Template Questions
Both Survey Questions
NPS is intentionally minimal. The 0–10 loyalty question is the only standardised, benchmarkable metric. The follow-up open text gives you the why — the qualitative insight that turns a score into action. Two questions. That's all you need.
01How likely are you to recommend us to a friend or colleague? (0–10)NPS Scale
02What is the main reason for your score?Open Text
Understanding NPS
Promoters, Passives, and Detractors
0–6
Detractors
Unhappy customers who may actively discourage others from buying.
7–8
Passives
Satisfied but unenthusiastic. Vulnerable to competitive offers.
9–10
Promoters
Loyal enthusiasts who fuel growth through word-of-mouth.
Your NPS = Promoters% − Detractors%. Passives do not count toward the score. Scores range from −100 to +100. Above +30 is good. Above +50 is excellent. The open text question tells you why — which is what you actually need to move the number.
How It Works
Measure Loyalty in 3 Steps
1
Use This Template
2 questions pre-loaded. Send in 60 seconds — no setup required.
2
Share with customers
Post-purchase email, support close, in-app. No login needed.
3
See your NPS live
Score, segmentation, and open text reasons update instantly.
Sample Results
Your NPS Dashboard
After 243 responses, here's what your live dashboard shows. The Detractor percentage and open text responses are where improvement starts:
NPS Survey · 243 responsesRolling 90 days
—
Net Promoter Score
142
Promoters (9–10)
64
Passives (7–8)
37
Detractors (0–6)
Pro
Response Timeline Analytics
FAQ
Frequently Asked Questions
Is this NPS survey template free?
Yes. Free forever, no signup required from you or your customers. Up to 100 responses free. Pro ($19/month) allows 10,000 responses and response timeline analytics for tracking NPS trends.
What is NPS (Net Promoter Score)?
NPS is a loyalty metric based on one question: how likely are you to recommend us, on a 0-10 scale. Scores 9-10 are Promoters, 7-8 are Passives, 0-6 are Detractors. Your NPS = Promoters% minus Detractors%. Range: -100 to +100.
What is a good NPS score?
Any positive score means more Promoters than Detractors. Above +30 is good. Above +50 is excellent. Above +70 is world-class. SaaS companies average around +30; consumer brands like Apple have historically scored above +70.
How often should I measure NPS?
Transactional NPS (sent after a purchase or support ticket) can run continuously. Relationship NPS (overall brand loyalty) is typically sent quarterly. More than quarterly for relationship NPS risks survey fatigue and lower response rates.
What is the difference between NPS and CSAT?
NPS measures overall loyalty and likelihood to recommend — a leading growth indicator. CSAT measures satisfaction with a specific interaction. Use NPS to track brand health over time; use our CSAT template to diagnose specific touchpoints.
How do I improve a low NPS?
Segment your open text: contact Detractors directly to resolve their issues, ask Promoters for referrals, and use Passives' feedback for quick wins. Track NPS monthly to see whether changes are working.
Measure loyalty in 60 seconds
2 questions. Instant NPS. No signup from anyone.
Use This Template — FreeNo signup required · Free up to 100 responses · Pro from $19/month