BusinessNPS survey script
NPS phone survey script: the 0-10 question in fixed words, the 'why' follow-up, promoter and detractor branches
Pricefrom $12
Satisfaction survey scriptPhone Surveys
Payment protectionDetails
- Revisions within the package are free.
- If you do not respond within 3 days of delivery, the work is accepted automatically.
The money is reserved when you pay and released only once you accept the work.
Example result
Example for the Standard package
Call script: inviting past customers of a window cleaning firm back for spring
Scenario 1: a past customer answers
Opening. "Hi, is this Mark? It's Anna from Clearview Window Care. We cleaned your windows last April. Have you got a minute?"
- Yes → go to The reason for the call.
- "Not now" → "Of course. When is better, today after five or tomorrow morning?" Note the time and end the call politely.
- "Who?" → "Clearview, the window cleaners. We did your house on Elm Road last spring." Then The reason for the call.
The reason for the call. "We're planning the spring rounds on your street for the week of April 14. Past customers get first pick of the days. Would you like us to book you in?"
| Answer | What to say next |
|---|---|
| "Yes" | "Great. Is it the same as last time, outside only, or inside too?" → Booking |
| "How much is it?" | "Last time it was the outside of a two-storey house. That's $120 this season." → Booking |
| "We're not sure yet" | "No problem. I can hold a day for you until Friday with nothing to pay. Shall I?" |
| "We use someone else now" | Go to objection 7. |
Objections (3 of 15)
4. "It's too expensive." "I understand. Most customers on your street book outside only, and that keeps it at $120. If you book with a neighbour on the same day, you both get $15 off. Would that help?"
7. "We found someone cheaper." "That's fair, thanks for telling me. If anything changes, we're still doing your street on April 14. Can I send you a text with our number, just in case?"
11. "Call me in the summer." "Sure. Shall I put you down for a call in the first week of June? The summer rounds book up fast."
Voicemail
"Hi Mark, it's Anna from Clearview Window Care. We're cleaning on your street the week of April 14, and past customers get first pick of the days. Call or text us back on this number. Thanks!"
Files: Word and PDF. The prices, discount and dates come from the client's brief: we write the script and never call anyone.
Client: Clearview Window Care, a window cleaning firm with 4 crews in one city. Task: a script for calling customers who booked last year but not this year, to offer the spring clean. Standard package: 3 scenarios, 15 objections, a voicemail and a follow-up text. Excerpt below.
The client and all details are made up.
About this service
A satisfaction call only gives useful answers if it is short, neutral and the same for everyone. This script gives your callers a clear introduction (who is calling, why and how long it takes), rating questions worded so they don't lead the customer, short follow-ups that find out the reason behind a low or high score, and a respectful close. Refusals and interruptions, like 'I'm busy', 'is this a sales call?' or a customer who starts complaining, get polite replies, with a step for passing a complaint on. The questions come from what you need to know, or we suggest them from your goals. You get a Word and PDF script. We write it only: we never call your customers or collect and analyse answers. Rules on calling customers and storing answers differ by country, so check the script against yours.
What is included
- What you getA Word and PDF script: each survey in your package with an introduction, rating and open questions in order, follow-up branches for low and high scores, a close and replies to the refusals in your package. From Standard, a voicemail message and a thank-you text or email after the call; in Premium, a one-page cheat sheet and a short training guide on asking questions neutrally, with practice in pairs.
- A short introductionWho, why and how many minutes it takes
- Neutral questionsRatings and open questions that don't lead
- Follow-ups on scoresFinding the reason behind a low or high score
- Polite refusalsBusy, suspicious or not interested
- Complaints passed onWhen a customer has a problem, not just an opinion
How it works
- 1BriefYou describe the customers, what you need to know and the scale
- 2ScriptWe write the introduction, questions, branches and replies
- 3DeliveryYou get the script in Word and PDF on the order page
- 4Your surveyYour staff call customers and you ask for changes within the package
What we need from you
Your business and which customers you will call (after a purchase, a delivery, a service visit, customers who left), what you want to learn, any questions or rating scales you already use, how long the call may take, what to do when a customer raises a complaint, phrases your rules require (for example about recording), and the language and tone. You may attach a current questionnaire, a past survey or notes as Word or PDF files or screenshots, up to 3 files. Please do not send customers' personal data.
We will ask you:
- Which customers will you call?
- What do you want to learn?
- How long can the call take?
- What happens if a customer complains?
Compare packages
| Packages | Basic1 survey, 5 refusals$12 | Standard3 surveys, 15 refusals$24 | Premium5 surveys, 30 refusals, training$45 |
|---|---|---|---|
| Deadline | 1 day | 2 days | 3 days |
| Revisions | 1 | 2 | 3 |
| Scenarios | 1 | 3 | 5 |
| Branches per scenario | up to 3 | up to 5 | up to 8 |
| Objections with answers | 5 | 15 | 30 |
| Voicemail and follow-up message | No | Yes | Yes |
| Cheat sheet and training guide | No | No | Yes |
| Survey | Customer satisfaction | Customer satisfaction | Customer satisfaction |
| Order Basic | Order Standard | Order Premium |
Payment protection
You pay when you order, but the money is released only for accepted work.
- Fixed priceThe package price does not change after you pay.
- The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
- Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
- Free revisionsAsk for changes within your brief as many times as the package allows.
- Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
- Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
Questions and answers
Will you call our customers and collect answers?
No. We write the script; your staff make the calls and record the answers in your own form or system.
Can you suggest the questions?
Yes. Tell us what you want to learn and we propose short, neutral questions; you approve them before the calls start.
Will you analyse the results?
No, this order is the script only. In Premium the training guide explains how to note answers consistently so they are easier to compare.
Can the call end with an offer?
We keep the survey and any sales offer clearly apart, so customers are not misled. If you want an offer at the end, say so and we add it after the questions, clearly marked as separate.
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