NPS tells you how likely customers are to recommend you. The follow‑up question tells you why. The goal isn’t more comments—it’s clearer drivers you can act on.
NPS follow-ups work best when they feel relevant to the score someone just gave—promoters get “what do you love?”, passives get “what would improve it?”, and detractors get “what should we fix?”.
Use this when you want to keep setup minimal or your sample size is small.
Follow‑up: “What is the primary reason for your score?”
Alternate: “Why did you choose this score?”
Promoters are your advocates—learn what value they’re getting so you can scale it.
“What do you love most about our product/service?”
“Which feature is most valuable to you?”
“What’s the main reason you’d recommend us?”
Optional: “Would you be open to leaving a review?”
Passives are often “fine, but not thrilled”—they’re the easiest segment to convert with small improvements.
“What could we do to earn a 9 or 10 from you?”
“What’s one thing we could improve?”
“What’s missing or not working as you expected?”
Detractors are telling you where the experience breaks; ask directly what to fix and what “good” would look like.
“We’re sorry to hear that—what would you like us to improve?”
“What specific improvements would you like to see?”
“What was the biggest issue with your experience?”
If you need operational clarity, add one quick multiple-choice “what area?” question before the open-text driver.
“Which area most influenced your score?” (Product / Pricing / Support / Delivery / Ease of use / Other)
Follow‑up: “Tell us more about what happened.”
Several NPS guides recommend showing different follow-ups based on score segment to improve relevance and insight quality.
Logic rules