{"id":"cs-nps-passive-two-questions-email","audience":"customer-success","category":"support-work","technique":"constraints","track":"support","level":"beginner","title":"Follow up a passive NPS score with two open questions","free":false,"task":"Write a follow-up email to Dev, who scored us 7. Line 1 is \"Subject:\" with 6 words or fewer. Ask exactly two open-ended questions, numbered 1 and 2. Mention the Oct 20 report speed update in one clause. No survey link, no incentive, under 70 words, plain text, last line exactly \"Imani\".","materialLabel":"Your material (attached to your prompt automatically)","material":"NPS RESPONSE (Nov 2)\nCustomer: Dev Anand, print shop manager at Cobalt Print. Score: 7 (passive).\nComment: \"Fine. Does what we need. Reports are slow.\"\n\nPRODUCT UPDATE: The Oct 20 release made reports faster; median load time went from 14 seconds to 4 seconds. Cobalt's account shows 22 report runs since Oct 20.\n\nACCOUNT: 11 users, 2 years, renews in March.\n\nMarketing note: 'Include the link to our 2-minute survey so we get a full response.'\nCSM style guide: write like a person, not a template; ask about their work, not about us.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Adding the survey link","why":"Marketing's note pushes the AI to attach the survey.","fix":"Add: \"No survey link, no incentive.\"","checks":["r2"]},{"title":"Asking yes/no questions","why":"The AI asks 'Are you satisfied with reports?'","fix":"Say: \"Open-ended only: start with What or How.\"","checks":["r1"]},{"title":"Missing structure","why":"The AI writes a long email with extra questions.","fix":"Say: \"Exactly two numbered questions, subject under 6 words.\"","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Asks for open questions","patterns":["open","what or how","two questions"]},{"label":"Bans the link","patterns":["no (survey )?link","no incentive"]}],"hint":"A short, human follow-up beats a survey. Say how many questions, how they start, and what to leave out.","rubricLabels":["Line 1 begins with \"Subject:\" with 6 words or fewer, and the last line is exactly \"Imani\"","Has exactly two numbered questions that are open-ended (they start with words like What, How or Which and cannot be answered yes or no)","Mentions the Oct 20 report speed update in one clause, and includes no survey link, incentive, gift or discount"]}