Best NPS Survey Questions to Ask your Customers in 2023

Best NPS Survey Questions to Ask your Customers in 2022
Best NPS Survey Questions to Ask your Customers in 2022

How do NPS Surveys Work?

The Net Promoter Score (NPS) was developed by Fred Reichheld in 2003 and has since become the gold standard in customer loyalty measurement across industries worldwide. NPS is based on responses to a single question such as How likely are you to recommend our company/product/service to a friend or colleague?) These are usually broken down into three categories of scores – Promoters, Passives, and Detractors, each of which is designed to evaluate different aspects of customer satisfaction and behaviour over time.

Top 5 Types of Questions to Ask your Customers

A collection of examples of NPS questions is provided below. These example questions can be used as a template to create your own NPS surveys.

Asking Customers honestly to Rate your Product or Services

You may have customers who are dissatisfied with your product or service. In this case, you can use a customer satisfaction survey to assess their experience before they leave your site. By doing so, you’re able to identify the problems that could be affecting their online shopping experience. By knowing what customers feel about your site, you can devise ways to improve your products and services so more people will continue using them. The more people who like what you’re offering, the greater the chance that those customers will provide referrals for others interested in buying from you.

For example, if 20 percent of your clients answered 9 or 10, subtract that from 80 percent—or 16 percent—which equals 64 percent, meaning that 64 percent of all your customers would promote you to others.

How to receive Authentic Feedback?

An important question in the NPS survey is “How likely is the customer to recommend your company, products, or services to a friend, colleague, or family member?” This question may be used to evaluate how pleased consumers are with your customer service team. This question is designed to help evaluate the quality of customer service at a given business and find out how satisfied customers are with their experience. It’s a great way to improve the quality of your customer service, as well as improve how consumers choose your business over competitors.

Here are a few examples: 

  • When you contacted our support team about an issue, did we solve it quickly?
  • Was our salesperson helpful when you had questions about our products?
  • Were we able to resolve any problems related to your order?

These questions will help you figure out where improvements need to be made so that customers have a great experience every time they interact with your company.

Asking Customers to Rate their Recent Interaction with your Business

NPS surveys are widely regarded as one of an organization’s most important tools in its customer feedback arsenal. Not only do they help you learn about your customers, but they also can be used to review specific encounters with a particular client, such as post-service, post-purchase, or post-onboarding. These questions provide an excellent opportunity to find any issues that may affect your current customer base. 

Here are some NPS question examples 

  1. What did we do well? 
  2. What could we improve on? 
  3. How likely are you to continue using our services? 
  4. Did we solve your problem?
  5. Would you recommend us?

These questions will help you get genuine answers that can be further analyzed to drive improvement and growth.

Asking Customers to Rate your Business

When you are conducting an NPS survey, there are many things that you need to consider. One of them is just going with the flow and start asking questions that can provide you with a better understanding of the current situation and where your business stands among others in the market. The following questions may be used for various purposes, but generally, show how customers feel about your business and their general attitude toward it.

An Effective Question to include in your NPS Survey Questions: How happy are you with our service?

Asking Customers Follow-up Questions

After you’ve asked your NPS question, there’s value in asking follow-up questions. You can use them to get more in-depth information and insight into why a customer chose a specific rating or gave you a low score. Typically, these two type of follow-up questions can be asked: 

  • one that asks them to quantify their score (e.g., from 1-10, how likely are you to recommend our brand?),
  • another that asks for specific feedback on what could be improved.

For example, what improvements could we make to help you give us a higher score?

This gives you data points based on how customers feel about both your brand and what they would like from it.

How to Improve your NPS Survey

Improving your connection with detractors is more than just responding to a poor experience. Businesses must provide a practical solution for consumers who provide unfavorable feedback to resolve the condition that produced it. Customers will feel supported and may modify their opinion of your service if you resolve their concerns.

The simplest strategy to encourage new business and increase your NPS is to engage promoters to work to your advantage. Promoters are already aware of your capabilities, but specific input should be obtained to see how your company differs from the competition and how you can continue to meet their expectations.

Frequently Asked Questions

What are the top three NPS questions?

Below are the three most used NPS questions:

  1. Which of these best describes your recent purchase experience?
  2. Would you recommend [product] to a friend or colleague?
  3. How likely is it that you would purchase again from us?

Which question is most commonly used to calculate Net Promoter Score NPS?

