40+ NPS Survey Questions To Get Better Customer Feedback in 2024
Explore essential insights on crafting effective Net Promoter Score (NPS) questions. Read on to discover strategic NPS questions to accurately gauge customer loyalty and satisfaction.
Understanding how your audience perceives your company, products, or services is crucial. The Net Promoter Score (NPS) survey is a powerful tool to achieve this, offering a real-time pulse on customer satisfaction. However, crafting the perfect NPS question is an art.
The right wording, tone, and phrasing can significantly influence the responses you receive, thereby shaping the insights you gather.
In this article, we delve into a quick overview of what an NPS survey is, its structure, and the critical elements in framing your NPS questions. Then, we'll share a comprehensive list of over 40 NPS survey templates that you can use to gain meaningful feedback from your customers in 2024.
What's a Net Promoter Score (NPS) Survey?
The NPS (Net Promoter Score) Survey is an effective metric to assess and determine a customer's experience with a brand, product, or service.
In a nutshell, it aims to answer “How likely are you to recommend [PRODUCT] to a friend or colleague?”
Growth PMs or Marketeers frequently use NPS surveys to forecast customers' future purchase behavior and to understand key feedback and concerns that will, in turn inform product or Go-to-Market strategy.
Here is an example of what this can look like in action.
Customers who respond:
With a 9 or 10 are considered "promoters." They are enthusiastic about your company and will likely recommend it to others.
With a 7 or 8 are considered "passive." They are satisfied with your company but not as enthusiastic as promoters.
With a 0 to 6 are considered "detractors." They are unhappy with your company and will likely discourage others from using it.
To calculate your NPS, you need to subtract the percentage of detractors from the percentage of promoters.
For example, if 50% of your respondents are promoters and 20% are detractors, your NPS would be 30.
NPS is a valuable metric because it is easy to understand and track over time. It can also be used to benchmark your company against competitors.
What are the Two Main Types of NPS?
To address customers' primary concerns effectively and cultivate a strong Customer Experience (CX), experts recommend integrating customer feedback with overarching business goals.
To support this end goal, there are two primary forms of Net Promoter Score (NPS):
1. Transactional NPS (tNPS)
A transactional Net Promoter Score (tNPS) is the result of a survey sent out right after a customer makes contact with the company to measure customer satisfaction for each event. These events could be support calls, service provided, or product purchased or installation completed.
It is a powerful tool to alter a customer's bad experience into a good one immediately.
Salesforce reports that 79% of customers claim to forgive a company after receiving excellent customer service.
President of CX at QuestionPro, Ken Peterson, says Transactional NPS should be:
Short: Transactional NPS surveys should be concise to ensure high response rates.
Frequent: They should be conducted more frequently to gather real-time feedback about specific customer interactions or transactions.
Operational: They should be directly linked to specific customer interactions or transactions.
User-targeted: These surveys should be targeted toward the users involved in the specific transaction or interaction to gather more accurate data.
Transactional NPS helps you:
Identify strengths or weaknesses after each customer interaction
Create an individual metric for different teams based on real-time feedback
Find actionable insights at key points of the customer journey
When Should One Run a Transactional NPS Survey?
Here are examples of key transactional survey points, though you can send surveys at any stage where NPS data is needed in the customer journey.
1. Post-purchase
After a purchase, wait a bit before sending an NPS survey, allowing customers time to use and assess the product, usually a week or two.
2. Contact center
Following a contact center interaction, it's standard to immediately send an NPS question while the experience is still fresh for the customer.
3. New customers
For new customers, NPS data can evaluate the onboarding process. This is especially useful for complex products (like SaaS products) where significant
4. Product update or redesign
After a product update or redesign, wait a few days or weeks for customers to adapt before sending NPS surveys to gauge how well they've accepted the changes, as initial reactions to change can often be negative.
Examples of some Transactional NPS Survey Questions
1. Following New Business Interaction
After working with us recently, how likely are you to tell a friend or colleague about our company?
2. After a ticket is resolved or closed or after post-service feedback
How likely are you to suggest our company to a friend or colleague based on the resolution of your recent issue and ticket?
2. Relational NPS (rNPS)
Relational NPS is an indicator that determines a customer's overall experience and satisfaction with the company. It is like a “health checker” of your brand, sent out annually, bi-annually, or quarterly.
Unlike tNPS (Transactional Net Promoter Score), rNPS is designed to represent all the customers, and not just the ones with specific interactions.
President of CX at QuestionPro, Ken Peterson, says Relational NPS should be:
Infrequent
For all customers
Run across multiple departments
Wide-ranging across the customer journey
Here’s how Relational NPS (rNPS) surveys help:
Gain insights into how customers compare your brand against competitors.
Compare year-on-year progress or declines in customer loyalty and satisfaction.
Use the results of the rNPS survey for company and industry benchmarking.
Model the company's financial data in terms of NPS.
Measure company-level KPIs.
When should you Run a Relational NPS Survey?
Relational NPS (rNPS) is ideal in several situations:
To understand the overall perception of your organization.
For benchmarking against both internal and external NPS data.
To gauge overall customer loyalty.
To target low and non-purchasing or non-returning customers, helping to identify areas of customer satisfaction related to their cumulative experiences with your business.
To evaluate the health of your brand identity and customer relationships through time-based surveys, which can be triggered quarterly, bi-annually, annually, etc., or based on average customer lifetime and product usage frequency.
How to Structure Your NPS Survey Effectively?
For effective NPS survey results, consider these guidelines:
1. Conciseness: Limit surveys to 5 minutes with key questions.
2. Personalization: Customize for specific customer segments.
3. Timing: Choose when customer experiences are fresh.
4. Open Feedback: Include a section for detailed responses.
5. Mobile Optimization: Design surveys for smartphone use.
6. Accessibility: Offer various response channels.
7. Gratitude: Thank participants for their input.
8. Data Utilization: Regularly analyze results for improvements.
Soumabrata Chatterjee, Head of Customer Success at Springworks, talks about the common mistakes to avoid when crafting NPS questions:
Not including a follow-up question immediately
Creating an entire marketing strategy around detractors
Running only relational NPS
Focusing too much on NPS and not engaging with the customers
Crafting complex NPS questions (using more than 2 clauses)
40+ NPS Survey Questions To Get Better Customer Feedback in 2024
Here’s what Seth Besse, the CEO of Undivided, says about asking the best NPS questions:
“It’s crucial to delve deeper after asking them to rate your product. Follow up with an open-ended question, such as:
What specific features or improvements could make our product more valuable to you?
This invites customers to share their thoughts and insights, giving you a clearer picture of their needs and expectations. Remember, NPS isn’t just about measuring satisfaction but understanding how you can enhance the product’s value and most unique requirements. So, keep the questions inviting, ensuring that they extract real insights into what customers think and feel."
Seth is right!
NPS Survey usually includes two parts: close-ended and open-ended questions.
Close-Ended NPS Survey Questions
Close-ended questions are the ones that limit the respondent to some predefined answers such as Yes or No, ratings from 0-10, multiple options, nominal, etc. These questions focus on collecting quantitative data to benchmark NPS scores in the industry.
For instance, here’s how 1Flow customers use close-ended surveys to welcome their users:
Here are some examples of close-ended NPS questions:
On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?
