Customer Feedback & NPS Automation
Ask automatically after the right occasion, analyse the answers – and alert someone the moment a critical response arrives, instead of discovering it in the quarterly report.
The number is not the result
The Net Promoter Score condenses one question into a number: how likely are you to recommend us, on a scale from 0 to 10? The answers form three groups, and the metric is the difference between two shares. There is nothing more to it – and that is exactly where the misunderstanding starts.
The value is in the free-text field, not in the scale. A 6 tells you something is wrong; the sentence underneath tells you what. So we build the flow such that every critical answer reaches a human within minutes – with the name, the case and what the person actually wrote.
The number itself is a by-product. It is useful for watching your own development over time. As a comparison against other companies it is close to worthless, because timing, occasion and wording differ everywhere.
When asking is worth it
We start with one occasion – the one that occurs most often and has the clearest reference. Others later share the same cooldown periods.
After a completed job
The occasion with the highest response rate: the experience is fresh and the reference is unambiguous.
After a support case
Measures the handling, not the product – two things worth looking at separately.
Recurring for existing customers
Once or twice a year without a specific trigger. Shows the relationship rather than a single experience.
After onboarding
The first weeks decide the rest – correcting course is still cheap here.
On churn
The most uncomfortable and most revealing survey. People who cancel have little reason to sugar-coat.
Internally in the team
The same mechanic inward: short, regular pulse checks instead of one annual survey.
How the metric is produced
An example analysis over 90 days. Segment width equals the share; the metric underneath is nothing more than a difference.
The colours are checked against colour vision deficiency – green and plum stay distinguishable with red-green blindness. Each segment also carries its own label, so identity never depends on colour alone.
Illustrative figures. The response count sits deliberately next to the metric: without it, an NPS score cannot be judged.
From answer to action
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Trigger and timing
The survey starts from an event, not a date: job completed, ticket closed, contract renewed. With a few days' distance, so the experience is fresh but the process is finished.
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Ask one question
One scale and one optional free-text field. Every additional mandatory question costs response rate – and the answers you actually need are in the free text anyway.
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Classify and calculate
0 to 6 detractors, 7 to 8 passives, 9 to 10 promoters. The metric is the difference between the shares; passives deliberately do not count.
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Escalate critical answers immediately
A rating of 6 or below creates a task for the responsible person within minutes – with the free text, the case and the contact details. This is the part that actually changes something.
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Analyse and report back
Trend over time, broken down by occasion, team or product line. Plus a short note to respondents about what changed because of their feedback.
What changes in handling feedback
Today
- Feedback only arrives when somebody writes in unprompted
- Complaints reach management weeks later
- Responses sit scattered across mailboxes
- Whether things improve is a gut feeling
- Happy customers are never asked for a referral
With a survey flow
- Every relevant occasion triggers a survey automatically
- Critical answers are on someone's desk within minutes
- All responses come together in one place
- The trend over time is visible, separated by occasion
- Promoters get the referral question at the right moment
What the metric cannot do
NPS is over-interpreted more often than any other metric. Four limitations we state up front:
- The number is not a diagnosis. A score of +36 does not tell you what to do. Feedback only becomes useful through the free text and the question of which occasions score systematically worse. So we build the analysis along occasions, not as one total on a dashboard.
- Small numbers swing hard. At 20 responses a month a single 4 moves the score noticeably. Below roughly 100 responses per period the trend should be read with care – which is why we always show the count alongside.
- Comparisons with other companies mislead. Timing, occasion and wording differ too much. The only meaningful comparison is against your own previous quarter, with the wording unchanged.
- Asking too often lowers response rates. People surveyed after every contact eventually stop answering. So we build in a cooldown: anyone surveyed recently gets no second invitation, whichever flow would trigger it.
Fits your systems
Scope and price
The entry price covers one occasion with escalation and analysis. What moves the price, we say before the quote.
- Definition of occasions and cooldown periods
- Survey with scale and free-text field, in your visual identity
- Automatic classification and calculation
- Escalation of critical answers as a task with context
- Analysis by occasion, team or product line
- Connection to your CRM or helpdesk
- Documentation, handover session and 30 days of support
What increases the price
- Several occasions with different questionnaires
- Multilingual surveys with separate analysis per language
- Connection to an industry system without an open interface
- Referral and review flow for promoters
- Analysis broken down by location or team
Several occasions with multilingual analysis typically land in the range of our Workflow Advanced package from €2,490. We quote the binding fixed price after the intro call.
All prices excl. VAT · operation and further development optionally via a support package
What you get
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Production survey flow
Set up from trigger to analysis and signed off with test cases
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Escalation rule for detractors
Who is informed when and with what context – documented and changeable
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Analysis by occasion
Trend over time with the response count shown, not just one total
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Cooldown logic
Protection against surveying the same person repeatedly in quick succession
Frequently asked questions about customer feedback and NPS
These solutions fit alongside
Email Automation
The mechanic behind it: trigger, waiting time, cooldown and exit.
AI Chatbot for Customer Support
The counter-check: where customers ask reveals what your documentation is missing.
Support Tickets in Teams & Planner
Where a critical response goes – as a task with a deadline instead of an email.
Automated Status Reports
Getting the trend regularly to where decisions are made.
When did you last ask?
In the free intro call we define which occasions justify a survey and who should receive a critical answer. Both matter more than the question of the right questionnaire.
Book a free intro callWhere customer feedback and NPS automation creates value in everyday work
Feedback is collected after relevant customer moments, analysed in a structured way and routed to the right team when criticism or opportunities appear.
Three concrete operating scenarios to compare with your own process.Trigger NPS at the right moment
Surveys start after a real milestone instead of a fixed calendar date.
Detect criticism early
Low scores create a ticket with customer data, context and a response deadline.
Turn praise into advocacy
Positive feedback can enter review or referral workflows after approval.
A strong fit when …
Requests arrive through several channels, need reliable prioritisation and should remain traceable with status, deadline and ownership.
- You handle recurring feedback requests using repeatable rules.
- The intake, target system and accountable business role can be named clearly.
- Exceptions are allowed to remain visible and move to people deliberately.
Deliberate automation boundary
Critical comments, personal statements and public responses are reviewed by staff before any reply.
Explore the technical approach and platformsEstimate time savings with your own volume
The calculator uses 7 minutes today and 2 minutes after automation as fixed example assumptions. It does not replace process analysis.
Illustrative estimate based on the visible assumptions — not a guarantee.