{{Your_company}} CEO alarmed by the low NPS score you provided
Hi {{FirstName}},

I hope you're doing well. My name is {{FirstName}} and I am the CEO and Founder of {{Your_Company}}.

I have noticed that you submitted a {{Rating}} score in your NPS survey you submitted a while ago.

I would like to ask for 15 minutes of your time to hear about your experience with {{Your_Company}}, what made you give this score, and if there is anything we can change or improve in the product to make the score higher.

Will highly appreciate your feedback - you can book a call using the link below. This will really help us fix {{Your_Company}}.

[Calendly Link]

PS: If you don’t have time for a call, replying to this email with raw feedback will be highly appreciated as well.
Use Template

Why it works

This email template is effective because it demonstrates a proactive and customer-centric approach from the CEO. By acknowledging the customer’s low NPS score, you show that their feedback is taken seriously and valued. Requesting a 15-minute call to delve deeper into their experience with your company allows for a more comprehensive understanding of their concerns and pain points. It also provides an opportunity to express gratitude for their feedback and willingness to improve. By reaching out personally, the CEO conveys the company's commitment to customer satisfaction and continuous improvement. This approach not only enhances the chances of gathering valuable insights but also reinforces a positive perception of your firm as a customer-centric organization. Even if the recipient cannot accommodate a call, providing the option to provide feedback via email ensures they can still contribute their thoughts. Overall, this template combines personalization, empathy, and a willingness to address any concerns.

When to use it

Use this email template when a customer submits a low NPS score for your product, and you wish to find out the reasons behind it to improve the user experience moving forward. It is suitable when aiming to understand their experience with your product, identify areas for improvement, and convey gratitude for their feedback.

Who can use it

CEOs, founders, or individuals responsible for addressing customer feedback can use this template when reaching out to customers who have provided a low NPS score. While particularly relevant for small and medium-sized businesses where executives can individually reach out to customers, this template works for all companies focused on customer satisfaction and continuous improvement initiatives.

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