Net Promoter Score is the single most predictive metric for customer loyalty — and this survey captures it in under a minute. The 0–10 recommendation scale, paired with a satisfaction rating and open-ended follow-up, gives you both the number to track and the context to act on it.
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Net Promoter Score was introduced in 2003 and has since become the most widely used customer loyalty metric in business. The premise is simple: ask customers how likely they are to recommend you on a scale of 0–10, segment them into Promoters (9–10), Passives (7–8), and Detractors (0–6), and calculate your score as the percentage of Promoters minus the percentage of Detractors. Companies with high NPS scores consistently outgrow their competitors.
But the score alone tells you nothing about what to do. That's why the open-ended follow-up — 'What's the main reason for your score?' — is the most valuable field on this form. A Detractor who writes 'the onboarding process was confusing and nobody helped me' gives you an actionable fix. A Promoter who writes 'the support team responded in 10 minutes and solved my problem immediately' tells you exactly what to protect.
This template pairs the NPS question with a traditional satisfaction rating, giving you two trackable numbers and two qualitative responses. Send it after a purchase, a support interaction, a project completion, or on a quarterly cadence to monitor how your score trends over time. formformform stores every response and notifies you instantly — so when a Detractor submits, you can follow up before they leave a public review.
Use your own copy to change labels, remove questions and add the details you need. Try the preview alongside this guide to see what respondents will be asked.
Review the starting questions and choices. You can change them in your own copy.
Jane Smith
jane@example.com
Tell us what influenced your rating.
Any suggestions or specific improvements you'd like to see.
Suggested uses, and why this starting point can help. Adapt the questions to your own process.
Turn initial interest into information you can review. Use the answers to prepare a relevant follow-up and decide whether the opportunity fits your work. Review “On a scale of 0–10, how likely are you to recommend us to a friend or colleague?” in particular and adapt it to the detail you need.
Use this as a starting point when you need the same essential information from each person. Review the questions against your process before sharing your copy. Review “What is the main reason for your score?” in particular and adapt it to the detail you need.
Turn initial interest into information you can review. Use the answers to prepare a relevant follow-up and decide whether the opportunity fits your work. Review “Overall, how satisfied are you with your experience?” in particular and adapt it to the detail you need.
Get a useful brief before the first conversation. Written context helps you assess fit, prepare questions and decide what to discuss next. Review “What could we do better?” in particular and adapt it to the detail you need.
Replace scattered requests with a consistent starting point. The answers help you understand the work, identify gaps and prepare a follow-up. Review “On a scale of 0–10, how likely are you to recommend us to a friend or colleague?” in particular and adapt it to the detail you need.
Collect answers in a consistent structure, so you can compare responses while keeping each person’s explanation in context. Review “What is the main reason for your score?” in particular and adapt it to the detail you need.
Turn initial interest into information you can review. Use the answers to prepare a relevant follow-up and decide whether the opportunity fits your work. Review “Overall, how satisfied are you with your experience?” in particular and adapt it to the detail you need.
Get a useful brief before the first conversation. Written context helps you assess fit, prepare questions and decide what to discuss next. Review “What could we do better?” in particular and adapt it to the detail you need.
Click 'Use this template' to open the customer satisfaction survey in formformform.
Customize the intro paragraph to explain why you're sending the survey and what you'll do with the feedback.
Decide whether to include the name and email fields — anonymous surveys get higher response rates; identified ones let you follow up with unhappy customers.
Add any product- or interaction-specific questions relevant to your business (e.g., 'How was your experience with our support team?' for a post-support survey).
Set your notification email so you receive every response immediately.
Embed on your post-purchase page, send via email after key interactions, or share as a standalone link in your follow-up communications.
NPS surveys sent immediately after a key interaction get 3x higher response rates than surveys sent weeks later. Trigger after purchase, onboarding completion, or support resolution.
when someone scores you 0–6 and leaves their email, a personal message within 24 hours can recover the relationship before they churn or leave a public review.
a single NPS measurement is interesting, but the trend over 6–12 months is what's actionable. Collect consistently and compare by cohort.
sending NPS requests too frequently trains customers to ignore them. Quarterly touchpoints or post-interaction triggers are the right cadence for most businesses.
NPS scores that stay in a spreadsheet change nothing. Share the open-ended responses with the teams who can act on them: product, support, and onboarding.
if you serve different customer segments, add a dropdown to identify which one they belong to. Promoter rates often vary dramatically between segments.
Yes, completely free. You can collect unlimited survey responses with no subscription required.
NPS scores range from -100 to +100. A score above 0 means you have more Promoters than Detractors. Above 50 is considered excellent; above 70 is world-class. Industry averages vary significantly, so compare your score against your specific industry benchmark.
Most businesses send NPS surveys quarterly to their full customer base, plus automatically after key touchpoints like purchase, onboarding, or support interactions. Avoid sending more than once a month to any individual customer.
Yes. Share the form link and use your email marketing platform or CRM to send a follow-up email with the survey link after a trigger event. You can also embed the form directly on a post-purchase confirmation page.
Yes. All responses are stored in your formformform dashboard and can be exported as a CSV. You can then calculate your NPS score in a spreadsheet by counting Promoters (9–10), Passives (7–8), and Detractors (0–6).
NPS measures loyalty and likelihood to recommend — it's a leading indicator of growth. Customer satisfaction (CSAT) measures satisfaction with a specific interaction. This template combines both: the NPS question for loyalty tracking and a satisfaction rating for interaction-level feedback.
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Free for non-commercial projects, with unlimited forms and responses.
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