If your business priority is customer satisfaction, then the net promoter score stands out as one of the most effective pathways to achieve it. The NPS clearly measures your customer loyalty and enthusiasm in recommending your brand to others. It goes beyond merely assessing customer loyalty and contentment but delves into the overall emotional connection between the customer and your brand.
In this post, we will explain what a net promoter score is and list the best NPS software to measure it. Without further ado, let’s delve into it!
What is a net promoter score and NPS survey?
A net promoter score (NPS) is a metric for gauging customer loyalty, indicating the likelihood of your customers recommending your business to others. An NPS survey is the method through which this benchmark is obtained.
Your survey should include the question about how probable your customer is to recommend your business to a friend. Based on the provided score, customers fall into three categories: promoters (9-10), passives (7-8), or detractors (0-6). You can also pose additional questions for further insights into the score or suggestions on enhancing your user experience.
What is an NPS platform?
An NPS platform is a solution designed to facilitate the creation, distribution, collection, analysis, and reporting of NPS surveys and related data. This tool streamlines the process of conducting NPS surveys and managing customer feedback.
Net promoter score tools help businesses gather valuable insights into customer satisfaction, loyalty, and areas for improvement. They play a crucial role in driving business growth by providing valuable data based on customer feedback.
What to look for when choosing NPS software?
When choosing NPS software, there are several key factors to consider. Here are some significant aspects to pay attention to:
- Ease of use. The software should have a user-friendly interface so that you can easily create, distribute, and manage NPS surveys without requiring extensive technical expertise.
- Survey customization. Look for an NPS tool that offers customization options, such as personalized survey questions, branding, and design to match your company’s identity.
- Distribution options. The software should provide multiple survey distribution channels, including email, SMS, web links, and integration with other platforms like mobile apps or websites.
- Response collection. Ensure the tool you choose can efficiently collect and manage survey responses, automatically categorize respondents into three groups, and provide real-time result tracking.
- Analytics and reporting. Ensure that NPS software has robust analytics and reporting features that provide insights into NPS trends, scores, and feedback.
- Scalability. Consider whether the platform can handle the volume of surveys and responses as your business grows. It should be scalable without compromising performance.
- Data security. Ensure the platform prioritizes data security and complies with relevant privacy regulations. Look for features like encryption, secure data storage, and compliance certifications.
- Follow-up features. Some solutions offer automation for follow-up actions based on survey results, such as sending personalized emails to respondents or triggering alerts for negative feedback.
- Support and training. Check if the NPS software provider offers adequate customer support, training resources, and documentation to assist you in effectively using the platform.
By carefully considering these factors, you can choose the most suitable NPS software tool that empowers your business to effectively measure customer loyalty, create breakthrough customer experience, and drive growth.
The best net promoter score software
When you consider implementing NPS surveys, countless solutions populate the market. We’ve collected several top-notch NPS platforms that can aid you in conducting surveys and growing your business.
SendPulse
SendPulse is a multichannel marketing platform that offers various tools and services to help businesses communicate with their customers. As far as NPS surveys are concerned, they can be implemented through our pop-up builder.
With more than 30 free templates, you can find suitable layouts for different surveys. Quick setup, taking less than 10 minutes, ensures swift implementation. This NPS software lets you customize pop-up appearances to encourage interaction. You can also set dynamic scenarios by choosing from 22 possibilities or combining them. SendPulse is also a great solution when it comes to integrations.
Setting up an NPS survey is relatively easy. You need to create a project on the platform or choose an existing one and navigate to the “Custom form” target action when building your pop-up. After that, add “NPS survey” as a new element to get those stars on your pop-up.
Next, you can choose display conditions and publish your survey. In SendPulse’s dashboard, you will be able to analyze and evaluate your outcomes.
Pricing: With the Basic plan, you can create three projects absolutely for free and get up to 10,000 unique visitors per month. Each project includes a maximum of ten pop-ups. The Standard plan offers unlimited projects and pop-ups for just $7/month if you stay on 10,000 visitors.
SurveySensum
SurveySensum is a robust NPS survey tool that empowers you to distribute NPS, CES, CSAT, product, onboarding, and various VOC surveys to your clients. Beyond survey deployment, the platform guides you in crafting questions and deciphering outcomes aligned with your business objectives.
This NPS tool stands out by providing numerous advanced features, such as promptly receiving automated alerts, ensuring swift responses to detractors, and a deeper understanding of their concerns. The platform also offers tailored real-time dashboards facilitating quick decision-making and continuous improvement efforts.
Another platform’s strength is its innovative Text and Sentiment Analysis technology, which transforms unstructured qualitative data into valuable quantitative insights. This technology uncovers hidden patterns and trends within textual feedback, providing a deeper understanding of customer sentiments. Additionally, the platform lets you create surveys in multiple languages. This net promoter score tool has a user-friendly interface that ensures a seamless user experience.
However, you should be aware of some potential limitations. These include gaps in in-app integrations, which could impact the platform’s compatibility with certain tools. Custom branding options are also limited, which might not go well with your company’s unique visual identity.
