KogniFeed
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Workflows

Relationship / NPS pulse

Recurring loyalty interviews that keep 0–10 recommend score structured while the agent digs into promoters, detractors, and expansion risk.

Quarterly NPS emails that only ask for a number leave CS and product arguing about anecdotes. Without drivers and competitor language, scores do not guide renewal plays.

This template keeps the classic 0–10 recommend score as a required field, then runs a short AI interview on why — including category of driver and competitive pressure. Recurring waves become a loyalty system, not a vanity metric.

Run on a cadence (monthly or quarterly) for active accounts. Pair with churn-risk interviews when usage drops between pulses.

Best for

  • CX and customer success leaders
  • Product teams tracking loyalty themes
  • QBR and exec readouts

Outcomes

  • Promoter vs detractor themes
  • Competitive comparison language
  • Renewal and advocacy risk signals

How it works

  1. 1

    Schedule a loyalty cadence

    Invite the same owned audience on a fixed rhythm. Tag wave dates so trend lines stay honest.

  2. 2

    Capture score + driver category

    Blueprint fields hold the NPS score and a driver taxonomy (product, support, price, reliability, other).

  3. 3

    Probe promoters and detractors differently

    Ask promoters what to protect and who they would tell; ask detractors what would change the score and which alternatives they considered.

  4. 4

    Feed QBRs with quotes

    Pull editable themes into exec decks. Separate expansion candidates from save plays using CRM segments.

Sample questions

  • QHow likely are you to recommend us to a colleague (0–10)?
  • QWhat is the main reason for that score?
  • QHave you looked at alternatives recently — and if so, what tempted you?
  • QWhat would need to change for your score to move by two points?

Setup tips

  • Do not mix transactional CSAT into the same study — keep relationship pulses clean.
  • Exclude brand-new accounts until they have enough product experience to answer fairly.
  • Store plan and ARR band on contacts for promoter economics, not just averages.

Frequently asked questions

Is this “true NPS” methodology?
It captures the recommend score and explained drivers in an owned-audience interview. Use your own reporting rules for promoter/passive/detractor bands; KogniFeed focuses on actionable qualitative context around the score.
How often should we pulse?
Monthly for fast-moving SaaS cohorts; quarterly for broader CX programs. Avoid weekly pulses unless the ask is ultra-short — fatigue kills completion.
Can we run this in multiple languages?
Yes. Configure locale and copy per study or audience. Keep blueprint field meanings aligned so cross-market charts still work.