Free NPS Survey Template
Use this NPS survey template to measure net promoter score for your product or service. Copy the survey below or download it to customize for your team.
Download Template (Word) →
What This Covers
| Section | Details |
|---|---|
| NPS Question | Standard 0-10 likelihood-to-recommend scale |
| Follow-up Questions | Open-ended questions to capture reasons behind the score |
| Contact Opt-in | Option for respondents to request a follow-up conversation |
| Thank-you Message | Closing message after survey completion |
| Score Categories | Promoters (9-10), Passives (7-8), Detractors (0-6) |
| NPS Formula | % Promoters minus % Detractors = NPS (-100 to +100) |
NPS Survey Template
Introduction
Thank you for taking the time to provide your feedback. Your input is valuable in helping us improve our products/services. Please take a moment to answer the following question.
Survey Question
On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?
- 0 - Not at all likely
- 10 - Extremely likely
Follow-up Questions
- What is the primary reason for the score you gave? (Open-ended response)
- What could we do to improve your experience with our company/product/service? (Open-ended response)
- Would you like to be contacted by our team to discuss your feedback further?
- Yes
- No
Thank You Message
Thank you for your valuable feedback! We appreciate your time and effort in helping us serve you better.
How NPS Scoring Works
Responses fall into three categories based on the score given:
Promoters (9-10)
Loyal customers likely to refer others and continue buying.
Passives (7-8)
Satisfied but not enthusiastic. Vulnerable to competitor offers.
Detractors (0-6)
Unhappy customers who may discourage others from using your product or service.
NPS = % Promoters - % Detractors
Scores range from -100 to +100. A positive score means you have more promoters than detractors.
Frequently Asked Questions
Common questions about NPS surveys.
An NPS (Net Promoter Score) survey measures customer loyalty with a single question: "How likely are you to recommend us to a friend or colleague?" on a 0-10 scale. Follow-up questions capture the reasoning behind the score.
Subtract the percentage of Detractors (scores 0-6) from the percentage of Promoters (scores 9-10). Passives (scores 7-8) are not included in the calculation. The result ranges from -100 to +100.
A quarterly cadence works well for most organizations. Sending surveys too frequently causes response fatigue and lower completion rates. For transactional NPS, send the survey shortly after each customer interaction.
Any score above 0 is positive. Scores above 50 are considered strong. The right benchmark depends on your industry -- B2B software companies typically average between 30 and 40.
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