\u201cFollowing our latest software update, how likely are you to recommend our brand to others?\u201d<\/p>\n

\u201cConsidering your experience with the newly added items in our menu, how likely are you to recommend our restaurant to others?\u201d<\/p>\n

\u201cConsidering our latest offers and loyalty program, how likely are you recommend our brand to others?\u201d<\/p><\/blockquote>\n

NPS\u00ae questions like these help understand customers\u2019 reactions to a certain business decision or update.<\/p>\n

It helps in understanding how effective a certain decision or update can be in gaining customer loyalty and new customers through referrals.<\/p>\n

<\/p>\n

B. Follow Up NPS\u00ae Questions<\/h2>\n

The great thing about an NPS\u00ae survey is that it allows you to ask your customers follow-up questions to dig deeper into why customers choose to give you a certain score.<\/p>\n

Follow-up questions can be both closed-ended (with answer choices to choose from) and open-ended to allow respondents to share their answers in their own words.<\/p>\n

You can add one or more follow-up questions depending on what you wish to understand from your customers. However, make sure to keep the survey short and easy for customers to take.<\/p>\n

Here are some follow-up NPS\u00ae questions that you can use in your surveys:<\/p>\n

1. What is the reason for the score you gave us?<\/h3>\n

This is a general open-ended NPS follow-up question that prompts participants to share what led them to rate you with the score they gave you.<\/p>\n

This is important since customers may have certain feedback that you might not have asked for.<\/p>\n

Therefore, with an open-ended question like this, customers can share exactly what it is that matters to them in continuing business with you.<\/p>\n

2. What was missing or disappointing in your experience with us?<\/h3>\n

Often customers may not proactively share a slightly negative experience, but that doesn\u2019t guarantee their loyalty. Such customers may choose a competitor over you the moment they know they\u2019d find a better experience.<\/p>\n

Therefore, by asking them this question, you would be able to encourage them to share what may be subconsciously bothering them.<\/p>\n

3. What can we do better to improve your experience?<\/h3>\n

This question is for Passive customers or audiences who may or may not continue business with you, depending on whether they come across a certain competitor who is doing better.<\/p>\n

It allows brands to capture challenges or opportunities for improvement before they start to drive customers away.<\/p>\n

It is also ideal for understanding challenges that Detractors come across and prioritizing them accordingly to meet customer expectations.<\/p>\n

4. What do you like\/dislike the most about our brand?<\/h3>\n

This can be a closed or open-ended question that can help you create a fresh content ideal for marketing and advertising.<\/p>\n

You can simply eliminate what customers don\u2019t prefer and add elements to your campaigns that customers actually look forward toalso post positive reviews as testimonials on your website to attract more customers.<\/p>\n

You can go through other Open-Ended Questions in our detailed article.<\/p>\n