• Skip to main content
  • Skip to primary sidebar
  • Skip to footer
QuestionPro

QuestionPro

questionpro logo
  • Products
    survey software iconSurvey softwareEasy to use and accessible for everyone. Design, send and analyze online surveys.research edition iconResearch SuiteA suite of enterprise-grade research tools for market research professionals.CX iconCustomer ExperienceExperiences change the world. Deliver the best with our CX management software.WF iconEmployee ExperienceCreate the best employee experience and act on real-time data from end to end.
  • Solutions
    IndustriesGamingAutomotiveSports and eventsEducationGovernment
    Travel & HospitalityFinancial ServicesHealthcareCannabisTechnology
    Use CaseAskWhyCommunitiesAudienceContactless surveysMobile
    LivePollsMember ExperienceGDPRPositive People Science360 Feedback Surveys
  • Resources
    BlogeBooksSurvey TemplatesCase StudiesTrainingHelp center
  • Features
  • Pricing
Language
  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))
Call Us
+1 800 531 0228 +1 (647) 956-1242 +52 999 402 4079 +49 301 663 5782 +44 20 3650 3166 +81-3-6869-1954 +61 2 8074 5080 +971 529 852 540
Log In Log In
SIGN UP FREE

Home CX

AskWhy it’s more than just an NPS score

NPS with root cause

If you’ve been in business for a while, you must have surely conducted NPS surveys. After all, who doesn’t want to know what their customers think about their business? NPS score says a lot about customer experience and can give insights on how to further improve their experience. 

The better the customer experience is, the more your business grows. Happy customers are more likely to refer your brand to others. Hence, they are walking talking billboards. 

The all-in-one question your customers will love

With the dynamical AskWhy, QuestionPro CX users can gain deeper insights from customer feedback. With AskWhy, you go the extra mile after asking customers to rate on a scale of 0-10. As soon as the user rates you, they get the options to support their rating, which you can say is the “Cause” behind the rating. 

Once the user chooses the root cause, they get redirected to the open-ended question to mention any additional comments. Also, they get an option to vote the comments from other customers, which brings in the ideation to the system.

The ability to view and vote on others’ comments lets a customer know how other customers’ experience has been and can relate to those experiences.

Feel free to watch the launching of AskWhy to further understand how it works:

https://www.youtube.com/watch?v=ya_hFi44vFU&feature=youtu.be

How to add the AskWhy question to your survey?

  • Go to Workspace. Click on Add Question.

Customer experience

  • Click on AskWhy under the Advanced tab.

NPS+

  • You can edit the question text, root cause, and open-ended question. You can also customize the answer options for Detractors/Passives/Promoters.

There are two options to add/edit answer options:

    • Inline add/edit – Click on Add/Edit Options for inline editing
    • Bulk edit – Click on Edit options in Bulk for bulk editing

NPS+ root cause

  • You can disable voting by toggling it off. By default, it is on.

Enable voting

  • You can turn on validation on the complete question using the highlighted toggle.

Enable validation

AskWhy question settings

AskWhy question settings offer options to customize the message to survey takers. Choose the sub-question from the dropdown to view the relevant settings. All sub-questions can be made “Required” or mandatory. Be default, this toggle is off.

You can also share the question on social media platforms like Facebook and Twitter. By default, Facebook comments and embedding on the Twitter timeline is off. You can toggle it on and also edit social sharing message.

You can modify the below settings of the root cause question.

  • Single select
  • Multi-select
  • Display order
  • Report label

The open-ended question offers below settings:

  • Text box display
  • Custom height and width
  • Add prefix/suffix to text box
  • Data pre-population
  • Character limit
  • Report label

How to use the AskWhy question in your survey?

Consider a company that wants to measure how likely their customers are to refer their business to friends and family. They conduct a customer experience survey and use the AskWhy question.

  • First, the respondents need to select the rating.
  • After the respondents click on the rating, they will see the root cause question. This question asks the reason behind why they gave the score what they gave.
  • Next, the respondents will see an open-ended question to explain the reason they selected in the root cause question. Here, they get a chance to explain their thoughts and validate their choice.

NPS+ question

  • After submitting the comments, the respondents will be able to view their comments as well as other comments.

  • Each respondent has 5 votes and can vote others’ comments by clicking on the numbers or the caret sign.
  • One can vote any comment one or more times out of 5 votes available. A popup shows up with a different number of votes out of 5 that you can cast to the selected comment.

  • Now the respondent needs to select the number of votes. For instance, select 2 if you want to cast 2 votes to the selected comment.

  • The comment displays the votes received, highlighted in blue with the number of votes given i.e., 2. You now have 3 votes left out of 5.

number of votes left

  • Once all your votes are over, click on next to move to the next question or end the survey.

no votes left screen

Data analysis of AskWhy question

NPS question under AskWhy can be chosen as the benchmarking question. Below widgets support the analysis of NPS sub-question:

  1. NPS (segment and survey specific)
  2. NPS trend
  3. NPS trend comparison
  4. NPS list
  5. Heatmap
  6. Priority matrix

With the below 3 widgets, you can figure out the NPS score along with the root cause of the achieved score and the top votes comments from your customers.

NPS

NPS distribution chart

Distribution chart

Distribution chart

Sentiment analysis

So there you have it! AskWhy is a quick yet powerful question you and your organization can leverage to gather more insights about your customers. If you need any help on how to use AskWhy questions in your surveys to improve customer experience, get in touch with us. We’d be happy to help.

Looking to deliver an exceptional customer experience with QuestionPro CX? Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.

