When we launched Workflows, the most common use case—by a landslide—was an NPS follow-up.
Makes sense. It’s easy to set up, has clear value, and, honestly, it’s the kind of thing you don’t want to manage manually.
If you're unfamiliar, NPS (Net Promoter Score) is a way to measure customer sentiment.
Customers rate their likelihood of recommending your product on a scale from 0-10.
Since we collect NPS through our own tool, following up on those responses is something we’ve always done, but with different teams owning different tools, our process was a little all over:
And because these automations were split across multiple tools, they broke regularly—without warning.
We unified everything in Appcues. No more tool chaos. We built in-app messages and emails for all three groups—promoters, neutrals, and detractors—so every response got the right follow-up.
If you’d like to start from our emails, give them a copy:
Once our basic Workflow was in place, we decided to personalize it further by branching the flow so customers got follow-ups from their own CSM instead of a generic sender. This made outreach feel more personal and relevant.
Hindsight? This overcomplicated things. If we were doing it again, we’d keep it simple and wait for multi-variate branching (coming soon!) before layering in extra CSM logic. But we wanted to push the limits of branching—and it worked like a charm.
For the simple Workflow, copy this setup. Here’s an image for the visual learners:
And the written instructions:
We've always piped every NPS score into a #customer-feedback Slack channel through the Appcues<>Slack integration, so the whole team can see feedback in real time. That visibility helps us stay connected to customer sentiment and spot trends early.
Now, whenever someone gets a response to a follow-up email, they add that feedback directly to the NPS score in Slack. This extra step gives more context at a glance and makes it easier for everyone—not just CSMs—to learn from what users are saying and take action when needed.
Now that everything’s centralized, we’re optimizing:
If you’re still managing NPS follow-ups across multiple tools—or worse, not following up—take it from us: keep it simple. Start with a basic workflow, cover all responses, and refine from there.
