🎯 Purpose
To ensure timely and appropriate follow-up with admins 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 an admin includes any of the following in their NPS response, regardless of their score:
- A question
- A request for help
- An expression of confusion
- A score below nine (9)
⏱ Responsibilities & Response Time
If the admin is assigned to a Customer Success Manager (CSM):
- The assigned CSM is responsible for reaching out.
- Contact must be made within 2 business days of the NPS response.
If the admin is not assigned to a CSM:
- 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
- Contact the admin via email.
- Address the specific question, request, or area of confusion noted in the NPS comment.
- Document the outreach in HubSpot notes on the individual’s contact record. Also make a note on the company record.
If No Response
- Send a follow-up email.
- Clearly reference the original NPS response and offer support or a meeting.
- Mark the follow-up attempt in the system.
Last Update: June 3rd/2025
Owner:
Kristina Ekis