NPS surveys can help evaluate if you have any unhappy customers and how you can fix that. To improve your customer service, we've put together a list of the best NPS survey questions to ask.
So you want to add good survey questions to your NPS survey? The Net Promoter Score (NPS) is a metric you can use to assess each customer's experience. However, to make the most of this survey, it's important to ensure that you ask the right questions.
With that in mind, NPS survey questions can give you a better idea of your customers' satisfaction, where they are in their customer journey, and how to secure customer loyalty.
In fact, some studies showed that by increasing NPS by an increment of 7 points created a correlative increase of revenue growth by 1%.
NPS survey questions can also identify opportunities for improvement. To do this, you can use scalable responses and open-ended questions to gain valuable information in just a quick, simple survey.
In this post, we'll briefly discuss what an NPS survey is and why you might want to use one on your website. Then, we'll share some of the best NPS survey questions to include. Let's jump in!
An overview of NPS survey questions
Creating surveys for your website is an effective way to gain feedback. You can use the responses to make better, data-driven decisions. It also lets you attain hard-to-get information like how customers feel about your brand.
You can send customer service NPS surveys to see how your company can improve, transactional NPS surveys to gauge your customer's store experience, or even pre-launch marketing surveys to see how your product will do.
One of the most powerful tools to do this is the NPS survey. The most popular NPS question is: "How likely are you to recommend our company to a friend or colleague?"
To guide the customers, you can provide a scale from 1 to 10, with 1 being "not at all likely" and 10 being "extremely likely":
There are different ways you can word this question to help get a clearer idea of your customers' satisfaction. You can also ask NPS survey follow-up questions to better understand how your audience perceives your company or product.
When creating NPS surveys, you can add and customize questions based on the feedback provided. This is called conditional or smart logic.
For example, a follow-up question for those who were unhappy with your service could be "How can we improve your experience?" while the one for highly satisfied customers could be "We'd love for you to leave a review!"
But setting up these surveys with smart logic and good questions doesn't have to be hard. Fortunately, at Formidable Forms, we offer an NPS Survey Template that enables you to create your forms more quickly:
And to customize the survey form to your needs, simply drag-and-drop fields into the base template. This way, you can ask for more contact information, get more open-ended answers, or even turn the survey into a form conversation.
5 NPS survey questions for actionable customer feedback
Now that we have a better understanding of how NPS surveys work, it's time to look at some effective ways to ask for feedback. Below are five NPS survey questions that can help you gather valuable data.
#1: How likely are you to recommend us after this experience?
Typically, an NPS survey question will focus on asking a customer to rate their willingness to recommend the company, services, or product to a friend or colleague. However, you can take this to the next level and base the question on the latest interaction:
This can be an effective approach when it's a return visitor or customer. Perhaps their previous experience was different from their most recent one.
There are various ways to word the question. For instance, you could ask, "How likely are you to recommend this specific product to a colleague or friend?" This way, the customer can base their response on their satisfaction with the product itself rather than your company as a whole.
Conversely, you could start the survey with the specific question and then at the end ask "How likely are you to rate the company overall?" This allows you to see how the customer's most recent interaction compares to their combined experience.
#2. How likely are you to recommend X to someone like you?
The standard NPS survey question about recommending the product to a friend or colleague isn't always relevant. Perhaps you have a very niche item that doesn't appeal to the masses.
If so, knowing how likely a customer is to recommend it to someone else isn't that helpful. Instead, consider asking them to rate their response based on someone who shares similar interests:
This can help provide a more useful context. It will also help you identify which products are performing well.
For example, maybe a customer secretly loves cats but is surrounded by dog people. They wouldn't recommend the cat cam your company offers to anyone they know. But if they found another cat fanatic and hit it off, they'd be more than happy to cat cam together.
In other words, the more specific your questions are, the more specific your data will be.
#3: What features do you value most?
This question can work in several ways. For example, you can pose it as an open-ended question or provide a list of options for the user to select:
Asking about the most-valued features gives you insight into the aspects of a product or service that your customers are mostly interested in. It can help you better understand their desires and pain points, which can be valuable for marketing campaigns.
Additionally, it makes it easier to prioritize these features when updating your products. This is a form of guided marketing and can let you know how to best lead your customers to the products that will best fit their needs.
#4: What did we do well?
Posing open-ended NPS survey questions enables customers to provide you with information that you might not otherwise consider. Asking users what you did well is an ideal question for high NPS ratings.
In the customer feedback NPS template below, this question even focuses specifically on products:
It can help you better understand what your audience appreciates or finds off-putting. In turn, you'll know which strategies are working.
For example, most popular customer service surveys will offer three or four sliding scales or radio button questions, then add one non-required open-ended question at the end. This makes it more likely for the customer to fill out the form and submit.
#5: What could we do better?
Asking what you could do better is an excellent follow-up question. It can provide an explanation for a low NPS. Additionally, it can help you identify areas for improvement.
This question also shows your customers that you care about their experience. It communicates a desire to do better and to hear their opinions and thoughts.
This is also an excellent question to use with conditional logic, placing it after a question that the customer rated poorly.
Another way to use conditional logic in your NPS survey questions is to ask if they bought a certain product, then only show a question asking them to review it if they answered yes.
NPS survey questions conclusion
Measuring your customers' experience is important for running a successful business. You can calculate your NPS through simple surveys. However, to make the most of these forms, it's essential to ask thoughtful questions.
As we discussed in this post, there are five NPS survey questions you might consider using:
- How likely are you to recommend us after this specific experience?
- How likely are you to recommend X to someone like you?
- What features do you value most?
- What did we do well?
- What could we do better?
Are you ready to create your NPS survey? Download our Formidable Forms plugin to get started!