Build it well
Customer experience
Customer service NPS form template
A practical starting point for connecting an NPS-style score to the service interaction that shaped it. Capture support interaction, recommendation score, reason for score, resolution status, contact permission, then give the team a clear next action.
customer service NPS form templatecustomer experience formcustomer service NPS form template example
Best for
support teams, customer success, service leaders
- 1Support interaction
- 2Recommendation score
- 3Reason for score
- 4Resolution status
- 5Contact permission
Ways to use this template
- ticket follow-up
- service reviews
- support quality programs
What to include
A strong template is more than a list of questions. It should capture the right data, make the next step obvious, and keep the response clean enough to analyze or route.
1
Support interaction
Support interaction gives the team the context needed for connecting an NPS-style score to the service interaction that shaped it, so the response can move to the next owner without guesswork.
2
Recommendation score
Recommendation score gives the team the context needed for connecting an NPS-style score to the service interaction that shaped it, so the response can move to the next owner without guesswork.
3
Reason for score
Reason for score gives the team the context needed for connecting an NPS-style score to the service interaction that shaped it, so the response can move to the next owner without guesswork.
4
Resolution status
Resolution status gives the team the context needed for connecting an NPS-style score to the service interaction that shaped it, so the response can move to the next owner without guesswork.
5
Contact permission
Contact permission gives the team the context needed for connecting an NPS-style score to the service interaction that shaped it, so the response can move to the next owner without guesswork.
alert owners to detractor responses
compare scores by support channel
close the loop with opted-in customers
Pair this template with the right feature
The template gives you the starting structure. The related product capability helps turn submitted answers into a working response workflow.
Connect the workflow
What should a customer service nps form include?
Start with support interaction, recommendation score, and reason for score; add resolution status and contact permission when they change the next action.
How can teams route customer service nps responses?
Use the response context to alert owners to detractor responses, then keep compare scores by support channel and close the loop with opted-in customers visible to the owner.
Can this customer service nps form use conditional logic?
Yes. Show optional questions only when they matter, and explain the next step so connecting an NPS-style score to the service interaction that shaped it continues after submission.
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