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Questionnaire template

Net Promoter Score Survey

Measures customers' likelihood to recommend (NPS), its drivers, and what promoters, passives and detractors each need.

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Customer · Customer experience. All Customer templates

Questions in this template

Your Recommendation

  1. Thank you for taking a couple of minutes to tell us how you feel about us. Your answers help us understand what keeps customers loyal.

  2. How likely are you to recommend us to a friend or colleague?

    A number from 0 to 10:

    • 0
    • 5
    • 10

  3. What is the main reason for the score you gave?

    Open answer

What Shapes Your View

  1. How satisfied are you with each of the following?

    • Product quality
    • Value for money
    • Customer service
    • Ease of doing business with us
    • Reliability

    For each row: choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  2. Which one of these had the biggest influence on your score?

    Choose one:

    • Product quality
    • Price or value
    • Customer service
    • Ease of use
    • Reliability
    • Something else

  3. What else influenced your score?

    Condition: Shown when 'Something else' was chosen

    Open answer

A Little More Detail

  1. What do you value most about us? Select all that apply.

    Condition: For customers who scored 9 or 10

    Choose any that apply:

    • Quality
    • Value
    • Service
    • Ease of use
    • Reliability

  2. What would make you more likely to recommend us?

    Condition: For customers who scored 7 or 8

    Open answer

  3. What should we change first? Select all that apply.

    Condition: For customers who scored 0 to 6

    Choose any that apply:

    • Quality
    • Price
    • Service
    • Ease of use
    • Reliability
    • Something else

  4. What else should we change?

    Condition: Shown when 'Something else' was selected

    Open answer

About You

  1. How long have you been a customer?

    Choose one:

    • Less than 6 months
    • 6 to 12 months
    • 1 to 3 years
    • More than 3 years

  2. How often do you use our products or services?

    Choose one:

    • Daily
    • Weekly
    • Monthly
    • Less often

  3. May we contact you to follow up on your answers?

    Choose one:

    • Yes
    • No