SHARE THIS ARTICLE:

About the author
Vivek Bhaskaran
Vivek Bhaskaran is the founding member and executive chairman of QuestionPro, one of the industry's leading providers of web-based research technologies.
View all posts by Vivek Bhaskaran

Primary Sidebar

Take full control of your customer journey

Make immediate business actions with our CX management platform

Learn more

RELATED ARTICLES

HubSpot - QuestionPro Integration

What is Software Evaluation & How to Evaluate it Effectively

May 15,2023

HubSpot - QuestionPro Integration

Applied Research: Definition, Types & Examples

Oct 31,2022

HubSpot - QuestionPro Integration

SWOT Analysis: What It Is And How To Do It?

Sep 27,2024

BROWSE BY CATEGORY

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

Footer

MORE LIKE THIS

wells-fargo-nps-2025

Wells Fargo NPS 2025: What Businesses Can Learn

May 19, 2025

word-cloud

Word Cloud: What it is & How to Use QuestionPro Word Cloud?

May 16, 2025

synthetic data and ai - market research

Redefining Research Strategy with AI and Synthetic Data

May 15, 2025

Kohl's-NPS-2025

Kohl’s NPS & Satisfaction in 2025

May 15, 2025

Other categories

  • Academic
  • Academic Research
  • Artificial Intelligence
  • Assessments
  • Audience
  • Brand Awareness
  • Business
  • Case Studies
  • Communities
  • Consumer Insights
  • Customer effort score
  • Customer Engagement
  • Customer Experience
  • Customer Loyalty
  • Customer Research
  • Customer Satisfaction
  • CX
  • Employee Benefits
  • Employee Engagement
  • Employee Engagement
  • Employee Retention
  • Enterprise
  • Events
  • Forms
  • Friday Five
  • General Data Protection Regulation
  • Guest Post
  • Insights Hub
  • Life@QuestionPro
  • LivePolls
  • Market Research
  • Marketing
  • Mobile
  • Mobile App
  • Mobile diaries
  • Mobile Surveys
  • New Features
  • non-profit
  • NPS
  • Online Communities
  • Polls
  • Question Types
  • Questionnaire
  • QuestionPro
  • QuestionPro Products
  • Release Notes
  • Research Tools and Apps
  • Revenue at Risk
  • Startups
  • Survey Templates
  • Surveys
  • Tech News
  • Tips
  • Training
  • Training Tips
  • Trending
  • Tuesday CX Thoughts (TCXT)
  • Uncategorized
  • VOC
  • Webinar
  • Webinars
  • What’s Coming Up
  • Workforce
  • Workforce Intelligence

questionpro-logo-nw
Help center Live Chat SIGN UP FREE
  • Sample questions
  • Sample reports
  • Survey logic
  • Branding
  • Integrations
  • Professional services
  • Security
  • Survey Software
  • Customer Experience
  • Workforce
  • Communities
  • Audience
  • Polls Explore the QuestionPro Poll Software - The World's leading Online Poll Maker & Creator. Create online polls, distribute them using email and multiple other options and start analyzing poll results.
  • Research Edition
  • LivePolls
  • InsightsHub
  • Blog
  • Articles
  • eBooks
  • Survey Templates
  • Case Studies
  • Training
  • Webinars
  • All Plans
  • Nonprofit
  • Academic
  • Qualtrics Alternative Explore the list of features that QuestionPro has compared to Qualtrics and learn how you can get more, for less.
  • SurveyMonkey Alternative
  • VisionCritical Alternative
  • Medallia Alternative
  • Likert Scale Complete Likert Scale Questions, Examples and Surveys for 5, 7 and 9 point scales. Learn everything about Likert Scale with corresponding example for each question and survey demonstrations.
  • Conjoint Analysis
  • Net Promoter Score (NPS) Learn everything about Net Promoter Score (NPS) and the Net Promoter Question. Get a clear view on the universal Net Promoter Score Formula, how to undertake Net Promoter Score Calculation followed by a simple Net Promoter Score Example.
  • Offline Surveys
  • Customer Satisfaction Surveys
  • Employee Survey Software Employee survey software & tool to create, send and analyze employee surveys. Get real-time analysis for employee satisfaction, engagement, work culture and map your employee experience from onboarding to exit!
  • Market Research Survey Software Real-time, automated and advanced market research survey software & tool to create surveys, collect data and analyze results for actionable market insights.
  • GDPR & EU Compliance
  • Employee Experience
  • Customer Journey
  • Synthetic Data
  • About us
  • Executive Team
  • In the news
  • Testimonials
  • Advisory Board
  • Careers
  • Brand
  • Media Kit
  • Contact Us

QuestionPro in your language

  • English
  • Español (Spanish)
  • Português (Portuguese (Brazil))
  • Nederlands (Dutch)
  • العربية (Arabic)
  • Français (French)
  • Italiano (Italian)
  • 日本語 (Japanese)
  • Türkçe (Turkish)
  • Svenska (Swedish)
  • Hebrew IL (Hebrew)
  • ไทย (Thai)
  • Deutsch (German)
  • Portuguese de Portugal (Portuguese (Portugal))

Awards & certificates

  • survey-leader-asia-leader-2023
  • survey-leader-asiapacific-leader-2023
  • survey-leader-enterprise-leader-2023
  • survey-leader-europe-leader-2023
  • survey-leader-latinamerica-leader-2023
  • survey-leader-leader-2023
  • survey-leader-middleeast-leader-2023
  • survey-leader-mid-market-leader-2023
  • survey-leader-small-business-leader-2023
  • survey-leader-unitedkingdom-leader-2023
  • survey-momentumleader-leader-2023
  • bbb-acredited
The Experience Journal

Find innovative ideas about Experience Management from the experts

  • © 2022 QuestionPro Survey Software | +1 (800) 531 0228
  • Sitemap
  • Privacy Statement
  • Terms of Use