Do you want to know what NPS survey questions you can ask your customers to measure their loyalty?
Clearly, NPS is an excellent tool to gather data about customer experience with your brand and measure customer satisfaction. An NPS survey will provide insight into how likely your customers will recommend your brand to others.
An NPS survey will provide the right customers’ insights only when you ask the right questions to your audience. So, in this article, you will discover 50+ NPS survey question examples that you can ask.
What is an NPS Survey?
An NPS survey is a customer satisfaction metric that measures a customer’s likelihood to suggest your brand to others. Usually, it consists of 2 types of NPS questions:
Rating question: Here, a customer is asked to rate the product, service, or brand on a scale of 0-10. The primary purpose of this question is to analyze your customer base and determine where they fall in 3 categories:
- Detractors (score of 0-6): A person who does not like your products or services
- Passives (score of 7-8): A person who is neither satisfied nor dissatisfied with your brand
- Promoters (score of 9-10): A loyal customer who will recommend your brand to others
Follow-up question: Depending on the score and the category your customer falls into, you ask them a follow-up question. The objective of this NPS question is to determine the reason behind a customer’s score in their own words.
While the rating question helps you calculate your NPS score and measure customer satisfaction, the follow-up questions are crucial to understanding why customers scored the way they did.
Also Read: How to Calculate Net Promoter Score
50+ NPS Survey Questions to Ask in Your Next NPS Survey
We have given a list of NPS example questions below for your reference. You can use these sample questions as a starting point for creating your own NPS surveys.
Rating Survey Question
This section discusses the NPS questions that you can use to ask customers to rate your product, service, or brand.
The most general question used in an NPS survey is:
“How likely are you to recommend our brand to your friends and family?”
This is the default form of the Net Promoter Score question; however, you can always modify it depending on the scenario and what you want your target customers to rate.
Let’s look at some of the variations of this question that you can use in different scenarios.
- Rating Your Business
“How likely are you to recommend (business name) to others on a scale of 1-10?”
You can ask this question to understand how users feel in general about your business and how likely they will advocate your business to their friends. This question can also be used to measure the customer’s overall satisfaction.
- Rating Your Product
“How likely are you to recommend (product name) to your friends or family?”
You can use this question to measure your customers’ experience with a particular product or service. This NPS question will offer you insight into a customer’s experience with your product or service.
- Rating Customer Service
“On a scale of 1-10, how likely are you to recommend our customer support service to others?”
You can use this question to determine how satisfied customers are with your customer service team. It will offer data about a customer’s likelihood to recommend your customer service or customer support to their friends or colleagues.
- Rating Customer’s Transaction or Interaction
“Will you recommend us to your friends and family, based on your most recent interaction?”
“On a scale of 1-10, how likely are you to recommend us to your friends and family based on your recent purchase?”
These questions can be used to rate a recent engagement with a specific customer touchpoint, such as post-service, post-purchase, or post-onboarding interactions. It enables you to identify and improve any problem with a particular consumer experience.
- Rating Your Company as a Workplace
“How likely are you to recommend (company name) as a workplace to your friends?”
You can also use employee NPS (eNPS) survey questions to measure your employees’ loyalty to your company. It will also enable companies to prevent an employee from leaving your company by resolving their issues.
Open-Ended Survey Questions
As discussed above, using NPS rating scale questions, you can collect customers’ scores about the likelihood that they will recommend your products and services to their friends and family. But, it does not include why customers give this rating. Hence, you need to ask open-ended NPS questions to customers to collect their qualitative feedback.
Using open-ended questions, customers can clearly communicate their thoughts on a particular subject instead of giving bland answers. They can insert their detailed feedback in the text box of open-ended questions to understand what they like and what needs improvement.
Let’s discuss some sample open-ended survey questions:
- What is the main reason for your score?
This question helps organizations to focus on the root of why customers become detractors, passives, or promoters. Understanding the reason behind the score from detractors can help you to discover the weaknesses of your products and services. It will also help you to close the feedback loop quickly.
- Which features of our product do you like the best?
You can ask your loyal customers what they like the best about your brand and “why.” It will help you to understand the strength of your company. This question is especially beneficial for the product team as they can obtain in-depth insight into the features that customers value the most. At the same time, you can also use the answer to this question for testimonial purposes.
- Which features of our product do you like the least?
If you want to determine what is not working for your customers, this is a perfect question. By analyzing the customer’s responses to this question, you can find certain features or aspects of your product that your customer does not like. It helps you to find new ways to enhance your product or services.
- How can we improve our services?
Using this question, you can get suggestions on what you can do to improve your products and services. You will understand what you need to get fixed to get your products back on track to turn detractors into promoters before they churn out.
- How does our product/services meet your needs?”
This is another method of determining whether your product or service is a good fit for your clients. It should be sent to Promoters who are satisfied with it, rather than Detractors who are not happy with your product as they have not found what they were looking for. The NPS feedback will help you adjust your focus and efforts on relevant features.
Close-Ended Survey Questions
Close-ended questions are question kinds that require respondents to select from a specific set of pre-defined options, such as “yes/no” or from a set of multiple-choice questions. These types of NPS survey questions are used to gather quantitative data from the target audience.
Examples of Close-Ended NPS sample questions are as follows:
- “On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?”
It is an example of a typical close-ended NPS question. Organizations can use this question to gather overall feedback about the customers’ total interaction with the brand. This question is used to collect insights into the satisfaction level of the customers.
- How likely are you to recommend our product/services to your colleagues?
