What does this NPS survey measure?

It measures customer loyalty on a 0–10 scale and classifies respondents as promoters, passives, or detractors, with a follow-up that explains the score.

How often should I run it?

Run a relationship NPS quarterly to track trend, and transactional NPS continuously after key interactions.

How long does the Customer Loyalty Survey take to complete?

It has 5 questions and typically takes a couple of minutes, keeping completion rates high.

Customer Experience

Customer Loyalty Survey Template

Gauge long-term loyalty, repeat intent, and emotional connection.

5 questions ~3 min to complete NPS

What this survey is for

Identify your most loyal segments and what drives retention.

Example questions

1
How likely are you to keep choosing us over alternatives?
NPS
2
I feel a strong connection to this brand.
Opinion scale
3
How long have you been a customer?
Single choice
4
What keeps you coming back?
Multiple choice
5
What would make you even more loyal to us?
Open text

Send the customer loyalty survey at the moment it's most relevant to the respondent.
Keep it short — every extra question lowers completion.
Always include at least one open-text question so AI can surface themes.
Segment responses by audience and touchpoint to find what to fix first.
Close the loop with respondents when you act on their feedback.