Pricing: The tool offers a free plan that can be a great option to try the platform out. The free tier includes 25 responses, 500 monthly emails, and unlimited users and questions. If you wish to scale, the most affordable plan would start at $99/month for 250 responses and 5,000 emails.
Survicate
Survicate presents itself as a versatile NPS survey tool that facilitates the distribution of surveys through both emails and links. It is also possible to run them via websites, desktop apps, and mobile apps.
Creating surveys with this NPS platform doesn’t require any coding skills. You can also choose from 400+ professionally designed survey templates and customize them according to your preferences. The software streamlines data management by providing a comprehensive dashboard that displays all NPS responses. This allows for easy data analysis and a quick overview of NPS trends over time. Survicate supports surveys in multiple languages, making it easier to collect feedback from a diverse customer base.
However, if your business operates in environments with limited or no internet connectivity, Survicate’s online-focused nature might restrict your ability to gather feedback. Despite integrations with popular platforms, there might be limitations in terms of the integration depth or compatibility with some specific tools that your organization might require.
Pricing: Survicate might not be the most budget-friendly NPS tool, but at the same time, it offers a free plan to start with. You can get up to 100 responses on active surveys for free. Should you need more, you can get up to 250 answers for $49/month.
AskNicely
AskNicely operates as a comprehensive CX platform, encompassing survey and feedback functionalities. The platform allows users to automatically collect customer feedback through customizable NPS surveys shared through SMS, websites, and emails.
This net promoter score software offers reporting options crafted to provide clear insights. One of AskNicely’s strengths lies in its seamless CRM integration, allowing you to effortlessly consolidate customer feedback data within your existing CRM system. The platform facilitates the closure of the feedback loop by providing tools for efficient response and escalation management. This ensures that every piece of feedback is acknowledged and addressed, demonstrating your commitment to customer satisfaction.
While AskNicely provides integrations with various tools, the number of them is relatively limited, so you may not find the needed software on the list. This NPS tool offers customization options for surveys and feedback collection; however, there might be limitations in terms of highly specific or complex customization needs.
Pricing: The service doesn’t explicitly provide a price list or any information on their tiers. There is an option to book a demo.
Zonka Feedback
Another net promoter score software on our list is Zonka Feedback. It’s an extensive NPS feedback management tool, enabling insights into employee satisfaction and organizational culture. The platform provides a range of options for survey personalization, including white labeling, branding, custom themes, and follow-up questions.
Zonka Feedback supplies detailed NPS reports with insights, trends, and text analysis. It also offers in-depth reporting and behavioral analytics, encompassing features like sentiment analysis and heatmaps. One of the notable features is their WYSIWYG Survey Editor, which provides real-time preview capabilities to create visually appealing surveys. With a library of over 50 ready-to-use survey templates and forms, Zonka Feedback ensures you won’t need to create anything from scratch. Moreover, this NPS tool supports multilingual surveys and boasts integration with over 1,400 apps through APIs.
One of the drawbacks associated with Zonka Feedback is the potential need for more training videos. New users might benefit from a more extensive library of training videos to fully utilize the platform’s capabilities.
Pricing: The starter tier will cost you approximately $49/month for 2,500 emails or SMS. If you are interested only in offline surveys, there is an option for this as well. For $15 per month, you get up to 2,500 responses. The software lacks a free plan but offers a free trial instead.
SurveySparrow
SurveySparrow stands as a comprehensive CX management software with an omnichannel approach. At its core, it offers an NPS survey platform designed to provide insights about customer satisfaction.
Through dynamic lists and segmentation, you can categorize respondents based on various criteria. A major strength of this NPS tool lies in its automation. You can automate surveys according to your preferences, defining the timing, frequency, and contact list. Real-time analysis is made possible through a dynamic dashboard.
There is also a possibility to add follow-up questions that require open answers. Custom follow-up emails tailored to promoters, passives, and detractors help in closing the feedback loop. You can distribute your surveys via SMS, email, and in-app integration. For a comprehensive view of your buyer journey, Survey Sparrow’s NPS software compiles feedback from various interactions, mapping the journey and highlighting pain points for analysis.
The main cons of the platform is limited customer support that is primarily provided through chat. Some users have reported a lack of comprehensive email marketing features and difficulties while managing bulk tasks.
Pricing: While the service doesn’t reveal its pricing list, it offers different packages depending on your business needs. You can choose the ties limited to surveys, NPA and CX metrics, or assessments or buy everything as a bundle.
Delighted
Delighted‘s NPS software offers a streamlined process for collecting, analyzing, and leveraging customer feedback in just three simple steps without any development or design expertise. Powered by AI-driven capabilities, this NPS platform ensures high response rates and actionable insights.
You can distribute surveys across various channels and devices in over 30 languages. The platform empowers you to customize surveys to match your brand and desired insights. It also lets you implement open-ended follow-up questions, allowing customers to share their sentiments in detail.
This NPS survey tool features a user-friendly dashboard that visualizes and segments feedback for easy reporting and analysis. You can explore responses in real time. The software also facilitates benchmarking against industry standards, allowing you to monitor fluctuations and analyze feedback trends over time. Delighted integrates seamlessly with various tools and workflows. This NPS software even includes the option to showcase customer testimonials to boost conversions.
