NPS detractor auto-creates internal alert task

Outcome. The moment a contact answers a Net Promoter Score survey as a Detractor, the account owner and the CS team get a task and a notification, instead of the response sitting unread in a report.

flowchart TD
    A[Contact submits NPS survey response] --> B{Response category = Detractor?}
    B -->|no| Z[No action]
    B -->|yes| C[Create task for owner]
    C --> D[Notify owner]
    D --> E[Set Churn Risk Flag = true]
    E --> F[Add to NPS Detractors list]
    F --> G{Owner unknown?}
    G -->|yes| H[Notify CS team queue]
    G -->|no| I[Done]

When to use it / when not to

• Use it on any account already running a native HubSpot NPS survey where detractor responses are not consistently followed up on.
• Use it as the fast, contact-level alert; pair it with renewal-expansion-004 for a rolled-up account risk score once several signals exist.
• Do not use it if the NPS survey is a plain custom form rather than a native Feedback Survey. Custom forms do not auto-classify responses as Promoter/Passive/Detractor, so the enrollment criteria below will not exist.
• Do not treat a single detractor response as certain churn. Use it to trigger a conversation, not an automatic account status change.