A Net Promoter Score software is popular among new businesses and customer service managers. But are they still useful? Yes! With the best Net Promoter Score software, you can quickly make and send surveys. These surveys help you figure out who really likes your company and who doesn’t.
Whether you want to keep more customers or get more people to recommend your business, we’ve got the tools for you. In this blog, we’ll introduce you to 12 NPS software that can help you measure and improve your NPS scores. Let’s dive in!
What is the Net Promoter Score?
The Net Promoter Score (NPS) is a widely used metric for customer loyalty and satisfaction. It measures the likelihood of customers recommending a company’s products or services to others.
NPS is typically determined through a simple survey question that asks customers to rate, on a scale from 0 to 10, how likely they are to recommend the company to friends or colleagues.
What is Net Promoter Score software?
A NPS Software is a specialized tool or platform designed to facilitate the measurement, collection, analysis, and management of data. Best Net Promoter Score software helps organizations create and administer NPS surveys, collect customer responses, and derive actionable insights from the feedback.
NPS software empowers organizations to gather and act on consumer feedback systematically, enhancing customer happiness, loyalty, and business growth. It plays a crucial role in fostering a customer-centric approach to business operations.
Why NPS surveys are important?
An NPS survey consists of a single question that measures the likelihood of your customers referring your business to others. Net Promoter Score surveys are important for several reasons, as they provide valuable insights into a company’s customer satisfaction, loyalty, and overall business performance.
Here are some key reasons why NPS surveys are important:
Measure customer loyalty
NPS surveys measure customer loyalty by asking how likely customers are to recommend a company’s products or services to others. This metric helps identify promoters (loyal customers), passives (satisfied but not enthusiastic customers), and detractors (unhappy customers). Understanding loyalty is vital because repeat customers make repeat purchases refer new business, and have a higher customer lifetime value.
Predict business growth
NPS is correlated with business growth. Companies with high NPS are likelier to experience organic growth through word-of-mouth referrals, while those with low scores may face customer churn and revenue stagnation. NPS surveys provide an early warning system for potential business challenges.
Identify areas for improvement.
NPS surveys include an open-text question that allows customers to provide feedback in their own words. This feedback offers actionable insights into what works well and what needs improvement in a company’s products, services, or processes. It helps prioritize areas for enhancement.
Segmentation and targeting
NPS surveys allow for customer segmentation based on responses. This segmentation enables companies to tailor marketing strategies, product offerings, and customer service approaches to specific customer groups, enhancing personalization and relevance.
Customer retention
High NPS are associated with lower customer churn rates. By identifying detractors and addressing their concerns, companies can work to retain customers who might otherwise have left for competitors.
How to measure Net Promoter Score?
Net Promoter Score is a valuable metric that helps businesses gauge customer happiness and loyalty. It consists of three key components:
NPS categorization
NPS categorizes customers into three primary groups based on their responses to a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”
- Promoters (Scores 9-10): These are highly satisfied and loyal customers who are enthusiastic about your offerings. They are likely to promote your brand and contribute positively to your growth.
- Passives (Scores 7-8): Passives are satisfied customers but less enthusiastic than promoters. They are unlikely to promote your business proactively but are also less likely to speak negatively about it.
- Detractors (Scores 0-6): Detractors are dissatisfied customers who may have had a negative experience with your brand. They are at risk of churning and can potentially harm your reputation through negative word-of-mouth.
NPS calculation
Calculating your NPS involves subtracting the percentage of detractors from the percentage of promoters. The formula is as follows:
NPS = (% of Promoters) – (% of Detractors)
NPS scores can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters). A positive NPS indicates that you have more promoters than detractors, while a negative NPS suggests the opposite.
Do you want to learn more and make the calculation easier for yourself? Try our NPS calculator.
Good Net Promoter Score
The interpretation of what constitutes a “good” Net Promoter Score can vary by industry and company. However, generally:
- NPS scores above 0 are considered positive, indicating that you have more promoters than detractors.
- Scores above +50 are excellent and suggest a high level of customer satisfaction and loyalty.
- Scores between 0 and +30 are considered good, indicating healthy customer sentiment.
- Scores between -30 and 0 may cause concern, as they suggest a higher proportion of detractors.
