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55+ Essential Questions for Your NPS Survey and Why They Matter

Elevate Your Customer Experience with These Key NPS Survey Questions

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Unlocking the Power of NPS Survey Questions: What to Ask and What to Expect

Net Promoter Score (NPS) surveys have been hailed as a game-changer in the business world due to their simplicity and effectiveness in gauging customer loyalty and satisfaction. They consist of one simple question: "How likely are you to recommend our company/product/service to a friend or colleague?" According to a study published in the Journal of Marketing, companies that use NPS surveys tend to reap 50% higher profits compared to those who don't.

The beauty of the NPS survey is its flexibility. Beyond the primary question, you can tailor follow-up questions to gather more detailed insights. For instance, you can ask, "What is the primary reason for your score?" or "What can we do to improve?" These open-ended queries allow customers to provide rich, detailed feedback that can lead to more precise action plans. A study indicates that businesses using these additional questions have seen a 34% increase in customer retention rates.

However, it's essential to ensure your NPS survey questions are clear, concise, and friendly. Avoid industry jargon and aim for a conversational tone. The more comfortable your customers feel, the more likely they are to engage. The National Center for Biotechnology Information found that concise and straightforward NPS surveys have a response rate of 40-50%.

Illustration demonstrating the use and potential outcomes of NPS Survey survey questions.
Illustration depicting mastering NPS Survey survey questions to resonate with your audience.

Mastering NPS Surveys: Topics that Resonate with Your Audience

When it comes to NPS surveys, the right topics can make all the difference. The questions you pose should align with your customer's experiences and touch on aspects that matter to them. For instance, if you're a software company, you might ask about the user interface, customer support, or the overall user experience.

A study revealed that businesses that tailor their NPS surveys to their customer's specific experiences and concerns have seen a notable increase in response rates. More importantly, they've been able to identify pain points that weren't previously clear, leading to product improvements and increased customer satisfaction.

Your NPS survey should not only seek to identify promoters but also passives and detractors. Asking the right questions can help you understand why some customers aren't promoting your brand and what you can do to turn them into promoters. According to the HotInk report, companies that actively sought feedback from passives and detractors saw a 20% increase in their NPS scores within a year.

In conclusion, NPS surveys are an invaluable tool for gathering customer feedback and improving your business. By asking the right questions and focusing on the right topics, you can gain insightful data, improve customer satisfaction, and ultimately, drive your business's success.

NPS Survey Questions

Customer Satisfaction Questions

This category focuses on gauging the level of satisfaction that customers have with your product or service. The outcomes will help you understand how well your offering is meeting customer needs and expectations.

  1. On a scale of 0-10, how satisfied are you with our product/service?

    This question directly measures the satisfaction level of your customers and is the core of the NPS survey.

  2. What aspect of our product/service do you like the most?

    Understanding what customers appreciate about your offering can help you focus on maintaining and improving those elements.

  3. What could we improve about our product/service?

    This question helps identify any areas of your product or service that may not be meeting customer expectations.

  4. Do you feel our product/service provides value for your money?

    This question assesses the perceived value of your offering, which is a major factor in customer satisfaction.

  5. How well do our customer service representatives handle your inquiries or complaints?

    Customer service is a crucial part of the customer experience and can greatly influence satisfaction levels.

  6. How easy is it to use our product/service?

    User-friendliness can significantly impact customer satisfaction, especially for more complex products or services.

  7. How likely are you to purchase from us again?

    This question gauges customer loyalty, which is closely related to satisfaction.

  8. How likely are you to recommend our product/service to a friend or colleague?

    Referrals are a strong indicator of customer satisfaction and can provide valuable word-of-mouth marketing.

  9. Have you had any problems with our product/service?

    Identifying any common issues can help you improve your product or service and increase customer satisfaction.

  10. How well do we meet your expectations compared to our competitors?

    This question helps you understand how you stack up against your competition in the eyes of your customers.

Brand Perception Questions

This category is geared towards understanding how customers perceive your brand. The insights gained can be used to refine your brand strategy and messaging.

  1. What is the first thing that comes to mind when you think of our brand?

    This question provides insight into top-of-mind brand associations, which can indicate the effectiveness of your branding efforts.

  2. How would you describe our brand to someone who has never heard of us?

    This question can help you understand how your brand is perceived in the marketplace.

  3. What made you choose our brand over our competitors?

    Understanding why customers choose your brand can help you leverage those factors in your marketing strategy.

  4. How well do you think our brand represents what we stand for?

    This question assesses the alignment between your brand messaging and customer perception.

  5. What values do you associate with our brand?

    Understanding the values that customers associate with your brand can inform your branding and marketing strategies.

  6. How do you perceive the quality of our brand compared to our competitors?

    This question allows you to gauge where you stand in terms of perceived quality in the marketplace.

  7. How unique do you find our brand?

    Uniqueness is a key differentiator that can set your brand apart from competitors.

  8. How trustworthy do you find our brand?

    Trust plays a significant role in customer loyalty and can influence purchasing decisions.

  9. How well do you think our brand understands your needs?

    This question assesses whether customers feel your brand is customer-centric and responsive to their needs.

