How to deal with negative NPS responses?

Receiving passive (7 or 8) or detractor (1 to 6) NPS responses might seem scary, but they are one of the best learning opportunities you will get to improve you customer satisfaction levels. 

Our team built these email templates you can use to follow up with non-positive feedback, check them out below:

Score with comments

Email 1

Hi [name],

Thank you for taking the time to write this feedback to us.

[[EDIT EACH TIME

• Acknowledge the specific issue they raised
• If it's something you already have a documented answer for, then share that
• If it's something you are working on improving then update them on what you are doing

]]

I'd be very happy to talk to you in more detail about this. If you'd like to get on a call let me know some times that work for you.

Best wishes,

[name]

Email 2

Follow up email

Hi [name], did you get a chance to read my last email about [SUBJECT OF THEIR FEEDBACK]?

Let me know if you would like to discuss that in more detail.

[name]

— Original message —

Hi [name],

Thank you for taking the time to write this feedback to us.

[[EDIT EACH TIME

• Acknowledge the specific issue they raised
• If it's something you already have a documented answer for, then share that
• If it's something you are working on improving then update them on what you are doing

]]

I'd be very happy to talk to you in more detail about this. If you'd like to get on a call let me know some times that work for you.

Best wishes,

[name]

Score with no comments

Detractors, blank comments

Hi [name], thank you for taking the time to rate [name of your company]. I saw you gave a score of [answer] and I'm sorry we didn't earn a higher one this time.

It would be great if you could tell me why you scored us [answer], some of the most valuable feedback we get is from customers who leave a low score.

I would be happy to get on a call with you to discuss this, could you send me some available slots? 

Best, 

[your name]

Passives, blank comments

Hi [name], thank you for taking the time to rate [name of your company]. I see you gave us [answer] and would love to know what we could do to nudge that up for next time.

I would be happy to get on a call with you to discuss this, could you send me some available slots? 

Regards, 

[your name]