15 Best NPS Software & Tools [2024]

Understanding your customers’ satisfaction levels is crucial for retaining them, enhancing their experience, and developing their loyalty. One effective method for understanding and managing these aspects is through the use of NPS software.

In today’s article, we’ll thoroughly explore all aspects of using NPS tools as part of your customer satisfaction strategy. Additionally, we’ll share a curated list of what we consider to be the best options available in the market, each with its key features to help you select the one that best fits your needs.

What is the Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a simple way for companies to determine how much their customers like them, and NPS software helps with that. It asks customers one key question on a scale from 0 to 10.

Based on their answers, customers fall into three groups:

• Promoters (big fans)
• Passives (satisfied but not super excited)
• Detractors (not happy).

The NPS is then calculated by subtracting the Detractor’s percentage from the Promoter’s percentage.

NPS software helps you understand whether customers are likely to say good things about you. A higher NPS is usually a good sign, showing that more customers are happy and willing to recommend the company to others.

What is NPS Software?

NPS Software allows companies to check in with their customers. The simple way to understand it is by asking a simple question: “How likely are you to recommend our product or service to a friend?” Customers answer on a scale from 0 to 10. An NPS Software allows us to do this more efficiently.

These platforms help businesses understand if customers are happy and likely to spread the word. It’s a way for companies to see how well they’re doing and where they can make things even better.

NPS software helps gather and analyze feedback using Net Promoter Score (NPS) surveys. These tools make it easy for companies to measure customer satisfaction and loyalty by asking a simple question in an NPS survey.

NPS survey tools typically automate the survey process, collect customer feedback, and provide detailed reports and analysis. Based on their scores, they often categorize respondents into Promoters, Passives, and Detractors.

Some popular NPS Software offers additional features like customizable surveys, real-time feedback, and integration with other customer relationship management systems. These tools help businesses understand their Net Promoter Score, identify improvement areas, and track customer loyalty changes over time.

Top 15 NPS Software To Boost Your Customer Loyalty

NPS tools have become essential allies for organizations striving to ensure customer satisfaction while fostering loyalty. This demand has led to various options offering different approaches and features. To help you navigate these choices, we’ve compiled a list of the top 15 platforms for measuring your Net Promoter Score and boosting customer satisfaction.

01. QuestionPro CX

QuestionPro is a user-friendly and versatile NPS survey tool designed to simplify the process of measuring and improving customer loyalty. This NPS survey platform allows businesses to effortlessly create and analyze NPS surveys. The tool offers customizable surveys, real-time analytics, multilingual support, and easy integration with other business tools.

Best Features:

• Customizable Surveys: Create NPS surveys to align with your brand.
• Real-time Analytics: Instant NPS feedback for quick insights.
• Multilingual Support: Reach a diverse audience seamlessly.
• Easy Integration: Connects smoothly with other business tools.

Pros:

• Simple for both survey creation and analysis.
• In-depth insights with powerful reporting features.
• Various plans to suit different businesses.
• Supportive assistance for users.
• Regularly adds new features and improvements.

Cons:

• Some advanced features require an upgrade.
• Advanced features in higher-tier subscription.

Pricing:

• Starts at $99 per user per month.

02. SurveySparrow

SurveySparrow stands out with its conversational approach to surveys, making NPS collection engaging for survey respondents. It offers a unique blend of simplicity and advanced features, making it a versatile choice for businesses.

Best Features:

• Conversational Surveys: Engaging and personalized survey experience.
• Advanced Reporting: In-depth analytics for comprehensive insights.
• Multi-channel Distribution: Reach a wider audience through multiple channels.
• Mobile-friendly Design: Ensures a seamless experience on mobile devices.

Pros:

• Engages respondents effectively.
• Intuitive design for easy navigation.
• Options for businesses of all sizes.

Cons:

• Access to full functionality may require an upgrade.
• Limited customization options.

Pricing:

• The business plan starts at $79 monthly.

