NPS survey examples: question wordings and follow-ups by business type

A complete NPS survey example in two questions

The simplest working NPS survey example is two questions. First: "How likely are you to recommend [business name] to a friend or colleague?" answered on a scale from 0, not at all likely, to 10, extremely likely. Second: "What is the main reason for your score?" answered in the customer's own words.

Everything else on this page is a variation on that pair. The examples below were written for this guide. They are not taken from any vendor's templates, and they have not been tested on real customers, so treat them as starting drafts. If the scoring is unfamiliar, read what an NPS survey is first.

NPS question wording examples for six business types

Keep the 0 to 10 scale and the words "how likely are you to recommend" in every version. You can change who the recommendation is to, and you can name a product or location. Changing the scale or the core wording means your number is no longer a standard NPS.

Follow-up question examples for promoters, passives and detractors

One open follow-up for everyone is enough. If your form tool has logic, you can instead show a different follow-up to each group.

Avoid follow-ups that steer the answer, such as asking which of your great features the customer loved. Our guide to question wording covers leading questions in more detail.

A worked NPS survey example for a small service business

Here is a full example for a two-person heating repair business, set up in a form tool with a native NPS question.

1. Question 1, NPS type, required: "How likely are you to recommend [your business] to a friend or neighbor?"
2. Question 2, long text, shown to scores 0 to 6: "We are sorry we fell short. What went wrong?"
3. Question 3, long text, shown to scores 7 to 10: "What is the main reason for your score?"
4. Question 4, yes or no, shown to scores 0 to 6: "May we call you about this?"
5. Ending: a thank-you screen that says who reads the answers and when a reply can be expected.

In Yay! Forms, the help center describes this setup: add the Net Promoter Score question from the rating and scales group, turn on Required, pair it with a long text question, and use logic to send promoters and detractors to different follow-ups. The link goes out by text message or email the day after each job.

Common mistakes in NPS survey wording

• Adding ten more questions. A long survey asks more of the customer and risks being abandoned. If you need more detail, run a separate survey using our customer feedback survey examples.
• Asking before the customer can judge. A recommendation question at checkout measures the checkout, not the product.
• Leaving out the business name. "Recommend us" is vague when a customer dealt with a marketplace, a courier and you.
• Answering a low score with a review request. Ask what went wrong and offer to fix it.
• Promising a reply and not sending one. Only ask for contact details if someone will use them.

Timing matters as well as wording. The next step is our guide to NPS survey best practices.

When a paid tool helps with NPS examples like these

The two-question version works in any form builder with a 0 to 10 scale. The branched version needs conditional logic, and the score is easier to trust when the tool calculates it. Yay! Forms lists logic jumps and a native NPS question on every plan, with Starter at $19 a month billed monthly or $9 billed yearly as read on 3 October 2026. A free builder with an NPS block is enough if you are only trying the idea out.