An NPS survey will assist you in measuring customer loyalty or, rather, determining who your loyal customers. It only asks this one question: “On a scale of 1-10, how likely are you to recommend our product/service to a friend?”
Sounds like you can just use any run-of-the-mill tool to administer this survey, huh?
Not exactly. To gather data, know what it can do for your business and develop actionable recommendations based on that data, you require something more focused.
In this guide, we explain NPS, 10 Best NPS software, and how you can utilize this measure to find out how satisfied and loyal your customers are. Most importantly, we direct you to the best NPS software tools so that you can pick the ideal one for your company.
What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is an instant and powerful measure of loyalty and satisfaction from customers. It’s all built around one simple question: “How likely would you be to recommend our product/service to your friend or colleague?”
Here’s how it works:
Ask customers to indicate on a scale of 0 (not at all likely) to 10 (extremely likely) how likely they are to recommend your business. On the basis of their response, you can segment the respondents into three groups:
Promoters (9-10): Positive and loyal customers who are likely to be brand ambassadors.
Passives (7-8): Customers who are neither highly satisfied nor dissatisfied.
Detractors (0-6): Dissatisfied customers who can damage your business with negative word-of-mouth.
What is NPS Software?
NPS Software makes it possible for businesses to keep in touch with their customers. The easiest way to explain it is to pose a simple question: “How likely are you to recommend our product or service to a friend?” Customers rate on a 0 to 10 scale. An NPS Software makes this easier for us to do.
These tools enable companies to know whether customers are satisfied and likely to recommend them. It’s a means by which companies can gauge how they’re performing and where they can improve further.
NPS tools assist in collecting and analyzing feedback through Net Promoter Score (NPS) surveys. The tools enable companies to easily gauge customer satisfaction and loyalty by simply asking one question in an NPS survey.
NPS survey tools usually streamline the survey process, gather customer feedback, and offer in-depth reports and analysis. Depending on their scores, they usually classify respondents into Promoters, Passives, and Detractors.
Certain top-rated NPS Software come with extra features such as customizable surveys, real-time feedback, and integration with other customer relationship management systems. These software enable companies to know their Net Promoter Score, know areas for improvement, and monitor changes in customer loyalty over time.
Types of NPS Software
Businesses have a couple of options when it comes to collecting NPS data. Each type of NPS survey tool has its benefits, so you need to choose the ideal one depending on what you need.
1. Self-Made NPS Tools
Self-made NPS tools are not specifically designed for taking NPS surveys but can be adapted to that purpose.
For example, generic email marketing software is widely used by businesses to send simple NPS surveys via email. Although these tools were not designed to manage NPS, they do offer primitive survey capabilities that can be leveraged to collect NPS data.
This kind of solution gives businesses the chance to use tools they are familiar with, even though these tools lack the advanced capabilities of dedicated NPS software.
2. NPS Add-Ons
NPS add-ons are additional capabilities or plugins that become integrated into your existing software systems, like CRM or customer service systems. They enable you to measure and capture NPS without the need for a separate tool.
They offer the advantage of seamless integration, so it’s easy to insert NPS surveys into your current process. It can be more efficient and economical than homebrew or specialist NPS tools as they leverage software you already use.
However, add-ons will have fewer options for settings than homebrew or specialist tools, and their effectiveness relies on the underlying software that they are bolted onto.
3. Dedicated NPS Tools
Dedicated NPS tools are purpose-built software specifically for NPS surveys. They have a full range of features designed specifically for gathering, analyzing, and responding to NPS data. They provide sophisticated features such as real-time collection of feedback, in-depth analytics, and automated sending of surveys.
In addition, they are easy to use and scalable and can process high amounts of feedback and evolve alongside your company. They are typically, however, pricier than home-made tools or add-ons and can take some time to master and use all their functions.
Why Do You Need an NPS Software to Gather Customer Feedback?
Having an NPS survey tool does more than simply automate your customer feedback cycle. Here’s why it’s so worth it:
Efficiency
NPS software eliminates the drudgery of the feedback process. Rather than having to manually create surveys, send them out, and gather responses, the software handles all this automatically.
