AskNicely is, by choice and by design, an NPS-centric platform. Based on that framework, we provide by default the ability to ask one question in the email, with follow up requests for comment and feedback topics, as laid out by McKinsey's initial NPS framework. This is intended to be a plain and simple invitation for the customer to share what's most relevant to them. We have found that keeping this direct and simple increases the response rates, and, more often than not, yields surprising results despite its simplicity.
If you'd like to dig a little deeper into things that are important to your customer, you should check out our Conversation Builder feature, which will allow you to create responsive, branching conversations as part of the customer's response. And just like with Feedback Topics, you can sort and track the answers you get in this conversation. We're big fans, and hope you will be too.