--- generated_by: surveylegend-page-markdown title: Customer Net Promoter Score Survey Template description: Ask how likely customers are to recommend you on a 0–10 scale. Calculate NPS and review the reasons alongside the score. canonical: https://www.surveylegend.com/survey-examples-templates/customer-net-promoter-score-nps-survey-template/ --- # Customer Net Promoter Score (NPS) Survey Template [Try this template ](https://app.surveylegend.com/register/)[Preview template](https://s.surveylegend.com/-JpbE1NltZAmPoZTTUl0) ![Preview of the Customer Net Promoter Score (NPS) Survey Template](https://www.surveylegend.com/survey-template-media/previews/template-customer-net-promoter-score-nps-survey-template-survey-preview.avif) Net Promoter® Score (NPS®) Survey Template [Preview](https://s.surveylegend.com/-JpbE1NltZAmPoZTTUl0) Share [Facebook ](https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.surveylegend.com%2Fsurvey-examples-templates%2Fcustomer-net-promoter-score-nps-survey-template%2F)[LinkedIn ](https://www.linkedin.com/sharing/share-offsite/?url=https%3A%2F%2Fwww.surveylegend.com%2Fsurvey-examples-templates%2Fcustomer-net-promoter-score-nps-survey-template%2F)[X ](https://x.com/intent/tweet?url=https%3A%2F%2Fwww.surveylegend.com%2Fsurvey-examples-templates%2Fcustomer-net-promoter-score-nps-survey-template%2F\&text=Customer%20Net%20Promoter%20Score%20\(NPS\)%20Survey%20Template)[Reddit](https://www.reddit.com/submit?url=https%3A%2F%2Fwww.surveylegend.com%2Fsurvey-examples-templates%2Fcustomer-net-promoter-score-nps-survey-template%2F\&title=Customer%20Net%20Promoter%20Score%20\(NPS\)%20Survey%20Template) Net Promoter Score (NPS) is a widely used customer loyalty metric based on how likely customers are to recommend your business. Use this template to ask about the named business, product or service on the standard 0–10 scale, then review the score alongside their comments. Group valid answers as promoters (9–10), passives (7–8) and detractors (0–6). NPS is the percentage of promoters minus the percentage of detractors; passives remain in the valid-answer denominator. A score is reported as a number from −100 to +100. These groups describe answers to the recommendation question. They do not establish what an individual will buy, whether they will stay, or what they will tell others. Review comments and the respondent sample before choosing an action.   [Preview in fullscreen ](https://s.surveylegend.com/-JpbE1NltZAmPoZTTUl0 "Open in a new window")[Use this template ](https://app.surveylegend.com/register/ "Use this template")  ![Scan to preview in mobile phone](https://www.surveylegend.com/survey-template-media/qrc/customer-net-promoter-score-survey-template.png) Our mobile-ready surveys look gorgeous on any device! Scan the QRC to preview this one on your smartphone. ## Track recommendation responses over time Use the same question, scale, invitation timing and audience definition when comparing waves. Report valid response counts and note changes in sampling or service conditions. A change in NPS does not by itself show that a particular service change caused it. The recommendation question does not directly measure repurchase intent. Ask about that separately if it is part of the research task. **Create your NPS feedback survey** Leave room for customers to explain their response, then review the feedback with the team responsible for the experience. Start for free with SurveyLegend. ## Review NPS feedback in context Use the score and comments to identify issues worth examining alongside other customer and business evidence. Recommendation and satisfaction are different questions; do not label the NPS score as a satisfaction percentage. Keep the 0–10 recommendation scale and grouping rules when reporting NPS. Adapt surrounding context carefully and preview the full questionnaire before sharing. [Start with SurveyLegend](https://app.surveylegend.com/register/) Net Promoter®, NPS® and related marks are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ is their service mark. ## Why Customer Satisfaction Is Your Secret Weapon Customer satisfaction plays a central role in building lasting relationships with your audience. It influences both overall customer loyalty and retention, making it important for businesses to monitor how people experience their products and services. Clear, consistent measurement helps highlight strengths and uncover areas that need attention. To get a fuller picture of how customers perceive your brand, it helps to combine different types of customer feedback. A **transactional survey** can capture impressions right after a purchase or service interaction, while a **relationship survey** provides broader insight into long-term engagement. Including relevant **NPS® survey questions** offers an easy way to gauge loyalty by asking how likely someone is to recommend your business. This feedback becomes even more useful when shared across teams. For example, your customer support team can better understand where they are making a positive impact or where customers may