Follow up with every NPS detractor

The trigger

One read-only SELECT against PostgreSQL. Rowfire polls it for new rows, and the rule fires once per account per month.

SELECT r.id AS response_id,
       a.id AS account_id,
       a.name AS account,
       p.name AS plan,
       r.respondent,
       r.score,
       r.comment,
       r.submitted_at
FROM nps_responses r
JOIN accounts a ON a.id = r.account_id
JOIN plans p    ON p.id = a.plan_id
WHERE r.score <= 6
  AND a.is_internal = false

The clock is submitted_at and the key is account_id. A score of 6 or below is a detractor on the standard NPS scale.

One trigger, two rules

rule	fires at most	action	demo backtest, 120 days
detractor_follow_up	once per account per month	Zendesk ticket, high priority	65 of 120 rows
detractor_to_slack	once per account per day	Slack #customer-voice	120

The trigger is polled once and its rows go to both rules, so the channel hears every comment while customer success gets one ticket per unhappy account a month.

{{ respondent }} at {{ account }} ({{ plan }}) scored us {{ score }}: "{{ comment }}"

Start both rules in shadow, check the backtest’s example rows, then promote. For accounts that never got going at all, see rescue trials that never activated.