Recipe
Recipe: NPS follow-up email writer
Automatically generate personalized follow-up emails based on NPS scores and verbatim feedback.
Overview
This recipe listens for new NPS survey responses, classifies the respondent as Promoter, Passive, or Detractor, and drafts a tailored email using the customer's own words. Promoters get a referral ask. Detractors get a genuine apology and a direct line to support.
Trigger
survey_response.createdfilter: survey_type = "NPS"Steps
- Fetch the full survey response including score and free-text feedback.
- Classify score: 9-10 → Promoter, 7-8 → Passive, 0-6 → Detractor.
- Load the matching email template from your brand library.
- Merge customer name, feedback quotes, and personalized CTA into the template.
- Draft the email in your connected inbox (Gmail/Outlook) as a pending send.
Template variables
| Variable | Source |
|---|---|
| {{customer_name}} | Survey respondent name |
| {{nps_score}} | Raw score 0-10 |
| {{feedback_quote}} | First 140 chars of verbatim |
| {{segment_cta}} | Dynamic per segment |
Pro tip:Add a 15-minute delay step before drafting to avoid feeling robotic. Combine with the CRM lookup recipe for account owner context.