Summary
This guide presents a Net Promoter Score (NPS) survey template designed to assess customer loyalty and satisfaction. NPS is a crucial customer experience metric that measures the likelihood of customers recommending a business to others. The survey consists of key questions, including how likely respondents are to refer a brand or service, and an optional question regarding the reason for their score. Respondents are categorized into three groups based on their scores: Detractors (scores 0 to 6), Passives (scores 7 or 8), and Promoters (scores 9 or 10). The document explains how to calculate the NPS by subtracting the percentage of Detractors from the percentage of Promoters. It also outlines the interpretation of the resulting score, providing a scale that ranges from poor to excellent, indicating the level of customer experience and areas for potential improvement.