03. SurveyMonkey

SurveyMonkey is a veteran in the survey tool arena, known for its versatility. It provides businesses with a comprehensive nps platform for creating, distributing, and analyzing NPS surveys.

Best Features:

• Extensive Customization: Tailor surveys to specific requirements.
• Integration with Business Tools: Strong connection with popular platforms.
• Benchmarking: Compare performance against industry standards.
• Robust Analytics and Reporting: Comprehensive insights for informed decision-making.

Pros:

• Diverse templates for various survey types.
• Options for businesses of all sizes.
• Continuously improves features based on user feedback.

Cons:

• Full functionality is available in premium plans.

Pricing:

• Starts at $25 per user per month for the Standard plan. Advanced and Premier plans available with custom pricing.

04. Qualtrics

Qualtrics goes beyond being just an NPS tool; it’s a comprehensive customer experience management platform. With a focus on advanced analytics, it caters to businesses seeking a holistic solution.

Best Features:

• Advanced Analytics: In-depth analysis and reporting tools.
• Journey Mapping: Understand the entire customer experience.
• Customizable Dashboards: Real-time insights with personalized dashboards.
• Integration with CRM Systems: Connects seamlessly with other business systems.

Pros:

• Suitable for businesses of all sizes.
• Adaptable to the growing needs of your business.
• Comprehensive support.

Cons:

• Pricing may be on the higher side compared to some tools.

Pricing:

• Custom pricing is available upon request.

05. Qualaroo

Qualaroo is a customer feedback software and differentiates itself by focusing on gathering qualitative insights through NPS surveys. It provides businesses with a deeper understanding of customer sentiments through targeted micro-surveys and integration with analytics tools.

Best Features:

• Targeted Micro-Surveys: Tailor surveys for specific user segments.
• Integration with Analytics Tools: Comprehensive nps data for holistic insights.
• Flexible Survey Targeting: Reach specific user groups effectively.

Pros:

• Reach specific user groups effectively.
• Deep insights into customer sentiments.
• Automated feedback collection.

Cons:

• Limited customization in survey design.
• Some features require technical expertise.

Pricing:

• Custom pricing is available upon request.

06. Hotjar

Hotjar combines NPS survey capabilities with heatmaps and session recordings, offering businesses a comprehensive view of customer interactions. It excels in providing a visual representation of customer behavior.

Best Features:

• Visual Representation with Heatmaps: Understand user behavior visually.
• Session Recordings: Detailed analysis through recorded user sessions.
• All-in-One Platform: Comprehensive user feedback tools in one platform.

Pros:

• Easy to navigate and use.
• Cost-effective for small to medium-sized businesses.
• Connects with various business tools for enhanced functionality.

Cons:

• Limited survey customization.

Pricing:

• The business plan starts at $80 per month.

07. CustomerGauge

CustomerGauge is designed specifically for managing and improving customer experience, with a strong focus on NPS measurement. It stands out with its closed-loop feedback system.

Best Features:

• Monitors Customer Loyalty and Retention: Focus on long-term customer relationships.
• Closed-Loop Feedback: Immediate issue resolution through automated actions.
• Integration with CRM Systems: Seamless nps data flow for enhanced customer insights.

Pros:

• Specialized in NPS and customer experience.
• Robust analytics and reporting.

Cons:

• Pricing may be higher.
• Some features require customization.

Pricing:

• Custom pricing is available upon request.

08. AskNicely

AskNicely is known for its simplicity and effectiveness. It provides businesses with a straightforward NPS solution. With a focus on ease of use, it helps to look for quick and reliable feedback.

Best Features:

• Simplified NPS Survey Creation: Easy-to-use interface for quick setup.
• Real-Time Reporting: Immediate insights through real-time reporting.
• Integration with Popular Business Tools: Strong connection with existing systems.

Pros:

• Simple for both survey creation and analysis.
• Convenient management on mobile devices.
• Affordable pricing.

Cons:

• Limited customization options.
• Advanced features in premium plans.

