Free NPS Report Template
Summarize and analyze Net Promoter Score data for any reporting period. Includes sections for overall NPS score, promoter/passive/detractor breakdown, verbatim feedback, trend analysis, and an actionable improvement plan.
Download NPS Template (Google Docs) →
Report Structure
1. Executive Summary
- Overview:Brief summary of NPS survey results, key findings, and trends
- Overall NPS Score:Score with comparison to previous periods
- Key Insights:Most important takeaways from the survey
2. Survey Details
Survey Date: ________ to ________
Total Respondents: ____
Response Rate: ____%
Distribution: Breakdown by customer segment (demographics, product type, channel)
3. NPS Score Breakdown
| Category | Score Range | Count | Percentage |
|---|---|---|---|
| Promoters | 9-10 | — | — |
| Passives | 7-8 | — | — |
| Detractors | 0-6 | — | — |
NPS = % Promoters - % Detractors = ____
4. Verbatim Feedback
Promoters
Common themes and representative quotes
Detractors
Common themes and representative quotes
Passives
Common themes and representative quotes
5. Actionable Insights
Leverage promoter loyalty
Specific actions (referral programs, testimonials, case studies)
Address detractor concerns
Specific fixes for the top issues raised
Overall recommendations
2-3 priority actions based on the data
6. Comparative Analysis
| Period | NPS Score | Change |
|---|---|---|
| Current | — | — |
| Previous | — | — |
| Period Before | — | — |
Include industry benchmark comparison if available.
7. Conclusion
- Summary of key findings
- Next steps and timeline
8. Appendix
- Survey questions used
- Raw data or link to dataset
NPS Benchmarks
| Score Range | Rating | Interpretation |
|---|---|---|
| 70+ | World-class | Exceptional customer loyalty |
| 50-69 | Excellent | Strong loyalty; maintain and build on it |
| 30-49 | Good | Room for improvement in specific areas |
| 0-29 | Average | Significant detractor issues to address |
| Below 0 | Poor | More detractors than promoters; urgent action needed |
Industry benchmark for contact centers: +30 to +50. See our call center KPI guide for the full NPS formula and context alongside other metrics.
How NPS Differs from CSAT
| NPS | CSAT | |
|---|---|---|
| What it measures | Overall loyalty and likelihood to recommend | Satisfaction with a specific interaction |
| Question | "How likely are you to recommend us?" (0-10) | "How satisfied were you?" (1-5) |
| Scope | Relationship-level metric | Transaction-level metric |
| Best for | Long-term loyalty tracking | Immediate service quality feedback |
Use both together for a complete picture. See our CSAT report template for the companion report.
Frequently Asked Questions
Common questions about NPS reporting and analysis.
Quarterly is standard. Monthly works if you have high survey volume. The key is consistency — same methodology, same timing — so you can compare periods accurately.
15-30% is typical. Keep the survey to a single question plus an optional comment to maximize participation. Send immediately after the interaction for highest response rates.
Group detractor comments by theme (wait times, resolution quality, agent attitude, etc.). Prioritize the top 2-3 themes by frequency, assign owners, and set deadlines. Track whether NPS improves in the next period.
Track Customer Loyalty Alongside Agent Performance
HiveDesk gives contact center managers time tracking, activity monitoring, and real-time dashboards — the operational data you need to complement NPS insights. $5/user/month, all features included.