Uncover NPS Insights
NPS scores tell you nothing while detractors churn. This NPS survey template goes beyond a 0–10 score and an optional text box. An AI-powered conversation follows up with every respondent — uncovering why promoters love you, what would change a detractor’s mind, and what passives need to become fans.
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Questions it always asks
The core fields every response captures.
Always ask what one thing would improve their experience
Ask if there's anything they wish we did differently
How it adapts
Follow-ups that change based on what people say.
If they scored 9-10, ask what they love most and if they'd share a testimonial
If they scored 0-6, ask what specific experience drove the score
Where it routes people
Different paths for different answers.
If they're a promoter, offer to leave a G2 review
If they're a detractor, escalate to their CSM with full context
Automations it can trigger
Actions that fire the moment a response comes in.
Post NPS context to #cx-insights in Slack with sentiment summary
Update Gainsight health score based on conversation sentiment
Add follow-up notes to HubSpot contact record
How this AI template works
This NPS survey template replaces the standard 0–10 rating and optional text box with an AI-powered conversation that adapts to each respondent’s score. Promoters (9–10) are asked what they love most and invited to share testimonials. Detractors (0–6) explain what specific experience drove their score and what would change their mind. Passives (7–8) reveal what one improvement would make them a promoter. Every response is automatically categorized, summarized, and routed to your CS team with full context — so you can act on NPS insights instead of just reporting them.
Getting started
- 1
Choose your NPS survey format — relational, transactional, or both
- 2
Customize the AI conversation for each score range: promoters, passives, and detractors
- 3
Connect integrations — route NPS insights to Slack, Gainsight, HubSpot, or your CRM
- 4
Deploy via email, in-app embed, or link — your NPS survey is live in minutes
Template Details
- Agent Type
- Evaluator
- Industries
- SaaS / Tech
- Roles
- Customer SuccessSupport
- Integrations
- Slack, Gainsight, Hubspot
- Times Used
- 1,800+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
No context. No follow-up. No next step.
- A single text box after the NPS score captures vague complaints like 'expensive' or 'slow' but never uncovers the specific feature, interaction, or competitor comparison that actually drove the detractor score.
- Static NPS forms treat all promoters the same with generic 'any other feedback' questions instead of capitalizing on their loyalty by asking for referrals, testimonials, or case study participation while they're excited.
- Rigid follow-up forms can't probe deeper when a customer mentions they're 'evaluating alternatives' — missing the chance to understand competitive threats and retention triggers before they churn.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Right team. Full context. Instant action.
- AI follow-up conversations immediately probe detractor responses, asking what specific experience frustrated them, which competitor they're considering, and what resolution would change their mind — producing actionable context instead of complaint scores.
- Dynamic conversations recognize promoter enthusiasm and ask for specific referral introductions, LinkedIn recommendations, and G2 reviews while their satisfaction is peak, converting loyalty into measurable growth actions.
- Adaptive conversations catch passive customers who mention competitive evaluation, probing deeper about what the alternative offers and what one improvement would make them a promoter instead of a switcher.
What should you ask after the NPS score?
The standard NPS follow-up is 'What's the primary reason for your score?' But this generic question treats all responses the same. Effective NPS follow-up adapts based on the score range. Ask detractors what specific experience drove their score and what would change their mind. Ask promoters what they love most and if they'd refer a colleague. Ask passives what one improvement would make them a promoter. This adaptive approach turns NPS from a reporting metric into actionable customer intelligence.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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