This classic, original NPS question works every time for every industry. But of course, you need to tweak it to tailor it to your audience and industry. Some modifications to this question could be:
On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?
This transactional question will help you understand customer satisfaction with a particular product. The NPS score will tell you the overall efficiency of your product here.
On a scale of 0 to 10, how likely are you to recommend our customer support service to a friend or colleague?
You can ask this transaction question immediately after the customer reaches out for help, such as a support call, assistance needs, product query, etc. Managers often use the tNPS survey score to measure the support team's KPIs.
Based on your experience so far, how likely are you to recommend our product?
When you start with "based on your experience" in the sentence, you provide the customer with a clear set of rules. You're indirectly conveying the message that the rating should be based on how you feel about our product.
You're encouraging them to revise their experience with your food delivery app and validate its success.
Some More Close-Ended NPS Survey Questions
For Promoters (scores 9-10)
Would you recommend our company/product/service to a friend or colleague? (Yes/No)
For Passives (scores 7-8)
Are you satisfied with our company/product/service? (Yes/No)
For Detractors (scores 0-6)
Are you likely to recommend our company/product/service to a friend or colleague? (Yes/No)
These questions are simple and easy to answer, making them ideal for first-level NPS surveys. They are quick and easy to analyze, which can help you get a quick snapshot of your customer satisfaction levels.
First-level NPS questions that you can use on a Likert scale of 1 to 5
How likely are you to return to our company/product/service in the future?
How would you rate the overall quality of our company/product/service?
How would you rate the value for money of our company/product/service?
Open-Ended NPS Survey Questions
Jack Welch once said, “Feedback is the only way to ensure you’re still on the right track.”
That’s what open-ended questions are meant for! To know the customer's perception of your brand.
Open-ended questions are the follow-up questions that allow customers to express their reason behind the rating. These questions focus on collecting qualitative data, providing companies with the scope for improvement and correction.
For example:
What was missing or disappointing in your experience with us?
A company can't grow without constructive criticism. Asking this one question in your NPS survey will provide you with areas of improvement and definitely a huge scope for growth.
This question helps your business grow and makes the customer feel heard.
It makes them feel okay to write about bad experiences. This question encourages them to discuss their negative encounters with your product or service.
What do you like most/least about our (product or company)?
This question has been proven to be very useful for companies. It offers honest customer feedback, as it can't be answered without experiencing the product or company.
Detractors will help you find the loopholes in your service, product, or company. Based on their qualitative feedback, you can connect to them and ask why they are dissatisfied.
This approach will help you get deeper insights into their bad experience and learn how to deliver better service to make them happy.
While promoters can help you accomplish goals like revenue, growth, brand visibility, etc, these happy customers will define your company's strengths in the reviews. You can use these real-time testimonials for your website or app store.
Amit Mohod, Product Manager at iMocha, shares examples of NPS questions (B2B) that have proven effective in gathering valuable customer feedback:
On a scale of 0 to 10, how likely are you to recommend our B2B solution to other businesses?
What specific business outcomes have you achieved using our product or service?
What challenges or pain points has our solution helped you address in your business?
How can we enhance our offering to support your company's needs better?
Do you have any additional feedback or suggestions for improving our solution that will help enterprises like yours?
Some More Open-Ended NPS Survey Questions
What is the one thing we could do to make you a happier customer?
What would prevent you from recommending us to others?
What suggestions do you have for improving our products or services?
How to Ask Follow-Up NPS Questions for Best Results?
Asking the right follow-up question is like the basic food to grow a brand. Using the NPS follow-up questions, you can determine what aspects of your product or service customers find frustrating or unsatisfactory.
After that, you can focus on the areas that need improvement to raise your NPS and increase client loyalty, hence reducing customer churn.
Here’s how you can ask follow-up questions that yield the best results.
Customize Your Follow-Up Question
Asking the right questions to the wrong audience will lead to a low response rate and irrelevant feedback. That's why you should customize your follow-up questions for each segment using a tool like 1Flow.
Using 1Flow, you can create a personalized survey based on your goals and the AI prompt you provide.
For Promoters
Promoters are the enthusiasts of your brand. They are the main source of your revenue growth, so leverage their feedback. Their feedback can be used as an effective source for your next marketing campaign.
Ask these questions to your promoters to get the most out of their happy experience:
So happy to see you pleased with our service! We are curious. What do you like the most about us?
Excellent! Thanks for the score. Is there anything we can help you with?
Thanks for the score. Do you have any questions related to any other product we offer?
We're happy to know you had a great experience with our services. Would you like to spread the word on G2?
What was the most significant factor that led you to give us a high score?
What aspect of our product or service did you find most valuable?
Would you be willing to share your positive experience with others?
What could we do to make our product or service even better?
For Passives
Passives are the neutral customers. They might be harmless for your brand's reputation, but they can walk away from your services anytime.
That's why you need to retain them by building connections with them. Personalize your questions for passives to target them specifically. Make them feel like their response matters.
Ask these questions to your passives to engage with them:
We appreciate your response! Can we assist you in any way with the product?
Thanks for your response. We value the time you invested! Our goal is to improve. Is there anything we can change for the better?
Thanks for taking the time! Your opinion matters to us. We'd like to know if we can make you more satisfied with our service.
What aspects of your experience could we have improved to make you a promoter?
What specific areas do you think require attention to enhance your overall satisfaction?
"What reservations do you have about recommending us to others?"
What changes would make you more likely to recommend us in the future?
For Detractors
These customers might not be your biggest cheerleaders, but their negative feedback can help you convert them into one. Take a closer look at their dissatisfaction and see how you can work towards it.
Ask these questions to your detractors to know their dissatisfaction:
We're so sorry for your dissatisfaction. Helps us do better. Would you mind telling us why this score?
We're sorry to see your score. We'd like to know how we can improve your experience with us.
That's not the highest score — help us improve for you. Who should we learn from and why?
What specific aspects of your experience were most disappointing?
What could we have done differently to prevent your dissatisfaction?
What would it take for you to consider recommending us in the future?
Localise Follow-Up Questions
If your targeted audience is multilingual, localization of follow-up questions can positively impact response rates. Localization will also help you gather more accurate and valuable data.
You can easily translate messages and surveys into over 30 languages using 1Flow's robust localization engine. 1Flow is also compatible with most common platforms, such as iOS, Android, and web browsers, so it's a zero-hassle procedure.
What is the Best Way to Send NPS Surveys?
You can send NPS surveys in various ways, including email, in-app, and SMS.
Method (Email):
Pros: Can reach a large audience
Cons: Can be ignoredMethod (In-app):
Pros: Can be targeted to specific users
Cons: Can be intrusiveMethod (SMS):
Pros: Can be concise
Cons: Can be expensive
In general, in-app surveys are the best way to send NPS surveys. This is because they can be targeted to specific users who are more likely to be engaged. However, email and SMS surveys can also be effective if they are used sparingly.
Get Better Responses to NPS Surveys Using 1Flow
With 1Flow, you can easily measure NPS within your app, effortlessly capturing crucial customer feedback.
Create rapid and personalized surveys within seconds using 1Flow. It ensures surveys are shown to the right users at the right time, resulting in higher response rates.