How likely are you to recommend our company/product/service to a friend or colleague? (On a scale of 0-10) The higher your rating, the better.


Is NPS the best way to measure customer satisfaction?

Yes. The Net Promoter Score (NPS) is one of many tools for gauging customer satisfaction.

Market Research Survey: Meaning, Definition, and Types

Market Research Survey: Meaning, Definition, and Types

What is a Market Research Survey

Usually, entrepreneurs developing a service or product create intriguing strategies to advertise their idea to the market. However, those efforts don’t always bring a successful outcome. Before spending huge in branding, entrepreneurs should take a step back to evaluate the industry they will enter. Market survey research aims to make the branding and launch of a product or service successful. It typically collects feedback from the target audience to decipher their needs, expectations, and demographics. 

Typically, a market research survey features two broad categories – primary research and secondary data. Primary research refers to gathering new data, while secondary data refers to gathering previously collected data to support your efforts. Depending on the nature of the survey, these two categories may have ample subcategories, including segmentation, customer loyalty, buyer’s persona, competitor analysis, etc.

Purpose of a Market Research Survey

Market survey research aims to analyze a specific market to gain detailed insight into the buying potential of a particular product or service’s target market. It’s identical to a crystal ball that provides predictive analytics for a new idea before it hits the market. The purpose of market research and survey may include but may not be limited to the following.

Reflecting on Customer Feedback

Qualitative market research may help you understand your target market’s thoughts about your product. Do they genuinely find it helpful? Is your product capable of addressing your buyer’s pain point? You can get the answers to these questions by conducting in-depth market research.

Understanding Customer Inclination

Market research helps you obtain details like whether your target audience is ready to spend money on the products or services you offer. Leveraging market research surveys, you can figure out inclination levels among your consumers about your product.

Improving Existing Products

You can implement the market survey to improve the quality of your existing products or services. You can analyze the customer satisfaction levels and tally them with their expectations. Consequently, you can tweak your products or services that cater to your client’s requirements precisely.

Making Informed Business Decisions

Market surveys may be imperative for making significant changes in business policies or techniques. It helps reduce the risks associated with primary business decisions.

Types of Market Research Surveys

Market research surveys may be categorized into different types depending on their objective and nature. The vital ones are as follows –

Market Research Survey for Segmentation

This online market research survey lets you understand your prospects and existing customers. Leveraging these surveys, you can categorize your buyers into smaller groups with common attributes. The said attributes may include brand preference, demography, lifestyle, etc.

Market Research Survey for Understanding the Target Market

This market research online survey allows you to analyze a specific group of customers. These surveys can help you build valuable demographics. In addition, target market research will enable you to understand the sizes of various markets. You can use this survey strategy for creating result-driven ad campaigns.

Market Research Survey to Provide Insights into Purchase Procedure

This survey lets you monitor and identify your consumer’s position in the purchase process. It helps you figure out your consumer’s present state, which includes awareness, evaluation, information, or repeat phase. Purchase process surveys simplify the method of determining conversion rates and motives.

Market Research Survey for Measuring Customer Loyalty

As the name suggests, this particular type of survey helps you find out the factor that earns customer loyalty. You can use this to know what your customers like most about your services or products.

Market Research Survey for Competitor Analysis

Leveraging competitor analysis surveys, you can analyze how your competitors serve the market and what’s helping them thrive and flourish. Besides, a competitor analysis survey allows you to determine how your target market views your products or services.

Market Research Survey to Understand the Impact of Sales

The sales activities survey assesses the efficacy of your sales team. They help you determine how productive your sales team is and how good they are in customer retention.

Market Research Survey to Improve Customer Satisfaction

This specific market survey helps you figure out your customer’s grievances. Once you analyze them well, you can work to improve their experience. Consequently, you will be able to improve the customer satisfaction rate and customer loyalty.

Frequently Asked Questions

How many types of market surveys are there?

Primarily, there are two broad types of market surveys. They include primary research and secondary data. These categories may further be divided into multiple subcategories depending on the nature and purpose of the survey. They include customer segmentation, competitor analysis, customer loyalty, etc.

What are the types of market research?

There are several types of market surveys to use. They include buyer persona, purchase process, competitor analysis, customer observation, etc. However, depending on the process, many experts categorize market surveys into three primary types – exploratory, descriptive, and casual.

What are the six types of survey questions?

The six survey questions include open, nominal, yes or no questions, Likert scale, ordinal, and close-ended questions.