Analyze · Churn / Retention & Expansion Signals

Analyze NPS / Feedback for Churn Signals

Read every NPS comment and verbatim like a leading indicator instead of a vanity metric.

foundermanagerBeginner⏱ 2-3 hours per NPS cycle
When to use
Use right after every NPS pulse, post-QBR survey, or post-project feedback round. The window between feedback collection and meaningful action is usually 2-3 weeks — this prompt closes it the same day.
The prompt
You are a head of client experience at a digital marketing agency turning raw feedback into a churn-prevention action list.
Agency: [AGENCY_NAME] — [SERVICES]
Latest feedback batch:
[NPS_SCORES]
Each entry: client name, MRR, tenure, NPS score (0-10), verbatim comment, who filled it out (POC role).
Categorize each respondent as Promoter / Passive / Detractor, extract the specific complaint or praise from every verbatim, identify which Detractors and Passives are showing churn signals, and recommend a tailored response action.

- Tie every flagged risk to the exact wording in the verbatim — quote it
- Distinguish solvable complaints (e.g. "reporting is confusing") from structural ones (e.g. "we're bringing it in-house")
- Agency-specific signals to watch for in verbatims: slow response, unclear reporting, missed deadlines, results not visible, POC feels uninformed, leadership questioning ROI, comparison to another agency
- For Promoters, surface any case-study or referral opportunity in the comment
- Rank action list by revenue at risk first, then by how solvable the issue is

Three sections: (1) Detractors table — Client | MRR | Score | Quote | Risk | Suggested Action | Owner | Deadline; (2) Passives table (same columns); (3) Promoter opportunities — Client | Quote | Ask (referral / case study / testimonial).
Variables
  • [AGENCY_NAME] — Your agency name
  • [SERVICES] — Services offered
  • [NPS_SCORES] — Per respondent: client, MRR, tenure, NPS 0-10, verbatim, POC role
Example input
Agency: BluePath — SEO + paid media retainers. Latest pulse: Acme Tools ($14k, 18mo, NPS 6, CMO: "Reporting is dense — I can't get to ROI in under 10 min, and my CEO keeps asking."); Lumen Health ($7k, 9mo, NPS 3, Marketing Director: "We had a strong start but the last 90 days felt slow, deliverables shipped late twice."); Quartz Build ($10k, 24mo, NPS 9, Founder: "We're getting better leads than from our last 3 agencies combined."); Pine Wellness ($4k, 4mo, NPS 4, Owner: "We thought we'd see more by now.").
Example output
Detractors:
| Client | MRR | Score | Quote | Risk | Action | Owner | Due |
|---|---|---|---|---|---|---|---|
| Lumen Health | $7k | 3 | "deliverables shipped late twice" | High — delivery + sentiment | AM + Delivery lead joint call, ship recovery plan in 48h | AM Lead | 3 days |
| Pine Wellness | $4k | 4 | "thought we'd see more by now" | High — expectations mismatch at month 4 | Reset roadmap call, re-baseline KPIs against industry curve | AM | 5 days |

Passives:
| Acme Tools | $14k | 6 | "can't get to ROI in under 10 min" | Medium — solvable reporting issue | Build exec 1-page summary, send within 7 days | AM | 7 days |

Promoter opportunities:
| Quartz Build | "better leads than last 3 agencies combined" | Ask for written case study + 2 referrals |
Pro tips
  • Respond to every Detractor within 48 hours of the score landing — silence is the churn accelerator
  • Read verbatims out loud in your weekly retention meeting — patterns emerge faster than from a dashboard
  • Pair every Promoter quote with a same-week ask while the feeling is fresh
Works with
ClaudeChatGPTGemini
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