We help nurture customer relationships and reduce churn.
Start using 1Flow today to transform customer insights into impactful outcomes.
Sign up now to survey your audience seamlessly.
Understanding how your audience perceives your company, products, or services is crucial. The Net Promoter Score (NPS) survey is a powerful tool to achieve this, offering a real-time pulse on customer satisfaction. However, crafting the perfect NPS question is an art.
The right wording, tone, and phrasing can significantly influence the responses you receive, thereby shaping the insights you gather.
In this article, we delve into a quick overview of what an NPS survey is, its structure, and the critical elements in framing your NPS questions. Then, we'll share a comprehensive list of over 40 NPS survey templates that you can use to gain meaningful feedback from your customers in 2024.
What's a Net Promoter Score (NPS) Survey?
The NPS (Net Promoter Score) Survey is an effective metric to assess and determine a customer's experience with a brand, product, or service.
In a nutshell, it aims to answer “How likely are you to recommend [PRODUCT] to a friend or colleague?”
Growth PMs or Marketeers frequently use NPS surveys to forecast customers' future purchase behavior and to understand key feedback and concerns that will, in turn inform product or Go-to-Market strategy.
Here is an example of what this can look like in action.
Customers who respond:
With a 9 or 10 are considered "promoters." They are enthusiastic about your company and will likely recommend it to others.
With a 7 or 8 are considered "passive." They are satisfied with your company but not as enthusiastic as promoters.
With a 0 to 6 are considered "detractors." They are unhappy with your company and will likely discourage others from using it.
To calculate your NPS, you need to subtract the percentage of detractors from the percentage of promoters.
For example, if 50% of your respondents are promoters and 20% are detractors, your NPS would be 30.
NPS is a valuable metric because it is easy to understand and track over time. It can also be used to benchmark your company against competitors.
What are the Two Main Types of NPS?
To address customers' primary concerns effectively and cultivate a strong Customer Experience (CX), experts recommend integrating customer feedback with overarching business goals.
To support this end goal, there are two primary forms of Net Promoter Score (NPS):
1. Transactional NPS (tNPS)
A transactional Net Promoter Score (tNPS) is the result of a survey sent out right after a customer makes contact with the company to measure customer satisfaction for each event. These events could be support calls, service provided, or product purchased or installation completed.
It is a powerful tool to alter a customer's bad experience into a good one immediately.
Salesforce reports that 79% of customers claim to forgive a company after receiving excellent customer service.
President of CX at QuestionPro, Ken Peterson, says Transactional NPS should be:
Short: Transactional NPS surveys should be concise to ensure high response rates.
Frequent: They should be conducted more frequently to gather real-time feedback about specific customer interactions or transactions.
Operational: They should be directly linked to specific customer interactions or transactions.
User-targeted: These surveys should be targeted toward the users involved in the specific transaction or interaction to gather more accurate data.
Transactional NPS helps you:
Identify strengths or weaknesses after each customer interaction
Create an individual metric for different teams based on real-time feedback
Find actionable insights at key points of the customer journey
When Should One Run a Transactional NPS Survey?
Here are examples of key transactional survey points, though you can send surveys at any stage where NPS data is needed in the customer journey.
1. Post-purchase
After a purchase, wait a bit before sending an NPS survey, allowing customers time to use and assess the product, usually a week or two.
2. Contact center
Following a contact center interaction, it's standard to immediately send an NPS question while the experience is still fresh for the customer.
3. New customers
For new customers, NPS data can evaluate the onboarding process. This is especially useful for complex products (like SaaS products) where significant
4. Product update or redesign
After a product update or redesign, wait a few days or weeks for customers to adapt before sending NPS surveys to gauge how well they've accepted the changes, as initial reactions to change can often be negative.
Examples of some Transactional NPS Survey Questions
1. Following New Business Interaction
After working with us recently, how likely are you to tell a friend or colleague about our company?
2. After a ticket is resolved or closed or after post-service feedback
How likely are you to suggest our company to a friend or colleague based on the resolution of your recent issue and ticket?
2. Relational NPS (rNPS)
Relational NPS is an indicator that determines a customer's overall experience and satisfaction with the company. It is like a “health checker” of your brand, sent out annually, bi-annually, or quarterly.
Unlike tNPS (Transactional Net Promoter Score), rNPS is designed to represent all the customers, and not just the ones with specific interactions.
President of CX at QuestionPro, Ken Peterson, says Relational NPS should be:
Infrequent
For all customers
Run across multiple departments
Wide-ranging across the customer journey
Here’s how Relational NPS (rNPS) surveys help:
Gain insights into how customers compare your brand against competitors.
Compare year-on-year progress or declines in customer loyalty and satisfaction.
Use the results of the rNPS survey for company and industry benchmarking.
Model the company's financial data in terms of NPS.
Measure company-level KPIs.
When should you Run a Relational NPS Survey?
Relational NPS (rNPS) is ideal in several situations:
To understand the overall perception of your organization.
For benchmarking against both internal and external NPS data.
To gauge overall customer loyalty.
To target low and non-purchasing or non-returning customers, helping to identify areas of customer satisfaction related to their cumulative experiences with your business.
To evaluate the health of your brand identity and customer relationships through time-based surveys, which can be triggered quarterly, bi-annually, annually, etc., or based on average customer lifetime and product usage frequency.
How to Structure Your NPS Survey Effectively?
For effective NPS survey results, consider these guidelines:
1. Conciseness: Limit surveys to 5 minutes with key questions.
2. Personalization: Customize for specific customer segments.
3. Timing: Choose when customer experiences are fresh.
4. Open Feedback: Include a section for detailed responses.
5. Mobile Optimization: Design surveys for smartphone use.
6. Accessibility: Offer various response channels.
7. Gratitude: Thank participants for their input.
8. Data Utilization: Regularly analyze results for improvements.
Soumabrata Chatterjee, Head of Customer Success at Springworks, talks about the common mistakes to avoid when crafting NPS questions:
Not including a follow-up question immediately
Creating an entire marketing strategy around detractors
Running only relational NPS
Focusing too much on NPS and not engaging with the customers
Crafting complex NPS questions (using more than 2 clauses)
40+ NPS Survey Questions To Get Better Customer Feedback in 2024
Here’s what Seth Besse, the CEO of Undivided, says about asking the best NPS questions:
“It’s crucial to delve deeper after asking them to rate your product. Follow up with an open-ended question, such as:
What specific features or improvements could make our product more valuable to you?
This invites customers to share their thoughts and insights, giving you a clearer picture of their needs and expectations. Remember, NPS isn’t just about measuring satisfaction but understanding how you can enhance the product’s value and most unique requirements. So, keep the questions inviting, ensuring that they extract real insights into what customers think and feel."
Seth is right!
NPS Survey usually includes two parts: close-ended and open-ended questions.
Close-Ended NPS Survey Questions
Close-ended questions are the ones that limit the respondent to some predefined answers such as Yes or No, ratings from 0-10, multiple options, nominal, etc. These questions focus on collecting quantitative data to benchmark NPS scores in the industry.
For instance, here’s how 1Flow customers use close-ended surveys to welcome their users:
Here are some examples of close-ended NPS questions:
On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?