Of course, automating this aspect of your feedback loop gives you back time to spend on what counts: analyzing feedback and improving.
Real-Time Insights
One of the greatest benefits of NPS software is getting real-time feedback. The moment a customer fills out a survey, their feedback is available instantly. This allows you to instantly detect problems and resolve them before they become a big deal.
Keep in mind that maximizing customer sentiment is about being proactive, not reactive, and that alone can be a tremendous customer satisfaction difference.
In-Depth Analysis
NPS software has a significant benefit in that it incorporates advanced analytics and reporting. The advanced analytics help to dive deep into the customer feedback, enabling you to segment data by multiple criteria, such as demographics or purchasing history.
Such an analysis assists you in identifying precise areas for improvement and monitoring the impact of changes over time.
Customization
Most NPS survey software allows you to customize surveys to suit your unique requirements. Whether you need to collect feedback on a new product, service, or customer experience, you can customize your surveys to that effect.
Customized surveys assist in ensuring you’re asking the right questions to receive the most relevant and actionable feedback.
Scalability
As your company expands, so does the amount of feedback. Great NPS tools scale seamlessly with your company and manage high volumes of data smoothly.
It’s made for companies of every size so that your feedback gathering process is always streamlined and productive regardless of how big your company gets.
Integration
NPS software can easily integrate with other tools in your technology stack, such as CRM systems, help desk software, and marketing platforms.
Integration means you can link feedback directly to customer profiles, which makes it easier to track and manage. For instance, if a customer leaves negative feedback, your CRM system can automatically alert your customer service team to follow up.
Improved Customer Engagement
Using NPS software shows customers that their feedback is valued. When customers see that you’re actively seeking their input and making improvements based on their suggestions, they’re more likely to feel valued and engaged.
This kind of engagement can lead to increased loyalty and positive word-of-mouth, both of which are important for business growth!
How to Select the Best NPS Software
Similar to any other tool in your arsenal, you require something that can do nearly all (if not all) of your research objectives flawlessly. Selecting the right NPS software can make a huge difference in how well you collect and utilize customer feedback.
So, here are some tips to guide you to the best fit for your company:
Define Your Goals and Needs
First, clarify what you want to accomplish with your NPS program. Are you attempting to improve customer satisfaction, identify areas to get better, or grow loyalty?
Having your specific goals in mind will help you determine which features you need to build NPS surveys.
Think About Your Budget
Your budget matters when choosing NPS software. Prices can range from about $25 per month for basic plans to $199 per month or more for advanced features. Decide how much you’re willing to spend and look for software that offers good value for your money.
But remember that the proverb “you get what you pay for” also holds true when it comes to NPS feedback tools. That being said, it’s likely not a good strategy to cut corners too much if you’re looking to gain a rich understanding of your customer experience.
Seek out Ease of Use
The software must be easy to use. Your staff should be able to learn it quickly without extensive training.
An easy, intuitive design allows you to begin gathering and analyzing feedback immediately.
Look for Scalability
As your company expands, so should your NPS software. Ensure the software can process increased feedback and add more features as your requirements evolve.
Scalability is critical to sustaining efficiency in the long term.
Customization Options
Quality NPS software should enable you to personalize your surveys to match your brand and individual requirements.
Seek software that enables you to create surveys, select various question types, and customize them for various customer segments.
Advanced Analytics and Reporting
In order to maximize the value of your NPS data, you require robust analytics and reporting capabilities. Seek software that offers deep analysis, such as trend analysis and segmentation.
Customizable reports are also crucial so you can concentrate on the metrics that are most important to your business.
Integration Capabilities
Your NPS platform should be easily integrable with other tools you employ, such as CRM applications, helpdesk software, and marketing platforms.
This integration will provide a seamless workflow and allow you to associate feedback directly to the customer profile so that it is simpler to follow and manage.
Data Security
Data security is not negotiable, particularly when dealing with sensitive customer feedback. Select NPS software that has robust security measures such as data encryption and secure access controls and aligns with data protection regulations.
