🧠 What Are Playbooks?
Playbooks are designed to empower your Frontline Staff by offering helpful tips, guidance, and resources tied to customer feedback. They serve as ongoing learning tools that help your team members grow and respond effectively to customer experiences shared through AskNicely.
Whether it’s improving communication, responsiveness, or service quality, Playbooks help make feedback actionable—turning insight into impact.
🎯 Why Are Playbooks Important?
Great feedback is only meaningful if it leads to action. Playbooks support behavior change by consistently delivering short, relevant, and actionable advice to your Frontline Staff. These micro-coaching moments are built to help your team:
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Understand how they’re performing
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Identify areas for improvement
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Adopt new habits to drive better customer outcomes
Playbooks are a scalable way to align your internal coaching and learning strategy directly with customer feedback.
🧰 Available Playbooks to Leverage
🧑🏫 Coaching Playbooks
These are directly tied to the Scorecard topics configured in your surveys.
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Each unique Scorecard Value (e.g. Friendliness, Knowledge, Timeliness) can have a specific Coaching Playbook attached.
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When a Frontline Staff Member receives a set number of detractor responses for the same Scorecard value in a defined time period, they’ll automatically receive a Coaching Notice from the corresponding Playbook.
⚠️ Important Note:
AskNicely doesn’t provide pre-written Playbook content. This is because guidance should be tailored to your internal expectations and tone. However, our Customer Success team is happy to help you craft effective Playbook strategies and best practices.