NPS question bank

NPS survey questions, by survey type and by use case

A Net Promoter Score survey is short on purpose: one rating question, one open question, and a thank-you. The rating question barely changes from company to company. What changes is everything around it: who you ask, at which moment, how you name the thing being rated, and which follow-up you show for each answer.

This question bank collects the wording we would use ourselves, sorted by the kind of survey you are running and by the moment you are asking in. Each page explains why a question is phrased the way it is, what to avoid, and what to do with the answers, and the template gives you a complete survey to copy.

The core questions

How likely is it that you would recommend [Product] to a friend or colleague?
The standard wording. Keep it when you want your score to be comparable over time and with published benchmarks; change only the product or company name.
How likely are you to recommend [Product] to someone in your role?
A variant for tools used at work, where "a friend" sounds odd. It still asks about a recommendation, so the answers keep their meaning.
What is the main reason for your score?
The neutral open question that works after any rating. Use it when you show one follow-up to everybody instead of one per group.
May we follow up with you about your answer?
An optional yes or no at the end. It turns a comment into a conversation, and it keeps you from contacting people who only wanted to leave a score.

Every page of the question bank

By survey type

NPS follow-up questions for every answer group
The open question after the rating is where the reasons are. Wording for detractors, passives and promoters, and the follow-ups to avoid.
Relationship NPS questions
Questions for the periodic survey about the whole relationship with your company, not one interaction, and how often to send it.
Transactional NPS questions
Wording for the survey you send right after one interaction, so the answer is about that moment and not about everything else.
In-app NPS survey questions
Wording for an NPS survey shown inside your product as a small card, plus when to show it and who should not see it.

By use case

NPS questions for SaaS products
For software products: who to ask (users or the person who pays), wording for each, and how to connect answers to features and plans.
NPS questions after onboarding
For the end of onboarding: what a new customer can judge, follow-ups about setup and first results, and the right moment to ask.
NPS questions after a support conversation
For the survey after a ticket or chat closes: how to separate the help someone got from the problem that brought them, and what to ask next.
B2B NPS questions
For business customers with several people per account: who to ask, wording by role, and how to read several answers from one company.
NPS questions after a feature release
For the weeks after a release: how to ask whether the change mattered, who should see the survey, and how to tell the people who asked for it.

Template

NPS survey template
A complete survey in plain text: invitation, rating question, a follow-up for each group, thank-you messages and an optional reminder, ready to paste into any survey tool.

How to pick the right page

Start with the survey type. A relationship survey asks about the whole product at a regular interval; a transactional survey asks right after one interaction; an in-app survey asks inside the product, while people are using it. The wording differs a little for each, and the follow-ups differ a lot.

Then look at the moment. Asking after onboarding, after a support conversation or after a release measures different things, and each page lists the questions that fit that moment and the mistakes that skew its answers.

What not to change

Keep the eleven-point scale from 0 to 10 and keep its end labels. Changing the scale or the order of the options makes your score impossible to compare with your own past results. Ask the rating first and the open question second, so the follow-up asks about the score the respondent has just chosen.

How the answers are scored

Answers of 9 or 10 count as promoters and answers from 0 to 6 as detractors; the Net Promoter Score is the percentage of promoters minus the percentage of detractors.^{Source [1]} What counts as a good score depends on the industry and the survey method: see thecited NPS benchmarks.

Keep going

Copy the complete NPS survey template

Answers to the follow-up question are often feature requests. On afeedback board they are counted with everyone else’s requests, and the people who asked hear when they ship.

Frequently asked questions

What is the standard NPS question?

"How likely is it that you would recommend [Product] to a friend or colleague?", answered on a scale from 0 (not at all likely) to 10 (extremely likely). Most surveys follow it with one open question about the reason for the score.

How many questions should an NPS survey have?

Two is enough for most surveys: the rating and one open follow-up. Add a third only if you will act on it, such as permission to contact the person about their answer.

Can I change the wording of the NPS question?

You can change the name of what is being rated and, for work tools, "friend or colleague" to someone in the person's role. Keep the scale and the idea of a recommendation, or the result is no longer a Net Promoter Score.

Sources

Bain & Company, “Measuring Your Net Promoter Score”: www.netpromotersystem.com/about/measuring-your-net-promoter-score/, retrieved 2026-10-25.

Net Promoter, NPS and Net Promoter Score are trademarks of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.

Ask these questions with UpVoiced

UpVoiced is adding NPS and CSAT microsurveys to its widget; they are coming soon and not available yet. Its feedback board, roadmap and changelog are in development, and you can try them on a fictional demo.

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