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Detractor recovery email automation

When someone scores you 0–6, apologise, ask what went wrong and flag them for a call. Recover unhappy customers quickly and learn what to fix.

Use this workflow free

How it works

Starts when the tag “detractor” is added. 2 emails over 7 days.

  1. Day 0: send “We’re sorry we let you down”
    Design: Service disruption / apology template
  2. Tag the contact “needs-call”
  3. Wait 7 days
  4. Day 7: send “What we’ve changed, thanks to you”
    Design: Personal letter template

Frequently asked questions

What is a detractor recovery automation?

When someone scores you 0–6, apologise, ask what went wrong and flag them for a call. Recover unhappy customers quickly and learn what to fix.

How does the detractor recovery sequence start?

Starts when the tag “detractor” is added. Each contact then moves through the steps on their own schedule.

How many emails are in the detractor recovery sequence?

It contains 2 emails over 7 days. You can add, remove or reorder steps, change the waiting times and edit every email.

How do I set up this detractor recovery automation?

Create a free ENB Technologies account, go to Automations › New automation and choose “Detractor recovery”. It is created with every email designed in your brand. Review it, then click Activate.

Also searched as: nps detractor follow up, unhappy customer email, service recovery automation, complaint follow up email

At a glance

  • Goal: Recover unhappy customers quickly and learn what to fix.
  • Trigger: Tag added
  • Length: 2 emails over 7 days
  • Smart rules: skips people who unsubscribe; waits for double opt-in confirmation

Use this workflow free

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