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Customer loyalty survey template

Find what drives your NPS, and the one change that would raise it

Four questions for established customers: the recommend score, 100 points split across what shapes it, how easy you are to work with and the one change they would make. Usertick reads every suggestion and groups it by theme.

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What this customer loyalty survey tells you

A customer loyalty survey goes past the score to the reasons behind it. This template asks the NPS question, then has customers divide 100 points across the product itself, support, price and value, reliability and ease of use, rate how easy you are to work with day to day, and name the one change that would raise their score. It takes about 70 seconds.

It is written for an email to customers who have been with you for three months or more, sent twice a year, when they know you well enough to weigh each part. Build the list from a CSV import, send it now or schedule it up to 30 days ahead, or share the link in your own account emails.

Results shows the NPS with its detractors, passives and promoters, the average points for each part of your service and the average ease score with a column per step, each against the period before. Choose a score from 0 to 6 to see where detractors put their points. Every suggested change is read and filed under a theme, with up to 8 themes and their trends.

In an emailAs a linkOn your websiteAs a conversation
Questions
4
Time to answer
About a minute
Written for
An email twice a year to customers of three months or more
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 4 questions, one by one

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

Question 1 of 4 · NPS

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

Why ask it
The score anchors the survey and lets you compare this round with your regular NPS. Every other question explains it.
What you learn
The score (promoters 9 to 10 minus detractors 0 to 6), the bar of detractors, passives and promoters, the score per device and a line over time.
Make it yours
Keep the wording identical to your regular NPS survey, so the two scores can be compared.
Question 2 of 4 · Points allocation · Optional

Divide 100 points across what shapes your score most

Why ask it
Splitting 100 points forces a ranking of what matters, where a list of ratings would let every part score high. A part that gets many points from detractors is where the score is lost.
What you learn
The average points per part, against the period before. Select a low score in question 1 to see where detractors put their points, then a high score to compare promoters.
Make it yours
Rename the five parts to match your business, such as onboarding or delivery, and keep the total at 100 so the averages read as shares.
Question 3 of 4 · Big scale

How easy are we to work with day to day?

Why ask it
Day to day ease covers the parts of the relationship a single score misses: invoices, requests, changes and how quickly things get done.
What you learn
The average ease and a column per step from 1 to 10, against the period before.
Make it yours
Select the low steps to read which change those customers asked for in question 4.
Question 4 of 4 · Text · Optional

What one change would raise your score?

Why ask it
Asking for one change makes customers pick the thing that matters most to them, and gives you a list ordered by how often each change comes up.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, so the most requested change sits at the top.
Make it yours
Keep it optional, and share the top three themes with the teams that own them, next to the points each part received.

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 NPS deep dive 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

    Send it to established customers

    Build the list from customers of three months or more, so each answer reflects real use of the product, support and billing.

  2. 02

    Space it from your regular NPS

    Schedule it months apart from your quarterly NPS rounds, so customers aren't asked for a score twice in a few weeks.

  3. 03

    Compare promoters and detractors

    Select a score range in question 1 and compare the points on each part. The gap between the two groups shows where to invest.

  4. 04

    Tell customers what changed

    Name the change you made from their answers in your next newsletter or account email, so customers see the survey was read.

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
NPSNet Promoter Score (NPS)Measure how likely customers are to recommend you, and hear the reason behind each score. Send it every quarter by email or in the app to track loyalty over time.
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 standard NPS survey asks for the score and one reason. This template adds where customers place the weight, how easy you are to work with and one requested change, so you can see what drives the score.

Customers who have used your service for at least a few months. Newer customers haven't yet met your support, reliability or billing, so their points tell you less.

Twice a year leaves time to act on the answers before the next round. Schedule each send yourself, since Usertick has no recurring sends.

Yes, the first question. The 0 to 10 row sits inside the email, and a tap opens the rest of the survey with the score kept. The answer is stored when the customer submits.

The points question counts an answer once the whole total is placed. It is optional, so a customer who doesn't want to weigh the parts can skip it and still answer the rest.

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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