NPS Survey Email Examples
Last updated: September 25, 2026
These NPS survey email examples ask customers a single question: how likely they are to recommend your store to a friend, on a scale from 0 to 10. You will find post-purchase surveys, one-time reminders, follow-ups for promoters, passives and detractors, and scheduled relationship surveys. Each comes with an NPS email subject line, preview text, full body copy and the right moment to send it.
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Post-Purchase NPS Survey Emails
Sent after an order has arrived and been used, so the score reflects the product and delivery rather than checkout alone. Keep the ask to a single click.
Classic One-Question Survey
Subject:
How likely are you to recommend us?
Preview:
One question, one click. Your answer goes straight to our team.
Hi [first name], Your order arrived [number] days ago, which is long enough to form an opinion. On a scale from 0 to 10, how likely are you to recommend [Store name] to a friend? 0 means not at all likely, and 10 means extremely likely. Click a number below and your score is recorded. If you want to tell us why, there is an optional comment box on the next page. [Choose Your Score From 0 to 10] Thank you, [Store name]
Send 10 to 14 days after delivery for most products, or 21 to 30 days after for items that take longer to judge, like skincare or supplements.
First Order Survey
Subject:
Your first order: how did we do?
Preview:
You are new here, so your answer shows us what first-time customers really see.
Hi [first name], You recently placed your first order with us, and we would like to know how it went, from browsing the site to opening the box. One question: how likely are you to recommend [Store name] to a friend, on a scale from 0 to 10? If anything went wrong, such as a late delivery or a product that did not match its photos, please say so. First impressions are the ones we most need to get right. [Rate Your First Order] Best, [Store name]
Send 14 days after a customer's first order is delivered; exclude anyone with an open support ticket on that order until it is resolved.
Plain-Text Founder Survey
Subject:
Quick question from [founder name]
Preview:
I read every answer myself. It takes one click and no login.
Hi [first name], I am [founder name], and I started [Store name] in [where it started]. I have one question for you, and I read every answer myself: how likely are you to recommend us to a friend? Pick a number from 0 to 10. If you give us anything under 7, I would really like to know what went wrong. You can reply to this email and it comes straight to me. [Answer in One Click] Thanks for your time, [founder name] [Store name]
Send 14 days after delivery as a plain-text email from the founder's own address; it suits smaller stores where the founder really reads the replies.
NPS Survey Reminder Emails
Sent once to customers who did not answer the first survey. A single reminder with a fresh angle is enough; more than that starts to cost goodwill.
Gentle Survey Reminder
Subject:
Still have a second for us?
Preview:
The question from last week is still open. One click is all it takes.
Hi [first name], Last week we asked how likely you are to recommend [Store name] to a friend. We know inboxes are busy, so here it is again, just once. Choose any number from 0 to 10. There is no form to fill in unless you want to add a comment. Whatever you choose, it helps us decide what to fix and what to keep. [Give Your Score] Thanks, [Store name]
Send 4 to 5 days after the first survey to customers who have not responded, then stop; never send a second reminder for the same order.
Survey Closing Date Reminder
Subject:
Our customer survey closes on [date]
Preview:
If you want your score counted in this round, there is still time.
Hi [first name], Twice a year we ask our customers one question, and this round closes on [date]. How likely are you to recommend [Store name] to a friend or family member, from 0 to 10? After the survey closes, we share what we learned and what we plan to change, so your answer will not disappear into a spreadsheet. [Add My Score] With thanks, [Store name]
Send 2 days before a scheduled relationship survey closes, only to non-responders; skip this reminder for post-purchase surveys that stay open.
Product-Focused Survey Reminder
Subject:
Would you tell a friend about [product name]?
Preview:
Same question as before, asked about the item you actually bought.
Hi [first name], We asked you about [Store name] last week, but maybe the whole store is the wrong thing to ask about. Let us try again with something more concrete. You bought [product name]. If a friend asked where to get one, how likely is it that you would send them to us? 0 is not a chance, 10 is without hesitation. [Share Your Answer] Thank you, [Store name]
Send 5 days after the first survey to non-responders instead of a plain reminder, when you want to test a product-specific NPS subject line.