  10. Would you be proud to be associated with our brand?

    Brand pride can significantly boost customer loyalty and advocacy.

Product Usability Questions

This category aims to understand how customers interact with your product and any difficulties they may encounter. The feedback can be used to improve product design and user experience.

  1. How easy is it to use our product?

    User-friendliness is a key factor in customer satisfaction, especially for more complex products.

  2. How well does our product meet your needs?

    This question helps assess the relevance of your product to customer needs, which can inform product development.

  3. Have you encountered any difficulties while using our product?

    Identifying common difficulties can help you improve product usability and customer satisfaction.

  4. How would you improve our product?

    Customer suggestions can provide valuable insights for product development.

  5. Does our product perform consistently?

    A product's reliability can significantly impact customer satisfaction and loyalty.

  6. How would you rate the quality of our product?

    This question measures perceived product quality, which can influence customer satisfaction and purchasing decisions.

  7. How does our product compare to competitors' products that you have used?

    Understanding how your product stacks up against competitors can help you identify areas for improvement.

  8. Are there any features you wish our product had?

    This question can help you identify potential new features that could enhance product appeal.

  9. How well does our product integrate with other products/tools you use?

    If your product is part of a broader ecosystem, its compatibility with other products can be a key factor in its usability.

  10. How likely are you to continue using our product?

    This question measures customer loyalty and can indicate satisfaction with the product's usability.

Customer Support Questions

This category is designed to assess the quality and effectiveness of your customer support. The feedback can be used to improve your support services and enhance customer satisfaction and loyalty.

  1. How would you rate the quality of our customer support?

    This question measures the perceived quality of your customer support, which can significantly impact customer satisfaction.

  2. How quickly does our customer support team respond to your inquiries?

    Response time is a key factor in customer support satisfaction. This question can help you identify any issues with response time.

  3. How often do you require support when using our product/service?

    This question can help identify if there are common issues that need to be addressed in your product or service to reduce the need for support.

  4. How well do our support agents understand your inquiries?

    This question assesses the communication skills of your support team, which can greatly impact customer satisfaction.

  5. How effective is our customer support in resolving your issues?

    The effectiveness of your customer support in resolving issues can significantly influence customer satisfaction and loyalty.

  6. How likely are you to recommend our customer support to a friend or colleague?

    Referrals are a strong indicator of customer satisfaction with your support services.

  7. How would you improve our customer support?

    Customer suggestions can provide valuable insights for improving your support services.

  8. Do you feel valued as a customer when interacting with our support team?

    Feeling valued can significantly boost customer satisfaction and loyalty.

  9. How well does our support team follow up on your inquiries or complaints?

    Follow-up is a crucial part of customer support that can influence customer satisfaction.

  10. How convenient is it to contact our customer support?

    The ease of contacting your support team can significantly impact customer satisfaction.

Customer Loyalty Questions

This category aims to measure customer loyalty, which is a key indicator of customer satisfaction and the success of your business. The feedback can be used to improve your products, services, and customer relationships to increase loyalty.

  1. How likely are you to continue doing business with us?

    This question measures customer loyalty and can provide an indication of future business.

  2. How likely are you to recommend our business to a friend or colleague?

    This question is the standard Net Promoter Score question and directly measures customer loyalty.

  3. How often do you purchase from us?

    Frequency of purchase can be a strong indicator of customer loyalty.

  4. Have you done business with our competitors in the past?

    This question can help you understand how loyal your customers are and whether they have switched from competitors to your business.

  5. What could we do to make you more likely to continue doing business with us?

    This question can provide valuable insights into how to improve customer loyalty.

  6. How well do we meet your needs compared to our competitors?

    This question helps you understand how you stack up against your competitors in terms of meeting customer needs, which can influence loyalty.

  7. What do you value most about our business?

    Understanding what customers value can help you focus on those aspects to increase loyalty.

  8. What would make you stop doing business with us?

    This question can help identify potential risks to customer loyalty.

  9. If you could change one thing about our business, what would it be?

    This question can provide valuable insights for improving your business and increasing customer loyalty.

  10. How valued do you feel as a customer?

    Feeling valued can significantly boost customer loyalty.

What is NPS Survey?

NPS Survey, or Net Promoter Score Survey, is a measurement tool used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to correlate with revenue growth.

How is NPS score calculated?

NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. The score can range from -100 (if every customer is a Detractor) to 100 (if every customer is a Promoter).

What is considered a good NPS score?

An NPS score above 0 is considered good, above 50 is excellent, and above 70 is world-class.

How often should I conduct an NPS survey?

The frequency of conducting an NPS survey depends on your business and customer interaction frequency. However, a quarterly or semi-annual survey is usually recommended.

Who should be surveyed for NPS?

Every customer should be surveyed for NPS. This includes new and returning customers, as well as those who have stopped doing business with you.

What is the best way to increase my NPS score?

To increase your NPS score, focus on improving customer experience, addressing customer issues promptly, and consistently delivering quality products or services.

How can NPS survey results be used to improve my business?

NPS survey results can be used to identify areas of your business that need improvement, understand customer needs and expectations, and prioritize actions that will have the biggest impact on customer loyalty.