This classic, original NPS question works every time for every industry. But of course, you need to tweak it to tailor it to your audience and industry. Some modifications to this question could be:
On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?
This transactional question will help you understand customer satisfaction with a particular product. The NPS score will tell you the overall efficiency of your product here.
On a scale of 0 to 10, how likely are you to recommend our customer support service to a friend or colleague?
You can ask this transaction question immediately after the customer reaches out for help, such as a support call, assistance needs, product query, etc. Managers often use the tNPS survey score to measure the support team's KPIs.
Based on your experience so far, how likely are you to recommend our product?
When you start with "based on your experience" in the sentence, you provide the customer with a clear set of rules. You're indirectly conveying the message that the rating should be based on how you feel about our product.
You're encouraging them to revise their experience with your food delivery app and validate its success.
Some More Close-Ended NPS Survey Questions
For Promoters (scores 9-10)
Would you recommend our company/product/service to a friend or colleague? (Yes/No)
For Passives (scores 7-8)
Are you satisfied with our company/product/service? (Yes/No)
For Detractors (scores 0-6)
Are you likely to recommend our company/product/service to a friend or colleague? (Yes/No)
These questions are simple and easy to answer, making them ideal for first-level NPS surveys. They are quick and easy to analyze, which can help you get a quick snapshot of your customer satisfaction levels.
First-level NPS questions that you can use on a Likert scale of 1 to 5
How likely are you to return to our company/product/service in the future?
How would you rate the overall quality of our company/product/service?
How would you rate the value for money of our company/product/service?
Open-Ended NPS Survey Questions
Jack Welch once said, “Feedback is the only way to ensure you’re still on the right track.”
That’s what open-ended questions are meant for! To know the customer's perception of your brand.
Open-ended questions are the follow-up questions that allow customers to express their reason behind the rating. These questions focus on collecting qualitative data, providing companies with the scope for improvement and correction.
For example:
What was missing or disappointing in your experience with us?
A company can't grow without constructive criticism. Asking this one question in your NPS survey will provide you with areas of improvement and definitely a huge scope for growth.
This question helps your business grow and makes the customer feel heard.
It makes them feel okay to write about bad experiences. This question encourages them to discuss their negative encounters with your product or service.
What do you like most/least about our (product or company)?
This question has been proven to be very useful for companies. It offers honest customer feedback, as it can't be answered without experiencing the product or company.
Detractors will help you find the loopholes in your service, product, or company. Based on their qualitative feedback, you can connect to them and ask why they are dissatisfied.
This approach will help you get deeper insights into their bad experience and learn how to deliver better service to make them happy.
While promoters can help you accomplish goals like revenue, growth, brand visibility, etc, these happy customers will define your company's strengths in the reviews. You can use these real-time testimonials for your website or app store.
Amit Mohod, Product Manager at iMocha, shares examples of NPS questions (B2B) that have proven effective in gathering valuable customer feedback:
On a scale of 0 to 10, how likely are you to recommend our B2B solution to other businesses?
What specific business outcomes have you achieved using our product or service?
What challenges or pain points has our solution helped you address in your business?
How can we enhance our offering to support your company's needs better?
Do you have any additional feedback or suggestions for improving our solution that will help enterprises like yours?
Some More Open-Ended NPS Survey Questions
What is the one thing we could do to make you a happier customer?
What would prevent you from recommending us to others?
What suggestions do you have for improving our products or services?
How to Ask Follow-Up NPS Questions for Best Results?
Asking the right follow-up question is like the basic food to grow a brand. Using the NPS follow-up questions, you can determine what aspects of your product or service customers find frustrating or unsatisfactory.
After that, you can focus on the areas that need improvement to raise your NPS and increase client loyalty, hence reducing customer churn.
Here’s how you can ask follow-up questions that yield the best results.
Customize Your Follow-Up Question
Asking the right questions to the wrong audience will lead to a low response rate and irrelevant feedback. That's why you should customize your follow-up questions for each segment using a tool like 1Flow.
Using 1Flow, you can create a personalized survey based on your goals and the AI prompt you provide.
For Promoters
Promoters are the enthusiasts of your brand. They are the main source of your revenue growth, so leverage their feedback. Their feedback can be used as an effective source for your next marketing campaign.
Ask these questions to your promoters to get the most out of their happy experience:
So happy to see you pleased with our service! We are curious. What do you like the most about us?
Excellent! Thanks for the score. Is there anything we can help you with?
Thanks for the score. Do you have any questions related to any other product we offer?
We're happy to know you had a great experience with our services. Would you like to spread the word on G2?
What was the most significant factor that led you to give us a high score?
What aspect of our product or service did you find most valuable?
Would you be willing to share your positive experience with others?
What could we do to make our product or service even better?
For Passives
Passives are the neutral customers. They might be harmless for your brand's reputation, but they can walk away from your services anytime.
That's why you need to retain them by building connections with them. Personalize your questions for passives to target them specifically. Make them feel like their response matters.
Ask these questions to your passives to engage with them:
We appreciate your response! Can we assist you in any way with the product?
Thanks for your response. We value the time you invested! Our goal is to improve. Is there anything we can change for the better?
Thanks for taking the time! Your opinion matters to us. We'd like to know if we can make you more satisfied with our service.
What aspects of your experience could we have improved to make you a promoter?
What specific areas do you think require attention to enhance your overall satisfaction?
"What reservations do you have about recommending us to others?"
What changes would make you more likely to recommend us in the future?
For Detractors
These customers might not be your biggest cheerleaders, but their negative feedback can help you convert them into one. Take a closer look at their dissatisfaction and see how you can work towards it.
Ask these questions to your detractors to know their dissatisfaction:
We're so sorry for your dissatisfaction. Helps us do better. Would you mind telling us why this score?
We're sorry to see your score. We'd like to know how we can improve your experience with us.
That's not the highest score — help us improve for you. Who should we learn from and why?
What specific aspects of your experience were most disappointing?
What could we have done differently to prevent your dissatisfaction?
What would it take for you to consider recommending us in the future?
Localise Follow-Up Questions
If your targeted audience is multilingual, localization of follow-up questions can positively impact response rates. Localization will also help you gather more accurate and valuable data.
You can easily translate messages and surveys into over 30 languages using 1Flow's robust localization engine. 1Flow is also compatible with most common platforms, such as iOS, Android, and web browsers, so it's a zero-hassle procedure.
What is the Best Way to Send NPS Surveys?
You can send NPS surveys in various ways, including email, in-app, and SMS.
Method (Email):
Pros: Can reach a large audience
Cons: Can be ignoredMethod (In-app):
Pros: Can be targeted to specific users
Cons: Can be intrusiveMethod (SMS):
Pros: Can be concise
Cons: Can be expensive
In general, in-app surveys are the best way to send NPS surveys. This is because they can be targeted to specific users who are more likely to be engaged. However, email and SMS surveys can also be effective if they are used sparingly.
Get Better Responses to NPS Surveys Using 1Flow
With 1Flow, you can easily measure NPS within your app, effortlessly capturing crucial customer feedback.
Create rapid and personalized surveys within seconds using 1Flow. It ensures surveys are shown to the right users at the right time, resulting in higher response rates.
We help nurture customer relationships and reduce churn.
