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Net Promoter Score Survey Template

Use this quick NPS Survey Template to measure how likely your customers are to recommend your brand and services to others.

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Want to measure customer loyalty, and reduce churn? Use this powerful template to get insights on how likely your customers are to recommend your business to a friend, family or a colleague. NPS Survey Template can help you identify Promoters, Passives, and Detractors using simple NPS question. 

Questions in Net Promoter Score Survey Template

  1. 1. On a scale of 0-10, how likely are you to recommend us to a friend or colleague?
  2. 2. What is the primary reason for your score?

The template uses a simple NPS questions that allows you to:

  • Focus on Promoters: Nurture loyalty and leverage their word-of-mouth marketing.
  • Engage Passives: Convert them into active supporters by addressing their concerns.
  • Turn Detractors around: Understand their problems and take action to regain their trust.

How to Use NPS Survey Template?

  1. Edit the template: After you login/sign up to your Zonka Feedback account, locate the template or click on 'Edit this Template' option at the top of this page.
  2. Customize the template: Once you are in the editing mode, you can personalize the template by white labeling, personalizing the branding, adding logos, customizing questions & question types, and integrating brand elements to align it with your unique requirements
  3. Preview the survey: Before finalizing the survey, you can take a moment to preview the template. This will help you view it from the eyes of your customers. Once you are satisfied you are ready for the next step.
  4. Share the template: Zonka Feedback offers you multiple ways to share your template. You can distribute the template via web, in-app, email, sms, offline, and integration.

Here are some channel-specific uses of NPS survey template across industries to share your survey-

1. Website Surveys

  • Ecommerce: After placing an order, display a pop-up NPS survey to gauge purchase satisfaction and potential for recommending your products.
  • Saas: After users complete a free trial or sign up for a paid plan, use an embedded email, pop-up, or slide-up NPS survey to measure initial impressions and potential for long-term loyalty.
  • News/Media: After reading an article or watching a video, offer an NPS survey in the form of a pop-up, feedback button, or embed survey to gauge content engagement and reader loyalty.

2. Email Surveys

  • Hotels: After completing a stay, send an email NPS survey to measure guest satisfaction and likelihood of recommending your hotel.
  • Financial Services: After a loan approval or account closure, use email NPS to understand customer sentiment and satisfaction with services.
  • Travel Agencies:After a completed tour or booked vacation package, send an email NPS survey to assess customer satisfaction and travel experience.

3. SMS Surveys

  • Delivery Services: After receiving a delivery, send a quick SMS NPS survey to understand delivery experience and customer satisfaction.
  • Mobile Apps: After completing a key action within your app, like making a purchase or finishing a level, send an SMS NPS survey to gauge in-app experience and user engagement.
  • Healthcare: After a doctor's appointment or medical procedure, send an SMS NPS survey to assess patient satisfaction and experience with the healthcare service.

4. Product/App Surveys

  • Software: Integrate an NPS prompt within the app itself after completing a specific task or achieving a milestone, offering a seamless feedback channel.
  • Physical Products: Include a product insert with a QR code linking to an NPS survey for customers to provide feedback on product quality and usage experience.
  • Subscription Boxes: After receiving a box, embed an NPS question within the product packaging or welcome email to gauge first impressions and customer excitement.

5. Integration

  • CRM: Integrate NPS surveys with your CRM to automatically trigger surveys after specific customer interactions, like subscription renewal, closing a support ticket or resolving a complaint.
  • Helpdesk: Trigger NPS surveys within your helpdesk like Zendesk, Freshdesk, Intercom, etc. platform to capture immediate feedback after customer support interactions.
  • Marketing Automation: Integrate NPS surveys with your marketing automation platform to segment customers based on their scores and tailor future communications accordingly.

Remember - Adjust the NPS question and follow-up prompts to suit your specific industry and target audience. Choose the distribution channels that best align with your customer touchpoints and communication preferences. Close the feedback loop by sharing survey results and taking action based on customer insights.

Key Features of Net Promoter Score Survey Template

  1. Survey Customization: Align the NPS question and follow-up prompts with your brand voice and specific objectives. Access full customization by white-labeling your surveys, incorporate your logo, colors, and design elements for a seamless brand experience.
    Use skip-logic, dynamic surveys, and prefill data to create smart surveys and show specific questions to specific respondents based on their feedback.
  2. Multi-lingual Surveys: Reach a global audience by offering NPS surveys in multiple languages. Improve response rates and gather insights from diverse customer segments.
  3. Automate Workflows: Trigger NPS surveys automatically after key customer interactions by setting up automated workflows. Set up alerts for low scores, enabling prompt follow-ups and issue resolution. Segment customers based on NPS responses for targeted communications and loyalty programs.
  4. Keep Teams in the Loop: Notify relevant teams or individuals in real-time about new NPS responses via SMS, Slack, MS teams, etc. Assign feedback to specific agents for faster action and resolution. Foster a culture of customer-centricity and accountability across departments.
  5. Real-time Reporting and Analytics: With Zonka Feedback advanced reporting and analytics feature, view NPS scores instantly to monitor customer sentiment trends. Analyze feedback by score category (promoters, passives, detractors) to identify strengths and areas for improvement. Track NPS trends over time to measure the impact of customer experience initiatives. Uncover valuable insights from open-ended responses using text analytics.

Maximizing the potential of NPS Survey Template

  • Close the feedback loop: Share improvements to the customers based on the responses, showcasing your commitment to listening.
  • Regularly measure: Track your NPS over time to monitor progress and identify areas for improvement.
  • Celebrate achievements: Recognize and reward teams that champion the customer experience.

