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Customer Net Promoter Score (NPS) Survey Template

‘Word of Mouth’ is the best marketing any company can get—and the most enthusiastic customers are the ones spreading it. With SurveyLegend’s powerful Net Promoter Score (NPS) survey template, you’ll discover just how likely your customers are to recommend your brand to friends and colleagues.

The NPS score is a simple yet powerful way to measure how customers feel about your brand. It’s based on one key survey question: “How likely are you to recommend us to a friend or colleague?” Customers respond on a scale from 0 to 10, and their answers help categorize them as Promoters, Passives, or Detractors. This quick snapshot gives you a clear idea of where your brand stands in the customer journey. High response rates to NPS surveys mean more accurate insights, helping you identify trends, improve service, and create better experiences at every touchpoint.

Tracking your NPS score over time helps you measure the impact of service changes, pinpoint trends, and turn passive users into loyal promoters. By asking one simple question “On a scale of 0 to 10, how likely are you to refer our company to a friend or colleague?” you’ll uncover insights that reflect both repurchase intent and referral potential.
 

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Turn NPS Survey Results into Real Customer Loyalty

The survey segments respondents into Detractors (0–6), Passives (7–8), and Promoters (9–10)—the latter being your most enthusiastic customers. These Promoters are the voice of your brand, driving growth through genuine recommendations.

Customize the easy-to-use NPS template to fit your business needs and start tracking what really matters: customer satisfaction. Sign up for free and create your first insightful survey today!

Info: Net Promoter Score is a trademark of Satmetrix Systems, Inc, F. Reichheld, and Bain & Company

Why Customer Satisfaction Is Your Secret Weapon

Customer satisfaction is a crucial aspect of any business, as it directly impacts customer loyalty and retention. Measuring customer satisfaction helps companies understand their strengths and weaknesses, identify areas for improvement, and make data-driven decisions to enhance their products or services.

To truly understand how customers perceive your brand, it’s essential to gather consistent customer feedback. Listening to this feedback allows businesses to measure customer experience more effectively, uncover pain points, and recognize what’s working well. When companies act on these insights, they not only boost satisfaction but also build stronger, more loyal customer relationships over time.

Boost Customer Insights with NPS Question Templates

One effective way to measure consumer satisfaction is through Net Promoter Score (NPS) surveys. NPS surveys provide valuable feedback from customers, helping businesses to gauge their overall customer allegiance and satisfaction. By using NPS survey templates, companies can create customized surveys that cater to their specific needs and goals.

Beyond measuring loyalty, NPS surveys also offer a deeper look into customer sentiment, allowing businesses to understand how their customers truly feel about their brand experience. Well-designed surveys not only boost response rates but also uncover insights that can transform average customers into enthusiastic brand advocates. By analyzing the results and acting on the feedback, companies can elevate both customer experiences and long-term satisfaction.

Understanding Net Promoter Score Surveys

Net Promoter Score (NPS) surveys are a popular method for measuring customer loyalty and satisfaction. An NPS survey typically consists of a single question that asks customers how likely they are to recommend a company, product, or service to a friend or colleague. The responses are then categorized into three groups: promoters (loyal enthusiasts), passives (unenthusiastic customers), and detractors (unhappy customers). NPS surveys provide a simple yet effective way to gauge customer satisfaction and loyalty, allowing companies to identify areas for improvement and make targeted changes to enhance their customer experience.

Breaking Down the Net Promoter Score Method

In addition to the numerical scores, many NPS surveys include follow-up questions that invite qualitative feedback. This open-ended input gives companies deeper insights into why customers feel the way they do—whether positive or negative. By combining these written responses with the score itself, businesses can better understand the “why” behind the ratings. This holistic approach helps organizations uncover recurring issues, highlight standout moments, and ultimately strengthen overall customer loyalty by responding thoughtfully and strategically to customer needs.

NPS Question and Templates

The NPS question is a straightforward and simple query that asks customers about their likelihood of recommending a company, product, or service. The question can be worded in various ways, but the core idea remains the same. NPS survey templates can be customized to fit specific business needs and goals, and they often include follow-up questions to gather more detailed feedback from customers. By using NPS question templates, companies can create effective surveys that provide actionable feedback and help them improve their customer experience.

A well-thought-out NPS survey design ensures that businesses not only capture a score but also gather meaningful insights. While the basic NPS question remains the foundation, asking how likely a customer is to recommend your company, thoughtful design elements like question placement, tone, and timing can significantly impact response quality. Incorporating clear follow-up prompts and a user-friendly layout helps encourage honest feedback and higher completion rates. By refining the structure of your survey, you can get the most value out of every customer interaction.

Net Promoter Score NPS Calculation

The Net Promoter Score (NPS) is calculated by subtracting the percentage of detractors from the percentage of promoters. This score provides a clear and concise metric for measuring customer loyalty and satisfaction. To calculate the NPS, companies need to categorize customer responses into promoters, passives, and detractors, and then apply the following formula: NPS = % Promoters – % Detractors. The resulting score can range from -100 to +100, with higher scores indicating greater customer loyalty and satisfaction.

While the NPS score gives a quick snapshot of customer sentiment, it is equally important to dig deeper into the results to uncover underlying trends and insights. Companies can follow up with customers, especially detractors and passives, to understand the reasons behind their ratings. Comparing current scores with past performance also helps identify whether recent changes have positively or negatively impacted customer loyalty. This deeper analysis allows businesses to move beyond the numbers and take meaningful steps to enhance the overall customer experience.

Creating a Net Promoter Score Survey

Creating a Net Promoter Score (NPS) survey is a straightforward process that involves several key steps. First, companies need to define their goals and objectives for the survey, such as measuring customer satisfaction or identifying areas for improvement. Next, they need to choose an the survey template that fits their specific needs and customize it to include relevant questions and follow-up queries. Finally, companies need to deploy the survey through various channels, such as email or website integration, and analyze the results to gain valuable insights into their customers’ needs and preferences. By following these steps, businesses can create effective NPS surveys that provide practical insight and help them enhance their customer experience.

Using NPS Surveys to Improve Customer Experience

To get the most out of your NPS survey, it’s important to go beyond the core question and include optional demographic questions. These help segment responses and identify patterns within specific groups, allowing you to better understand the preferences and behaviors of your target market. Additionally, ensuring that your support team is aligned with the survey process can make a big difference. They can help interpret feedback, respond to dissatisfied customers, and play a vital role in closing the loop. With thoughtful design and cross-team collaboration, your NPS survey becomes a strategic tool for driving continuous improvement.

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