Pricing:

• Custom pricing is available upon request.

09. NiceReply

NiceReply is designed to enhance customer feedback management, offering features for measuring customer satisfaction. With a user-friendly interface, automation of feedback collection, and real-time reporting, NiceReply ensures businesses receive immediate insights.

Best Features:

• Real-time Reporting: Immediate insights through real-time reporting.
• Customer Segmentation: Analyze feedback based on customer segments.
• Trend Analysis: Identify patterns and trends in customer feedback.
• Survey Distribution Channels: Reach customers through various communication channels.

Pros:

• Immediate insights through real-time reporting.
• Strongly connect with customer support systems.

Cons:

• Limited customization in the free version.

Pricing:

• Contact NiceReply for their pricing.

10. Survey Kiwi

Survey Kiwi is a user-friendly NPS tool that focuses on simplicity and ease of use. With features like customizable surveys, real-time analytics, and automated follow-up actions, Survey Kiwi caters to businesses looking for quick and reliable feedback.

Best Features:

• Customizable Surveys: Tailor surveys to align with your brand.
• Real-time Analytics: Instant feedback for quick insights.
• Automated Follow-up Actions: Streamline the feedback process.

Pros:

• Instant feedback for quick insights.
• Ready-made templates for quick survey creation.

Cons:

• Some advanced features may be limited in customization.
• Limited options for customizing the survey interface.

Pricing:

• Starts at $69 per month, billed annually for the gold plan.

11. Survicate

Survicate is a versatile survey tool offering NPS measurement and customer feedback features. With targeted surveys, real-time analytics, and integration capabilities, Survicate provides businesses with valuable feedback on customer sentiments.

Best Features:

• Real-time Analytics: Get immediate insights into survey responses.
• In-depth Reporting: Comprehensive analysis for meaningful insights.
• Continuous Updates: Regularly adds new features and improvements.

Pros:

• Provides immediate insights into nps survey responses.
• Offers comprehensive analysis features.
• Regularly adds new features and improvements.

Cons:

• Specific pricing details are not mentioned.

Pricing:

• Custom pricing is available upon request.

 12. Zonka Feedback

Zonka Feedback is a comprehensive feedback management platform with a focus on NPS surveys. Offering features such as customizable surveys, multi-channel feedback collection, and in-depth analytics, Zonka Feedback provides businesses with meaningful insights.

Best Features:

• In-depth Analytics: Analyze survey responses for comprehensive insights.
• Role-based Access Control: Manage permissions based on roles.
• Automated Follow-up Actions: Streamline customer responses based on feedback.
• Customizable Dashboards: Create personalized dashboards for real-time insights.

Pros:

• Get immediate insights into survey responses.
• Connect with other business tools for seamless nps data flow.

Cons:

• Some advanced features in the premium plan.
• Limited customization options.

Pricing:

• The professional plan starts at $99 per month.

13. SurveyLegend

SurveyLegend offers a user-friendly interface and a range of customization options, making it suitable for businesses of all sizes. With features like real-time reporting and customizable surveys, SurveyLegend empowers businesses to gather meaningful insights efficiently.

Best Features:

• Real-time Reporting: Immediate access to survey responses for quick analysis.
• Customizable Surveys: Tailor customer satisfaction surveys to match brand aesthetics and requirements.
• Mobile Compatibility: Access surveys on any device for maximum reach.

Pros:

• User-friendly interface for easy survey creation and management.
• Provides immediate access to survey responses.

Cons:

• Limited advanced features in basic plans.

Pricing:

• Pricing varies based on features and usage. Contact SurveyLegend for specific pricing details.

14. InMoment

InMoment is a comprehensive experience management platform that includes NPS measurement as one of its features. With robust analytics and reporting tools, InMoment enables businesses to gain deep insights into customer sentiments and behaviors.

Best Features:

• Advanced Analytics: In-depth analysis tools for comprehensive insights.
• Actionable Insights: Turn feedback into actionable strategies for improvement.
• Integration Capabilities: Connect seamlessly with other business systems for enhanced functionality.