Start using 1Flow today to transform customer insights into impactful outcomes.
Sign up now to survey your audience seamlessly.
Understanding how your audience perceives your company, products, or services is crucial. The Net Promoter Score (NPS) survey is a powerful tool to achieve this, offering a real-time pulse on customer satisfaction. However, crafting the perfect NPS question is an art.
The right wording, tone, and phrasing can significantly influence the responses you receive, thereby shaping the insights you gather.
In this article, we delve into a quick overview of what an NPS survey is, its structure, and the critical elements in framing your NPS questions. Then, we'll share a comprehensive list of over 40 NPS survey templates that you can use to gain meaningful feedback from your customers in 2024.
What's a Net Promoter Score (NPS) Survey?
The NPS (Net Promoter Score) Survey is an effective metric to assess and determine a customer's experience with a brand, product, or service.
In a nutshell, it aims to answer “How likely are you to recommend [PRODUCT] to a friend or colleague?”
Growth PMs or Marketeers frequently use NPS surveys to forecast customers' future purchase behavior and to understand key feedback and concerns that will, in turn inform product or Go-to-Market strategy.
Here is an example of what this can look like in action.
Customers who respond:
With a 9 or 10 are considered "promoters." They are enthusiastic about your company and will likely recommend it to others.
With a 7 or 8 are considered "passive." They are satisfied with your company but not as enthusiastic as promoters.
With a 0 to 6 are considered "detractors." They are unhappy with your company and will likely discourage others from using it.
To calculate your NPS, you need to subtract the percentage of detractors from the percentage of promoters.
For example, if 50% of your respondents are promoters and 20% are detractors, your NPS would be 30.
NPS is a valuable metric because it is easy to understand and track over time. It can also be used to benchmark your company against competitors.
What are the Two Main Types of NPS?
To address customers' primary concerns effectively and cultivate a strong Customer Experience (CX), experts recommend integrating customer feedback with overarching business goals.
To support this end goal, there are two primary forms of Net Promoter Score (NPS):
1. Transactional NPS (tNPS)
A transactional Net Promoter Score (tNPS) is the result of a survey sent out right after a customer makes contact with the company to measure customer satisfaction for each event. These events could be support calls, service provided, or product purchased or installation completed.
It is a powerful tool to alter a customer's bad experience into a good one immediately.
Salesforce reports that 79% of customers claim to forgive a company after receiving excellent customer service.
President of CX at QuestionPro, Ken Peterson, says Transactional NPS should be:
Short: Transactional NPS surveys should be concise to ensure high response rates.
Frequent: They should be conducted more frequently to gather real-time feedback about specific customer interactions or transactions.
Operational: They should be directly linked to specific customer interactions or transactions.
User-targeted: These surveys should be targeted toward the users involved in the specific transaction or interaction to gather more accurate data.
Transactional NPS helps you:
Identify strengths or weaknesses after each customer interaction
Create an individual metric for different teams based on real-time feedback
Find actionable insights at key points of the customer journey
When Should One Run a Transactional NPS Survey?
Here are examples of key transactional survey points, though you can send surveys at any stage where NPS data is needed in the customer journey.
1. Post-purchase
After a purchase, wait a bit before sending an NPS survey, allowing customers time to use and assess the product, usually a week or two.
2. Contact center
Following a contact center interaction, it's standard to immediately send an NPS question while the experience is still fresh for the customer.
3. New customers
For new customers, NPS data can evaluate the onboarding process. This is especially useful for complex products (like SaaS products) where significant
4. Product update or redesign
After a product update or redesign, wait a few days or weeks for customers to adapt before sending NPS surveys to gauge how well they've accepted the changes, as initial reactions to change can often be negative.
Examples of some Transactional NPS Survey Questions
1. Following New Business Interaction
After working with us recently, how likely are you to tell a friend or colleague about our company?
2. After a ticket is resolved or closed or after post-service feedback
How likely are you to suggest our company to a friend or colleague based on the resolution of your recent issue and ticket?
2. Relational NPS (rNPS)
Relational NPS is an indicator that determines a customer's overall experience and satisfaction with the company. It is like a “health checker” of your brand, sent out annually, bi-annually, or quarterly.
Unlike tNPS (Transactional Net Promoter Score), rNPS is designed to represent all the customers, and not just the ones with specific interactions.
President of CX at QuestionPro, Ken Peterson, says Relational NPS should be:
Infrequent
For all customers
Run across multiple departments
Wide-ranging across the customer journey
Here’s how Relational NPS (rNPS) surveys help:
Gain insights into how customers compare your brand against competitors.
Compare year-on-year progress or declines in customer loyalty and satisfaction.
Use the results of the rNPS survey for company and industry benchmarking.
Model the company's financial data in terms of NPS.
Measure company-level KPIs.
When should you Run a Relational NPS Survey?
Relational NPS (rNPS) is ideal in several situations:
To understand the overall perception of your organization.
For benchmarking against both internal and external NPS data.
To gauge overall customer loyalty.
To target low and non-purchasing or non-returning customers, helping to identify areas of customer satisfaction related to their cumulative experiences with your business.
To evaluate the health of your brand identity and customer relationships through time-based surveys, which can be triggered quarterly, bi-annually, annually, etc., or based on average customer lifetime and product usage frequency.
How to Structure Your NPS Survey Effectively?
For effective NPS survey results, consider these guidelines:
1. Conciseness: Limit surveys to 5 minutes with key questions.
2. Personalization: Customize for specific customer segments.
3. Timing: Choose when customer experiences are fresh.
4. Open Feedback: Include a section for detailed responses.
5. Mobile Optimization: Design surveys for smartphone use.
6. Accessibility: Offer various response channels.
7. Gratitude: Thank participants for their input.
8. Data Utilization: Regularly analyze results for improvements.
Soumabrata Chatterjee, Head of Customer Success at Springworks, talks about the common mistakes to avoid when crafting NPS questions:
Not including a follow-up question immediately
Creating an entire marketing strategy around detractors
Running only relational NPS
Focusing too much on NPS and not engaging with the customers
Crafting complex NPS questions (using more than 2 clauses)
40+ NPS Survey Questions To Get Better Customer Feedback in 2024
Here’s what Seth Besse, the CEO of Undivided, says about asking the best NPS questions:
“It’s crucial to delve deeper after asking them to rate your product. Follow up with an open-ended question, such as:
What specific features or improvements could make our product more valuable to you?
This invites customers to share their thoughts and insights, giving you a clearer picture of their needs and expectations. Remember, NPS isn’t just about measuring satisfaction but understanding how you can enhance the product’s value and most unique requirements. So, keep the questions inviting, ensuring that they extract real insights into what customers think and feel."
Seth is right!
NPS Survey usually includes two parts: close-ended and open-ended questions.
Close-Ended NPS Survey Questions
Close-ended questions are the ones that limit the respondent to some predefined answers such as Yes or No, ratings from 0-10, multiple options, nominal, etc. These questions focus on collecting quantitative data to benchmark NPS scores in the industry.
For instance, here’s how 1Flow customers use close-ended surveys to welcome their users:
Here are some examples of close-ended NPS questions:
On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?
This classic, original NPS question works every time for every industry. But of course, you need to tweak it to tailor it to your audience and industry. Some modifications to this question could be:
On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?
