Measure Net Promoter Score (NPS)

The Net Promoter Score (NPS) template helps you measure customer loyalty, satisfaction, and enthusiasm for your product. By gauging how likely users are to recommend your product to others, you can gather actionable insights that predict business growth and drive improvements in customer advocacy.

Why Use This Template?

NPS is a proven and straightforward method for tracking customer sentiment over time. This survey enables you to:

• Quantify user loyalty with a clear metric.
• Understand what’s driving customer advocacy or dissatisfaction.
• Identify trends that inform product and business strategies.

With an easy-to-implement format, this template captures both quantitative scores and qualitative feedback, providing a comprehensive view of user sentiment.

What Can You Discover?

This NPS template enables you to:

1. Solve Specific Problems:
   
   
   • Identify pain points in the product experience by analyzing detractor feedback.
   • Uncover areas where users face challenges, such as difficult navigation or missing features.
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2. Identify Opportunities:
   
   
   • Highlight features or experiences that are delighting promoters.
   • Use positive feedback to double down on strengths and guide future product development.
     
     
3. Leverage Insights from Passives:
   
   
   • Understand why these users are neutral and not fully committed promoters.
   • Identify minor improvements that could nudge passives into becoming promoters, such as simplifying workflows or adding small but impactful features.
   • Gauge whether passives feel satisfied but uninspired, helping to prioritize efforts that add emotional or functional value to the product experience.
     
     
4. Solve Specific Problems:
   
   
   • Identify pain points in the product experience by analyzing detractor feedback.
   • Uncover areas where users face challenges, such as difficult navigation or missing features.
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5. Identify Opportunities:
   
   
   • Highlight features or experiences that are delighting promoters.
   • Use positive feedback to double down on strengths and guide future product development.

Example Use Case

Suppose you’re a product manager for an e-commerce platform that recently rolled out a revamped checkout experience. To measure the impact, you deploy an NPS survey asking users: “How likely are you to recommend our platform to a friend or colleague?” with an open-ended follow-up: “What influenced your rating?”

From the results, you notice that users giving low scores mention confusion with the new multi-step checkout process. They’ve reported frustration with unclear progress indicators and a lack of payment method options. On the other hand, promoters rave about the faster load times and the ability to save multiple delivery addresses.

Armed with this data, your team takes action to:

• Redesign the progress indicator for clarity.
• Expand the range of payment methods to cater to user preferences.

At the same time, you leverage positive feedback to showcase the improved performance and flexibility in your marketing materials. As a result, NPS scores improve by 20% within the next quarter, reflecting a more seamless and satisfying checkout experience.

Conclusion

The NPS survey template is an essential tool for understanding customer sentiment and loyalty. By combining quantitative scores with qualitative insights, this template helps you identify what’s working, fix what’s not, and prioritize changes that matter most to your users. Whether you’re tracking overall satisfaction or assessing the impact of specific updates, this survey empowers you to build better customer relationships and grow your business.

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