{"id":1491,"date":"2020-11-11T09:52:04","date_gmt":"2020-11-11T09:52:04","guid":{"rendered":"https:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/?p=1491"},"modified":"2025-04-01T10:35:10","modified_gmt":"2025-04-01T10:35:10","slug":"nps-questions","status":"publish","type":"post","link":"https:\/\/refiner.io\/blog\/nps-questions\/","title":{"rendered":"7 NPS Questions That Will Deliver Incredible Insights (with Examples)"},"content":{"rendered":"\n<p><strong>This is the ultimate list of the best NPS questions that you should be asking. <\/strong><\/p>\n\n\n\n<p><em><strong>Fact<\/strong>: NPS is an amazing method to assess customer loyalty and satisfaction. Even a simple survey can help you evaluate how well your company is satisfying customers\u2019 needs, and in turn, how likely they are to recommend you to others.&nbsp;<\/em><\/p>\n\n\n\n<p>Like this:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"448\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/07\/NPS-question-1.png\" alt=\"NPS question example.\" class=\"wp-image-3221\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/07\/NPS-question-1.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/07\/NPS-question-1-300x131.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/07\/NPS-question-1-768x336.png 768w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><strong>But there is a problem, too.<\/strong><\/p>\n\n\n\n<p>At first sight, NPS seems quite simple. <\/p>\n\n\n\n<p>It\u2019s only when you try to come up with NPS questions to ask, particularly ones that relate to your business, you realize that getting the right insights from NPS surveys requires more than asking basic questions.<\/p>\n\n\n\n<p><strong>Hence this guide.<\/strong><\/p>\n\n\n\n<p>On this page, you\u2019ll discover the different types of NPS survey questions to ask. You\u2019ll also see actual examples of various NPS surveys and those questions in use. You&#8217;ll also learn why they\u2019ve worked, and what insights you could get by using those methods.\u00a0<\/p>\n\n\n\n<p>In short, after reading this guide, you\u2019ll be able to design an NPS survey that will deliver the insights you seek.<\/p>\n\n\n\n<p>So, let\u2019s begin.\u00a0<\/p>\n\n\n\n<!-- NPS -->\n<script>\nfunction openNPSCheatsheetPopup() {\n  wisepops(\"event\", \"nps-cheatsheet-popup\");\n}\n<\/script>\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Get the ultimate NPS cheatsheet<\/span>\n<span class=\"reusable-block__text\">We compiled the best NPS information we have from over a dozen articles. Get NPS basics, use cases, best practices, 13 question examples, 17 follow-up email templates in a single document!<\/span>\n<a class=\"reusable-block__link\" href=\"javascript:openNPSCheatsheetPopup();\">\nGet the cheatsheet\n<\/a>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How NPS Surveys Work<\/strong><\/h2>\n\n\n\n<p>An <a href=\"https:\/\/refiner.io\/blog\/net-promoter-score\/\">NPS survey<\/a> is a question-based technique that helps evaluate what\u2019s known as the <a href=\"https:\/\/en.wikipedia.org\/wiki\/Net_Promoter\">Net Promoter Score<\/a> &#8211; a metric indicating the likelihood of a user promoting and advocating your brand.&nbsp;<\/p>\n\n\n\n<p>Such a survey, typically, consists of two questions.&nbsp;<\/p>\n\n\n\n<p><strong>The first one<\/strong> asks users or customers to rate, on a scale of 0 to 10, your business, product, service, or anything else about your business that you\u2019re evaluating. We refer to it as the rating question as a result.<\/p>\n\n\n\n<p>The purpose of the rating question is to assess your customer base and discover, in percentages, where they fall into three categories:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Detractors,&nbsp;<\/li>\n\n\n\n<li>Passives, and<\/li>\n\n\n\n<li>Promoters.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>However, the other question aims to uncover the reasons why a person has scored you the way they had. In this case, you\u2019re asking a follow-up, open-ended question relating to the category a person has fallen because of their score.<\/p>\n\n\n\n<p><strong><em>Worth to note: <\/em><\/strong>I often see companies paying the most attention to their rating question. Now, I admit that it\u2019s an important one. But it\u2019s the follow-up that can make or break your NPS survey. Why, because it is your chance to gain an incredibly in-depth insight into why a person scored your brand the way they did.&nbsp;<\/p>\n\n\n\n<p>But of course, the follow-up question depends on the type of information you\u2019d like to collect.&nbsp;<\/p>\n\n\n\n<p>SaaStock, for example, uses the NPS score to evaluate their attendants\u2019 likelihood of recommending the company and its conference to their peers.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"706\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/11\/1-1024x706.png\" alt=\"NPS Survey question example.\" class=\"wp-image-1493\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/1-1024x706.