[{"data":1,"prerenderedAt":555},["ShallowReactive",2],{"content:blog:\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers":3,"content:blog:list:posts":386,"content:data_authors:list:rows":551},{"id":4,"title":5,"author":6,"body":7,"canonical":343,"category":344,"date":345,"description":346,"draft":347,"extension":348,"faq":349,"image":365,"imageAlt":366,"keyword":367,"locale":368,"meta":369,"navigation":370,"noindex":347,"og":343,"path":371,"readingTime":343,"seo":372,"sources":373,"stem":380,"tags":381,"updated":345,"video":343,"__hash__":385},"blog\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.md","15 NPS follow-up questions that get real answers","farsad",{"type":8,"value":9,"toc":330},"minimark",[10,14,17,22,34,40,50,56,65,69,72,94,98,101,128,132,135,162,166,169,196,204,208,211,229,232,236,274,282,286,323,327],[11,12,13],"p",{},"The best NPS follow-up question is one open question that asks why: \"What is the main reason for your score?\" Ask it right after the 0 to 10 rating, keep it optional, and read every answer.",[11,15,16],{},"The score tells you how people feel. The follow-up tells you why. Below are 15 questions to copy, after a few rules.",[18,19,21],"h2",{"id":20},"before-you-pick-a-question","Before you pick a question",[11,23,24,28,29,33],{},[25,26,27],"strong",{},"Start with one question."," Polling.com recommends one targeted follow-up to begin with, and a second only if you need more detail. ",[30,31],"cite-ref",{"n":32},"1"," Long surveys reduce completion.",[11,35,36,39],{},[25,37,38],{},"Ask the score first."," Put the 0 to 10 question first and the open question straight after it, while the number is fresh.",[11,41,42,45,46,49],{},[25,43,44],{},"Show each group its own question."," With survey branching, promoters, passives and detractors each see the follow-up that matches their score. Polling.com suggests this. ",[30,47],{"n":32,"k":48},"2"," If your tool cannot branch, ask everyone the same neutral question.",[11,51,52,55],{},[25,53,54],{},"Keep the wording short and neutral."," Do not hint at the answer you hope for. Polling.com gives a weak example: \"How much did you enjoy our excellent customer support?\" It assumes the person enjoyed it.",[11,57,58,61,62,64],{},[25,59,60],{},"Acknowledge the score."," InMoment suggests that, for passives and detractors, the wording can acknowledge the lower rating before it asks for more. ",[30,63],{"n":48}," A line such as \"Thanks for being honest\" can help the question feel more natural to answer.",[18,66,68],{"id":67},"questions-for-everyone-3","Questions for everyone (3)",[11,70,71],{},"Use these when you cannot vary questions by score.",[73,74,75,82,88],"ol",{},[76,77,78,81],"li",{},[25,79,80],{},"What is the main reason for your score?"," The simplest follow-up. It works for any number.",[76,83,84,87],{},[25,85,86],{},"What is the one thing we could change to improve your experience?"," It asks for one thing, so answers are short and specific.",[76,89,90,93],{},[25,91,92],{},"Is there anything else you want us to know?"," A catch-all for a longer survey. It often surfaces topics you did not think to ask about.",[18,95,97],{"id":96},"questions-for-promoters-4","Questions for promoters (4)",[11,99,100],{},"Promoters answered 9 or 10. Ask what works and why.",[73,102,104,110,116,122],{"start":103},4,[76,105,106,109],{},[25,107,108],{},"What do you value most about us?"," It points to the strength people notice first.",[76,111,112,115],{},[25,113,114],{},"Which part of your experience went better than you expected?"," Surprise shows where you beat the picture in their head.",[76,117,118,121],{},[25,119,120],{},"What would you tell a friend who is thinking about using us?"," The answer is close to the words the person would use to recommend you.",[76,123,124,127],{},[25,125,126],{},"Would you be open to sharing your experience as a short quote?"," Ask only when you are ready to follow up, and get permission before you use anyone's name or words in public. Polling.com says the same.",[18,129,131],{"id":130},"questions-for-passives-4","Questions for passives (4)",[11,133,134],{},"Passives answered 7 or 8. They could leave without a word. These questions look for the gap between \"fine\" and \"great\".",[73,136,138,144,150,156],{"start":137},8,[76,139,140,143],{},[25,141,142],{},"What would make you more likely to recommend us?"," It asks for the missing piece, in the person's words.",[76,145,146,149],{},[25,147,148],{},"What did you expect that we did