Guide
The score tells you how likely a customer is to recommend you. The follow-up question explains why. Keep that question short enough to answer, then make it relevant to the score they gave.
Last reviewed: 19 September 2026
For a score from 0 to 6, use a direct improvement question: “What could we have done better?” It invites specific feedback without asking the customer to diagnose your whole business.
Treat the answer as context for the customer experience, not as a verdict. Pair it with the appointment record before deciding whether a follow-up is appropriate.
For a score from 7 to 8, ask: “What would have made your experience a 9 or 10?” This creates room for a practical improvement without assuming the appointment failed.
These responses can identify the difference between an acceptable visit and a memorable one.
For a score from 9 to 10, ask: “What did we do especially well?” The answer can show which people, moments, or service details deserve reinforcement.
If you later ask to use a comment as a testimonial, request approval for the exact wording and display name. A strong score is not permission to republish a customer’s words.
Reply Kindly uses a focused NPS flow with response-appropriate follow-up prompts.
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