Net Promoter Score surveys are employed by numerous companies around the world to understand the degree to which their customers are happy with them. For tracking this score over time, firms should create a smart NPS survey. The often asked, standard NPS survey questions is “On a scale from 0-10, how likely are you to recommend us to a friend or colleague?”
This question can be a great icebreaker to initiate customer interactions, generate responses that can provide insights into issues across departments, and give an overview of customer sentiment about your company.
It would be great if your firm can ask an NPS question different from this very familiar generic rating scale question. This blog gives you details about the different types of NPS survey questions and lists 9 great NPS survey question ideas from which your firm can choose.
2 Different types of NPS Survey Questions
By asking the right NPS Survey questions, you help survey participants to provide clear and unbiased answers. There are two different types of survey question types to choose from.
1. Open-Ended Questions
When you want your respondents to give an expressive or descriptive answer that goes beyond a mere yes or no, you should go for open-ended questions. Open-ended questions allow participants to convey their thoughts on a particular point.
These enable participants to provide better contexts to their ratings. After asking participants to rate on a 10 point scale to show how likely they are to recommend your business to others, you can ask an open-ended question to rationalize their responses.
Merits of Open-ended Questions
- These types of questions give you new insights into a customer’s responses.
- These facilitate your business to collect qualitative feedback from survey respondents.
Demerits of Open-ended Questions
- These consume more of the respondent’s time.
- Analyzing the responses to such questions is demanding.
Examples of Open-Ended Questions
- What role does our product perform in your daily life?
- What particular issue does our product help you resolve?
- How can we improve your experience?
- What features do you use/value the most?
- Why did you opt for our product over our competitors?
2. Rating Questions
These are the most common types of NPS survey questions. Here the respondents are asked to choose a number on a 10 point scale to show their likelihood to recommend your business to their friends, folks, and colleagues. Since the question is quantitative, it has a numerical response.
Merits of Rating Questions
- These are easy to comprehend and respond to.
- Both quantitative and qualitative data can be gathered from survey participants.
Demerits of Rating Questions
- Bias in survey responses has an impact on the quality of data obtained.
- The halo error (tendency to give a higher or lower rating due to a generalized perception of one trait extending to other aspects as well) can also affect the responses.
Examples of Rating Questions
1. How would you rate our product based on your experience?
2. How likely are you to recommend our firm to your circle?
- Very Unlikely
- Neither likely nor unlikely
- Somewhat likely
- Very likely
9 NPS Survey Question Examples to Get More Responses
Here are different NPS questions from which you can choose to use for your NPS survey.
1. Considering your experience with us to date, how likely are you to recommend us to your friends and folks? (0-10)
This question is a simple re-wording of the standard NPS question. This lets you take the NPS survey with even those customers who have only recently begun their journey with you. You can present it before a customer as soon as he has shopped with you. The response will give you a true picture of the customer’s level of satisfaction with your business.
2. Now that you’ve purchased our product, how likely are you to recommend us to your friends and folks? (0-10)
Though this question shifts the focus from the company to the product, it relates to everything in your company. It asks about the complete experience. Customers will be able to rate you based on a holistic view of your service.
For instance, for a clothing brand, it might include clothing variety and quality, pricing, the store’s aesthetic appeal, customer service, and the product purchased. The ratings generated help fix, enhance, and prioritize product features. It also helps make decisions with confidence.
3. Based on your recent experience, how likely are you to recommend us to your friends and folks? (0-10)
Sending an NPS survey after an interaction is referred to as a transactional NPS survey. The above-given NPS survey question allows customers to rate your interaction and transaction with them based on their recent experience.
This will bring to light any issues or concerns based on ease of buying, billing, pricing, customer service support, checkout process (for eCommerce store), and more. This will also let you know if the recent changes you brought about in your product, services, or administration are right or wrong decisions.
4. How likely are you to recommend our business to someone like you? (0-10)
At times, asking about a recommendation to ‘family’, ‘friends’, or ‘colleagues’ may not be relevant. This is a time when the offerings of your business do not have mass-market appeal, your friends and family wouldn’t be interested at all.
For instance, an e-learning course, a beautician vocational program, an insurance policy, a gaming site, etc. aren’t attractive or relevant to everyone. In such cases, asking the above question for your NPS survey would be appropriate.
