How does NPS feedback flow work?
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There is a flow in which this mechanism works, and it starts with the bot asking the user, "Was I able to help you?", and the answer to this would be either Yes or No.
Irrespective of whether the user says Yes, or No, the bot asks for a NPS score from the user. For No, the bot asks it in an apologetic way, and for Yes, the bot asks in a joyous manner, as shown.
Here, in NPS, the users are divided in 3 categories based on the scores they give, namely Promoters, Detractors, and Passives.
So, if a user gives a score between 0 to 6, the bot will respond in the following way, as shown.
If the user gives a score of 7 or 8, the bot responds in the following way.
Lastly, if the user responds with a 9 or 10 score, the bot responds in the following way.
This is how the NPS Feedback flow works.