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NPS & customer satisfaction survey

Short customer-satisfaction survey: NPS scale, star rating, open feedback. Per-question drop-off on Free, so you see where respondents disengage.

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About this template

NPS is the simplest customer-research instrument and the easiest to over-engineer. The instinct is to add a demographics block, a product-usage matrix, and three open-text questions about specific features. Resist all of it. The original NPS is one question ("how likely are you to recommend us" on a 0–10 scale), followed by an optional "why". This template adds a star rating to anchor the score. That's it.

Keep it short because NPS earns its value when you can compare scores over time. A nine-question survey at 30% completion gives you worse signal than a three-question version at 80% completion, even with more data points per respondent. The long version skews to your most-engaged customers; the short one captures the rest.

Per-question drop-off on Free matters here. The NPS-then-open-text shape has a known leak: people answer NPS, then bail on the open text. The chart tells you the exact percentage. Over 60%? Drop the open text and email the NPS respondents instead. You can also run logic on the score: change the open-text prompt by NPS bucket, asking detractors what went wrong and promoters what to keep doing.

NPS scoring is built into the dashboard. It shows the distribution and the calculated score. Segment by date range, by traffic source (pass UTMs as hidden fields), or by integration source. Connect to Sheets for a quarterly roll-up, or Slack for a monthly NPS digest in #leadership.

01 · WHAT’S IN THE FORM

The shape of nps & customer satisfaction survey.

Fields

  1. 01
    NPS SCALE (0–10)
    How likely are you to recommend us to a friend?
  2. 02
    STAR RATING (1–5)
    How would you rate your overall experience?
  3. 03
    LONG TEXT
    What is the most important reason for your score?

What you get

  • Three-block NPS shape, ~45 seconds to complete
  • NPS calculated automatically in the dashboard
  • Conditional open-text prompt based on score
  • Per-question drop-off analytics on Free
  • Sheets / Slack roll-ups for monthly digests
02 · FAQ

Common questions.

Promoters (9–10) minus Detractors (0–6), as a percentage. The dashboard shows the distribution histogram and the score. Segment by date range or traffic source.

Quarterly to your full active user base, plus a transactional NPS after key moments (post-onboarding, post-support-resolution). More often and respondents tune out. Less often and you miss the trend line.

Use 0–10 for NPS specifically. That's the canonical scale. The 1–5 star rating in this template is a separate "satisfaction" question. Correlated, not identical.

Yes. Add a logic rule on the open-text question: "if score ≤ 6, ask what went wrong; if score ≥ 9, ask what we should keep doing." Conditional logic is free on every plan.

03 · RELATED

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