Once your products start selling, measuring customer satisfaction becomes crucial. Companies use this question in the Net Promoter Survey to gauge customer loyalty for a specific product or service they offer.
- How likely are you to recommend us to others based on your recent visit?
This question is used to determine a customer’s level of loyalty based on a specific event or transaction. Customers’ experiences can be tracked immediately after a particular interaction, transaction, or event, such as placing a new order, purchasing books, etc.
- “How likely are you to recommend our company as a potential workplace to your friends?”
This question is used in companies to capture the qualitative data about the loyalty and satisfaction level of the employees. Employers can then determine the reason behind the employee’s rating by asking them open-ended questions.
Thank You Messages
A simple Thank You note to your consumers is an excellent way to conclude the Net promoter score survey. It would be best to make it a priority to convey your appreciation to your target audience for taking the time to offer you feedback. Another advantage is that it creates a positive image of your brand, which will boost your reputation and respect in the hearts of your clients.
Let’s discuss the NPS question example for Thank You messages for the three categories of customers (Promoters, Detractors, and Passives). You can use this at the end of your NPS survey.
- Promoters – Thank you message
“Thank you for your feedback. It feels fantastic to see that you love our brand’s products and services. Your feedback will assist us in identifying new ways to improve our services and provide you with the greatest possible experience each time you pick us.”
- Passives – Thank you message
“Thank you for your feedback. The objective of our brand is to create the best product that helps you with your daily life. Your inputs will be invaluable in assisting us in identifying ways to improve our services.”
- Detractors – Thank you message
“We appreciate your feedback. We value both good and negative feedback from our customers. Our customer service will contact you to learn more about how we can enhance our services to serve you in the future better. We’d love to hear your thoughts on how we can exceed your expectations.”
Post Survey Follow up Questions
Follow-up questions ask customers to explain why they would or would not suggest a company in their own words. This enables respondents to add context to their numerical score of choice. The NPS follow-up question is essential since it helps a business or organization obtain vital customer feedback.
As a marketing manager, you’ll discover that this is the question that will genuinely assist you in tracking the results of a specific marketing campaign, gauging customer loyalty, and using the gathered data in a long-term growth strategy.
Some follow-up Net Promoter Score questions are discussed below. You can use them directly or modify them as per your research objectives.
- What problems or challenges are you trying to solve with our product?
- Is there anything that we are missing that could enhance your experience?
- How do you benefit from using our products/ services?
- Why did you opt for our brand over our competitor?
- What is the one thing that is missing in our product?
- How can we make your experience more delightful?
- If you could add or change anything about our product/services, what would it be?
- Which features do you use the most and why?
- How will you describe your overall experience with our brand in a few words?
- What convinced you to become our customer?
NPS Survey Questions for Customers
Sharing a Net Promoter Score (NPS) survey with your customers is a beautiful approach to gauging client loyalty. Their responses will help you understand how they feel about your brand and how likely they will recommend it to their friends and family. A good NPS survey can assist you in determining the strengths of your organization as well as the areas where you need to improve.
Let’s discuss some of the Net Promoter Score survey questions that you can ask your customers:
- How likely are you to repurchase from our brand?
☐ Most Likely
☐ Can’t say
☐ Not at all likely
- On a scale of 1-10, how likely are you to refer our business to your friends?
- How will you describe your overall experience with us?
- Do you like to change anything about our products?
- Are you satisfied with our service delivery?
- Why did you choose our brand?
- How can we improve?
- Now that you have used our product, how likely will you recommend us to your colleagues?
☐ Most Likely
☐ Can’t say
☐ Not at all likely
- What can we do to get a rating close to 10?
- We’re sorry to have let you down; what could we do to reach a 10?
NPS Survey Questions for Employees
An NPS survey sent to employees collects data to help businesses become better employers and improve employee retention. Here are some of the best NPS questions for employees to get the most accurate ratings from your employees:
- On a scale of 1-10, how likely are you to recommend our company as a workplace to your friends?
- How will you describe your overall experience with the company till now?
- As an employer, what can we do better to improve your experience?
- What is one thing that you like best about this company?
- What do you dislike about this company?
- Why will you not refer our company to your friends as a workplace?
- What is missing in your work experience with us?
- What is the one thing we could do to make you a more satisfied employee?
NPS Survey Questions for Product
Sharing NPS Survey product questions with customers is an excellent way for companies to understand what their users think about their products and offers. It will enable them to listen to the users’ feedback and create precisely the kind of products that their potential customers want.
Let’s discuss some NPS questions that you can ask:
- On a scale of 1-10, how likely are you to recommend our products to your friends?
- How satisfied are you with the use of our brand’s product?
☐ Neither satisfied nor dissatisfied
- How likely are you to repurchase our products in the future?
- Do our products meet your expectations?
☐ Can’t say
- What challenges are you facing while using our product?
- Why did you choose our product over our competitor?
- How does our product satisfy your needs?
- How likely are you to recommend this product to other people?
- What do you like most about our product?
- What can we do to make this product better for you?
Gather Actionable Data From Your Customers Now!
Using the NPS survey questions, you can not only measure customer satisfaction and loyalty but also gather deep insights into how a customer feels about your brand. It is the right way to gather qualitative as well as quantitative feedback from customers.
By analyzing the responses to NPS questions, you can work on the constructive criticism received from the users to improve your products and services and boost customer satisfaction. This is what will keep your business growing and thriving.
You can also use the best NPS software like ProProfs Survey Maker for creating NPS surveys to collect your customer’s feedback. It will help you design effective NPS surveys, target the right audience, share them easily through multiple platforms, and gain meaningful analytics to make informed business decisions.
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