.svg){kind=small}
9 Perfect Net Promoter Score (NPS) Survey Questions
Published on:
September 20, 2024
Updated on:
December 4, 2024
Share
.svg){kind=small}
.svg){kind=small}
.svg){kind=small}
.svg){kind=small}
.svg){kind=small}
.svg){kind=small}
Remember last time when we dove into what Net Promoter Score (NPS) is and how you can calculate it? Well, let’s take that knowledge up a notch.
You know NPS is a powerful loyalty metric for measuring customer loyalty and satisfaction, and yes, it even works with employees through something called eNPS. But how do you ask the right questions to really tap into that customer feedback goldmine?
Today, we’re diving straight into the heart of Net Promoter Score (NPS) survey questions, what questions you should be asking and why they matter for your organization, and some examples to guide you.
Plus, as a bonus, you’ll get an NPS Calculation Excel sheet and learn how to conduct NPS surveys using Microsoft Teams and Outlook!
A Net Promoter Score survey focuses on a single question that’s your secret weapon for understanding customer loyalty and satisfaction.
At its core, Net Promoter Score survey question is: “How likely are you to recommend…?” This question can relate to your product, service, business, or organization.
With a simple 0-10 scale, the respondents are divided into:
Knowing where your respondents fall on this spectrum, you can take action to build customer loyalty and drive better experiences.
Ready to craft your Net Promoter Score (NPS) survey questions? Here are some good NPS question examples to help you get the most out of your feedback:
This is the bread and butter of Net Promoter Score questions. It gives you a big-picture view of how your organization is perceived.
“On a scale of 0 to 10, how likely are you to recommend our organization to a friend or colleague?”
If you want to measure long-term loyalty, this question goes beyond a single interaction and looks at the entire customer experience.
“Based on your overall experience, how likely are you to recommend our company to others?”
Ideal for gathering feedback on specific products, this NPS question helps you understand product performance and customers’ satisfaction level.
“How likely are you to recommend this product to a friend or colleague?”
Customer service can make or break loyalty and directly affect your customer retention. This question zeroes in on how well your support team is performing.
“How likely are you to recommend our customer service to others?“
This type of Net Promoter Score survey question assesses the usability and users’ experience with your website.
“How likely are you to recommend our website based on your recent experience?”
Perfect for events, this NPS question helps measure attendee satisfaction and the success of your event.
“How likely are you to recommend this event to a friend or colleague?”
Get a glimpse into the future of your customer relationships with this one.
“How likely are you to continue using our brand in the future?”
Tailor your NPS questions to different audience segments for more targeted customer feedback.
“How likely are you to recommend this course/program to a fellow student”
“How likely are you to recommend our organization as a great place to work?”
“How likely are you to recommend our business to someone facing similar industry challenges?”
Focusing on specific interactions to gather insights into individual experiences helps with process improvement.
“After your recent experience with our sales team, how likely are you to recommend us to others?”
Categories can expand and questions can adapt to your needs, but we hope you find these NPS questions useful to create your own survey design!
Do not skip conducting Net Promoter Score surveys for your employees! Employees play a critical role at organizational success and having a high eNPS score sets you apart from your competitors.
eNPS tells you all about how loyal your employees are to your organization and is a great tool to measure employee satisfaction. The score shows employee loyalty and employee satisfaction and how happy and motivated your employees are to be part of contributing to overall organizational success.
Regularly conducting and reviewing eNPS surveys helps you perfect your engagement action plan within your organization to reduce employee turnover rate and increase employee retention.
The best way to be consistent with eNPS is by conducting it via a capable employee engagement survey software like Teamflect!
Teamflect seamlessly integrates with Microsoft Teams and Outlook, allowing organizations to conduct eNPS and conduct surveys to gather employee feedback within their main communication channels.
In addition to Teamflect’s integration capabilities, its user-friendly interface make it super easy to use for both employees and employers.
This is how you create an eNPS survey with Teamflect in three steps:
Once you send it out, your team will receive the survey as adaptive cards in their Teams chat. Just to say, you can send reminders or even automate your surveys.
When your survey wraps up, Teamflect calculates your eNPS score. Plus, with Teamflect’s AI feature you can generate a comprehensive survey report and compare it to previous surveys.
Good news! You can use Teamflect with full functionality for up to 10 users, completely free and with no time limits.
or
Hit the button below to see Teamflect in action with our experienced team!
The purpose of an NPS survey is to get to the heart of customer loyalty. With Net Promoter Score (NPS) survey questions, you can identify who loves your brand, who’s sitting on the fence, and who might be ready to jump ship.
This insight helps you fine-tune your strategies, address concerns, and turn feedback collection into action. In short, it’s your roadmap to better customer satisfaction and business success.
Here’s a breakdown of how NPS can work for you:
Identifies Your Advocates
Net Promoter Score surveys bring you together with your enthusiastic supporters, those who are eager to spread the word about your brand.
It’s great to have promoters, and nurturing a relationship with them helps you leverage their loyalty to build even stronger connections.
Spots the Ambivalent
Remember the passives? They are the ones who are neither thrilled nor dissatisfied. Understanding this group can help you figure out what might turn their neutrality into enthusiasm. With careful handling you could turn them into Promoters.
Addresses the Concerns
Detractors are those who may be dissatisfied and are likely to share their negative experiences. It is important to not to be intimidated by this group, yet you have the chance to uncover the root causes of their dissatisfaction.
Get to know your Detractors, address their concerns and work your strategy towards preventing negative feedback from spreading.
Drives Improvement
With a clear view of where your customers stand, you can focus on what matters most. Use the feedback from your NPS survey to fine-tune your strategies and make necessary changes. The ultimate goal is to increase satisfaction and ensure that more customers turn into loyal advocates.
Contributes to Organizational Success
NPS survey is a highly preferred strategic tool for growth by many industry leading companies and in the end, a well-executed NPS survey offers more than just insights into your current customer base.
Steve Denning’s article at Forbes, Another Myth Bites The Dust: How Apple Listens To Its Customers shows how well Apple used NPS analysis to grow their business in 2000s.
We’ve covered Net Promoter Score (NPS) questions, and now let’s take a quick look at how to conduct an NPS survey.
Target Your Audience: Start with defining who you want to reach with your survey whether it’s your entire customer base, recent buyers, or employees. Being careful with your target audience shapes the relevance of the feedback you get.
Choose Your NPS Questions: Define what you want to assess and choose your core NPS question and you can even consider adding a follow-up to explore specific areas in more detail.
NPS holds the power of a single question and for that be careful with your question and try to be concise as possible to avoid confusion.
Send Out the Survey: Reach your audience through your preferred medium. It can be via email or your website, whatever works best for your context. The right channel will help you connect effectively with your audience.
Calculate and Analyze the Results: Calculate your NPS score by subtracting the percentage of Detractors from the percentage of Promoters. Define NPS metrics, and set external and internal NPS benchmarking.
You can use our template for calculation!
An all-in-one performance management tool for Microsoft Teams
.svg)
.svg)
