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13 Powerful NPS Questions to Ask for Best Results

BY QDegreesPUBLISHED
Apr. 18, 2025

Imagine you were hired as an electrical engineer to fix a problem at the house of a first-time customer. The job is over, but you don’t know if that will be the last time you will hear from them. Then you summoned the courage to send a text: On a scale of 0-10, rate my service. On a scale of 0-10, how likely will you to hire me for repair again?

You have just sent out some powerful NPS questions to clarify your doubts about their satisfaction with your services.

But let’s first find out what NPS questions are. And why should you care about them? You will find out in subsequent paragraphs.

What is an NPS Question?

NPS stands for Net Promoter Score. It is a survey question that confirms customers' satisfaction and how likely they are to recommend your products or services.

So, NPS questions are a series of standard questions designed to let you know how satisfied customers are with your product or services. These questions are often in this format: On a scale from 0 to 10, how likely are you to recommend it to a friend or colleague?

While the core NPS survey questions are effective, you need more than one question to get deeper insights. That’s why powerful NPS questions should be followed up with open-ended questions.

Types of NPS Questions

There are two types of NPS surveys:

● Relational: They are sent out to measure the quality of the relationship between a business and its customers. These questions can be sent out at regular intervals, such as monthly, quarterly, or yearly. They measure customer satisfaction on a general level.

● Transactional: Transactional survey questions are sent out only when customers purchase a product, contact the support group, upgrade their plan, or use a new feature. These questions are basically used to measure customers' experience at the time of the transaction that ensued between them and the business.

How Do You Ask Follow-Up Questions For The Best Results?

NPS survey questions are quantitative and highly effective. However, they are just an opener. You need more than that to get deeper insight. That’s why you must always follow up with open-ended questions to get more insights into what you are doing right and areas that need improvement.

When NPS questions are sent out, gather the responses and divide customers into three categories based on their responses:

● Promoters: They are satisfied and loyal to your business. Their response is usually between 9 to 10.

● Passive: They don’t have complaints about your products or services, but are not enthusiastic about them either. Their answer is usually between 7 to 8.

● Detractors: Detractors are unsatisfied customers. Their responses are usually between 0 to 6.

Once you have gotten them, here is how you can follow up with open-minded questions.

For Promoters

Since these customers are happy and very satisfied with your product and service, their answers can give you insight into what you are doing right. Follow up with questions like:

We are excited to learn that you are happy with our services. Tell us what you love most about our product/service.

For Passive

Passives are neutral customers. They are neither here nor there. They have rated you between 7 and 8, which means something is wrong. Instead of turning a blind eye to them, embrace them. Engage them in discussion to know what they think you can do better. You can engage them further by asking:

● Thanks for taking the time to respond. We want to do better, so tell us how we can improve.

● We didn’t get the highest score from you. What can we do to achieve that?

By asking these questions, you have opened the floor for further discussion.

For Detractors

Detractors are the unsatisfied customers. They have tested your product and service and have nothing but bad reviews about it. Disregarding them would do more harm than good to your business. Their complaints can highlight the areas you need to improve. Engage them like this:

We are sorry to learn about your experience with our products/services. What can we do better?

By asking this question, you will learn what they dislike about your products and services. With this information, you can make necessary corrections geared toward improvement.

How to Improve the NPS Response Rate?

Not all survey questions get answers. To get more customers to respond, take the following steps:

● Offer practical tips to increase response rates.

● Keep the survey short and to the point.

● Use clear, non-technical language.

● Send it at the right time (post-purchase, after support interaction, etc.)

● Personalize the message and thank respondents.

● Ensure your survey questions are mobile-friendly, as most respondents are comfortable using their phones.

A better response rate leads to more accurate Net Promoter Score data.

How to Send an NPS Survey?

The type of channel used to send an NPS survey contributes to the number of respondents it gets. You can use any of the following platforms:

● Email surveys

● In-app NPS tools

● SMS or chatbot-based NPS surveys.

To effectively send the message, you can adopt an automation tool to schedule and segment surveys based on customer behavior. NPS Software like QDegrees can help you achieve that.

When to Ask an NPS Question?

There are two types of NPS questions: relational and Transactional. Transactional questions are often sent when a customer purchases a product or service or contacts the support team. Relational NPS questions can be sent regularly, such as monthly, quarterly, or yearly.

Conclusion

Asking powerful NPS questions helps you measure customer satisfaction and uncover what truly matters. It’s more than a score. It is a guide to better decisions. Use your NPS surveys to set smart benchmarks and take meaningful action. The right question today can shape your customer experience tomorrow.