By strategically using the NPS survey template across various channels, you can gain valuable customer feedback, understand loyalty levels, and ultimately drive growth and positive word-of-mouth in your industry.

Net Promoter Score Survey Template FAQs

  • 1. What is NPS Survey Template?

    Net Promoter Score (NPS) survey templates are a benchmark metric from Bain & Company, widely used for measuring customer loyalty and customer sentiments and reduce churn. They typically consist of a single question that asks customers how likely is it that they would recommend your product or service to friend or colleague usually followed by an open ended question for both qualitative and quantitative customer feedback.

    The NPS is measured by using a simple question “How likely are you to recommend [this company name/brand] to your friends and colleagues?” The respondents rate this question on a scale of 0-10 where 0-6 are detractors, 7-8 are passives and 9-10 are promoters.

  • 2. How often should I send an NPS survey template to measure Customer Loyalty?

    The frequency of using Net Promoter Score (NPS) survey template depends on your specific goals and the nature of your business. There's no one-size-fits-all answer, but here are some considerations to help you determine how often you should send NPS surveys:

    1. Transaction Frequency: If your business has frequent customer interactions, such as an e-commerce site or a subscription service, you might send the surveys more frequently, such as after each purchase or on a monthly basis.

    2. Purchase Cycle: Consider aligning your NPS survey frequency with your typical customer purchase cycle. For example, if customers tend to make purchases on a quarterly basis, using the NPS survey template every quarter can be suitable.

    3. Customer Lifecycle Events: Send customized NPS survey template at critical points in the customer lifecycle, such as after a customer's first purchase, after the first year as a subscriber, or after they've made a certain number of purchases. This can help you capture valuable feedback from both new and loyal customers.

    4. Event-Based Surveys:Send NPS surveys after specific events or interactions, such as a support ticket resolution, a product upgrade, or a service renewal. These events are crucial moments for collecting feedback.

    5. Regular Check-Ins: Some businesses opt for regular NPS surveys as part of an ongoing feedback loop with their customer base. For example, you might send quarterly or annual NPS surveys to gauge long-term customer sentiment.

    6. Trigger-Based Surveys: Use triggers to automatically send customised NPS survey template based on customer actions or behaviors. For instance, if a customer hasn't made a purchase in a while, you can trigger the NPS form to understand why. This approach can help you re-engage unhappy customers.

    7. Balancing Frequency and Response Rates: Be mindful of survey fatigue. Sending personalized NPS survey template too frequently can result in lower response rates and potentially annoy your customers, including unhappy customers. Balance your need for data with respecting your customers' time.

    Ultimately, the right frequency for measuring customer satisfaction and loyalty depends on your business model, customer behavior, and goals. It's important to strike a balance that allows you to gather valuable feedback from both loyal customers and unhappy customers without overwhelming your customer base. Regular analysis of the data you collect can help you determine whether your current frequency is effective or if adjustments are needed in your NPS campaign.

  • 3. Can I add multiple NPS questions in a survey template?

    In order to maintain accuracy in your survey responses, it is recommended to have only single Net Promoter Score question with a follow-up open-ended question. That will give you more practical suggestions for customer base; some of which are loyal enthusiasts and some, who require action for retention.

  • 4. What response rate can I expect NPS Customer Satisfaction Surveys?

    Depending on your industry and how often you communicate with your customers during customer journey, you could see anywhere from a 5-15% response rate.

  • 5. How do I use NPS Survey Template to survey customer base online?

    Zonka Feedback's NPS Survey Template can be customized with your own survey questions and branding to send engaging surveys to collect both qualitative feedback and quantitative feedback.

    Using a Net Promoter Score (NPS) Survey Template to survey your customer base online involves distributing the survey through various digital channels. Here's how you can effectively use different distribution channels for your NPS survey using Zonka Feedback:

    1. Website: You can trigger Customer Satisfaction surveys on your website throughout visitor/customer journey. This allows you to measure Net Promoter Scores with your website experience, content experience, and post purchase using survey widgets like Pop-up, Slide-up, Bottom Bar, Pop-over, link survey, and so on.

    2. Email: Send NPS surveys via email to your customer base. The platform enables seamless distribution of email NPS survey template via in-signature, survey embeds, post-resolution, and more. You can even create workflows to trigger them from within your CRM or HelpDesk based on events. It also allows you to segment your email list to send surveys to specific customer segments. For example, you might send emails with different NPS survey questions to new customers and long-time customers.

    3. SMS: Send Transactional NPS surveys as text messages to customers who have provided their mobile numbers. Keep the list of survey question short and easy to complete on a mobile device. Choose an appropriate time to send SMS surveys, such as after a recent transaction or interaction to gather insights.

    4. In-App Surveys: If you have a mobile app, consider incorporating in-app NPS surveys. Prompt users to rate their experience within the app at multiple stages of their customer lifecycle.

    5. Integrations: Integrate NPS survey Template to your CRM software to automatically send surveys based on customer interactions or trigger events. Integrate NPS surveys into your customer support system so you can send them after a support ticket is resolved.

  • 6. How do I calculate Net Promoter Score?

    Once you have sent your Net Promoter Score surveys and gathered insights on your services, product, support team, etc., you can calculate the NPS score using a simple formula - Subtracting the Percentage of Detractors from the Percentage of Promoters.

    NPS = % of Promoters – % of Detractors

  • 7. What is in the NPS Survey Template?

    A short for consisting of NPS Survey question and a follow up question. It asks how likely someone is to recommend your company and lets them elaborate on the reason for the score.

    The first is the rating question that asks users to select a number on a scale , and the follow-up question brings qualitative insight to how customers feel and be able to create customer segment based on unenthusiastic customers and happy customers.

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