Keep in mind that keeping your data secure generates trust among your customers and protects your business.
Support and Training
Quality customer support and training materials matter.
Seek out providers that provide assistance via tutorials, webinars, and active customer support to ensure that any issues can be resolved promptly and you can utilize all the features of the software.
10 Best NPS Software
1. FullSession
Survicate is an easy-to-use platform that can help you gather customer insights directly from your website visitors. It’s not data collection; it’s everything about why users are acting in a specific manner.
It has a list of features like targeted surveys, feedback widgets, and questionnaires that can be easily deployed on various pages of your website.
One of the most notable aspects of Survicate is its NPS functionality, which allows companies to design their own surveys for collecting Net Promoter Scores. This can assist in identifying customer loyalty and improvement areas based on explicit user feedback.
Key features:
- Targeted survey deployment
- Flexible NPS surveys
- Lean integrations with leading platforms
- Real-time response analysis
- Easy-to-use feedback widgets
Pros:
- Easy-to-use interface for simple setup and deployment of surveys
- Highly configurable survey settings for opinion capturing as desired
- In-tight integration with other data tools for worth enrichment of platforms
- Real-time reporting for immediate insights
Cons
- Though universal in application, it could fall short in some of the higher-end analytics capabilities of more niche products
- Pricing remains in rapid pace with other solutions and new functionality
- Primarily web-based, possibly limiting mobile-specific comment capability
2. SurveySparrow
SurveySparrow flips the traditional survey experience on its head with a chat-like interface that engages users in a more human-like manner. Its clean design mimics conversation, more interactive and enjoyable to answer.
It helps achieve higher response rates and richer insights into customers’ behavior and attitudes.
While NPS capability is involved, it allows you to create and send NPS surveys as a conversation rather than a questionnaire to gather honest, considered feedback. It’s designed to operate on any platform so that you can get to the customer no matter where they are—mobile, web, or even email.
Key features :
- Features of conversational survey design
- Multi-channel dispatching of surveys
- Real-time analysis
- Highly customizable templates
- Seamless integration into other business programs
Pros:
- User-friendly, intuitive design allows for increased response rates
- Strong platform implementation capabilities
- Simple integration features provide for enhanced capture and analysis of data
- In-depth analytics deliver real-time insight
Cons:
- New question-and-answer approach would be inappropriate for any kind of survey needs
- Some high-end functions would involve a steep learning curve
- Based on your requirements, pricing may play a role as more advanced features are incorporated
3. AskNicely
AskNicely is a customer feedback tool that stands out in real-time NPS tracking, and hence it is the best pick for companies that care to deliver great customer experience. AskNicely is meant to automate the feedback loop so that companies can collect and respond to customer insights promptly.
Key features:
- Automated real-time NPS tracking
- Smooth CRM integration
- Personalized follow-up workflows
- Simple dashboard for viewing insights
- Mobile app for feedback management on the go
Pros:
- Offers immediate feedback that enables companies to react to customers in a timely manner
- Extremely customizable to enable surveys to be representative of brand identity
- Robust CRM integrations enhance customer relationship management
- Mobile capability enables a flexible, responsive customer feedback approach
Cons:
- May be more costly than some other NPS tools, particularly for small businesses
- The NPS focus may reduce the scope for wider market research or other feedback types
- Takes some configuration to fully integrate and use all the features efficiently
4. CustomerGauge
CustomerGauge is not just designed to capture feedback but to connect it immediately to revenue increase, designed for businesses that have to understand how customer loyalty will impact their bottom line.
CustomerGauge enables you to automate NPS data collection and integrate that with financial metrics to monitor for clear correlation between customer satisfaction and revenue.
CustomerGauge stands out with its account experience feature where it gathers feedback based on account as opposed to one transaction. This is highly suitable for B2B businesses that are dealing with account relationships in the long term.