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/1-300x207.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/1-768x529.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/1-1536x1059.png 1536w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/1.png 1552w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>But the company asks only a basic follow-up question.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"836\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/11\/2-1024x836.png\" alt=\"NPS survey follow-up question example.\" class=\"wp-image-1494\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/2-1024x836.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/2-300x245.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/2-768x627.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/2.png 1384w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>It, most likely, makes sense for them. However, I always recommend considering the <a href=\"https:\/\/refiner.io\/blog\/nps-follow-up-emails\/\">follow-up question<\/a> thoroughly. As said, it can make or break the insights you\u2019re going to receive.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>NPS Questions and Examples<\/strong><\/h2>\n\n\n\n<p>To recap what we\u2019ve discussed so far &#8211; To run a successful NPS survey, you need to ask two questions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A rating question aimed at evaluating your brand, product, or service on a scale of 0-10.&nbsp;<\/li>\n\n\n\n<li>A follow-up question to dig deeper into a person\u2019s reasoning for scoring you the way they did.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>But what makes a good rating question, and how to construct a follow-up that can deliver meaningful insights?&nbsp;<\/p>\n\n\n\n<p>Well, let\u2019s look at those in turn.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-group has-pale-cyan-blue-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<p><strong>PRO TIP:<\/strong> <a href=\"https:\/\/refiner.io\/solutions\/nps\/\">Refiner<\/a> comes loaded with ready-made survey templates, including NPS, that let you create a survey with the most relevant questions within seconds.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"886\" height=\"555\" src=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Templates-NPS.png\" alt=\"\" class=\"wp-image-3400\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Templates-NPS.png 886w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Templates-NPS-300x188.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2023\/10\/Templates-NPS-768x481.png 768w\" sizes=\"auto, (max-width: 886px) 100vw, 886px\" \/><\/figure><\/div><\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Part I. Examples of NPS Rating Questions<\/strong><\/h3>\n\n\n\n<p><strong>#1. Asking about the likelihood of a referral from the person<\/strong><\/p>\n\n\n\n<p>Let\u2019s start with the most common NPS survey question, which I am sure you have seen many times before.&nbsp;<\/p>\n\n\n\n<p>The question goes:<\/p>\n\n\n\n<p><em>\u201cOn a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?\u201d<\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1118\" height=\"516\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/11\/3-1024x473.png\" alt=\"Another example of a question in an NPS survey.\" class=\"wp-image-1495\" style=\"width:512px;height:237px\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/3-1024x473.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/3-300x138.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/3-768x354.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/3.png 1118w\" sizes=\"auto, (max-width: 1118px) 100vw, 1118px\" \/><\/figure><\/div>\n\n\n<p>The question asks for a simple opinion. It is an ideal&nbsp;question to use to measure your overall customers\u2019 satisfaction with you or your product.&nbsp;<\/p>\n\n\n\n<p>What\u2019s more, the answers you collect can give you an overview of your user base\u2019s sentiment towards your product or brand.&nbsp;<\/p>\n\n\n\n<p>With this question, you can evaluate how deeply ingrained your product is in their lives and how helpful they find it. You can also find out how many unhappy customers you may have in the user base and evaluate how your customers feel about the product in general.<\/p>\n\n\n\n<p><strong>A quick tip: <\/strong>Because you\u2019re asking about a person\u2019s general experience with using a product, this question is ideal when evaluating the sentiment about a particular product or service, rather than a company. I wouldn\u2019t recommend using it to assess a customers\u2019 attitudes towards a brand (unless the brand and product can be perceived as one, of course.)<\/p>\n\n\n\n<p><strong>#2. Asking directly about the experience with a company<\/strong><\/p>\n\n\n\n<p>The question above asked about a person\u2019s likelihood to recommend a product in general terms. As you\u2019ve learned already, it offered an excellent opportunity to evaluate the general sentiment towards what you sell.