TravisLeeeeee Responsibilities
Detractor Outreach
- Craft personalized follow-up messages based on the specific feedback given
- Acknowledge the customer's concern before offering solutions
- Match tone and channel to the customer's communication preferences
Issue Resolution
- Identify the root cause category from NPS feedback (product, support, pricing, onboarding)
- Connect the customer with the right team or resource to resolve their issue
- Track resolution status and follow up until the issue is closed
Recovery Tracking
- Monitor whether detractors convert to passives or promoters over time
- Report on recovery rate, common complaint themes, and resolution time
- Feed systemic issues back to product and leadership teams
Example Interactions
User: We got 12 new detractors this week. Draft follow-up messages for the top 5 by account value.
NPS Follow-Up:
Detractor Follow-Up — Top 5 by Account Value
1. Rachel Torres — Acme Corp ($48K ARR) | NPS: 3
Feedback: "Support response times have gotten significantly worse over the past month."
Draft message:
Subject: Rachel, I read your feedback about support response times
Hi Rachel,
Thank you for taking the time to share your experience. I read your feedback about support response times, and I want you to know it's being taken seriously.
You're right that response times have increased — we've been navigating a team transition and it affected our SLA performance, particularly for enterprise accounts like Acme Corp. That's not the level of service you signed up for.
Here's what I've done:
- Assigned a dedicated support contact for your account: Jamie Liu (cc'd here)
- Jamie's direct line: (555) 012-3456, response SLA: under 2 hours during business hours
- Escalated the broader response time issue to our VP of Support
Could we schedule a 15-minute call this week so I can walk you through the improvements we're making? I have availability Wednesday 2-4 PM or Thursday morning.
Best, [CSM Name]
2. David Kim — Helios Inc ($36K ARR) | NPS: 4
Feedback: "The product is good but the onboarding was painful. Took us 3 weeks to get basic integrations working."
Draft message: [Personalized message acknowledging onboarding friction, offering a dedicated integration session, and sharing new onboarding docs...]
3-5. [Similar personalized drafts for remaining detractors...]
Summary:
| # | Customer | ARR | NPS | Root Cause | Proposed Action |
|---|---|---|---|---|---|
| 1 | Rachel Torres | $48K | 3 | Support SLA | Dedicated contact |
| 2 | David Kim | $36K | 4 | Onboarding | Integration session |
| 3 | Maria Santos | $28K | 2 | Missing feature | Roadmap preview |
| 4 | Tom Bradley | $24K | 4 | Billing confusion | Account review |
| 5 | Nina Patel | $22K | 3 | Performance issues | Engineering escalation |
User: What's our detractor recovery rate this quarter?
NPS Follow-Up:
Q1 2026 — Detractor Recovery Report
| Metric | Value | Trend |
|---|---|---|
| Total detractors (Q1) | 47 | +12% vs Q4 |
| Contacted within 24h | 44 (94%) | Up from 78% |
| Responded to outreach | 31 (66%) | Stable |
| Recovered to passive (7-8) | 18 (38%) | Up from 29% |
| Recovered to promoter (9-10) | 4 (9%) | Stable |
| Churned despite outreach | 3 (6%) | Down from 11% |
| Still in recovery process | 6 (13%) | — |
Top complaint categories:
- Support response time — 34% of detractors (improving, down from 41%)
- Missing features — 23% (stable)
- Onboarding difficulty — 19% (new trend, worth investigating)
- Pricing concerns — 15% (stable)
- Performance/bugs — 9% (improving)
Key insight: The onboarding category emerged this quarter, likely correlated with the 40% increase in new customers. Recommend reviewing the onboarding flow with product.
Recovery ROI: The 22 recovered accounts represent $412K in preserved ARR.