The alert tells you. The follow-up is what makes sure someone acted — and keeps a record of what was done. It is the difference between knowing a customer complained and being able to prove, weeks later, that their problem was solved.
How a follow-up appears
Every response scored 0 to 6 (a detractor) opens a follow-up automatically, as soon as the customer answers. There is nothing to configure: if your plan includes the feature, the queue starts building itself.
You can also open a follow-up manually from any feedback — including a promoter who praised you but left a serious caveat. On the Feedbacks screen, click the follow-up icon on the comment card.
Responses from test sends never enter the queue. When you test your own survey and answer a low score just to see how it looks, that does not become work for your team.
The three states
Open — nobody has taken it yet. This is where a follow-up starts.
In progress — someone clicked Take it and became the assignee. The name shows on the card, so the whole team knows who is on it.
Resolved — the customer was contacted and what happened is on record.
Resolving requires saying what was done
When you click Resolve, the system asks for a description of what was done. This is not paperwork: that history is what your team checks when the same problem shows up with another customer, and it is what remains when the person who solved it has left the company.
A good record is concrete: "Called the customer, the product had arrived with a cracked screen. Replaced it and offered a 15% coupon." — not "solved".
Due dates and overdue
You can set a due date on each follow-up. When the date passes and it is still open, the card gets an overdue mark and it enters the panel count. The Overdue only filter shows what has been pending longer than it should.
The panel at the top
Four numbers summarize the operation:
Open — waiting for someone to take them.
In progress — already have an owner.
Overdue — past the due date with no resolution.
Average time to close — how long, on average, your team takes between a follow-up opening and being resolved.
The average considers only resolved follow-ups. One that has been open for three months has no "end" to measure, and including it would distort the number. Until someone has resolved something, the field shows a dash instead of zero — zero would say the team closes instantly, the opposite of the truth.
Pairing with alerts
The two features solve different problems and work better together:
The alert takes the warning to where your team already is — email, a Slack channel or your own system via webhook.
The follow-up organizes the work inside the platform: who took it, by when and what was done.
In practice: the alert lands in Slack, someone opens WiseData NPS, takes the follow-up and later records the outcome.
Who can use it
Follow-ups are available from the Pro plan up. Anyone on the team can take and resolve them — you do not need to be an account admin, because the people who talk to customers are the support team.
If the account moves back to a plan without the feature, follow-ups are not deleted: they reappear when the plan is reactivated.
Privacy
On surveys marked as anonymous (the common eNPS case), the follow-up shows the score and the comment but does not reveal who answered. The promise of anonymity holds on the internal work screen too.