An NPS survey template is the fastest way to measure customer loyalty. Instead of building a Net Promoter Score survey from scratch, a ready-made template gives you the right questions, the right logic, and the right format — so you can send your first NPS survey in minutes.
This guide covers everything you need: what an NPS survey is, which questions to include, how to calculate your score, and how to use a free NPS survey template to start collecting responses today.
Want to skip the reading? Use FormFlowX's free NPS survey template — pre-built with conditional logic that automatically routes promoters, passives, and detractors to different follow-up questions.
What Is an NPS Survey?
An NPS survey (Net Promoter Score survey) measures how likely your customers are to recommend your product or service to a friend or colleague. It was introduced by Fred Reichheld in 2003 and is now one of the most widely used customer satisfaction metrics in the world.
The core NPS question is simple:
"On a scale of 0–10, how likely are you to recommend [Company] to a friend or colleague?"
Based on their answer, respondents fall into three groups:
Unhappy customers who may damage your brand through negative word of mouth.
Satisfied but unenthusiastic. Vulnerable to competitor offers.
Loyal enthusiasts who refer others and fuel growth.
How to Calculate Net Promoter Score
NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Passives are excluded from the formula.
Score ranges from −100 (all detractors) to +100 (all promoters). Anything above 0 is good. Above 50 is excellent.
Example: If 60% of respondents score 9–10 (Promoters) and 15% score 0–6 (Detractors), your NPS is 60 − 15 = 45.
Free NPS Survey Template: 5 Questions to Include
A good NPS survey template keeps it short. The core question takes 10 seconds to answer. Follow-up questions add context without adding friction. Here is the NPS survey format used by most SaaS companies and consumer brands:
The conditional routing on questions 2–4 is what separates a good NPS survey template from a generic one. Detractors need to vent. Promoters want to share what they love. Passives need a specific nudge. Asking all three the same follow-up question wastes that opportunity.
NPS Survey Format Best Practices
Keep it to 2–3 questions maximum
The original NPS survey is one question. Adding a follow-up is fine. Adding five questions kills your completion rate. Research from SurveyMonkey shows completion rates drop by 5–20% for every additional question after the third.
Send at the right moment
The best NPS survey timing depends on your business type:
- SaaS: 30–60 days after signup, then quarterly
- E-commerce: 7–14 days after delivery
- Service business: 24–48 hours after project completion
- Mobile apps: After a key action (completing a task, hitting a milestone)
Use conditional logic for follow-ups
Route each segment to a different follow-up question. Detractors and Promoters have completely different mindsets. A form builder like FormFlowX handles this automatically — no code, no manual branching.
Close the loop
An NPS survey template is only useful if you act on the results. Set up a Slack notification for every Detractor response so your team can follow up within 24 hours. This alone can recover churning customers before they leave.
NPS Score Benchmarks by Industry
What counts as a good NPS score varies significantly by industry. Here are typical benchmarks:
- SaaS / Software: 30–50 is good, 60+ is excellent
- E-commerce: 45–55 average
- Financial services: 20–40 average
- Healthcare: 20–30 average
- Professional services: 40–60 average
Early-stage companies often see high NPS (70+) because early adopters are enthusiastic. As you scale, NPS typically settles to industry benchmarks. Track trend over time, not just the absolute number.
How to Create an NPS Survey with FormFlowX
Creating a Net Promoter Score survey in FormFlowX takes under 3 minutes:
- Open the NPS survey template — pre-built with the 0–10 rating scale and conditional follow-ups already configured
- Customise the questions — replace [Company] with your brand name, adjust follow-up questions if needed
- Set up notifications — connect Slack to get an alert every time a Detractor (0–6) responds
- Share the link — embed in your email, add to your app, or share the direct URL
- Track responses — the FormFlowX dashboard shows all responses in real time, grouped by score
Use the free NPS survey template
Pre-built with conditional logic, 0–10 rating scale, and Slack notifications. Free for up to 100 responses/month — no credit card required.
NPS vs. CSAT vs. CES: Which Should You Use?
NPS is not the only customer satisfaction metric. Here is how it compares:
- NPS (Net Promoter Score): Measures loyalty and likelihood to recommend. Best for tracking long-term relationship health.
- CSAT (Customer Satisfaction Score): Measures satisfaction with a specific interaction. Best after support tickets, purchases, or onboarding.
- CES (Customer Effort Score): Measures how easy something was to do. Best for product and support teams optimising friction.
Most companies use all three. NPS quarterly, CSAT after key touchpoints, CES after support interactions. FormFlowX has templates for all of them.
Frequently Asked Questions
How often should I send an NPS survey?
Most companies send NPS surveys quarterly (every 3 months). Sending more frequently risks survey fatigue. Some companies run a continuous NPS program — sending to a rotating 10–20% of their customer base each month — so they always have fresh data without over-surveying any individual.
What is a good NPS score?
Any score above 0 means you have more Promoters than Detractors, which is positive. A score of 30–50 is generally considered good for most industries. Above 70 is world-class. Apple, Tesla, and Airbnb consistently score above 60.
Can I use the NPS survey template for free?
Yes. FormFlowX's NPS survey template is free for up to 100 responses per month. No credit card required. The free plan includes conditional logic, Slack notifications, and the full response dashboard.
What is the standard NPS survey format?
The standard NPS survey format is one primary question (0–10 likelihood to recommend) followed by one open-ended follow-up. More advanced NPS survey templates use conditional logic to show different follow-up questions to Detractors, Passives, and Promoters.