NPS® for Customer Loyalty
The NPS® for Customer Loyalty template helps you measure how loyal your customers are and how likely they are to recommend your brand to others. It combines the classic Net Promoter Score question with follow-up prompts that uncover the reasons behind each rating, giving you both a number and the story behind it.
What the “NPS® for Customer Loyalty” survey measures
This survey measures your Net Promoter Score by classifying respondents into promoters, passives, and detractors based on their 0-10 rating. Beyond the score itself, it captures qualitative insights into what customers value most, what frustrates them, how often they use your product, and what specific improvements or features would increase their satisfaction.
Who the “NPS® for Customer Loyalty” template is for
This template is suited for customer success, product, and marketing teams at companies of any size that want to track loyalty over time. It works well for SaaS products, e-commerce brands, and service providers running regular loyalty check-ins or evaluating the impact of recent product changes.
How to adapt the template to your needs
You can adjust the wording to match your brand voice, add industry-specific options to the dissatisfaction question, or expand the usage-frequency choices to fit your product's typical engagement patterns. Consider adding branching logic so that detractors are routed to a deeper follow-up on specific pain points, while promoters get a prompt to leave a public review or referral.
Questions and answer options
Answer options:
— Issues with product quality
— High cost
— Unuser-friendly interface
— Slow support
— Lack of features
Answer options:
— Daily
— Several times a week
— Once a week
— Once a month
— Less than once a month