Key features:
- NPS integrated with financial metrics
- Monitoring of account experience for B2B relationships
- Automated collection and reporting of feedback
- Excellent analytics to predict churn and upsell
- Real-time capability for feedback
Pros:
- Directly relates customer feedback to revenue, with easy ROI on customer experience initiatives
- Tailor-made for B2B companies with account management focused features
- Full-fledged analytics for strategic decision-making
- Simplifies gathering feedback and taking action, saving resources and time
Cons:
- Feature set could overwhelm smaller companies or NPS newbies
- Monetary metric focus might not be ideal for every business segment
- It can be expensive on the higher side since it is loaded with high-end features
5. Qualtrics
Qualtrics is one of the best experience management tools because it’s a general-purpose platform that is capable of more than simply administering NPS surveys. It’s ideal for making customer, employee, product, and brand experience granular.
You can customize surveys fairly extensively so they fit your brand and your specific needs. And, Qualtrics has some reasonably advanced mobile app analytics tools, including predictive intelligence and statistics analysis, that can help you determine exactly what compels your customers.
Key features:
- Extremely flexible surveys
- Detailed analytics with forward-looking facts
- Strong integration with other business applications
- Ability to send surveys by several methods
- Real-time data gathering and insights
Pros:
- Flexible customization capabilities allow surveys that truly feel like they’re yours
- Strong analytics tools give you a clear picture of customer needs and behaviors
- Good integration capabilities make it easy to blend with your existing tech stack
- Can handle big, complex data collection tasks easily
Cons:
- There’s a bit of learning curve due to its complexity
- It’s a tad on the higher end, which might be a stretch for smaller businesses
- The number of features may be too much if you just want to run basic NPS surveys
6. Promoter.io
Promoter.io is specifically made for NPS surveys, and that’s why it’s a favorite among companies who are keen on tracking and understanding customer loyalty. It’s designed to simplify the process of collecting and analyzing NPS feedback so that companies can track customer sentiment over time easily.
This is a special tool that emphasizes simplicity and effectiveness. It makes it easy to gather feedback, so you can install it and forget about it until you need to review the results.
Promoter.io also includes follow-up management features with customers, which means that you’re not just gathering data but also acting on it to make actual changes.
Key features:
- Auto-blurring of sending NPS surveys
- Sophisticated analysis in order to feel the pulse of customer trends
- Follow-up attribute to call upon customers to make their voice heard
- Seamless integration with other business solutions to allow ease of data transfer
Pros:
- Exclusive NPS focus with precise tools and analysis
- Automates a majority of the workflow to reduce time and effort
- Facilitates quick conversion of feedback into real-time actionable inputs
- Ease of integration with systems in place ensures it becomes that much more important
Cons
- More NPS-oriented than typical market research or other forms of feedback gathering
- Can be more limited in terms of tailored features vs. more broadly applicable survey packages
- Can perhaps appear less flexible if you’re an across-the-board type of user
7. ZonkaFeedback
ZonkaFeedback is an NPS and customer feedback solution that enables you to gain control of how customers feel at multiple interaction points. Using ZonkaFeedback, you can customize your surveys, deliver them via several channels such as emails, in-store tablets, or websites, and receive the results in real time.
This is one of the top tools when it comes to becoming part of your customer’s journey and making it a breeze to capture feedback wherever your customer is engaging with your brand.
Additionally, the analytics dashboard makes it all easy since it provides you with all the data you require in order to identify trends and understand what works and what doesn’t.
Key features:
- Collecting feedback from several channels
- Heavily customizable survey designs
- Real-time insights with real-time analytics
- Seamless integration with other systems
- Automated follow-up alerts for feedback
Pros:
- Gives you a complete view of customer feelings at various touchpoints
- Allows you to maintain your surveys on-brand with numerous customization choices
- Improves data updates in real-time so that you can act promptly based on customer requirements
- Smoothly integrates with other business applications for ease of use
Cons:
- The set of features may be a tad overwhelming for smaller teams or those who are just beginning to use feedback management
- It becomes expensive if you opt for higher-end features or larger-scale use
- Configuring and making use of all its features may require some additional time and effort
8. Delighted
Delighted is perfect for companies that must gauge customer satisfaction on a quick and simple level. It’s most suitable for companies seeking a simple way of implementing NPS surveys without high technical know-how.
