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NPS Survey Template

The standard 0 to 10 recommend question and nine optional follow-ups that explain the number. Try it yourself first.

  • 10questions
  • About 3 minto complete
  • Only Q1required
  • 0 to 10the NPS question
Use this template Take the survey first
NPS Survey · answer to move through it
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Question 1 of 10 The number
How likely are you to recommend us to a friend or colleague?
0
1
2
3
4
5
6
7
8
9
10
Not at all likelyExtremely likely
Question 2 of 10 In your words
What is the main reason for the number you gave?
Question 3 of 10 In your words
What is the one thing we should change first?
Question 4 of 10 Reply
If you would like a reply to what you wrote, how can we reach you?
Question 5 of 10 One click
Which of these had the most influence on your number?
Product or service quality
Price and value
Help and support
Reliability
How easy we are to deal with
Something else
Question 6 of 10 Drivers
What we sell does what I need it to do.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 7 of 10 Drivers
Our prices are fair for what I get.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 8 of 10 Drivers
The last time you needed help from us, how quickly was it resolved?
The same day
Within a week
Longer than a week
It is not resolved yet
I have not needed help
Question 9 of 10 One cut
How long have you been buying from us?
Less than 3 months
3 to 12 months
1 to 3 years
More than 3 years
Question 10 of 10 Closing rating
How likely are you to buy from us again?
1
2
3
4
5
Very unlikelyVery likely

The 10 NPS survey questions

An NPS survey asks customers how likely they are to recommend you to a friend or colleague, from 0 to 10, and reports the percentage of promoters (9 or 10) minus the percentage of detractors (0 to 6).[2] Open all ten, scales and all, in the free online survey maker.

Plain text, one question per line, with the answer scale.

The NPS question

Asked first. In the SuperSurvey Response Benchmark, 95.0% of people who reached this 0 to 10 question answered it, in a median of 4.0 seconds.[4]

  1. How likely are you to recommend us to a friend or colleague?0 to 10, requiredPut your company or product name in place of "us".

Why that number

Two boxes in the customer's own words, then an optional line for a reply. For written feedback with no score, use the customer feedback survey.

  1. What is the main reason for the number you gave?Open text, optionalTag each answer with one theme, then count themes by band.
  2. What is the one thing we should change first?Open text, optionalFrom detractors, this is your first list of fixes.
  3. If you would like a reply to what you wrote, how can we reach you?Short text, optionalSkipped, the whole survey stays anonymous.

What moved it

The reason as one countable click, then three drivers most customers can judge.

  1. Which of these had the most influence on your number?Choose one, optionalCountable even when only twenty customers reply.
  2. What we sell does what I need it to do.5-point agree, optional
  3. Our prices are fair for what I get.5-point agree, optional
  4. The last time you needed help from us, how quickly was it resolved?Choose one, optionalThe last option keeps customers who never called out of the count.

Closing

One cut, then the outcome that sits beside the recommend answer.

  1. How long have you been buying from us?Choose one, optionalRead customers under three months as a group of their own.
  2. How likely are you to buy from us again?5-point likelihood, optionalRecommending and buying again are different promises; compare them.

The NPS question for other moments

The same question and anchors, worded for the moment you send it. For staff, the eNPS survey asks it about the workplace.

  1. Thinking about this order, how likely are you to recommend us to a friend or colleague?0 to 10, after a purchase
  2. After today's conversation with our team, how likely are you to recommend us to a friend or colleague?0 to 10, after a support call or chat
  3. How likely are you to recommend [product name] to a friend or colleague?0 to 10, for one product or app
  4. How likely are you to recommend [company name] to a colleague at another company?0 to 10, for a business account
  5. Based on your first weeks with us, how likely are you to recommend us to a friend or colleague?0 to 10, after onboarding

How to send it and read the result

Send it once or twice a year to read the relationship, or after a purchase or support call to read one experience. Ask each customer at most once every three months.[3] After a support call, the customer service survey adds whether the problem was fixed.

Your NPS is the promoter share minus the detractor share. Passives stay in the total but add nothing to either share.[2]

AnswerGroupExample with 50 replies
9 or 10Promoter22 customers, 44%
7 or 8Passive18 customers, 36%
0 to 6Detractor10 customers, 20%
NPSPromoters minus detractors44 - 20 = +24

At 50 replies, one detractor turning promoter adds 4 points, so read the trend across rounds. Call back detractors who left a contact; if they are already leaving, the cancellation survey asks why.

One long horizontal scale bar split into three zones by two dividers, with marker pins above each zone and a subtraction bracket beneath the outer two
One outer group minus the other.

NPS survey FAQ

How many questions should an NPS survey have?

One question makes the number. Add a reason box and only what you will act on. This template has ten; only the first is required, so a customer in a hurry still counts.

Are NPS surveys anonymous?

This one is, unless a customer chooses otherwise: it asks for no name or email, and question 4 lets anyone who wants a reply leave a contact. That is how you close the loop with a detractor.[3]

What is a good NPS?

Any result above zero means promoters outnumber detractors. Past that, compare each round with your last one on the same wording and customers: a rise shows your fixes landed.

What is the difference between NPS and CSAT?

NPS asks whether a customer would recommend you, a read on the whole relationship. CSAT asks how satisfied they were with one purchase or contact. For that moment, use the customer satisfaction survey.

Related satisfaction survey templates

When the question is narrower than the whole relationship, start from one of these. More are in the satisfaction survey templates collection.

SatisfactionCustomer Satisfaction SurveyThe general satisfaction read: one score, its drivers, and a worked scoring example.12 questions, 3 min SatisfactionCustomer Feedback SurveyWhen you want written feedback rather than one comparable number.12 questions, 4 min SatisfactionCustomer Service SurveyAfter one help request, while the detail is still recoverable: was it fixed, how hard was it.10 questions, 2 min SatisfactionBrand Loyalty SurveyWhen repeat buying and switching risk matter more to you than a recommendation.16 questions, 4 min SatisfactionPost-Chat and Post-Call SurveyStraight after one live chat or phone call with your support team.10 questions, 3 min SatisfactionGuest Satisfaction SurveyHotels, restaurants and venues, where the visit is the product.12 questions, 3 min

Michael Hodge, survey methodology and questionnaire design · Updated 25 September 2026 · How templates are reviewed

Net Promoter Score, Net Promoter and NPS are trademarks and service marks owned by Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.[1]

Sources (4)
  1. Bain and Company. Trademarks and licensing. Net Promoter System. netpromotersystem.com
  2. Bain and Company. Measuring Your Net Promoter Score. Net Promoter System. netpromotersystem.com
  3. Bain and Company. Three Types of Net Promoter Scores. Net Promoter System. netpromotersystem.com
  4. SuperSurvey Response Benchmark, 16 September 2023 to 25 August 2026: 25,112 analyzed surveys with 998,864 completed responses, out of 2,274,520 responses platform-wide. Method note.

Ask your customers the NPS question

Ten questions, about three minutes, one required answer. Open it in the editor with every scale in place, then put your company name into question 1.

Use this template