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NPS Survey Form Template

Run the standard Net Promoter Score survey with the follow-up question that turns a loyalty number into product direction.

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NPS Survey Form Template

Run the standard Net Promoter Score survey with the follow-up question that turns a loyalty number into product direction.

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When to use this template

  • You want a recurring loyalty benchmark to review alongside revenue metrics every quarter.
  • Leadership or investors ask 'how do customers feel about us' and you have anecdotes instead of a tracked measure.
  • You suspect churn risk is building in a segment and want detractors to identify themselves before they cancel.
  • You need a systematic way to surface promoters to feed review requests, referrals, and case studies.

How to use this template

  1. 1

    Click “Use this template” Get your own copy of this form in the editor instantly.

  2. 2

    Edit the labels or fields if needed. Remove what you don’t need, make things optional, or keep our expert structure.

  3. 3

    Publish and share the link Send it to your team or clients to start collecting structured responses.

Common mistakes when using this form

  • Surveying only after support interactions or onboarding wins. Trigger-based sampling measures the trigger, not the relationship — an NPS collected at happy moments will flatter you right up until the churn report does not.
  • Obsessing over the score while ignoring response rate. A small or self-selected sample can differ from the wider customer base. Record how many people were invited, how many answered and how the sample was chosen before interpreting a trend.
  • Averaging the 0-10 answers. NPS is promoters-minus-detractors by design; a mean of 7.8 sounds healthy while hiding a detractor bloc that the proper calculation would have exposed as a negative score.

Frequently Asked Questions

What is a good NPS score for SaaS?

Above zero means promoters outnumber detractors under the standard calculation. A useful interpretation also needs sample size, audience, channel and timing. Compare your own results under similar conditions and read the explanations before drawing conclusions about customer loyalty.

How often should I send an NPS survey?

Quarterly for most products, and never to the same person more than twice a year. Relationship NPS moves slowly, so monthly sends add fatigue without adding signal. A rolling sample — a fraction of your base each month, everyone once per cycle — keeps the trend fresh at low annoyance.

What follow-up question should an NPS survey ask?

One open question: 'what's the main reason for your score?'. Resist adding more — every extra question suppresses completion of the two that matter. If a detractor's reason demands depth, that is what the follow-up conversation is for, with a human, not with three more form fields.

What should I do with NPS detractors?

Reach out personally within two days, reference their stated reason, and try to fix their specific issue — not to argue the score. Detractors who get a genuine response frequently convert to passives or promoters, and the ones who do not have at least told you precisely why they will churn.

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