General NPS Survey Template

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## Content Net Promoter Score, or NPS, is a way of measuring customer loyalty with a single question: how likely are you to recommend a product or service to a friend, family member, or colleague? The General NPS Survey Template gives you that question, a 0–10 rating scale, and a set of follow-up prompts so you can understand not just what customers think but why. The template is built for anyone who wants to gather customer feedback systematically — whether you work in a product team, a service team, or a research function. It contains 15 questions across three sections: NPS Survey Response Form, Survey Feedback, and Customer Information. ## Why NPS matters NPS turns a simple question into a comparable measure. On the 0–10 scale, 0 represents the lowest and 10 the highest level of satisfaction. The result is only a starting point: without context, a number tells you little about what to change. That is why this template pairs the rating with open questions about what customers value, what they find least satisfying, and what specific changes would improve their experience. It also collects basic demographic details to support market research and product or service improvement. ## What a good NPS survey covers A well-run NPS survey does three things: - **Asks the core question consistently.** The rating scale stays the same every time so that results can be compared. - **Invites explanation.** Customers are asked what they enjoy, what needs improvement, and what changes would help — in their own words. - **Captures context.** Administrative fields (conducted on, prepared by, location) and demographic fields (gender, age, marital status) let you break down results and understand the circumstances in which the feedback was given. This template includes all three. The survey response form holds the core rating, the feedback section holds the open questions, and the customer information section holds the demographic and administrative details. Fields such as signature, finished at, and inspection real start and end dates allow you to record when and where the survey was completed. ## How to carry out an NPS survey 1. **Prepare the form.** Set up the template with your own product or service name where needed, and check that the 0–10 scale reads clearly: 0 means not at all likely, 10 means extremely likely. 2. **Share it at the right moment.** Send the survey soon after a customer interacts with your product or service, while the experience is fresh. 3. **Collect the rating.** Ask the core question and record the customer's score. 4. **Capture open feedback.** Ask what they found most valuable, what they found least satisfying, and what specific changes would improve their experience. 5. **Record demographics.** Use the provided options for gender, age, and marital status. Collect only what you will use. 6. **Close the form.** Fill in the administrative fields — conducted on, prepared by, location, signature, finished at, and start and end dates — as applicable to your process. 7. **Review and act.** Look for patterns across responses. The themes in the open feedback tell you where to focus improvement efforts. ## Using the results Review your responses regularly rather than in isolation. Track the rating over time and read the open feedback alongside it: a change in score without a change in the comments may be noise, but a recurring complaint in the comments points to something you can fix. Demographic details can help you see whether experiences differ across customer groups, which is useful for market research and for prioritising improvements. Keep the customer's own words when you share findings internally — they are often the most persuasive evidence for change. The goal is not simply to report a number but to use it to make your product or service better.