CUSTOMER

NPS & customer satisfaction survey template

Track customer recommendation, satisfaction, and effort alongside the written reasons behind each score.

10 questions · 2 pages · 6 answer formats · About 2 min

Time is estimated from all questions, including matrix rows. Branching can shorten a path; reading, consent and longer written answers can add time. Confirm it with a pilot.

Simple logic
Conditional questions
Answer piping
Pro to publish

Use this template →Try the survey Read every question

Free to preview and customize. Publishing this template with its configured advanced features requires Pro.

Use this template opens an editable draft after sign-in. Questions, answer options and configured logic carry over; nothing is published until you choose to publish.

Try the questionnaire

Answer it before you use it.

Try the actual questions, follow-ups and endings. Preview answers stay in this tab and disappear when you close or restart it. Nothing is submitted.

Who this is for

Customer-success and product teams tracking loyalty alongside a recent customer experience.

Before you send it

Name the product or service, choose a consistent customer segment, and define the experience period. Make contact details optional and ask for them only when follow-up is welcome.

Questionnaire preview

These are the questions and answer options copied into your draft. Bracketed text is a prompt to customize. Matrix questions contain several statements, so allow time for each row.

How this template adapts

A low recommendation score opens a focused follow-up, and contact details appear only after permission.

Scores from 0 to 6 reveal an extra improvement question. Scores from 7 to 10 skip it.
The extra question repeats the respondent's score using answer piping.
Choosing Yes to follow-up reveals the optional email field on the final page. No thanks keeps it hidden.

Test the setup before sharing

Try scores 6 and 7 to check the boundary.
Try both follow-up choices; then go back and change Yes to No to verify the email field disappears.

The preview below lists every possible question. Respondents see only the questions on their path. Open this template in the builder to test it with live answers.

Page 1

1. How likely are you to recommend us to a friend or colleague? (required)
0–10 scale (NPS)
2. What is the main reason for your score?
Long text
3. How would you rate your most recent experience?
Choose one
Very poorPoorOKGoodExcellent
4. Which of these did you interact with?
Choose all that apply
ProductSupportBillingDocumentation
5. Can we follow up with you about your feedback?
Choose one
Yes, email meNo thanks
Page 2: Context and next steps
6. How long have you used our product or service?
Choose one
Less than a month1–6 months7–12 monthsMore than a year
7. How easy was it to accomplish what you needed?
1–7 scale (Very difficult → Very easy)
8. If you selected yes to follow-up, which email address should we use? (optional)
Email
9. What is one thing we should keep doing, and one thing we should change?
Long text
10. You gave us [answer to question 1] out of 10. What would most improve your experience?
Long text

Use this template →

Use the builder link to retain logic, piping, consent, scoring, and randomization. Plain text copies wording only; piped answers become editable placeholders.

How to read the results

Report NPS separately from satisfaction and effort. Group written reasons by theme and compare the same customer segments across waves; the overall score can move simply because the audience changed.

Preview your edited survey on desktop and mobile, run a small pilot, and review an export before inviting the full audience. Adding questions is optional: keep the ones that support your decision.