Net Promoter Score Question Templates to Copy
Posted: Wed Dec 04, 2024 3:46 am
You probably know the one Net Promoter Score question you see everywhere.
But did you know you can modify the NPS question based on context?
This article discusses the basics of NPS and introduces some variations of the NPS question and follow-up questions.
Back to the basics of Net Promoter Score
Before we move on to templates, let's recap what Net Promoter Score (NPS) means.
What is NPS used for?
The Net Promoter Score is a widely used tool to measure customer satisfaction and loyalty .
But unlike other metrics, it doesn't ask customers about their satisfaction, per se. It actually captures willingness to recommend .
Many companies use it as a method of customer feedback kenya phone number list because it is easy to use, interpret, track and compare.
Another benefit of NPS is its brevity . It consists of a rating that can be completed with a single click.
An extra question is often included to obtain additional feedback.
How does it work?
An NPS survey begins with the NPS question: How likely are you to recommend this company to a friend or colleague?
This is a rating question that is answered on a scale of 0 to 10.
Based on the response, your customers are divided into three groups:
Punctuation Category Description
0-6 Detractors These are unhappy customers. They are likely to leave or even spread negative word of mouth if you don't react quickly and fix the problems.
7-8 Liabilities Passives are customers who are more or less happy with their experience, but are not loyal. They are likely to switch to another brand or company if there is a more attractive offer.
9-10 Promoters Promoters are happy, loyal customers who will not only stay with you, but will also recommend your business to others.
After the initial rating question, you can follow up with an open-ended feedback question to unravel the reasons behind the score. But more on that later!
How to calculate NPS?
The NPS calculation follows this formula:
Percentage of Promoters – Percentage of Detractors = your NPS score
The NPS calculation follows this formula:
Liabilities are not taken into account in this calculation. What matters is the percentage of your happiest and unhappy customers.
With this, you get a number between -100 and 100, which is the final score.
You can calculate your NPS with a pen and paper, or you can opt for an interactive calculator. However, the easiest option is an NPS software like Trustmary.
KNOW YOUR CUSTOMERS
Collect feedback, turn it into reviews, and share it with the world!
Create a free survey
Marko Koponen
SuComIT, CEO
The service works well and helps us analyze our own work. In addition, Trustmary's customer service works very well and we get help when necessary with questions related to the product.
Onni Hietalahti
Relion, Chairman
We have always known that we are good at what we do. Now we found the best tool for telling others about it too. Within a week of implementation, we received a representative group of referral customers on our website and a multipurpose tool for monitoring the customer experience.
Kyle Turner
Windward Software Systems Inc
Trustmary Reviews
We are able to capture testimonials at the right moment and have found some pretty creative ways to utilize them using the tools that Trustmary provides.
Hanna
Audmet Oy
Trustmary Reviews
An easy and powerful tool to collect and share recommendations and measure customer satisfaction at various meeting points in the online store.
Satu Järvenpää
20520, Enefit Oy, Assistant
Trustmary Reviews
Great tool to get feedback from customers.
Tuija Parpala
Disturb Scandinavia, Marketing Manager
Trustmary is easy to use and versatile. Through it, we get valuable information from customers in an agile way. We recommend!
For more information, check out our blog post on Calculating NPS .
What can I learn from NPS?
It’s no wonder that NPS is considered a number you need to increase . It can tell you a lot of things that are crucial to your business.
Customers who are willing to recommend a business to others are valuable.
If you have a loyal customer who constantly recommends you to their friends, you have the opportunity to get many new customers through this person. It is better than having “somewhat happy” customers who might only stay with you for a while.
The conclusion?
The number of promoters predicts business growth . NPS helps you identify your promoters.
Another thing NPS can do for you is identify customers who are most likely to leave or even speak badly about you .
After all, it's pretty strong to say that one wouldn't recommend a business.
What Promoters and Detractors Do for Your Business
Additionally, the Net Promoter Score allows you to track your performance and see if you are on the right track towards customer satisfaction.
Since the result is simply a number, it is easy to compare your performance with yourself and others.
