Best NPS Software

11 Best NPS Software Tools of 2021

The best NPS software tools help measure customer satisfaction and customer loyalty reliably. Loyal customers are the dream of every brand. They drive profitability and growth through increased spending on your products and reduce your marketing spend by acting as your marketing department through word of mouth.

The Net Promoter Score or NPS is a standardized way to measure customer loyalty. NPS is a system that was initially developed by Bain & Company in 2003. Since then, it has been adopted by thousands of companies and has been improved and extended. NPS is used to get open feedback from customers and gauge what is working well and not so well for your customers. This article will discuss some of the best NPS tools.

Net Promoter Score: Overview

What is the Net Promoter Score, and how is it measured?

The Net Promoter Score (NPS) is a metric that is measured using a single-question customer satisfaction survey. The survey question posted to customers is, “On a scale of 0 to 10, how likely are you to recommend {company name} to a friend or colleague?” Customers can grade on a scale of 0 to 10, with 0 being the least likely to recommend and ten the most likely to recommend. You can also choose to send follow-up questions on what worked well for customers and what didn’t. 

The Net Promoter Score ranges from -100 to +100. The higher the NPS score, the better. NPS is not specific to a particular transaction but is related to the overall customer experience.  

The respondents to the NPS survey are classified as follows. 

Detractors (score 0 to 6): These customers are unhappy with your products or services and would never recommend your brand to others. They can cause significant damage to your brand by publishing negative posts about your products or by complaining to others about your products. Your goal should be to ask about pain points to Detractors and convert them to satisfied or happy customers.

Passives (score 7 to 8): These are the currently happy customers but are not loyalists. Competitors can poach these customers through competitive offerings, as they are not very enthusiastic about your brand. Your goal should be to convert passives to Promoters. 

Promoters (score 9 to 10): These are your loyal and enthusiastic customers who never miss a chance to recommend your products or brand to their family and friends. These customers are responsible for repeat purchases and have to be nurtured to not become passives or detractors. 

The Net Promoter Score can be calculated by subtracting the percentage of Detractors (customers with scores from 0 to 6) from the percentage of Promoters (customers with scores from 9 to 10). However, the Net Promoter Score is just an indicator and cannot tell you the whole picture. You will have to consider other metrics, such as product metrics, email marketing metrics, customer service metrics, and other analytics data, along with the NPS score. Additional questions should be posed to customers as a follow-up to make use of the NPS score. 

You can use various Net Promoter Score software to conduct an NPS survey. You can use dedicated NPS software or opt for less expensive software to perform an NPS survey based on your budget.

NPS surveys can be relational or transactional. A relational NPS survey is done to check the customer’s overall opinion of your brand. This survey is generally done on an ongoing basis. On the other hand, as the name denotes, a transactional NPS survey is sent after the customer makes a purchase, interacts with customer service, or after a major product update. This survey can gauge how happy the customer is with the recent business they had with your company. This survey’s data is easy to act on because it is specific to a particular transaction. In contrast, the relational survey data represents customers’ overall sentiment towards your company, and it may not be easy to drill down the why behind a particular score. 

What should you look for in the best NPS software?

You have to choose NPS survey software by selecting one that makes your data easy to understand by providing neat visuals and excellent reporting. It should give you a clear picture of your NPS metrics and show how your customers engage with the survey.

 There is several NPS software that could fit your needs and budget. However, the best NPS survey tools come with several benefits, including 

  • Ability to track and analyze NPS scores in real-time 
  • Ability to send NPS surveys through different channels 
  • Integration capabilities: Your NPS software should support integration with software such as CRM, Helpdesk software, chat software, etc 
  • Advanced analytics capabilities
  • Survey Customization: Your NPS software should support survey customization, and This will keep your customers inside your brand experience
  • Audience segmentation: You should be able to select the audience that your surveys should get sent. When your NPS software supports audience segmentation, your customers will be more likely to respond.
  • Survey personalization: Survey personalization is one of the best ways to make your surveys engaging. Your NPS software should give you the capability to modify the content based on different customer segments.

These are some essential criteria you should consider when choosing an NPS software for your company. With these points in mind, you will be able to pick the best NPS survey tools that can help you provide excellent customer support and improve your Net Promoter Score.

Example of an NPS Survey

Here’s an example of a Net Promoter Score Survey from SaaStock

Best NPS Software Tools

What Are Some Of The Best NPS Software?

1. SurveyMonkey

SurveyMonkey is one of the well-known NPS survey software in the market to measure customer satisfaction. It has made a name for itself in surveys, and it has built that reputation over the years. With SurveyMonkey, you can easily create surveys, quizzes, and polls for any audience. It gives several ways to customize your surveys as well as allows you to duplicate previous surveys.

