Relational NPS Survey - Survey Template

Product NPS Survey

The Net Promoter Score (NPS) allows you to measure customer loyalty and compare trends over time. It is often referred to as the decisive question because, with relatively little effort, it can measure the level of customer satisfaction and influence the brand strategy. It also allows the company to look at its activities from the customers’ perspectives and needs. Let’s see how to conduct an NPS test of a product!

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How To Calculate Net Promoter Score? – Survey Template:

The first simple question in the relational NPS survey is the most important. Depending on the industry and the purpose of the study (do we ask about the service, product, contact with customer service), it may look like this:

How likely is it that you will recommend us to a friend?

The respondents give answers by rating the product or service on a scale from 0 to 10. The higher the number, the more likely they will recommend our brand to friends or family. We will proceed to the interpretation of the results in a moment. Depending on the answer indicated, it is worth asking additional questions, such as:

Tell us in a few sentences what the reason for your assessment is?
What could we improve so that you can rate us better next time?
Would you like to share your opinion about us on the Google platform?

Interpretation of the Relational NPS Survey Result

After answering, divide the respondents into three groups: critics (0-6), neutral (7-8), and promoters (9-10). The NPS score will be a number from -100 to 100. The higher the value, the better. We will get the NPS result when we subtract the percentage of promoters from the rate of critics.

Note: The NPS score varies from industry to industry. To get a good sense of your result, compare it to the company’s average in your market segment.

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Customer Experience Chapter Leader at Santander Bank Poland