Pros:

• Comprehensive platform for experience management.
• Provides meaningful insights for continuous improvement.

Cons:

• Pricing may be higher compared to some alternatives.

Pricing:

• Custom pricing is available upon request.

15. ProProfs Survey Maker

ProProfs Survey Maker offers a wide range of survey templates and customization options, making it suitable for various industries and use cases. With features like advanced reporting and survey branching, ProProfs Survey Maker helps businesses gather detailed insights from their NPS surveys.

Best Features:

• Survey Templates: Choose from a library of pre-made survey templates for quick setup.
• Survey Branching: Customize survey flow based on respondents’ answers for a personalized experience.
• Advanced Reporting: Access detailed reports and analytics for actionable insights.

Pros:

• Wide range of survey templates for different industries and purposes.
• Customizable survey branching for a personalized experience.

Cons:

• Some advanced features may require a higher-tier subscription.
• Limited customization options in basic plans.

Pricing:

• Contact ProProfs Survey Maker for specific pricing details.

Check out our latest blog at QuestionPro to learn about Customer Loyalty Software. It could change how you keep your customers coming back!

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

Net Promoter Score 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.

Benefits of Exploring NPS Software in Your Organization

One powerful tool that can significantly impact your organization’s success is the Net Promoter Score (NPS). Let’s explore the benefits of NPS software and how they can bring your business forward.

1. Give Customer-Centric Insights

NPS software is key to unlocking your customers’ thoughts and feelings. You gain valuable insights into customer satisfaction and loyalty by simply asking questions. This customer-centric approach helps you tailor your strategies to meet their expectations.

2. Pinpoint Improvement Areas

Every organization aims for improvement, and NPS Software serves as a guideline. They highlight specific areas that may need attention, primarily through customer feedback loop from Detractors. Whether it’s refining a product feature or enhancing customer service, the tools guide you toward making meaningful improvements.

3. Increase Customer Loyalty

At the heart of NPS is the measurement of customer loyalty. These tools enable you to track changes over time. It provides a clear picture of the effectiveness of your efforts in enhancing customer satisfaction. Happy customers are more likely to stick around, fostering loyalty and trust.

4. Benchmark for Success

NPS Software often offers the ability to benchmark your scores against industry standards or competitors. This external perspective allows you to boost your organization’s performance. These tools also identify areas where you can outshine the competition.

5. Retain Valuable Customers

Retaining customers is a top priority for any organization. Net Promoter Score Tools help you identify and retain Promoters who are satisfied and enthusiastic about your brand. Addressing the concerns of Detractors helps reduce customer churn.

6. Inform Strategic Decisions

Understanding what matters most to your customers enables you to align business strategies with their preferences. It ensures that your decisions resonate with the very people you aim to serve.

7. Build a Positive Brand Reputation

A positive NPS score contributes to a positive brand reputation. Satisfied customers are not just consumers; they become advocates, spreading positive word-of-mouth and establishing your brand image.

How to Choose the Right NPS Survey Tools for Your Business?

Understanding what your customers think about your products or services is like having a secret map to customer success. But with so many options available, finding the right one for your business can be a bit like finding a needle in a haystack. 

Fear not! Let’s break it down into simple steps to choose the perfect Net Promoter Software for your unique business needs.

• Clearly Define Your NPS Objectives

Start by determining why you want to use an NPS tool. Are you aiming to boost customer loyalty, reduce churn, or simply improve overall satisfaction? Knowing your goals will guide you in selecting a tool that aligns with them.

• Consider Your Budget

Money matters, and knowing how much you can invest in an NPS tool is essential. The good news is that NPS Software is available for various budget ranges. Understanding your financial limits will help you narrow down your options and make the decision-making process smoother.

• Look for User-Friendliness

Your team should find the NPS tool easy to use. Look for one with a user-friendly interface that won’t require extensive training. The smoother the integration into your daily operations, the more effective the tool will be.