Net Promoter Score Question: The Most Used Version
The most commonly used version, or “basic” NPS question is:
How likely would you be to recommend [this company] to a friend or colleague?
But did you know you can modify the NPS question based on context?
This article discusses the basics of NPS and introduces some variations of the NPS question and follow-up questions.
Back to the basics of Net Promoter Score
Before we move on to templates, let's recap what Net Promoter Score (NPS) means.
What is NPS used for?
The Net Promoter Score is a widely used tool to measure customer satisfaction and loyalty .
But unlike other metrics, it doesn't ask customers about their satisfaction, per se. It actually captures willingness to recommend .
Many companies use it as a method of customer feedback kenya phone number list because it is easy to use, interpret, track and compare.
Another benefit of NPS is its brevity . It consists of a rating that can be completed with a single click.
An extra question is often included to obtain additional feedback.
How does it work?
An NPS survey begins with the NPS question: How likely are you to recommend this company to a friend or colleague?
This is a rating question that is answered on a scale of 0 to 10.
Based on the response, your customers are divided into three groups:
Punctuation Category Description
0-6 Detractors These are unhappy customers. They are likely to leave or even spread negative word of mouth if you don't react quickly and fix the problems.
7-8 Liabilities Passives are customers who are more or less happy with their experience, but are not loyal. They are likely to switch to another brand or company if there is a more attractive offer.
9-10 Promoters Promoters are happy, loyal customers who will not only stay with you, but will also recommend your business to others.
After the initial rating question, you can follow up with an open-ended feedback question to unravel the reasons behind the score. But more on that later!
How to calculate NPS?
The NPS calculation follows this formula:
Percentage of Promoters – Percentage of Detractors = your NPS score
The NPS calculation follows this formula:
Liabilities are not taken into account in this calculation. What matters is the percentage of your happiest and unhappy customers.
With this, you get a number between -100 and 100, which is the final score.
You can calculate your NPS with a pen and paper, or you can opt for an interactive calculator. However, the easiest option is an NPS software like Trustmary.
KNOW YOUR CUSTOMERS
Collect feedback, turn it into reviews, and share it with the world!
Create a free survey
Marko Koponen
SuComIT, CEO
The service works well and helps us analyze our own work. In addition, Trustmary's customer service works very well and we get help when necessary with questions related to the product.
Onni Hietalahti
Relion, Chairman
We have always known that we are good at what we do. Now we found the best tool for telling others about it too. Within a week of implementation, we received a representative group of referral customers on our website and a multipurpose tool for monitoring the customer experience.
Kyle Turner
Windward Software Systems Inc
Trustmary Reviews
We are able to capture testimonials at the right moment and have found some pretty creative ways to utilize them using the tools that Trustmary provides.
Hanna
Audmet Oy
Trustmary Reviews
An easy and powerful tool to collect and share recommendations and measure customer satisfaction at various meeting points in the online store.
Satu Järvenpää
20520, Enefit Oy, Assistant
Trustmary Reviews
Great tool to get feedback from customers.
Tuija Parpala
Disturb Scandinavia, Marketing Manager
Trustmary is easy to use and versatile. Through it, we get valuable information from customers in an agile way. We recommend!
For more information, check out our blog post on Calculating NPS .
What can I learn from NPS?
It’s no wonder that NPS is considered a number you need to increase . It can tell you a lot of things that are crucial to your business.
Customers who are willing to recommend a business to others are valuable.
If you have a loyal customer who constantly recommends you to their friends, you have the opportunity to get many new customers through this person. It is better than having “somewhat happy” customers who might only stay with you for a while.
The conclusion?
The number of promoters predicts business growth . NPS helps you identify your promoters.
Another thing NPS can do for you is identify customers who are most likely to leave or even speak badly about you .
After all, it's pretty strong to say that one wouldn't recommend a business.
What Promoters and Detractors Do for Your Business
Additionally, the Net Promoter Score allows you to track your performance and see if you are on the right track towards customer satisfaction.
Since the result is simply a number, it is easy to compare your performance with yourself and others.
Net Promoter Score Question: The Most Used Version
The most commonly used version, or “basic” NPS question is:
How likely would you be to recommend [this company] to a friend or colleague?