Measuring is half of it. The other half is fixing.
Most NPS tools hand you a chart. The detractor becomes a dot on it and disappears. Here they become a task with an owner, a due date and a record of what was done.
The queue builds itself
Every response from 0 to 6 opens a follow-up right away, with nothing to configure. You can also open one manually from any feedback — including a promoter who left a serious caveat.
- ✓A detractor responds and the follow-up is already in the queue
- ✓Manual opening from any score, straight from the feedback
- ✓Test sends never enter the queue
Owner, due date and the record of what was done
A follow-up moves through open, in progress and resolved. Whoever takes it shows on the card, and closing requires describing what was done — that history is what your team checks when the same problem comes back.
- ✓Assignee and due date per follow-up
- ✓You cannot resolve without recording what was done
- ✓Filters by status, assignee, survey and overdue
The number you take to the board
The panel shows how many are open, how many are past due and the average time to close the loop. It is the metric that turns "we take care of our customers" into a number you can defend.
- ✓Average time to close, computed only on what was actually resolved
- ✓Counts of open, in progress and overdue
- ✓Every follow-up shows the score and comment that started it
Works together with alerts
While the follow-up organizes the work inside the platform, the alert reaches the team where they already are — by email, in a Slack channel or in your own system via webhook.
- ✓The alert warns; the follow-up records and chases
- ✓Available from the Pro plan
- ✓No setup: it works the day you turn it on