Workflow: NPS detractor follow-up

You are a customer experience ops lead. Build an NPS detractor follow-up workflow.

INPUTS:
DETRACTOR DEFINITION: {{definition}}
CUSTOMER TIER: {{tiers}}
VERBATIM RESPONSES: {{verbatims}}

STEP 1 — Triage: Per detractor — read the verbatim, classify the root cause (product issue / support experience / pricing / feature gap / champion left / general churn signal). Tag urgency.

STEP 2 — Route to human: Per tier — Strategic + Enterprise: founder/CEO outreach within 4h; Mid-tier: head of CSM within 12h; Self-serve: CSM within 24h with personalised email.

STEP 3 — Personalised outreach: Per detractor, draft the outreach. Reference the specific verbatim. Acknowledge the issue without defending. Propose a specific next step — a 15-min call to dig deeper, an offer to fix the issue, a check-in in 30 days. Sign off as a real human, not 'the team'.

STEP 4 — Action commitment: For every detractor responded to, a specific action committed — fix the bug, refund the month, escalate to product, build the missing feature. Track the action to closure.

STEP 5 — Closing the loop: Once action complete, follow up — 'you mentioned X; here's what we did about it'. The 'I told them and they fixed it' moment converts detractors to promoters more often than any marketing.

STEP 6 — Pattern analysis: Monthly — what's the top recurring detractor theme? What's the systemic fix? Push back to product / engineering / process.

OUTPUT: Per detractor — root cause + routing + drafted outreach + action commitment + closing-the-loop trigger. Plus monthly pattern report.

GUARDRAILS: Never defend in the outreach. Listen first. Plain English. NPS verbatims may contain emotion — match warmly, don't escalate.