Owner: Zimal Aziz — Delivery Support Specialist
Joint Ownership: Hamza Tasneem (Head of Development)
Department: D3 — Client Support
Entity: REMAP.ai
Status: v0.9 · Reviewing
Version: 0.9 | Last updated: June 2026 | Classification: Confidential
What this workflow does: Covers the period immediately after a project or engagement
is delivered. Zimal sends the NPS survey, responds based on the score, and where the
client is a Promoter, sends the referral request. This workflow is the bridge between
delivery completion and either offboarding (CS-06) or a new engagement (SAL-01).
What triggers it: All deliverables confirmed complete and handover checklist
(DEL-03-DOC-04) fully ticked — confirmed by PM.
What it produces: NPS survey sent and scored + referral request sent to Promoters
(score 9–10) + Andrew leads response to Detractors (score 0–6) + CS-06 (Client
Offboarding and Termination) triggered.
Why it matters: The NPS moment is the single best opportunity to turn a completed
project into a referral, a case study, or a renewed engagement. A fast, warm, personal
post-delivery process — built on what was actually delivered — is what converts satisfied
clients into advocates.
⚠️ Andrew Involved — Any client scoring 0–6 (Detractor) must be escalated to
Andrew immediately. Zimal does not send any referral request to Detractors. Andrew
leads the Detractor response personally.
| Role | Department | Responsibility | Andrew? |
|---|---|---|---|
| Zimal — Delivery Support Specialist | D3 Client Support | Confirms delivery complete; sends NPS survey within 24–48h; assesses score; sends referral request to Promoters; logs Passive scores; escalates Detractors | No |
| Andrew Herbert — CEO | Strategic | Leads all Detractor (score 0–6) responses immediately. Joint owner of referral request (CS-04-DOC-03). | Yes |
| Hamza — Head of Development | D4 Delivery | Joint owner — confirms DEL-03-DOC-04 handover checklist complete; receives escalation on delivery-related Detractor complaints | No |
| PM — Project Manager | D4 Delivery | Confirms all deliverables complete and handover checklist ticked — this is the trigger for CS-04 | No |
Step 1 — Confirm Delivery Complete
Step 2 — Send NPS Survey (CS-04-DOC-02)
Step 3 — Assess Score and Route Response
Decision: NPS score routing
| Score | Label | Action | Owner | Timeframe |
|---|---|---|---|---|
| 9–10 | Promoter | Send referral request (CS-04-DOC-03) | Zimal | Within 24h of score received |
| 7–8 | Passive | Log score; flag for re-engagement in 60 days | Zimal | Same day |
| 0–6 | Detractor | Escalate to Andrew immediately; do not send referral | Andrew leads | Immediately |
Step 4 — Send Referral Request (CS-04-DOC-03)
Step 5 — Detractor Escalation (exception path)
Step 6 — Trigger Offboarding
When to send: Within 24–48 hours of final delivery and handover confirmation
Subject: One Quick Question | [Client Name] x REMAP.ai
Hi [Client Name],
Now that your [engagement type] is complete, we would love to hear your honest
feedback. It will only take 30 seconds.
[NPS Survey Link — Typeform]
Your input helps us improve and ensures every client gets the best possible experience.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
NPS Survey Structure (Typeform)
| Screen | Content |
|---|---|
| Welcome screen | Thank you for working with us. We have one quick question for you. |
| Question 1 — NPS score | On a scale of 0 to 10, how likely are you to recommend REMAP.ai to a colleague or business contact? |
| Question 2 — Open text | What is the main reason for your score? |
| Thank you — Promoter (9–10) | Thank you so much — that means a great deal to us. We will be in touch shortly. |
| Thank you — Passive (7–8) | Thank you for your honest feedback. We will keep working to earn a higher score next time. |
| Thank you — Detractor (0–6) | Thank you for being honest with us. Someone from our team will be in touch to understand how we can do better. |
When to send: Only to Promoters (score 9–10). Personalise before sending —
reference the client's specific outcome. Never send a generic template.
Owner: Zimal and Andrew
Subject: A Quick Ask | [Client Name]
Hi [Client Name],
I hope you are doing well.
Thank you
Thank you so much for sharing your feedback with us. We are genuinely delighted that
[specific outcome — e.g. your AI Roadmap identified 7 priority automation opportunities
across your ops team]. It means a lot to hear that from you.
A direct ask
We are growing REMAP.ai through relationships, and the most valuable introductions
always come from people who have experienced our work firsthand. If you know of a
business leader or team who is thinking about AI strategy, implementation, or
compliance — we would love an introduction.
