Secret Santa Questionnaire: 30 Questions to Send Before the Draw Free survey template
NPS survey template. The 0–10 question, and the reason behind every score.
Ask how likely customers are to recommend you, then ask each group its own follow-up: what went wrong for detractors, what would make it a 10 for passives, what promoters love. A few short questions after that show what to keep and what to fix first.
Free plan: 100 responses a month and up to 50 surveys, no credit card. Every question works on the Free plan, the NPS question with its follow-ups included. The report calculates the score for you.
The template’s real survey on a phone.
- 6 ready questionsAbout 2 min on a phone.
- Yours to changeQuestions, answers and logic.
- A ready reportA chart for every closed question.
- Export on every planCSV, Excel and SPSS.
A score tells you where you stand. The reason tells you what to do on Monday.
The 6 NPS survey questions in this template.
In the order customers see them. Each one is there for a reason, and you can change any of them.
The score and its reason
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How likely are you to recommend [Company] to a friend or colleague?
Then one open question, depending on the score:
Why ask it. The standard Net Promoter Score question. The follow-up appears under the scale once a score is picked, worded for the customer’s group, so every number comes with its reason.
What to keep and what to fix
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What do you value most about [Company]?
Why ask it. What promoters pick here is what to protect. Keep the six options short and in your customers’ words.
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What should we improve first?
Why ask it. One answer only, so customers have to choose. Read it next to the score: what detractors pick most is your first fix.
About the customer
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How long have you been a customer of [Company]?
Why ask it. New customers and long-time ones often score differently. This answer shows whether the problem is onboarding or something that wears thin over time.
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May we contact you about your answers?
Why ask it. Closing the loop with a detractor is the fastest way to change a score. No ends the survey here.
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Your email
Why ask it. Asked only of customers who said yes, so you have a way to reply.
How to run an NPS survey from this template.
- 1
Copy the template
Click “Use this template” and create a free account or log in. The survey is copied to your account with all six questions, the three follow-ups and the logic. The copy waits in your survey list as a draft.
- 2
Put in your company name
Replace [Company] with your brand in the questions and the welcome screen. Adjust the options in the two choice questions to what you sell.
- 3
Send it to customers
Paste the link into an e-mail a few weeks after purchase, embed the survey on your site or in your app, or print the QR code on the receipt.
- 4
Read the report
The report shows your Net Promoter Score and the share of detractors, passives and promoters. Each answer shows the score with the customer’s reason under it.
How to read NPS survey results.
The score
NPS is the share of promoters (9–10) minus the share of detractors (0–6), from −100 to 100. Passives (7–8) count in the total but not in either share.
The reasons
Read the detractors’ answers first and group them into a few themes. The theme that comes up most often, and matches what they chose to improve first, is where to start.
The segments
Compare scores by how long people have been customers. On Basic and higher plans, filter the answers by score or by any other question, and export everything to Excel, CSV or SPSS on any plan.
How to get NPS answers you can act on.
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Ask after they have used it
Send the survey once customers have had time to form an opinion, not at checkout. For a subscription, every quarter works well.
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Keep the question as it is
The 0–10 wording is what makes your score comparable from one survey to the next. Change the follow-ups, not the scale.
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Answer the detractors
Within a few days, reply to customers who left their e-mail. Turn on e-mail notifications to see each new answer as it comes in.
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Tell customers what changed
Share one thing you fixed because of the answers. Customers who see results take the next survey more willingly.
More NPS questions you can add.
Not in the template. Add any of them in the builder in a few clicks.
Transactional NPS
- How likely are you to recommend us based on your last order?
- How would you rate the support you received today?
- Was your issue resolved on the first contact?
Product
- Which feature do you use most?
- What is the one thing you would add to the product?
- How would you feel if you could no longer use the product?
Competition
- Which other companies did you consider?
- What made you choose us over them?
- Have you recommended us to anyone in the last six months?
Free tools for your results
- NPS calculatorEnter the counts of each score and get the Net Promoter Score with the three groups.
- Sample size calculatorHow many customers need to answer before the score means something.
- Margin of error calculatorHow far your score could move with the number of answers you have.
- NPS surveys in SurveyNinjaThe NPS question, the follow-ups and the report with the score and its groups.
- What is NPSHow the Net Promoter Score works, how to calculate it and what counts as a good score.
More templates
Questions about this template
What questions should an NPS survey ask?
Start with the standard question: how likely is the customer to recommend you, on a 0–10 scale. Follow it with an open question about the reason for the score. This template adds what customers value, what to improve first, how long they have been a customer and an optional contact, six questions in all.
How do you calculate NPS?
Subtract the percentage of detractors (scores 0–6) from the percentage of promoters (9–10). The result runs from −100 to 100. The SurveyNinja report calculates it for you, and the free NPS calculator does the same for answers collected anywhere else.
Can I ask detractors and promoters different follow-up questions?
Yes. The template asks detractors what went wrong, passives what would make it a 10 and promoters what they liked. You can rewrite each follow-up or turn it off for a group.
How often should I send an NPS survey?
For an ongoing service, every three or six months works for most companies. For single purchases or support tickets, send it a short time after the event and keep the questions the same so the scores compare.
Is the NPS question available on the free plan?
Yes. The NPS question, its follow-ups and every other question in this template work on the Free plan, and the report calculates the score on every plan.
Find out why customers would recommend you.
Copy the survey, put in your company name and send the link to customers today.