Customer Satisfaction & NPS Program
Reading sentiment before it hardens into churn.
Workflow
Step 1NPS Program Strategy & Design
ObjectiveDesign NPS program and measurement approach
InputBusiness objectives, customer feedback needs, competitive benchmarks
OutputNPS program strategy with measurement plan
Key activities
Define program objectives, design survey cadence (quarterly/annual), identify target respondents, design segmentation approach, establish benchmark targets
Decision points
Cadence appropriate? Segments meaningful? Targets realistic?
Tools: Program templatesRoles: Customer success (design), Operations (execution)
Success: NPS program strategy documented
Quality gate: Program strategy approved, benchmark established
Why it matters
- Satisfaction is the early-warning system. A real NPS program turns feedback into fixes instead of a score in a spreadsheet.
Best practices
- Design the survey to surface the 'why', not just the score.
- Follow up with detractors fast.
- Close the loop — tell customers what changed.
- Track trends, not single scores.
Common mistakes
- A score with no action behind it.
- Detractors never contacted.
- Feedback collected and ignored.
Key questions
- What is the trend, not just this month's score?
- What changed because of what they told us?
Agents that drive this
ListenerHealth Monitor
Tools we use · alternates in [ ]
Metabase[ Looker Studio, Power BI, Grafana ]Supabase[ Postgres, Firebase ]