This transactional question will help you understand customer satisfaction with a particular product. The NPS score will tell you the overall efficiency of your product here.
On a scale of 0 to 10, how likely are you to recommend our customer support service to a friend or colleague?
You can ask this transaction question immediately after the customer reaches out for help, such as a support call, assistance needs, product query, etc. Managers often use the tNPS survey score to measure the support team's KPIs.
Based on your experience so far, how likely are you to recommend our product?
When you start with "based on your experience" in the sentence, you provide the customer with a clear set of rules. You're indirectly conveying the message that the rating should be based on how you feel about our product.
You're encouraging them to revise their experience with your food delivery app and validate its success.
Some More Close-Ended NPS Survey Questions
For Promoters (scores 9-10)
Would you recommend our company/product/service to a friend or colleague? (Yes/No)
For Passives (scores 7-8)
Are you satisfied with our company/product/service? (Yes/No)
For Detractors (scores 0-6)
Are you likely to recommend our company/product/service to a friend or colleague? (Yes/No)
These questions are simple and easy to answer, making them ideal for first-level NPS surveys. They are quick and easy to analyze, which can help you get a quick snapshot of your customer satisfaction levels.
First-level NPS questions that you can use on a Likert scale of 1 to 5
How likely are you to return to our company/product/service in the future?
How would you rate the overall quality of our company/product/service?
How would you rate the value for money of our company/product/service?
Open-Ended NPS Survey Questions
Jack Welch once said, “Feedback is the only way to ensure you’re still on the right track.”
That’s what open-ended questions are meant for! To know the customer's perception of your brand.
Open-ended questions are the follow-up questions that allow customers to express their reason behind the rating. These questions focus on collecting qualitative data, providing companies with the scope for improvement and correction.
For example:
What was missing or disappointing in your experience with us?
A company can't grow without constructive criticism. Asking this one question in your NPS survey will provide you with areas of improvement and definitely a huge scope for growth.
This question helps your business grow and makes the customer feel heard.
It makes them feel okay to write about bad experiences. This question encourages them to discuss their negative encounters with your product or service.
What do you like most/least about our (product or company)?
This question has been proven to be very useful for companies. It offers honest customer feedback, as it can't be answered without experiencing the product or company.
Detractors will help you find the loopholes in your service, product, or company. Based on their qualitative feedback, you can connect to them and ask why they are dissatisfied.
This approach will help you get deeper insights into their bad experience and learn how to deliver better service to make them happy.
While promoters can help you accomplish goals like revenue, growth, brand visibility, etc, these happy customers will define your company's strengths in the reviews. You can use these real-time testimonials for your website or app store.
Amit Mohod, Product Manager at iMocha, shares examples of NPS questions (B2B) that have proven effective in gathering valuable customer feedback:
On a scale of 0 to 10, how likely are you to recommend our B2B solution to other businesses?
What specific business outcomes have you achieved using our product or service?
What challenges or pain points has our solution helped you address in your business?
How can we enhance our offering to support your company's needs better?
Do you have any additional feedback or suggestions for improving our solution that will help enterprises like yours?
Some More Open-Ended NPS Survey Questions
What is the one thing we could do to make you a happier customer?
What would prevent you from recommending us to others?
What suggestions do you have for improving our products or services?
How to Ask Follow-Up NPS Questions for Best Results?
Asking the right follow-up question is like the basic food to grow a brand. Using the NPS follow-up questions, you can determine what aspects of your product or service customers find frustrating or unsatisfactory.
After that, you can focus on the areas that need improvement to raise your NPS and increase client loyalty, hence reducing customer churn.
Here’s how you can ask follow-up questions that yield the best results.
Customize Your Follow-Up Question
Asking the right questions to the wrong audience will lead to a low response rate and irrelevant feedback. That's why you should customize your follow-up questions for each segment using a tool like 1Flow.
Using 1Flow, you can create a personalized survey based on your goals and the AI prompt you provide.
For Promoters
Promoters are the enthusiasts of your brand. They are the main source of your revenue growth, so leverage their feedback. Their feedback can be used as an effective source for your next marketing campaign.
Ask these questions to your promoters to get the most out of their happy experience:
So happy to see you pleased with our service! We are curious. What do you like the most about us?
Excellent! Thanks for the score. Is there anything we can help you with?
Thanks for the score. Do you have any questions related to any other product we offer?
We're happy to know you had a great experience with our services. Would you like to spread the word on G2?
What was the most significant factor that led you to give us a high score?
What aspect of our product or service did you find most valuable?
Would you be willing to share your positive experience with others?
What could we do to make our product or service even better?
For Passives
Passives are the neutral customers. They might be harmless for your brand's reputation, but they can walk away from your services anytime.
That's why you need to retain them by building connections with them. Personalize your questions for passives to target them specifically. Make them feel like their response matters.
Ask these questions to your passives to engage with them:
We appreciate your response! Can we assist you in any way with the product?
Thanks for your response. We value the time you invested! Our goal is to improve. Is there anything we can change for the better?
Thanks for taking the time! Your opinion matters to us. We'd like to know if we can make you more satisfied with our service.
What aspects of your experience could we have improved to make you a promoter?
What specific areas do you think require attention to enhance your overall satisfaction?
"What reservations do you have about recommending us to others?"
What changes would make you more likely to recommend us in the future?
For Detractors
These customers might not be your biggest cheerleaders, but their negative feedback can help you convert them into one. Take a closer look at their dissatisfaction and see how you can work towards it.
Ask these questions to your detractors to know their dissatisfaction:
We're so sorry for your dissatisfaction. Helps us do better. Would you mind telling us why this score?
We're sorry to see your score. We'd like to know how we can improve your experience with us.
That's not the highest score — help us improve for you. Who should we learn from and why?
What specific aspects of your experience were most disappointing?
What could we have done differently to prevent your dissatisfaction?
What would it take for you to consider recommending us in the future?
Localise Follow-Up Questions
If your targeted audience is multilingual, localization of follow-up questions can positively impact response rates. Localization will also help you gather more accurate and valuable data.
You can easily translate messages and surveys into over 30 languages using 1Flow's robust localization engine. 1Flow is also compatible with most common platforms, such as iOS, Android, and web browsers, so it's a zero-hassle procedure.
What is the Best Way to Send NPS Surveys?
You can send NPS surveys in various ways, including email, in-app, and SMS.
Method (Email):
Pros: Can reach a large audience
Cons: Can be ignoredMethod (In-app):
Pros: Can be targeted to specific users
Cons: Can be intrusiveMethod (SMS):
Pros: Can be concise
Cons: Can be expensive
In general, in-app surveys are the best way to send NPS surveys. This is because they can be targeted to specific users who are more likely to be engaged. However, email and SMS surveys can also be effective if they are used sparingly.
Get Better Responses to NPS Surveys Using 1Flow
With 1Flow, you can easily measure NPS within your app, effortlessly capturing crucial customer feedback.
Create rapid and personalized surveys within seconds using 1Flow. It ensures surveys are shown to the right users at the right time, resulting in higher response rates.
We help nurture customer relationships and reduce churn.
Start using 1Flow today to transform customer insights into impactful outcomes.
Sign up now to survey your audience seamlessly.
