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Get fast NPS feedback

Product

Marketing

Feedback Survey

With this survey template, you’ll gather valuable, qualitative insights that add context to your net promoter score and help you understand customer satisfaction and brand perception. Get a true pulse on how customers perceive your product—and what you can do to make it even better.

What you’ll learn:

Capture the context for your users’ experience, with qualitative questions that prompt honest and valuable insights.

Pick up on key pain points and challenges your users experience. Then use their suggestions to shape a better product and user experience all-round.

Discover the reasoning behind your current product performance. Where is it excelling? What could be improved?

Discover a framework to gather valuable user insights continuously, that’s easy to scale and share with your entire organization.

How to use

Select this NPS feedback survey template from the gallery

Modify blocks and copy to your preference.

Do a pilot test with somebody in your organization (preferably, not on your team).

All good? Then it’s time to set it live and wait for the feedback to roll in!

When should I be collecting NPS feedback?

While you’ll want to start collecting insights as soon as possible, it’s important to allow your customer enough time to really use your product—this way they’ll be able to give more meaningful and honest feedback.

As a rule of thumb, three months into using your product is a good time to send your user an NPS survey. Just as important, you’ll want to continue checking in with customers to collect continuous insights, especially if your product or service goes through any updates or changes.

Frequently Asked Questions

What is a Net Promoter Score?

A Net Promoter Score (or NPS for short) is an established performance indicator that measures customer satisfaction and perception of your brand or product.

What is the scale for a Net Promoter Score?

Customers will rate your product or service on a scale of 1 to 10 to express their satisfaction level and how likely they’d be to recommend it to a friend (1 is very poor and 10 is very high). Depending on the score they give, you can break down your users into three distinct groups of promoters, passives, or detractors.

Promoters: a score of 9-10 is the best you can hope for. These customers fall into the category of promoters and are the most likely to become brand ambassadors who will spread the word of your product.

Passives: a score of 7-8 isn’t bad, but it does signal that some improvements can and should be made to your product. Passive customers left unchecked could eventually lose interest, or even become future detractors, so it’s important to make sure their feedback is heard and put into action.

Detractors: anything below a 7 is considered to be in the detractor category—these customers had a negative experience with your product. This means they’ll be unlikely to use your product again, and may even bad-mouth you to cause others to stop using your product too. While an NPS survey is important for all categories, it’s incredibly useful for determining what went wrong in a detractors’ experience so the issue can be fixed and you can avoid long-term damage to your brand.