Net Promoter Score® (NPS) Survey Template 🚀 Survicate

Net Promoter Score Template FAQ

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a widely recognized customer satisfaction metric. It’s measured with a simple two-part survey that combines a rating and an open-ended follow-up question. With its help, you’ll quantify and track customer loyalty and predict company growth. The secrets behind its effectiveness and high response rates are simplicity and a customer-centric approach.

What is the Net Promoter Score (NPS) survey question?

The typical NPS survey structure consists of two questions: a rating and a free-response, open-ended question.

The main NPS question goes as follow:

“How likely are you to recommend our company/product to your friends and colleagues?”

To answer it, the respondents need to pick a score from 0 (“not likely”) to 10 (“very likely”).

The second question demands the respondents to share their feedback and explain their score. The answers to this question will help you add context to the numerical results and hear your customers’ thoughts.

Take a look at the survey template above to see a real-life NPS survey example.

What are the Net Promoter Score (NPS) question examples?

The first Net Promoter Score question is set in stone, but you can get more creative with the second one. Just don’t detract from the topic and stay mindful of the context. For example, don’t ask your dissatisfied customers what they like about your product or service—they’re likely not in the mood to sing your praises.

With survey skip logic that you can find in Survicate, you can create different paths for your respondents and customize your surveys to fit your brand.

Here are a few tried-and-tested NPS survey question examples:

What is the reason for your score?
What can we do to improve your score?
What’s the one thing you would change about our product/service?
What would convince you to use our product/service more often?
How would you feel if you could no longer use our product/service?
How does our product/service meet your needs?
Why did you choose our company over the competition?

Here are a few popular B2B customer satisfaction survey questions:

How satisfied are you with our product/services?
How likely are you to recommend our product/services to your colleagues?
How easy is it to use our product/services?
How satisfied are you with the following features (e.g., security, customer service, reliability, value for money, interface)?

Always complement close-ended survey questions with open-ended questions. They allow your customers to freely express their opinions and explain their answers to the previous questions. Here are some examples of open-ended B2B customer satisfaction survey questions:

Which problems does our product/service help you solve?
Is there anything you’d like to share with us?
What is the reason for your score?
If you could change one thing about our product/service, what would it be?
If you could add one thing to improve our product/service, what would it be?

With a B2B customer satisfaction survey, you can investigate your clients’ general satisfaction with your company, or with specific aspects of your product or service. Not sure which questions will fit your survey best? Start with checking out the B2B customer satisfaction survey template above. Use it as inspiration or just run it as-is. You can also read our list of 20 powerful customer satisfaction survey questions!

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How is Net Promoter Score calculated? What is the NPS formula?

To calculate Net Promoter Score, you need to subtract the percentage of your detractors from the percentage of your promoters. Here’s the NPS formula:

NPS = % of Promoters – % of Detractors

Promoters are respondents who chose scores of 9 to 10. They’re your loyal customers who are most likely to recommend you to their friend and colleagues.

Detractors are respondents who chose scores of 0 to 6. Detractors are unsatisfied customers who aren’t likely to do business with you again, and might spread negative word-of-mouth about you.

Passives are the respondents who chose the scores of 7 to 8. They’re quite happy with your service but they’re not your biggest fans. They’re not taken into account in the NPS calculation.

If you run your NPS surveys with Survicate, you’ll get an automatic NPS calculation and response breakdown in the free report panel.

How do I create a Net Promoter Score (NPS) survey?

To run a successful NPS survey, stick to these four grand rules:

Distribute surveys on your audience’s most frequented channels. Catch your respondents when and where they’re the most engaged!
Don’t make your surveys an annoying obstacle. Show the NPS survey on the most appropriate customer journey touchpoints, e.g. after completing a purchase using a particular app feature. Don’t disrupt your users’ flows and don’t show NPS surveys to brand new users or visitors.
Launch NPS surveys regularly. Monitor the changes in your score, and take action if needed. It’s best to re-run the survey yearly (if you’re a small company) or bi-yearly (if you’re a middle-sized or big company).
Keep the feedback loop going. Gathering your answers is just half the battle won. Now you have to act to make your customers feel heard.

With Survicate, you can have your survey up and running in a matter of minutes.

Once you set up your free account, just use this Net Promoter Score template—and you’re ready to go. You can customize it to fit your brand and edit or add questions.

Distribute your survey via email, website, web app, or mobile app—no coding required. Set up an event or identity targeting if you want, and wait for your answers.

In your account panel, you’ll find a survey report with your NPS score and response breakdown. You’ll be able to easily see the whole story and act on your feedback. And to discover if your NPS score is good or not, make sure to check out our NPS benchmarks report and see how you stack up against your competitors.

If you need more data for analysis or you’d like to run a follow-up nurturing campaigns, integrate Survicate with your favorite tool.

All of that in a free account with no time limit.

But the best way to see how Survicate works is to try it out yourself. Set up your free account now!

Net Promoter Score® (NPS) survey template