The best NPS Software Tools

In the free version of SurveyMonkey, several great features make it a good choice for trial. It has valuable capabilities to collect and analyze data. Additionally, SurveyMonkey has an easy-to-use user interface, which provides a convenient tool for your basic survey needs when used with the mobile app.

Key Features

  • Multi-Channel Surveys: You can gather feedback through a web link, email, mobile chat, social media, and more.
  • Analytics: You can automatically analyze your results and get insights into your survey data
  • Integration: You can integrate your data with your favorite apps.

Pricing

SurveyMonkey has three pricing tiers, differentiated by the features available. The Team Advantage tier is priced at $25 per user per month with 10,000 responses per year, and the Team Premier tier is priced at $75 per user per month with 15,000 responses per year. The price is not disclosed on their website for the Enterprise option, so you will have to contact SurveyMonkey’s sales team. 

2. Qualtrics 

Qualtrics is a well-designed and user-friendly NPS tool that is versatile and easy to program. With Qualtrics, you can manage complex surveys that are mobile-friendly as well. Qualtrics also allows the programming of advanced conditional logic and allows the data to be exported into different formats and reports. 

Best NPS Software Tools

Additionally, Qualtrics makes it easy to design and distribute surveys for users with no experience in NPS software. It also makes it easy for companies to incorporate customer feedback into every decision and respond to feedback in the customer journey.

Key Features

  • Multi-channel surveys: You can collect customer feedback through different channels such as email, chat, text, mobile, native apps, and offline surveys.
  • Predictive analysis: NPS data can be combined with operational data to analyze customer behavior and identify customers at risk of churn.
  • Powerful analytics: Flexible role-based dashboards and reporting can help reach the data to the right people to improve customer experience.
  • Automation: In the Qualtrics platform, you can run relational and transactional NPS surveys with the content and workflow wholly automated and customized according to the industry.

Pricing

You will have to reach out to the Qualtrics team for pricing-related queries, as their website does not disclose the price.

3. AskNicely

Ask Nicely is an easy-to-use cloud-based NPS software tool that can help your business create NPS surveys, collect feedback in real-time, and measure customer satisfaction.

Best NPS Software Tools

Key Features

  • Customizable surveys: Surveys can be customized with branding, color schemes, etc. You can also customize the survey questions based on customer responses. 
  • Integrations: Ask Nicely supports integrations with CRM software and third-party software.
  • Automation: Automated workflows can be set up to send surveys to customers in specific periods or after transactions. 
  • Channels: Ask Nicely supports Email, In-App, Intercom, and SMS channels.
  • Analytics Dashboard: Ask Nicely has an analytics dashboard to segment your customer data and get to the metrics that matter.
  • Customer Support: The customer support of Ask Nicely is stellar, and this is a definite plus.

Pricing

For pricing-related queries, reach out to the Ask Nicely sales team as the price is not disclosed on their website.

4. Retently

Retently is a well-designed NPS software tool with a clean user interface and a great customer experience.

The best NPS Software Tools

Key Features

  • Customizable surveys: The surveys can be customized according to your background, colors, font, and logo. You can also customize the questions of your survey. 
  • Multi-Channel Support: Retently supports Email, In-App, Intercom channels.
  • Campaigns: Retently allows you to set up relational and transactional campaigns based on the customer segments and customer life cycle.
  • Automation: Retently allows you to automate your workflows, making it easy to converse with customers based on their responses.
  • Customer Support: Retently offers 24-hour customer support to help you with issues.

Pricing

Retently has three pricing tiers, differentiated by the features available. The Essential tier is priced at $79 per month for 10,000 monthly surveys and three user seats, and the Professional tier is priced at $279 per month for 10,000 monthly surveys and ten user seats. The Ultimate tier is priced at $479 for 20,000 monthly surveys and 20 user seats. For the Enterprise tier pricing, reach out to the Retently sales team as the price is not disclosed on their website. Retently has a 7-day free trial as well. 

5. Delighted

Delighted, which Qualtrics acquired, is one of the NPS survey tools that offer a great user experience with an easy-to-use design.

