Home › Guides
Nps Survey Template for Online Business: Step-by-Step Guide + Template
As a freelancer or small business owner, understanding your customers' satisfaction and loyalty is crucial to growing your online business. An NPS (Net Promoter Score) survey is a valuable tool to measure customer loyalty and identify areas for improvement.
What is an NPS Survey and When to Use It
An NPS survey is a simple, one-question survey that asks customers how likely they are to recommend your business to others. The score is calculated by subtracting the percentage of detractors (unhappy customers) from the percentage of promoters (happy customers). It's a useful tool to measure customer loyalty and identify areas for improvement. You should use an NPS survey when you're looking to:
- Understand customer satisfaction with your products or services
- Identify areas for improvement to increase customer loyalty
- Compare your customer satisfaction levels over time
- Make data-driven decisions to improve your online business
Step-by-Step Process for Creating an NPS Survey
- Choose a survey platform (e.g. Google Forms, SurveyMonkey) that integrates with your email marketing software.
- Create a new survey and add a single question: "On a scale of 0-10, how likely are you to recommend our business to a friend or colleague?"
- Set up a simple scoring system: 9-10 = Promoter, 7-8 = Passive, 0-6 = Detractor
- Add a follow-up question (optional): "What is the main reason for your score?"
- Set up a survey to be sent to your subscribers or customers at regular intervals (e.g. every 3 months).
NPS Survey Template
- [ ] Question: "On a scale of 0-10, how likely are you to recommend our business to a friend or colleague?"
- [ ] Scoring System:
- 9-10: Promoter
- 7-8: Passive
- 0-6: Detractor
- [ ] Follow-up Question (optional): "What is the main reason for your score?"
- [ ] Survey Frequency: Send at regular intervals (e.g. every 3 months)
Alternatively, you can create a simple fill-in block:
NPS Survey
Question: How likely are you to recommend our business to a friend or colleague? (0-10)
Scoring System:
_______ (9-10) Promoter
_______ (7-8) Passive
_______ (0-6) Detractor
Follow-up Question (optional): What is the main reason for your score?
Survey Frequency: Send at regular intervals (e.g. every 3 months)
Common Mistakes
- Not sending the survey at regular intervals
- Not analyzing the results regularly
- Not addressing the feedback from detractors
- Not using the results to make data-driven decisions
Want it ready-made?
The NPS survey systems – Practical Kit has the full framework, fill-in templates, checklists and a 7-day plan. $7.
See the kit Read a free sample
Related guides
All products
AI-assisted content, reviewed for practicality. No guarantees of results.