NPS survey template
A ready-made Net Promoter Score survey: the 0 to 10 recommend question, a follow-up worded for each score band, an optional reason and a permission step before anyone gets contacted. Clone it, add your company name, send it today. It all runs on the free plan.
Free plan, no card. Unlimited forms and unlimited responses, forever.
3
Follow-ups, one per score band
4
Logic rules pre-built
∞
Responses on the free plan
$0
To clone, publish and send
What's inside
One 0 to 10 question, then the right follow-up
Every other step hangs off question 1. Here is that screen as a respondent sees it.
1 →
How likely are you to recommend us to a friend or colleague?
0 is not at all likely, 10 is extremely likely. Drag the slider or use the arrow keys.
A Slider Scale from 0 to 10 in steps of 1, because the Upform Rating question counts from 1 and NPS needs the zero. The handle starts at 5 but records nothing until moved, and the question is required, so nobody gets a default score. See how conversational forms behave.
The full step list
How likely are you to recommend us to a friend or colleague?
Slider Scale 0–10What went wrong for you?
Long Text Shown on 0 to 6 OptionalWhat would move that up by two?
Long Text Shown on 7 or 8 OptionalWhat should we never change?
Long Text Shown on 9 or 10 OptionalWhat had the biggest effect on your score?
Single Choice OptionalCan we contact you about your answers?
Yes/NoWhat's the best email to reach you?
Email Shown on YesThank you
Thank You
Steps 2 to 4 are three versions of one follow-up and step 7 appears only after a yes, so nobody answers more than five questions. Swap any question type, rewrite the wording, or drag the order.
Before you send
How to run an NPS survey that tells you what to fix
NPS is the easiest survey to build and the easiest to ruin. The template gets the structure right; these are the decisions it leaves to you.
Keep the question word for word
Swap "us" for your company or product name and leave the rest alone. The standard wording keeps each quarter's score comparable, and small edits ("how satisfied", "on a scale of") quietly change what people answer. Explain 0 and 10 in the description; leave the middle unlabeled.
Decide what the score is about
Relationship NPS goes out on a cycle and asks about the whole company. Transactional NPS follows one event, such as a closed ticket. Keep them as separate forms or your average blends two questions. For a single interaction, the customer satisfaction survey template is usually the better fit, and the NPS survey software page covers timing and sample size.
Why three follow-ups beat one "why?"
The classic follow-up, "What is the main reason for your score?", asks a 3 and a 10 the same thing, and both answer it vaguely. The template splits it three ways.
- Detractors (0 to 6) see "What went wrong for you?" Not "how can we improve", which invites a wishlist. You want the incident.
- Passives (7 or 8) see "What would move that up by two?" It asks for one change, not a justification.
- Promoters (9 or 10) see "What should we never change?" That is your list of things not to redesign.
All three are optional: a forced sentence is a worse one.
Turn comments into counts
Open text tells you what happened, not how often. Question 5 offers five reasons (product quality, ease of use, customer support, price for what you get, something else), so you can sort 300 comments into piles before reading any. Rewrite the options, but keep "Something else", or people forced into the wrong box will skew your counts.
Ask before anyone follows up
Question 6 asks whether you may get in touch, and the email step appears only after a yes. People are more candid when they know nobody will call, and a yes is a request for a reply, so answer those detractors within two days. Collecting emails from people in the EU? GDPR-compliant forms covers the wording.
Already wired in
Four logic rules, already switched on
Three rules read the score from question 1 and show one follow-up each; the fourth shows the email step after a yes. It is the same Logic panel every form uses: AND/OR rules, 20 operators, four actions (show, hide, jump and end form).
Conditional Logic
4 rules configured
Rule Summary
When How likely are you to recommen… less equal "6" → Show field: What went wrong for you?
Rule 1, opened. The panel writes a summary line for every rule.
2 →
What would move that up by two?
One change is plenty. Shift+Enter for a new line.
The passive path: one change, not a reason, which you can put on a roadmap.
The other rules follow the same shape: greater or equal 9 shows the promoter question, and Yes on question 6 shows the email step. Prefer ten tappable buttons? A Rating question runs 1 to 10 and offers only equals, greater than and less than, so the bands become less than 7, greater than 6 AND less than 9, and greater than 8. Every operator is on the conditional logic page.
Reading the score
How to calculate NPS from the responses
Upform shows every raw 0 to 10 answer in the responses table, and Results adds views, completion rate and a per-question drop-off funnel. It does not calculate the Net Promoter Score for you. That takes one subtraction, and a sheet leaves a trail anyone can check.
