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Sixty-seven percent of companies depend on Net Promoter Score surveys to help them understand the extent to which they meet the needs of their customers. To effectively track this score over time, organizations need to put together and administer a smart NPS survey. 

But what kind of questions can you ask in your survey apart from the generic rating scale question everyone else is familiar with? This article outlines 25 great NPS survey questions to help you gather feedback from your customers.

What Makes an NPS Survey Great?

  • Asking Good Survey Questions

To get valuable and accurate data from your NPS survey, you need to ask the right survey questions. A good survey question allows survey participants to provide clear and unbiased answers. Examples of good survey questions include dichotomous questions, rating questions, and multi-choice questions

  • Good Survey Structure

Another thing to note here is the overall presentation of your NPS survey. For one, you should not squeeze in too many questions on a single page for your survey. Use the correct form field for each question—for instance, you should not use a long-text field for a close-ended question. Formplus has different form fields to help you collect data in various formats.

Best Types of Questions to Ask in NPS Survey

Open-Ended Questions 

An open-ended question requires the respondent to give a descriptive or expressive answer that goes more than a simple yes or no. The respondent can clearly articulate their thoughts on a specific point with open-ended questions instead of giving template or bland answers. 

In NPS surveys, open-ended questions allow respondents to provide better contexts to their ratings. After asking respondents to choose an option on the rating scale to show how likely they are to recommend your product to others, you can ask a simple open-ended question to justify their responses. 

Advantages of Open-ended Questions 
  1. Open-ended questions help you to gain new insights into a customer's responses. Here, customers can fully articulate their ideas instead of opting for a simple yes or no answer. 
  2. Open-ended questions allow organizations to gather qualitative feedback from survey participants. 
Disadvantages of Open-ended Questions
  1. Customers take more time to respond to open-ended questions. 
  2. It is challenging to analyze responses to open-ended questions. 
Examples of Open-Ended Questions
  1. How does our product fit into your daily life?
  2. What specific challenges does this product solve for you? 

"nps-open-ended-survey-questions"

Rating Questions

Rating questions are the most common types of questions you'd find in NPS surveys. These questions require customers to choose a number on the scale to represent their perception of a specific subject matter. 

The common NPS survey question: How likely are you to recommend our business to your friends?" is an excellent example of a rating scale question. In NPS surveys, the numerical scale runs from 0–10, but there are other rating scales like 7-point and 5-point scales. 

Advantages of Rating Questions
  1. Rating questions are easy to understand and respond to. 
  2. You can use rating scales to collect qualitative and quantitative data from survey participants. 
Disadvantages of Rating Questions
  1. Survey response bias affects the quality of data you get from rating questions. 
  2. Rating questions can be affected by the halo error. 
Examples of Rating Questions 

1. How would you rate your experience with our product?

2. How likely are you to recommend our business to others?

  • Very likely
  • Somewhat likely
  • Neither likely nor unlikely
  • Unlikely
  • Very Unlikely

"nps-customer-rating-questions"

Close-Ended Questions

A close-ended question allows participants to choose from a set of predetermined responses to show what they think about a particular situation. Close-ended questions can be dichotomous, that is, providing two extremely opposite options, or they can come in the form of checklists or multi-choice questions. 

Close-ended questions are best for collecting quantitative data from respondents. You should ask close-ended questions when you want answers that can be plotted on a graph and used to show trends and percentages. Rating scale questions fall into the close-ended question category. 

Advantages of Close-ended Questions 
  1. Close-ended questions streamline responses to help you avoid irrelevant answers in your survey. 
  2. These types of questions provide measurable data for research. 
Disadvantages of Close-ended Questions
  1. It restricts survey participants to predetermined responses. 
  2. Sometimes, the options in close-ended questions do not match the perceptions of the participants. 
Examples of Close-Ended Questions

1. Do you enjoy using our product?

  • Yes
  • No

2. How many times did you speak with our support team to resolve the issue?

  • Once
  • Twice
  • Thrice
  • Multiple Times

"nps-close-ended-survey-questions"

25 NPS Survey Questionnaire Examples

NPS Survey Questions For Customers 

1. On a scale of 1–10, how likely are you to recommend us to your friends? 

2. Considering your experience with us, how likely are you to tell others about us? 

3. What did you like about our service delivery? 

4. What did you dislike about our product? 

"nps-customer-survey"

5. Which of these categories can we improve on to serve you better? 

  • Product
  • Customer support response time
  • Complaint resolution
  • Product delivery 

