Net Promoter Score (NPS)
Capture how likely your customers are to recommend you and use an open follow-up to understand the why behind the score.
The Net Promoter Score uses a single question to measure how likely a recommendation is. This template adds an open reason and a driver question so you not only count promoters, passives and detractors, but also understand them.
When should you use this template?
This template is a great fit for:
- As a recurring loyalty indicator (relationship NPS)
- After key touchpoints (transactional NPS)
- For benchmarking over time and across segments
Every question in this template
- 1NPS (0–10)
How likely are you to recommend us to a friend or colleague? *
- 2Long text
What is the most important reason for your score?
- 3Single choice
Which area influenced your score the most?
- Product
- Price
- Customer service
- Delivery
- Other
Frequently asked questions
How is the NPS calculated?
Percentage of promoters (9–10) minus percentage of detractors (0–6). The result ranges from -100 to +100.
Why an open follow-up question?
The open question provides the context behind the score: you learn specifically what delights promoters and what bothers detractors.
Start with this template
Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.