Net Promoter Score (NPS) is a simple way to measure how likely customers are to recommend your business, product, or service to others.
But the score is only part of the story. The most useful NPS surveys also ask customers why they gave a particular score and what you can do to improve their experience.
This NPS survey template combines the standard NPS question with follow-up questions about product quality, customer support, value, and overall experience. Use it as-is or customize it to focus on the parts of the customer journey you want to understand.
The template includes the core NPS question along with follow-up questions that help you understand what's behind your score.
Rating scale: 0–10
Use the standard NPS question to measure customer loyalty and identify Promoters, Passives, and Detractors.
Open-ended
Find out what's driving your customers' scores instead of relying on the number alone.
Open-ended
Give customers a direct way to tell you what needs to change.
Measure how customers perceive the quality of what you offer.
Understand whether your offering is meeting customer expectations and requirements.
Find out whether customers believe they're getting enough value from your offering.
Measure how customers perceive your responsiveness and support.
Go beyond recommendation intent and measure customers' likelihood of returning.
Understand how customers perceive their interactions with your support team.
Give customers an opportunity to highlight what your business is doing well.
NPS gives you a simple way to track customer loyalty, but the feedback behind the score can be even more valuable.
Using an NPS survey gives you the ability to:
In the E-commerce sector, staying tuned to customer preferences is essential. With the customer sentiment analysis toolkit, businesses can dive into their customer base’s preferences and opinions effortlessly. This tool not only classifies customers into promoters, passives, and detractors but also allows for the collection of insightful feedback and determines E-commerce NPS. By analyzing the feedback provided, e-commerce platforms can pinpoint the exact aspects that customers adore or find lacking. Armed with this information, businesses can adapt their product offerings, refine the user experience, and ultimately boost customer engagement and loyalty.
Effective healthcare goes beyond medical treatments; patient satisfaction plays a critical role. This sentiment analysis solution for healthcare providers categorizes patients according to their sentiments: promoters, passives, or detractors. This classification lays the groundwork for improving patient care. The feature that truly sets this solution apart is its ability to extract detailed feedback about medical staff, facilities, and communication by determining healthcare NPS. By comprehensively understanding patients’ viewpoints, healthcare facilities can implement data-driven changes that bring loyalty, address concerns, and create a healthcare environment that truly prioritizes patient satisfaction.
The hospitality industry thrives on memorable guest experiences. To cater to diverse guest sentiments, the sentiment trend tracking feature of this toolkit proves invaluable. By monitoring shifts in guest sentiment over time, hospitality providers can anticipate changing preferences and expectations. The tool classifies guests into promoters, passives, and detractors, shedding light on their individual experiences. This insight enables providers to personalize services, ensuring exceptional guest satisfaction. By effectively addressing concerns raised by detractors and amplifying practices praised by promoters, the hospitality industry can establish a reputation for steadfast focus on guest satisfaction. Figure out hospitality NPS scores with our template that accurately measures guest satisfaction.
Crafting software that resonates with users requires a deep understanding of their needs and feedback. With our template, know-how software NPS score plays an important role in determining how well the organization fulfilled customers’ needs and feedback. The feedback categorization tool provided in this toolkit streamlines this process. It sorts user feedback into promoters, passives, and detractors, offering a clear view of user sentiments. But what truly makes this solution indispensable is its focus on detailed feedback. Businesses can reveal software strengths and weaknesses by examining feedback in each category. This approach empowers developers to prioritize enhancements, troubleshoot issues, and create software that results in higher user satisfaction. In the software sector, this insight-driven approach can be the key to building lasting user loyalty.
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
NPS = % of Promoters − % of Detractors
Customers are grouped based on their response to the 0–10 NPS question:
For example, if 55% of your respondents are Promoters and 20% are Detractors:
NPS = 55 − 20 = 35
Passives are included when calculating the percentage of responses, but they aren't included directly in the NPS calculation.
Every customer experience is different. Customize this template to ask the questions that matter to your business.
With SurveySparrow, you can:
Conditional logic, piping, variables, and other smart survey features can help you create a more relevant experience for each respondent.
Reach customers through the channels they already use.
Share your NPS survey through:
You can also set up recurring surveys and reminders to collect feedback at the frequency that works for your customer journey.
Your NPS score tells you where customer loyalty stands. The responses behind that score tell you what to do next.
Use your survey responses to:
SurveySparrow provides real-time response analysis, while its customer journey capabilities can help connect feedback to different parts of the customer experience.
Use the familiar 0–10 recommendation question so customers understand exactly what you're asking.
The NPS score tells you what customers feel. A follow-up question tells you why.
Only ask questions that help you understand customer loyalty or identify opportunities to improve the experience.
Consider sending NPS surveys after customers have had enough time to experience your product or service.
Look at NPS by customer type, product, plan, region, or other relevant segments to find differences hidden by your overall score.
Use feedback from Detractors to identify problems, learn from Promoters about what's working, and follow up when appropriate.
An NPS survey measures how likely customers are to recommend your company, product, or service to others. It typically uses a 0–10 rating question followed by one or more questions about the customer's experience.
The standard NPS question is:
"On a scale from 0 to 10, how likely are you to recommend our company, product, or service to a friend or colleague?"
NPS can range from -100 to +100. What counts as a strong score depends on factors such as your industry, customer base, and benchmark.
Rather than focusing only on a single score, track how your NPS changes over time and understand the reasons behind the responses.
The core NPS question can be followed by a small number of relevant questions. Keep the survey focused so customers can complete it quickly while still giving you enough context to understand their score.
Send an NPS survey after customers have had a meaningful opportunity to experience your product or service. The right timing depends on your customer journey and the type of experience you're measuring.
Yes. You can customize the questions, answer options, design, and follow-up logic to fit your business and customer experience goals.
Yes. SurveySparrow's NPS template supports recurring surveys and reminders, allowing you to collect feedback at regular intervals.
Yes. SurveySparrow allows respondents to submit feedback anonymously when that option is enabled.
SurveySparrow provides you the option to submit feedback anonymously if you prefer.
Yes, our survey features conditional logic, which tailors follow-up questions based on your initial responses for more relevant feedback.
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