NPS Survey is undoubtedly one of the widely adopted survey techniques adopted by companies. Based on research done by Lumoa, NPS is used by 65% of the surveyed firms in comparison to other customer experience KPIs such as CSAT (Customer Satisfaction), Churn rate, CES (Customer Effort Score), etc.
Essentially NPS surveys consist of two questions – one quantitative question based on rating and one qualitative question that delves into the reason behind the rating. The quantitative question is allows you to keep track of the score over time; however, the qualitative question is the one that gets the Voice of Customer (VoC).
According to SurveySparrow, a high NPS score means the business has more promoters and lower NPS suggests the business might get impacted by the high number of detractors or passives. Hence, a higher score is always paramount to ensure better customer lifetime value and new business via referrals network.
If you ask the proper NPS questions you can get a constant pulse on customer satisfaction and correct understanding of the perception people have about your products and services. If you select the proper NPS template and best survey tools you will make a better impact.
Here are the 10 best survey questions for the NPS survey that can be used to get meaningful insights from your clients.
1. How likely are you to recommend this company to your friends and colleagues on a scale of zero to ten?
This is a classical NPS survey question and if you are just beginning with NPS surveys if will be a good idea to use this query. It is designed to understand customer satisfaction with the company. There are many benefits to asking this question.
Firstly, it establishes communication with the customer and provides them an opportunity to speak their mind. It is a kind of ice breaker. It also can provide feedback about the overview of the company and might provide an insight into problems that you are not aware of.
2. What are the chances that you will recommend (product/service name) to a friend or colleague?
The first question is simple and easy to comprehend and will let the business know the quantitative ratings. But it is not as specific as the one above. When you are looking for feedback on a specific product or service as opposed to the whole business you need to ask question number 2. This will shift the focus of the feedback from the company to a specific product or service.
3. What are the chances that you will recommend this (company name) as a good workplace to your friends and relatives?
Although improving customer satisfaction is the top priority for a business there is another major concern to address. That is keeping the employees satisfied. Satisfied employees are the ground for high-performance from a team and lead to greater profits and better overall customer experience. This employee NPS information is critical for any business because the unsatisfied employees rarely speak up regarding main issues.
4. Based on your recent purchase of our (product/service) how likely are you to suggest this company to your friends or colleagues?
NPS surveys are extremely popular for versatility. This particular question may be used in the form of a transactional survey. It is asked to know the customer experience immediately after the completion of a transaction or event.
For instance, at the time of placing an order, post-purchase, or booking tickets. This query allows you to determine the overall experiece of the customer in regards to a specific event or transaction.
5. What was disappointing or missing from your buying experience with us?
It is a great question that encourages the customers and users to discuss the product and services they did not like. Remember, constructive criticism is extremely valuable for any business and by getting the customers to offer it you will know about it.
Most people hesitate to provide a negative review at the time of the surveys. This question tells them that it is fine to point out the flaws while using the product. The question is framed in such a way that they know you are looking to improve your services.
6. How should we improve your buying experience?
When a customer has left a negative rating, you can use this question as a follow up to get practical suggestions about things you can do to take the product and services to another level.
You will know exactly what is required from the detractors to get the service back on track. This is a good opportunity to prioritize the issues and provide opportunities for improvement based on the information.
7. Which features of the product is most useful to you?
When you are offering a product with several features, this query will allow you to collect valuable insight into the features valued by your customers.
This kind of campaign is extremely beneficial for the product team. The data collected as a result of asking this question can be used to prioritize the features during the updates. NPS is a good guidance metric while using a product roadmap.
8. What do you like the best or least about the product or the company?
This query is extremely useful because it lets you get a feeling of the customer experience after their use of the product or service. The question can be customized easily to accommodate both detractors and promoters of the company.
You can ask them what they liked the most and least about your business and this will let you know what is working out for them and you can tweak things in a better manner to serve them better. If you ask a sufficient number of people this question will provide several angles for advertising and marketing campaigns.
You can get specific answers from the passive customers about what they don’t like about the product or service.
9. Is there something we can do to make you happy?
One of the most valuable things related to the NPS surveys is that it offers a business an opportunity to close the feedback by making the customers happy. This query is necessary for showing to your buyers that you care about their success while using the product.
The information collected from the answers can be used for developing a great relationship with your customers. It is a decisive query, especially with the detractors. If you can act quickly on the feedback and offer a solution to the customers you might be able to turn these passive customers into promoters.
10. What can we do to get you to say “Wow”?
It is a great way of getting some shocking replies from your customers. Many people will say things that they deem impossible. This will allow you to collect some terrific business ideas and it might surprise you.
There is a psychological secret to the query and that is, it is fun. This takes the focus on the customer rather than on the company which the primary objective of the survey.
We covered some interesting ideas around framing NPS survey questions and explored when they are contextually apt. Now, it’s time for you to start your survey campaign.
That said, do you have favorite questions that you’d like to mention? What are some of the questions that gave you the best results?
Share your wisdom in the comments section!
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