be facing obstacles. ## Boost Customer Insights with NPS Question Templates Net Promoter Score (NPS) surveys are a practical way to measure customer experience and understand how your brand is performing in the eyes of your audience. They offer direct insights into how likely customers are to recommend your business, which helps businesses track their NPS score over time. An effective NPS program does more than collect data. It helps identify loyal customers who are likely to return and refer others, while also highlighting areas where the experience may be falling short. By using **customizable NPS survey templates**, businesses can tailor questions to reflect specific goals, making the feedback more relevant and actionable. In addition to tracking loyalty, NPS responses reveal how your customer base feels about the overall brand experience. With the right design and thoughtful follow-up, these surveys can lead to clearer insights, stronger relationships, and a more consistent customer experience. ## Understanding Net Promoter Score Surveys Net Promoter Score (NPS) surveys measure likelihood to recommend, a widely used indicator of customer loyalty. Ask a separate satisfaction question when you also need to understand how satisfied customers are with their experience. A typical NPS survey includes one core question: *“How likely are you to recommend our company, product, or service to a friend or colleague?” *Based on their responses, customers are placed into one of three categories: - **Promoters** – These are loyal enthusiasts who actively recommend your business and contribute to growth. - **Passives** – These customers are generally satisfied but may not be fully engaged or loyal. - **Detractors** – These are unhappy customers who are unlikely to return and may share negative feedback. This simple format can be adapted to different touchpoints, such as after a purchase or support interaction, using a transactional NPS approach. Whether you are evaluating a specific customer segment or tracking broad trends, NPS results can help pinpoint areas for improvement. To get started quickly, businesses can open a free account with platforms that offer customizable NPS templates. These tools often come with practical suggestions based on responses, making it easier to act on the feedback. ### Breaking Down the Net Promoter Score Method Beyond the standard rating question, many NPS surveys also include follow-up questions prompting customers to elaborate and explain their score in their own words. These open-ended responses add valuable context, helping businesses understand not just what customers rated, but **why** they felt that way. Combining qualitative feedback with the numerical score gives companies a clearer picture of their customer groups, including enthusiastic promoters, unenthusiastic customers, and detractors. This insight allows teams to spot recurring concerns, identify areas that are resonating well, and respond with meaningful improvements. Define whether the question concerns a recent interaction or an overall relationship. Employee recommendation questions concern a different audience and do not automatically measure satisfaction or organizational culture. Compare external benchmarks only when question wording, scale, audience, timing and sampling are sufficiently comparable. **There is a story behind every score.** Leave room for customers to explain their rating and what could improve their experience. Build your own NPS feedback survey for free with SurveyLegend. ## NPS Question and Templates A well-designed NPS survey does more than capture a score—it encourages meaningful responses that can drive real improvements. While the core question remains the same—asking how likely a customer is to recommend your company to a friend, colleague, or family member—the way you present the survey can make a big difference. Details such as question order, tone, and timing all influence how customers engage with the survey. Including a clear, open-ended question after the main rating gives people space to explain their experience in their own words. This kind of feedback helps uncover what is working and where changes are needed. Surveys that are visually clean and easy to complete tend to see better response rates. Even when detractors respond, their input can offer insight into recurring issues or moments of frustration that might otherwise go unnoticed. By refining your survey layout and language, you make it easier for customers to share feedback that is honest, specific, and valuable. ## Net Promoter Score NPS Calculation **Net Promoter Score (NPS)** is calculated by subtracting the percentage of detractors from the percentage of promoters. The score ranges from -100 to +100, with higher numbers indicating a greater balance of promoters over detractors. It all starts with one basic NPS question: *How likely are you to recommend our company, product, or service to a friend or colleague? *Based on the answer, customers are grouped as promoters, passives, or detractors. The score alone is useful, but