Custom Question Examples for NPS Surveys
Custom questions allow you to collect more detailed customer feedback beyond a simple Net Promoter Score. Choosing the right question type can help you gather actionable insights and better understand your customers' experiences.
Below are examples and best practices for each available question type.
Text Questions
Text questions allow customers to provide open-ended feedback in their own words.
- Gathering detailed feedback
- Understanding customer concerns
- Collecting suggestions and ideas
- Learning why customers gave a specific score
- What could we have done better?
- What was the most valuable part of your experience?
- Is there anything you'd like us to improve?
- What almost prevented you from making a purchase?
- What feature would you like to see added next?
Keep text questions focused on a single topic. Broad questions often result in vague answers.
Yes/No Questions
Yes/No questions provide a quick way to measure agreement or completion.
- Simple confirmations
- Policy feedback
- Product adoption
- Was your issue resolved?
- Did you find what you were looking for?
- Would you purchase from us again?
- Did our product meet your expectations?
- Was the checkout process easy to complete?
Use Yes/No questions when there are only two possible outcomes. If you need more nuance, consider using an Opinion Scale or Radio question.
Opinion Scale Questions (1-10)
Opinion Scale questions allow customers to rate an experience on a scale from 1 to 10.
- Measuring satisfaction
- Evaluating specific interactions
- Comparing performance over time
- How satisfied are you with your purchase?
- How easy was it to navigate our website?
- How likely are you to purchase from us again?
- How would you rate the quality of our customer service?
- How well did our product meet your needs?
Use Opinion Scale questions when you want more detail than a Yes/No response but don't need written feedback.
Star Rating Questions
Star Rating questions allow customers to rate an experience from 1 to 5 stars.
- Product feedback
- Service ratings
- Simplicity and ease of completion
- How would you rate your overall experience?
- How would you rate our support team?
- How would you rate product quality?
- How would you rate shipping speed?
- How would you rate the value for the price paid?
Star ratings are easy for customers to understand and generally produce high response rates.
Radio Questions
Radio questions display all answer choices and allow customers to select one option.
- Understanding preferences
- Identifying customer segments
- Gathering structured feedback
Which factor most influenced your purchase decision?
- Price
- Product Features
- Reviews
- Brand Reputation
- Recommendation from a Friend
How did you hear about us?
- Google Search
- Friend or Family
- Other
Which department assisted you today?
- Sales
- Customer Support
- Billing
- Technical Support
Use Radio questions when you want respondents to see all available options at once.
Dropdown Questions
Dropdown questions allow customers to select a single answer from a list.
- Long answer lists
- Location-based questions
- Product category selection
Which product category did you purchase from?
- Electronics
- Clothing
- Home & Garden
- Beauty
- Sporting Goods
Which location did you visit?
- Phoenix
- Dallas
- Chicago
- Atlanta
- Seattle
Which subscription plan do you currently use?
- Basic
- Professional
- Enterprise
Dropdown questions help keep surveys visually clean when there are many answer choices.
Multi Select Questions
Multi Select questions allow customers to choose more than one answer.
- Feature requests
- Product usage feedback
- Understanding customer needs
Which features do you use regularly?
- Mobile App
- Reporting Dashboard
- Email Notifications
- Integrations
- Automation Tools
What factors are most important when choosing a provider?
- Price
- Customer Support
- Ease of Use
- Features
- Security
- Integrations
Which improvements would you like to see?
- Faster Shipping
- More Product Options
- Better Mobile Experience
- Additional Payment Methods
- Expanded Support Hours
Limit answer choices to the options that are most meaningful to your business. Extremely long lists can reduce completion rates.
Sample NPS Survey Framework
If you're unsure where to start, consider using a simple three-question survey:
Net Promoter Score
How likely are you to recommend our business to a friend or colleague?
How satisfied are you with your overall experience?
What is the one thing we could do to improve?
This combination provides a strong balance of measurable data and actionable customer feedback.
Best Practices
- Keep surveys short whenever possible.
- Focus on questions that can lead to action.
- Avoid asking multiple questions that measure the same thing.
- Use Text questions sparingly to reduce survey fatigue.
- Review responses regularly and look for recurring themes.
- Start with 2-4 custom questions and expand only when necessary.
The most effective surveys are often the simplest. Focus on gathering feedback that helps you make meaningful improvements to the customer experience.