Customer support / Free editable template

NPS closed-loop feedback template

An NPS score only helps if you act on it. This example plots a month of answers on the 0 to 10 scale, groups them into detractors, passives and promoters and works out the score. Underneath, each group has an inner-loop action with a deadline, and the outer loop turns the reasons into roadmap themes and a you said, we did message before the next survey.

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NPS closed-loop feedback example showing answers per score on the 0 to 10 scale, inner-loop actions for each group, the outer loop from themes to customer update
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Plot the answers

    Count answers for each score from 0 to 10 and work out the share of promoters and detractors.

  2. Set the inner loop

    Agree who follows up each group and how fast, such as a call to every detractor within 48 hours.

  3. Close the outer loop

    Tag every reason, rank the themes each month and tell customers what changed because of their answers.

Questions about this template

How do I add this month's survey results?

Edit the bar values on the 0 to 10 scale with your answer counts, then update the detractor, passive and promoter totals and the NPS sum.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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