Transactional NPS survey template
NPS tied to a specific moment (delivery, onboarding, support) so you can see which touchpoints create promoters and detractors.
3 questions · about 1 minute to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- Immediately after a defined touchpoint such as onboarding completion or a support resolution.
- Who it is for
- Customers who just finished the touchpoint you are measuring.
How to use this template
- Keep it to three or four questions; NPS surveys are meant to be answered in under a minute.
- Benchmark against your own previous waves rather than industry averages, which vary by method.
- A score below 0 means more detractors than promoters: fix the reasons detractors give before chasing promoters.
Questions in the transactional nps template
1. Which of these did you just complete?
single choice · A purchase, Onboarding or setup, A support request, A renewal, Something else
2. Based on this experience, how likely are you to recommend us to a friend or colleague?
nps
3. What is the main reason for your score?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.Which of these did you just complete?
120 answered| Answer | Count | Percent |
|---|---|---|
| A purchase | 33 | 28% |
| Onboarding or setup | 22 | 18% |
| A support request | 27 | 23% |
| A renewal | 23 | 19% |
| Something else | 15 | 13% |
2.Based on this experience, how likely are you to recommend us to a friend or colleague?
120 answered| Answer | Count | Percent |
|---|---|---|
| 0 | 4 | 3% |
| 1 | 3 | 3% |
| 2 | 7 | 6% |
| 3 | 14 | 12% |
| 4 | 7 | 6% |
| 5 | 13 | 11% |
| 6 | 11 | 9% |
| 7 | 10 | 8% |
| 8 | 16 | 13% |
| 9 | 18 | 15% |
| 10 | 17 | 14% |
How to read these questions
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
- nps: NPS = % promoters (9–10) − % detractors (0–6). Check the margin of error before calling a change between two periods.
Frequently asked questions
How is NPS calculated?
Subtract the percentage of detractors (0–6) from the percentage of promoters (9–10). Passives (7–8) count toward the total but not the score. The result ranges from −100 to +100.
How often should I run an NPS survey?
Relationship NPS once or twice a year to the whole base; transactional NPS after key moments. Avoid asking the same person more than once a quarter.
How long does the transactional nps survey take to complete?
About 1 minute: 3 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
Related templates
- Net Promoter Score (NPS)The standard 0–10 loyalty question plus the two follow-ups that make it actionable: the reason, and permission to follow up.
- Customer satisfaction (CSAT)A three-minute check on how a recent purchase or support interaction went, with one open question that tells you why.
- Customer effort score (CES)Measure how hard customers had to work to get an issue resolved; low effort predicts repeat business better than satisfaction.
- Customer service feedbackPost-ticket survey separating the agent's behaviour from the outcome, so coaching and process fixes go to the right place.