← Customer experience
NPS (relationship)
The classic Net Promoter question with a "why", sent every quarter to all customers.
The questions
- 01How likely are you to recommend us to a friend or colleague?0–10 recommend
- 02What do you value most about us?commentonly if relevant
- 03What would make it a 10?commentonly if relevant
- 04What disappointed you?commentonly if relevant
- 05May we follow up with you?yes / no
- 06Your nameshort answer
- 07Your phone numberphone
- 08Your email, for a written replyemail
Questions appear only to the people they apply to: someone who rates you low is asked what went wrong.
More for customer experience
NPS after a purchase or visitNPS tied to one interaction, with the order or visit id from the link.CSAT after supportSent when a support ticket closes: satisfied? resolved? agent rating.Customer effort (CES)"How easy was it?" after sign-up, a payment, a return or a support request.Cancellation reasonWhy customers leave, and what might bring them back.Onboarding check-inA week or a month in: are new customers getting value, and what is in the way?Win/loss surveyAsk prospects why they chose you, or did not: price, features, trust, timing.