What is a good NPS score?

NPS scores vary significantly by industry. While the theoretical range is -100 to +100, most companies fall between 0 and 50. Technology companies average around 30-40, while telecommunications and airlines typically score lower. Rather than fixating on an absolute 'good' score, focus on improving your score over time and comparing yourself to industry benchmarks.

How often should I send NPS surveys?

For relationship NPS, quarterly or bi-annual surveys are typically sufficient for most businesses. For transactional NPS, send surveys 1-7 days after specific interactions. The optimal frequency depends on your customer journey, purchase frequency, and the nature of your business. Test different frequencies and monitor response rates to find your ideal cadence.

Should I offer incentives for completing NPS surveys?

While incentives can increase response rates, they may also introduce bias. Small, non-monetary incentives like access to content or minor account upgrades typically work best. If you do offer incentives, ensure they don’t primarily appeal to a specific segment of your audience, which could skew your results.

How many follow-up questions should I include in my NPS survey?

Keep your survey focused. One to two follow-up questions is optimal for most NPS surveys. The primary follow-up should be an open-ended question asking why the respondent gave their particular score. Additional questions should be strategic and directly related to improving the customer experience.

How can I improve my response rate for NPS surveys?

To improve response rates: - Keep surveys short and mobile-friendly - Use personalized survey invitations - Send surveys at optimal times (Tuesday-Thursday mornings typically perform best) - Clearly communicate the time commitment (under 2 minutes) - Show a progress bar for multi-question surveys - Follow up with one reminder 2-3 days after the initial invitation

NPS

11 NPS Best Practices to Follow in 2025