Measure customer loyalty with a structured Net Promoter Score survey. Collect the 0–10 recommendation score, the reason behind it, and suggestions for improvement — without paying for a dedicated NPS tool.
Net Promoter Score reduces customer loyalty to a single question — "How likely are you to recommend us to a friend or colleague?" on a 0 to 10 scale — and then sorts respondents into Promoters (9–10), Passives (7–8), and Detractors (0–6). Your NPS is the percentage of Promoters minus the percentage of Detractors, a number between −100 and +100. It caught on because it is comparable across time and teams, and because the follow-up "why" is where the real product signal lives. The problem it solves is not measurement for its own sake: it is having a repeatable, low-friction way to catch loyalty eroding before churn shows up in your revenue numbers.
A survey worth sending does three things this template already does. It keeps the scale intact as a genuine 0–10 choice (never collapse it to a 1–5 star rating — that breaks benchmark comparability and reclassifies who counts as a Promoter). It always pairs the score with an open "what's the main reason for your score?" field, because the number tells you the temperature and the text tells you the cause. And it captures tenure — "how long have you been using our product?" — which is the segment most teams forget. A Detractor at week one is a broken onboarding; a Detractor after a year is a broken promise, and they need completely different follow-ups. Slicing NPS by tenure cohort usually reveals more than the headline figure ever will.
Deploy it as a relationship survey on a recurring cadence, or as a transactional pulse triggered after a specific event, but never both in the same form without noting which you're running — mixing them makes the trend meaningless. Keep Name and Email optional; forcing identification depresses honesty from exactly the Detractors you most need to hear from.
All fields are fully customizable — add, remove, or reorder after opening the template.
NPS is only comparable to benchmarks and to your own history if the scale stays 0 to 10 with the standard Promoter/Passive/Detractor cutoffs. This template ships the correct eleven-point radio. Swapping it for a 1–5 rating field silently redefines who counts as a Promoter and makes every external comparison invalid.
A single quarter's score swings with sample size and who happened to respond. The open "what's the main reason for your score?" answers are the durable signal — tag them into themes (pricing, a missing feature, a specific bug) and the recurring ones are your roadmap. The score tells you the mood; the text tells you what to fix.
The "how long have you been using our product?" field is the most underused part of an NPS survey. Detractors in their first month are usually an onboarding or expectation-setting problem; Detractors past a year are a product or value problem. Reporting one blended NPS hides both.
The point of collecting the reason and the improvement suggestion is to act on them. Keep the Email field available (optional) so a human can follow up on the worst scores within a day or two. A recovered Detractor often becomes more loyal than a customer who never complained.
NPS fatigue is real: ask the same user more than once a quarter and both your response rate and your scores decay. For relationship NPS, hold to a quarterly cadence per person. For transactional NPS, tie it to a real event rather than the calendar so it never feels random.
This template is deliberately short: score, reason, improvement, tenure, plus optional contact. Every extra question you bolt on drops completion, and low completion biases the score toward whoever had the patience to finish. If you need deeper insight, recruit those respondents into a separate interview instead of lengthening the survey.
All 6 fields included. Customize and publish in minutes.
Free customer feedback form template with satisfaction ratings, recommendation score, and open comments. Collect structured feedback in minutes — no signup fee.
Free survey form template with multiple question types: radio, checkbox, dropdown, and open text. Collect structured responses without a survey platform subscription.
Free user research recruitment form. Screen and recruit participants for interviews and usability tests. Collect role, company size, tool usage, and availability.