A ready-to-use conversational survey

NPS survey template

A Net Promoter Score survey that asks detractors, passives and promoters different follow-ups, so every score arrives with a reason your team can act on.

10 questionsAbout 2 min3 branches2 endingsRead the template guide

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Free to customize. No code needed.

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The real thing. Go ahead, try it.

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NPS survey

0% complete

One quick question, plus a follow-up. It takes about a minute.

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

Not likelyExtremely likely

What's inside

Every question, and where it leads

NPS
Long text
Single select
Yes / No
Email

The conversation

What a respondent is asked, in order.

One quick question, plus a follow-up. It takes about a minute.

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

NPSrequiredsplits the flow

What would it take for you to give us a 9 or a 10?

Long textrequiredsometimes asked

What's gone wrong?

Long textrequiredif score ≤ 6

Where does the trouble mostly sit?

Single selectrequiredif score ≤ 6

Are you thinking about leaving?

Yes / Nooptionalif score ≤ 6

What do you like most about working with us?

Long textrequiredif score ≥ 9

May we quote that publicly?

Yes / Nooptionalif score ≥ 9

Is there one thing we could still do better?

Long textoptionalif score ≥ 9

Would it be alright if someone followed up about your answer?

Yes / Nooptionalsplits the flow

Where should we reach you?

Emailrequiredsometimes asked

Endings

Thank you 💛

Thanks, we'll be in touch

The flow

Where each answer leads. Every route here is editable once the form is yours.

One quick question, plus a follow-up. It takes about a minute.

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

NPS

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

less or equal 6

greater or equal 9

otherwise

3What would it take for you to give us a 9 or a 10?*

Long text

4What's gone wrong?*

Long text

5Where does the trouble mostly sit?*

Single select

6Are you thinking about leaving?

Yes / No

7What do you like most about working with us?*

Long text

8May we quote that publicly?

Yes / No

9Is there one thing we could still do better?

Long text

10Would it be alright if someone followed up about your answer?

Yes / No

Would it be alright if someone followed up about your answer?

No thanks

otherwise

11Where should we reach you?*

Thank you 💛

Thanks, we'll be in touch

A labelled route is taken only by answers matching the label

A little guidance

Make the most of your next ask.

Questions to consider for your nps survey

Is this a relationship survey sent on a schedule, or a check after a specific moment like renewal or a support case?
Who owns the follow-up with detractors, and how quickly should they reply?
Where will promoter quotes be published, and does the quote question say so?
Do you want to know which customer answered, or should the survey stay anonymous?

How to use the responses

Work out the score the standard way: the share of 9s and 10s minus the share of 0s to 6s, with the 7s and 8s counted in the total. Then read the written answers by group. The detractor answers, sorted by trouble area, are your fix list, and anyone who said they are thinking of leaving and agreed to a follow-up should hear from a person within days. The passive answers tell you what separates good from great, and the approved promoter quotes can go on your site.

How to customize and share this template

1Replace "us" in the first question with your company or product name so people know exactly what they are scoring.
2Edit the trouble areas so they match the parts of your business a detractor could be unhappy with.
3Share the link after a meaningful moment, such as a month after signup or right after renewal, and keep the timing the same each round so scores compare fairly.

Frequently asked questions

How do you calculate a Net Promoter Score?

Subtract the percentage of detractors (0 to 6) from the percentage of promoters (9 and 10). Passives (7 and 8) count toward the total number of responses but not toward either group.

What should you ask after the NPS question?

Ask why, and ask it differently for each group. Detractors can tell you what is broken, passives what would win them over, and promoters what they would say about you publicly.

How often should I send an NPS survey?

Most teams send a relationship survey once or twice a year to each customer, or after key moments like onboarding and renewal. Keep the timing consistent so you compare like with like.

Is NPS the same as customer satisfaction?

No. NPS asks whether someone would recommend you, which reflects the whole relationship. A satisfaction question asks how happy they were with one product, service or interaction.

Can I use this NPS survey for free?

Yes. Use this template copies it into your account, where you can edit every question and the branching, then share it by link or embed it on your site.

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