Ultimately, a “good” NPS depends on your specific goals, industry benchmarks, and the competitive landscape. It’s essential to monitor your NPS over time and take action to improve it, as higher NPS scores are typically associated with business growth and customer retention.
By understanding NPS categories, calculating your NPS, and aiming for a good NPS score, you can effectively measure and leverage this metric to enhance customer happiness and loyalty strategies.
Why do you need NPS survey software?
Here, we will discuss some essential reasons why you need the best Net Promoter Score software:
Efficient customer feedback collection
NPS software streamlines the process of collecting consumer feedback. These tools offer user-friendly interfaces to conduct NPS surveys quickly and efficiently, making it easier to gather insights from your customer base.
Standardized customer satisfaction measurement
NPS software provides a standardized metric, the Net Promoter Score, which enables you to measure customer happiness and loyalty consistently. This uniform measurement helps you track changes over time and compare results across different customer segments.
Deeper understanding of customer behavior
An NPS survey tool offers advanced analytics and reporting features. They allow you to delve into survey responses, categorize customers as promoters, passives, or detractors, and gain valuable insights into consumer behavior, preferences, and sentiment.
Real-time feedback loop
NPS software facilitates the collection of real-time feedback from customers. This immediate feedback loop empowers you to address issues promptly, adapt to evolving customer preferences, and continuously improve your products or services to enhance the customer experience.
Targeted surveys for actionable insights
Many NPS survey tools offer segmentation capabilities. This enables you to tailor surveys to specific customer groups or demographics. By targeting your surveys, you can collect more relevant and actionable feedback, helping you better understand and meet the unique needs of different customer segments.
NPS software is crucial for businesses seeking to efficiently collect consumer feedback, employ a standardized measurement for customer happiness, gain deeper insights into customer behavior, establish a real-time feedback loop, and conduct targeted surveys to gather valuable responses.
These tools empower you to make data-driven decisions and continuously improve your business performance.
12 Best Net Promoter Score software
Here, we present the 12 best Net Promoter Score software solutions that stand out in 2023, each offering unique features and capabilities to elevate your consumer feedback strategies.
01. QuestionPro
QuestionPro is a versatile, user-friendly, and best Net Promoter Score software that offers a wide range of features for collecting and analyzing consumer feedback. It is known for its multi-channel feedback collection capabilities, advanced analytics tools, and customizable survey options.
Best features:
- NPS survey templates: QuestionPro provides customizable NPS survey templates for quick and easy survey creation.
- Customizable dashboards: Build personalized dashboards with key NPS metrics, graphs, and charts to monitor customer satisfaction and loyalty at a glance.
- Multi-channel distribution: You can distribute NPS surveys through various channels, including email, web links, and mobile devices.
- Real-time reporting and analytics: The platform provides real-time insights into NPS scores and feedback.
- Advanced analysis tools: QuestionPro enables segmentation and in-depth data analysis for trend identification.
Pros:
- Strong analytics capabilities.
- Versatile survey customization.
- Excellent customer support.
Cons:
- Some advanced features may require technical expertise.
02. SurveySparrow
SurveySparrow stands out with its conversational NPS surveys and real-time reporting. It offers an engaging survey experience with mobile-friendly surveys and seamless integration with CRM and marketing tools. For businesses seeking high survey response rates and interactive surveys, SurveySparrow is a compelling option.
Best features:
- Customizable surveys: You can design highly customizable NPS surveys with SurveySparrow, matching them to your brand’s look and feel for a consistent customer experience.
- Real-time analytics: Gain immediate insights into your NPS scores and collect customer feedback through real-time analytics and reporting dashboards.
- Omnichannel distribution: You can distribute NPS surveys through various channels, including email, websites, and mobile apps.
Pros:
- High survey response rates.
- Seamless third-party integrations.
- Mobile app for on-the-go management.
Cons:
- Limited advanced customization options.
03. SatisMeter
SatisMeter focuses on in-app NPS surveys and automation, making it an excellent fit for SaaS businesses. It integrates with helpdesk tools, collects real-time feedback, and deploys automated follow-up campaigns to enhance customer experiences.
Best features:
- Customizable surveys: Customize the look and feel of your NPS surveys to match your brand’s aesthetics, creating a cohesive customer experience.
- Segmentation and targeting: You can segment your users based on various criteria, such as behavior, location, or customer type, and then target specific groups with tailored NPS surveys.
