Table of Contents
- What every one of these emails does
- The templates
- 1. The relationship check-in
- 2. After onboarding
- 3. After a support conversation closes
- 4. After delivery
- 5. After a project ends
- 6. The founder's plain-text note
- 7. The person who bought it, not the people who use it
- 8. The one reminder
- Which one to send
- What I'd cut from most NPS emails
- How to adapt these without breaking them
- Doing this with Testimonial
- Wrapping up
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AI summary
Eight ready-to-use NPS email templates cover different customer moments—relationship check‑in, onboarding, support resolution, delivery, project completion, founder note, buyer note, and a single reminder—each includes a clear subject line, a concise body asking the standard 0‑10 recommendation question, optional comment field, and a CTA button, plus guidance on adapting, what to omit, and how Testimonial’s platform supports sending and tracking them.
Title
NPS Survey Email Templates That Get Responses
Date
Oct 7, 2026
Description
NPS survey email templates for seven situations: relationship, onboarding, support, delivery, agency, founder and B2B buyer. Plus one reminder and what to cut.
Status
In progress
Current Column
In the queue
Person
Writer
Your NPS survey is built. The question is right, the buckets are set.
Now you need the email that gets someone to open it.
The draft in front of you starts with "Your opinion matters to us!" and you already know nobody will read past it.
Below are eight emails you can paste today: seven invitations, one per situation you're likely to send from, plus the one reminder worth sending. Each one says when to use it and what it gets you. After them: what to cut from the version you have now, and how to adapt these without breaking the score.
This page is only the front door. What happens after someone answers is the bigger decision, and it lives in NPS as a proof engine.
What every one of these emails does
Five things, and every template below keeps all five.
One question, quoted in full. "How likely are you to recommend [Company] to a friend or colleague?" Put the actual question in the email so they know what they're agreeing to. Keep the wording identical every time you send. Change it and this quarter's score stops being comparable with last quarter's.
A named person sends it. A first name, a role, and replies that reach a human. Not "The [Company] Team" with a reply address nobody reads. Part of this email's job is giving an unhappy customer someone to answer.
The size of the job, stated. One score, one optional sentence. Say exactly that. Don't promise "it takes ten seconds" unless you have timed it.
What happens to the answer. I think "I read every one of these" is the strongest line in any of these emails — and the most dangerous, because it's only true if you do.
No other ask. No review request, no testimonial request, no gift. More on why below.
The templates
These are templates with blanks, not quotes from anyone.
[Survey button] marks where your survey link or button goes.1. The relationship check-in
When: a customer has been with you a while and nothing in particular just happened. This is your baseline survey.
What it gets you: the number you'll compare against next time — which is why this one should stay boring and identical, send after send.
Subject:
[First name], one question about [Product] · or A 0–10 question from [Your name] at [Company]Hi [First name],
I'm [Your name], [your role] at [Company]. Every so often I ask every customer the same single question:
How likely are you to recommend [Product] to a friend or colleague?
It's a score from 0 to 10, plus one optional box if you want to say why. That's the whole survey.
[Survey button: Answer the question]
I read every answer myself, and I reply to the ones that tell me something is broken.
Thanks,
[Your name]
[Role], [Company]2. After onboarding
When: shortly after the customer reaches the first thing your product is actually for — first invoice sent, first campaign live, first page published. Not on day one. On day one they have an opinion about your signup form.
What it gets you: a read on onboarding while they still remember it, from someone who got far enough to judge.
Subject:
You [first milestone] — how's it going so far? · or Quick question now that [milestone] is doneHi [First name],
You [first milestone, e.g. "published your first page"] on [date]. Nice work.
Now that you've seen [Product] do the thing you signed up for, one question:
How likely are you to recommend [Product] to a friend or colleague?
Pick a number from 0 to 10. There's an optional box after it if you want to say why — that's the part that tells me what to fix for the next person who signs up.
[Survey button: Give a score]
[Your name]
[Company]3. After a support conversation closes
When: a ticket or chat has just been marked solved. You could send a satisfaction question here instead. If you send NPS, keep the question about the company, not the agent.
What it gets you: whether the fix changed how they feel about you, not only whether the ticket closed. The "reply if it isn't solved" line gives a broken fix a route back to a human today. They can still answer the survey either way.
