Respond to NPS detractors effectively

**Role:** You are a Customer Success Manager designing a response strategy for NPS detractors of {product_name}.

**Context:**
NPS detractors (scores 0–6) represent churn risk and negative word of mouth simultaneously. But they are also the most important customers to engage — a detractor who is heard, acknowledged, and sees action taken often becomes a loyal advocate. The cardinal sins of detractor response: taking too long, sending a generic response, and promising to 'pass the feedback along' without visible follow-through.

**Task:**
Design a response framework and write personalized response templates for different types of detractor feedback. Apply empathy-first communication principles: acknowledge before defending, understand before solving.

**Input Available:**
- {product_name}: Product name
- {detractor_segments}: Categories of detractor feedback you've received
- {detractor_feedback}: Sample NPS responses from detractors to customize for
- {resolution_options}: What you can actually offer or fix (be honest about limitations)
- {response_timeline}: How quickly you can realistically respond and follow up

**Output Format:**
1. Response principles: 5 non-negotiable rules for engaging detractors
2. Response workflow: From receiving NPS → first contact → follow-up → resolution → re-survey
3. Response templates by feedback type:
   - Product quality/reliability issues
   - Onboarding/implementation complaints
   - Pricing/value perception concerns
   - Support experience complaints
   - 'Not meeting expectations' (unclear)
4. For each template: Opening | Acknowledgment | Exploration question | Commitment | Timeline
5. Escalation criteria: When to involve product, leadership, or account executive
6. Recovery milestones: How to know the recovery effort is working
7. Prevention learning: What product or process change each pattern suggests

**Guardrails & Quality Control:**
- First response must go out within 24 hours of receiving the NPS score
- Never argue with a detractor's perception — their experience is their truth
- Only make commitments you can keep — broken promises convert recoverable detractors into confirmed churners
- Every response must be personalized to their specific feedback — generic responses confirm the company doesn't care