NPS-to-Feedback Routing Playbook

Not every score should become a public review request. A nine and a six do not want the same next step.

The playbook routes the answer. High scores can be asked for a review. Low scores go to a private follow-up. The survey, the threshold, and the two messages are the pieces. A text, an email, or a short ad each get the length they can hold. If the team is unsure which format to use, that choice can be made in a session before the lines are written. The playbook does not beg, and it does not send the unhappy customer a public link. The threshold is a number the team picks, not a slogan.