not deliver?"," It finds the gap between what you promised and what they got. Polling.com lists a similar question for passives.",[76,151,152,155],{},[25,153,154],{},"Which part of the product or service could work better?"," It points to a part of the experience to improve.",[76,157,158,161],{},[25,159,160],{},"What one change would improve your experience?"," Like question 2, it asks for a single change, so answers are easy to compare.",[18,163,165],{"id":164},"questions-for-detractors-4","Questions for detractors (4)",[11,167,168],{},"Detractors answered 0 to 6. They are the most likely to leave. Ask only for what you will act on.",[73,170,172,178,184,190],{"start":171},12,[76,173,174,177],{},[25,175,176],{},"What was the biggest problem you ran into?"," It puts the problem in their words and invites a story.",[76,179,180,183],{},[25,181,182],{},"What could we have done differently?"," It is open and does not blame. Polling.com includes this one for detractors.",[76,185,186,189],{},[25,187,188],{},"Was there a specific moment that affected your score?"," It finds the exact step that went wrong, which is easier to fix than a general feeling.",[76,191,192,195],{},[25,193,194],{},"Would you like someone from our team to contact you about this?"," Use it only if someone will call or write back, and respect a \"no\". Polling.com suggests handling contact requests carefully.",[197,198,201],"callout",{"title":199,"type":200},"Let people say no","tip",[11,202,203],{},"Keep the comment box optional and the contact question a choice. People answer more honestly when they control what happens next.",[18,205,207],{"id":206},"how-to-word-your-own","How to word your own",[11,209,210],{},"If none of the 15 fits, write your own with this checklist:",[212,213,214,217,220,223,226],"ul",{},[76,215,216],{},"It asks about one thing.",[76,218,219],{},"It is neutral, with no hint of the answer you want.",[76,221,222],{},"It uses your customers' words, not your team's.",[76,224,225],{},"You know what you will do with the answer.",[76,227,228],{},"A person can answer in a sentence on a phone.",[11,230,231],{},"Test it on two or three colleagues first. If they ask \"what do you mean?\", reword it.",[18,233,235],{"id":234},"what-to-do-with-the-comments","What to do with the comments",[73,237,238,244,256,262,268],{},[76,239,240,243],{},[25,241,242],{},"Read them all."," With fewer than a few hundred, read every one.",[76,245,246,249,250,255],{},[25,247,248],{},"Sort them into themes."," Common themes are price, speed, support, ease of use and missing features. Here is ",[251,252,254],"a",{"href":253},"\u002Fblog\u002Fopen-ended-survey-questions-examples","a way to sort comments alone",".",[76,257,258,261],{},[25,259,260],{},"Count each theme."," A theme mentioned by ten people matters more than a vivid story from one.",[76,263,264,267],{},[25,265,266],{},"Compare by group."," Detractors often talk about different things than passives, and the difference shows where to focus.",[76,269,270,273],{},[25,271,272],{},"Pick one thing to fix and say so."," Telling customers you changed something they raised is the best reason for them to answer next time.",[11,275,276,277,281],{},"Reply quickly to detractors who asked for contact. Our guide on ",[251,278,280],{"href":279},"\u002Fblog\u002Fwhat-is-a-good-nps-score","what a good NPS score looks like"," explains how to read the number itself.",[18,283,285],{"id":284},"common-mistakes","Common mistakes",[212,287,288,294,300,306,312],{},[76,289,290,293],{},[25,291,292],{},"Asking too many questions."," Each extra question costs you some answers.",[76,295,296,299],{},[25,297,298],{},"Making the comment required."," You get filler text, or people leave.",[76,301,302,305],{},[25,303,304],{},"Leading the witness."," A question that hints at praise gets praise and teaches you nothing.",[76,307,308,311],{},[25,309,310],{},"Asking and going quiet."," If you never act, people stop answering.",[76,313,314,317,318,322],{},[25,315,316],{},"Asking too often."," Our guide on ",[251,319,321],{"href":320},"\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people","asking for feedback without annoying people"," shows how to set gaps.",[18,324,326],{"id":325},"where-pulseri-fits","Where Pulseri fits",[11,328,329],{},"Pulseri sends NPS surveys to the right people on a schedule or when something happens, and shows the score over time with the comments behind it. Comments are tagged with themes, so you can see what people mention