20+ Best NPS Survey Questions and Templates (2024 Guide)

Imagine you're on a soccer team, and after every game, you ask your teammates how likely they are to recommend you as a player. A score of 0 means they wouldn't recommend you at all, and a 10 means they’d totally vouch for you. This tells you how well you’re doing - but it doesn’t tell you why they think that way. That's where NPS survey questions come in. 

For example, do they love your passing skills, but feel that your defense could use some work? NPS questions can get the kind of info that will help you take action to improve. 

Whether you're a business trying to win over customers or a CX specialist trying to gauge customer sentiment, an NPS survey is one of the best tools you can own. In this article, we will explore:

• What is an NPS survey question?
• How to use NPS surveys?
• 20 NPS survey questions and examples
• 5 ways to boost your NPS response rates
• Why SurveySparrow is the best tool for creating NPS survey questions

What is an NPS survey?

A Net Promoter Score (NPS) survey is a simple yet powerful tool to understand whether a customer will repurchase from a business or recommend it to someone else. This is seen as the strongest indicator of a customer's loyalty. 

How to use NPS surveys

An NPS survey has two key questions: a rating or score question and an open-ended follow-up question.

1. The score question:

This is the standard NPS question. It asks you how likely you are to recommend, on a scale of 0-10, a product or service to your friends or colleagues. This generates the NPS score.

The score helps categorize customers into three groups:

• Promoters (9 or 10)
• Passives (7-8)
• Detractors (0-6)

2. The follow-up question:

The NPS follow-up question asks customers to explain why they gave the score they did. In other words, it helps you figure out what made them choose that score.

For instance, if I gave a score of 5, one example of a follow-up question would be:

In short: NPS score questions help your calculate your NPS ratings. But the NPS follow-up questions help you understand the reason behind the rating, and get insights into what the customer liked or disliked. 

Ready to test it out? Get started with our free NPS Survey template. 

Customer NPS Survey Template

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Use This Template

Whether you’re looking to improve your product or enhance your overall customer experience, the right NPS questions can make all the difference. Let's round up the best NPS survey questions for different scenarios.

20 NPS survey questions and examples

The main NPS question is “How likely are you to recommend us to your friends and family?”. But depending on your scenario and what you want your users or customers to rate, you can modify the NPS question wording.

Below, you will find variations of the main - NPS survey questions you can use for different scenarios. You’ll also find lists of example NPS questions - or examples of NPS rating questions, to be more exact. 

These are going to be helpful when you run your own NPS surveys.

#1. Asking Customers to Rate Your Business

Question: “On a scale of 0-10, how likely are you to recommend [your business name] to a friend or a colleague?”

Scenario: When you want to measure your customers’ overall satisfaction with your business.

Example: Here's the question rephrased in a way that directly asks about their experience with your business:

“Considering your experience with [your business name], how likely are you to recommend us to a friend or colleague?”

#2. Asking Customers to Rate Your Product

Question: “How likely are you to recommend [your product name] to a friend or colleague?”

Scenario: Measuring your customers’ experience with a particular product or service. 

Example: “Based on your experience of using [your product name] for [length of time], how likely are you to recommend it to a friend or colleague?”

#3. Asking Customers to Rate Your Customer Service

Question: “How likely are you to recommend our customer support service to a friend or colleague?”

Scenario: When you want to measure a customer’s likelihood to recommend your customer service or customer support. Consider replacing “business name” with “support staff” or “customer support service”.

Example: “How likely are you to recommend our support staff to a friend or colleague?”

#4. Asking Customers to Rate their Recent Interaction or Transaction

Question: “How likely are you to recommend us to your friends and family based on your most recent interaction?”

Scenario: When you want to deploy a transactional NPS survey for a specific customer touchpoint: like post-service, post-purchase, or post-onboarding. It helps you discover and fix any issues with a specific customer experience.

Example:

• “Based on your recent interaction(s) with our support staff, how likely are you to recommend them?”
• “Based on your recent purchase, how likely are you to recommend us to your friends & family?”
• “Now that you’ve received [your product name], how likely are you to recommend [your company name] to a friend or colleague?”