6. What can we do to impress you? 

7. How did we fare in the following categories? 

  • Product
  • Support response time
  • Product delivery
  • Complaint resolution

8. How would you describe your shopping experience with our platform?

9. Now that you have received our product, how likely are you to recommend our business to others? 

"nps-customer-survey-question"

NPS Survey Questions for Employees

1. How would you describe your work experience with our company so far? 

2. How would you rate your work experience with our organization?

  • Excellent
  • Average
  • Poor 

3. What do you like about working with us? 

4. What do you dislike about working with our company? 

5. On a scale of 1-10, how likely are you to recommend our company to other people? 

6. What was missing or disappointing in your work experience with us?

7. How can we improve your experience with our company? 

8. What is the one thing we could do to make you a happier employee?

"nps-employee-survey-question"

NPS Survey Questions for Product 

1. Why did you choose our product over others? 

2. What specific challenges have you faced with our product? 

3. To what extent do you enjoy using our product? 

4. How does our product meet your needs? 

"nps-product-survey-questions"

5. What do you like most about our product? 

6. How likely are you to recommend this product to other people?

7. Do you enjoy using our product? 

8. What's the one thing we can do to make this product better for you? 

"nps-survey-product-questions"

Why Use Formplus for NPS Surveys 

With Formplus, you can create smart NPS surveys to help you understand the level of trust customers have in your business. Formplus has numerous features for accessible survey data collection and analysis. Here, we will look at some reasons you should use Formplus for NPS surveys. 

1. Multiple Form Fields

Formplus allows you to collect data in multiple formats using more than 30 different form fields in the builder. You can add rating scales, choice options, and even image choice questions to collect responses in your NPS survey however you prefer. 

You can use long-text fields for open-ended questions when you want to gather qualitative data from respondents. For quantitative responses, you can collect answers using different fields for close-ended questions like the rating and matrix scales, the number field, and radio options.

 2. Offline Surveys 

Sometimes, survey respondents may have poor or no access to the internet due to remote locations. When this happens, you can use Formplus surveys in offline mode to collect responses. The data provided in offline mode is automatically updated on our servers once the internet connection is restored. 

3. Email Invitation  

Do you want to collect survey responses from a specific group of people? You can send out peculiar links to the NPS survey via email invitations.

"formplus-email-invitation"

This feature also allows you to track form submissions and prevent multiple entries in your form.

4. Form Analytics

In our form analytics dashboard, you can see important NPS survey data, including the total number of form respondents, the geographical location of the form respondents, and the distribution of form responses, the total number of survey participants who chose a particular option. You can also generate custom visual reports from responses. 

5. Mobile Forms 

Formplus enables you to create mobile-friendly forms that can be filled on the move from the comfort of your smartphone. Our forms have a user-responsive interface that easily adapts to any device so that your employees do not need to pinch or zoom in on your form before filling it. 

6. Form Customization

Use the multiple form customization features to create beautiful and unique NPS surveys for data collection.

"formplus-survey-customization"

You can add preferred background images to your survey, change the form font, and also add your organization's logo to the form, among other things.  

7. Data Auto-sync

With Formplus, you can instantly sync your form responses with Google sheets. Google sheets integration allows you to automatically update new form submissions in your spreadsheet without importing or exporting form data. 

This makes it possible for you to share form data with your team members and stakeholders while keeping them up-to-date on your data collection process. In Google sheets, you can add important collaborators to documents and edit form data quickly.

8. Conditional Logic 

Formplus allows you to improve on the quality of responses provided in your NPS survey through conditional logic. Conditional logic hides or shows form fields based on the answers already inputted by a form respondent, resulting in a more thoughtful and more concise product survey form. 

Let's say a survey respondent opts for "1" on the NPS survey scale, and another participant goes for "9". These 2 participants belong to different categories; that is, promoter and detractor. Based on their rating choices, the conditional logic feature will pull up other succeeding questions for them. 

Conclusion 

The best time to send out an NPS survey is after your customer has some sort of interaction with your brand—whether by purchasing a product, signing up for a trial of your product, or speaking with your support team. This way, you can gather feedback on their experience while it's still fresh in their minds. 

In this article, we've shown you different sample questions for your NPS survey. While the generic rating question allows you to gather quantitative data for analysis, the open-ended questions provide better context to help you interpret their responses correctly.



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  • on 8 min read

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