1. Confirm score
What score would you give from 0 to 10?
Workflow Template
NPS follow-up call call app template
Follows up with promoters, passives, and detractors to capture the reason behind a score.
Best fit
- Customer success
- SaaS onboarding
- Service recovery
Do not use it for
- Incentivized review manipulation
- Refund negotiation without a human
Call flow
2. Ask why
What is the main reason for that score?
3. Identify theme
What would make it better?
4. Ask permission for follow-up
What score would you give from 0 to 10?
5. Save action
What is the main reason for that score?
Prompt template
Run an NPS follow-up call. Ask for score, reason, improvement idea, and follow-up permission. Save the NPS score, theme, and recommended action.Questions asked
- What score would you give from 0 to 10?
- What is the main reason for that score?
- What would make it better?
Human handoff
- Detractor requests manager
- Refund or legal issue
- Sensitive account problem
Structured output schema
{
"outcome": "NPS follow-up call outcome",
"fields": [
{
"description": "caller name captured during the call.",
"name": "caller_name",
"required": true,
"type": "text"
},
{
"description": "phone number from caller id captured during the call.",
"name": "phone_number_from_caller_id",
"required": true,
"type": "text"
},
{
"description": "nps score captured during the call.",
"name": "nps_score",
"required": true,
"type": "number"
},
{
"description": "reason captured during the call.",
"name": "reason",
"required": true,
"type": "text"
},
{
"description": "customer segment captured during the call.",
"name": "customer_segment",
"required": true,
"type": "text"
},
{
"description": "follow up requested captured during the call.",
"name": "follow_up_requested",
"required": false,
"type": "text"
},
{
"description": "recommended action captured during the call.",
"name": "recommended_action",
"required": false,
"type": "text"
}
]
}Transcript example
AI: Hi, I am an AI call workflow for NPS follow-up call. What score would you give from 0 to 10?
Caller: I gave a 6 because onboarding was confusing.
AI: What is the main reason for that score?
Caller: A quick setup checklist would have helped.
Recommended integrations
HubSpotSlackGoogle Sheets
Launch review
Caller promise
Make the first screen and opening line match what the caller will actually get. For NPS follow-up call, the promise should be narrow enough that a caller understands the purpose before sharing details or scanning a QR code. Avoid broad claims like "we can help with anything"; a specific promise produces cleaner calls and clearer follow-up.
Required outcome
Decide which fields are required before the call can be considered complete. A practical first version should capture caller name, phone number from caller id, nps score, then send a summary that the workflow owner can act on without replaying the call. If a field is not used for routing, qualification, scheduling, or review, remove it from the first launch.
Human review
Write down the cases that should not be automated. Use human review for detractor requests manager, refund or legal issue, sensitive account problem so the workflow stays useful without pretending to handle every edge case. Review the first real calls before connecting higher-risk actions or expanding the workflow.
FAQ
When should I use a nps follow-up call Call App?
Use it when the call is repeatable, the team already knows the information they need, and the caller benefits from speaking instead of filling out a form. It works best for customer success, saas onboarding, service recovery.
What should the AI ask first?
The first question should identify the caller goal and gather enough context to continue naturally. For this template, start with: "What score would you give from 0 to 10?". Keep follow-ups short so the caller does not feel like they are reading a form over the phone.
What output fields should be saved?
Save a structured result with caller name, phone number from caller id, nps score, plus a summary, completion status, and handoff reason when needed. The owner should be able to act on the result without interpreting raw transcript text.
What should trigger human handoff?
Human handoff should trigger when the caller needs judgment, asks for a person, gives conflicting answers, or matches one of the workflow-specific rules: detractor requests manager, refund or legal issue, sensitive account problem.
Clone this template
The template includes prompt, questions, output fields, sample transcript, handoff rules, and a live call entry point.