“How likely are you to recommend us to a friend or colleague?”

When to ask

After a customer has had a real chance to form a judgment — typically a few weeks of active use or right after a moment that should have left an impression. Run it on a recurring cadence so you can watch the score move, not just collect one.

Good follow-ups

• What's the most important reason for your score?
• What would have to change for you to give us a higher score?
• Who would you recommend us to, and what would you tell them?

Watch out for

Treating the score as the answer. The number tells you nothing about why — and without the reason, you cannot act on it. Always pair it with the open follow-up, and resist gaming the score with timing tricks (asking only after a win) or sample selection. If your team is optimizing the metric instead of the underlying experience, the metric has stopped being useful.

Where to ask

• In-product surveygreat

  This is the native habitat — a one-tap 0-10 scale fired after a meaningful interaction is exactly how Reichheld designed the instrument to be deployed.

• Long-form surveygreat

  Travels cleanly in an emailed relationship survey; the 0-10 scale and the reason follow-up stand on their own without a moderator.

• User interviewworkable

  Useful as a structured opener live, but a single 0-10 score from one person is anecdote — the Net Promoter math only means something at sample size.