Template · 4 min read

How to Write a Customer Satisfaction & NPS Brief (Free Template)

A ready-to-use customer satisfaction & nps brief template for India: background, objectives, audience, geography, timeline, budget and deliverables.

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Quick answer

A good customer satisfaction & nps brief covers background, the business decision, research objectives, target audience, cities, timeline, budget range and expected deliverables. It fits on a single page.

At a glance

Guide type: Template · 4 minute read
Method covered: Customer Satisfaction & NPS
Research family: Quantitative research
Typical timeline: 3–5 weeks for a benchmark study; continuous once the programme is live
Typical sample: 200+ responses per segment you will act on, with the response rate reported alongside
Written for: Anyone writing a research brief · Procurement issuing an RFP · Agencies helping a client brief

Key takeaways

One page is enough
State the decision, not just the questions
Share a budget range for realistic proposals
Include what you already know

Reader intent

Who this guide is for

Three readers arrive here with different problems. Each should be able to act on this page without reading all of it.

Anyone writing a research brief
A structure for a customer satisfaction & nps brief that gets comparable proposals back instead of three different studies.
Procurement issuing an RFP
The scope lines that must be specified if quotes are to be compared like for like.
Agencies helping a client brief
The questions to ask before writing a proposal against a vague objective.

Brief template

Copy this structure into your brief:

Background: the business context
Decision: what will you do differently based on the results?
Objectives: 3–5 research questions
Audience: who, and how they are defined
Geography: cities, tiers and rural coverage
Timeline: when you need results
Budget range
Deliverables: e.g. nps dashboard, driver analysis, action plans

Tips

Share existing data, and say which stakeholders will use the results.

How Market Research India can help

Market Research India designs and runs customer satisfaction & nps projects across 50 Indian cities and 30 industries. A senior research director leads every study, and our own supervised teams handle the fieldwork. You get clear recommendations, not just data tables.

Share your objective and we will send a scoped, fixed-fee proposal within 24 hours, with a recommended method, sample and timeline.

What goes wrong

Common mistakes in customer satisfaction & nps

Most disappointing customer satisfaction & nps studies fail for reasons that were visible in the design, not in the fieldwork. These are the ones we see most often, and what to do instead.

01
Surveying only the customers you can reach
Contactable, recent and happy customers answer first. If the sample is not drawn from the full base, the score flatters the business.
02
A score with no drivers
An NPS number on its own gives you the temperature, not the cause. Five to seven driver questions turn it into an action list.
03
Making the score a frontline incentive
The moment pay depends on it, staff coach customers at the point of asking and the measure stops describing reality.
04
No closed loop
Customers who raise an issue and hear nothing stop responding. Route detractors to a named owner within 48 hours.
05
Significance claimed on thin bases
A gap between two sub-groups of forty respondents is rarely real. Agree the minimum reportable base before field and grey out everything below it in the tables.
06
A questionnaire nobody piloted
Routing errors, ambiguous scales and a 35-minute runtime are cheap to find in a 30-interview pilot and expensive to find in the full dataset.

Run through this before sign-off

Your checklist before you brief anyone

A working sequence for a customer satisfaction & nps project. Most of it costs nothing, and it saves the two weeks a re-field would take.

1
Draw the sample from the full customer base, not from the list that is easiest to reach.
2
Ask at a consistent point in the journey so the numbers stay comparable over time.
3
Add five to seven driver questions and one open verbatim to every survey.
4
Route detractors to a named owner within 48 hours and record the resolution.
5
Report drivers and response rate beside the score, every time.
6
Publish the sample design, response rate and weighting scheme alongside the numbers.
7
Agree in writing who acts on each finding, and by when, before the debrief ends.

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Answers

Frequently asked questions

The questions buyers ask us most often before they commission customer satisfaction & nps.

Can you help write the brief?

Yes. Book a short call and we'll shape the brief with you.

From guide to project

Where customer satisfaction & nps actually gets commissioned

If this guide has settled the method, these are the pages worth opening next: the service itself, and the markets where customer satisfaction & nps is most often run for our clients.

Keep exploring

How to Write a Customer Satisfaction & NPS Brief (Free Template)

Who this guide is for

Brief template

Tips

How Market Research India can help

Common mistakes in customer satisfaction & nps

Your checklist before you brief anyone

Frequently asked questions

Where customer satisfaction & nps actually gets commissioned

More reading on customer satisfaction & nps

More on customer satisfaction & nps

Other template articles

Customer Satisfaction & NPS city by city

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