&nbsp;<\/p>\n\n\n\n<p>But, you may want to be more specific and direct and ask a person to evaluate you based on their experiences.&nbsp;<\/p>\n\n\n\n<p>In this instance, a question to ask could go like this:<\/p>\n\n\n\n<p><em>\u201cConsidering your experience with [Insert Your Company Name,] how likely are you to recommend us to a friend or colleague?\u201d<\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"519\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/11\/4-1024x519.png\" alt=\"More complex question asked in NPS feedback.\" class=\"wp-image-1496\" style=\"width:512px;height:260px\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-1024x519.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-300x152.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4-768x389.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/4.png 1098w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>What\u2019s unique about this question? Well, for one, the question focuses on a person\u2019s experience with the company, rather than its product. And because of that, you can use this particular NPS question throughout an entire customer journey to get valuable feedback about the quality of the complete experience customers have with your brand.<\/p>\n\n\n\n<p>You can use it right after signup to evaluate your sales process, for instance. In this case, the survey would help you establish how easy the process might be, from the customer\u2019s perspective, of course.&nbsp;<\/p>\n\n\n\n<p>You could also trigger the NPS survey after a person\u2019s had some experience with your customer service team. This way, you\u2019d evaluate their satisfaction with the help received and identify whether you need to improve the customer service you provide.&nbsp;<\/p>\n\n\n\n<p><strong>#3. Asking about a person\u2019s experience as a customer<\/strong><\/p>\n\n\n\n<p>This question takes the opposite approach. Instead of asking about a person\u2019s experience with the company, you evaluate how a person feels about the product after having been using it for a while.&nbsp;<\/p>\n\n\n\n<p>In this instance, the NPS question would go like this:&nbsp;<\/p>\n\n\n\n<p><em>\u201cBased on your experience of using [PRODUCT NAME] for [LENGTH OF TIME], how likely are you to recommend it to a friend or colleague?\u201d&nbsp;<\/em><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"511\" src=\"http:\/\/ec2-34-253-215-75.eu-west-1.compute.amazonaws.com\/wp-content\/uploads\/2020\/11\/5-1024x511.png\" alt=\"An example of a very detailed NPS question to ask. \" class=\"wp-image-1497\" style=\"width:512px;height:256px\" srcset=\"https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/5-1024x511.png 1024w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/5-300x150.png 300w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/5-768x383.png 768w, https:\/\/refiner.io\/blog\/wp-content\/uploads\/2020\/11\/5.png 1090w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n<p>Asking about product usage will help you determine the person\u2019s overall satisfaction and the likelihood of becoming a long-term user.&nbsp;<\/p>\n\n\n\n<p>Why, because, I believe, we can safely assume that only a person who\u2019s received value from using a product and sees it as an integral part of their success would be happy to continue using it.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Part II. Examples of NPS Follow-Up Questions<\/strong><\/h3>\n\n\n\n<p>NPS follow-up question helps you dig deeper and discover the person\u2019s reasons for giving you the score they did.&nbsp;<\/p>\n\n\n\n<p>And as I have said before, it is the question that can make or break your survey.&nbsp;<\/p>\n\n\n\n<p>Why, well, there are two reasons. And they also shed light on how to construct this NPS question to generate the best responses.&nbsp;<\/p>\n\n\n\n<p>The first reason is the free form of this open-ended question. By asking to explain an opinion, you can get the \u201cvoice of the customer\u201d and discover entirely new insights about your business or a product.&nbsp;<\/p>\n\n\n\n<p>The other reason lies in the format of the entire NPS survey. The multiple-choice rating question reveals the situation and might indicate the \u201cwhy\u201d behind those scores. The follow-up question allows you to collect hard data on it. As you\u2019ll shortly see, you can discover what users value the most about your product. Or what they\u2019re missing in it.&nbsp;<\/p>\n\n\n\n<p>With that in mind, here are some examples of great follow-up NPS questions to ask:<\/p>\n\n\n\n<p><strong>#1. <\/strong><strong><em>\u201cWhat is the primary reason for your score?\u201d<\/em><\/strong><\/p>\n\n\n\n<p>This is an ideal question to get a sense of the logic behind a person\u2019s answer. What\u2019s more, because of its generic nature, you\u2019re not putting too much pressure on a person to answer in more specific terms.&nbsp;<\/p>\n\n\n\n<p><strong>#2. <\/strong><strong><em>\u201cWhy would you NOT recommend us?