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10 Best Net Promoter Score(NPS) question examples
Every successful business/company has one thing in common, they start their process with the customer and end with the customer. A customer feedback loop is an essential aspect of your system if you are thriving to provide one of your industry's best customer experiences. Net Promoter Score or NPS is one of the best surveys to learn about your product or service's customer experiences. NPS is the simple and best way to know about the customer's loyalty towards your product.
Asking the right NPS question will let you know the pulse of your customer and their satisfaction levels. The wording, tone, and phrasing of a survey question, just as in face-to-face conversations, have a big impact on someone's answer. As a result, your choice of words will influence a shift in your customers' feedback.
How the NPS works?
Net Promoter Score survey is the simplest one to determine customer loyalty. It has two parts; the first part is knowing what your customer will rate your product/service on a scale of 10. This is so important because we are going to segregate them according to the score they have given.
“On a scale of 0 to 10, how likely you recommend our business to your friend or colleague?”
The respondents who gave 9 or 10 will be "Promoters," those who gave 0 to 6 are called "Detractors," They are less satisfied customers, vulnerable to negative feedback. Those who gave 7 and 8 are called "Passives." The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40. It is as simple as that.
The 2nd part of an NPS survey is
“ What is the primary reason for your score?”,
This question aims at the justification for the score they have given. This can provide you various insights like what exactly a customer feels about your product, what you lag in their point of view, why they preferred you over your competitor, etc.
10 Best NPS survey Question examples:
An adequately framed Net Promoter Score(NPS) is capable of providing you valuable insights about your product/service from an end user's point of view. As a marketing or growth manager, you can find the question in the first part of the NPS survey is efficient for measuring customer loyalty, tracking the results of a particular marketing campaign, and transposing the collected data in a long-term growth strategy. So the below are the two ways you can add on a more efficient way to get the best out of it.
- How likely are you to recommend “Our Company” to a friend or colleague? This is question acts as a perfect ice breaker if you are starting with NPS in your system. It works perfectly to know the initial insights about your company from a customer's point of view.
- How likely are your to recommend our product/service to a friend or a colleague? Now we have changed the particular product/service name instead of the company name. The classic NPS question is short and straightforward, but it is too generic. Going specific about the product can make your customer open up a little bit. Such a replacement is great for shifting the focus of the company's feedback to the specific product you've just released, upgraded, or promoted.
Now we are moving on to the second part of the NPS survey,
- What is the primary reason for your score? Again, this is the classic version of the NPS survey; this question aims to justify the score the customer has given to your product. But if you go for something more specific and detailed in asking your NPS survey, you may get essential details about the product features that satisfy your customer.
- What was missing/disappointing in your experience with us? As a marketer, you must know the value of constructive criticism in a business; this question aims at understanding the aspects of the product/service that your customer did not like. Even though they didn't have such a pleasant experience with the product, some customers will not write negative reviews. This question will encourage them to give their honest opinion about the product.
- Which features do you value the most? A product/service is a combination of multiple features; you may think of a feature that you developed as a USP for your product that attracted and benefited the customer. But a customer's point of view may differ from yours. So this question will let you know which feature of your product made the customer buy and use it in your future marketing plans.
- What do you like the most/least about the product? This query is handy because it helps you to get a sense of your consumers' aftertaste after engaging with your product or service. It's easy to personalize for both Promoters and Detractors.
- How do you benefit from using our product/service? This question may seem similar to both the above options, but this will let you know the actual profit that your customer gets out of using your product. It may be reducing the time they do to certain things, or they may spend less amount on other products because of yours.
- How does our product meet your needs? This question mainly aims at promoters and passives since they are at least satisfied to some level. They will give you inputs on whether the product is the right fit for their needs. Customers' suggestions will guide your actions while designing and developing the product.
- Why would you not recommend us? I accept that this question will seem to be cheeky at first. Asking about the person's reasons for not recommending your product is sometimes the only way to discover their reasoning.
- What problem are you trying to solve with our product? You have designed your product to solve specific problems, now you have given it to the customer. Each customer is different, a promoter may find it to resolve the problem you designed for, but a Detractor may start from a different angle, so there may be a chance it might not work well for them. End of the day, this question will give a different angle that you may need to concentrate on designing or marketing a product next time.
10 Best Net Promoter Score(NPS) question examples FAQ
What is the Net Promoter Score (NPS)?
The Net Promoter Score is a metric used to measure customer loyalty and satisfaction. It is based on the answer to a single question: "How likely are you to recommend our product or service to a friend or colleague?" Respondents answer on a scale of 0 to 10, with 0 being "not at all likely" and 10 being "extremely likely." The NPS is calculated by subtracting the percentage of detractors (respondents who give a score of 0-6) from the percentage of promoters (respondents who give a score of 9 or 10).
Why is the NPS important?
Customer satisfaction: The NPS can be used as a measure of customer satisfaction, as customers who are willing to recommend a product or service are typically more satisfied than those who are not. Customer loyalty: The NPS can also be used as a measure of customer loyalty, as customers who are willing to recommend a product or service are more likely to remain loyal customers over time. Business growth: The NPS can help businesses identify areas where they can improve customer satisfaction and loyalty, which can ultimately lead to business growth.
How is the NPS calculated?
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. For example, if 40% of respondents are promoters and 20% are detractors, the NPS would be 20 (40% - 20% = 20%).
What is a good NPS score?
The NPS can range from -100 to +100, with a score of 0 indicating that the number of promoters and detractors is equal. A positive NPS score is generally considered good, with scores above 50 considered excellent. However, the ideal NPS score can vary depending on the industry and company.
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