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Best Practices for Using the NPS Question in Your Surveys

Elias Axelsson Björklund
3 min read
Customer Experience
Best Practices for Using the NPS Question in Your Surveys

The Net Promoter Score (NPS) is a widely used metric that measures customer loyalty by asking them how likely they are to recommend your company or product to a friend or colleague. Incorporating this powerful question into your surveys lets you gather valuable insights into customer satisfaction and experience. This article will explore some of the best practices for using the NPS question in your surveys to ensure you receive meaningful data that drives business improvements.

Understanding Net Promoter Score (NPS)

Before diving into best practices, it’s essential to understand what exactly an NPS is. The core idea behind it involves asking customers one simple yet crucial question:

“How likely are you to recommend our company/product/service to a friend or colleague?”

Customers rate their likelihood on a scale from 0 (not at all likely) to 10 (extremely likely). Based on their responses, customers are categorized as either promoters (9-10), passives (7-8), or detractors (0-6). The overall score is calculated by subtracting the percentage of detractors from promoters – resulting in a final number between -100 and +100.

NPS Best Practice

Implementing NPS – Best Practices

To make sure you’re maximizing the value of including an NPS question within your survey, consider implementing these survey best practices:

1. Be consistent with wording and placement

When using an NPS question across multiple surveys or touchpoints within your organization, ensure consistency both in terms of language and position within each survey. This helps maintain clarity while making comparisons more straightforward.

2. Offer open-ended follow-up questions

Allow respondents to elaborate on their NPS rating by including an open-ended follow-up question. This helps uncover the reasons behind their score, offering insights into what your company is doing well and where improvements can be made.

3. Choose the right timing

Selecting the appropriate moment to ask for feedback is essential. Avoid sending surveys immediately after a negative experience or when customers may not have had enough time to form an opinion about your product or service.

4. Keep it short and simple

A lengthy survey can lead to lower response rates, as customers are less likely to complete them. By focusing on core questions – including the NPS question – you’re more likely to receive valuable responses that accurately reflect customer sentiment.

5. Monitor trends over time

Track changes in your NPS over time, enabling you to identify patterns and make data-driven decisions based on long-term trends rather than individual results.

6. Act upon feedback received

It’s crucial not just gathering customer feedback but also acting upon it; otherwise, all effort goes in vain! Use insights from your NPS responses (both quantitative scores and qualitative comments) for continuous improvement of products/services/experiences provided by your organization.

By incorporating these best practices into your survey design process, you’ll maximize the value derived from using the Net Promoter Score question within your surveys—ultimately helping drive improved experiences for current and future customers.

Questback offers comprehensive solutions designed specifically for organizations seeking meaningful customer feedback by implementing effective NPS-based initiatives mentioned above – reach out today to learn how we help improve decision-making processes across various industries worldwide!


Try our NPS Calculator here


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