Sample NPS (Net Promoter Score) Questions

We have done a few posts in the past on NPS (Net Promoter Score).  if you missed them check them out below:

What is NPS and why should you care about it?

How to Analyze NPS Scores and Prioritize Repairs

Example NPS Survey Question

In this post I want to spend a few minutes providing example NPS Questions.  The key to a solid NPS question is that it is straight to the point, simple and non distracting.  If you have words in your question that confuse or mislead the user, then your data will be skewed.

The team at Satmetrix, the ones who developed the NPS rating system, use the following as their example question:

"How likely is it that you would recommend [your company] to a friend or colleague?"

There is nothing wrong with this question.  it works great.  There are additional variations that can be used as well depending on your product or service.

Product Based NPS Survey

"How likely are you to recommend this product to others?"

This style of NPS survey allows you to adapt the NPS score to a specific product within your catalog.  This can easily be done via a purchase follow up survey done with customers shortly after they have purchased a particular product.

Professional Service Based Survey

"How likely is it that you would recommend others to work with <John Smith>?"

The key thing with a Professional based service is that you are targeting a specific person.  Many professionals in the services industry (lawyers, accountants, financial planners, etc_ only retain clients because their clients enjoy working with them (regardless of what the name of the company is).  This NPS Survey needs to ensure that it is eliciting a response that targets working with the specific individual.

General Website

"How likely are you to share this website with a friend or colleague?"

This style of NPS Survey targets a particular website versus an actual company.  In many circumstances the company and the website will be synonymous and go hand in hand.  There will be occasions when you want to target the reception of a particular upgrade or particular website and compare it against other properties in your portfolio.

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