The best NPS Software tools help measure customer loyalty in a reliable way. Loyal customers are the dream of every brand. They drive profitability and growth through increased spends 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. 

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

The NPS score is a metric that is measured using a single question 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 most likely to recommend. You can also choose to send follow up questions on what worked well for customers and what didn’t. 

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

The respondents to the survey are classified as follows. 

Detractors (score 0 to 6): These are the customers who 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 so that they don’t 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 NPS 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. 

Various Net Promoter Score software can be used to conduct an NPS survey. Based on your budget, you can use dedicated NPS software or opt for less expensive software to perform an NPS survey.

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 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 you how your customers engage with the survey.

 There is several NPS software that could fit your needs and budget. However, the best NPS software comes 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: When your NPS software supports audience segmentation, your customers will be more likely to respond.
  • Survey personalization

Example of an NPS Survey

Here’s an example of an NPS Survey from SaaStock

What are some of the best NPS software?

1. SurveyMonkey

The best NPS Software
The Best NPS Software – SurveyMonkey

SurveyMonkey is one of the well known NPS software in the market. 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. 

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. For advanced users, SurveyMonkey has the following 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.

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

2. Qualtrics 

The Best NPS Software – Qualtrics

Qualtrics is a well-designed and user-friendly software 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. 

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. Qualtrics offers an unmatched customer experience with the following 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 industry.

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

3. AskNicely

The Best NPS Software – Ask Nicely

Ask Nicely is an easy to use cloud-based NPS software that can help your business create surveys and collect feedback in real-time. It has the following features.

  • Customizable surveys: Surveys can be customized with branding, color schemes, etc. The survey questions can also be customized 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

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

4. Retently

The best NPS Software
The best NPS Software – Retently

Retently is a well designed NPS software with a clean user interface and a great customer experience. Retently has the following 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 campaigns, both relational and transactional, based on the customer segments and customer life cycle.
  • Automation: Retently allows you to automate your workflows, making it easy to have a conversation with customers based on their responses.
  • Customer Support: Retently offers 24-hour customer support to help you with issues.

Retently has three pricing tiers, differentiated by the features available. The Essential tier is priced at $79 per month, and the Professional tier is priced at $279 per month. For the Enterprise option, the price is not disclosed on their website, so you will have to contact Retently’s sales team. Retently has a 7-day free trial of their Essential option. 

5. Delighted

The Best NPS Software – Delighted

Delighted, which Qualtrics acquired, offers a great user experience and an easy-to-use design. It provides several key features, including

  • 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 software. 

Delighted has three pricing tiers, differentiated by the features available: the free tier, the premium tier, which is priced at $224 per month. For the Premium Plus option pricing, contact Delighted’s sales team. 

6. Nicereply

The Best NPS Software – Nicereply

Nicereply is 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. The main features of the Nicereply NPS solution are

  • 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. The data can be viewed 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.

Nicereply has four pricing tiers, differentiated by the features available. The Mini tier is priced at $39 per month, the Start tier is priced at $79 per month, the Grow tier is priced at $159 per month, and the Business tier is priced at $239 per month. Nicereply has a 14-day free trial of their options. 

7. Promoter.io

The Best NPS Software – Promoter.io

Promoter.io, popular among well-known brands, is a reliable and effective solution for gathering customer feedback and acting on the insights. It is a simple and easy to use the tool, which has several features, including 

  • 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.

Promoter.io has three pricing plans, the Grow plan, priced at $199 per month, the Scale plan priced at $479 per month, and the Enterprise plan, the pricing for which you have to contact their sales team. 

8. SurveySparrow

The Best NPS Software – SurveySparrow

SurveySparrow, 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, which allows users to create and share surveys that offer a chat-like experience.

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 and has some of the must-have features such as  

  • 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.

SurveySparrow has four pricing tiers, differentiated by the features available. The Business tier is priced at $149 per month, the NPS tier is priced at $249 per month, the Enterprise tier is priced at $499 per month, and for the Elite tier, you have to reach out to their sales team. SurveySparrow has a 14-day free trial of their options. 

Final Thoughts

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

Categories: Technology

Bazaar Expert shares information about the gamechangers in Business & Technology and also shares information on making money and investing.