Why ask a follow‑up after the main NPS score?

Because a numeric score (0–10) alone doesn’t explain why a customer feels that way. A single open‑ended follow‑up reveals their motivations and sentiment for deeper insights.

What follow‑up question should I ask detractors?

Something like: “What can we do to improve your experience?” asks for actionable feedback from dissatisfied customers.

What’s a good follow‑up for promoters?

Ask: “What do you love most about our product/service?” to discover strengths and possible referral opportunities.

What about passives (scores 7–8)?

Try: “What could we do to earn a 9 or 10 from you?” This helps identify small changes that might turn them into promoters.

How many questions should I include?

Keep it super short—a max of two questions (the NPS rating + one relevant follow‑up) per respondent to avoid survey fatigue.

Should follow‑ups be tailored by score group?

Yes! Use different open-ended questions for detractors, passives, and promoters to get context-specific feedback that feels relevant.

NPS

15 Working NPS Follow-Up Questions That Get The Job Done!