What is the net Promoter Score survey form template?
The Net Promoter Score question — how likely are you to recommend us to a friend or colleague? — is popular because it's quick to answer and easy to track over time. On its own, though, the number doesn't tell you what to do next. The reason behind the score is where the useful feedback is.
This NPS survey template asks the 0–10 question and a required reason, then adapts. Anyone scoring 0–6 is asked for the one thing you should fix first; anyone scoring 7 or more is asked what would make their experience even better. Respondents can pick up to three things that most influenced their score, and customers who score 9 or 10 can agree to be quoted.
An optional second page asks how long they've been a customer, how often they use your product and — for business customers — their role and company. Each response is saved as a PDF in your FileIt vault, and the Responses table exports to CSV for calculating your score.
- Best for
- Any business tracking customer loyalty — SaaS, retail, services, agencies
- Filled in by
- Customers
- Time to complete
- Under a minute for the score; about 2 minutes with the optional questions
- Includes
- 0–10 recommendation scale, required reason, score-based follow-ups, influence factors, testimonial consent
Who uses a net Promoter Score survey form?
- A software company runs a quarterly NPS survey across its customer base
- An agency asks clients for a score at the end of each project
- A retailer sends the survey a week after purchase
- A subscription business compares scores from new and long-standing customers
- A B2B company segments feedback by the respondent's role
- A marketing team collects quotable comments from customers who score 9 or 10
Questions on this net Promoter Score survey form
14 questions over 2 pages · includes conditional questions, multiple pages, consent checkbox, ratings.
1 Your score
- How likely are you to recommend us to a friend or colleague?*
- What's the main reason for your score?*
- What's the one thing we should fix first? asked only when it applies
- What could we do to make your experience even better? asked only when it applies
- Which of these most influenced your score? Product quality · Price and value · Customer support · Ease of use · Reliability · Speed or delivery · Our people
2 A little about you
- How long have you been a customer? Less than 3 months · 3–12 months · 1–3 years · More than 3 years
- How often do you use our product or service? Daily · Weekly · Monthly · Less often
- You're a Individual customer · Business customer
- Your role asked only when it applies
- Company asked only when it applies
- May we contact you to follow up on your answer?
- Your name* asked only when it applies
- Email* asked only when it applies
- Testimonial asked only when it applies
The net Promoter Score survey form, page by page
1 Your score
The survey opens with the 0–10 scale from not at all likely to extremely likely, followed by a required box for the main reason. Scores of 6 or below reveal What's the one thing we should fix first?; scores of 7 or above reveal What could we do to make your experience even better? Respondents can then pick up to three factors that most influenced their score — product quality, price and value, support, ease of use, reliability, speed or delivery, your people, or something else.
2 A little about you
This optional page asks how long they've been a customer and how often they use your product, and whether they're an individual or business customer; business customers are asked their role and company. Respondents can agree to be contacted, which asks for their name and email. Customers who scored 9 or 10 can give permission to quote their comment.
Make the template yours
- Replace "us" in the main question with your company or product name
- Edit the influence factors to match what matters in your business
- Remove the second page for the shortest possible survey
- Send personal links so responses are tied to customers without asking for their email
- Add a question about which product, location or team they dealt with
- Set a closing date so each survey round is a clean snapshot
Tips for a better net Promoter Score survey form
- Read the reasons, not just the score — they tell you what to change
- Follow up with low scorers who agree to be contacted, ideally within a few days
- Survey at a consistent point in the customer journey so scores are comparable
- Don't send NPS surveys so often that customers stop answering
- Share promoters' comments with the team — it's good for morale
Every response becomes a PDF in your vault
Each response is saved as a PDF in the vault folder you choose, and the owner is emailed so low scores can be picked up quickly.
Export the Responses table to CSV to calculate your score: the percentage of 9–10 answers minus the percentage of 0–6 answers.
- Start from this template. It opens in the FileIt Forms designer — change any question, add pages, set the rules for when questions appear.
- Share it. Turn on a public link, or send it to people by email, each with their own link. They don’t need a FileIt account.
- Get the answers as PDFs. Each response is saved as a PDF in the vault folder you choose, with uploaded files attached — and listed in a Responses table you can export to CSV.
Net Promoter Score survey form: frequently asked questions
Is this NPS survey template free?
Yes. It's included in the Forms app on every FileIt account, including the free plan.
Does FileIt calculate the NPS for me?
No. Export the responses to CSV and calculate it in a spreadsheet: % of scores 9–10 minus % of scores 0–6.
Is the survey anonymous?
It is unless the respondent agrees to be contacted and gives their name and email, or you send personal links.
Can I change the follow-up questions?
Yes. Edit the questions and the score thresholds in the designer.
Can customers answer on a phone?
Yes. The 0–10 scale works on touchscreens.
Can I use comments as testimonials?
Only from respondents who tick the testimonial consent, which appears for scores of 9 or 10.
Can I run the survey more than once?
Yes. Duplicate the form for each round, or keep one form open and filter responses by date.