Feedback & Surveys Templates

SaaS NPS & Feedback Email Templates

The customers who respond to your surveys are the ones who care enough to stay.

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NPS surveys are simple - one question, one score. But the insights they unlock are powerful. These templates collect the score, follow up based on the response, and turn feedback into action.

Ready-to-Use Templates

Copy these templates and customize them for your needs. Each includes HTML and plain text versions.

NPS SurveyDetractor Follow-UpPromoter Thank YouFeature Feedback RequestPassive Follow-UpPost-Onboarding Check-InPost-Support SatisfactionNPS Score Improvement UpdatePromoter Referral AskAnnual Satisfaction SurveyNPS Survey ReminderQuarterly NPS Results Share
NPS Survey
Core NPS question - how likely to recommend
Quarterly or milestone-based NPS measurement
Subject Line

Quick question about {{productName}}, {{firstName}}

Preview Text

One click, takes 10 seconds.

Personalization Variables:
{{productName}}{{firstName}}{{surveyUrl}}{{companyAddress}}
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Detractor Follow-Up
Follow up with customers who scored 0-6
Saving at-risk detractor customers
Subject Line

We hear you, {{firstName}} - how can we do better?

Preview Text

Your feedback matters to us.

Personalization Variables:
{{productName}}{{firstName}}{{recentImprovement}}{{senderName}}{{senderTitle}}{{companyAddress}}
Email Preview
Promoter Thank You
Thank promoters (9-10) and ask for a review
Converting promoters into public advocates
Subject Line

Thanks for the love, {{firstName}} - one more thing?

Preview Text

Would you share that feedback publicly?

Personalization Variables:
{{productName}}{{firstName}}{{reviewPlatform}}{{reviewUrl}}{{companyAddress}}
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Feature Feedback Request
Targeted feedback on a specific feature or workflow
Targeted feedback for product development
Subject Line

How's {{featureName}} working for you?

Preview Text

2-minute survey about your experience.

Personalization Variables:
{{productName}}{{firstName}}{{featureName}}{{senderName}}{{companyAddress}}
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Passive Follow-Up
Follow up with passives (7-8) to understand what's holding them back
Converting passives into promoters with targeted improvements
Subject Line

What would make {{productName}} a 10 for you?

Preview Text

You're close to loving us. Help us get there.

Personalization Variables:
{{productName}}{{firstName}}{{senderName}}{{senderTitle}}{{companyAddress}}
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Post-Onboarding Check-In
Gather feedback after the first 30 days of product usage
Early satisfaction measurement and onboarding gap detection
Subject Line

Your first month with {{productName}} - how's it going?

Preview Text

Quick check-in after 30 days.

Personalization Variables:
{{productName}}{{firstName}}{{senderName}}{{companyAddress}}
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Post-Support Satisfaction
Measure satisfaction after a support ticket is resolved
Tracking support quality and identifying training gaps
Subject Line

How did we handle your request, {{firstName}}?

Preview Text

Rate your support experience.

Personalization Variables:
{{productName}}{{firstName}}{{ticketSubject}}{{feedbackUrl}}{{companyAddress}}
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NPS Score Improvement Update
Tell detractors you fixed the thing they complained about
Closing the feedback loop and recovering detractors
Subject Line

{{firstName}}, we fixed it

Preview Text

You asked, we built it.

Personalization Variables:
{{productName}}{{firstName}}{{feedbackSummary}}{{improvementDetails}}{{featureUrl}}{{senderName}}{{companyAddress}}
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Promoter Referral Ask
Ask promoters to refer a colleague after they leave a review
Turning promoters into a referral channel
Subject Line

Know someone who'd love {{productName}}?

Preview Text

Share the love - and earn a reward.

Personalization Variables:
{{productName}}{{firstName}}{{npsScore}}{{painPoint}}{{referralOffer}}{{referrerReward}}{{referralUrl}}{{companyAddress}}
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Annual Satisfaction Survey
Comprehensive yearly check-in for long-term customers
Annual roadmap planning and long-term customer retention
Subject Line

{{firstName}}, your year with {{productName}} in review

Preview Text

Help us plan what we build next year.

Personalization Variables:
{{productName}}{{firstName}}{{customerTenure}}{{surveyUrl}}{{surveyIncentive}}{{companyAddress}}
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NPS Survey Reminder
Nudge customers who didn't respond to the first NPS survey
Boosting NPS survey response rates
Subject Line

Still want your opinion, {{firstName}}

Preview Text

One click. That's all it takes.

Personalization Variables:
{{productName}}{{firstName}}{{surveyUrl}}{{companyAddress}}
Email Preview
Quarterly NPS Results Share
Share NPS results and what you're doing about them with customers
Building trust by showing customers their feedback leads to action
Subject Line

What you told us - and what we're doing about it

Preview Text

Your feedback in action.

Personalization Variables:
{{productName}}{{firstName}}{{totalResponses}}{{positiveThemes}}{{negativeThemes}}{{shippedImprovements}}{{upcomingPlans}}{{companyAddress}}
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Best Practices

Keep surveys to one question. Response rates drop with every additional question.

Follow up differently based on the score - detractors need help, promoters need a channel.

Send from a real person and make replies easy (no survey links for open-ended feedback).

Wait 90 days between NPS surveys to avoid survey fatigue.

Common Mistakes

Sending NPS surveys too frequently - quarterly is the maximum.

Not following up on responses - collecting data without acting on it wastes trust.

Using the NPS score alone without the qualitative follow-up.

Surveying customers during known issues or outages.

Subject Line Examples

Timing & Performance

Best Days
Tuesday, Wednesday, Thursday
Best Times
9:00 AM, 2:00 PM
Open Rate
25-35%
Click Rate
3-5%

Personalization Tips

One Question Gets More Answers

NPS works because it's one question with one click. The moment you add a second question, response rates drop by half. Collect the score first, then follow up with the qualitative question separately.

Detractors Are a Gift

Customers who give low scores and explain why are giving you a roadmap. Every piece of critical feedback is a product improvement waiting to happen. Follow up personally within 48 hours.

Turn Promoters Into Advocates

A customer who scores 9-10 is your most powerful marketing channel. Don't waste the moment - ask for a public review, a testimonial, or a referral while the positive feeling is fresh.

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Frequently Asked Questions

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