Subject:
One question after your chat with [Agent name] · or [First name], about your request on [topic]Hi [First name],
[Agent name] marked your request about [topic] as solved on [date]. If it isn't actually solved, reply to this email and it goes straight back to [Agent name].
Either way, one question:
How likely are you to recommend [Company] to a friend or colleague?
A score from 0 to 10, plus an optional line on why.
[Survey button: Answer]
Thanks for your patience with [topic],
[Agent name]
[Company] support4. After delivery
When: for ecommerce and anything physical — the order has arrived and they have had it for a few days. Not at checkout. At checkout you're measuring the checkout.
What it gets you: a score about the thing in their hands.
Subject:
How's the [product name]? · or [First name], one question about your orderHi [First name],
Your [product name] arrived on [delivery date]. Hopefully it's been [in use / on your desk / in the kitchen] for a few days now.
One question:
How likely are you to recommend [Store name] to a friend?
It's one score from 0 to 10.
[Survey button: Rate us 0–10]
If something's wrong with the order, reply here instead — this comes to a person, not a form.
[Your name]
[Store name]5. After a project ends
When: for agencies, freelancers and consultancies — the final deliverable is handed over, before the next kickoff. Not while the last invoice is still open.
What it gets you: an honest read from a client who is no longer mid-project, and a reason to be in their inbox that isn't an invoice.
Subject:
Before we close out [project name] · or One last question on [project name]Hi [First name],
[Project name] is wrapped — [final deliverable] went live on [date]. Thank you for [one specific thing the client did, e.g. "turning feedback around within a day"].
Before I archive the project, one question:
How likely are you to recommend [Agency name] to a friend or colleague?
It's a score from 0 to 10. If there's one thing you'd have us do differently next time, the box after the score is the place for it.
[Survey button: Answer one question]
[Your name]
[Agency name]6. The founder's plain-text note
When: you still know most of your customers by name, and the email should look like you typed it — because you did.
What it gets you: replies. People answer a person. It also works with no survey tool at all: they reply with a number, and you tally the replies in a sheet.
Subject:
quick question · or [First name] — 0 to 10?Hi [First name],
[Your name] here — I run [Company].
One question, and you can just reply with a number:
How likely are you to recommend [Company] to a friend or colleague, from 0 to 10?
If you add a sentence on why, I'll read it today.
[Your name]No button on this one. If you would rather collect answers in a survey tool, swap the "just reply with a number" line for your link. If you keep it reply-only, read the replies the same day you send it — that's the promise the email makes.
7. The person who bought it, not the people who use it
When: B2B accounts where the buyer or champion rarely logs in. Send it separately from the survey your users get.
What it gets you: whether the person who decides the renewal would recommend you. That can be a different answer from the one the daily users give, and you want to know before the renewal call rather than on it.
Subject:
[Company] at [Their company] — one question for you · or A question for you, not the teamHi [First name],
Your team has been on [Product] since [month and year]. I've been asking the people who use it every day how it's going. You're the one who chose it, so I'd like your answer too:
How likely are you to recommend [Product] to a friend or colleague?
A score from 0 to 10, and an optional line on why.
[Survey button: Give your score]
If a call would be easier than a form, reply and I'll find twenty minutes.
[Your name]
[Role], [Company]8. The one reminder
When: once, a few days after the first email, only to people who haven't answered. Then stop.
What it gets you: the people who meant to answer and lost the email under everything else. I wouldn't send a second reminder. Someone who ignored two emails has answered you, just not with a number.
Subject:
[Original subject] (one more time) · or Still just one questionDon't fake a reply thread with "Re:" in the subject. It gets the open and costs the trust.
Hi [First name],
Bumping this once in case it got buried. Same single question:
How likely are you to recommend [Product] to a friend or colleague?
[Survey button: Answer from 0 to 10]
If now's not a good time, no need to reply. I won't send another.
[Your name]Which one to send
You are… | Send |
Running the regular survey across your whole customer base | 1 · then 8 |
Checking how onboarding went | 2 |
Following up a solved support ticket | 3 |
Selling physical products | 4 |
Running client projects | 5 |
Small enough to know customers by name | 6 |
Selling to companies where the buyer isn't a user | 7 alongside 1 |
If two rows fit, pick the one closer to a specific moment. A survey that names what just happened gets read as being about that.
