How is the NPS score actually calculated?

Take the percentage of promoters (9-10) and subtract the percentage of detractors (0-6). Passives (7-8) count toward the total but not the score. The result ranges from -100 to +100.

How often should I run an NPS survey?

Relationship NPS works quarterly so you can track the trend without fatiguing people. Transactional NPS fires right after a key interaction. Pick one and be consistent — comparability matters more than frequency.

Why does the open follow-up matter so much?

The number tells you whether loyalty is moving; the 'why' tells you what to do about it. Without verbatims you can watch the score drop for a quarter and still have no idea which fix to ship.

Survey template

NPS survey

A bare NPS number tells you the temperature but not the diagnosis. This template pairs the standard 0-10 question with the open follow-up that turns a score into a fixable reason — and segments the analysis by promoter, passive, and detractor.

Best for: Founders, PMs, and CX teams tracking loyalty and closing the feedback loop.

The questions

01How likely are you to recommend us to a friend or colleague?NPSThe standard 0-10 scale. 9-10 promoters, 7-8 passives, 0-6 detractors.
02What's the main reason for your score?Long textThe single question that makes NPS actionable — without it you have a number and nothing to do about it.
03What were you trying to accomplish when you last used us?Long textAnchors the score to a real job, not a vague mood.
04What's the one thing we could do to earn a higher score from you?Long text
05Have you recommended us to anyone in the last month?Single selectYes / No — past behavior is a truer loyalty signal than stated intent.
06What's your role?Short textLets you slice the score by segment instead of averaging everyone together.

How to run it well

Route the follow-up by score: detractors get 'what went wrong?', promoters get 'what would you tell a friend about us?' — the same question wastes both.
Never report the average. NPS is promoters minus detractors as a percentage; an average hides the bimodal split you actually care about.
Send after a real moment of value, not on a fixed calendar — a survey fired mid-frustration measures the bug, not the relationship.
Read detractor verbatims weekly and reply to the ones who left contact info; closing the loop converts more detractors than any roadmap item.
Track the trend, not the absolute. A score of 30 climbing beats a score of 45 sliding.

Launch this in 60 seconds

Paste these into Enform — or just describe what you want to learn and it writes the questions, reads every response, and drafts the deck.

Use this template free

FAQ

How is the NPS score actually calculated?: Take the percentage of promoters (9-10) and subtract the percentage of detractors (0-6). Passives (7-8) count toward the total but not the score. The result ranges from -100 to +100.
How often should I run an NPS survey?: Relationship NPS works quarterly so you can track the trend without fatiguing people. Transactional NPS fires right after a key interaction. Pick one and be consistent — comparability matters more than frequency.
Why does the open follow-up matter so much?: The number tells you whether loyalty is moving; the 'why' tells you what to do about it. Without verbatims you can watch the score drop for a quarter and still have no idea which fix to ship.

Related templates

Customer satisfaction (CSAT) surveyMeasure satisfaction on a real interaction, not a vague overall rating.Onboarding feedback surveyFind exactly where new users stall before they reach value.Feature prioritization surveyForced-tradeoff questions that separate must-haves from nice-to-haves.Pricing sensitivity survey (Van Westendorp)The four Van Westendorp questions that map your acceptable price range.