Survey Template5 questions~2-3 minutes

NPS Survey Template: Net Promoter Score Questions

The Net Promoter Score survey measures customer loyalty with a single powerful question. This template includes the standard NPS question plus essential follow-ups to understand why customers feel the way they do.

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Questions

2-3 minutes

To Complete

Closed Questions

Open Questions

Sample Questions Included

Multiple ChoiceCore NPS question - segments into Promoters, Passives, Detractors

On a scale of 0 to 10, how likely are you to recommend [Company/Product] to a friend or colleague?

012345678910

Open-EndedCritical follow-up to understand the "why" behind the score

What is the primary reason for your score?

Open-EndedActionable feedback for improvement

What could we do to improve your experience?

Multiple ChoiceIdentifies key drivers of loyalty

Which of these aspects influenced your score the most?

Product QualityCustomer ServicePrice/ValueEase of UseReliabilityOther

Multiple ChoiceEnables closed-loop feedback process

May we follow up with you about your feedback?

YesNo

When to Use This Template

Quarterly or annual relationship health tracking

Post-purchase loyalty measurement

Competitive benchmarking

Customer segment analysis

Growth prediction and investor reporting

Best Practices

1.Use the exact 0-10 scale for benchmark comparability
2.Always include the follow-up "why" question
3.Send at consistent intervals for trend tracking
4.Close the loop with Detractors within 48 hours
5.Celebrate and leverage Promoters for referrals and testimonials

Industries Using This Template

SaaSE-commerceFinancial ServicesTelecomHealthcareHospitality

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Frequently Asked Questions

For relational NPS, quarterly is common. For transactional NPS, within 24-48 hours of the interaction. Don't survey the same customer more than once per quarter.

NPS measures overall loyalty and likelihood to recommend. CSAT measures satisfaction with specific interactions. NPS is better for overall brand health; CSAT for specific touchpoints.

Related Resources

Guide