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NPS Detractor Follow-Up SOP

NPS Detractor Follow-Up SOP

Standard procedure for routing, contacting, and resolving NPS detractor feedback to identify root causes and improve customer retention.

Steps

  • Review the detractor response queue
  • Verify the customer record and response details
  • Classify the detractor by urgency and risk
  • Escalate high-risk detractors to the owner and manager
  • Assign the detractor to a responsible owner
  • Contact the customer within the service target
  • Document the customer’s stated issue and desired outcome
  • Investigate the root cause and supporting evidence
  • Implement the corrective action or service recovery plan
  • Confirm resolution with the customer
  • Record the closure status and lessons learned
  • Review trend data for recurring detractor themes
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