NPS Survey: Complete Guide to Net Promoter Score (2026)
Learn how to create, distribute, and analyze NPS surveys. Includes templates, benchmarks, and best practices.
Net Promoter Score (NPS) is the most widely used metric for measuring customer loyalty. One simple question can reveal how your customers truly feel about your product.
What is NPS?
NPS is based on one question: "How likely are you to recommend [product] to a friend or colleague?" on a 0-10 scale.
Promoters (9-10): Loyal enthusiasts who will fuel growth
Passives (7-8): Satisfied but unenthusiastic customers
Detractors (0-6): Unhappy customers who can damage your brand
NPS = % Promoters - % Detractors
NPS Benchmarks by Industry
SaaS: 30-40 is good, 50+ is excellent
E-commerce: 40-50 is good, 60+ is excellent
Healthcare: 35-45 is good, 55+ is excellent
How to Create an NPS Survey
Use FormGenius to create an NPS survey in seconds. Use our Customer Satisfaction Survey template which includes NPS scoring built in.
Best Practices
- Send NPS surveys at consistent intervals (quarterly)
- Always include a follow-up open-ended question: "What's the main reason for your score?"
- Segment results by customer type, plan, or tenure
- Close the loop: follow up with detractors personally
- Track NPS over time as a trend, not a point-in-time metric
Analyzing NPS Results
Don't just look at the number — read the open-ended responses. Categorize feedback into themes: product quality, support, pricing, onboarding, etc. This tells you WHERE to improve, not just that you need to.