5. Based on your experience with our support staff, how likely are you to recommend us to your friends and folks? (0-10)
NPS surveys are also used for collecting feedback about a particular aspect of your business. The above question focuses on gathering ratings from your customers about their experience with your support staff. Whenever a ticket is closed, you can automate the sending of this survey question to the customer.
You can use it to obtain general feedback about your entire team or just particular support staff. This can help you identify issues trending in your support team and also directly connect them to specific support staff. Thus, you will be able to evaluate and rectify or encourage staff performances.
6. Rate us on a 0-10 scale on how likely are you to recommend us to your friends and folks? What is the reason for giving this score?
You can use the above open-ended question when you want to determine why customers are being passive, promoting, or detracting from your business. This will help you focus on the root causes, discover the weaknesses and faults of your products and services and come up with ways to fix those, identify your strengths and reinforce those, and put the passives and detractors on the track.
Besides, taking such an NPS survey also enables the closing of the customer feedback loop easily and quickly. This also helps reduce churn and build customer loyalty.
7. Rate us on a 0-10 scale on how likely are you to recommend us to your friends and folks? And let us know what you like least about the company or its product or services?
Asking the above NPS survey question to your customers helps you understand what works and what doesn’t with your customers. By going through the responses, you’ll be able to identify those features of your product or services that aren’t favored by your customers.
This will help you know what changes to implement in your services and discover new ways to improve your product. There are tools that let you design intuitive NPS survey advanced skip-logic-based questions.
8. Rate us on a 0-10 scale on how likely are you to recommend us to your friends and folks? And suggest what we should improve on.
Asking this NPS question will help your customers open up to discuss ideas to solve a specific process that they would have found disappointing. This will clarify those areas of your business that have caused problems to a customer.
With this info at your disposal, you can improve your products and/or services to suit the preferences, interests, and requirements of your customers.
9. Why would you (not) recommend us?
The above open-ended question lets your customers account their numerical grade to contextual information. They’ll tell you why they like or dislike your business, its products, and/or services; or even suggest improvements to your products. This will help you make favorable improvements and thereby increase conversion. Thus, it can help your customer retention strategies.
3 Ways to Enhance Your NPS Response Rate
Although you present your NPS survey to all your customers, not every one of them might want to participate in it. Here are three ways to increase their response rate.
1. Segment your audience
Market segmentation and personalization that presents different questions to each category if you’re sending your NPS survey questions via email. You can also set your marketing automation software to trigger sending surveys at specific vital stages of the user journey like soon after they’ve abandoned a shopping cart, they’ve placed an order or a week after product delivery.
2. Keep it simple
Let your question be in no more than one short sentence. Let your wordings be simple and easily understandable. This will make responding to your questions a pleasure, rather than a chore.
3. Keep it short
Have no more than two or three questions. When there are fewer questions to answer, people will be encouraged to answer.
Following these will not only increase the response rates but also the quality of the responses as they would rate you appropriately at these stages.
Don’t Forget That “Thank You” Message
Now that your customers have taken the time to complete your survey, you need to appreciate them. A good way to express your gratitude to them is through a “Thank You” message. So, at the end of your NPS survey, you may send the following thank you messages to your promoters, passives, and detractors.
- Promoters: “Thank you for your feedback. We’re glad that you’re our loyal customer. Your feedback lets us uncover new opportunities to enhance ourselves and ensure the best possible experience for you.”
- Passives: “Thank you for your feedback. We seek to provide the best possible product. Your concepts, perceptions, and suggestions play a crucial role in aiding us to identify opportunities to improve.”
- Detractors: “Thank you for your feedback. We respect all suggestions and ideas from our customers, be it positive or critical. Soon our team might contact you to learn more about how we can improve our product or service so that it is beyond your expectations.”
NotifyVisitors NPS Survey Tool
NotifyVisitors NPS Survey software lets you create your NPS survey with its easy do-it-yourself editor. You can customize everything including its color, questions, heading, and more to match your theme.
The software lets you send your NPS survey through different marketing channels including email, web, and text message; and multiple platforms including desktop, mobile, and tablet. You can also target apt respondents based on rules like location, online customer behavior, and page URLs.
The tool also has features for gaining deep analytics and insights from your NPS survey. This will help you create better products and offer improved services.
You now know some great NPS survey questions to get more people to provide insightful responses. A good NPS survey tool like NotifyVisitors can help you create a customized NPS survey, target the right audience, send it through multiple platforms, and gain meaningful analytics therefrom.