😊Marketing & Research

Net Promoter Score (NPS) Survey Template

Measure customer loyalty and satisfaction with the industry-standard NPS metric that predicts business growth.

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What is a NPS Survey?

The Net Promoter Score (NPS) is a single metric that measures customer loyalty and likelihood to recommend your product or company to others on a 0-10 scale.

Respondents are classified as Promoters (9-10), Passives (7-8), or Detractors (0-6). Your NPS score is calculated as: % Promoters - % Detractors. The result ranges from -100 to +100.

NPS is the gold standard customer metric because it directly correlates with business growth. Companies with higher NPS grow faster, have better retention, and more positive word-of-mouth.

Key Features

Standard NPS Question

Industry-standard 0-10 scale question: "How likely are you to recommend us to a colleague?"

Follow-up Reasoning

Capture why respondents gave their score to identify improvement opportunities

Segmentation Fields

Optional demographic fields to analyze NPS by customer type, product, or segment

Detractor Alerts

Identify at-risk customers (detractors) for immediate follow-up and retention

Trend Tracking

Compare NPS over time to measure business health and improvement impact

Actionable Feedback

Open-ended follow-up questions reveal specific issues to address

Why Use This Template?

Predict Growth

NPS correlates directly with revenue growth, retention, and expansion

Identify Issues Early

Detractors signal problems before churn occurs, enabling proactive retention

Benchmark Against Competitors

Compare your NPS against industry averages and direct competitors

Guide Product Priorities

Feedback reveals specific improvements that drive NPS and customer satisfaction

What's Included in This Template

How likely to recommend (0-10)

rating

Core NPS question measuring overall customer satisfaction and loyalty

What's the main reason for your score?

textarea

Qualitative feedback reveals specific drivers of satisfaction or dissatisfaction

What could we improve?

textarea

Identify improvement opportunities and product priorities

How long have you been a customer?

select

Segment NPS by customer tenure to identify retention issues

May we follow up with you?

checkbox

Identify detractors for proactive retention conversations

Which features do you use most?

select

Understand product usage patterns and correlation with NPS

Perfect For

Regular Health Checks

Monthly or quarterly NPS surveys to track customer satisfaction trends

Feature Feedback

Ask NPS questions after users try new features to measure adoption impact

Post-Support Survey

Brief NPS survey after customer support interactions to measure service satisfaction

Executive Dashboard

Company-wide NPS tracking as key metric in executive reporting and bonuses

Frequently Asked Questions

What's a good NPS score?

NPS above 50 is excellent and indicates strong loyalty. 0-50 is good, -50-0 needs improvement. Negative NPS indicates more detractors than promoters. Compare against your industry benchmark.

How often should I measure NPS?

Monthly or quarterly minimum to track trends. Some companies measure weekly for real-time monitoring. Start quarterly, move to monthly as you optimize product based on feedback.

What sample size do I need?

Minimum 30 responses for statistical validity. 100+ for segmentation analysis. 200-300+ for tracking small improvements over time. Ensure random sample of your customer base.

What's the difference between NPS and CSAT?

CSAT (Customer Satisfaction) measures satisfaction with specific interactions. NPS measures overall loyalty and willingness to recommend. NPS is better at predicting growth and churn.

How do I improve my NPS?

Analyze feedback from detractors and identify common themes. Prioritize improvements addressing top issues. Re-measure monthly to track impact. Celebrate improvements with your team.

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