Net Promoter Score (NPS)
Track customer loyalty with the Net Promoter Score survey
Gauge customer loyalty with the industry-standard NPS question. Find out how likely customers are to recommend you.
When to use this template
Use this Net Promoter Score (NPS) survey to measure long-term customer loyalty and predict growth. NPS is the industry standard for tracking whether customers will recommend your product to others. Run NPS surveys quarterly to track trends, or trigger them after key milestones like completing onboarding or reaching a usage threshold. The open-ended follow-up questions in this template help you understand the "why" behind the score.
Questions included (4)
How likely are you to recommend us to a friend or colleague?
0 = Not at all likely, 10 = Extremely likely
What is the primary reason for your score?
Which aspect of our product/service do you value most?
Is there anything specific we could do to improve?
How to customize this template
Use the AI editor to tailor the follow-up questions to your product. Zolvi can add industry-specific answer options, adjust the tone to match your brand, and translate the survey for international customers. The 0–10 scale and core NPS question follow the standard methodology.
AI-powered editing
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Instant translation
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AI insights
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Frequently asked questions
How is NPS calculated?
NPS = % Promoters (9–10) minus % Detractors (0–6). Passives (7–8) are excluded from the calculation. The result ranges from -100 to +100. Zolvi calculates this automatically in your analytics dashboard.
What is a good NPS score?
Any positive NPS (above 0) means you have more promoters than detractors. Scores above 30 are considered good, above 50 is excellent, and above 70 is world-class. SaaS companies typically score between 30–60.
How often should I run NPS surveys?
Run NPS surveys quarterly for trend tracking. Avoid surveying the same customer more than once every 90 days to prevent fatigue. For transactional NPS (after specific events), you can survey more frequently.
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