it does not explain why people responded the way they did. [**Learn how to calculate your NPS** ](https://www.surveylegend.com/nps/how-to-calculate-nps/). To get more value from your survey, it helps to add an open-ended question after the rating. This gives people space to explain their answer and allows you to dig deeper into their thoughts in their own words. These comments often lead to more actionable feedback than the score itself. Keep your survey questions simple and relevant to encourage stronger response rates. What happens next is just as important. A good follow-up with passives or detractors can reveal missed expectations or recurring issues. Comparing current results with past surveys also helps track what has improved and where more attention is needed. ## 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** ](https://www.surveylegend.com/net-promoter-score-nps-surveys/)becomes a strategic tool for driving continuous improvement. Customer Satisfaction Survey Templates 1. [![Preview of the Customer satisfaction Survey Template](https://www.surveylegend.com/survey-template-media/previews/template-customer-satisfaction-survey-template-survey-preview.avif) Customer satisfaction Survey Template Customer satisfaction Knowing your customers is essential. Every day, you run your business, and every day, you have opportunities to hear from the people who keep it going. If you are lucky, feedback comes in on its own. Good companies listen when it does. But the businesses that grow year after year are the ones that actively ask for it.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-survey-template/) 2. [![Preview of the Customer Service Survey Template](https://www.surveylegend.com/survey-template-media/previews/template-customer-service-survey-template-survey-preview.avif) Customer Service Survey Template Customer satisfaction Great customer service matters just as much as a great product. When support is thoughtful, responsive, and reliable, it builds trust that keeps your existing customers coming back. These loyal customers are more likely to stick with your brand, even when things are not perfect, and they often become your strongest advocates, sharing their positive experiences with others.](https://www.surveylegend.com/survey-examples-templates/customer-service-survey-template/) 3. [![Preview of the Technical Support Satisfaction Survey Template](https://www.surveylegend.com/survey-template-media/previews/template-technical-support-satisfaction-survey-template-survey-preview.avif) Technical Support Satisfaction Survey Template Customer satisfaction Every day, people turn to their phones, computers, or tablets to get things done, stay connected, or find answers. Technology is part of everything now, so if you provide it, good support is not optional. It is what keeps your customers coming back.](https://www.surveylegend.com/survey-examples-templates/technical-support-satisfaction-survey-template/) 4. [![Preview of the Customer Loyalty Survey demo showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/customer-loyalty-template-preview.avif) Customer Loyalty Survey Template Customer satisfaction Use this customer loyalty survey template to understand why customers return and what could make them choose another provider. It combines recent purchase behavior with reasons to stay, perceived alternatives, and next-purchase intentions. Create your version in SurveyLegend to investigate the relationship behind repeat business.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/customer-loyalty-template/) 5. [![Preview of the Customer Needs Survey demo showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/customer-needs-template-preview.avif) Customer Needs Survey Template Customer satisfaction Use this customer needs survey template to find out what people are trying to accomplish, what gets in their way, and which improvement matters most. The questions begin with the customer’s task rather than a list of features you want to sell. Adapt the questionnaire in SurveyLegend before planning a new service or improving an existing offer.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/customer-needs-template/) 6. [![Preview of the Customer Testimonial Form demo showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/customer-testimonial-form-template-preview.avif) Customer Testimonial Form Template Customer satisfaction Use this customer testimonial form template to collect a customer’s experience in their own words. Ask what they used, what changed, and whether they are open to discussing a public testimonial. Create the form in SurveyLegend, then agree on the exact quote and attribution before publishing anything.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/customer-testimonial-form-template/) 7. [![Preview of the Subscription Cancellation Survey demo showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/subscription-cancellation-template-preview.avif) Subscription Cancellation Survey Template Customer satisfaction Use this subscription cancellation survey template to learn why subscribers leave and what they expected to achieve. The questions distinguish limited use, missing capabilities, cost, and a completed need. Build your feedback survey in SurveyLegend while keeping the actual cancellation process clear and separate.