most. You can also set a rule such as \"score 6 or lower\" and send it to a person on your team, so a detractor hears back the same day. Start with the one question that asks why, and add more only when you need them.",{"title":331,"searchDepth":332,"depth":332,"links":333},"",2,[334,335,336,337,338,339,340,341,342],{"id":20,"depth":332,"text":21},{"id":67,"depth":332,"text":68},{"id":96,"depth":332,"text":97},{"id":130,"depth":332,"text":131},{"id":164,"depth":332,"text":165},{"id":206,"depth":332,"text":207},{"id":234,"depth":332,"text":235},{"id":284,"depth":332,"text":285},{"id":325,"depth":332,"text":326},null,"Scores and metrics","2026-10-15","Fifteen follow-up questions for promoters, passives and detractors, plus how many to ask, how to word them and what to do with the comments you get.",false,"md",[350,353,356,359,362],{"q":351,"a":352},"What is an NPS follow-up question?","It comes right after the 0 to 10 score and asks the person to explain the number in their own words. You learn what to keep doing and what to fix.",{"q":354,"a":355},"How many follow-up questions should I ask?","Start with one. Add a second only if you need more detail and will use the answer. Longer surveys lose people before they finish.",{"q":357,"a":358},"Should every score get the same follow-up?","Not always. Many tools let you ask promoters, passives and detractors a different question. If yours cannot, ask everyone \"What is the main reason for your score?\"",{"q":360,"a":361},"Should the follow-up be required?","Keep it optional. A required box leads some people to type filler or skip the survey. People who care will write.",{"q":363,"a":364},"What do I do with the comments?","Read them, sort them into a few themes and count how often each comes up. Reply to people who asked for a reply, and tell customers when you fix something they raised.","\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers.webp","The number 15 beside three black dots for everyone and three columns of four red, grey and green dots","NPS follow-up questions","en",{},true,"\u002Fblog\u002F15-nps-follow-up-questions-that-get-real-answers",{"title":5,"description":346},[374,377],{"title":375,"url":376,"retrieved":345},"NPS Follow-up Questions for Promoters, Passives, and Detractors (Polling.com)","https:\u002F\u002Fblog.polling.com\u002Fnps-follow-up-questions\u002F",{"title":378,"url":379,"retrieved":345},"How and why you should customize the NPS follow-up question (InMoment)","https:\u002F\u002Finmoment.com\u002Fblog\u002Fhow-why-you-should-customize-the-nps-follow-up-question\u002F","blog\u002F15-nps-follow-up-questions-that-get-real-answers",[382,383,384],"nps","survey-questions","feedback","3YA9EaJl9qP0pPaQmSpoJZ3KmPGaOXoWplLQYSjtrlk",[387,399,409,418,427,435,443,451,458,465,468,478,485,496,507,515,526,536,544],{"path":388,"title":389,"description":390,"date":391,"updated":391,"category":392,"tags":393,"author":6,"image":397,"imageAlt":398,"readingMinutes":137},"\u002Fblog\u002Fcustomer-churn","Customer churn: what it is and how to calculate it","Customer churn is the share of customers who leave in a period. Learn the formula, a worked example and how low survey scores can warn you the same day.","2026-11-05T00:00:00.000Z","Getting feedback",[394,395,384,396],"alerts","detractors","scores","\u002Fblog\u002Fcustomer-churn.webp","A large red 5 beside a grid of 20 dots in which one dot is red, standing for 1 customer in 20",{"path":400,"title":401,"description":402,"date":391,"updated":391,"category":344,"tags":403,"author":6,"image":406,"imageAlt":407,"readingMinutes":408},"\u002Fblog\u002Fcustomer-loyalty","Customer loyalty: what it is and how to measure it","Customer loyalty is customers choosing you again and recommending you. Measure it by pairing one survey answer with renewals, shown in a worked example.",[382,404,405],"loyalty","metrics","\u002Fblog\u002Fcustomer-loyalty.webp","The number 36 beside a two by two grid of 81, 9, 36 and 24 customers sorted by what they said and what they did",6,{"path":410,"title":411,"description":412,"date":391,"updated":391,"category":392,"tags":413,"author":6,"image":415,"imageAlt":416,"readingMinutes":417},"\u002Fblog\u002Fcustomer-retention","Customer retention: meaning, formula, strategies","Customer retention is keeping the customers you have. See the meaning, the retention rate formula with a worked example and strategies for small teams.",[384,382,414],"retention","\u002Fblog\u002Fcustomer-retention.webp","The number 88 