Imagine having a crystal ball that reveals exactly how your customers feel about your business. That’s the power of the right NPS question. By honing in on the perfect Net Promoter Score® (NPS) survey template, you can continuously gauge customer satisfaction and gain invaluable insights into how your company, product, or service is perceived.
Just like in a heartfelt conversation, the way you frame your survey questions can dramatically influence the responses you receive. Your words have the power to transform customer feedback. In this article, we’ve curated the top 20 NPS survey templates to help you unlock the most meaningful insights from your customers. If you’re struggling with low survey response rates and want actionable feedback, consider tweaking your main rating, open-ended questions, and even the thank-you message using our examples below. By doing so, you’ll connect with your customers in a new way and discover compelling NPS data.
What is a Net Promoter Score Survey?
An NPS survey is a straightforward tool designed to predict whether a customer will repurchase from your company or recommend it to others. Using NPS survey software, it’s a vital metric for measuring customer experience, satisfaction, and loyalty over time.
The Structure of an NPS Survey
An NPS survey typically consists of two parts:
- Rating Question: Customers rate your business, product, or service on a scale of 0 to 10.
- Open-Ended Follow-Up: Customers explain why they gave a specific score.
These questions should be crafted with your customer segments in mind: Promoters (scores of 9-10), Passives (scores of 7-8), and Detractors (scores of 0-6). While the basic format is standard, customization is key to aligning the survey with your business goals.
Can You Add More Questions?
Absolutely! NPS surveys are designed to be concise, which generally leads to higher response rates. However, you can add more questions to dive deeper into specific areas. Just be cautious not to overwhelm your respondents.
Crafting the Perfect NPS Questions
Before adding questions, clarify the primary goal of your survey. Consider the customer segment, touchpoint in their journey, and any triggering events. Tailor your questions to elicit the most actionable feedback.
Best NPS Survey Templates
Rating Questions
- Classic NPS Question:
- “On a scale of 0 to 10, how likely are you to recommend our business to a friend or colleague?”
- This question provides a foundational view of customer satisfaction and loyalty.
- Product-Specific Rating:
- “How likely are you to recommend [Product Name] to a friend or colleague?”
- Focuses feedback on a specific product, offering insights valuable for product managers.
- Experience-Based Rating:
- “Considering your recent experience, how likely are you to recommend [Company/Product Name]?”
- Targets feedback based on specific customer interactions, like a recent purchase or support call.
- Target Audience-Specific Rating:
- “How likely are you to recommend [Company/Product Name] to someone with similar business challenges?”
- Customizes the audience to get more relevant feedback.
- Employee Satisfaction (eNPS):
- “How likely are you to recommend [Company Name] as a workplace to your friends?”
- Measures internal satisfaction, crucial for maintaining a happy, high-performing team.
Open-Ended Questions
- Identifying Gaps:
- “What was missing or disappointing in your experience with us?”
- Invites constructive criticism, essential for improvement.
- Suggestions for Improvement:
- “How can we improve your experience?”
- Gathers practical suggestions for enhancing your offerings.
- Valued Features:
- “Which features do you value the most?”
- Helps prioritize future updates based on what customers appreciate.
- Likes and Dislikes:
- “What do you like most/least about [Company/Product Name]?”
- Provides insights into customer sentiments that can shape your marketing and product development strategies.
- Benefits of Usage:
- “How do you benefit from using our product/service?”
- Reveals the practical advantages customers gain, which can inform your marketing messages.
- Meeting Needs:
- “How does our product meet your needs?”
- Assesses whether your product is fulfilling its intended purpose.
- Problem Solving:
- “What problem are you trying to solve with our product?”
- Unveils the primary issues your product addresses, guiding further enhancements.
- Competitive Edge:
- “Why did you opt for our product over our competition?”
- Highlights what makes your product stand out in the market.
- Happiness Boosters:
- “What is the one thing we could do to make you happier?”
- Demonstrates your commitment to customer satisfaction and helps close the feedback loop effectively.
Conclusion
Mastering the art of NPS surveys is about more than just asking questions—it’s about connecting with your customers on a deeper level. Use these templates to craft surveys that not only capture the data you need but also show your customers that their opinions truly matter. By doing so, you’ll gain actionable insights that drive continuous improvement and foster lasting customer loyalty.