Net promoter score (NPS) survey template

Questions to consider for your net promoter score (nps) survey

Use these questions as suggestions when editing your copy. Keep the ones that fit your purpose and add any details your process needs.

• How likely are you to recommend us to a friend or colleague?
• What is the main reason for your score?
• What could we do to improve your experience?
• Which recent experience most influenced your answer?
• What should we keep doing?
• May we contact you to understand your feedback in more detail?

How to use the responses

Use a consistent zero-to-ten recommendation scale when measuring NPS. Review the score alongside written feedback and the number of responses, then follow up on themes your team can address.

Act on NPS feedback from customers

For a relationship survey, define which customers you want to hear from and the collection period. Keep the recommendation question on the same 0–10 scale. Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. NPS is the promoter percentage minus the detractor percentage, with all three groups in the total.

Ask for the main reason behind the rating before adding other questions. A short explanation often gives your team a better starting point for follow-up than a longer list of unrelated ratings. Explain whether replies are identifiable and how contact details will be used.

Example: a software customer says the product is useful but their team struggles to complete its initial setup. The follow-up can ask which step is difficult and whether they would like someone to contact them. Assign that response to a customer success owner and record the next action in your own workflow. These are suggested questions and review steps to configure, not preset routing in the template.

Choose where answers arrive before sending the survey. Review them in Youform or configure a Google Sheets, Slack, or Zapier workflow. If you need a CRM task, set up the trigger, customer matching, and action explicitly. Decide who checks incoming feedback and how urgent requests reach that person.

Keep invitation timing and reporting consistent across collection periods. Configure recurring invitations and any suppression rules in your chosen sending system; copying this template does not schedule a campaign. Report the audience, dates, response count, and themes with the score. Keep a survey about a particular support interaction separate from a relationship NPS series.

Features and scoring guidance reviewed 14 September 2026. See the linked scoring method and current Youform plans below. Adding your logo, custom domains, partial submissions, and advanced analytics require Pro; connected services may have their own fees.

How to customize and share this template

1. Name the experience you want feedback on and ask while respondents can still recall it clearly.
2. Keep rating scales consistent and add an open question about the reason behind the answer. Remove questions that your team cannot act on.
3. Decide how you will review results and follow up. Test the wording with someone unfamiliar with the form before sending it to the intended audience.