beside a grid of 100 dots, 88 filled and 12 hollow",7,{"path":419,"title":420,"description":421,"date":391,"updated":391,"category":344,"tags":422,"author":6,"image":425,"imageAlt":426,"readingMinutes":408},"\u002Fblog\u002Fcustomer-satisfaction-index","Customer satisfaction index: meaning and formula","A customer satisfaction index (CSI) turns several satisfaction ratings into one 0 to 100 number. Learn the formula, weights and a worked example.",[423,396,405,424],"csat","calculation","\u002Fblog\u002Fcustomer-satisfaction-index.webp","The number 63.5 beside three bars scored 80, 65 and 50",{"path":428,"title":429,"description":430,"date":391,"updated":391,"category":392,"tags":431,"author":6,"image":432,"imageAlt":433,"readingMinutes":434},"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask","Customer satisfaction questions to ask, by moment","About 20 customer satisfaction questions sorted by moment, from the first week to cancellation, with a rule for picking one to three per survey.",[383,423,384],"\u002Fblog\u002Fcustomer-satisfaction-questions-to-ask.webp","A large black 1 beside a line of five grey dots with one green dot circled",5,{"path":436,"title":437,"description":438,"date":391,"updated":391,"category":392,"tags":439,"author":6,"image":441,"imageAlt":442,"readingMinutes":434},"\u002Fblog\u002Fvoice-of-the-customer","Voice of the customer for a small team","Voice of the customer is what customers tell you, collected and acted on. See what it means and how a small team can start with a weekly review.",[384,382,440],"getting started","\u002Fblog\u002Fvoice-of-the-customer.webp","The number 4 beside four circles in a row, the last one filled, with a dotted line looping back to a person icon",{"path":444,"title":445,"description":446,"date":447,"updated":447,"category":344,"tags":448,"author":6,"image":449,"imageAlt":450,"readingMinutes":408},"\u002Fblog\u002Fcustomer-satisfaction-score","Customer satisfaction score: how to calculate it","Customer satisfaction score is the share of people who rated a moment 4 or 5 out of 5. See the math worked through, and how scale and sample size change it.","2026-11-04T00:00:00.000Z",[423,424,396],"\u002Fblog\u002Fcustomer-satisfaction-score.webp","The number 67 beside 60 dots, 40 green for satisfied answers, 9 gray for neutral and 11 red for dissatisfied",{"path":452,"title":453,"description":454,"date":447,"updated":447,"category":392,"tags":455,"author":6,"image":456,"imageAlt":457,"readingMinutes":434},"\u002Fblog\u002Fcustomer-satisfaction-survey","Customer satisfaction survey: how to run one","A customer satisfaction survey is one short question sent right after a moment. Pick the moment, the length and the delay, then act on low scores.",[423,384],"\u002Fblog\u002Fcustomer-satisfaction-survey.webp","A large 500 beside a grid of 500 dots with 100 filled, showing the invitations needed for 100 answers",{"path":253,"title":459,"description":460,"date":461,"updated":461,"category":392,"tags":462,"author":6,"image":463,"imageAlt":464,"readingMinutes":137},"Open-ended survey questions: 30 examples","Thirty open-ended survey questions sorted by the score they follow, when to ask each one, and how to read a few hundred answers on your own.","2026-10-29T00:00:00.000Z",[383,384,382,423],"\u002Fblog\u002Fopen-ended-survey-questions-examples.webp","The number 30 beside four rows of colored dots, each row ending in an empty comment box",{"path":371,"title":5,"description":346,"date":466,"updated":466,"category":344,"tags":467,"author":6,"image":365,"imageAlt":366,"readingMinutes":434},"2026-10-15T00:00:00.000Z",[382,383,384],{"path":469,"title":470,"description":471,"date":466,"updated":466,"category":392,"tags":472,"author":6,"image":476,"imageAlt":477,"readingMinutes":434},"\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool","Forms, spreadsheets or a feedback tool: which fits","A form and a spreadsheet are enough for a small, one-time question. Learn the signs that you have outgrown them and what a feedback tool adds.",[473,474,475,440],"forms","spreadsheets","tools","\u002Fblog\u002Fforms-spreadsheets-or-a-feedback-tool.webp","A large 3 beside three stacked rows, a form, a spreadsheet grid and a green trend line",{"path":479,"title":480,"description":481,"date":466,"updated":466,"category":344,"tags":482,"author":6,"image":483,"imageAlt":484,"readingMinutes":434},"\u002Fblog\u002Fhow-to-calculate-nps","How to calculate NPS, with a worked example","NPS is the share of promoters