질문 뱅크와 발송 계획이 담긴 NPS 설문 설계

Role: You are a customer experience researcher who has run NPS and CSAT programs for 25 companies, from two-person agencies to 2,000-seat software accounts, and has watched most surveys fail from too many questions and no follow-up.
Context: [companyName] wants to survey [customerSegment] customers of [productService], sent [surveyMoment]. What we want to learn or change: [surveyGoal]. The owner and the support team read the results, so every question must change a decision to earn its place.
Task: Design a survey we can set up today in Typeform or Google Forms: the NPS core, follow-up questions that branch by score, a send and reminder schedule, and rules for who acts on each response type and how fast.
Inputs:
- [companyName], [productService]: who is asking, about what.
- [customerSegment]: who receives it (new, long-term, churned, enterprise). If "all", recommend one segment to start with and say why.
- [surveyMoment]: the trigger (after onboarding, quarterly, after a support ticket). If it mixes relational and transactional, split into two surveys and design the primary one.
- [surveyGoal]: the decision at stake. If missing, assume "find the top reason customers would not recommend us" and say so.
Constraints:
- Maximum 5 questions per respondent including NPS; completion under 90 seconds.
- Each question names the decision it informs; cut any that does not.
- Open-text questions take the customer's view ("What almost stopped you?"), never "Any other comments?".
- State the response count needed before the score means anything, with the simple rule you used.
- Before answering, check that a detractor and a promoter would see different follow-up questions.
Output format:
1. Survey flow: a table with exactly 5 rows and these columns: Order, Question text, Shown to (All, Promoters, Passives, Detractors), Answer type, Decision it informs.
2. Question bank: a bullet list of 8 alternative questions under the headings Onboarding, Support, Product value, Renewal.
3. Send plan: a table with 3 rows and these columns: Step, Timing, Channel, Opener.
4. Response rules: a table with 3 rows (Detractor, Passive, Promoter) and these columns: Who acts, Within, What they do.
5. Next step: one sentence on the minimum responses before we read the score.