NPS Survey with Follow-up

A Net Promoter Score on its own tells you how you are doing; the follow-up questions tell you why. This template pairs the standard 0-10 likelihood-to-recommend question with a reason prompt, then asks which drivers moved the score – quality, price, service, ease, reliability, speed – and how satisfied the customer is with the four that most often explain it. A behavioural check follows: whether they have actually recommended you in the last year, which keeps an optimistic score honest.

Thisys scores NPS automatically: promoters, passives and detractors are broken out in your results with the signed score, updated live as responses arrive. The last page asks how long they have been a customer and whether you may contact them – the email address is asked only of those who say yes – because the fastest way to move a detractor is to call them back within a week. Send it quarterly to track movement, or after milestones such as onboarding and renewal.