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The first part of an NPS survey is a single question: How likely are you to recommend us to a friend? Respondants pick a numerical score between 0 and 10. The higher the score, the more likely they are to you recommend you – the lower the score, the less likely.
The second part of an NPS survey is a free response follow-up question. This allows respondants to provide context for their chosen numerical score. This is the true power of NPS – hearing valuable feedback from your customers in their own words.
If you are asking people about a product or service within a professional environment, you can substitute “friend” for “colleague”. In the context of a family, you can use “family member”. You can also combine them (i.e. “friend or family member”).
NPS surveys are most effective when they are sent after your customers have had a complete experience with your product or service – after an order has been delivered, upon checkout of a hotel, or after a subscription period.
The advantage of an NPS survey over a traditional long form survey lies in its brevity. No one likes to fill out long surveys. As a result, NPS surveys see vastly better response rates than tradtional surveys. NPS is one of the most effective customer satisfaction survey questions you can implement.