- Real-time feedback analysis: Gain immediate insights into your NPS scores and consumer feedback with real-time analytics, making it easier to identify trends and areas for improvement.
Pros:
- Easy setup and installation.
- Automated feedback collection.
- Actionable insights for growth.
Cons:
- It may not be suitable for businesses outside of SaaS.
04. SurveyMonkey
SurveyMonkey is a well-known survey platform for its user-friendly interface and robust survey-building capabilities. It offers an extensive range of survey types, making it a versatile tool for businesses and organizations of all sizes.
Whether you need to create NPS surveys, customer satisfaction surveys, employee engagement surveys, or market research surveys, SurveyMonkey has you covered.
Best features:
- Customizable surveys: Customize NPS surveys to match your brand’s look and feel, ensuring a consistent and branded consumer feedback experience.
- Survey distribution: Distribute NPS surveys through multiple channels, including email, web links, social media, and more.
- Automated survey sending: Schedule and automate NPS survey distribution to ensure timely feedback collection without manual intervention.
- Real-time reporting: Access real-time NPS survey results and reports through SurveyMonkey’s dashboard, enabling you to track changes in customer emotion and loyalty over time.
Pros:
- Versatile survey distribution options.
- Comprehensive data analysis.
- Extensive integration possibilities.
Cons:
- Limited NPS-specific features.
05. Survicate
Survicate is a versatile NPS software solution offering various features for collecting and analyzing consumer feedback. While it caters to various survey needs, it excels in NPS surveys and is a valuable tool for understanding customer perception and loyalty.
Best features:
- Multi-channel surveys: This enables you to collect NPS feedback through various channels, including email, website widgets, mobile apps, and more.
- Real-time NPS tracking: Gather NPS responses in real-time, allowing you to monitor customer emotion and loyalty as it evolves and respond promptly to any issues or opportunities.
- Customizable surveys: Create NPS surveys that align with your brand identity and messaging.
Pros:
- Highly customizable surveys.
- Effective feedback collection.
- Strong customer support.
Cons:
- Pricing may not be suitable for small businesses.
06. Nicereply
Nicereply is a dedicated Net Promoter software solution designed to help businesses measure customer loyalty and satisfaction. With a focus on NPS and other consumer feedback metrics, Nicereply provides the tools to gauge customer emotion and make data-driven improvements.
Best features:
- Real-time feedback: Gather NPS responses in real-time, enabling you to respond promptly to consumer feedback and take immediate action to address any issues or concerns.
- Custom follow-up questions: Tailor follow-up questions based on respondents’ NPS scores, allowing you to dig deeper into their feedback and gain valuable insights into specific areas of improvement.
- Survey templates: Utilize pre-designed NPS survey templates to expedite the survey creation process, saving you time and effort.
Pros:
- Simple survey setup.
- Integration with leading software.
- Easy-to-understand analytics.
Cons:
- Limited survey design customization.
07. Delighted
Delighted is a straightforward yet powerful NPS software solution designed to help businesses measure customer satisfaction and loyalty. It focuses on collecting NPS feedback and provides essential tools to gauge customer emotion and track improvements over time.
Best features:
- Benchmarking: Compare your NPS scores and performance against industry benchmarks or competitors, gaining valuable insights into your market position.
- Survey scheduling: Schedule NPS surveys to run at specific intervals or during key customer touchpoints, allowing you to measure loyalty consistently over time.
- Custom reporting: Create custom reports and dashboards to visualize data according to your unique business requirements and share insights with your team effectively.
Pros:
- Effortless setup and usage.
- Integration with third-party software.
- Clear and concise reporting.
Cons:
- Limited customization options.
08. AskNicely
AskNicely is a comprehensive Net Promoter Score (NPS) software designed to help service-based businesses measure customer satisfaction and loyalty effectively. It goes beyond simple NPS surveys, offering a suite of tools to collect feedback, analyze responses, and drive improvements in customer experience.
Best features:
- Customizable follow-up questions: Send follow-up questions based on respondents’ NPS scores to gather deeper insights into their feedback and identify improvement.
- Integration capabilities: Integrate AskNicely with your existing systems, such as CRM and helpdesk software, to centralize customer feedback data
- Automated feedback alerts: Set up automated alerts and notifications for specific NPS scores or comments, allowing you to respond swiftly to customer feedback.
Pros:
- Tailored for service-oriented businesses.
