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NPS Survey Template

The NPS Survey is a short, strategic tool designed to measure customer loyalty and predict long-term business growth.

It is centered around a single question: “How likely are you to recommend [Company Name] to a friend or colleague?” Responses on a 0–10 scale categorize customers into Promoters (9-10), Passives (7-8), and Detractors (0-6). The final NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a number between -100 and +100.

Key Benefits

The data collected from these surveys is vital for strategic planning and growth:

  • Measures Customer Loyalty and Advocacy
  • Predicts Future Business Growth
  • Provides an Industry Benchmarking Standard
  • Identifies Customers for Quick Service Recovery
  • Gathers Qualitative Feedback on the “Why”
Use this template
Number of questions:
13

Questions used in this template

Net Promoter Score (NPS) Survey

Thank you for taking the time to participate in our survey. Your feedback is invaluable in helping us improve our products / services. Please answer the following questions honestly.

Product / Service

Q1. On a scale of 0 to 10, how satisfied are you with our product / service?

(0 = Not at all satisfied, 10 = Extremely satisfied)

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Q2. Why did you score us that way?

(Please specify below)

Q3. On a scale of 0 to 10, how likely are you to recommend our product / service to a friend or colleague?

(0 = Would not recommend, 10 = Highly recommend)

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Q4. What improvements, if any, would you suggest to make our product / service better?

(Please specify below)

Q5. On a scale of 0 to 10, how would you rate the ease of use of our product / service?

(0 = Not at all easy, 10 = Very easy)

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Customer Support

Q6. On a scale of 0 to 10, how satisfied are you with our customer support?

(0 = Not at all satisfied, 10 = Extremely satisfied)

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Product Features

Q7. Which features do you find most valuable in our product / service?

(Please specify below)

Q8. How does our product / service compare to competitors in the market?

(Please specify below)

Q9. On a scale of 0 to 10, how likely are you to choose our product / service over a competitor in the future?

(0 = Not at all likely, 10 = Extremely likely)

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Q10. On a scale of 0 to 10, how would you rate our communication regarding updates, promotions, or changes to the product / service?

(0 = Not very good at all, 10 = Excellent)

  1. 0
  2. 1
  3. 2
  4. 3
  5. 4
  6. 5
  7. 6
  8. 7
  9. 8
  10. 9
  11. 10

Q11. Is there anything else you would like to share regarding your experience with our product / service?

(Please specify below)

About You

Q12. How old are you?

  1. Under 18
  2. 18 – 24
  3. 25 – 34
  4. 35 – 44
  5. 45 – 54
  6. 55 – 64
  7. 65+

Q13. What gender do you identify as?

  1. Male
  2. Female
  3. Transgender
  4. Non-binary
  5. I describe myself in another way (please specify):
  6. Prefer not to answer

Thank you once again for participating in our survey.

Your feedback is crucial to our ongoing efforts to improve and enhance our offerings. We appreciate your time and value your input.