I’ve been meaning to share this post on Top Right Corner’s blog that highlights two common mistakes when asking an open-ended verbatim type question after the Net Promoter Score question (e.g. would you recommend [company name] to your friends and family).
Asking the Right Question to get to the Key Drivers of NPS or Customer Satisfaction gives good practical advice how to avoid two possible effects that can turn up in customers’ verbatim comments.
Always remember that the wording of a question can have a big impact on how it is answered.
Dan Wardle
Offering expert advice for designing and implementing online survey best practice. We share our experiences working in the fields of customer satisfaction and employee engagement research.