Net Promoter Score Questions

NPS Survey Questions

NPS survey questions help businesses measure customer loyalty and understand how likely customers are to recommend their brand. Use these Net Promoter Score question examples and follow-up prompts to build better customer feedback surveys with ZipSurvey.

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0–10 Rating Scale
NPS Best Practices
Follow-Up Questions

What makes a strong NPS survey?

  • One clear recommendation question
  • A simple 0 to 10 rating scale
  • A follow-up question to explain the score
  • Careful timing in the customer journey
  • Consistent tracking over time
  • Reporting that helps teams act on trends

What Is an NPS Survey?

NPS stands for Net Promoter Score. It is a widely used customer loyalty metric based on one core question: how likely a customer is to recommend your business, product, or service to someone else. The answer helps you group customers into promoters, passives, and detractors.

While the score itself is useful, the real value often comes from the follow-up comments. That is why the best NPS survey questions include both the rating question and an open-ended prompt that helps explain why the customer gave that score.

Keyword coverage for this page

  • NPS survey questions
  • Net Promoter Score question
  • NPS follow-up questions
  • Customer loyalty survey questions
  • How to write an NPS survey

The Main NPS Survey Question

The standard NPS question uses a 0 to 10 scale and should be asked as clearly as possible.

Standard NPS question

How likely are you to recommend our company, product, or service to a friend or colleague?

Best follow-up questions

  1. What is the main reason for your score?
  2. What did we do well?
  3. What could we improve?
  4. What nearly prevented you from giving a higher score?
  5. What would make you more likely to recommend us?

When to send an NPS survey

  1. After a customer has used your product for a meaningful period of time
  2. After onboarding is complete
  3. After a service cycle or support interaction
  4. Quarterly or semi-annually for ongoing relationship tracking
  5. At important milestones in the customer journey

How to Improve Your NPS Survey Results

  • Keep the survey short and easy to answer
  • Ask the NPS question at a relevant moment
  • Include one or two smart follow-up prompts
  • Segment results by customer type, plan, or journey stage
  • Review detractor feedback for recurring issues
  • Follow up on insights instead of just tracking the score

Why NPS surveys work

NPS surveys are popular because they are simple to send, easy for customers to answer, and consistent enough to track over time. The score provides a high-level signal, while the comments explain what is driving loyalty or dissatisfaction.

That combination makes NPS a useful part of a broader customer feedback strategy.

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Can ZipSurvey handle NPS surveys?

Yes. ZipSurvey can be used to build NPS surveys, customer satisfaction surveys, and other customer feedback forms with flexible questions and simple reporting.

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Frequently Asked Questions

The main NPS survey question is: How likely are you to recommend our company, product, or service to a friend or colleague on a scale from 0 to 10?
A strong follow-up question is: What is the main reason for your score? This gives important context behind the rating.
Many businesses send NPS surveys quarterly, semi-annually, or at key moments in the customer journey depending on the type of relationship they are measuring.
Yes. ZipSurvey can be used to create NPS surveys, customer satisfaction surveys, and related customer feedback questionnaires.

Build NPS Surveys with ZipSurvey

Create Net Promoter Score surveys, collect customer feedback, and turn customer loyalty insights into action.

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