Score-Based NPS Follow-Up Emails
Sent right after a customer submits a score. Promoters, passives and detractors each need a different reply, and a quick one shows the survey was not a formality.
Promoter Review Request
Subject:
Thank you for the [score], [first name]
Preview:
Would you share that with other shoppers? A short review goes a long way.
Hi [first name], You just gave us a [score] out of 10, and the whole team saw it. Thank you. Could we ask one more small favor? A short review of [product name] helps people who are where you were before your first order: curious, but not sure yet. Two or three sentences are plenty. Say what you like, and what you would change. [Write a Quick Review] Gratefully, [Store name]
Trigger within an hour of a score of 9 or 10; send any referral offer a week later rather than asking for two favors at once.
Passive Improvement Question
Subject:
What would have made it a 10?
Preview:
You gave us a [score]. One honest sentence could shape what we fix next.
Hi [first name], Thanks for your score of [score]. It tells us we did a decent job, and that something held us back from a great one. We would really like to know what that something was. Was it the price, the delivery time, the packaging or the product itself? Reply to this email or use the short form below. Every answer goes to the person who can actually change it. [Tell Us What to Improve] Thanks, [Store name]
Trigger the day after a score of 7 or 8 arrives without a comment; skip it if the customer already explained their score.
Detractor Personal Outreach
Subject:
I am sorry we let you down
Preview:
I saw your score and want to make it right. Can you tell me what happened?
Hi [first name], My name is [team member name], and I look after customer experience at [Store name]. I saw your score of [score], and I am sorry we did not get it right. I would like to understand what happened and fix it if I can, whether that means a replacement, a refund or simply a better answer than you got before. You can reply to this email directly, or pick a time to talk using the link below. [Tell Me What Happened] Sincerely, [team member name] [Store name]
Send within one business day of a score from 0 to 6, from a named person on your team, and alert support so no one else contacts them first.
Relationship NPS Survey Emails
Sent on a schedule rather than after a single order, to track how repeat customers and subscribers feel about your store as a whole over time.
Twice-Yearly Customer Survey
Subject:
Six months on: would you still recommend us?
Preview:
We ask our regular customers this twice a year to see whether we are improving.
Hi [first name], You have ordered from us [number] times, so you know us better than most. Twice a year we ask our regular customers the same question, to see whether we are getting better or worse: how likely are you to recommend [Store name] to a friend, from 0 to 10? This is not about one order. Think about everything, from the products to delivery to how we handle problems. [Share Your Score] Thank you, [Store name]
Send every 6 months to customers with 2 or more orders in the last year, and exclude anyone who answered any survey in the last 90 days.
Subscriber Satisfaction Survey
Subject:
How is your subscription going, [first name]?
Preview:
Rate us from 0 to 10 and tell us what to change before your next box.
Hi [first name], You have been getting [product name] from us for a while now, and your next delivery is set for [date]. Before it ships, one question: how likely are you to recommend this subscription to a friend, from 0 to 10? If the answer is lower than you would like, tell us why. We can change the product mix, the delivery frequency or the day it ships, and we would rather do that now than lose you later. [Rate Your Subscription] Talk soon, [Store name]
Send after the third and twelfth renewals, 5 days before the next charge date, so there is time to act on a low score before billing.
Survey After Closing the Loop
Subject:
You asked, we changed [what changed]. Better now?
Preview:
What we fixed since the last survey, and the same question for you.
Hi [first name], The last time we asked for your score, the most common complaint was [the most common complaint]. Here is what we did about it: [the change, such as faster dispatch or new sizing]. It went live on [date]. Now we want to know if it made a difference. On the same 0 to 10 scale, how likely are you now to recommend us to a friend? [Rate Us Again] Thanks for keeping us honest, [Store name]
Send with your next scheduled survey, once you have shipped at least one change that customers asked for in the previous round.
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