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NPS Survey Template

The Net Promoter Score (NPS) is a world-renowned methodology of researching client loyalty. You will draw remarkably valuable conclusions from this simple and effective feedback.

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The ultimate question that you need

The power of NPS is hidden within its simplicity, expressed in one question “How possible is it that you will recommend X to a friend?”. This research methodology was created by Fred Reichelda, Bain & Co., and Satmetrix in the 90s and was described in detail in a book titled “The Ultimate Question”. An NPS-type question allows respondents to answer on a scale from 0 to 10 (where 0 = I won’t recommend, and 10 = I will recommend). Then the respondents are divided into three groups based on their scores: Critics (score from 0 to 6), Neutrals (7 – 8), and Promoters (9 – 10). The NPS indicator is calculated by subtracting the Critics’ percentage from the Promoter’s. A positive score (above 0) may be considered moderately good. A score above 50 shows that your company cares for good client relations.

Why is the Net Promoter Score so popular?

Many experts believe that the Net Promoter Score constitutes a valuable indicator of increasing profits. One of the key benefits for which companies decide to take advantage of this method is its remarkable simplicity. “NPS supporters” argue that focusing on one simple indicator – easy to understand – results in employees becoming more focused on supporting the customer. Even though NPS is not a remarkably detailed methodology of researching customer satisfaction, its simplicity allows companies and organizations to undertake actions here and now, to quickly improve Customer Experience.

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After many recommendations, we tested Startquestion, wich turned out to be easy to use and flexible survey software. We appreaciate high quality, reaction time and patience of customer support team. Startquestion helps us in many feedback related use cases and we see more users and departments actively using it for their purposes.

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Krzysztof Gabruk

Customer Experience Chapter Leader at Santander Bank Poland

Startquestion allowed us to guarantee the anonymity of the survey to our employees. The ability to automatically send reminders to complete the study helped us collect the results – without them, we would certainly not have achieved such a high response rate.

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Sebastian Srebnicki

Project Manager at Innogy

The key to the Voice of Customer project’s success is integrating the client’s internal systems with the online research software. The first experience with the system was so encouraging that Medicover Poland decided to transfer all the conducted research to the Startquestion platform.

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Beata Dąbrowska

Coordinator of Market Research and Analysis at Medicover Poland