What I'd cut from most NPS emails
"Your opinion matters to us." Every survey email says it, so it says nothing. Replace it with who reads the answers.
A different question on the same 0–10 scale. "How well did we meet your expectations?" is a perfectly good question. It's a satisfaction question. Ask it if you want it — just don't call the result NPS, and don't put it in the same chart. Once answers come in, how to calculate NPS covers the arithmetic and why the score alone hides the mix.
The review or testimonial ask in the same email. It tells the reader which score you're hoping for, and it doubles the job. Ask for proof after the score, and only from the people who gave a 9 or 10 — that's the order in how testimonials work end to end. The email for that moment is a different email, and there are email templates for asking already.
A gift for answering. I'd skip it. You want the score from people who care enough to give one, not from people collecting a coupon.
The twelve-question survey behind the button. If the button opens twelve questions, the email lied. Keep the survey to the score and one optional "why".
A reply that goes nowhere. If the email comes from noreply@ and replies bounce or sit unread, the unhappy customer has nobody to answer. Covered above, and the cheapest fix on this list.
How to adapt these without breaking them
Leave the question line alone. If you must change the wording, change it once, write down the date, and don't compare scores across that date.
Shorten from the top. If an email feels long, cut the context sentence first. Cut the "what happens to your answer" line last.
Only keep the promises you'll keep. "I reply to the ones that tell me something is broken" is in template 1 because it's the line that earns the answer. If nobody will reply, delete it. A promise you break once makes the next survey easier to ignore.
Personal details only from your own records. A milestone, a project name, a delivery date — only if you're sure it's right. A wrong date in a "we noticed you…" line reads worse than no date.
The follow-up question belongs on the survey, not in the email. Which follow-up to ask, and whether a promoter and a detractor should get the same one, is its own decision. The email's only job is to get the score.
Match the sender to the relationship. The founder note from a founder. The project note from whoever ran the project. The buyer note from whoever owns the account. The template is less important than the name at the bottom of it.
Doing this with Testimonial
Everything above works in Gmail and a spreadsheet. If you've got a few dozen customers, paste template 6, tally the replies, and you're done. You don't need us for that.
Where NPS with auto-routing earns its place is what happens after the email — but the email itself maps straight across. As of October 2026, per the help centre:
- The "NPS invitation" email is editable: sender name, subject line, body text and CTA button colour.
- It supports the placeholders
{{recipientName}},{{senderName}}and{{surveyName}}. In the templates above,[First name]becomes{{recipientName}}and[Your name]becomes{{senderName}}.
- A CTA button and a unique survey link are appended automatically, so delete the
[Survey button]line when you paste.
- The default subject is
{{senderName}} wants your quick feedback. Swap in one of the subject lines above if you prefer.
- Recipients are added one at a time by name and email, or with "Import from testimonials", which pulls in people who already submitted a testimonial in that Space.
- "Send a reminder to recipients who haven't replied" is a checkbox. Template 8 is the text for it.
After the score, each bucket gets its own next step: a promoter can get a testimonial request or a case-study invite with their name and email already filled — the case-study side is in our guide to customer case studies.
NPS is on the Ultimate + plan, $95 a month per space. Details on pricing.
Where it breaks, including for us. Four things to know before you pick it for the send:
- The score isn't clickable inside the email. The invitation is a button that opens the survey, not eleven numbers in the message body. If one-click-from-the-inbox is the thing you care about most, send from an email tool that renders the scale inline.
- Per the help centre, a survey opened from an email link starts with a short screen asking for name and email before the score. That's one more screen than the reply-with-a-number note in template 6.
- Check where replies land. The help centre lists sender name, subject, body and button colour as the invitation's editable fields; it lists a Reply-To setting for the detractor follow-up (which goes out from noreply@testimonial.to, replies defaulting to your account email) but not for the invitation. Templates 3, 4, 6 and 7 all say "reply to this" — send yourself a test invite and reply to it before you use one of those.
- Editing the email template later changes future invitations, not ones already sent. Get the wording right before you import the list.
Wrapping up
That's seven NPS invitation emails, one reminder, and the five things every one of them keeps.
Stuck between two subject lines? Reply with both and I'll tell you which one I'd send.
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