Measure customer loyalty with a standard Net Promoter Score question plus follow-up fields to understand the reasons behind the score.
9 fields included
Works for
Post-purchase NPS
SaaS product NPS
Service NPS
Quarterly loyalty tracking
Onboarding NPS
Support interaction NPS
Export responses to Google Sheets. Use COUNTIF to count Promoters (scores 9–10), Passives (7–8), and Detractors (0–6). NPS = (Promoters ÷ Total) × 100 − (Detractors ÷ Total) × 100. Scores range from −100 to +100.
For relationship NPS (overall loyalty), quarterly is standard. For transactional NPS (after a specific interaction), send within 24 hours of the purchase, support resolution, or onboarding milestone.
NPS above 0 is positive. Above 30 is considered good, above 50 is excellent, above 70 is world-class. Benchmark against your own previous scores first, then against industry averages for context.
Use the 'Customer segment' field to filter Google Sheets responses. Create a pivot table with segments as rows and average NPS as values. This reveals whether detractors cluster in a specific customer type or product area.
For transactional NPS (tied to a specific order), collecting email allows you to follow up with detractors — make the field optional. For relationship NPS, anonymous responses tend to be more honest. Include a clear note on whether responses are tracked.
Filter Google Sheets for scores 0–6 where the respondent provided an email. Assign a support team member to reach out within 48 hours. Track the outcome in a 'Follow-up Result' column. Closed-loop follow-up is one of the biggest drivers of NPS improvement.