Customer follow-up
Give attributable low scores an owner, due date and reviewed outcome.
YouStatusOpenInProgress
Turn a low score into a useful conversation
An attributable NPS detractor response can open a follow-up for the customer’s Account Manager. Configured low CSAT or high-effort CES cases can use the same accountable process. The task retains the source response, reason, due date and current owner so the customer issue does not disappear inside a report.
The response and trigger reason identify the task. Repeated automation returns the existing follow-up instead of asking two people to contact the same customer. If the CRM owner is missing or inactive, the task remains unassigned for CX Manager routing. The system does not invent a recipient or send private comments to a generic group.
Work within the current customer book
Account Manager sees attributable feedback for their own customers and records the actual conversation. Notes describe what was discussed, while the outcome category distinguishes a resolved issue from an unreachable customer, a product escalation or continuing churn risk. An outcome should reflect the conversation that happened, not simply the fact that a task was opened.
Current ownership matters after reassignment. A former owner cannot retain access through a saved link or export, and a new owner needs an explicit task assignment where appropriate. Anonymous feedback stays outside this outreach process. It can inform broader improvements, but it supplies no customer identity for a personal recovery message.
Review closure without losing the history
When the conversation is ready for review, Account Manager submits the outcome and its exact revision. CX Manager can approve it or return it with a reason. The reviewer must be different from the owner and submitter. Changing the notes or outcome after submission makes the earlier review request stale, so an old approval cannot close a new version of the work.
Approval records the decision and resolved time. Returning a task makes the next action visible rather than hiding it in a comment. Later outreach should have its own traceable work record; it does not silently rewrite an earlier resolved conversation. The follow-up board distinguishes unassigned, open, in-progress, review and resolved tasks, while throughput reports retain the response and outcome population behind the totals. Customer contact continues to respect current consent and the purpose for which the feedback was collected.
Modules
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Survey design
Build CSAT, NPS and CES instruments with a clear scoring basis.
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Campaigns and delivery
Reach eligible customers with approved surveys and controlled reminders.
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Response capture
Keep completed answers valid, private and connected to the survey customers received.
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Customer follow-up
Give attributable low scores an owner, due date and reviewed outcome.
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Feedback analytics
Read CSAT, NPS and CES with the population and scoring rules behind each result.
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Themes and experiments
Learn from customer comments and test survey wording on a stable basis.
Reports
All reportsDetractor & Followup Throughput
Detractor responses created in period, Followups opened, in-progress, resolved with median days-to-resolve and OutcomeCategory mix (Resolved / NotReachable / EscalatedToProduct / ChurnRisk / Recovered). Surfaces stalled followups and AccountManagers operationalizing recovery.
Roles and permissions
Owns campaign review, program operation and independent follow-up outcome decisions.
Designs draft instruments and wording experiments for CX Manager review.
Defines analytical cohorts and interprets permitted aggregate results.
Works attributable feedback and outreach for the current customer book.
Uses attributable interaction feedback and scorecards for the current support team.
Related processes
Survey to approved campaign
Publish the instrument and approve the exact campaign before launch.
4 stages · 1 approval
Event to accepted response
Deliver an eligible invitation and accept one valid response.
4 stages · 0 approvals
Low score to reviewed follow-up
Assign attributable customer outreach and independently review the result.
4 stages · 1 approval