Net Promoter Score Survey Questions
Net Promoter Score surveys help companies measure customer loyalty and understand how customers feel about their products or services.
Net Promoter Score survey questions
Net Promoter Score surveys help companies measure customer loyalty and understand how customers feel about their products or services.
The standard NPS question was developed by Bain & Company and has become a global benchmark for measuring customer experience.
The standard NPS question
The primary question used in NPS surveys is:
How likely are you to recommend our company to a friend or colleague?
Customers respond on a scale from 0 to 10.
Follow-up NPS questions
Many companies include follow-up questions to better understand customer feedback.
Examples include:
- What is the primary reason for your score?
- What could we improve?
- What do you value most about our product?
Questions for promoters
Promoters can become brand advocates.
Example questions:
- What do you like most about our product?
- Would you recommend us publicly?
Questions for detractors
Detractor feedback helps identify problems.
Example questions:
- What went wrong with your experience?
- How could we improve?
Calculate your NPS score
After collecting responses, you can calculate your score using the Net Promoter Score Calculator.
Related pages on Calculator for NPS
Create your NPS survey in minutes
Want to always know your current and past Net Promoter Score in real time? With SurveyLegend, you can create engaging surveys, distribute them across multiple channels, and analyze results in real time.
Frequently Asked Questions
Should you always ask a follow-up question?
Yes. The score tells you what happened, but the follow-up explains why it happened.
Can you customize the NPS question?
Yes, but keeping close to the standard phrasing makes results easier to compare over time.