How to refer
It could not be simpler. A forwarded email, a LinkedIn introduction, or simply sharing
our name is enough. If you would like a short message you can send on our behalf,
here is one you are welcome to adapt:
I recently worked with REMAP.ai on [brief description] and found them genuinely
excellent — clear thinking, practical approach, and real results. If you are exploring
AI for your business, they are worth a conversation. Happy to connect you.
No pressure
If the timing is not right or no one comes to mind, please do not give it a second
thought.
Thank you again for being such a great client to work with.
Warm regards,
Zimal — Delivery Support Specialist | REMAP.ai
| Tool | How it's used | Agent-ready |
|---|---|---|
| Typeform | NPS survey — sent via link in email; scores trigger routing decisions | TBD — pending OPS-O02 formal confirmation |
| Gmail | NPS survey email; referral request email | Yes — API + MCP |
| Discord | Detractor escalation to Andrew; DEL-10 scheduling notification to HoD | Yes — API |
| Urgent escalation to Andrew if Discord not responded to immediately | No — manual | |
| CS-01-DOC-01 | Client Master Record — delivery completion date and NPS score logged here | Yes — API + MCP |
| CS-05-DOC-02 | Client Escalation Plan — Detractor escalation logged here | Yes — API + MCP |
| Google Calendar | DEL-10 (Internal Retrospective) scheduling within 5 business days | Yes — API + MCP |
⚠️ Tool gap: Typeform not yet formally confirmed as the NPS tool — pending
OPS-O02 (Tech Stack) decision. The NPS process and templates are ready — the tool
confirmation is the only blocker.
| Scenario | How to handle | Escalation |
|---|---|---|
| Client does not respond to NPS survey | Wait 5 business days, send one gentle reminder. If still no response, log as no response in Client Master Record and proceed to CS-06. | No escalation — Zimal manages |
| Detractor score arrives outside business hours | Zimal notifies Andrew via WhatsApp immediately regardless of time. Andrew decides whether to respond same day or first thing next business day. | Andrew — timing decision |
| Promoter declines to refer | Acknowledge warmly and do not push further. Note in Client Master Record. Relationship preserved. | No escalation |
| Client gives Promoter score but then refers someone who is a poor fit | Log the referral in CS-03-DOC-03 (Upsell Opportunity Log). Umar and Shahzaib qualify through normal Sales process. | Sales team — standard SAL-01a |
| Zimal unavailable to respond to Detractor score within 24 hours | No named backup currently confirmed — open item. Andrew to be notified directly in this scenario. | Andrew — immediate |
| NPS tool changes from Typeform | Update this workflow and CS-04-DOC-02 survey structure. All other steps remain the same. | Zimal updates workflow page |
| Metric | Type | Target |
|---|---|---|
| NPS survey sent within 24–48h of delivery confirmed | Process | 100% — no exceptions |
| Referral request sent to Promoters within 24h of score received | Process | 100% |
| Detractor escalation to Andrew within same business day | Process | 100% |
| Passive scores flagged for 60-day re-engagement | Process | 100% |
| NPS score logged in Client Master Record | Process | 100% |
| CS-06 triggered within 2 business days of NPS complete | Process | 100% |
| DEL-10 (Internal Retrospective) scheduled within 5 business days of close | Process | 100% |
| # | Item | Owner |
|---|---|---|
| 1 | No named backup if Zimal is unavailable to respond to a Detractor score within 24 hours — confirm delegation path with Andrew | Andrew |
| 2 | Typeform to be confirmed as the NPS tool — pending OPS-O02 (Tech Stack) formal document | OPS-O02 |
| Direction | Workflow | What flows |
|---|---|---|
| Upstream | DEL-03-DOC-04 | AI Project Handover Checklist completion triggers this workflow |
| Upstream | CS-03 — Ongoing Client Engagement | Ongoing engagement completion triggers this workflow |
| Parallel | CS-05 — Client Health Monitoring & Escalation | Detractor escalation logged in CS-05-DOC-02 |
| Downstream | CS-06 — Client Offboarding & Termination | NPS complete and referral handled triggers offboarding |
| Downstream | DEL-10 — Internal Retrospective | Engagement close triggers retrospective within 5 business days (pending) |
| Downstream | SAL-01 — Sales Master | Promoter referral may open a new sales opportunity |
| Version | Date | Description | Author |
|---|---|---|---|
| 0.9 | June 2026 | Initial draft — 6-step post-delivery process, NPS survey email and Typeform structure (CS-04-DOC-02), referral request email (CS-04-DOC-03), score-based routing (Promoter/Passive/Detractor), Detractor escalation to Andrew. Pending Andrew Herbert review. | Zimal Aziz + REMAP Workflow Builder |
← Back to Customer Support Hub · ← Back to Company Operating System