Best NPS Software Tools

Key Features

  • Multi-channel surveys: Delighted supports Email, SMS, and Web and Link NPS survey channels.
  • Customizable surveys: Delighted supports customization of surveys including languages, branding, look and feel, domain, etc.
  • Integrations: Delighted can be integrated seamlessly to support your workflows into software such as Slack, Zapier, HubSpot, and much more.
  • Analytics and Reporting: Delighted offers sophisticated analytics and reporting features such as real-time feedback, segmentation of your survey responses, comparison of responses across segments, visualization of responses, and presentation and filtering options in a dashboard format. It also displays trends and AI analysis of text in your NPS responses. Additionally, Delighted benchmarks your NPS score against 20 competitors in the industry. 
  • Team collaboration: Delighted allows you to add unlimited team members, take notes, get real-time response alerts, and subscribe to trends through email.
  • Customer support: Delighted has an excellent customer support team that can walk you through problems you encounter while setting up the software. 
  • Security: Delighted has top-notch security features, making it one of the best NPS survey tools. 

Pricing

Delighted has three pricing tiers, differentiated by the features available: the free tier with 1000 monthly surveys and the premium tier, priced at $224 per month for 10,000 surveys. The Premium Plus option is priced at $449 per month for 20,000 monthly surveys. Contact Delighted’s sales team for the enterprise pricing as the pricing is not disclosed on their website. 

6. Nicereply

Nicereply is one of the NPS survey tools, another popular choice that made it to our best NPS software list. Nicereply is a licensed vendor approved by Bain Company, the NPS survey’s inventor.

Best NPS Software Tools

Key Features

  • Automated surveys: With this NPS solution, you can set up your NPS campaigns on a one-time or a regular cadence.
  • Customizable surveys: Nicereply allows you to customize your branding, color theme, language, domain. It also allows you to customize the number of surveys a customer can receive.
  • Integrations: Nicereply integrates with several popular third-party software, including Zendesk, Salesforce, and more.
  • Analytics: Nicereply offers reports of NPS activity in a dashboard view as well as comparisons to the previous periods, visualizations, and trend charts of your NPS data. You can view the data at a granular level, and you can view the real-time feed as well. It allows you to set goals and a leaderboard across your teams. Additionally, Nicereply offers competitive benchmarks for up to 10 competitors.
  • Customer support: You get a dedicated account manager to help you with any issues. Billing: Nicereply offers flexibility in billing, where you only pay for surveys that customers responded to. It also gives you the flexibility to change your plans at any time.

Pricing

Nicereply has four pricing tiers, differentiated by the features available. The Mini tier is priced at $39 per month with 100 monthly responses, the Start tier is priced at $79 per month for 250 responses, the Grow tier is priced at $159 per month for 1000 monthly responses, and the Business tier is priced at $239 per month for 2500 monthly responses. For Enterprise pricing, you should reach out to the Nicereply sales team. Nicereply also has a 14-day free trial of their options. 

7. Promoter.io

Promoter.io, one of the NPS survey tools popular among well-known brands, is a reliable and effective solution for sending NPS surveys, gathering customer feedback, and getting actionable insights. It is a simple and easy to use NPS survey tool.

Best NPS Software Tools

Key Features

  • Ability to set up NPS Campaigns: You can set up brand-focused surveys that follow the customer life cycle and set up recurring or lifecycle surveys. 
  • Customer segmentation: You can segment your customers and send NPS surveys to these customer segments.
  • Customization: Your surveys can be customized in over 27 languages. 
  • Analytics: APromoter.io offers a powerful dashboard where you can view historical and current customer sentiment. You can track customer engagement and view detailed NPS statistics. 
  • Integration: Promoter.io integrates with popular apps such as Zapier, Slack, Salesforce, and more.

Pricing

Promoter.io has the following pricing tiers. It charges $0 for 100 monthly surveys, $100 for 10,000 monthly surveys, $150 for 50,000 monthly surveys, and $225 for 100,000 monthly surveys. Promoter.io also offers a 14-day free trial.

8. SurveySparrow

SurveySparrow is one of the NPS survey tools trusted by some of the most popular brands, is one of the best NPS software solutions available. You can create highly engaging, mobile-first, and recurring surveys with SurveySparrow. SurveySparrow has a conversational interface, allowing users to create and share surveys that offer a chat-like experience.

Best NPS Software Tools

With the Recurring Surveys feature, you can send surveys regularly and gauge your customer’s pulse. The conversational interface of SurveySparrow leads to higher completion rates. Furthermore, SurveySparrow offers an intuitive user interface.

Key Features  

  • Omni-channel surveys: This solution supports NPS surveys in several channels, including Email, Weblink, QR Code, SMS, Social, and more. 
  • Visual workflows and automation: This feature allows you to customize your workflows and automate your surveys. 
  • Analytics: Real-time reports and advanced reporting help you identify patterns and predict trends. The advanced filters allow you to dive deep into the data. 
  • Customizable surveys: This solution allows you to customize your surveys and keep your brand identity through your logo, domain, email, etc. 
  • Integration: SurveySparrow supports numerous integrations to your ecosystem, allowing you to optimize your workflow. 
  • Customer Support: Customer support is available 24/7 on chat and email.

