NPS questions after a support conversation

After a support conversation, people rate two things at once: the help they got and the problem that made them ask for it. A customer can be grateful to an excellent agent and still give a low score, because the bug that sent them to support is still there.

A support survey therefore needs one question that separates the two, so the support team learns about its own work and the product team learns about the problems that keep sending people to support.

Questions to ask

After this conversation, how likely are you to recommend [Company] to a friend or colleague?
Names the conversation so the answer leans on it, while keeping the standard recommendation question so the scores stay comparable with your other surveys.
Was your problem solved?
A yes or no next to the rating. It is the question that separates the help from the problem: low scores with a "no" are mostly about the product or the process.
Was the help you received quick and clear?
Asks about the support team's own work: response time and clarity are the parts an agent can actually change.
What would have made this conversation better?
For middle scores. Answers range from "an answer on the first reply" to "a link to the right article", which is concrete input for the support team.
What did our team do well this time?
For promoters. Share the answers with the people they mention; specific praise from a customer is rare and keeps a support team going.

Route the answers to the right team

Send comments about the help to the support team and comments about the problem to the people who own that part of the product. When the same problem keeps appearing in tickets and low scores, it belongs on the product backlog, not in a support macro.

Do not reward the score

Never let agents ask customers for a good rating, and do not tie individual pay to the score. Both turn the survey into a negotiation and make the numbers useless for finding real problems.

Survey after the ticket is closed, not while it is still open, and only once per ticket. A customer whose ticket was reopened should not receive a second survey about the same issue.

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

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

Should I use NPS or CSAT after a support ticket?

A satisfaction question rates the conversation itself; NPS rates the effect of the conversation on the relationship. Many teams ask the satisfaction question after every ticket and NPS on a sample.

What if the customer liked the agent but gave a low score?

That usually means the underlying problem was not solved or keeps coming back. Use the "Was your problem solved?" answer to tell the two apart and route it to the product.

Should the agent see the customer's score?

Yes for coaching, through their lead, but not in a way that tempts them to influence ratings. Share the comments, which are more useful than the number.

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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