Customer Onboarding
NPS Survey + Follow-Up Templates(Free Download)
The NPS survey message plus the part most teams skip — a detractor call script, passive nurture touch, promoter referral and review ask, and a score-to-action mapping.
Template preview
Onboarding checklist
What's included
The survey message, a detractor call script, a passive nurture touch, promoter referral and review asks, and a score-to-action mapping that converts every response band into a CRM task.
survey Templates2
follow Up Scripts3
score Bands3
automation Rules3
survey Moments3
Template specs
Difficulty
Beginner
Setup time1 hour
Best for1–50 seats
IndustryUniversal
Plan required
Free
Updated 2026-08-07
No credit card · Free forever
An NPS pack built around the follow-up rather than the score: the survey message itself, then a defined action for every response band. Detractors get a call within 48 hours using the included script; passives get a low-pressure nurture touch; promoters get a referral or review ask while their enthusiasm is on record. A one-page score-to-action mapping turns each response into a CRM task automatically, so the survey feeds your pipeline and retention work instead of a dashboard nobody opens.
The Problem This Solves
Most teams that run NPS collect the score and do nothing with it: detractors churn unspoken to, promoters are never asked for the referral they would happily give, and the number gets reported in a meeting once a quarter. The survey creates expectation — asking for feedback and then going silent is worse than not asking.
Who It's For
Customer success teams, account managers, and founders at SaaS companies, agencies, and service businesses who want the survey to drive action — typically 1–50 seats.
Use Cases
- Send a short NPS survey by email or WhatsApp at the right lifecycle moments
- Call every detractor within 48 hours using a script that opens honestly
- Nurture passives with one useful touch instead of ignoring the middle band
- Convert promoters into referrals and public reviews while the score is fresh
- Auto-create a CRM task per response band so no score goes unactioned
How to Use This Template
- 1
Pick your survey moments — post-onboarding, post-support-resolution, and a recurring quarterly send
- 2
Adapt the survey message: one question, one tap to answer, one optional comment box
- 3
Set the score-to-action mapping as CRM automation rules that create tasks per band
- 4
Brief whoever owns detractor calls on the script — listen first, fix second, never argue
- 5
Send the promoter referral or review ask within 48 hours of a 9 or 10
- 6
Review the response log monthly: scores by segment, actions taken, outcomes
Inside the template: sample data
The exact rows that ship with the NPS Survey + Follow-Up Templates download — replace them with your own records after import.
| Score band | Action | Timing | Owner |
|---|---|---|---|
| 0–6 (Detractor) | Personal call using the script; log root cause | Within 48 hours | Account owner |
| 7–8 (Passive) | One useful nurture touch — tip, feature, or check-in | Within 1 week | CS / account manager |
| 9–10 (Promoter) | Referral or public review ask | Within 48 hours | Account owner |
| No response | One reminder, then close the loop quietly | Day 5 | Automated |
| Any + comment | Reply to the comment personally before any template | Within 24 hours | Account owner |
Frequently Asked Questions
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