Customer Feedback & NPS Script

Scripts for collecting feedback without annoying customers. Use the variants as-is, edit the placeholders, or download the editable Word doc.

Format

Editable Word .docx

Length

6 variants · copy-paste

Price

100% free

Setup

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Support

Post-purchase NPS

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when post-purchase nps follows a real customer win. Do not ask before value has been delivered.

Download free template

6 ready-to-use variants

1. Post-purchase NPS 2. Support ticket CSAT 3. Churn-risk feedback 4. Feature request capture 5. Negative review recovery 6. Testimonial request

1

Post-purchase NPS

When to use: Use this when the customer situation is post-purchase nps and the reply needs to be specific, calm, and useful.

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when post-purchase nps follows a real customer win. Do not ask before value has been delivered.

2

Support ticket CSAT

When to use: Use this when the customer situation is support ticket csat and the reply needs to be specific, calm, and useful.

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when support ticket csat follows a real customer win. Do not ask before value has been delivered.

3

Churn-risk feedback

When to use: Use this when the customer situation is churn-risk feedback and the reply needs to be specific, calm, and useful.

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when churn-risk feedback follows a real customer win. Do not ask before value has been delivered.

4

Feature request capture

When to use: Use this when the customer situation is feature request capture and the reply needs to be specific, calm, and useful.

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when feature request capture follows a real customer win. Do not ask before value has been delivered.

5

Negative review recovery

When to use: Use this when the customer situation is negative review recovery and the reply needs to be specific, calm, and useful.

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when negative review recovery follows a real customer win. Do not ask before value has been delivered.

6

Testimonial request

When to use: Use this when the customer situation is testimonial request and the reply needs to be specific, calm, and useful.

Message

Hi customer name, quick question. You recently worked with us on specific detail, and I want to make sure the result matched what you needed.

Would you be willing to share one sentence about the experience, leave a short review, or introduce us to someone who has a similar problem?

If yes, the easiest next step is next step. Thank you either way. Your feedback helps us improve the service for the next customer.

Follow-up rule

If the customer does not reply, do not chase more than once. A referral ask should feel like a small favor, not a debt.

Internal note

Use this only when testimonial request follows a real customer win. Do not ask before value has been delivered.

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How to use this template

1
Pick the closest variant. Choose based on the situation, not only the channel.
2
Replace every placeholder. If you cannot fill a field, ask one clarifying question first.
3
Save the final version into sem.chat, your CRM, or your help desk so the team stays consistent.
4
Review results weekly. Drop variants that create confusion and improve the ones that work.

Frequently asked questions

Can I use these templates commercially?

Yes. Copy, edit, and use them in your business, client work, CRM, help desk, or sem.chat workspace.

Why are there six variants?

One generic template rarely fits every situation. Six variants give your team practical choices without a messy library.

Should I paste these into sem.chat?

Yes. Save the best variants as canned replies, knowledge base entries, routing rules, or CRM notes so your AI agent and team stay consistent.

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