Dive into 51 NPS Follow Up Question Examples

Sep 10, 2024

7 mins read

Manisha Khandelwal

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Are you fully leveraging the potential NPS follow up questions?

Many businesses gather Net Promoter Score data, but only a few truly harness the power of this simple and powerful CX metric to gain deeper insights. And to do that the first step is to add follow up questions in your NPS survey!

When you ask and include follow up open-ended questions in your NPS survey you allow your customers to explain their experience and express themselves better. This insight helps you understand your customers’ pain points, expectations, and needs better, enhancing your customer relationship, and experience, and reducing customer churn.

But what NPS follow up question should you ask?

Let’s find out, along with some tips to create the most appropriate follow up question for each category of respondents.

Let’s get started.

What is the NPS Follow-Up Question?

An image showing NPS follow up question created on SurveySensum

An NPS follow-up question enables your customers to share their experiences clearly, allowing you to gain deeper, more actionable insights into their pain points and expectations.

After a customer rates your product or service on the NPS scale, the follow-up question helps you understand the WHY behind their rating. This key step further identifies whether they are promoters, passives, or detractors. By obtaining nuanced, qualitative data through this method, you can make informed strategic decisions that drive continuous improvement and enhance customer satisfaction and retention.

For example, if a customer rates between 9-10 and is a promoter, you can ask – What do you love most about our service? → For detractors, a follow-up question could be – What can we do to improve your experience?

These NPS survey questions help you turn general feedback into actionable insights, making your NPS data far more valuable.

That being said, let’s have a glance at the follow-up question examples for each category here.

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NPS Follow-Up Question Examples for Promoters

NPS follow-up questions for promoters are designed to help you understand what your customers love about your product or service.

Most of your promoters have the potential to become your brand advocates. They are the ones who are most happy with your services and are likely to recommend you to others. But it’s imperative to understand what they like so that you can escalate and market that!. To know what makes their experience so happy, you can ask the following NPS follow up questions:

Questions To Ask:

What do you love most about our product/service?
Which feature do you find the most valuable?
How has our product/service improved your work?
What specific problem does our product/service solve for you?
Why would you recommend our product/service to others?
What makes our product/service stand out from the competition?
What motivated you to give us a high rating?
Can you share an example of a time when our product/service exceeded your expectations?
How do you feel when using our product/service?
What benefits have you experienced since using our product/service?
What specific aspect of our product/service do you find most user-friendly?
How does our product/service fit into your daily routine?
What would you tell someone who is considering using our product/service?
What feature do you find yourself using the most?
What do you think of our company’s values and mission?
What would you miss the most if you stopped using our product/service?
What’s the one thing we should never change about our product/service?

Now comes the second category: Passive. Let’s look at the follow-up question examples.

NPS Follow-Up Question Examples for Passives

NPS follow-up questions for passives are designed to help you understand the customers who rate you a 7 or 8 on the NPS scale. They are neither unhappy nor entirely happy with the experience.

These customers are satisfied but not enthusiastic enough to promote your product or service. They aren’t dissatisfied, but they also aren’t as loyal as promoters. You can ask the follow-up questions to dive into what’s holding them back from becoming promoters and what improvements you can make to enhance their experience:

Questions To Ask:

What do you think is the main reason you rated us a 7 or 8?
What could we do to turn your experience from good to great?
What small improvement would make a big difference for you?
What one thing would make you more likely to recommend us?
How can we better align with your expectations?
What features do you think we should focus on improving?
What’s one thing that could make your experience with us better?
How does our product/service compare to your ideal solution?
What could we do to earn a 9 or 10 rating from you?
What did you find lacking in your experience with us?
How do you feel about the value you’re getting for the price?
What would make you feel more confident in recommending us?
What would make you choose us again for future needs?
How do you feel about the consistency of our product/service?
What aspect of our product/service do you think is just average?
What could we do to make our service more reliable for you?
How could we make your interactions with our support team better?

After the passive category, comes the Detractors. Let’s have a look at what follow up questions you can ask them here.

NPS Follow-Up Question Examples for Detractors

NPS follow-up questions for detractors are designed to understand unhappy customers who rate you between 0-6 on the NPS scale.

These customers are dissatisfied with your product or service and are likely to share bad word of mouth and churn. To avoid that, you must ask the right follow-up questions:

Questions To Ask:

What was the most disappointing aspect of your experience with us?
How did our product/service fail to meet your expectations?
What led you to rate us so low?
How do you feel about the quality of our product/service?
What specific issue made you unhappy with our service?
What is the one thing that would have made your experience better?
What part of our service did not work as expected?
How can we make amends for the issues you faced?
What do you see as the biggest flaw in our product/service?
What would it take for you to give us another chance?
What’s the one thing that frustrated you the most?
How can we prevent this issue from happening again?
What expectations did we not live up to?
What made you choose us initially, and how did we disappoint you?
What could we do to regain your trust?
How can we make our product/service more aligned with your needs?
What final thoughts do you have on how we could improve?

With these questions, you can identify the pain points that led to their dissatisfaction and take actionable steps to address these issues, turning a negative experience into a positive one.

Conclusion

Understanding customer feedback through NPS follow-up questions significantly boosts your business. By analyzing the responses from promoters, passives, and detractors, you gain valuable insights into what your customers truly think about your product or service.

To take your analysis further, consider using NPS software. This customer feedback tool streamlines survey design and leverages AI text analytics software to provide deeper insights into your NPS qualitative insights. With this tool, you can easily understand the sentiments behind your customers’ feedback and address their concerns more effectively. This means more accurate analysis and more strategic improvements based on real, actionable data.