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/subscription-cancellation-template/) 8. [![Preview of the Coaching Session Client Feedback Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/coaching-session-client-feedback-template-preview.avif) Coaching Session Client Feedback Survey Template Customer satisfaction A client can appreciate a coach and still leave a session unsure what to do next. This questionnaire separates the conversation's focus from its pace and follow-through, so a positive overall impression does not hide an unresolved practical need. Use SurveyLegend to adapt the seven questions to your coaching practice.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/coaching-session-client-feedback-template/) 9. [![Preview of the Customer Engagement Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/customer-engagement-template-preview.avif) Customer Engagement Survey Template Customer satisfaction A customer can read every product tip without posting a comment. Another may join a discussion because they need help, not because they want more marketing. Create your questionnaire in SurveyLegend to learn the purpose behind the activity before deciding what to offer next.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/customer-engagement-template/) 10. [![Preview of the Advertising Agency Client Satisfaction Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/advertising-agency-client-satisfaction-template-preview.avif) Advertising Agency Client Satisfaction Survey Template Customer satisfaction This client survey separates creative quality from process and communication so an agency can act on feedback. It is distinct from consumer campaign response. Explore customer surveys and testimonial form for related tasks.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/advertising-agency-client-satisfaction-template/) 11. [![Preview of the Consulting Client Satisfaction Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/consultant-client-satisfaction-template-preview.avif) Consulting Client Satisfaction Survey Template Customer satisfaction Use this consulting client satisfaction survey template after one completed engagement. The seven optional questions separate goal alignment, delivery reliability, collaboration, practical usefulness, overall satisfaction, and one improvement. Browse related customer surveys, then adapt this focused version in SurveyLegend.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/consultant-client-satisfaction-template/) 12. [![Preview of the Franchise Satisfaction Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/franchise-satisfaction-template-preview.avif) Franchise Satisfaction Survey Template Customer satisfaction An overall relationship rating can hide different experiences with purchasing, guidance and getting a problem answered. This SurveyLegend template separates those parts of the support relationship. It helps the franchisor ask a more useful follow-up than simply whether franchisees are happy.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/franchise-satisfaction-template/) 13. [![Preview of the Landscape Customer Satisfaction Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/landscape-customer-satisfaction-template-preview.avif) Landscape Customer Satisfaction Survey Template Customer satisfaction A neat lawn does not tell the whole service story. A customer may like the finished work but still struggle with unclear arrival information or noise during a meeting. This SurveyLegend example separates those issues so a maintenance team can choose a specific follow-up action.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/landscape-customer-satisfaction-template/) 14. [![Preview of the Visitor Experience Survey Template showing its first question and answer choices](https://www.surveylegend.com/survey-template-media/previews/visitor-experience-template-preview.avif) Visitor Experience Survey Template Customer satisfaction A visitor can reach a venue and still struggle to find the entrance, understand the route, locate information, or complete the purpose of the visit. This template keeps those moments separate so a favorable overall impression cannot hide a practical obstacle. It fits museums, attractions, heritage sites, visitor centers, public facilities, gardens, and community venues. Explore \[travel templates\](https://www.surveylegend.com/survey-examples-templates/travel-hospitality-surveys/) for adjacent trip and hospitality tasks.](https://www.surveylegend.com/survey-examples-templates/customer-satisfaction-surveys/visitor-experience-template/) Free survey maker ## Start creating surveys today *for free* Create and bring your ideas to life with the survey tool used by people all over the world. 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