NPS Follow-Up Templates
Responses to promoters, passives, and detractors after NPS surveys.
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 regardsInitial 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]Follow-Up Format
Hi {{cursor}},
Quick update on follow-up format:
[Key information]
Let me know if you have any questions.
BestStandard 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]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 regardsFriendly 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]Brief Reminder
Hi {{cursor}},
Quick update on brief reminder:
[Key information]
Let me know if you have any questions.
BestDetailed 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]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 regardsWhen to use this template
- Promoter (9-10) follow-up converting goodwill into action — review request, referral ask, case study invite.
- Passive (7-8) outreach figuring out the gap between current and great. Specific questions about what would push them to 9-10.
- Detractor (0-6) recovery call within 24 hours. Acknowledge, listen, propose specific fixes.
Customize for your workflow
- Match the response speed to the score. Detractors deserve same-day follow-up; promoters can wait 24-48 hours.
- Ask different questions per segment. Promoters: 'what made it work?' Passives: 'what's missing?' Detractors: 'what went wrong specifically?'
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
QBR Templates
Quarterly business review agendas, presentations, and follow-ups.
9 snippetsHealth Check Messages
Account health assessment and proactive outreach templates.
8 snippetsRenewal Reminders
Subscription renewal notification sequences and upsell templates.
10 snippetsSuccess Milestone Messages
Customer achievement celebrations and usage milestone notifications.
9 snippetsEscalation Templates
Internal and external escalation communication formats.
8 snippetsExpansion Opportunity Messages
Upsell and cross-sell templates based on usage patterns.
8 snippetsCustomer Advocacy Requests
Case study, testimonial, and reference request templates.
10 snippetsUse these snippets in TypeFire
Download the template pack, drop the .md files into your TypeFire snippets folder, and start expanding with abbreviations instantly.