Free Net Promoter Survey
50+ Expert Crafted Net Promoter Score Question Examples
Unlock game-changing insights by measuring customer loyalty with a Net Promoter Survey - the gold standard for gauging how likely customers are to recommend your brand and predicting future growth. Our free template is preloaded with expertly crafted Net Promoter Score questions - such as "How likely are you to recommend our product to others on a 0 - 10 scale?" - and if you need more flexibility, customize your own survey using our online form builder.
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Top Secrets to Mastering Your Net Promoter Survey
A Net Promoter Survey survey matters because it reveals how likely are you to recommend your brand to others. It shows drivers of loyalty and highlights areas for improvement. According to Wikipedia, NPS correlates strongly with revenue growth. That clarity can guide strategy and win executive buy-in from day one.
Start by defining clear objectives and asking only the best NPS questions. SurveyMonkey's guide on 10 Tips to Create NPS Surveys recommends keeping the core question concise and aligning follow-ups to your goals. Limit your questions to maintain a high response rate, and choose distribution channels wisely. Before you roll out a poll, pick an audience segment that matches your business goals.
Imagine a SaaS startup that first asked "How likely are you to recommend our service to a friend or colleague?" and followed up with "What do you value most about our app?". This basic structure delivered a 45% response rate and clear feedback loops. Use the standard 0 - 10 scale so you can easily categorize promoters, passives, and detractors. Those simple steps can turn raw data into a roadmap for product improvements.
Choosing the right sample size and channel is key. For statistically significant results, aim for at least a 95% confidence level with a 5% margin of error - tools in the CustomerGauge guide can help estimate your audience. Whether you send the survey via email, in-app, or SMS, keep your brand voice consistent. A familiar context boosts open rates and trust.
Ready to design your own? Check out our Net Promoter Score Survey template for pre-built questions that work. You'll save time on question wording and scoring, and focus on what matters most: delighting your customers.
5 Must-Know Tips to Dodge Net Promoter Survey Slip-ups
Common mistakes start with ignoring the "how likely are you to recommend scale" mindset. If you skip labeling your 0 - 10 scale properly, respondents get confused and answer patterns distort. According to Qualtrics, consistency in scale labeling boosts data accuracy by up to 20%. Ambiguity around the midpoint can misclassify passives as promoters. Always pair numeric points with clear anchors to keep your scoring reliable.
Another trap is piling on too many questions or using vague phrasing. A bloated survey frustrates customers and tanks your response rate. CustomerGauge shows that sticking to 2 - 6 questions keeps engagement above 50%. Try "Would you recommend our product to others?" and follow with "What could we do to improve your experience?" to diagnose pain points without fatigue. Thoughtful sequencing gives you richer qualitative insights.
Failing to segment your audience is also a classic pitfall. Treating passives and detractors as one group masks critical feedback trends. Break your list into loyal customers, occasional users, and churn risks to tailor follow-up actions. For more advanced question flows, explore our NPS Survey resources. Proper segmentation and question order sharpen your path to loyalty growth.
Consider a retail brand that sent a generic survey and never followed up with detractors. They saw a 10% negative spike in churn within a quarter. By building a simple automated email triggered for scores below 7, they turned feedback into service fixes. That quick pivot improved their NPS by 15 points in six months. Continuous monitoring and timely action keep your survey from gathering dust.
Skipping open-ended follow-ups is like leaving gold on the table. Without comments like "What's the one thing we could change?" you lose contextual nuances. Encourage honest feedback with simple prompts and a friendly tone. Use "What's the primary reason for your score?" to trigger honest answers and actionable insights. Those verbatim responses often point directly to product tweaks or service updates.
Core Net Promoter Score Questions
Our primary Net Promoter Score questions aim to quantify customer advocacy and overall satisfaction. By focusing on straightforward rating prompts, you'll quickly identify promoters, passives, and detractors in your audience, guiding actionable growth strategies. For more comprehensive measuring frameworks, see our Net Promoter Score Survey .
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How likely are you to recommend our product to a friend or colleague?
This question is the standard NPS prompt that categorizes respondents into promoters, passives, and detractors for benchmarking.
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On a scale of 0 (not at all likely) to 10 (extremely likely), how would you rate your likelihood of recommending us?
Specifying the 0 - 10 scale ensures consistency with industry benchmarks and helps compare results over time.
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What is the primary reason for your score?
Asking for the main reason behind a rating uncovers key motivators and pain points affecting loyalty.
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Which aspect of our service influenced your recommendation most?
This question isolates the service element with highest impact, guiding targeted improvements.
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How long have you been using our product?
Duration of use helps segment scores by experience level, revealing trends among new vs. long-term customers.
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How frequently do you use our product or service?
Usage frequency correlates with satisfaction levels, offering insight into engagement patterns.
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Which single feature do you value the most?
Highlighting the most valued feature helps prioritize resources and product roadmaps.
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How well do our offerings meet your expectations?
Evaluating expectation alignment sheds light on gaps between promise and delivery.
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Would you consider renewing or repurchasing in the future?
This forward-looking question signals retention probability and potential churn.
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Would you recommend any of our other products or services?
Assessing cross-sell potential reveals the strength of your brand's portfolio in customers' minds.
Likelihood-To-Recommend Questions
These questions explore various phrasings around recommendation likelihood to maximize clarity and response rate. Tailoring prompts to different contexts ensures participants fully understand the ask and provide meaningful ratings. You can refine your approach with insights from our NPS Survey .