• Check Integration Capabilities

Your business likely uses various tools and platforms. Ensure that the NPS tool can smoothly integrate with your existing systems, such as your customer relationship management (CRM) software. This integration ensures a streamlined workflow.

• Think About Scalability

Businesses grow, and so do customer needs. Pick an NPS tool that can grow with your business. Scalability ensures that the tool remains effective as your customer base expands, eliminating the need for frequent tool changes.

• Reporting and Analytics

The true power of NPS lies in the insights you can derive from the nps data. Look for a tool that provides clear and comprehensive reporting and analytics features. Understandable reports enable you to make informed decisions that positively impact your business.

• Evaluate Customer Support

A trustworthy Net Promoter Score tool provider offers reliable customer support. Investigate the support options provided, whether it’s training sessions, responsive customer support, or helpful resources. A supportive provider can make your customer journey much smoother.

• Take Advantage of Trial Periods

Many NPS Software offers trial periods. Use this opportunity to test the tool in a real-world setting. A trial allows you to assess the tool’s functionality and determine if it suits your business needs before making a commitment.

• Prioritize Security Measures

Customer data is sensitive. Ensure that the NPS tool meets robust security standards. Confirm that the tool prioritizes the confidentiality and integrity of the data it collects.

Why QuestionPro Can Be Your Best Choice As a NPS Software?

Finding the right NPS software is crucial for understanding and enhancing customer loyalty. Among a lot of options, QuestionPro CX emerges as a standout choice, offering a user-friendly experience coupled with powerful features. Let’s explore why QuestionPro could be the perfect fit for your NPS needs.

1. Versatility in Survey Creation

One of the strengths of QuestionPro is its versatility in survey creation. Whether you prefer a standard NPS survey or want to customize it to suit your specific needs, QuestionPro offers a range of options. From different question types to branding customization, the tool provides the flexibility to tailor surveys to your brand’s unique requirements.

2. Multi-Channel Distribution

Reaching your customers where they are is crucial for collecting meaningful feedback. QuestionPro supports multi-channel survey distribution, allowing you to connect with your audience through email, social media, websites, and more. This versatility ensures that you can gather nps responses from various touchpoints, providing a more comprehensive understanding of customer sentiment.

3. Real-Time Analytics

Instant access to feedback is vital for making timely business decisions. QuestionPro provides real-time analytics, enabling you to monitor NPS scores and comments as they come in. This feature empowers you to identify trends, address issues promptly, and capitalize on positive feedback in real-time.

4. Advanced Reporting Features

Understanding NPS data requires more than just raw numbers. QuestionPro offers advanced reporting features that allow you to dive deeper into your data. Visualizations, trend analysis, and segmentation tools provide a comprehensive view of customer satisfaction, helping you uncover actionable feedback for strategic decision-making.

5. Integration Capabilities

QuestionPro understands the importance of seamless integration with other tools your business may be using. Whether it’s CRM software, analytics platforms, or customer support systems, QuestionPro offers integrations that streamline data flow and enhance the overall efficiency of your processes.

6. Cost-Effective Solutions

Budget considerations are always a factor in business decisions. QuestionPro provides cost-effective solutions without compromising on features. Whether you are a small startup or a large enterprise, the tool offers scalable pricing plans to accommodate your business’s specific needs.

Conclusion

NPS software plays a key role in measuring and improving customer loyalty, which is vital for the overall success and growth of any business. These tools provide valuable insights into customer satisfaction. 

Choosing the appropriate NPS Software can significantly impact your ability to understand customer emotions and enhance their experience. Checking out these top 15 NPS Software can give you helpful info about how to make your customers happy and how your business grows.

Just pick the tool that fits your needs and start making customer loyalty better in a simple and effective way. QuestionPro is a top choice for businesses looking to elevate their Net Promoter Score strategy. Make the smart choice for your business by choosing QuestionPro for a smooth and insightful NPS experience.

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