Suggested reading: Transactional NPS vs Relational NPS — Definition & Key Differences

#5. Asking Employees to Rate Your Company as a Workplace

Question: "On a scale of 0 to 10, how likely are you to recommend our organization as a great place to work?"

Scenario: Measuring employee loyalty. This helps you predict how long an employee will stay, if their experience is affecting the customer's experience and opens up an opportunity for fixing the issue.  

Example:

• “How likely are you to recommend (your company name) as a workplace to others?”
• "On a scale of 0 to 10, how likely are you to recommend our company as a place where you can grow and develop professionally?"

Suggested reading: The Advantages and Disadvantages of Net Promoter Score (NPS)

#6. Asking About a Specific Product Feature

Question: "How likely are you to recommend our [specific feature] to a friend or colleague?"

Scenario: When you want to gauge customer satisfaction with a particular feature of your product.

Example: 

• "How likely are you to recommend [specific feature] to someone who needs a similar solution?"
• "Based on your experience with [specific feature], how likely are you to suggest it to a colleague?"
• "How does [specific feature] meet your expectations, and how likely are you to recommend it?"

#7. Asking About a New Product Launch

Question: "After using our new [product name], how likely are you to recommend it to a friend or colleague?"

Scenario: Post-launch feedback for a new product or service.

Example: 

• "Now that you’ve tried our new [product name], how likely are you to recommend it to others?"
• "How would you rate your experience with our new [product name] and recommend it to a friend?"
• "Based on your first impressions of [product name], how likely are you to recommend it?"

8. Asking About an Online Purchase Experience

Question: "Based on your online shopping experience, how likely are you to recommend our website to a friend or colleague?"

Scenario: For e-commerce businesses assessing the online purchasing journey.

Example:

• "How likely are you to recommend our online store based on your recent purchase?"
• "Considering your last online order, how likely are you to recommend shopping with us to a friend?"

9. Asking About a Subscription Service

Question: "How likely are you to recommend our subscription service to a friend or colleague?"

Scenario: To evaluate satisfaction with a recurring service or membership.

Example:

• "How likely are you to recommend our subscription service to someone seeking similar benefits?"
• "How satisfied are you with our subscription service, and how likely are you to recommend it?"

10. Asking About Website Usability

Question: "Based on your experience navigating our website, how likely are you to recommend it to a friend or colleague?"

Scenario: For businesses focusing on website design and user experience.

Example:

• "How likely are you to recommend our website based on ease of navigation?"
• "Considering your experience with our website’s functionality, how likely are you to recommend it?"

11. Asking About Delivery or Shipping Experience

Question: "How likely are you to recommend our delivery service to a friend or colleague?"

Scenario: For companies that want to assess their shipping and delivery process.

Example:

• "How likely are you to recommend our delivery service based on your most recent order?"
• "How likely are you to recommend our shipping service?"

12. Asking About a Customer Support Interaction

Question: "Based on your recent support ticket, how likely are you to recommend our customer service team to a friend or colleague?"

Scenario: To measure satisfaction after a specific support interaction.

Example: "Considering your experience with our support team, how likely are you to suggest our service to others?"

13. Asking About the Onboarding Experience

Question: "After completing our onboarding process, how likely are you to recommend our company to a friend or colleague?"

Scenario: For businesses that want feedback on their customer or employee onboarding process.

Example: 

• "After completing the onboarding process, how likely are you to recommend our company to a friend?"
• "How satisfied are you with the onboarding experience, and how likely are you to suggest our service to others?"
• "Based on your onboarding experience, how likely are you to recommend us to a colleague?"

14. Asking About a Mobile App

Question: "How likely are you to recommend our mobile app to a friend or colleague?"

Scenario: For companies with a mobile app looking to assess user satisfaction.

Example:

• "How likely are you to recommend our mobile app based on its usability?"
• "Considering your experience with our app, how likely are you to suggest it to others?"
• "How satisfied are you with the app’s performance, and how likely are you to recommend it?"

15. Asking About a Training Program

Question: "How likely are you to recommend our training program to a colleague?"

Scenario: For businesses offering educational or training services.

Example: "How likely are you to recommend our training program to a colleague seeking similar skills?"

