NPS / CSAT
flow
Use Cases / NPS / CSAT

NPS and CSAT that actually route.
Feedback loops on WhatsApp.

Send a one-tap score after a meaningful moment, branch promoters to reviews, passives to learning, and detractors to recovery before sentiment hardens.

42%Survey response
2.3xReview clicks
-35%Unresolved detractors
The workflow

The NPS / CSAT blueprint.

Ask for one score, branch by sentiment, route public reviews only from happy customers, and open a recovery path when the answer is poor.

app.flowella.io / workflows / nps-csat

Workflow diagram requires JavaScript.

WhatsApp templates

Copy that gets honest feedback.

Three templates cover the score ask, review CTA, and recovery opener.

tmpl_nps_score Score ask
Start
CategoryUtility
Localeen_GB
tmpl_nps_review Review CTA
Promoter
CategoryMarketing
Localeen_GB
tmpl_nps_recovery Recovery opener
Detractor
CategoryUtility
Localeen_GB
What it does

Five things that turn feedback into action.

01

Asks at the right moment - trigger after delivery, support close, onboarding, or visit completion.

02

Keeps the question tiny - one tap gets more signal than a long survey link.

03

Branches by score - promoters, passives, and detractors do not get the same follow-up.

04

Protects public review paths - only happy customers see the external review CTA.

05

Creates recovery tasks - detractors get owner assignment and a timely human response.

Deep dive

Why NPS on WhatsApp works.

Customers will tap a score in the same channel they use for service. The value is routing the answer, not just collecting it.

01 Why surveys underperform

Long survey links feel like homework. A one-tap score captures sentiment while the interaction is still fresh.

  • Silent after "yes" — wire your Flow to the CRM milestone (donation cleared, booking confirmed, ticket closed) and let the thread go quiet the instant the job is done. No duplicate ask, no nudge — one trustworthy conversation people actually open next time.

02 How to enhance it

Add AI theme tagging, owner SLAs, Google review links, service recovery tasks, and cohort dashboards in HubSpot.

03 Gotchas

Do not gate all feedback behind public reviews, avoid over-surveying repeat customers, and make recovery ownership explicit.

The point: feedback should create the next best action automatically.

Proof

What it looks like in the wild

The score mattered less than the routing. Detractors stopped sitting unseen in reports.

Daniel Evans
Operations Director
42%Survey response
2.3xReview clicks
-35%Unresolved detractors
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Browse all workflows →
One-click build

Install Flowella and ship the feedback loop first.

Turn one-tap WhatsApp scores into reviews, learning, and recovery tasks in HubSpot.