Pricing

SurveySparrow has four pricing tiers, differentiated by the features available. The free tier is $0 and has 100 monthly responses, and the NPS Basic tier is priced at $99 per month with 1,000 monthly responses. The NPS Premium tier is priced at $299 per month with 10,000 monthly responses. For the Enterprise tier, you have to reach out to their sales team for more than 30,000 monthly responses. SurveySparrow has a 14-day free trial of their options. 

9. InMoment

InMoment, formerly known as Wootric, is one of the most popular tools for providing NPS feedback surveys at scale to thousands of customers. InMoment is a powerful platform with a simple and easy-to-use interface, which allows you to have rich customer insights and take actionable steps against them.

Best NPS Software Tools

Customer experience monitoring is integrated into the system to provide insights to better anticipate and prevent customer churn.

Key Features

  • Active listening
  • Voice of the Customer (VoC)
  • Fast video transcription
  • Omni-channel surveys: This solution allows you to conduct surveys in several channels, including email, web, mobile, and SMS, with real-time score updates every time you receive a response.
  • Analytics:  InMoment allows you to monitor and analyze the sentiments expressed by your consumers in reviews and on social media.  
  • Feedback management: Segmentation, custom reports, tagging, and dashboards
  • Feedback analysis:  sentiment analysis, NPS/CSAT Scoring, thematic analysis
  • Feedback sources: Social media, online reviews, surveys, customer service channels

Pricing

You will have to reach out to the InMoment team for pricing-related queries, as the pricing is not disclosed on their website.

10. SurveySensum

The SurveySensum platform allows businesses to utilize customer feedback information to improve customer experience. The tool aids in selecting when to begin an NPS survey, what questions to ask, how to analyze results from the NPS survey, and which actions to prioritize for you to focus on your company’s and customer experience goals.

With SurveySensum, you can examine data in real-time with journey-based dashboards and uncover the client’s sentiment through a sentiment analysis feature that identifies emerging complaints. You’ll know precisely what to work on if you monitor consumer sentiment and get notification alerts.

Key Features

  • Customizable templates: Ready to use, customizable templates with automatic dashboards for response analysis
  • Omnichannel feedback: To effectively analyze your customer conversations across multiple channels, you must have a comprehensive view of your consumers. You can collect customer feedback over email, mobile, etc.
  • Understand customer feedback – Leverage AI to get further insight into feedback and determine what your consumers want and why.
  • Understand the Voice of Your Customer – Without the appropriate analysis, customer feedback is meaningless. SurveySensum’s AI-powered text and sentiment analysis software aids in the discovery of hidden value in your customer feedback.
  • Integration – This allows you to connect your NPS┬«, CSAT, and CES data with your existing CRM system to get critical customer insights.

Pricing

SurveySensum prices its basic package at $0 a month for 100 monthly responses, the starter package at $34.30 per month for 2000 monthly responses, and the professional package at $139.3 per month for 10,000 monthly responses.

11. YesInsights

YesInsights is a quick and straightforward solution for administering NPS surveys and other one-question surveys with just one click. The website is optimized for both desktop and mobile devices, focusing on online and mobile-friendly surveys. You can also include your branding and customize an open-ended, follow-up question.

Best NPS Software Tools

It’s simple to connect it with a variety of email marketing services. It’s easy to keep track of your score in real-time with data charts and real-time responses.

Key Features

  • Simple, one-click solution to answer surveys in only a few seconds with its simple, one-click solution.
  • Automated follow-up questions
  • Analytics from automated follow-up questions
  • Results that are updated in real-time

Pricing

YesInsights Solo is priced at $20 per month for 1000 responses and five surveys per month. YesInsights Essential is priced at $79 per month for 5000 responses and ten surveys per month. YesInsights Professional is priced at $149 per month for 25,000 responses and unlimited surveys per month. You have to contact YesInsights for their Enterprise pricing. YesInsights also has a 7 Day free trial.

Final Thoughts

With this review of the best NPS software tools available, you can find the one that matches your business needs and create NPS surveys to measure customer loyalty. With the insights, you should also make changes to your products or services and improve customer satisfaction in the customer journey. It is far easier to retain an existing customer than acquire a new customer, so attention to customer satisfaction will play a massive role in your business growth. 

 

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