All Templates / NPS Survey Template
Measures customer loyalty by asking how likely they are to recommend your product or service to others.
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A Net Promoter Score (NPS) survey is a widely used tool designed to gauge customer loyalty and satisfaction by asking a single, straightforward question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?” This question aims to assess the likelihood that customers will act as advocates for the brand, providing a clear indicator of their overall satisfaction and loyalty. The simplicity of the question allows for quick and actionable insights into how well a company meets the needs and expectations of its customers.
The NPS survey categorizes respondents into three distinct groups based on their scores: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). Promoters are enthusiastic customers who are likely to recommend the company and contribute positively to its reputation. Passives are satisfied but not overly enthusiastic, and they are less likely to actively promote the company. Detractors, on the other hand, are dissatisfied and may share negative feedback, potentially harming the company's reputation. The overall Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, providing a single metric that reflects the net level of customer loyalty.
One of the key benefits of NPS surveys is their ability to provide actionable insights with a high degree of simplicity. The single-question format allows organizations to quickly assess customer sentiment and identify areas needing improvement. Follow-up questions or open-ended prompts often accompany the main NPS question, offering deeper insights into specific reasons behind the scores. This feedback can guide strategic decisions, enhance customer experience, and drive targeted improvements.
Additionally, NPS surveys are valuable for tracking performance over time. By conducting regular surveys, organizations can monitor changes in customer loyalty and satisfaction, evaluate the impact of new initiatives, and benchmark against industry standards. This ongoing feedback loop helps companies stay attuned to customer needs, address issues proactively, and continuously improve their offerings to foster stronger customer relationships.