{"id":42693,"date":"2022-05-09T04:07:49","date_gmt":"2022-05-09T04:07:49","guid":{"rendered":"https:\/\/www.proprofssurvey.com\/blog\/?p=42693"},"modified":"2026-04-30T10:27:59","modified_gmt":"2026-04-30T10:27:59","slug":"nps-survey-questions","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/nps-survey-questions\/","title":{"rendered":"40+ NPS Survey Questions That Actually Get Customers to Tell You Why They’re Leaving"},"content":{"rendered":"\n

You’ve set up an NPS survey. You sent it. Now your dashboard shows a score, and you’re not sure what to do with it.<\/p>\n\n\n\n

This is the most common NPS problem: collecting a number without collecting the context to act on it. The issue is almost always the questions you asked, or didn’t ask. <\/p>\n\n\n\n

This guide gives you 40+ ready-to-use NPS survey questions organized by use case, respondent type, and survey trigger. <\/p>\n\n\n\n

More importantly, it shows you when to ask each question, how to structure your survey so you actually get responses, and how to turn what you collect into decisions your team can act on.<\/p>\n\n\n\n

<\/span>What Is an NPS Survey Question?<\/strong><\/span><\/h2>\n\n\n\n

<\/p>\n\n\n\n

\n

An NPS survey question is a standardized feedback question: “On a scale of 0 to 10, how likely are you to recommend [Company\/Product] to a friend or colleague?” It is used to measure customer loyalty and predict business growth. The score is paired with one or two open-ended follow-up questions that explain the reason behind the rating. Responses categorize customers into three groups: Promoters (9 to 10), Passives (7 to 8), and Detractors (0 to 6). \n<\/p>\n<\/div>\n\n\n\n

Your NPS score<\/a> is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving you a number between -100 and +100.<\/p>\n\n\n\n

The question was developed by Fred Reichheld at Bain & Company in 2003<\/a> after his research showed it correlated more directly with customer repurchase and renewal behavior than any other loyalty question. <\/p>\n\n\n\n

Today, it is used by organizations across industries to track sentiment, identify friction, and benchmark performance.<\/p>\n\n\n\n

What NPS Does Not Tell You on Its Own:<\/strong> A score without follow-up questions gives you a signal but not a cause. It tells you customers are unhappy, but not why. It tells you promoters exist, but not what created them.\u00a0<\/p>\n\n\n\n

The follow-up question is where the program earns its value. Without it, NPS is a number in a dashboard.<\/p>\n\n\n\n

\n
\n \"Rob\n <\/div>\n
\n

\n \u201cA company that is an NPS leader in its industry \u2014 the one with the highest competitive benchmark Net Promoter Score \u2014 grows on average two and half times as fast as the rest of its market.\u201d\n <\/p>\n

\n \u2014 Rob Markey, Global Customer Strategy & Marketing, Bain & Company\n <\/p>\n <\/div>\n<\/div>\n\n\n\n

Source: <\/em>Bain & Company<\/em><\/a><\/p>\n\n\n\n

<\/span>What Is the Main NPS Score Question, and How Should You Word It?<\/strong><\/span><\/h2>\n\n\n\n

The core NPS question has been standardized for a reason. Changing the wording introduces bias and breaks comparability against benchmarks. Here is the standard formulation:<\/p>\n\n\n\n

“On a scale of 0 to 10, how likely are you to recommend [Company\/Product\/Service] to a friend or colleague?”<\/strong><\/p>\n\n\n\n

Here\u2019s an email NPS survey template<\/a>:<\/p>\n\n\n\n

\"email<\/figure>\n\n\n\n

Here\u2019s a quick NPS microsurvey template<\/a> for you:<\/p>\n\n\n

\n
\"NPS<\/figure>\n<\/div>\n\n\n

A few things that matter about this phrasing:<\/p>\n\n\n\n

The word “recommend” is intentional. <\/p>\n\n\n\n

It correlates most directly with repurchase and renewal behavior. Words like “share” or “suggest” soften the commitment and produce a weaker signal.<\/p>\n\n\n\n

Avoid injecting emotional language. <\/p>\n\n\n\n

“How likely are you to enthusiastically recommend our amazing product…” biases answers upward. Neutral wording produces more reliable data.<\/p>\n\n\n\n

Keep the scale at 0-10. Switching to a 5-point or 7-point scale makes it impossible to calculate a proper NPS or benchmark against other companies.<\/p>\n\n\n\n

You can tailor the object of the question based on the survey type:<\/p>\n\n\n\n