Onboarding NPS survey template

Steps in this flowchart

• Customer reaches go-live
• Wait 14 days of active use
• Send onboarding NPS survey via Delighted or Qualtrics
• Response received?
• Send one reminder
• Response after reminder?
• CSM asks for feedback on next call
• Score 0-10 & comment logged in CRM
• Score band?
• Thank you & ask for G2 review or case study
• CSM asks what would make it a 10
• Alert CSM & onboarding lead within 24h
• Recovery call & root cause
• Fix plan with owner & dates
• Tag themes in feedback
• Monthly onboarding NPS report
• Improve onboarding playbook
• Next cohort

How to use this flowchart template

1. Click Open in the editor. The flowchart opens on a new page in FlowDiagram — nothing is uploaded and there is no sign-up.
2. Rename, add or delete shapes and drag them where you want; connectors stay attached as things move.
3. Drop in vendor logos from the library — 1,160 of them, including every AWS, Azure and Google Cloud service icon — or restyle it with the colour and theme controls.
4. Prefer text? Edit the Mermaid source below and paste it in through ☰ → Import diagram (see the Mermaid editor); it imports as an editable diagram.
5. Export to PNG, SVG or PDF, or press Ctrl+L for a link that carries the whole diagram.

Mermaid source

The whole template is the text below. Paste it into FlowDiagram, keep it in Git next to the code it describes, or hand it to an AI assistant to extend.

flowchart TD
  A((Customer reaches go-live)) --> B[Wait 14 days of active use]
  B --> C[Send onboarding NPS survey via Delighted or Qualtrics]
  C --> D{Response received?}
  D -->|No| E[Send one reminder]
  E --> F{Response after reminder?}
  F -->|No| G[CSM asks for feedback on next call]
  F -->|Yes| H[Score 0-10 & comment logged in CRM]
  D -->|Yes| H
  H --> I{Score band?}
  I -->|9-10 Promoter| J[Thank you & ask for G2 review or case study]
  I -->|7-8 Passive| K[CSM asks what would make it a 10]
  I -->|0-6 Detractor| L[Alert CSM & onboarding lead within 24h]
  L --> M[Recovery call & root cause]
  M --> N[Fix plan with owner & dates]
  K --> O[Tag themes in feedback]
  N --> O
  J --> O
  G --> O
  O --> P[Monthly onboarding NPS report]
  P --> Q[Improve onboarding playbook]
  Q --> R((Next cohort))

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