Customer experience teams and product managers use this template to measure customer loyalty through Net Promoter Score (NPS) methodology. The survey identifies promoters, passives, and detractors while gathering specific feedback about what drives customer recommendations. These insights help prioritize improvements that directly impact customer retention and referral rates.
Core NPS Question
1. How likely are you to recommend our company to a friend or colleague?
- 0 - Not at all likely
- 1
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 - Extremely likely
Follow-up and Context
2. What is the primary reason for your score?
- Open text response
3. How long have you been a customer?
- Less than 6 months
- 6 months to 1 year
- 1-2 years
- 2-5 years
- More than 5 years
4. How frequently do you use our product or service?
- Daily
- Weekly
- Monthly
- Quarterly
- Rarely
Product Experience
5. How would you rate the overall quality of our product?
- Excellent
- Good
- Average
- Poor
- Very poor
6. Our product meets my specific needs and requirements.
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagree
7. How easy is it to use our product?
- Very easy
- Easy
- Moderate
- Difficult
- Very difficult
8. Rate the value for money of our product on a scale of 1-10, where 1 = Very poor value and 10 = Excellent value.
- 1 - Very poor value
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 - Excellent value
Customer Service
9. Have you contacted our customer support in the last 6 months?
- Yes
- No
10. If you contacted support, how satisfied were you with the help you received?
- Very satisfied
- Satisfied
- Neutral
- Dissatisfied
- Very dissatisfied
- I haven’t contacted support
11. Rate our response time to your inquiries on a scale of 1-10, where 1 = Very slow and 10 = Very fast.
- 1 - Very slow
- 2
- 3
- 4
- 5
- 6
- 7
- 8
- 9
- 10 - Very fast
Future Relationship
12. How likely are you to continue using our product in the next 12 months?
- Definitely will continue
- Probably will continue
- Might or might not continue
- Probably will not continue
- Definitely will not continue
13. Would you consider purchasing additional products or services from us?
- Yes
- No
- Unsure
14. What one improvement would make you more likely to recommend us?
- Open text response
15. Any additional comments or suggestions?
- Open text response
How to use this template
Deploy this NPS survey quarterly to maintain consistent customer sentiment tracking without causing survey fatigue. Send it 30-60 days after a customer’s initial purchase or onboarding completion when they’ve had sufficient time to form meaningful opinions. Email distribution works best for B2B customers, while in-app pop-ups or post-transaction surveys suit B2C environments. Target a 7-10 minute completion time by keeping questions concise and relevant.
Segment responses immediately into promoters (9-10), passives (7-8), and detractors (0-6) to calculate your NPS score. Focus heavily on detractor feedback to identify urgent improvement areas that prevent churn. Use promoter responses to understand what drives satisfaction and replicate those experiences across your customer base. Create action plans within two weeks of survey completion, addressing the most common themes from open-ended responses. Follow up directly with detractors to resolve specific issues and demonstrate your commitment to improvement. Track NPS trends over time rather than focusing on single survey results, as consistent directional movement provides more valuable insights than isolated scores.
Recommended tools
Delighted
Delighted specializes exclusively in NPS surveys with automated follow-up sequences that trigger based on customer scores. Their platform includes built-in NPS benchmarking across industries and automatic segmentation of promoters, passives, and detractors for targeted follow-up campaigns.
SurveyMonkey
SurveyMonkey offers robust NPS analytics with trend tracking and statistical significance testing for score changes over time. Their advanced reporting features include text analytics for open-ended responses and integration capabilities with CRM systems for automated customer outreach.
Survicate
Survicate provides multiple NPS survey distribution methods including website widgets, email campaigns, and mobile in-app surveys from a single platform. Their real-time dashboard updates and Slack integrations enable immediate response to detractor feedback and rapid customer service escalation.
