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Build and launch an interactive net promoter score (NPS) survey using this template. Learn about how customers feel, and act on their responses immediately.
Net promoter score (NPS) is the foundation for developing and improving customer satisfaction.
But to understand the benefits of NPS fully, we must first differentiate between its two distinct concepts:
Both are often referred to as NPS. However, each term refers to a different aspect of the net promoter score strategy:
Net promoter score is a percentage metric measuring customer experience and loyalty.
In short, NPS measures how many of the company’s customers are likely to recommend it to their family, friends, or colleagues.
NPS data - called the NPS score - reveals the percentage breakdown of customer experience and loyalty over time, dividing the customer base into three categories:
An NPS survey, on the other hand, is a strategy that allows you to determine the company’s net promoter score. In order to measure and track your net promoter score over time, you need to run an NPS survey.
An NPS survey asks customers two questions:
We refer to the first one as a “rating question.” It prompts a person to evaluate their likelihood of recommending a business to others using a scale of 0-10. Based on the person’s score, you can determine whether they are a promoter, passive, or a detractor of your brand.
The other question, however, has an open-ended form and is often customized to specific responders. We call it the “follow-up question.” Its goal is to uncover why a person scored a business the way they did.
Of the two, the first question is more critical in an NPS survey. In fact, you’ll find some brands skipping the follow-up, focusing only on uncovering the person’s score. However, the follow-up question can be a great way to receive feedback directly from your customers. It gives them an opportunity to tell you what you’re doing right and where you can make improvements.
Running an NPS survey requires dedicated survey software that allows you to:
Stonly is a dedicated survey tool with an elegant, easy-to-use NPS template built-in. Use it to launch an actionable NPS survey, learn more about your customer experiences, evaluate their loyalty, and use their feedback to drive better decisions.
(Note that aside from embedding the survey online, you can also use it in-app and share a link to it through email or live chat.)
The rating question inquires only about the likelihood of a referral from a person. Most companies use a simple template in their NPS surveys:
“On a scale of 0 to 10, how likely are you to recommend [BRAND or PRODUCT NAME] to a friend or colleague?”
Because of its simplicity, the question is easy for customers to answer and delivers meaningful feedback to the company about customer experience and loyalty.
Plus, you can customize it to your brand or the type of customer relationship.
For example, if you’re launching the survey right after a person has completed a purchase, you can reference that fact in the question:
“Based on your recent shopping experience with [BRAND or PRODUCT NAME], on a scale of 0 to 10, how likely are you to recommend it to a friend or colleague?”
Writing the follow-up question requires more planning.
First, the question takes an open-ended format, allowing you to inquire about the person’s perception of you and your products. Second, it pops up on screen right after the person has given their NPS score.
Because of that, the question allows you to dig deeper into their motivations and experiences.
However, to get meaningful insights, you must plan the question and focus on the right customer segment.
Most commonly, brands target passives and detractors. You want to know why those customers aren’t satisfied with your product or service or willing to recommend you.
Constructing the follow-up question around those issues will collect feedback to drive improvements around the business.
Here are some approaches you could take when writing follow-up NPS questions:
After a user gives a score, and maybe some additional feedback, companies usually thank them and send them on their way.
However, this is a missed opportunity to further engage an already-engaged customer. With Stonly, you can build different paths for users depending on how they answered.
Here are a few examples:
Looking for an NPS template to help you collect NPS feedback? Launch an actionable NPS survey in minutes with Stonly.
Build and launch an interactive net promoter score (NPS) survey using this template. Learn about how customers feel, and act on their responses immediately.
Net promoter score (NPS) is the foundation for developing and improving customer satisfaction.
But to understand the benefits of NPS fully, we must first differentiate between its two distinct concepts:
Both are often referred to as NPS. However, each term refers to a different aspect of the net promoter score strategy:
Net promoter score is a percentage metric measuring customer experience and loyalty.
In short, NPS measures how many of the company’s customers are likely to recommend it to their family, friends, or colleagues.
NPS data - called the NPS score - reveals the percentage breakdown of customer experience and loyalty over time, dividing the customer base into three categories:
An NPS survey, on the other hand, is a strategy that allows you to determine the company’s net promoter score. In order to measure and track your net promoter score over time, you need to run an NPS survey.
An NPS survey asks customers two questions:
We refer to the first one as a “rating question.” It prompts a person to evaluate their likelihood of recommending a business to others using a scale of 0-10. Based on the person’s score, you can determine whether they are a promoter, passive, or a detractor of your brand.
The other question, however, has an open-ended form and is often customized to specific responders. We call it the “follow-up question.” Its goal is to uncover why a person scored a business the way they did.
Of the two, the first question is more critical in an NPS survey. In fact, you’ll find some brands skipping the follow-up, focusing only on uncovering the person’s score. However, the follow-up question can be a great way to receive feedback directly from your customers. It gives them an opportunity to tell you what you’re doing right and where you can make improvements.
Running an NPS survey requires dedicated survey software that allows you to:
Stonly is a dedicated survey tool with an elegant, easy-to-use NPS template built-in. Use it to launch an actionable NPS survey, learn more about your customer experiences, evaluate their loyalty, and use their feedback to drive better decisions.
(Note that aside from embedding the survey online, you can also use it in-app and share a link to it through email or live chat.)
The rating question inquires only about the likelihood of a referral from a person. Most companies use a simple template in their NPS surveys:
“On a scale of 0 to 10, how likely are you to recommend [BRAND or PRODUCT NAME] to a friend or colleague?”
Because of its simplicity, the question is easy for customers to answer and delivers meaningful feedback to the company about customer experience and loyalty.
Plus, you can customize it to your brand or the type of customer relationship.
For example, if you’re launching the survey right after a person has completed a purchase, you can reference that fact in the question:
“Based on your recent shopping experience with [BRAND or PRODUCT NAME], on a scale of 0 to 10, how likely are you to recommend it to a friend or colleague?”
Writing the follow-up question requires more planning.
First, the question takes an open-ended format, allowing you to inquire about the person’s perception of you and your products. Second, it pops up on screen right after the person has given their NPS score.
Because of that, the question allows you to dig deeper into their motivations and experiences.
However, to get meaningful insights, you must plan the question and focus on the right customer segment.
Most commonly, brands target passives and detractors. You want to know why those customers aren’t satisfied with your product or service or willing to recommend you.
Constructing the follow-up question around those issues will collect feedback to drive improvements around the business.
Here are some approaches you could take when writing follow-up NPS questions:
After a user gives a score, and maybe some additional feedback, companies usually thank them and send them on their way.
However, this is a missed opportunity to further engage an already-engaged customer. With Stonly, you can build different paths for users depending on how they answered.
Here are a few examples:
Looking for an NPS template to help you collect NPS feedback? Launch an actionable NPS survey in minutes with Stonly.