NPS Follow-up Questions Survey

This NPS Follow-up Questions Survey template is a survey for companies who want to gather additional feedback from customers who have provided a Net Promoter Score (NPS) rating. After collecting the NPS rating, this survey helps to dig deeper into the reasons behind the rating and gather valuable insights. Customize this template to ask specific follow-up questions based on your business needs.

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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:

  1. 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.
  2. Use the feedback gathered to identify areas for improvement. Analyze the responses to identify common themes and take action to address customer concerns.
  3. 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:

  1. How likely are you to recommend our company to a friend or colleague?
  2. If the NPS rating is 6 or below, ask for more details about the issue encountered.
  3. If the NPS rating is 9 or above, ask if the customer would be willing to leave a public review.
  4. If the customer is willing to leave a review, provide a space for them to share their review.
  5. Ask if the customer support team resolved the issue effectively.
  6. 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.

Frequently asked questions

Can I customize the follow-up questions?

Yes, you can customize the follow-up questions to best fit your business needs. The template provides a starting point, but feel free to modify or add questions to gather the specific feedback you require.

What should I do with the feedback collected?

Use the feedback collected to identify areas for improvement and address customer concerns. Analyze the responses to identify common themes and take action to enhance the customer experience.

Should I follow up with customers who provided negative feedback?

Yes, it is important to follow up with customers who provided negative feedback. Use the contact information collected to reach out and resolve any issues they encountered. Show them that their feedback is valued and take steps to turn a negative experience into a positive one.

Can I add more questions to the survey?

Definitely! The template provides a starting point, but feel free to add more questions to gather additional insights. Just ensure that the questions are relevant to the customer experience and provide valuable feedback for your business.

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