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Net Promoter Score (NPS) Survey Template
NPS is the most widely benchmarked loyalty metric. This template keeps the core question unchanged so your score is comparable with industry benchmarks, and adds two open questions so you learn why people gave the score they did.
Questions
3
Best for
Quarterly relationship surveys and post-onboarding check-ins
When to send
Quarterly for relationship NPS; 24 to 48 hours after key events for transactional NPS
The 3 questions
- 1.
How likely are you to recommend us to a friend or colleague?*
0 to 10 scale
- 2.
What is the main reason for your score?
Open text
- 3.
What is one thing we could do to improve?
Open text
Tips for using this template
- Do not change the scale or the wording of the recommend question; consistency is what makes NPS benchmarkable.
- Follow up with detractors within 24 hours.
- Route promoters to Google or Trustpilot while their positive sentiment is fresh.
Frequently asked questions
How is NPS calculated?
Percentage of promoters (9 to 10) minus percentage of detractors (0 to 6). Passives (7 to 8) count toward the total but not toward the score.