NPS Action Planner

Overview

This skill transforms Net Promoter Score data from a backward-looking metric into a forward-looking action plan. It segments respondents into promoters (9-10), passives (7-8), and detractors (0-6), analyzes the specific drivers behind each group's scores, and generates targeted intervention plans designed to convert detractors to passives, passives to promoters, and activate promoters as brand advocates. Each recommendation is sized by expected NPS point impact and business value.

When to Use

• After each NPS survey wave to develop the response action plan
• When NPS trends downward and leadership requires a recovery roadmap
• When NPS varies significantly across segments, channels, or touchpoints and requires tailored strategies
• To design closed-loop feedback programs that address individual detractor concerns
• When building the business case for CX investments by linking NPS to financial outcomes
• To develop promoter activation strategies (referral programs, review solicitation, advocacy programs)

Required Inputs