NPS surveys
Run a Net Promoter Score survey with the standard 0–10 question, one useful follow-up, and a realistic view of what the score can tell you.
Keep the standard question intact
The NPS question is fixed: “How likely are you to recommend us to a friend or colleague?”, answered from 0 (not at all likely) to 10 (extremely likely). Scores of 0–6 are detractors, 7–8 are passives, and 9–10 are promoters. Rewording the question or changing the scale means you can no longer compare results across periods or teams.
Add one follow-up, not five
Ask “What is the main reason for your score?” as an optional open question. A single question keeps completion high and gives you the reason behind the number. Read promoter reasons separately from detractor reasons, and avoid asking for contact details unless the person agrees to a follow-up.
Treat the score as a trend, not a verdict
NPS is sensitive to sample size and to who happens to answer. Report it with the response count and the collection window, and treat month-to-month moves of a few points as noise. Read the written reasons alongside the number; a stable score can hide a change in why people answer the way they do.
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