Understanding how your audience perceives your company, products, or services is crucial. The Net Promoter Score (NPS) survey is a powerful tool to achieve this, offering a real-time pulse on customer satisfaction. However, crafting the perfect NPS question is an art.
The right wording, tone, and phrasing can significantly influence the responses you receive, thereby shaping the insights you gather.
In this article, we delve into a quick overview of what an NPS survey is, its structure, and the critical elements in framing your NPS questions. Then, we'll share a comprehensive list of over 40 NPS survey templates that you can use to gain meaningful feedback from your customers in 2024.
What's a Net Promoter Score (NPS) Survey?
The NPS (Net Promoter Score) Survey is an effective metric to assess and determine a customer's experience with a brand, product, or service.
In a nutshell, it aims to answer “How likely are you to recommend [PRODUCT] to a friend or colleague?”
Growth PMs or Marketeers frequently use NPS surveys to forecast customers' future purchase behavior and to understand key feedback and concerns that will, in turn inform product or Go-to-Market strategy.
Here is an example of what this can look like in action.
Customers who respond:
With a 9 or 10 are considered "promoters." They are enthusiastic about your company and will likely recommend it to others.
With a 7 or 8 are considered "passive." They are satisfied with your company but not as enthusiastic as promoters.
With a 0 to 6 are considered "detractors." They are unhappy with your company and will likely discourage others from using it.
To calculate your NPS, you need to subtract the percentage of detractors from the percentage of promoters.
For example, if 50% of your respondents are promoters and 20% are detractors, your NPS would be 30.
NPS is a valuable metric because it is easy to understand and track over time. It can also be used to benchmark your company against competitors.
What are the Two Main Types of NPS?
To address customers' primary concerns effectively and cultivate a strong Customer Experience (CX), experts recommend integrating customer feedback with overarching business goals.
To support this end goal, there are two primary forms of Net Promoter Score (NPS):
1. Transactional NPS (tNPS)
A transactional Net Promoter Score (tNPS) is the result of a survey sent out right after a customer makes contact with the company to measure customer satisfaction for each event. These events could be support calls, service provided, or product purchased or installation completed.
It is a powerful tool to alter a customer's bad experience into a good one immediately.
Salesforce reports that 79% of customers claim to forgive a company after receiving excellent customer service.
President of CX at QuestionPro, Ken Peterson, says Transactional NPS should be:
Short: Transactional NPS surveys should be concise to ensure high response rates.
Frequent: They should be conducted more frequently to gather real-time feedback about specific customer interactions or transactions.
Operational: They should be directly linked to specific customer interactions or transactions.
User-targeted: These surveys should be targeted toward the users involved in the specific transaction or interaction to gather more accurate data.
Transactional NPS helps you:
Identify strengths or weaknesses after each customer interaction
Create an individual metric for different teams based on real-time feedback
Find actionable insights at key points of the customer journey
When Should One Run a Transactional NPS Survey?
Here are examples of key transactional survey points, though you can send surveys at any stage where NPS data is needed in the customer journey.
1. Post-purchase
After a purchase, wait a bit before sending an NPS survey, allowing customers time to use and assess the product, usually a week or two.
2. Contact center
Following a contact center interaction, it's standard to immediately send an NPS question while the experience is still fresh for the customer.
3. New customers
For new customers, NPS data can evaluate the onboarding process. This is especially useful for complex products (like SaaS products) where significant
4. Product update or redesign
After a product update or redesign, wait a few days or weeks for customers to adapt before sending NPS surveys to gauge how well they've accepted the changes, as initial reactions to change can often be negative.
Examples of some Transactional NPS Survey Questions
1. Following New Business Interaction
After working with us recently, how likely are you to tell a friend or colleague about our company?
2. After a ticket is resolved or closed or after post-service feedback
How likely are you to suggest our company to a friend or colleague based on the resolution of your recent issue and ticket?
2. Relational NPS (rNPS)
Relational NPS is an indicator that determines a customer's overall experience and satisfaction with the company. It is like a “health checker” of your brand, sent out annually, bi-annually, or quarterly.
Unlike tNPS (Transactional Net Promoter Score), rNPS is designed to represent all the customers, and not just the ones with specific interactions.
President of CX at QuestionPro, Ken Peterson, says Relational NPS should be:
Infrequent
For all customers
Run across multiple departments
Wide-ranging across the customer journey
Here’s how Relational NPS (rNPS) surveys help:
Gain insights into how customers compare your brand against competitors.
Compare year-on-year progress or declines in customer loyalty and satisfaction.
Use the results of the rNPS survey for company and industry benchmarking.
Model the company's financial data in terms of NPS.
Measure company-level KPIs.
When should you Run a Relational NPS Survey?
Relational NPS (rNPS) is ideal in several situations:
To understand the overall perception of your organization.
For benchmarking against both internal and external NPS data.
To gauge overall customer loyalty.
To target low and non-purchasing or non-returning customers, helping to identify areas of customer satisfaction related to their cumulative experiences with your business.
To evaluate the health of your brand identity and customer relationships through time-based surveys, which can be triggered quarterly, bi-annually, annually, etc., or based on average customer lifetime and product usage frequency.
How to Structure Your NPS Survey Effectively?
For effective NPS survey results, consider these guidelines:
1. Conciseness: Limit surveys to 5 minutes with key questions.
2. Personalization: Customize for specific customer segments.
3. Timing: Choose when customer experiences are fresh.
4. Open Feedback: Include a section for detailed responses.
5. Mobile Optimization: Design surveys for smartphone use.
6. Accessibility: Offer various response channels.
7. Gratitude: Thank participants for their input.
8. Data Utilization: Regularly analyze results for improvements.
Soumabrata Chatterjee, Head of Customer Success at Springworks, talks about the common mistakes to avoid when crafting NPS questions:
Not including a follow-up question immediately
Creating an entire marketing strategy around detractors
Running only relational NPS
Focusing too much on NPS and not engaging with the customers
Crafting complex NPS questions (using more than 2 clauses)
40+ NPS Survey Questions To Get Better Customer Feedback in 2024
Here’s what Seth Besse, the CEO of Undivided, says about asking the best NPS questions:
“It’s crucial to delve deeper after asking them to rate your product. Follow up with an open-ended question, such as:
What specific features or improvements could make our product more valuable to you?
This invites customers to share their thoughts and insights, giving you a clearer picture of their needs and expectations. Remember, NPS isn’t just about measuring satisfaction but understanding how you can enhance the product’s value and most unique requirements. So, keep the questions inviting, ensuring that they extract real insights into what customers think and feel."
Seth is right!
NPS Survey usually includes two parts: close-ended and open-ended questions.
Close-Ended NPS Survey Questions
Close-ended questions are the ones that limit the respondent to some predefined answers such as Yes or No, ratings from 0-10, multiple options, nominal, etc. These questions focus on collecting quantitative data to benchmark NPS scores in the industry.
For instance, here’s how 1Flow customers use close-ended surveys to welcome their users:
Here are some examples of close-ended NPS questions:
On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague?
This classic, original NPS question works every time for every industry. But of course, you need to tweak it to tailor it to your audience and industry. Some modifications to this question could be:
On a scale of 0 to 10, how likely are you to recommend our product to a friend or colleague?