One limitation worth noting is the inability to respond directly to feedback from within the tool itself. Consequently, this can significantly extend the time required to engage with your customers and provide them with tailored answers.
Pricing: The tool offers a free plan, using which you can use either email, web, link, or SDK to share your survey. The monthly survey limit is 1,000 sends. The next most affordable plan will cost you $224/month for 10,000 monthly sends.
Typeform
Typeform is web-based form and survey software focused on appealing visuals and user experience. With no coding required, users can easily craft surveys, registration forms, quizzes, contests, tutorials, shopping carts, and contact forms.
Having more than 120 integrations, this NPS tool guarantees a smooth incorporation of the necessary data into your operational processes, enabling efficient communication on a larger scale. With top-tier security and integrated GDPR compliance, you can be confident in your customer data safety.
This platform offers a variety of templates and design options. Typeform’s surveys and forms adapt seamlessly to various devices. The net promoter score software supports an array of question formats, including multiple-choice, open-ended, rating scales, and more. This versatility allows marketers to gather comprehensive and varied feedback. Typeform delivers in-depth data analytics and insights, assisting users in examining responses.
At the same time, it’s worth noting that the service operates online and lacks an offline mode for data collection. Some users also reported limited functionality on lower-tier plans.
Pricing: The Basic plan starts at $23/month, offering 100 responses. The Plus plan will cost you about $50/month, allowing you to receive up to 1,000 customer responses.
Alchemer
Alchemer’s NPS platform empowers you to collect customer, market, and employee feedback. You can seamlessly integrate this feedback into your current business systems and foster sharing and collaboration across teams and departments.
The software’s standout feature is its flexibility and customization potential. Whether it’s crafting surveys, forms, or delving into data analysis, every aspect can be adjusted to suit your project’s requirements. Different design possibilities empower you to create lively surveys for participants.
Alchemer sets itself apart by offering an expansive range of 43 question types. This diverse selection allows you to obtain the precise answers you require. With ISO 27001 and SOC2 Type 2 Certifications and EU GDPR compliance, this NPS survey tool ensures a highly secure environment suitable for organizations of all sizes. Alchemer Self-Service Survey software is also available for small teams and individuals, offering a solution for those who require three or fewer licenses, no onboarding assistance, and no integrations.
The most significant drawback lies in the service’s limited bilingual functionality. Despite its capabilities, familiarizing oneself with all the features and options the tool provides might require some time.
Pricing: The platform offers three plans to choose from. The first one is called Collaborator, and it is mostly suitable for individuals. For $55 monthly, you get up to 75,000 responses annually per account. There is also an option to book a demo if you’re an enterprise.
Nicereply
Nicereply presents an effortless solution for gathering immediate feedback. Its array of features includes the convenience of one-click CSAT, CES, and NPS surveys, enabling businesses to gauge customer satisfaction, effort, and loyalty efficiently.
One of the standout advantages of Nicereply is its ability to measure feedback at various levels (individual agents, teams, countries, etc.) This depth of insight allows for targeted improvements and informed decision-making.
This NPS platform offers customization options and empowers businesses to tailor a feedback collection to their unique needs. With Nicereply, you can integrate NPS surveys within your current email templates or opt for in-signature surveys. You can also gather customer feedback automatically following the closure of a ticket, conversation, or deal.
In the dashboard, you can review every comment and gain valuable insights. There, you can identify key trends and pinpoint areas of concern. The dynamic interface aids in tracking continuous improvements over time. Moreover, there is a possibility to anticipate future trends by leveraging the NPS tool’s analytical capabilities.
Pricing: Nicereply provides users with four plans, where the most cost-efficient one is the Starter plan for $59/month. It already includes three users and up to 100 responses per month. You can also request a demo or start a free trial with no credit card required.
The bottom line
Choosing the right net promoter score tool can be tough, especially when there are so many competitive platforms out there. Here is a brief comparison of the services mentioned in this post.
| NPS tool | G2 rating | Free trial or plan | The most affordable plan | Limitations |
| SendPulse | 4.6 | + | $7/month | 10,000 visitors/month |
| SurveySensum | 4.7 | + | $99/month | 250 responses/month |
| Survicate | 4.7 | + | $49/month | 250 responses/month |
| AskNicely | 4.7 | – | On request | On request |
| Zonka Feedback | 4.7 | + | $15/month | 2,500 responses/month |
| SurveySparrow | 4.4 | + | On request | On request |
| Delighted | 4.7 | + | $224/month | 10,000 sends/month |
| Typeform | 4.5 | + | $23/month | 100 responses/month |
| Alchemer | 4.4 | + | $55/month | 75,000 responses/year |
| Nicereply | 4.5 | + | $59/month | 100 responses/month |
When settling on a specific platform, you might need to evaluate different aspects like its price, scalability, user-friendliness, etc. Take an opportunity to test several NPS tools to find the one that corresponds to your needs.
If you’re already using a marketing platform, find out whether it offers functionality for NPS surveys like SendPulse. Especially if you are just growing your business, you can complete many major tasks within a free plan, without a need to look for additional solutions. Check it out today!
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