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How likely would you recommend our service to a colleague on a 0 - 10 scale?
Using the standard numeric scale clarifies expectations and aligns with NPS methodology.
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On a scale from 0 to 5, how likely are you to endorse our brand to a friend?
Alternative scales can reduce response fatigue while still capturing relative sentiment.
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How likely are you to recommend this product to someone in your network?
Specifying "network" broadens the context beyond friends or family for a wider perspective.
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What is the likelihood you would suggest us to a professional peer?
This phrasing targets B2B settings, capturing professional advocacy levels.
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How inclined are you to promote our services within your industry?
Industry-focused language makes the question more relevant for sector-specific audiences.
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How likely are you to refer us to a friend or family member?
Directly mentioning both friend and family covers broader social circles.
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On a scale of 1 (very unlikely) to 7 (very likely), how likely are you to recommend us?
Using a different point range can appeal to respondents preferring fewer options.
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If asked, how likely would you speak positively about our brand?
This approach taps into word-of-mouth behaviors rather than direct referral intent.
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How likely are you to share your experience with our company on social media?
Linking recommendations to social channels gauges online advocacy potential.
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How likely are you to suggest our solution to others facing similar challenges?
Contextualizing the recommendation captures peer-to-peer relevance in problem-solving.
Follow-Up Feedback Questions
Follow-up feedback questions dig deeper into the reasons behind customer ratings, uncovering actionable insights. By probing motivations and barriers, you can craft targeted strategies to enhance satisfaction. Integrate responses into your Customer Feedback Survey for a holistic view.
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Please explain the main reason for your recommendation score.
This open-ended prompt captures qualitative insights that numeric scores alone can't provide.
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What did you like most about your experience?
Highlighting positive aspects helps you understand and reinforce successful practices.
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What could we do to improve your rating by one point?
Focusing on incremental improvements reveals small changes with major impact.
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Which feature or service element disappointed you most?
Identifying pain points directs resources toward the highest-leverage fixes.
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Can you describe any obstacles you've faced when using our product?
Understanding user challenges aids in streamlining the customer journey.
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What would encourage you to increase your recommendation score?
This question identifies quick wins to convert passives into promoters.
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Were there any surprises (positive or negative) during your experience?
Capturing unexpected moments informs both delight strategies and risk mitigation.
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How clear and helpful was our support when you needed assistance?
Evaluating support effectiveness ties service quality directly to loyalty.
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Did you encounter any difficulties during onboarding?
Onboarding issues often lead to early detractors; pinpointing them reduces churn.
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Would you like to share additional comments or suggestions?
Offering an open field encourages customers to voice nuanced feedback beyond structured questions.
Product Improvement Insight Questions
Product improvement questions gather targeted suggestions to refine offerings and drive innovation. By asking customers for feature requests and enhancement ideas, you'll build a roadmap rooted in user needs. Combine these insights with our Customer Experience Survey to deepen your analysis.
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What new feature would you like to see in future updates?
Directly soliciting feature ideas informs your product roadmap with real customer demand.
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How could we make our user interface more intuitive?
Improving usability reduces frustration and boosts overall satisfaction.
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What functionality do you feel is missing?
Identifying gaps ensures you address unmet needs before competitors do.
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Which existing feature would you enhance first?
Prioritizing enhancements based on user preference maximizes development ROI.
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How important is mobile access or support to you?
Assessing mobile priorities helps allocate resources for platform optimization.
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What onboarding resources would make your first experience smoother?
Better onboarding reduces time-to-value and strengthens early engagement.
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How should we improve our performance or speed?
Performance issues can severely impact satisfaction; direct feedback pinpoints problem areas.
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What pricing options would better fit your budget?
Understanding pricing preferences helps optimize tier structures and increase conversions.
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How can our updates and communications be more transparent?
Transparency builds trust; this question surfaces communication gaps behind the scenes.
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What integrations or partnerships would improve your workflow?
Integrations enhance product value by fitting into existing user ecosystems.
Retention and Loyalty Questions
Retention and loyalty questions measure long-term commitment and the likelihood of repeat business. By understanding factors that drive ongoing usage, you can reduce churn and cultivate brand advocates. Leverage these in your next Retention Survey to strengthen customer relationships.
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How likely are you to renew your subscription or contract with us?
Direct renewal intent signals retention risk and potential revenue continuity.
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Would you consider switching to a competitor? Why or why not?
Understanding competitor appeal highlights areas where you may be falling short.
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How satisfied are you with the value provided relative to cost?
Perceived value directly influences loyalty and willingness to continue paying.
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Have you ever considered leaving us for a different solution?
Prior consideration of alternatives flags potential churn drivers.
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What could we do to ensure you stay with us for the long term?
Asking for retention suggestions produces actionable retention tactics.
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How confident are you in our ability to serve your needs next year?
Future-oriented confidence measures long-term trust and stability perceptions.
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Do you follow or recommend us on social channels?
Advocacy behaviors on social media correlate with deeper loyalty.
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How likely are you to upgrade to a higher-tier plan?
Upgrade intent reflects satisfaction and willingness to invest more in your offerings.
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What keeps you coming back to our product or service?
Identifying core value drivers helps focus retention strategies on impactful areas.
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Would you repurchase from us if you had to start over?
This hypothetical scenario gauges true brand loyalty under different conditions.
