NPS survey templatenext-gen AI insights

Adding demographic context to NPS scores reveals crucial patterns in customer satisfaction. For example, you might discover that customers working in a specific sector consistently give you higher scores than those in another, or that respondents in a younger age group have specific concerns that differ from older respondents. These insights help you tailor improvements to specific segments rather than making ineffective broad changes, and track improvements over time.

Instead of asking the same follow-up questions to everyone, our AI adapts based on each score. For instance, if someone responds with a '2', the AI might ask "What specific challenges have you encountered with our product?" While for a score of 9, it might ask "Which specific features or experiences created a positive experience?" This targeted approach helps you collect more relevant and actionable feedback.

The survey also includes an opportunity for the respondent to provide suggestions. If a customer mentions a specific improvement, the AI will dig into the specifics and motivations of the suggestion instead of going through a pre-programmed question set.

By linking NPS scores with customer demographics, you can pinpoint exactly where to make targeted improvements. Consider this scenario: your survey data shows that women aged 25-34 consistently rate your organization at 6/10, while other segments average 8/10. Diving into their feedback reveals specific, recurring pain points specific to that segment across key areas of their experience. Armed with these insights, you can prioritize improvements that directly address their concerns.

For B2B services, send the survey quarterly or after major product updates to track changes in satisfaction. For B2C companies, send it after significant customer interactions or purchases. For example, an e-commerce company might send it 2 weeks after delivery, while a SaaS company might survey quarterly to track ongoing satisfaction to a customer email list.

This NPS survey template emerged from a clear need: traditional surveys provided scores but lacked actionable insights. As Y Combinator-backed startup founders, we have created surveys for businesses of all sizes, and have identified three key limitations to address for NPS surveys:
‍
First, raw NPS scores alone didn't provide enough context for meaningful improvements. Second, standard surveys couldn't adapt to probe unexpected responses. Finally, without demographic data, organizations struggled to target their improvements effectively.
‍
We designed this template to overcome these challenges by combining NPS scoring with targeted follow-up questions and demographic data collection. The addition of AI analysis helps uncover patterns and insights that might otherwise go unnoticed.
The result is a survey that doesn't just measure satisfaction – it provides the specific, actionable insights needed to drive meaningful improvements.