What sets Delighted apart is its focus on simplicity and speed.You can design and send out surveys in a few minutes, and the software does much of the legwork for you, from gathering responses to generating reports.
The real-time feedback option allows you to see what customers are saying immediately, which is perfect for making swift changes.
Key features:
- Multi-channel survey distribution
- Easy setup and simple to use
- Real-time feedback collection
- Clean, intuitive dashboard
- Automated thank you messages and follow-up emails
Pros:
- Extremely easy to configure and begin sending surveys
- Allows you to engage customers in their channel of choice
- Instant insights due to collection of real-time data
- No extraneous features, just what you need to gauge customer satisfaction
Cons:
- May not have some of the more advanced analytics and customization available in more advanced tools
- Only tracks NPS in depth, so may not have capabilities for other survey needs
- Bigger organizations may find the capabilities too elementary for large-scale feedback management plans
9. SatisMeter
SatisMeter is a simple, web product NPS solution uniquely created for live customer feedback and SaaS businesses that need to gather live feedback directly within their apps.
It has its biggest advantage in that it seamlessly merges with web and mobile platforms such that businesses have the ability to receive actionable data without impacting user experience.
What SatisMeter does best is to engage the users at the right time during their process through in-app or in-product surveys that don’t interrupt, but feel like an organic extension of the interface. This provides improved response rates and offers real, immediate feedback that’s critical to fast-paced businesses.
Key features:
- In-app survey integration
- Live user feedback
- Interactive analytics dashboard
- Popular CRM and analytics integration
- Survey question customization and scheduling
Pros:
- Ideal for gathering real-time user feedback from digital channels
- Ideal for capturing users in the context of their real product behavior
- Streamlines customers’ data acquisition and analysis via a ease-of-use interface
- survey customization options that enable surveys to be focused on specific user segments or touch points of the customer journey
Cons
- Primarily built for web and mobile, maybe less useful outside of the digital product space
- Convenient in its field, but would not be terribly useful as a tool for broad market research
- More real-time oriented, maybe less suitable for companies that need to do good long-term trend analysis.
10. Hotjar
Hotjar integrates NPS survey features with heatmaps and session recordings, providing businesses with an overall picture of customer interactions. It is particularly good at presenting a visual image of customer behavior.
Key Features:
- Visual Presentation through Heatmaps: Map out user activity.
- Session Recording: Advanced analysis in recorded user sessions.
- One-for-All Platform: Whole user feedback toolkit housed within a single platform.
Pros:
- Easy to use and grasp.
- Competitive cost to small to mid-size companies.
- Already comes with other business apps to further broaden the capability of this one product.
Cons:
- Cannot tailor the survey that much.
FAQs
1.What is the top NPS software for small businesses?
The top NPS software for small businesses is generally cheap, simple to use, and can scale with you. One option is FullSession.
2.How much do NPS software solutions cost?
The price of NPS software also depends highly on what functionality you require.Basic plans are around $25 per month, and more advanced ones can cost between $199 monthly.
3. Can NPS software be integrated with my current CRM?
Yes, most NPS software can be integrated with common CRM solutions like Salesforce and Zoho CRM, so it will be easier to house your customer feedback.
4. How secure is data collected by NPS software?
Keeping your data security is one of the top concerns for NPS software businesses. Be careful of features like data encryption, access controls, and compliance regulation.
5.What are common problems in implementing NPS software?
Common problems include getting adequate responses, avoiding survey fatigue, and handling masses of feedback. Choosing software that is easy to use and gives good analytics can help resolve these problems.
Conclusion
Discovering the best NPS software can be the difference between turning learning about your customers, building loyalty, and driving business growth.
Your solution is one that fits your goals, your budget, and your unique needs. Take a few minutes to compare your choices, test trials for free, and focus on the features that will make the biggest difference in your business. The correct solution can turn customer feedback into real growth!
