NPS articles, guides and best practices from SurveyMaker.
A practical step-by-step walkthrough for running an NPS survey: defining your goal, writing the question, choosing a channel, timing, sampling, calculating the score, and acting on results.
Understand the difference between transactional and relational NPS, when each is appropriate, how to combine them, and how to avoid the common mistakes of using the wrong type.
A practical playbook for closing the loop on NPS detractors: why it matters, how fast to respond, what to say, how to escalate themes, and how to turn unhappy customers into loyal ones.
The best NPS survey questions and follow-up wording, including the standard recommendation question, open-ended follow-ups, segment-specific prompts, and mistakes to avoid.
Nine practical, proven tactics to improve your Net Promoter Score, from closing the loop and fixing root causes to activating promoters and converting passives.
What counts as a good NPS score? See how NPS is calculated, realistic benchmarks by industry, and proven tactics to lift your Net Promoter Score over time.