Net Promoter Score (NPS)

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A focused survey measuring customer loyalty with the standard NPS question.

3 input fields · Conversational mode

When to use this template

NPS (Net Promoter Score) is the most quoted, most copied, and most over-used metric in SaaS — and it is still useful when treated as one number among many, not the only one. The strength of NPS is comparability: every B2B SaaS, every consumer app, every enterprise vendor measures it the same way, so you have a benchmark. The weakness is that the score by itself does not tell you what to do; the value is almost entirely in the follow-up "why did you give that score?" question. This template implements NPS the standard way: a single 0-10 likelihood-to-recommend question, followed by two open-ended fields that capture the actual signal. Thirty seconds of completion time, conversational format, mobile-friendly. Calculate Promoters (9-10), Passives (7-8), and Detractors (0-6) and subtract Detractor percentage from Promoter percentage to get NPS.

Who it's for

SaaS founders tracking loyalty quarterly as an exec-level metric
Subscription products measuring renewal-risk indicators
Marketplaces benchmarking against industry NPS norms
Brands tracking word-of-mouth as a marketing leading indicator

What you get

Standard 0-10 NPS question phrased exactly per industry norm
Two follow-up open-ended fields for qualitative reasoning
Conversational mode with 30-second completion target
CSV export aligned for NPS calculation in Excel/Sheets
Compatible with downstream NPS analytics tools (Delighted, AskNicely, Wootric)
Honeypot bot protection so your NPS number is not poisoned by bots

Fields in this template

Quick FeedbackHeading

Just one question -- takes less than 30 seconds.Paragraph

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

What's the primary reason for your score?Long Text

Is there anything we could do to improve your experience?Long Text

Customization tips

Add a conditional question that surfaces only for Detractors (0-6): "What would it take to earn a higher score next quarter?" — high-leverage qualitative input
Pipe high-scoring responses (9-10) to your testimonial-collection workflow — promoters often write the best testimonials when asked while sentiment is hot
Send NPS quarterly, not monthly — survey fatigue tanks the signal, and the metric does not move that fast
Segment NPS by customer cohort, by plan tier, and by tenure — one aggregate number hides all the interesting variance
Track NPS trend, not absolute number — your baseline is whatever your business hits in steady state, and the change matters more

Frequently asked questions

What is a "good" NPS score?

It is industry-relative. Software industry average is around +30. Consumer SaaS like Apple or Tesla can exceed +60. Enterprise tools often live in the +20 to +40 range. Anything above 0 means you have more promoters than detractors, which is a healthy starting point. Compare against your industry, not the universal "world-class > 50" myth.

How is NPS different from CSAT?

NPS measures loyalty (would you recommend us long-term?). CSAT measures satisfaction with a recent interaction (was that ticket handled well?). Different metrics, different jobs. Most mature teams run both: CSAT after each interaction, NPS quarterly across the whole base.

How often should I send NPS?

Quarterly is the sweet spot for B2B. Monthly creates fatigue; annually misses meaningful drift. Set up a rolling sample where each customer gets surveyed once per quarter, with the cohort rotating so you have continuous coverage without surveying anyone too often.

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