Satisfaction & NPS
NPS Follow-Up Interview
An NPS follow-up interview is a short conversation held right after a customer gives their score, to understand the reasons behind it. The number tells you where you stand; the conversation tells you why. These questions can be asked by an account manager or by an AI voice agent, and they start from the score the customer just gave.
17 questions
When to use this template
- Within a few days of an NPS survey, while the customer still remembers the score and the reasons behind it.
- For promoters, passives and detractors alike: each group teaches you something different.
- When your NPS moves up or down and you need the stories behind the figure, not just the figure.
Questions to ask
Opening and the score
- 01Thank you for the score you gave us. Could you tell me in your own words what was behind it?
- 02Was there one thing that decided your score more than the others?
- 03Did your score reflect your whole experience with us, or mostly something recent?
What drives the score
- 04What do we do that you would miss most if we stopped?
- 05What is the one thing that annoys you most when you work with us?
- 06How does our service compare with what you expected when you signed up?
- 07Is there a moment where you felt we really helped you?
Raising the score
- 08What would we need to change for you to give us a higher score?
- 09If you could fix one thing on our side tomorrow, what would it be?
- 10Is there something you expected from us that you have never been offered?
Recommendation
- 11When you think of recommending us, who would you think of first?
- 12What would you say about us to that person?
- 13Is there anything that would make you hesitate to recommend us?
Closing
- 14Is there anything about your score we have not covered?
- 15Would you like someone from our team to come back to you about what you shared?
- 16Would you be happy for us to talk again in a few months to see what has changed?
- 17Thank you. Is there anything else you would like us to know?
Tips for a useful conversation
- Start from the actual score and mention it, so the customer sees you are not reading a generic script.
- Adapt the second half to the score: ask promoters what to protect, detractors what went wrong, passives what is missing.
- Ask for a recent, concrete example each time the customer gives a general impression.
- Do not defend the company or correct the customer during the call; note what you hear.
- Group the reasons across many calls every month: one comment is an anecdote, a repeated reason is a priority.
Mistakes to avoid
- Asking for the score again instead of exploring the one already given.
- Calling only detractors and ignoring what promoters and passives could teach you.
- Promising a fix or a gesture on the spot that nobody has approved.
- Collecting the reasons and never telling the customer what was done with them.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.