NPS Survey Template
The classic Net Promoter Score question with smart follow-ups: detractors, passives, and promoters each get asked exactly the right second question.
One score, one follow-up, done in thirty seconds. Your answer shapes what we build and fix next.
Net Promoter Score endures because it is one comparable number built from one unambiguous question. This template keeps the instrument pure — the standard 0–10 recommendation item, untouched — and puts all the craft into what happens after the score, which is where most NPS surveys go wrong.
The branching is the point. Asking every respondent the same generic "why?" wastes the moment. Here, conditional logic reads the score and asks the only follow-up that makes sense: detractors (0–6) get asked what it would take to win them back, passives (7–8) get asked what's missing for a 9 or 10 — the single most actionable question in the NPS canon — and promoters (9–10) get asked what they love, which hands you marketing copy in the customer's own words. Promoters also land on a different ending screen that gently asks for a public review while goodwill is at its peak. All of this is visible in the Logic panel and easy to reword.
Why the extra question. Customer tenure is the one segmentation worth its friction: NPS that is high among new customers and low among veterans tells a completely different story than the reverse, and one select answers it. We deliberately excluded everything else — no demographics, no satisfaction batteries, no "how did you hear about us". The two-question shape is why NPS response rates embarrass longer surveys.
Scoring it. NPS = the percentage of promoters minus the percentage of detractors, giving a number from −100 to +100. The Summary view shows your full 0–10 distribution and average at a glance; for the official score, export the CSV and count the two bands — a one-line spreadsheet formula. Track the trend, not the absolute number: a stable +20 beats a noisy +45.
Who runs it, and how often. SaaS teams run relationship NPS quarterly to every active account; e-commerce and service businesses trigger it transactionally after delivery or project close. Keep the survey identical between waves or the trend stops meaning anything.
Make it yours. Swap "us" for your product name in the score question but change nothing else about its wording — comparability is the entire value. Set duplicate prevention to one response per device per wave so enthusiastic customers can't double-vote, turn on email notifications to catch detractors while the frustration is fresh, and if you pipe responses onward, the signed webhook delivers each score the second it arrives.
Frequently asked questions
How is the Net Promoter Score actually calculated?
Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10); passives count toward the total only. Export the CSV and it is a one-line formula in any spreadsheet.
How does the survey show different follow-ups per score?
Three logic rules read the 0–10 answer and reveal the matching question — win-back for detractors, the "what would make it a 9" question for passives, and a love note prompt for promoters. Edit them in the Logic panel.
Can promoters see a different thank-you screen?
Yes — a set-ending rule already routes 9s and 10s to an ending that asks for a review. Point its text at your actual review destination before publishing.
How do I stop the same customer answering twice?
Turn on duplicate prevention in Settings (per device or per IP). For quarterly waves, duplicate a fresh copy of the form each wave so counts stay clean per period.