01
Keep the scale at 0 to 10
That shape is the whole definition of NPS, and it is what the summary reads to work the score out. A 1 to 5 version is a perfectly good satisfaction question, but it is charted as an ordinary scale, not as a score.
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NPS Survey Template
An NPS survey is one question with a number attached: how likely somebody is to recommend you, from 0 to 10. Answers of 9 and 10 are promoters, 7 and 8 passives, 0 to 6 detractors, and the score is the share of promoters minus the share of detractors.
Opens the new-form flow, where the template picker is waiting. Free plan: unlimited forms, 100 responses a month.
- 6
- Questions in the form
- 4
- Question types used
- 100
- Free responses a month
- €0
- Free plan, no card needed
Questionful works that out for you. A 0 to 10 question is recognised as an NPS question, and the response summary shows the score with the promoter, passive and detractor split underneath it, rather than eleven bars you have to add up yourself.
The number is the easy half. This template asks the second question too, and asks a different one depending on the answer: promoters are asked what worked and whether you may quote them, everyone else is asked what would have to change.
When to use a nps survey template
- A relationship survey on a fixed cadence, quarterly or twice a year
- After onboarding, once somebody has used the thing for real
- Before a renewal, while there is still time to act on the answer
- Collecting quotable testimonials from the people most likely to give one
- Watching one segment, region or product line against another
Example questions
What to put on the form.
A starting point, not a rulebook: every question below is a real Questionful question type, and all of them are editable once the form is in your account.
| Question | Question type |
|---|---|
| How likely are you to recommend us to a friend or colleague? 0 to 10, "Not at all likely" to "Extremely likely", required. This is the question the score is read from | Linear scale |
| How would you describe that score? I would recommend you / I am on the fence / I would not recommend you, the question the branching runs on | Multiple choice |
| What is the main reason for your score? | Paragraph |
| May we quote you? Yes / No, only on the promoter path | Multiple choice |
| What would we have to change for you to score us higher? Only for the fence and the detractor paths | Paragraph |
| Your email address (optional) | Short answer |
How Questionful helps
Building it, step by step.
02
Branch on a band, not on the number
A linear scale cannot route on its own. The choice question next to it captures the band, and each choice sends the respondent to its own section, so a promoter and a detractor are never asked the same follow-up.
03
Read the score in the summary
The Responses tab shows the score, the promoter, passive and detractor percentages, and the counts behind them. The optional public summary can show the same aggregate to respondents.
04
Act on the low ones the moment they arrive
Email notifications fire per submission, and the webhook payload carries every answer, so a rule in Zapier or Make can raise a ticket for anything under a threshold you choose.
Tips
What makes the difference.
- Ask the reason immediately after the score, while the reason is still in mind.
- Send it to a sample rather than the whole list if you survey often. Fatigue costs more than sample size gains.
- Report the trend, not one number. A score means nothing until you have three of them measured the same way.
- Leave the email question optional. A detractor who wants to stay anonymous is still telling you something worth knowing.
- Never ask for a testimonial before you have asked what could be better.
FAQ
NPS Survey Template questions.
Does Questionful calculate the NPS score?
Yes. A 0 to 10 recommendation question is read as an NPS question, and the response summary shows the score alongside the promoter, passive and detractor split. Nothing has to be exported to a spreadsheet first.
Can promoters and detractors be asked different questions?
Yes, and this template does it. Branching runs on choice questions, so the short band question next to the scale sends each answer to its own section.
What counts as a good score?
It depends entirely on the industry, and comparing your number to a published benchmark is usually a waste of time. Compare it to your own last one, measured with the same wording on a similar sample.
Can I run it anonymously?
Yes. The email question is optional, and you can delete it. Anonymous surveys tend to get more answers, at the cost of not being able to follow one up.
Keep reading
The features behind it, and where to go next.
Feature
Online Survey Maker
Scales, grids and summaries, questions built to aggregate.
FeatureConditional Logic & Form Branching
Route each answer choice to its own section, so people only see what applies.
FeatureForm Question Types
19 types, including specialist ones most builders skip.
TemplateCustomer Satisfaction (CSAT) Survey
A CSAT score for one interaction, with the follow-up matched to it.
TemplateCustomer Feedback Form
Rate the experience, then ask the follow-up that fits the rating.
TemplateProduct Feedback Form
Find out what people actually do, not what they say they want.
Use caseCustomer Feedback
Run satisfaction and product-feedback surveys where the follow-up question depends on the answer you just got.
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