About NPS Follow-up Questions Survey Template
The NPS Follow-up Questions Survey template is designed to gather additional feedback from customers who have provided a Net Promoter Score (NPS) rating. While the NPS rating gives an overall measure of customer loyalty and satisfaction, this follow-up survey allows businesses to dig deeper and understand the reasons behind the rating.
Maximizing the Potential of the NPS Follow-up Questions Survey
To make the most of this template, consider the following tips:
- Customize the follow-up questions based on your business needs. Tailor the questions to gather insights that are relevant to your industry and specific customer experience.
- Use the feedback gathered to identify areas for improvement. Analyze the responses to identify common themes and take action to address customer concerns.
- Follow up with customers who provided negative feedback. Use the contact information collected to reach out and resolve any issues they encountered, turning a negative experience into a positive one.
NPS Follow-up Questions
The NPS Follow-up Questions survey includes the following questions:
- How likely are you to recommend our company to a friend or colleague?
- If the NPS rating is 6 or below, ask for more details about the issue encountered.
- If the NPS rating is 9 or above, ask if the customer would be willing to leave a public review.
- If the customer is willing to leave a review, provide a space for them to share their review.
- Ask if the customer support team resolved the issue effectively.
- Rate the quality of our service using a star rating.
Feel free to customize the questions or add additional ones to gather more specific feedback from your customers.