NPS survey: would you recommend us?

This NPS survey measures how likely your customers are to recommend you to a friend or colleague, then asks for the main reason behind their score. Two questions, around thirty seconds: it is short enough for people to answer and precise enough to show you where loyalty is won or lost.

What is a net promoter score survey for?

This format gives you a simple, comparable indicator of customer loyalty. The first question uses the classic recommendation scale; the second, an open question, explains the number. Together they tell you not only whether customers are satisfied, but why. Send it after a purchase, at the end of a project, a few weeks into a subscription or once a year to your whole customer base, then follow how the score develops from one wave to the next.

Who is it for?

• Service companies that want a regular measure of client loyalty
• Online shops checking the experience after delivery
• Software publishers following subscriber sentiment over time
• Agencies and consultants closing a project with a structured feedback request
• Customer service managers looking for recurring causes of dissatisfaction

How to adapt it in Mailpro

This NPS survey template is ready to use, but you can change the wording, for instance replacing “our company” with the name of a product or a branch. Add your logo and colours, then share the survey with a link, a QR code or inside a Mailpro newsletter. Answers arrive in Mailpro. You can also set tags on contacts according to their responses, which makes it easy to thank enthusiastic customers or to get back in touch with those who gave a low score.

Tips

• Keep the two original NPS survey questions intact if you want to compare your results over time.
• Read the open answers first: a recurring word or theme is often more useful than the score itself.
• Send the survey shortly after a meaningful moment, not months later, so the experience is still fresh.
• Close the loop: tell customers what you changed thanks to their feedback.

Frequently asked questions

How is the score calculated?

Respondents who give 9 or 10 are promoters, 7 or 8 are passives and 0 to 6 are detractors. The score is the percentage of promoters minus the percentage of detractors.

Can I add more questions?

Yes, but the strength of this format lies in its brevity. If you add questions, keep them optional so that the core answer is not lost.

How often should I send it?

Many organisations send it after key moments in the customer journey or at regular intervals. Choose a rhythm you can act on.

Questions in this template

1. How likely are you to recommend our company to a friend or colleague?
2. What is the main reason for your score?