We run Realtime touchpoint NPS surveys for our customers and, in our sales touchpoints, we ask just two questions
1. NPS question
2. Verbatim question seeking qualitative information on reason for above score
In our service based touchpoints we ask the above two questions plus a 'Resolution' question to understand first call resolution rates, which allows us to conduct a closed loop process for those customers who have indicated their query was not resolved at the time of their call to our CSRs.