Net Promoter Score (NPS) Survey

This template includes one required NPS rating field on a 0-10 scale and one follow-up text field for the reason behind the score. It is designed to keep the survey short while still capturing the context needed to interpret the number. Use it as a starting point for customer, employee, or product feedback. You can add conditional logic later if you want different follow-up prompts for promoters, passives, and detractors.

Use NPS when you need a quick loyalty or sentiment signal and want a low-friction survey that people will actually finish. It works well after onboarding, support interactions, renewals, product milestones, or internal engagement check-ins. If you need detailed diagnostics, incident reporting, or multi-step issue intake, a longer form is a better fit. NPS is strongest as a pulse, not as a full investigation.

The right cadence depends on the relationship you are measuring. Customer NPS is often sent after meaningful milestones or on a recurring schedule, while eNPS is usually run periodically rather than continuously. Avoid sending it so often that the score becomes noisy or people stop responding. The template works best when the timing is tied to a clear event or a consistent measurement cycle.

Any team that owns the experience being measured can run this survey, such as customer success, product, HR, or operations. The important part is that someone is responsible for reviewing the responses and closing the loop on low scores. If the survey is anonymous, make sure the process still supports follow-up at the aggregate level. If it is not anonymous, disclose how the response will be used.

Use the reason field to capture the context behind the score in the respondent's own words. Keep the prompt open enough to avoid steering the answer, but specific enough to be useful. If you expect sensitive feedback, consider anonymous submission or a clear consent note before collecting PII. The reason field is where the template becomes actionable, so review it alongside the score rather than separately.

Yes, and that is one of the main reasons to use this template. The same structure works across use cases, but the wording of the score prompt and reason prompt should match the audience. For employee surveys, avoid collecting unnecessary PII and consider whether anonymity is needed. For product surveys, keep the language tied to the specific feature, journey, or release being measured.

A common mistake is treating the score as the whole story and ignoring the reason field. Another is asking the survey too often or in contexts that do not reflect the experience you want to measure. Teams also sometimes make the follow-up question too long, which hurts completion. Finally, avoid adding extra required fields unless they are truly needed, because that can reduce response quality.

Ad-hoc feedback is useful, but it is hard to compare across time because the wording and context change. This template standardizes the score and reason so responses can be tracked, reviewed, and routed consistently. It also makes it easier to build a repeatable process for analysis and follow-up. If you need a simple, reusable measurement point, a template is much easier to operationalize than scattered messages.