- Automated follow-ups for comprehensive insights.
- Integration with popular helpdesk software.
Cons:
- Pricing can be high for advanced plans.
09. CustomerGauge
CustomerGauge is a Net Promoter Score (NPS) software solution designed to help companies measure, manage, and improve customer loyalty and satisfaction. It provides tools and features to collect NPS feedback, analyze customer responses, and drive actions that enhance the overall customer experience.
Best features:
- NPS surveys: Create, customize, and send Net Promoter Score surveys to customers, collecting their feedback and loyalty scores.
- Multi-channel surveys: Distribute Net Promoter Score surveys through various channels, such as email, SMS, web, and mobile apps.
- Dashboards and reporting: Access comprehensive dashboards and reporting tools to visualize data, track trends, and measure progress over time.
Pros:
- Comprehensive NPS data analysis.
- End-to-end feedback management.
Cons:
- Complex setup for small businesses.
10. Qualtrics
Qualtrics is a powerful and versatile Net Promoter Score (NPS) software and experience management platform that empowers organizations to collect, analyze, and act on customer feedback to drive business growth and improve customer satisfaction.
Best features:
- Closed-loop feedback: Implement closed-loop feedback processes, where detractors are automatically routed to support or customer service teams for resolution, and promoters are directed to share their positive experiences.
- Text analytics: Utilize text analytics to analyze open-text comments provided by customers, extracting sentiment and actionable insights from their feedback.
- Advanced reporting and dashboards: Access sophisticated reporting and dashboard tools to visualize NPS data, track trends, and gain deeper insights into customer loyalty.
Pros:
- Extensive NPS survey capabilities.
- Robust data analysis and visualization.
- Predictive insights for proactive actions.
Cons:
- Pricing may not be suitable for small businesses.
11. Qualaroo
Qualaroo is a versatile Net Promoter Score (NPS) software and customer feedback tool designed to help businesses collect valuable customer insights, understand user behavior, and improve customer satisfaction.
Best features:
- Customizable surveys: Create Net Promoter Score surveys tailored to your brand’s look and feel, with the ability to modify questions and design to match your specific requirements.
- Targeted survey deployment: Utilize advanced targeting options to segment your audience and deploy surveys to specific customer groups or based on user behavior, ensuring relevancy.
- Customer segmentation: Segment your customer base based on NPS scores, demographics, or other criteria to personalize communication and engagement strategies.
Pros:
- Highly customizable survey design.
- Effective feedback collection.
Cons:
- It may not have as many advanced features as some competitors.
12. ProProfs Survey Maker
ProProfs Survey Maker is a versatile online survey tool that can create Net Promoter Score (NPS) surveys and various other survey types. While it may not be exclusively designed for NPS surveys, it provides the essential features to measure customer loyalty and satisfaction effectively.
Best features:
- Advanced analytics: Access comprehensive analytics and reporting tools to visualize data, track trends over time, and gain insights into customer sentiment.
- Segmentation: Segment your survey respondents based on NPS scores or other demographics, helping you tailor your follow-up actions and communication strategies.
Pros:
- Wide range of survey types.
- Real-time data analysis.
- Affordable pricing for small businesses.
Cons:
- It may lack some advanced features.
How to choose the right NPS software for your business?
Choosing the best Net Promoter Score software for your business involves evaluating several critical factors to ensure it aligns with your specific needs and objectives. Here’s a breakdown of the critical criteria to consider:
Core functionalities
- NPS survey creation: Ensure the software allows you to create NPS surveys easily with customization options for questions, design, and branding.
- Survey distribution: Check that the software offers multiple distribution channels, such as email, web, mobile, and social media, to reach your target audience effectively.
- Data collection: The software should collect and organize survey responses efficiently, providing real-time access to NPS data and customer feedback.
Key features
- Automation: Look for automation features that allow you to schedule surveys, trigger follow-ups based on responses, and send reminders to maximize response rates.
- Segmentation: Ensure the software enables customer segmentation so you can target specific groups or demographics for tailored surveys and analysis.
- Reporting and analytics: Robust reporting tools should be available, providing insights into NPS scores, trends, and actionable data to improve customer satisfaction.
Usability
- User-friendly interface: Choose software with an intuitive and user-friendly interface that simplifies survey creation, distribution, and data analysis.
