Net Promoter Score: Definition, Question Types, NPS types, and Benefits


nps calculator
Table of Contents

You have presumably experienced the fundamental NPS question (“how probably are you to suggest us on a scale from 0 to 10?”) as a customer yourself-yet when you’re the one doing the asking, you want to get the most extreme worth out of the review.

Underneath you’ll observe a rundown of NPS question models in addition to thoughts for custom-made follow-up questions: you can involve them all as a layout to run your own NPS surveys and figure out the number of cheerful customers you truly have, and how to make more.

Wondering what will be the cost of conducting survey research using Voxco?

What is a Net Promoter Score survey?

By and large, a Net Promoter Score survey is a basic poll that targets foreseeing whether a customer will repurchase from an organization or allude it to another person. NPS reviews are in this manner effectively used to quantify customer experience, consumer loyalty, and loyalty to a brand, as well as it is dynamic over time.

What are the Net Promoter Score questions?

NPS Open-Ended Questions

  • Standard Open-Ended NPS Survey Question

  • Ask the justification for the score: What is the essential justification for your score?

This question is not entirely set in stone experiencing the same thing when associations are managing their naysayers or passives. Thinking-based questions assist you with focussing on the foundation of why customers become doubters, passives, or advertisers.

Advantages of asking the justification for your score

  • It assists you with circling back to your doubters and passives and going to advertisers.
  • It assists you with shutting the customer feedback circle rapidly and without any problem.
  • It assists with building customer reliability and diminishing churn.
  • You can utilize the thinking of the score as per your respondents (naysayers, passives, and advertisers):
  • Doubters – Asking follow-up questions from naysayers can assist you with finding the shortcomings of your items and services. What’s more, the reaction you get from the question will go about as a productive analysis that further prompts improvement. This additionally assists you with caring for the worry of the naysayers proactively and tackling it before they produce.
  • Passives – They are viewed as nonpartisan and are not hazardous to business. At the point when you ask the justification behind the score from the passives, you’ll get to know your flaws that make them hesitant to turn into an advertiser.
  • Advertisers – For the situation of advertisers, it will assist you with recognizing the qualities of your items and services and make them more customer-driven to drive more customers.

Still looking for the perfect survey software?

Get our survey software buyer’s guide to find the best fit for you!

(Along with a definitive checklist to compare platforms) 

  • Subjective, Open-Ended Questions

  • What do you like least about the organization or item or services?

To know what’s working or not for your customers, this is an ideal question for you. The reactions of the feedback observe those parts of your item or services that are detested by your customers.

This, thus, assists you with tracking down better approaches to improve your item. You can likewise make your NPS review more natural with a rationale-based study question that permits you to stow away and skip survey screens in light of rationale.

  • What do you like most about the organization or item or services?

You can likewise move toward your advertisers with this question. Ask them what they like most about your organization and why. This “why” assists you with knowing the strength of your organization and finding new viewpoints to foster the degree of items and services. You can additionally involve the reaction to this question as a tribute and verbal exchange promoting.

  • How might we work on your experience?

This question is exceptionally helpful on account of doubters as well as when your customer gave you an inactive rating. It assists you with getting important data that empowers you to focus on issues to guarantee a better encounter.

  • What was absent or disheartening as far as you can tell with us?

This question assists you with getting the missing component or frustrating involvement with your item or services. This urges your customers to examine the multitude of components of your item or service that they could do without. Along these lines, this productive analysis assists you with rapidly recognizing the blemishes and resolving them to further develop the customer experience.

  • Which elements do you esteem the most?

To realize which highlights your customer esteem most, then, at that point, this question is helpful to get exact customer feedback. This subsequent question is ordinarily utilized by the item supervisors of the organization to know the response of the customers for the recently evolved highlights. Because of the information, you can focus on the future up-gradation of highlights.

  • What is one thing we might make you more joyful about?

This subjective open-finished question assists you with shutting your feedback circle with doubters and passives and comforts them to go to advertisers. This motion assists you with showing your customers that you care for themselves and need to charm them with a better degree of involvement.

What are the types of Net Promoter Score questions?

Contingent upon the profundity of experiences to be gathered, NPS questions are classified into 2 kinds.

  • Fundamental NPS question: Respondents are approached to rate on a size of 0-10. NPS studies with this question type consist of one question in particular.
  • NPS in addition to address: NPS in addition to addressing type is a blend of NPS, underlying driver, and remarks. It allows respondents to share the purposes for their rating and give nitty gritty input through the remarks box.

Still looking for the perfect survey software?

Get our survey software buyer’s guide to find the best fit for you!

(Along with a definitive checklist to compare platforms) 

What are the benefits of the NPS survey question?

  • Easy to utilize and answer: NPS question is not difficult to use for economic specialists. You want to relocate the question type in web-based study programming to make an NPS survey. Respondents need to tap on one of the response choices to present their reactions. It doesn’t require some investment to share their feedback.
  • Develop business: Responses to the NPS question give bits of knowledge on how you can further develop customer experience and increment consumer loyalty. Blissful customers are almost certain to be your image representatives and advance your business without spending any paid assets.
  • Hold existing customers: It is affordable to hold existing customers than gain another customer. NPS survey question assists you with distinguishing miserable customers. Chipping away at their feedback will guarantee they keep purchasing your items or services.
  • 4. Contrast and industry benchmarks: Know how you stand in the objective market and contrast your NPS score and the business chiefs. A similar examination will assist you with knowing the holes and by what measure you want to get to the next level.

In Conclusion

Also, that’s it! You currently realize a few extraordinary NPS Survey question models and layouts. Peruse this aide on composing a synopsis of survey results to get a few hints on the most proficient method to introduce your discoveries.

Read more

Shopping Basket
Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries

Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries