NPS Survey Questions
25 NPS Survey Questions to Measure Customer Loyalty
Find your promoters, passives, and detractors - and understand why
Net Promoter Score surveys are the fastest way to benchmark customer loyalty. Use these NPS survey questions to get a score, then dig into the reasons behind it.
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When to send
Send NPS survey questions quarterly, after key milestones (onboarding complete, first value moment), or after major product releases. Avoid sending more than once every 90 days to the same user.
19 NPS survey questions
Organized by purpose - use the ones that fit your goal, or use them all.
Core NPS question
On a scale of 0–10, how likely are you to recommend [Product] to a friend or colleague?
Rating Scale (0–10)
Follow-up: understand the score
What is the main reason for your score?
Open Text
What would make you more likely to recommend us?
Open Text
What is the one thing we could do to improve your experience?
Open Text
Which of the following best describes why you gave this score?
Single Choice
- • Too expensive
- • Missing features I need
- • Hard to use
- • Great value for money
- • Easy to use
- • Excellent support
- • Other
Segmenting context
How long have you been using [Product]?
Single Choice
- • Less than 1 month
- • 1–3 months
- • 3–6 months
- • 6–12 months
- • More than 1 year
How often do you use [Product]?
Single Choice
- • Daily
- • A few times a week
- • Once a week
- • A few times a month
- • Rarely
What is your primary role?
Single Choice
- • Founder / CEO
- • Product Manager
- • Engineer
- • Designer
- • Marketing
- • Customer Success
- • Other
What plan are you on?
Single Choice
- • Free
- • Starter
- • Pro
- • Enterprise
Promoter questions (score 9–10)
What feature do you use most often and love?
Open Text
Would you be willing to share a testimonial or case study?
Single Choice
- • Yes, happy to help
- • Maybe - contact me
- • No, not at this time
Have you already recommended [Product] to others?
Single Choice
- • Yes
- • Not yet but I plan to
- • No
Detractor questions (score 0–6)
What is the biggest problem you have with [Product] right now?
Open Text
Are you considering switching to another tool?
Single Choice
- • Yes, actively looking
- • Possibly
- • No
What would need to change for you to give a higher score next time?
Open Text
Is there a specific feature you expected that we are missing?
Open Text
Overall relationship
How does [Product] compare to alternatives you have tried?
Single Choice
- • Much better
- • Somewhat better
- • About the same
- • Somewhat worse
- • Much worse
What would you miss most if [Product] disappeared tomorrow?
Open Text
Is there anything else you would like to tell us?
Open Text
Tips for running NPS surveys
Keep NPS surveys short - the core question plus 1–2 follow-ups is enough.
Show different follow-up questions to promoters vs detractors using conditional logic.
Always include an open-text follow-up so you understand the "why" behind the score.
Segment results by plan, role, or cohort to find patterns.
Send at the right moment - after a user hits a key milestone, not on day 1.
Run your first NPS survey in minutes
Mapster lets you send in-product surveys, link every response to a real user, and segment results by plan, role, or cohort. Free to start.
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Frequently asked questions
What is an NPS survey question?
The core NPS question asks users to rate how likely they are to recommend your product on a scale of 0–10. Responses are grouped into Promoters (9–10), Passives (7–8), and Detractors (0–6). NPS = % Promoters minus % Detractors.
How many questions should an NPS survey have?
The standard NPS survey has 1–3 questions: the 0–10 rating question, one follow-up asking why, and optionally a contextual question. Adding more questions reduces completion rates.
What is a good NPS score for SaaS?
Any score above 0 means more promoters than detractors. Above 30 is good, above 50 is excellent, above 70 is world-class. SaaS benchmarks vary by segment but 30–50 is a solid target.
How often should I run NPS surveys?
Most SaaS companies run NPS quarterly or after key events like onboarding completion, plan upgrades, or support interactions. Avoid surveying the same user more than once every 90 days.
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