minus the share of detractors. Follow three worked examples, learn how rounding works and see how to score a 1 to 5 scale.",[382,424,396],"\u002Fblog\u002Fhow-to-calculate-nps.webp","The number 28 beside a bar split into 19, 34 and 47 with the sum 47 minus 19 equals 28",{"path":486,"title":487,"description":488,"date":466,"updated":466,"category":489,"tags":490,"author":6,"image":494,"imageAlt":495,"readingMinutes":434},"\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company","How to run an eNPS survey in a 20-person company","Ask one question, say how answers are used, read the score as a trend and act within two weeks. A plain plan for teams of about 20 people.","Employee feedback",[491,492,493],"enps","employee-feedback","surveys","\u002Fblog\u002Fhow-to-run-an-enps-survey-in-a-20-person-company.webp","The number 20 beside a grid of 20 dots, 16 filled and 4 empty, above a two-week timeline",{"path":497,"title":498,"description":499,"date":466,"updated":466,"category":500,"tags":501,"author":6,"image":505,"imageAlt":506,"readingMinutes":434},"\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved","Zendesk CSAT survey setup in seven steps","Connect Zendesk to Pulseri, pick the Ticket solved event and send a CSAT survey with a short delay. Seven steps with the screens you will see.","Setup guides",[502,423,503,504],"zendesk","support","setup","\u002Fblog\u002Fsend-a-csat-survey-when-a-zendesk-ticket-is-solved.webp","A large 7 beside a solved-ticket tick, a clock and a survey card joined by dotted arrows",{"path":508,"title":509,"description":510,"date":466,"updated":391,"category":500,"tags":511,"author":6,"image":513,"imageAlt":514,"readingMinutes":434},"\u002Fblog\u002Fturn-detractors-into-a-slack-alert","Turn detractors into a Slack alert in ten minutes","Connect Slack once, write one alert rule for NPS detractors and send a test message. A step by step guide with what the alert shows and how to keep it useful.",[512,394,382,395],"slack","\u002Fblog\u002Fturn-detractors-into-a-slack-alert.webp","A large red 6 beside a red score dot showing 3 with a dotted arrow to a Slack-style message card",{"path":516,"title":517,"description":518,"date":466,"updated":466,"category":519,"tags":520,"author":6,"image":524,"imageAlt":525,"readingMinutes":434},"\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response","Why we price by People and never by response","Many survey tools charge per answer. Pulseri charges by the People you track. Here is why, what it means for your bill and when it is not the best deal.","Company",[521,522,523],"pricing","people","responses","\u002Fblog\u002Fwhy-we-price-by-people-and-never-by-response.webp","The number 830 beside a flat green price line for people and grey dots for replies rising above it",{"path":320,"title":527,"description":528,"date":529,"updated":529,"category":392,"tags":530,"author":6,"image":533,"imageAlt":534,"readingMinutes":535},"How to ask for feedback without annoying people","Ask the right person at the right moment, keep it to one question, and never ask twice too soon. A plain guide to avoiding survey fatigue.","2026-10-13T00:00:00.000Z",[531,382,423,532],"survey fatigue","timing","\u002Fblog\u002Fhow-to-ask-for-feedback-without-annoying-people.webp","A large 1 beside a timeline of three well-spaced survey ticks",3,{"path":537,"title":538,"description":539,"date":529,"updated":529,"category":344,"tags":540,"author":6,"image":542,"imageAlt":543,"readingMinutes":103},"\u002Fblog\u002Fnps-vs-csat-vs-ces","NPS vs CSAT vs CES: which one to use and when","NPS measures loyalty, CSAT measures satisfaction with one moment, CES measures effort. Learn what each asks, how it is scored and when to pick it.",[382,423,541,405],"ces","\u002Fblog\u002Fnps-vs-csat-vs-ces.webp","A large 3 beside three rows of dots for the 0 to 10, 1 to 5 and 1 to 7 scales",{"path":279,"title":545,"description":546,"date":529,"updated":529,"category":344,"tags":547,"author":6,"image":549,"imageAlt":550,"readingMinutes":535},"What is a good NPS score? How to read yours","Any score above 0 is positive and above 50 is often called excellent, but your own trend matters more. Learn the bands, a worked example and common traps.",[382,548,396],"benchmarks","\u002Fblog\u002Fwhat-is-a-good-nps-score.webp","The number 50 beside a score scale in three bands, below 0, above 0 and above 50, with one person marker",[552],{"key":6,"name":553,"avatar":554},"Farsad F.","\u002Fauthors\u002Ffarsad.webp",1793908076388]