NPS Campaign Email Framework
NPS Campaign Email Framework
Three-email NPS sequence with survey logic, segment routing for detractors, passives, and promoters — plus follow-up copy variations per score band.
What's inside
- NPS email survey template — high-completion-rate structure
- Follow-up flows by score — Promoter (referral ask), Passive (feedback dig), Detractor (recovery)
- Promoter referral playbook — turn 9s and 10s into pipeline
- Detractor recovery script — actually solve their problem, then re-survey
- Reporting dashboard mockup — track NPS trend + revenue impact
Who this is for
- B2B and B2C brands running NPS but not acting on it
- Customer Success leaders wanting to systematize advocacy
- Lifecycle marketers connecting NPS to retention or expansion
How to use it
- Set NPS survey trigger — 14 days post-activation, then quarterly
- Build the 3 branched follow-up flows — Promoter, Passive, Detractor
- Connect to revenue data — track LTV by NPS bucket
- Operationalize Detractor recovery — escalate to CS within 24h
- Report NPS movement monthly, with revenue overlay
Why Propel built this
At Propel, we've run lifecycle programs for 80+ B2C brands across fintech, healthtech, marketplaces, and ecommerce. This artifact distills the framework we'd build for you on day one of an engagement — battle-tested, opinionated, and tuned for incremental lift over vanity metrics.
Want help implementing?
Book a free 30-minute strategy call. We'll audit your current setup, identify the highest-leverage fix for your specific business, and show you what a Propel engagement would look like.
Contact us
Get in touch
Our friendly team is always here to chat.
Here’s what we’ll dig into:
Where your lifecycle flows are underperforming and the revenue you’re missing
How AI-driven personalization can move the needle on retention and LTV
Quick wins your team can action this quarter
Whether Propel is the right fit for your brand, stage, and stack
