NPS survey template
An NPS survey template that pairs the standard 0-10 score with a neutral AI-probed reason question and useful customer segments.
Questions and setup
Customize the placeholders and apply the setup notes in the study builder before launch.
- 01
Multiple Choice
Which best describes your current relationship with [Product]?
- I currently use it
- I used it previously
- I am evaluating it
- I have never used it
Setup: For relationship NPS, screen out people who are only evaluating the product or have never used it.
- 02
NPS
On a scale of 0 to 10, how likely are you to recommend [Product] to a friend or colleague?
Setup: Keep the standard 0-10 scale and wording unchanged so results remain comparable over time.
- 03
AI Question
What is the main reason for your score?
Setup: Allow one neutral follow-up that asks for a concrete experience without assuming praise or dissatisfaction.
- 04
AI Question
What, if anything, should [Product] improve?
Setup: Allow one follow-up to clarify the situation, desired outcome, or affected workflow.
- 05
Multiple Choice
How long have you been using [Product]?
- Less than 1 month
- 1 to less than 6 months
- 6 to less than 12 months
- 12 months or more
- 06
Multiple Choice
In the past 30 days, how often did you use [Product]?
- Daily
- Several times a week
- About weekly
- 1-3 times
- Not at all
- 07
Open Text
Is there anything else you would like us to know about your experience with [Product]?
This NPS survey template pairs the standard 0-to-10 recommendation question with the same neutral, AI-probed reason question for every respondent. Consistent wording makes the qualitative answers easier to compare without leading promoters, passives, or detractors toward a particular explanation.
What this template measures
The template first confirms that the respondent has real product experience, then asks the NPS question before any evaluative prompt can anchor the score. A neutral AI Question captures the main reason and asks for one concrete experience when the first answer is vague.
Every participant then gets an optional improvement prompt. Two Multiple Choice questions capture non-overlapping tenure and recent usage bands, so you can segment the score by experience without ambiguous boundaries, and a closing Open Text question catches anything the structured flow missed.
Who it's for
This template is for product, customer success, and marketing teams that need the reasons behind relationship NPS results. It fits a recurring quarterly pulse, a check-in tied to renewal or a QBR, or an investigation into a change in the score.
How the AI moderator probes
The AI Question type probes the reason a participant gives. If someone says "it's too expensive," the moderator can distinguish absolute price, budget constraints, and perceived value. If someone names a feature, it can ask for the specific moment that feature affected the recommendation. Limit this to one follow-up so the interview stays short and every score receives comparable treatment. AI follow-up questions explains the probing behavior.
Tips before you launch
Replace the "[Product]" placeholder in every question before sending. Where possible, invite a verified customer cohort and pass tenure or plan as metadata instead of asking participants to recall information you already have.
Keep the cadence consistent once you start. A quarterly relationship NPS sent to the same audience supports trend analysis better than a one-off wave. Versive auto-generates a chart for the NPS question in Insights; use theme extraction on the qualitative answers to identify reasons that recur across waves. If NPS is one of several metrics you track, NPS vs. CSAT vs. CES: picking the right metric explains when each one fits. Adjust the segmentation questions to match how your team analyzes customer feedback.
Frequently asked questions
What counts as a promoter, passive, or detractor?
Promoters score 9 or 10, passives score 7 or 8, and detractors score 0 through 6. Use those bands for analysis rather than changing the question a participant receives.
Why ask the same follow-up at every score?
A neutral “main reason” question keeps responses comparable and avoids telling passives or detractors what they should feel. The AI can still probe the specific experience each person describes.
How often should you send an NPS survey?
Most teams use a recurring cadence such as quarterly or trigger the survey after a specific event such as renewal or support resolution. Evaluate the trend across waves instead of judging one result in isolation.
Does Versive chart NPS responses?
Yes. Insights auto-generates a chart for quantitative question types including NPS, alongside per-question themes and summaries for the AI follow-ups.
Full reference
Templates & the Library
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