Responses
240 total
| Date | Form | How likely are you… | What went wrong for you? | What would move that… | What should we never… | What had the biggest… |
|---|---|---|---|---|---|---|
| Sep 24 | NPS survey Q3 | 9 | Support answers in minutes, not days. | Customer support | ||
| Sep 24 | NPS survey Q3 | 3 | Billed twice in August, fixed a week later. | Price for what you get | ||
| Sep 23 | NPS survey Q3 | 7 | Clearer invoices. | Price for what you get | ||
| Sep 23 | NPS survey Q3 | 10 | Setup took ten minutes. | Ease of use | ||
| Sep 22 | NPS survey Q3 | 8 | A mobile app I can check on the train. | Product quality |
Each follow-up has its own column, so a row fills at most one of the three. Example responses.
Three steps, one formula
- Get the scores into a sheet. Connect Google Sheets and each response arrives as a row, or export a CSV from the responses table.
- Bucket every score. 9 and 10 are promoters, 7 and 8 passives, 0 to 6 detractors.
- Subtract. The promoter percentage minus the detractor percentage. Passives only count toward the total.
With the scores in column C, one cell in Google Sheets does steps 2 and 3:
=ROUND((COUNTIF(C2:C,">=9")-COUNTIF(C2:C,"<=6"))/COUNT(C2:C)*100)In Excel, close the range, for example C2:C500. If the sheet reads the scores as text, format the column as numbers first.
A worked example
240 people answered last quarter's survey.
| Group | Scores | Count | Share |
|---|---|---|---|
| Promoters | 9–10 | 108 | 45% |
| Passives | 7–8 | 84 | 35% |
| Detractors | 0–6 | 48 | 20% |
| NPS | 45 − 20 = +25 | ||
Report it as +25 (n=240), a whole number from −100 to +100 rather than a percentage, and compare it only with your own last reading. Example figures.
Net Promoter, NPS and Net Promoter Score are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.
After the submit
Where the NPS responses land
Send every score where your team already looks, so a 2 gets read the day it arrives.
Google SheetsA row per response, ready for the formula
SlackEvery score posted to a channel
HubSpotCreates or updates the contact behind an email
NotionDatabase rows with your own mapping
monday.comA board item per response to work through
n8nSigned webhook, so your workflow can route low scoresEach one connects your own account, and all of them are on the free plan. See every integration.
Related templates
Four more feedback forms, all free to clone in one click.
How satisfied were you overall?
Customer satisfaction survey
A 1 to 5 star rating for one interaction, with a branch on the score.
FeedbackHow was your experience today?
Customer feedback form
A star rating plus the open follow-up that explains it.
FeedbackWhich feature do you use most?
Product feedback form
What people use, what is missing, what would make them stay.
FeedbackWhat's the main reason you're leaving?
Exit survey
Why a customer left and what nearly kept them.
FeedbackFrequently asked questions
Is this NPS survey template free?
Yes. Cloning, publishing and collecting responses all run on the Upform free plan, which is permanent, not a trial. There is no response cap, which matters because an NPS score only settles once a few hundred people have answered. Pro is $12 a month and adds branding removal, unlimited file storage and up to five team members.
How do I calculate NPS from the survey responses?
Count every 9 and 10 as a promoter and every 0 to 6 as a detractor, then subtract the detractor percentage from the promoter percentage. Upform does not calculate the score for you, so send responses to Google Sheets or export a CSV and use one COUNTIF formula. With 240 answers, 108 promoters and 48 detractors, that is 45 minus 20, a score of +25.
Why is the score question a slider and not number buttons?
Net Promoter Score uses an 11-point scale starting at 0, and the Upform Rating question counts from 1. A Slider Scale from 0 to 10 in steps of 1 keeps the zero, and the arrow keys move it one point at a time. Prefer tappable buttons? Use a Rating question with a scale of 10 and treat 1 to 6 as detractors.
Can respondents stay anonymous?
Yes. The template asks for no name or email up front, so a score arrives on its own unless the respondent agrees to be contacted and then types an address. If you need to know who answered every time, add an Email question at the start.
How many questions should an NPS survey have?
Two is the core: the 0 to 10 question and one open follow-up. This template adds a one-tap reason and a permission step, so each respondent sees four or five screens and finishes in about a minute. Every question past that costs completions, so add one only if someone will act on the answer.
Can I embed the NPS survey or send it by email?
Yes. Every published form gets a public link, an iframe embed code for your site or app, and an email button snippet, because most email clients will not render an iframe. To compare channels, duplicate the form once per channel so each copy keeps its own completion rate.
Get started
Find out who would recommend you
Clone the NPS survey template, put your company name in question 1 and publish the link. About ten minutes.
No credit card. Unlimited forms and unlimited responses on the free plan.