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- An NPS, or Net Promoter Score survey, is different from a customer satisfaction survey. Whereas a customer satisfaction survey will give you a short-term snapshot of satisfaction levels, an NPS survey is focused on long-term happiness and loyalty, asking your customers how likely they are to recommend you to a friend or colleague on a scale of 1 to 10. It can help you reduce churn and increase retention. For example, a SaaS company like Hotjar may ask early users of a new feature to complete a feature-specific NPS survey. Since we already have a baseline NPS figure for Hotjar as a whole, we could gauge the potential impact of a new feature by comparing the future survey results with our existing survey results. This template contains two questions. The first asks customers to select the rating on a scale, and the second is an open-ended follow-up question to bring extra context and ideas for improvements. The 1 to 10 rating scale breaks down like this. 0 to 6 indicates detractors, or
