Net Promoter Score® (NPS) survey template

Question 1

What is an NPS survey template?

Answer

An NPS survey template is a ready-to-use format designed to measure customer loyalty and satisfaction. It includes a key question asking customers to rate their likelihood of recommending a brand, product, or service on a 0-10 scale, followed by an open-ended question for additional feedback.

Using an NPS template ensures consistency in data collection and helps track trends over time.

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Question 2

Why should I use an NPS survey template?

Answer

An NPS survey is a simple yet powerful tool for businesses to:

Measure customer loyalty and satisfaction.
Identify promoters, passives, and detractors.
Gather actionable insights to improve products or services.
Benchmark performance over time.
Enhance customer experience by addressing feedback.

Question 3

How do I calculate my Net Promoter Score?

Answer

The Net Promoter Score (NPS) is calculated as follows:NPS = % of Promoters - % of Detractors

Promoters (9-10): Loyal customers who recommend your brand.
Passives (7-8): Satisfied but not enthusiastic customers.
Detractors (0-6): Unhappy customers who may discourage others.

For example, if 60% of respondents are promoters, 30% are passives, and 10% are detractors, your NPS would be 60 - 10 = 50.

Question 4

Can I customize an NPS survey template?

Answer

Yes! While a standard NPS survey follows a simple format, you can customize it by:

Tweaking the NPS question to match your brand’s tone.
Adding follow-up questions for deeper insights.
Adjusting the design to align with your branding.
Distributing it via email, website, app, or SMS.

Question 5

What is the NPS question and its variations?

Answer

The standard NPS question asks: "How likely are you to recommend our product/service to a friend or colleague?" on a 0-10 scale. However, you can modify it to fit different contexts, such as:

"How likely are you to recommend [company name] to someone in your industry?"
"Based on your experience, how likely are you to refer our service to a friend?"
"How likely are you to recommend [product] after your recent purchase?"

These variations help tailor the NPS survey template to specific customer interactions and industries.

Question 6

How often should I send an NPS survey?

Answer

The ideal frequency depends on your goals and customer interactions:

Transactional NPS: Sent after key interactions, such as a purchase or support call.
Relational NPS: Sent periodically (quarterly or bi-annually) to track overall sentiment.
Event-driven surveys: Used after major updates or product launches.

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Question 7

What is a good NPS score?

Answer

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NPS scores vary by industry, but general NPS benchmarks are:

Above 70: Excellent – strong customer loyalty.
30 to 70: Good – a solid customer base.
0 to 30: Room for improvement.
Below 0: Concerning – signals high dissatisfaction.

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Question 8

Can an NPS survey measure customer satisfaction?

Answer

While NPS measures loyalty, you can complement it with a CSAT (Customer Satisfaction) survey, which focuses on short-term satisfaction. CSAT surveys typically ask customers to rate their experience on a 5-point or 7-point scale, providing additional context to NPS results.

Question 9

How can marketing teams use NPS surveys?

Answer

Marketing teams can use NPS surveys to:

Identify brand advocates for word-of-mouth marketing.
Collect testimonials and case studies.
Improve messaging based on customer sentiment.
Optimize referral programs by engaging promoters.

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Question 10

How can product teams use an NPS survey template?

Answer

Product teams can leverage NPS surveys to:

Identify product strengths and areas for improvement based on user feedback.
Prioritize feature development by understanding customer needs.
Reduce churn by addressing concerns raised by detractors.
Measure the impact of product updates and iterations over time.

Question 11

How can I improve NPS survey response rates?

Answer

To boost NPS survey responses, follow these tips:

Keep it short – limit it to 1-3 questions.
Use multiple channels – email, website pop-ups, in-app messages, or SMS.
Personalize the invite – address customers by name and use relevant context.
Choose the right timing – avoid sending too soon after an interaction.
Offer incentives – encourage participation with discounts or rewards.

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Question 12

Is Survicate’s NPS survey template free?

Answer

Yes, Survicate offers a free NPS survey template with up to 25 responses per month. You can easily set up and distribute your survey across multiple channels. For advanced features, such as automation, integrations, and detailed analytics, paid plans are available.

Question 13

How do I get started with an NPS survey?

Answer

Sign up for Survicate.
Choose an NPS survey template from the library.
Customize the template with your branding and questions.
Distribute the survey via email, website, app, or SMS.
Analyze results in real-time and take action based on feedback.

With Survicate’s NPS survey template, you can measure customer loyalty, gather insights, and make data-driven decisions to enhance your business.

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Net Promoter Score® (NPS) survey template

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All native integrations are
1-click and code-free

We’re here to support you 
along the way

Net Promoter Score® (NPS) survey template

What is an NPS survey template?

Why should I use an NPS survey template?

How do I calculate my Net Promoter Score?

Can I customize an NPS survey template?

What is the NPS question and its variations?

How often should I send an NPS survey?

What is a good NPS score?

Can an NPS survey measure customer satisfaction?

How can marketing teams use NPS surveys?

How can product teams use an NPS survey template?

How can I improve NPS survey response rates?

Is Survicate’s NPS survey template free?

How do I get started with an NPS survey?

Large section heading

All native integrations are1-click and code-free

We’re here to support you along the way

We’re also there

All native integrations are
1-click and code-free

We’re here to support you 
along the way