This transactional question will help you understand customer satisfaction with a particular product. The NPS score will tell you the overall efficiency of your product here.
On a scale of 0 to 10, how likely are you to recommend our customer support service to a friend or colleague?
You can ask this transaction question immediately after the customer reaches out for help, such as a support call, assistance needs, product query, etc. Managers often use the tNPS survey score to measure the support team's KPIs.
Based on your experience so far, how likely are you to recommend our product?
When you start with "based on your experience" in the sentence, you provide the customer with a clear set of rules. You're indirectly conveying the message that the rating should be based on how you feel about our product.
You're encouraging them to revise their experience with your food delivery app and validate its success.
Some More Close-Ended NPS Survey Questions
For Promoters (scores 9-10)
Would you recommend our company/product/service to a friend or colleague? (Yes/No)
For Passives (scores 7-8)
Are you satisfied with our company/product/service? (Yes/No)
For Detractors (scores 0-6)
Are you likely to recommend our company/product/service to a friend or colleague? (Yes/No)
These questions are simple and easy to answer, making them ideal for first-level NPS surveys. They are quick and easy to analyze, which can help you get a quick snapshot of your customer satisfaction levels.
First-level NPS questions that you can use on a Likert scale of 1 to 5
How likely are you to return to our company/product/service in the future?
How would you rate the overall quality of our company/product/service?
How would you rate the value for money of our company/product/service?
Open-Ended NPS Survey Questions
Jack Welch once said, “Feedback is the only way to ensure you’re still on the right track.”
That’s what open-ended questions are meant for! To know the customer's perception of your brand.
Open-ended questions are the follow-up questions that allow customers to express their reason behind the rating. These questions focus on collecting qualitative data, providing companies with the scope for improvement and correction.
For example:
What was missing or disappointing in your experience with us?
A company can't grow without constructive criticism. Asking this one question in your NPS survey will provide you with areas of improvement and definitely a huge scope for growth.
This question helps your business grow and makes the customer feel heard.
It makes them feel okay to write about bad experiences. This question encourages them to discuss their negative encounters with your product or service.
What do you like most/least about our (product or company)?
This question has been proven to be very useful for companies. It offers honest customer feedback, as it can't be answered without experiencing the product or company.
Detractors will help you find the loopholes in your service, product, or company. Based on their qualitative feedback, you can connect to them and ask why they are dissatisfied.
This approach will help you get deeper insights into their bad experience and learn how to deliver better service to make them happy.
While promoters can help you accomplish goals like revenue, growth, brand visibility, etc, these happy customers will define your company's strengths in the reviews. You can use these real-time testimonials for your website or app store.
Amit Mohod, Product Manager at iMocha, shares examples of NPS questions (B2B) that have proven effective in gathering valuable customer feedback:
On a scale of 0 to 10, how likely are you to recommend our B2B solution to other businesses?
What specific business outcomes have you achieved using our product or service?
What challenges or pain points has our solution helped you address in your business?
How can we enhance our offering to support your company's needs better?
Do you have any additional feedback or suggestions for improving our solution that will help enterprises like yours?
Some More Open-Ended NPS Survey Questions
What is the one thing we could do to make you a happier customer?
What would prevent you from recommending us to others?
What suggestions do you have for improving our products or services?
How to Ask Follow-Up NPS Questions for Best Results?
Asking the right follow-up question is like the basic food to grow a brand. Using the NPS follow-up questions, you can determine what aspects of your product or service customers find frustrating or unsatisfactory.
After that, you can focus on the areas that need improvement to raise your NPS and increase client loyalty, hence reducing customer churn.
Here’s how you can ask follow-up questions that yield the best results.
Customize Your Follow-Up Question
Asking the right questions to the wrong audience will lead to a low response rate and irrelevant feedback. That's why you should customize your follow-up questions for each segment using a tool like 1Flow.
Using 1Flow, you can create a personalized survey based on your goals and the AI prompt you provide.
For Promoters
Promoters are the enthusiasts of your brand. They are the main source of your revenue growth, so leverage their feedback. Their feedback can be used as an effective source for your next marketing campaign.
Ask these questions to your promoters to get the most out of their happy experience:
So happy to see you pleased with our service! We are curious. What do you like the most about us?
Excellent! Thanks for the score. Is there anything we can help you with?
Thanks for the score. Do you have any questions related to any other product we offer?
We're happy to know you had a great experience with our services. Would you like to spread the word on G2?
What was the most significant factor that led you to give us a high score?
What aspect of our product or service did you find most valuable?
Would you be willing to share your positive experience with others?
What could we do to make our product or service even better?
For Passives
Passives are the neutral customers. They might be harmless for your brand's reputation, but they can walk away from your services anytime.
That's why you need to retain them by building connections with them. Personalize your questions for passives to target them specifically. Make them feel like their response matters.
Ask these questions to your passives to engage with them:
We appreciate your response! Can we assist you in any way with the product?
Thanks for your response. We value the time you invested! Our goal is to improve. Is there anything we can change for the better?
Thanks for taking the time! Your opinion matters to us. We'd like to know if we can make you more satisfied with our service.
What aspects of your experience could we have improved to make you a promoter?
What specific areas do you think require attention to enhance your overall satisfaction?
"What reservations do you have about recommending us to others?"
What changes would make you more likely to recommend us in the future?
For Detractors
These customers might not be your biggest cheerleaders, but their negative feedback can help you convert them into one. Take a closer look at their dissatisfaction and see how you can work towards it.
Ask these questions to your detractors to know their dissatisfaction:
We're so sorry for your dissatisfaction. Helps us do better. Would you mind telling us why this score?
We're sorry to see your score. We'd like to know how we can improve your experience with us.
That's not the highest score — help us improve for you. Who should we learn from and why?
What specific aspects of your experience were most disappointing?
What could we have done differently to prevent your dissatisfaction?
What would it take for you to consider recommending us in the future?
Localise Follow-Up Questions
If your targeted audience is multilingual, localization of follow-up questions can positively impact response rates. Localization will also help you gather more accurate and valuable data.
You can easily translate messages and surveys into over 30 languages using 1Flow's robust localization engine. 1Flow is also compatible with most common platforms, such as iOS, Android, and web browsers, so it's a zero-hassle procedure.
What is the Best Way to Send NPS Surveys?
You can send NPS surveys in various ways, including email, in-app, and SMS.
Method (Email):
Pros: Can reach a large audience
Cons: Can be ignoredMethod (In-app):
Pros: Can be targeted to specific users
Cons: Can be intrusiveMethod (SMS):
Pros: Can be concise
Cons: Can be expensive
In general, in-app surveys are the best way to send NPS surveys. This is because they can be targeted to specific users who are more likely to be engaged. However, email and SMS surveys can also be effective if they are used sparingly.
Get Better Responses to NPS Surveys Using 1Flow
With 1Flow, you can easily measure NPS within your app, effortlessly capturing crucial customer feedback.
Create rapid and personalized surveys within seconds using 1Flow. It ensures surveys are shown to the right users at the right time, resulting in higher response rates.
We help nurture customer relationships and reduce churn.
Start using 1Flow today to transform customer insights into impactful outcomes.
Sign up now to survey your audience seamlessly.
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