NPS Survey Templates
Ready-to-send Net Promoter Score questions written for your industry, with the follow-ups that actually get answered.
Promoters 9–10 · Passives 7–8 · Detractors 0–6
60% promoters − 10% detractors
16 templates by industry
How likely are you to recommend {{brand}} to a friend or family member? (0 = not at all, 10 = definitely)
How likely are you to recommend shopping with {{brand}} to a friend? (0–10)
How likely are you to recommend {{brand}} to someone with a similar skin type? (0–10)
How likely are you to recommend {{brand}} for your daily essentials? (0–10)
How likely are you to recommend {{brand}} to a friend looking for a place to eat? (0–10)
How likely are you to order from {{brand}} again and recommend us? (0–10)
How likely are you to recommend staying at {{brand}} to a friend? (0–10)
How likely are you to recommend {{brand}} to a friend or family member needing similar care? (0–10)
How likely are you to recommend {{brand}} to someone looking for a dentist? (0–10)
How likely are you to recommend {{brand}} to a friend? (0–10)
How likely are you to recommend {{brand}} to a friend who wants to get fit? (0–10)
How likely are you to recommend {{brand}} to another parent or student? (0–10)
How likely are you to recommend {{brand}} to someone buying or renting? (0–10)
How likely are you to recommend {{brand}} for deliveries? (0–10)
How likely are you to recommend {{brand}} to a colleague in a similar role? (0–10)
How likely are you to recommend {{brand}} to a friend or colleague? (0–10)
How it works
The rating question barely changes; the follow-up and the timing do all the work. Start from the closest template.
One question, quick-reply buttons, no forms. WhatsApp surveys clear far higher response rates than the same survey by email.
Detractors go to a human immediately. Promoters get a referral or review ask while the goodwill is fresh.
Questions
Everything below is on the page for search engines as well as for you — no accordions hiding the answers.
Above 0 means you have more promoters than detractors. Above 30 is generally considered good, above 50 excellent and above 70 world class. Benchmarks vary sharply by industry, so compare against your own trend over time rather than against a global average.
Ask customers how likely they are to recommend you on a 0–10 scale. Scores of 9–10 are promoters, 7–8 are passives, and 0–6 are detractors. NPS = %promoters − %detractors, giving a number between −100 and +100. Passives count towards the total but not towards either side.
Send it after the customer has actually experienced the value, not immediately after payment. For ecommerce that is two to three days after delivery; for a restaurant, a few hours after the meal; for a clinic, a day after the appointment; for SaaS, after 30 days of active use.
Change it by score. Promoters get 'What did we get right?' — their answer is your next testimonial. Passives get 'What would make it a 10?' — that is your roadmap. Detractors get 'What went wrong?' and, critically, a route to a human. One generic follow-up for everyone wastes the highest-signal moment you will get.
Email NPS surveys typically see single-digit response rates. A one-tap survey delivered in WhatsApp, where the customer already reads messages, does substantially better — and the reply lands in a conversation you can continue rather than in an inbox nobody monitors.
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Run NPS on WhatsApp and get replies, not silence.
A template is only half the job — the response rate comes from the channel. RateUp sends these as native WhatsApp flows, routes detractors to your team as a ticket, and pushes promoters straight to a review request.