Follow up with a detractor after a low NPS or CSAT score
A personal follow-up to a customer who gave a low score, to understand what went wrong and close the loop.
The prompt
A customer gave us a low NPS or CSAT score. Help me follow up.
Score and their comment: [SCORE AND VERBATIM COMMENT]
Who they are: [ROLE, account, contract value, renewal date, decision-making influence]
Account context: [RECENT TICKETS, USAGE, past feedback, known issues]
What I already know about the cause: [DETAILS or "nothing yet"]
Give me:
1. What the comment and context suggest about the real issue, and what's still unclear.
2. A personal follow-up email (under 120 words) sent within 48 hours: thank them for honest feedback, reference their comment specifically, and ask for a 15-minute call. No defensiveness, no survey language.
3. A version if they left no comment.
4. A call guide: 5-6 open questions to understand the problem, how to respond without making promises I can't keep, and how to agree one concrete next step.
5. A close-the-loop message for later, telling them what changed because of their feedback.
6. How to log it: the fields to capture so the feedback reaches product, support, or leadership.
7. Whether this changes the account's risk level, and what to watch.
If the comment reveals a serious issue (data, security, billing error), tell me to escalate it internally before replying.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- SCORE AND VERBATIM COMMENT
- RECENT TICKETS, USAGE, past feedback, known issues
- DETAILS or "nothing yet"
How this prompt is built
This prompt follows the RTF structure (Role, Task, Format). RTF tells the model who to be, what to do and what shape the answer should take. It is the quickest structure that still gives noticeably better results than a bare request.
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