Feedback Loop After First Box

Trigger:

  • Customer received first delivery

Actions:

  • Email survey 2 days after delivery

  • WhatsApp with 3 emoji-style review options

  • Trigger CS follow-up if NPS < 7

NBA Logic:

  • Tests tone/channel of post-delivery messages

  • Prioritizes best survey channel

KPIs:

  • Survey completion rate

  • Avg. NPS for new users

  • Churn in next 30 day

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