Net Promoter Score is one question — how likely are you to recommend us, from 0 to 10 — but the score alone tells you little. The follow-up questions below explain it, and the context questions let you see which customers are happy and which aren't.
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The NPS question
Follow-up questions
Context
Relationship
4 questions selected
Tips for a better NPS survey
Scores of 9–10 are promoters, 7–8 passives and 0–6 detractors. NPS is the % of promoters minus the % of detractors.
Ask the same way every quarter and watch the trend rather than any one number.
Read the detractors' reasons first — and reply to them. A fast reply can turn a 4 into a 9.