Treat NPS Like a Routing Signal
Use NPS feedback to identify the right follow-up motion for each customer.
A score tells you heat, not readiness. What the framework is for A score tells you relationship heat, not advocacy readiness. Promoters still need outcome proof, passives usually need narrative help, and detractors need recovery. Why teams get it wrong Teams fail when they confuse warmth with readiness or treat every positive score like a public green light. Mature Net Promoter programs are follow-up systems, not dashboard rituals. What good looks like Good routing checks sentiment, recent value proof, and unresolved risk before any outreach leaves the building.
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