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NPS survey template

Know who would recommend you, and the reason behind each score

Two questions: how likely customers are to recommend you, from 0 to 10, and the main reason for their score. Use it as it is or change the wording, and Usertick reads every reason and sorts it by theme, so you see what moves the score.

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What this NPS survey tells you

An NPS survey asks the one question customers can answer in a second: how likely they are to recommend you to a friend or colleague, on a scale from 0 to 10. This template adds a single open question about the main reason for the score, so each number comes with the words behind it, and the whole survey takes under a minute.

It is written for an email to your customer list, where the 0 to 10 row sits inside the message and one tap opens the reason question with the score kept. The same survey also runs on your website or in your web app as a popup, at a link you put in your own messages, or as a conversation that asks one question at a time.

Results shows the score as promoters minus detractors, the split between detractors, passives and promoters, and a score line over time. Every reason is read as it arrives and filed under a category and a theme from your list, with a sentiment, so you can see which themes come from detractors and which from promoters.

In an emailOn your websiteAs a linkAs a conversation
Questions
2
Time to answer
Under a minute
Written for
An email to your customers, with the score row inside the message
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 2 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 2 · NPS

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

Why ask it
The recommend question measures loyalty in a way people answer quickly, and the 0 to 10 scale places every customer in one of three groups: detractors, passives and promoters. Asked the same way each round, it gives you a number you can follow for years.
What you learn
Results shows the score (promoters 9 to 10 minus detractors 0 to 6), a bar of detractors, passives and promoters, the score per device and a score line over time, each against the period before.
Make it yours
Keep the wording and the scale the same from round to round, because a changed question breaks the line over time.
Question 2 of 2 · Text · Optional

What's the main reason for your score?

Why ask it
The score says how many customers would recommend you. The reason says what to keep doing and what to fix, in their own words, which a number alone can't tell you.
What you learn
Each reason with its sentiment and theme, filterable by theme, with up to 8 themes and their trends. Choose a score from 0 to 6 to narrow the page to detractors and read only their reasons.
Make it yours
Keep it optional, so a customer who only wants to tap a score still sends it. Read the detractor reasons first, then the passives, since one fix can turn them into promoters.

What the answers show

Results turns each question into numbers you can follow week by week.

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

Your NPS from promoters and detractors, compared with the period before and split by device.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Net Promoter Score (NPS) in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Schedule each round yourself

    Usertick sends to a contact list now or on a date up to 30 days ahead, and there are no recurring sends. Put the next round in your calendar when you send this one.

  2. 02

    Ask customers who know you

    Send it to customers who have used your product or service long enough to judge it. A list of people who signed up last week tells you about first impressions instead.

  3. 03

    Follow up with every detractor

    On every plan, a workflow posts each score of 6 or lower to Slack or Microsoft Teams. Give it an owner in the inbox and contact the customer within days.

  4. 04

    Set an alert on the score

    On every plan, an alert workflow tells your team in Slack or Microsoft Teams when NPS falls below a line you choose over the last 7 or 30 days.

NPS surveysEmail surveysSatisfaction questions

More NPS templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
NPSNPS deep diveGo beyond the score: see which parts of your service drive it and the one change that would raise it. Send it twice a year to customers who've been with you for three months or more.
NPSEarned Advocacy Score (EAS)Measure advocacy by what customers have actually done instead of what they intend to do: whether they recommended you or warned someone off, and why. Run it next to NPS with customers of three months or more.
CSATCustomer satisfaction (CSAT)Find out how satisfied customers are with a purchase, a visit or a support conversation. Send it within 24 hours, while the experience is still fresh.
Customer effortTask effort reviewMeasure the effort and time a key task takes, and find the step that slows people down. Show it after someone finishes a long task, such as an import or their first report.

Frequently asked questions

A steady pace, such as once a quarter or twice a year, lets you compare each round with the one before. Schedule each send yourself, since Usertick has no recurring sends.

Email reaches customers who aren't on your site, and they can tap their score inside the message. A website or web app popup reaches people while they use the product; set it to show again only after a number of days, so the same visitor isn't asked on every visit.

Read the reason, contact the customer while the problem is fresh and fix the cause. The inbox gives each response an owner, a status and notes, so no detractor is left without a reply.

Any score above zero means you have more promoters than detractors. The most useful comparison is your own score against the period before, which Results shows on the score card, because averages differ widely between industries.

Results shows the score by device. To compare plans, regions or stores, add a question that names the group, then select an answer in Results to see the score and the reasons for that group alone.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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