NPS survey
A bare NPS number tells you the temperature but not the diagnosis. This template pairs the standard 0-10 question with the open follow-up that turns a score into a fixable reason — and segments the analysis by promoter, passive, and detractor.
Best for: Founders, PMs, and CX teams tracking loyalty and closing the feedback loop.
Use this template free1 of 6
How likely are you to recommend us to a friend or colleague?
A live preview of this template. Click through it. Nothing gets sent.
The questions
- 1How likely are you to recommend us to a friend or colleague?NPSThe standard 0-10 scale. 9-10 promoters, 7-8 passives, 0-6 detractors.
- 2What's the main reason for your score?Long textThe single question that makes NPS actionable — without it you have a number and nothing to do about it.
- 3What were you trying to accomplish when you last used us?Long textAnchors the score to a real job, not a vague mood.
- 4What's the one thing we could do to earn a higher score from you?Long text
- 5Have you recommended us to anyone in the last month?Single selectYes / No — past behavior is a truer loyalty signal than stated intent.
- 6What's your role?Short textLets you slice the score by segment instead of averaging everyone together.
How to run it well
- Route the follow-up by score: detractors get 'what went wrong?', promoters get 'what would you tell a friend about us?' — the same question wastes both.
- Never report the average. NPS is promoters minus detractors as a percentage; an average hides the bimodal split you actually care about.
- Send after a real moment of value, not on a fixed calendar — a survey fired mid-frustration measures the bug, not the relationship.
- Read detractor verbatims weekly and reply to the ones who left contact info; closing the loop converts more detractors than any roadmap item.
- Track the trend, not the absolute. A score of 30 climbing beats a score of 45 sliding.
FAQ
How is the NPS score actually calculated?
Take the percentage of promoters (9-10) and subtract the percentage of detractors (0-6). Passives (7-8) count toward the total but not the score. The result ranges from -100 to +100.
How often should I run an NPS survey?
Relationship NPS works quarterly so you can track the trend without fatiguing people. Transactional NPS fires right after a key interaction. Pick one and be consistent — comparability matters more than frequency.
Why does the open follow-up matter so much?
The number tells you whether loyalty is moving; the 'why' tells you what to do about it. Without verbatims you can watch the score drop for a quarter and still have no idea which fix to ship.
Related templates
- Customer satisfaction (CSAT) surveyMeasure satisfaction on a real interaction, not a vague overall rating.
- Onboarding feedback surveyFind exactly where new users stall before they reach value.
- Feature prioritization surveyForced-tradeoff questions that separate must-haves from nice-to-haves.
- Pricing sensitivity survey (Van Westendorp)The four Van Westendorp questions that map your acceptable price range.