Free NPS Survey Template
Measure Customer Loyalty with the NPS Survey
The industry-standard question to find your promoters and detractors
Use this free NPS template to ask the right question, collect scores, and see results segmented by user group. Ready in minutes.
No credit card required
What's in this NPS survey template
On a scale of 0-10, how likely are you to recommend [PRODUCT] to a friend or colleague?
Rating Scale (0-10)
What is the main reason for your score?
Single Choice
• Too expensive
• Missing features
• Not reliable enough
• Great product
• Easy to use
• Excellent support
• Other
What could we do to improve your experience?
Open Text
Who should use this NPS template
Product Teams
Track how product changes affect loyalty. Compare NPS across releases.
Customer Success
Identify detractors before they churn. Follow up with promoters for testimonials.
SaaS Companies
Benchmark your NPS against industry standards. Measure loyalty across pricing tiers.
Founders
Get an early read on product-market fit through the lens of customer loyalty.
How Net Promoter Score works
NPS measures customer loyalty with a single question on a 0-10 scale. Responses are grouped into three categories:
Promoters (9-10)
Loyal customers who will keep buying and refer others.
Passives (7-8)
Satisfied but unenthusiastic. Vulnerable to competitors.
Detractors (0-6)
Unhappy customers who can damage your brand through negative word-of-mouth.
Your NPS = % Promoters minus % Detractors. Scores range from -100 to +100.
Frequently asked questions
What is an NPS survey?
A Net Promoter Score survey measures customer loyalty by asking how likely someone is to recommend your product. Responses are scored 0-10 and grouped into Promoters, Passives, and Detractors.
What is a good NPS score?
Any score above 0 means you have more promoters than detractors. Above 30 is considered good, above 50 is excellent, and above 70 is world-class. Scores vary by industry.
How often should I send NPS surveys?
Most companies send NPS surveys quarterly or after key touchpoints like onboarding, support interactions, or renewals. Avoid surveying the same users too frequently.
Can I customize this NPS template?
Yes. You can edit the questions, add your branding, change colors, and add follow-up questions. The template is a starting point you can fully customize.
How do I improve my NPS?
Focus on converting Detractors by addressing their concerns, and turning Passives into Promoters by exceeding expectations. Use the open-text follow-up question to understand what drives each group.
Is this NPS template free?
Yes. You can use this template for free on Mapster. No credit card required to get started.