Purpose:
To ensure timely and appropriate follow-up with learners who submit questions, requests for help, or express confusion in their Net Promoter Score (NPS) responses.
Trigger for Outreach
A follow-up is required if a learner includes any of the following in their NPS response, regardless of their score:
- A question
- A request for help
- An expression of confusion
Responsibilities & Response Time
- If the learner is assigned to a coach:
- The assigned coach is responsible for reaching out.
- You'll need to make contact within two business days of the NPS response.
- If the learner is not assigned to a coach:
- The Operations Team is responsible for the outreach.
- Contact must also be made within 2 business days of the NPS response.
Outreach Procedure
- Initial Outreach
- Try calling the learner first (preferred), but only if you can speak their native language or if their writing shows they can communicate in English. If you’re not able to communicate with the learner in either language, send an email first instead.
- Address the specific question, request, or area of confusion in the learner’s NPS comment.
- Document the outreach and learners’ response in HubSpot notes.
- Place a check mark or emoji in the automated message in the #learner-nps-survey channel to indicate that outreach has been completed.
- If No Response
- Send a follow-up text message and a follow-up email to the learner.
- Clearly reference the original NPS response and invite the learner to connect for support.
- Mark the follow-up attempt in HubSpot notes.
- Put a check mark or emoji on the automated message in the #learner-nps-survey channel to indicate that outreach was completed.
Notes
- You don't need to do any outreach for general feedback unless it includes a request, question, or confusion.
- The goal is to minimize unnecessary calls while ensuring that learners with concerns receive prompt support.