16. Asking About a Promotional Offer

Question: "How likely are you to recommend our latest promotional offer to a friend or colleague?"

Scenario: To evaluate the effectiveness of a marketing or promotional campaign.

Example: "How likely are you to recommend our promotional offer to someone looking for a similar deal?"

17. Asking About a Customer Event

Question: "After attending our event, how likely are you to recommend future events hosted by our company to a friend or colleague?"

Scenario: For companies that host events and want feedback on attendee satisfaction.

Example: "How satisfied are you with the event, and how likely are you to recommend it to others?"

18. Asking About a B2B Partnership

Question: "How likely are you to recommend our company as a business partner to a colleague?"

Scenario: For B2B companies seeking feedback from business clients or partners.

Example: "How likely are you to recommend our company as a business partner to other organizations?"

19. Asking About a Specific Sales Interaction

Question: "Based on your recent interaction with our sales team, how likely are you to recommend our company to a friend or colleague?"

Scenario: To assess the effectiveness and professionalism of the sales process.

Example: "How satisfied are you with the support from our sales team, and how likely are you to recommend us?"

20. Asking About a Service Renewal

Question: "After renewing your service with us, how likely are you to recommend our company to a friend or colleague?"

Scenario: For businesses offering subscription renewals and wanting to gauge post-renewal satisfaction.

Example: "Considering your service renewal experience, how likely are you to suggest our services to a friend?"

5 ways to boost your NPS response rate

Improving your Net Promoter Score (NPS) response rate can significantly enhance the quality of feedback you receive, making it a more reliable metric for measuring customer satisfaction and loyalty. 

Here are five strategies to consider:

Simplify the Survey Process: 

Ensure your NPS survey is straightforward and quick to complete. The fewer the questions, the better. 

A single question followed by an optional open-ended question for feedback is often enough. This respects your customers’ time and increases their likelihood of completing the survey.

Optimize Timing and Frequency: 

Send out your NPS surveys when customers are most likely to respond. Depending on your business model, this could be immediately after a purchase or interaction with customer service. 

Be mindful not to over-survey your customers, as survey fatigue can significantly reduce response rates.

Personalize Your Approach: 

Personalized survey invitations can increase engagement. Use the customer’s name and reference specific interactions with your service or product. 

This shows you value their experience and opinion, making them more likely to contribute.

Leverage Multiple Channels: 

Not all customers prefer communicating through the same channels. 

Utilizing a multi-channel approach (email, SMS, in-app notifications) to send out NPS surveys ensures you reach more of your customer base in the manner they find most convenient.

Offer Incentives for Completing the Survey: 

While this approach should be used judiciously to avoid biasing responses, small incentives such as a discount on the next purchase, entry into a prize draw, or a donation to a charity can motivate customers to take the time to respond to your survey.

Implementing these strategies requires a balance between encouraging responses and ensuring the feedback you receive is genuine and reflective of your customers’ true sentiments. 

Continuously testing and optimizing your approach will help you find the right strategy for your audience.

Why SurveySparrow is the preferred tool for NPS survey questions

With SurveySparrow’s NPS survey software, you can quickly create surveys that ask your customers how likely they are to recommend your product or service.

But SurveySparrow goes beyond just collecting ratings. It also helps you: 

• Dive deeper with sentiment and text analysis.
• Track your scores over time with the NPS trend graph, making it easy to see how your efforts are paying off.
• See your customer feedback at a glance with the Executive Dashboard.
• Auto-translate your NPS surveys into over 70 languages, and reach customers around the globe.

Whether you’re just starting out or a pro at collecting feedback, SurveySparrow makes it simple to know your customers, improve your business, and keep them coming back.

Sign up below to try SurveySparrow for free. 

Wrapping Up

And there you have it! You now have all the sample NPS survey questions you need to craft your own.

• Looking for even more NPS survey questions? Check out our article on how to get customer testimonials and case studies using NPS surveys.
• And here’s another article that gives you some tips on how you can improve your NPS survey response rates.
• And one more on the best NPS best practices to follow in 2024.

Did we miss out on any excellent NPS survey questions? Let us know in the comments section below!

Are you looking to create conversational NPS surveys that your customers will love answering? Check out our readymade NPS survey templates.