What is an NPS survey?

The first step in calculating your Net Promoter Score, is to have your customers answer a simple two-part survey – a rating question, and a free response follow-up.

Part one

The rating question

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.

Part two

The follow-up

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.

NPS question variations

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”).

When to send your NPS survey

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.

NPS vs. traditional surveys

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.

Learn more about NPS

To learn more about the Net Promoter Score methodolgy and how it is different from other customer service survey questions, check out our NPS guide. If you’ve sent out a survey already you can use our NPS calculator to calculate your Net Promoter Score.

Interested in getting started with NPS surveys?

Sign up for Delighted – the easiest way to track customer satisfaction with NPS.