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Net Promoter Score (NPS) Survey Template
Measure customer loyalty and satisfaction with this comprehensive Net Promoter Score® survey template.
Customize it to suit your specific needs, and build the perfect feedback system to understand customer sentiment, identify improvement opportunities, and track loyalty metrics that drive business growth.
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Create effective feedback and customer satisfaction surveys that deliver actionable insights
Make an Net Promoter Score survey using Formly's no-code platform.
Fully brand your form with colors, fonts, and logos and place them exactly where your customers are—in post-purchase emails, support interactions, and customer touchpoints.
Net Promoter Score survey template FAQs
1. How do I use this NPS survey template to measure customer satisfaction?
Start by selecting the ready-made template in Formly's no-code form builder. From there, you can easily customize the core NPS question and follow-up questionnaire, add conditional logic to gather specific feedback from promoters versus detractors, and create thank-you pages that encourage further engagement. The template includes the standard 0-10 rating scale plus open-ended feedback fields, but can be tailored to your specific industry, customer journey, product or service. It's the fastest way to launch a professional Net Promoter Score survey without starting from scratch.
2. What questions should I include beyond the standard Net Promoter® rating?
Effective surveys typically include the core likelihood-to-recommend question followed by targeted follow-ups based on the score. For promoters (9-10), ask what they love most or how they'd describe your service to others. For passives (7-8), explore what would make their experience exceptional. For detractors (0-6), focus on specific pain points and improvement suggestions. You can also add demographic questions, product usage queries, or customer journey touchpoint feedback to gain deeper insights into different customer segments.
3. Can I customize this survey in Formly?
Yes! This survey is fully customizable. You can fully update the design to match with your brand colors, fonts, and logo to create a cohesive customer experience. Beyond aesthetics, you can tailor follow-up questions to your specific business, add conditional logic to show relevant prompts based on NPS scores, and integrate customer identification fields to track responses by account or segment. This makes it perfect for SaaS companies, e-commerce businesses, service providers, and any organization focused on measuring and improving customer loyalty.
4. How do I set up conditional logic for different NPS scores?
Survey creation is a breeze with Formly. In our form builder, you can create different question paths based on the initial NPS rating. Set up specific follow-up questions for each score range—asking promoters about referral opportunities, understanding what drives passive customers, and identifying specific issues for detractors. You can also customize thank-you messages and next steps based on scores, like inviting promoters to leave reviews or directing detractors to customer support resources.
5. Where can I deploy my survey?
You can deploy your survey at key customer touchpoints! Send it via email after purchases or support interactions, embed it in your app or website, or include it in onboarding sequences. Share the direct link in customer success outreach, add it to renewal processes, or trigger it based on customer behavior. Whether customers are responding on mobile or desktop, Formly's surveys are fully responsive and provide a smooth experience across all devices.
You can even take advantage of Formly's integration with Google Sheets to streamline your workflow and connect survey data to 3000+ apps and automation tools.
6. How do I act on survey responses and track and improve my Net Promoter Score over time?
With our built-in notification features, you can automatically receive alerts for low scores and route them to customer success teams immediately. Set up automated follow-ups based on score ranges, and integrate with tools like Zapier, HubSpot, or your CRM to automatically update customer records, trigger retention campaigns for detractors, or identify upsell opportunities with promoters. Want to close the loop?
Use the feedback to create improvement action plans, reach out to unhappy customers directly, or recognize team members mentioned by promoters—all based on the specific insights gathered through your survey.
Use this satisfaction survey template to collect feedback regularly and gauge customer sentiment changes. The core "likelihood to recommend to a friend or colleague" question helps you benchmark performance against industry standards and track NPS over time.
Deploy surveys at consistent intervals to see trends, and use the data to inform strategic decisions around product development, pricing, and customer experience improvements. Each respondent provides valuable customer feedback that helps you understand what drives loyalty and identify specific areas to improve NPS scores across different customer segments.
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