Net Promoter Score® (NPS) Survey Template

Net Promoter Score® | NPS Survey Template

Net Promoter Score is a Customer Satisfaction Metric that measures how likely your audience and customers are to recommend your brand and services to their friends, family, and colleagues. With this expert, ready-to-use NPS Survey Template, you can start measuring multi-channel customer loyalty feedback in minutes.

Run NPS Surveys to gauge customer loyalty and satisfaction, and their likelihood to recommend the business. Use Net Promoter Score and analytics to improve customer experience, increase customer loyalty and drive business growth.

The NPS Survey Template consists of the standard NPS question to understand how likely customers are to recommend your brand to others. Customers can rate their loyalty on a scale of 0 to 10 and also share their experience with your brand in their own words through the second question in this template, which is an open-ended or comment-box question. You can customize this survey template as per your brand identity.

Net Promoter Score Survey Template FAQ

1. What is NPS®?
NPS, or Net Promoter Score, is a measure of customer loyalty and satisfaction. It quantifies the willingness of customers to recommend a company, brand, product, or service to others. It is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a single score that businesses use to evaluate and track customer sentiment.
2. How often should I send an NPS® survey?
The frequency of sending NPS surveys depends on factors such as the customer lifecycle, relevant touchpoints, and industry norms. It is essential to strike a balance between gathering valuable feedback and not overwhelming customers with excessive surveys. Consider timing the surveys after key interactions and events, respecting customer time and avoiding survey fatigue. Monitoring and analyzing results will help you determine the appropriate frequency for your business.
3. Can I add multiple NPS® questions in a survey?
The traditional Net Promoter Score (NPS) methodology typically involves asking a single question: "On a scale of 0-10, how likely are you to recommend our company/product/service to a friend or colleague?" The NPS score is then calculated based on the responses to this single question. However, it is possible to include additional questions in an NPS survey to gather more insights and feedback from customers. These additional questions can help you understand the reasons behind the NPS rating or gather specific feedback on various aspects of your business.
4. What response rate can I expect?
Depending on your industry and how often you communicate with your customers, you could see anywhere from a 5-15% response rate.