NPS & Loyalty
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Consumer Packaged Goods
What is this template and why does it matter?
It measures likelihood to recommend a brand and repurchase intent, tracked against retail channel and SKU. It matters because loyalty in CPG has to survive being sold next to a cheaper alternative on the same shelf.
What questions should I ask?
The core 0–10 recommendation question, an open-text reason, and a repurchase-likelihood question tied to the channel where they usually buy.
How many questions should it have?
2–4.
When / how often should you send it?
Periodically, timed to the natural repurchase cycle for the category.
What does a strong result look like?
A trend that holds up across retail channels and SKUs, not just an overall average. Corvane segments by channel and SKU automatically.
Use these questions as a starting point for your research.
Q
On a scale of 0–10, how likely are you to recommend [Brand] to a friend?
Q
What's the main reason for your score?
Q
How likely are you to buy [Brand] again next time you shop this category?
Start with this research template and customize it for your study.
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