Post-procedure NPS survey template for clinics
A satisfaction survey is not an after-sales decoration: it is a thermometer of what the patient felt and what they did not say in the chair. NPS (Net Promoter Score) sums it up in one simple question, and the open answers show where to improve. Used well, the survey catches a small problem before it becomes a bad review.
The template below is for internal use. It does not ask for testimonials, does not promise results and does not offer gifts for responding. For the reasoning behind metrics, read NPS in the facial harmonization clinic.
When should you use this template?
After the procedure or the review, at a time when the patient has already been able to notice the initial effect and has had the follow-up. Many clinics send it by WhatsApp or email a few days after the review, and once per treatment cycle, so as not to tire patients. Use the same template each period, so you can compare.
How do you adapt it?
- Keep it short. Five to eight questions. A long survey does not get answered.
- One question at a time on WhatsApp, or a short form.
- Use the patient's name and who treated them, so you know whose response it is.
- Make clear it is confidential and that the score does not change their care.
- Follow up with anyone who gave a low score, carefully and without embarrassing them. See dissatisfied patient: how to handle it.
- Do not trade a response for a discount or gift. That distorts the score and may run into your professional council's rules.
- Ask for a public review separately, only from those who showed satisfaction and in a permitted way. See responding to Google reviews.
How do you calculate NPS?
| Score on the recommendation question | Group |
|---|---|
| 9 to 10 | Promoters |
| 7 to 8 | Passives |
| 0 to 6 | Detractors |
NPS = percentage of promoters minus percentage of detractors. Passives count in the total but do not enter the subtraction.
Hypothetical example: in one month, 20 patients responded. Twelve gave 9 or 10, five gave 7 or 8 and three gave 6 or less. Promoters: 60%. Detractors: 15%. NPS = 60 minus 15 = 45. The number alone says little: the value lies in tracking the trend and reading the comments.
Post-procedure NPS survey template
What should you do with the responses?
Record the scores in a simple spreadsheet, with date, professional and reason, and look at it once a month. Separate what is a process problem (waiting, reception, instructions) from what is a clinical problem (concern about the result, complication), which should go to the professional and to the patient record. For what can or cannot be published, read what you may publish (CFO and CONAR) and LGPD in clinic marketing. To follow up with the patient after the survey, the WhatsApp scripts provide ready-made messages. Understand the basis for data processing in LGPD.
Frequently asked questions
What questions should you ask in an aesthetic clinic satisfaction survey?
A 0 to 10 recommendation question (the basis of NPS), an open question about the reason for the score, a few 1 to 5 questions about service, the professional's explanation, the environment and scheduling, and a field for the patient to request contact. Fewer questions increase the chance of a response.
How do you calculate the clinic's NPS?
Classify responses from 0 to 10: 9 to 10 are promoters, 7 to 8 are passives and 0 to 6 are detractors. NPS is the percentage of promoters minus the percentage of detractors, and ranges from minus 100 to plus 100.
Can I publish satisfaction survey responses as testimonials?
Not as a rule. The survey is for internal use. Publishing a patient's response as a testimonial or review requires specific authorization and compliance with the advertising rules of your professional council and CONAR (Brazil's advertising self-regulation council). See what you may publish.