How To Create a Net Promoter Score (NPS) Survey
The Net Promoter Score (NPS) is a powerful metric for gauging customer loyalty and satisfaction that can be gained via customer feedback and specific customer surveys. But how do you create a Net Promoter Score survey that provides valuable insights into the customer experience? boostCX is a leader in customer experience management. We understand the importance of effective NPS surveys and we provide the tools and expertise you need to collect and analyze this valuable customer feedback.
What Questions Should You Ask on an NPS Survey?
An NPS survey typically consists of two core questions — an initial rating question and an open-ended follow-up question that illustrates why the initial ranking was given. These questions follow a general format that can be customized to provide the customer feedback that best fits your specific business model. NPS surveys are short and easy to complete — leading to higher response rates than other customer surveys.
The Rating Question is the heart of the NPS survey. It asks customers to rate their likelihood of recommending your company, product, or service to a friend or colleague on a scale of 0 to 10. The rating provided by the customer serves as the basis for calculating your NPS and allows companies to separate customers into categories — Promoters (9 and 10), Passives (7 and 8), and Detractors (0 to 6).
The Open-Ended Question is an follow-up question that delves deeper and asks customers to explain the reason behind their rating. This qualitative feedback provides valuable insights into customer sentiment and identifies areas for improvement. Key words, phrases, and trends can be found with this question that provide actionable insights for companies that hope to improve the customer experience.
NPS Rating Question Examples
Are you looking for the best way to create your own NPS survey? We have got you covered with a few examples of rating questions that you can use to create an effective survey that will garner the feedback you need. Ratings questions can be customized by asking about a company, product, service, or customer experience and including a target audience within the question.
- How likely are you to recommend our company to a friend or colleague?
- How likely are you to recommend our product to a friend or colleague?
- How likely are you to recommend our services to a friend or colleague?
- After the latest update to our service, how likely are you to recommend our company to a friend or colleague?
- How likely are you to recommend our products to someone who shares the same hobbies and interests as you?
NPS Open-Ended Question Examples
Open-ended NPS survey questions can provide an incredible amount of insight into the customer experience and can range from very general questions to questions that target a specific product, service, or experience. Customers presented with an NPS survey are more likely to respond to questions that are related to the initial rating question.
- What is the main reason for your score?
- How can we improve your experience?
- What disappointed you about our product or service?
- What product or service that we provide do you like best?
- What is the one thing we should change about our product or service?
- What is the biggest benefit you get from using our product or service?
- What made you choose our product or service instead of a competitor?
- How does our product or service fit your needs?
- How satisfied are you with our customer service?
- What could we change to improve your experience with our company?
READ MORE: How To Improve Your NPS Score
Creating an effective NPS survey requires thoughtful question selection and careful analysis of the feedback received. By learning how to create a well-structured NPS survey, you can gain valuable insights into your customer base, identify customer pain points, and ultimately improve the overall customer experience.
boostCX is here to help you create and manage your NPS surveys, analyze the data, and take action on the customer feedback gathered. Our customer experience management platform empowers businesses to track customer satisfaction trends, benchmark against competitors, and be more proactive in improving the customer experience.
Contact boostCX today to learn how we can help revolutionize your customer experience management and fuel business growth!