Measure customer loyalty with the standard Net Promoter Score question plus follow-ups that explain the number.
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How likely are you to recommend us to a friend or colleague?
Linear Scale
What is the primary reason for your score?
Long Answer
What could we do to earn a higher score?
Long Answer
How long have you been using our product?
Multiple Choice
The Net Promoter Score survey asks one famous question, "How likely are you to recommend us?" on a 0–10 scale, and uses the answer to sort customers into promoters, passives, and detractors. This template includes the follow-up questions that turn the score into something you can act on.
NPS is calculated by subtracting the percentage of detractors (scores 0–6) from the percentage of promoters (scores 9–10). Passives (7–8) count toward the total but not the score. The result ranges from −100 to +100, and tracking its trend matters far more than any single reading.
The open-text follow-up is where the real value lives: promoters tell you what to double down on, detractors tell you exactly what's driving churn. The tenure question lets you segment scores by customer age, which often reveals whether problems live in onboarding or in the long-term experience.
It varies by industry, but above 0 means you have more promoters than detractors, above 30 is generally strong, and above 50 is excellent. Your own trend over time is the most meaningful benchmark.
For relationship NPS, on a regular cadence (quarterly or twice yearly) after customers have had enough time to form an opinion, typically 30–90 days after signup. Avoid sending it immediately after a support interaction; that's what CSAT is for.
Formly collects the 0–10 responses and you can export them to CSV or pull them via the API or your AI agent. Asking your agent to "calculate NPS from this month's responses" is a one-liner.
Not an exact fit? Use this template as a starting point and edit anything, or describe what you need and let Formly's AI adapt it for you.
