NPS / CSAT Survey & Follow-Up
Send NPS/CSAT surveys, score the results and the trend, then route the right follow-up - detractors to a save queue, promoters to a review ask - with a manager approving every action before it goes out.
A working internal survey tool that sends NPS/CSAT, collects responses, computes the score and trend, routes detractors and promoters, waits for a manager to approve follow-up actions, and exports a clean results + action CSV.
Before you start
- A recipient list as CSV (customer, email, segment)
- Your survey questions and routing rules (what counts as a detractor vs promoter)
- Free Vercel, Supabase, and Resend accounts
The problem this kills
You send a survey, the responses trickle into a spreadsheet, and then... nothing happens fast enough. An angry customer who would have stayed if someone had called within a day gets forgotten. A thrilled customer who would happily leave a glowing review never gets asked. And worst of all, someone on your team accidentally asks an unhappy customer for a public review - exactly the wrong move.
The math of customer satisfaction is easy. The follow-through is where it falls apart: knowing who to chase, when, with what message, and making sure nobody gets surveyed twice or contacted at the wrong moment.
This Implementation Plan gives you a tool that closes the loop automatically - while keeping a human firmly in charge of every message that reaches a customer.
What you'll build
A small private web app, just for your team, that:
- Imports your recipient list (customer, email, segment) from a CSV.
- Sends an NPS or CSAT survey by email through Resend.
- Collects the responses on a clean, mobile-friendly survey page.
- Computes your NPS/CSAT score and shows the trend across survey waves.
- Automatically sorts respondents into detractors (unhappy), passives, and promoters (delighted).
- Drafts the right follow-up for each group - a save/escalation task for detractors, a review/testimonial ask for promoters.
- Holds every follow-up behind a manager approval gate so nothing reaches a customer without a human "go."
- Exports a results CSV and a routed-action CSV in the exact columns your other systems expect.
What's inside the Implementation Plan
The plan is a single markdown file you paste into Claude Code (an AI coding agent). It builds the whole tool with you, step by step, in plain language.
It opens by interviewing you about your business. Before writing a line of code, the plan asks how you survey today, what your data looks like, how you define a detractor vs a promoter, your quiet-hours and frequency rules, and your messiest edge cases. Then it reads back a short tailored spec and waits for your thumbs-up. You get a tool shaped around your process - not a generic template you have to bend to fit.
From there it walks through accounts, the data model, the survey-send flow, scoring and trends, routing, the approval gate, and the CSV exports - each step ending with a ready-to-paste prompt.
The governance it includes (this is the point)
This is the part most DIY survey hacks skip, and it's why this tool is safe to run on real customers:
- Login so only your team can open the tool.
- Row-level security so each organization only ever sees its own data.
- A complete audit trail - who sent what, who approved which follow-up, and when.
- A hard human-in-the-loop approval gate - the AI drafts the send list and the follow-ups; a manager reviews and approves; only then does anything go out.
- Duplicate guards keyed on email + survey wave, so no customer is surveyed twice in the same wave.
- Respect for quiet hours and frequency caps, and a built-in rule that detractors are never auto-asked for a public review.
Who it's for
Customer-marketing and CX ops people who measure satisfaction and actually want to act on it - close saves, collect testimonials, and watch the trend move - without becoming a developer.
You've got this. Paste the first prompt and let the interview tailor the rest.