{"id":76398,"date":"2019-08-20T06:26:23","date_gmt":"2019-08-20T13:26:23","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=76398"},"modified":"2024-05-29T00:04:10","modified_gmt":"2024-05-29T07:04:10","slug":"how-to-ask-nps-follow-up-questions","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/how-to-ask-nps-follow-up-questions\/","title":{"rendered":"How to ask NPS follow-up questions + Tips and Tricks"},"content":{"rendered":"

There are many ways to know what your customers think about your business. The most common and successful method out of all is to send out an Net Promoter Score (NPS) survey. It consists of a list of questions that collect data related to customer experience. All types of NPS surveys<\/a> such as relationship NPS, transactional NPS<\/a>, brand NPS, and many others generate a net promoter score based on a 0-10 rating given by customers.<\/p>\n

It is a parameter of how likely they are to refer your business to others. Customers are sent an NPS email<\/a> survey invitation with a survey link embedded in it. If they don’t answer in the first go, they are sent a reminder email. In case they respond to the survey, they are sent a follow-up email with questions that further explore their rating.<\/p>\n

The follow-up email reiterates the request to give more feedback. But how do you ask subtly so that they don’t feel annoyed? This is where the art of writing NPS follow-up question lies. You need to engage with them such that it will increase customer satisfaction<\/a> and lead to more referrals. Your choice of questions will impact their overall experience with your brand and so you need to be careful with ‘How’ you ask.<\/p>\n

You can either program the survey to present the NPS follow-up question based on the net promoter score<\/a> or send a separate email with a follow-up question<\/a>. In either case, you’ll need to frame the question the right way. Below are some of the tips and tricks you can apply while asking follow-up questions on NPS.<\/p>\n

Tips and tricks to apply while asking NPS follow-up questions<\/h2>\n

1. Use open-ended questions<\/h3>\n

You would have already asked a rating or score based question. Now you need to ask a question that will gather feedback that can be used not only quantitatively but also qualitatively. Customers can insert their detailed comments in the text box of open-ended questions<\/a>. Their feedback can be analyzed to understand what do they like and what do they want you to improve on. Sentiment analysis<\/a> of these comments or suggestions can bring to the surface the underlying emotion.<\/p>\n

2. Customize the question based on the score<\/h3>\n

Based on the score, some of your customers will be promoters, passives, or detractors. Hence you need to phrase your net promoter question wording differently for each group of customers. You can use sample NPS follow-up questions below to customize the question based on the type of customer.<\/p>\n