Net Promoter Score (NPS) survey templates

Any score above 0 means you have more promoters than detractors, since the range runs from -100 to +100. Many sectors treat 50 as excellent and 70 as world-class, but the bar shifts by industry, with consumer tech usually scoring above healthcare or financial services. Compare against your own historical trend first, because a rising score in your category beats a single cross-industry benchmark.

Subtract the percentage of detractors from the percentage of promoters. Promoters rate 9 or 10, detractors rate 0 through 6, and passives at 7 or 8 do not count toward either side. If 60% are promoters and 15% are detractors, the score is 45. SurveyMonkey calculates this automatically from the native NPS question type and charts the trend, so you can filter by region, plan, or any attribute you collected.

Match the metric to the decision. Use NPS for overall loyalty on a schedule or at key milestones, customer satisfaction (CSAT) to rate a specific interaction right after it happens, and customer effort score (CES) to measure how easy a task was to complete. All three are built-in question types here, so you can run them side by side and read each one in the same dashboard.

Timing follows the type. Send transactional NPS within 24 hours of the interaction, whether that is a purchase, a support close, or onboarding. Run relational NPS on a fixed cadence, quarterly for fast-moving products and annually for stable enterprise relationships. Avoid over-sending, since customers surveyed every few weeks develop fatigue and scores drift lower. One well-timed send beats three rushed ones.

Keep the survey to one or two questions, since short NPS surveys complete at 91.3% and every extra question raises dropout risk. Send a reminder 48 to 72 hours after the first send, and check the survey score beforehand to catch completion problems early. AI response-quality filtering removes gibberish and rushed answers automatically, so the responses you keep are ones you can act on.