How can a survey maker ask additional questions based on low Net Promoter Score responses?

The correct approach for a survey maker to ask additional questions based on low Net Promoter Score (NPS) responses is to create a hidden question that appears based on logic. This method allows for a more tailored survey experience, where follow-up questions can be directly relevant to respondents who express dissatisfaction.

Implementing this logic-driven approach means that only respondents who provide a low NPS score will see the subsequent questions. This targeted questioning not only helps gather more specific insights into the reasons behind poor ratings but also keeps the survey concise for those who are satisfied. This enhances the overall quality of the feedback collected, making it easier for organizations to identify areas for improvement and understand customer sentiments more effectively.

In contrast, requiring an additional question for all respondents could dilute the focus of the survey and lead to irrelevant data from satisfied customers. A feedback link, while useful for open-ended feedback, does not facilitate immediate follow-up questions tailored to individual experiences linked to NPS scores. Showing an additional question to everyone would miss the opportunity to specifically address the concerns of those with lower scores, thereby not providing the nuanced insights needed to improve customer satisfaction.