally/Create Task to create follow-up tasks for detractors and @Vitally/Create NoteName it "Vitally/Create Note" and call it with @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@techstartName it "techstart" and call it with @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 ResponseName it "Vitally/Create NPS Response" and call it with @Vitally/Create NPS Response
  3. Get the account details with @Vitally/Get AccountName it "Vitally/Get Account" and call it with @Vitally/Get Account to find the assigned CSM
  4. List users with @Vitally/List UsersName it "Vitally/List Users" and call it 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 NoteName it "Vitally/Create Note" and call it with @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

Example Usage

Try asking:

  • →"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."