How to create customer survey about net promoter score

This article will guide you step-by-step on how to create a customer survey about Net Promoter Score using modern AI tools. If you want to build an effective survey in seconds, Specific lets you generate a personalized NPS survey instantly.

Steps to create a survey for customers about net promoter score

Honestly, it doesn't get simpler than this. If you want to save time, just generate a survey with Specific and you'll have a ready-to-use NPS survey for your customers in seconds.

1. Tell what survey you want.

2. Done.

That's it—no need to read further unless you want to fine-tune your approach. Specific’s AI survey generator handles the rest, using expert knowledge to write smart, credible questions. It also crafts meaningful follow-up questions automatically to dig for deeper insights as respondents answer. With this, you’re gathering actionable customer feedback before you’ve even finished your coffee. Explore all types of AI surveys you can generate easily.

Why customer NPS surveys matter

If you’re not running customer NPS surveys, you’re missing out on a direct line to your customers’ real feelings and loyalty drivers. Capturing Net Promoter Score isn’t just about a number; it’s a proven way to identify not only promoters, but also areas where customer experience breaks down.

• According to industry benchmarks, the average NPS across 150,000+ organizations is 32—but the top 25% reach 72 or higher, proving that there’s always room to elevate your score and customer loyalty. [1]

• Failing to keep tabs on satisfaction? 91% of customers who have a bad experience will never return. [2] That means every missed survey is a missed recovery opportunity.

The importance of a customer recognition survey lies in capturing that feedback before customers disappear. Strong insights here help you:

• Uncover loyalty trends and turn passive customers into enthusiastic promoters

• Improve services based on clear, actionable reasons—not hunches

• React quickly to negative trends before they grow into churn

Ultimately, the benefits of customer feedback from NPS surveys are clear: tailored improvements, sharper messaging, and a deeper understanding of what really matters to your audience. If you don’t ask the right questions, the competition will.

What makes a good survey on net promoter score

A quality net promoter score survey is all about asking the right questions in the right way. You want clear, unbiased questions that anyone can answer honestly—and a conversational tone that encourages customers to be open. Judgmental or leading wording will just hurt your results.

Here’s a quick comparison of common mistakes versus best practices:

The real proof is in your results: you want high response rates and strong, detailed answers. When your survey feels like a conversation—not an interrogation—customers participate more and share what matters most.

What are question types with examples for customer survey about net promoter score

The right mix of question types keeps your survey short but insightful. A good NPS survey typically blends open-ended questions, single-select multiple-choice, the NPS question itself, and smart follow-ups for nuance.

Open-ended questions are ideal when you want unfiltered feedback in a customer’s own words. They’re great after NPS or when exploring specific pain points. For example:

• What’s the main reason for your score?

• If you could change one thing about our product or service, what would it be?

Single-select multiple-choice questions make it easy to gather structured data when there’s a finite set of answers. For example:

Which aspect of our service influenced your score the most?

• Customer support

• Product quality

• Pricing

• User experience

NPS (Net Promoter Score) question is the heart of your survey. It should be the anchor, asked in a neutral way. If you want, you can generate an NPS survey for customers about net promoter score with Specific in seconds. Example NPS prompt:

On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?

Followup questions to uncover "the why": These are crucial for digging deeper after a rating or choice—especially if a customer leaves a middling or negative score. For example:

• What’s the main reason for your score?

• What could we do to improve your experience?

Want more question ideas or guidance? Check out these best questions for customer NPS surveys for deeper tips and inspiration.

What is a conversational survey

A conversational survey is built to feel like a natural chat, not a boring form or static checklist. Instead of bombarding customers with rigid questions all at once, it adapts in real time—just like a smart interviewer would. This approach drives stronger engagement and richer detail.

With old-school survey creation, you’d have to manually script every branch and follow-up, update each question by hand, and hope nothing feels robotic. With an AI survey generator, you can skip the grunt work. Our generator creates a full, personalized survey based on your goals and target audience, using expert-backed logic and dynamic followups—all in a conversational format.

Why use AI for customer surveys? The biggest benefit is context—AI tunes its follow-up based on each answer, so the conversation feels personalized. You’ll ask better questions, get sharper insights, and spend less time building and analyzing. Looking for an AI survey example or want to see step-by-step creation? Here’s a practical guide on how to analyze NPS survey responses for actionable tips.

Specific elevates the experience even further: best-in-class conversational surveys that are smooth and engaging for both you and your customers. Respondents participate like they're chatting, not filling out paperwork—which leads to more honest, richer feedback.

The power of follow-up questions

No customer survey about net promoter score is complete without sharp follow-up questions. If you only collect scores or single responses, you’ll be left guessing what really matters. Specific automatically crafts follow-ups in real time, honed by context—so you get to the real "why" behind every answer. Learn more about how Automatic AI follow-up questions work and why they’re a game changer.

• Customer: “I gave a 6 because it’s okay.”

• AI follow-up: “Thanks for sharing! Could you tell me what would take your experience from ‘okay’ to a 10?”

Without that followup, “okay” tells you nothing—you’re stuck acting on assumptions. With the right probe, you collect gold-dust feedback in seconds. This context is what turns plain numbers into actionable business change.

How many followups to ask? Just enough. In practice, 2–3 well-timed followups usually surface the core issues. Enable a skip-to-next setting if you start to get repetition. We built this logic right into Specific: you control how deep you go, without overwhelming your customer.

This makes it a conversational survey: the AI responds in real time, keeping the exchange lively and respondent-driven. This is how you blend high-quality data with the feel of a true conversation.

AI survey analysis made easy: Don’t worry about all that free-text feedback becoming a mess. Modern tools like AI survey response analysis make it simple to analyze every detail—instantly distilling pain points, trends, and actionable insights so you can focus on next steps, not data-cleaning. Want more hands-on? Read this all-in-one guide to analyzing customer survey responses.

Automated followups and conversational logic are a new standard—generate a survey and experience the power of real dialogue for yourself.

See this net promoter score survey example now

Ready to accelerate your customer insights with practical, actionable results? Build your NPS survey as a conversation and experience smarter feedback instantly—see what a better survey can do for your business right now.