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
Related survey templates
- Customer Satisfaction (CSAT)Measure how satisfied your customers are across the key touchpoints and surface concrete areas to improve.
- Product FeedbackUnderstand how satisfied your users are with your product, which features they value and what they are still missing.
- Support and Service Feedback (CSAT)Capture right after a support contact how satisfied your customers were with the resolution, the advice and the effort involved.
- System Usability Scale (SUS)The standard usability questionnaire: 10 statements, one score from 0 to 100 – comparable with thousands of studies. Includes the established German translation.
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.