Net Promoter Score (NPS®) Survey Template

This Net Promoter Score (NPS®) survey template gives you a fast, reliable way to measure customer loyalty and understand what drives growth, which customers represent retention risk and which customers signal urgent problems to fix. It includes the standard 0–10 recommendation question and targeted follow-up prompts that reveal why customers rated you the way they did.

Launch the template quickly and start collecting NPS data that you can compare over time. Features like the SurveyMonkey NPS calculator and NPS benchmarks help you interpret your score instantly, so you can see how your customer experience compares across segments and against industry standards.

Our NPS survey template is expert-certified, easy to customise and mapped to SurveyMonkey analysis features such as automatic NPS score calculations, filtering, comparing, tagging, text and Sentiment Analysis. These capabilities turn open-ended feedback into clear patterns you can act on, making it easier to improve satisfaction and strengthen customer loyalty.

Here’s a brief roundup of questions you might have about NPS surveys:

Net Promoter Score is a customer loyalty metric calculated from a single recommendation question on a 0–10 scale that classifies respondents into three categories: promoters, passives and detractors. NPS survey results use a standardised scale and a simple formula, enabling consistent tracking of scores over time and comparison across multiple companies or industries. 

An NPS survey reveals the quality of the relationship customers have with your brand. The rating summarises the likelihood that a customer will recommend your brand, while an open-ended follow-up question attached to the rating captures the reasons behind that sentiment. 

These survey methods highlight where customer loyalty is being earned, where friction exists and which improvements are most likely to impact your customer retention and referral growth.

The formula is simple:

NPS = % of promoters (9–10) − % of detractors (0–6)

Passives (7–8) are recorded but left out of this calculation.

Our free NPS calculator takes care of the maths and formatting for your NPS calculations.

Relational NPS tracks your company’s overall relationship with a customer and usually runs on a steady cadence (quarterly or twice a year) to reveal trend lines and seasonal insights.

Transactional NPS involves asking questions directly after a specific touchpoint for your customer, such as a support interaction, product delivery or onboarding step. This allows the customer to respond while the transaction is still fresh in their memory and can provide more accurate data for a specific interaction point for analysis.

Check out comparisons with examples in our explainer on relational vs. transactional NPS.

The NPS survey template includes the core recommendation question on a 0–10 scale, along with a set of open-ended follow-up questions. When different contexts call for subtle tweaks to the survey, the mini-library below can help adjust question wording while preserving the NPS format. 

Where relevant, add a few demographic or usage questions to understand whether customer perceptions vary by age, time spent as a customer or location. 

For additional question variants, explore our curated list of 50 NPS survey questions.

Core NPS question

Open-ended follow-up questions

Product or feature variants

Support or transactional variants

Onboarding or delivery variants

Employee NPS (eNPS) variant

NPS ratings are divided into three groups: promoters, passives and detractors. 

For quick calculations and easy comparisons of NPS score ranges, see our NPS calculator and information on NPS benchmarks.

NPS, Net Promoter and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.