\u201d<\/em><\/strong><\/p>\n\n\n\n<p>I admit that this question might sound cheeky at first. But in truth, asking about the person\u2019s reasons for not wanting to recommend your product can often be the only way to uncover their reasoning.&nbsp;<\/p>\n\n\n\n<p>Plus, the question allows a customer to voice their issues or frustrations with the product\/service. You, on the other hand, can discover areas of your product that may need improvement.&nbsp;<\/p>\n\n\n\n<p><strong>#3. <\/strong><strong><em>\u201cWhat could we have done differently to provide a better experience?\u201d<\/em><\/strong><\/p>\n\n\n\n<p>This is another direct question that can help uncover more insights from an NPS survey. In this case, it can help you demystify areas of your business (or its particular aspects) that have caused issues to a customer.&nbsp;<\/p>\n\n\n\n<p><strong>#4. <\/strong><strong><em>\u201cWhat should we improve?\u201d<\/em><\/strong><\/p>\n\n\n\n<p>Finally, this question is a variation of the example above. This version puts less emphasis on customers\u2019 issues and focuses more on ideas a person might have relating to a particular process that they have found frustrating.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>A Quick Note About Creating NPS Follow-up Questions<\/strong><\/h2>\n\n\n\n<p>Most of the question examples I listed above have something in common. Can you see it?&nbsp;<\/p>\n\n\n\n<p>Well, they focus on getting feedback from customers who have scored your company, product, or service negatively.&nbsp;<\/p>\n\n\n\n<p>In fact, only the first example above relates to customers who have scored you well. The remaining four focus on what you may have done poorly, in the eyes of customers, of course.&nbsp;<\/p>\n\n\n\n<p>The reason for that isn\u2019t because there is no insight to uncover from positive scores. But it\u2019s the negatives (or passives) among your NPS scores that can provide ideas and feedback that could help you improve the product.&nbsp;<\/p>\n\n\n\n<p>Remember, one of the main reasons for running NPS surveys is to evaluate customer satisfaction. And what goes with it is that you want to discover how many users are satisfied with the product and how many might consider leaving you for another provider.&nbsp;<\/p>\n\n\n\n<p>By uncovering reasons for their dissatisfaction, you can take steps to eliminate the problem and retain those customers for longer.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Key Takeaways<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>NPS survey is a question-based technique that consists of two questions. The first one asks a customer to score your product or service on a scale of 0 to 10. The other, the follow-up question, aims to learn more about the reasons for a person\u2019s score.&nbsp;<\/li>\n\n\n\n<li>The rating question revolves around asking for a person\u2019s likelihood of recommending you to others based on their experiences with the company, product, or service. As I\u2019ve shown you in the examples of NPS questions above, you can construct the rating question to help you evaluate every aspect of your business or product.&nbsp;<\/li>\n\n\n\n<li>The follow-up questions dig deeper and aim to uncover why a person has scored you the way they have. The question can also help you identify your business or product areas to improve to retain NPS detractors or passives for longer.&nbsp;<\/li>\n<\/ul>\n\n\n\n<!-- NPS -->\n<script>\nfunction openNPSCheatsheetPopup() {\n  wisepops(\"event\", \"nps-cheatsheet-popup\");\n}\n<\/script>\n<div class=\"reusable-block\">\n<span class=\"reusable-block__heading\">Get the ultimate NPS cheatsheet<\/span>\n<span class=\"reusable-block__text\">We compiled the best NPS information we have from over a dozen articles. Get NPS basics, use cases, best practices, 13 question examples, 17 follow-up email templates in a single document!<\/span>\n<a class=\"reusable-block__link\" href=\"javascript:openNPSCheatsheetPopup();\">\nGet the cheatsheet\n<\/a>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>This is the ultimate list of the best NPS questions that you should be asking. Fact: NPS is an amazing method to assess customer loyalty and satisfaction. Even a simple survey can help you evaluate how well your company is satisfying customers\u2019 needs, and in turn, how likely they are to recommend you to others.&nbsp; [&#8230;]<\/p>\n<p><a class=\"btn btn-secondary understrap-read-more-link\" href=\"https:\/\/refiner.io\/blog\/nps-questions\/\">Read More&#8230;<\/a><\/p>\n","protected":false},"author":1,"featured_media":1520,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"refiner_sidebar_werbeblock":"1516","footnotes":""},"categories":[14],"tags":[],"class_list":["post-1491","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-nps"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>7 Powerful NPS Questions (with Examples)<\/title>\n<meta name=\"description\" content=\"Discover 7 powerful net promoter score (NPS) questions. 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