- Mobile compatibility: Verify that the software is mobile-responsive or offers a dedicated mobile app, as this is crucial for reaching customers on various devices.
Software integrations
- Compatibility: Assess the software’s compatibility with your existing tools and systems, such as CRM software, email marketing platforms, and customer support solutions.
- API access: Check if the NPS software offers API access for seamless integration with your business’s unique tech stack.
Value for price
- Pricing structure: Evaluate the software’s pricing plans to ensure they align with your budget and scalability needs. Consider whether it offers a free trial or a money-back guarantee.
- Scalability: Choose software that can scale as your business grows, accommodating an increasing number of surveys and responses.
How QuestionPro is the best choice for Net Promoter Score?
QuestionPro proves to be the best net promoter score software available in the market. It is a powerful NPS software that helps businesses gauge customer satisfaction and loyalty. Here’s how it assists in this crucial aspect:
Customizable NPS surveys
QuestionPro empowers businesses to create highly customizable Net Promoter Score surveys. You can design surveys that align with your brand identity, ensuring a consistent and professional image when collecting feedback.
Multi-channel distribution
The software provides multiple channels for distributing surveys. Whether you prefer email, website embedding, or mobile apps, QuestionPro supports various distribution methods, ensuring you can reach customers where they are most comfortable.
Automated survey scheduling
QuestionPro allows you to automate survey scheduling. This means you can send surveys at the right time, such as after a customer interaction or purchase, maximizing response rates and collecting timely feedback.
Real-time data collection
With QuestionPro, you can collect your data in real time. This means you’ll always have access to the latest insights into your customers’ sentiments and loyalty levels.
Segmentation capabilities
The software offers robust segmentation features. You can categorize respondents into promoters, passives, and detractors based on their NPS scores, allowing for targeted follow-up actions and tailored responses.
Advanced analytics
QuestionPro provides powerful analytics and reporting tools. You can dig deep into your NPS data, uncover trends, identify patterns, and gain actionable insights to make informed business decisions.
Competitive Pricing
The software offers competitive pricing plans suitable for businesses of all sizes. This ensures that organizations with varying budgets can access the features and functionalities they need to excel in measuring and enhancing customer satisfaction and loyalty.
Boosting CX strategies with QuestionPro CX
Customer Experience (CX) is a critical aspect of any business’s success, and Net Promoter Score (NPS) surveys can be a powerful tool to measure and enhance it. When using QuestionPro CX as your NPS software, you have a range of capabilities at your disposal to elevate your CX strategies.
Tailored survey design
Begin by crafting Net Promoter Score surveys that are tailored to various customer touchpoints and stages in the customer journey. QuestionPro’s intuitive interface allows you to design visually appealing and engaging surveys.
Strategic feedback collection
Implement Net Promoter Score surveys strategically at key customer interaction points, such as after purchase, following customer support interactions, or during website visits. Utilize QuestionPro’s targeting options to ensure that the right customers receive the surveys.
Real-time insights
Collect NPS data in real time to capture immediate customer sentiments and feedback. With QuestionPro’s platform, you can stay updated with customer feedback as it comes in, allowing you to respond promptly.
In-depth score analysis
Utilize QuestionPro’s analytics tools to interpret NPS scores effectively. Categorize respondents into Promoters, Passives, and Detractors to gain insights into customer loyalty and satisfaction levels.
Root cause identification
Analyze the feedback provided by Detractors to identify specific pain points or issues in the customer journey. Address these issues promptly to prevent customer churn and improve overall satisfaction.
Feedback prioritization
Prioritize feedback and issues based on severity and their impact on the customer experience. Allocate resources and efforts to address high-priority concerns efficiently.
Cross-functional collaboration
Foster collaboration among different departments, including marketing, product development, and customer support. Ensure that everyone is aligned in addressing customer feedback and improving CX.
Continuous improvement
Implement a feedback loop with QuestionPro to monitor and measure CX improvements consistently. Adjust your strategies and actions based on ongoing customer feedback to drive continuous improvement in your CX initiatives.
By following these steps and leveraging QuestionPro’s NPS capabilities, you can enhance your CX strategies, boost customer satisfaction, and drive long-term customer loyalty. The key is to use Net Promoter Score surveys as a tool for understanding your customer’s needs and preferences and then taking actionable steps to meet and exceed their expectations.
