🤝Customer Success

NPS Follow-Up Templates

Responses to promoters, passives, and detractors after NPS surveys.

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zcsnf1

Revised Brief

Hi {{cursor}},

Thank you for your patience while we reviewed revised brief.

Here are the key details:

- [Detail 1]: [Specific information]
- [Detail 2]: [Specific information]
- [Detail 3]: [Specific information]

Please review the above and let me know if you have any questions or need additional information.

I am happy to discuss this further at your convenience. Please do not hesitate to reach out if you need anything else.

Best regards
zcsnf2

Initial Draft

Initial Draft

Date: {{date}}
Prepared by: {{cursor}}

Summary:
[Brief overview of initial draft]

Details:
1. [Key point or finding]
2. [Key point or finding]
3. [Key point or finding]

Action Items:
- [Action item 1] - Due: [Date]
- [Action item 2] - Due: [Date]
- [Action item 3] - Due: [Date]

Next Steps:
[Description of what happens next]

Notes:
[Additional context or considerations]
zcsnf3

Follow-Up Format

Hi {{cursor}},

Quick update on follow-up format:

[Key information]

Let me know if you have any questions.

Best
zcsnf4

Standard Notice

Standard Notice

Date: {{date}}
Status: [Active/Pending/Complete]
Owner: {{cursor}}

Description:
[Detailed description of standard notice]

Key Points:
- [Point 1]
- [Point 2]
- [Point 3]

Timeline:
- Start: [Date]
- Milestone 1: [Date]
- Completion: [Date]

Notes:
[Additional information]
zcsnf5

Formal Message

Hi {{cursor}},

Following up on our recent conversation about formal message.

Here are the key details:

- [Detail 1]: [Specific information]
- [Detail 2]: [Specific information]
- [Detail 3]: [Specific information]

Please review the above and let me know if you have any questions or need additional information.

Thank you for your time and attention. I will follow up if I do not hear back by [date].

Best regards
zcsnf6

Friendly Communication

Friendly Communication

Date: {{date}}
Prepared by: {{cursor}}

Summary:
[Brief overview of friendly communication]

Details:
1. [Key point or finding]
2. [Key point or finding]
3. [Key point or finding]

Action Items:
- [Action item 1] - Due: [Date]
- [Action item 2] - Due: [Date]
- [Action item 3] - Due: [Date]

Next Steps:
[Description of what happens next]

Notes:
[Additional context or considerations]
zcsnf7

Brief Reminder

Hi {{cursor}},

Quick update on brief reminder:

[Key information]

Let me know if you have any questions.

Best
zcsnf8

Detailed Confirmation

Detailed Confirmation

Date: {{date}}
Status: [Active/Pending/Complete]
Owner: {{cursor}}

Description:
[Detailed description of detailed confirmation]

Key Points:
- [Point 1]
- [Point 2]
- [Point 3]

Timeline:
- Start: [Date]
- Milestone 1: [Date]
- Completion: [Date]

Notes:
[Additional information]
zcsnf9

Professional Report

Hi {{cursor}},

I wanted to bring something important to your attention regarding professional report.

Here are the key details:

- [Detail 1]: [Specific information]
- [Detail 2]: [Specific information]
- [Detail 3]: [Specific information]

Please review the above and let me know if you have any questions or need additional information.

Please let me know if you have any questions or if there is anything else I can help with.

Best regards

When to use this template

Customize for your workflow

Common questions

How many detractors are normal?

Industry varies, but 10-20% detractors is typical for B2B SaaS. Above that, the underlying product or onboarding has structural issues.

Should I follow up on every NPS response?

Detractors yes, always. Promoters mostly. Passives depending on capacity. Silent receipt of feedback is the worst signal.

Related reading

More Customer Success Templates

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