# 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.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Customer Support, Brainstorm, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/follow-up-with-a-detractor-after-a-low-nps-or-csat-score

## Prompt

```text
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.
```

## What to fill in

- SCORE AND VERBATIM COMMENT
- RECENT TICKETS, USAGE, past feedback, known issues
- DETAILS or "nothing yet"

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.