13 Best NPS Tools to Use
Pasi IsomäkiLast edited: November 18th, 2024
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NPS or Net Promoter Score, however you want to call it, has gained popularity in the past few years.
I had a look at NPS software, and compared them, so you don’t have to.
Read my summary, pick the best for you, and send NPS surveys to gauge customer satisfaction.
What Is Net Promoter Score (NPS)
As you’ve already landed here from a search engine, you probably know what NPS is.
Let’s get us on the same page.
Background of Net Promoter Score
In the early days of Net Promoter Score measurement, the implementations were done by sending emails or other messages manually and by keeping scores in different Excel files.
Over the years as the need for more sophisticated ways to measure NPS has grown, a lot of different NPS platforms have developed to fulfill that need. Most needs related to measuring and analyzing NPS can now be easily implemented with different software.
The problem for most decision makers is actually in choosing the right NPS survey tool, instead of using too much resources for manual work.
There are a lot of different platforms that have their pros and cons with very different price points, and it might be quite difficult to decide between different options.
NPS Surveys
Net Promoter Score is a customer satisfaction metric that is used to measure customer loyalty and satisfaction. In case you need a refresher on what NPS means, here is a brief recap of the tool:
NPS surveys are based on the NPS question “How likely are you to recommend us to your friends or colleagues?” The customer answers the question on a scale from 0 to 10, and the final score is reported as a number between -100 and 100.
Because of the simple reporting method, it is easy to track your progress.
After the initial question, there’s one or more follow up questions that are designed to get open ended feedback.
If you want to read more about how NPS is measured, calculated, and benchmarked, see our definitive guide to NPS.
This article helps you with choosing suitable NPS software tools for your company.
Key Factors to Consider in NPS Survey Tool
The most important factor to consider is your use case and the complexity the NPS tool has to be able to cope with.
If you just want to measure NPS from your customer base you should probably use a tool that is simple to use but does not have a lot of extra functionality for analyzing different segments or parts of the customer journey.
On the other hand, if you are looking for a one-stop solution to really analyze your customer experience in different segments of your customer base and in different parts of your customer journey, you should choose a tool that’s main functionality is actually in the analytics part.
The main mistake companies make is to choose a really complex tool even though their needs are simple, or vice versa, choosing a tool that does not have the key functionalities needed.
Here are some features that are a must even in a basic NPS solution:
- NPS templates
- Possibility to ask for open feedback
- Customization options
- Multiple channels for survey distribution
- Enough capacity for all your NPS surveys
- Storing the survey responses
- Automating and scheduling surveys
- Basic reporting and analytics
Some “nice-to-have” features include:
- Smart analytics
- Integrations
- Advanced segmentation
- Brand personalization
- Other templates
- Flexible survey builder
- Feedback survey keyword tagging
- Different metrics: NPS, CSAT, CES, star rating
As with any product: the more advanced the features, the greater the price. You have to find a balance between your budget and the functionalities you need.
13 (+2) best NPS tools in 2024
Our list includes 13 + 2 best NPS survey tools, which will be introduced more thoroughly in the upcoming sections:
- Trustmary
- Promoter.io
- Delighted
- Lumoa
- Hotjar
- Retently
- Nicereply
- Survicate
- SurveySparrow
- Wootric
- Qualtrics
- SatisMeter
- YesInsights
- Reveal by Omniconvert
- Zonka Feedback
Let’s get started with the descriptions.
1.Trustmary
Trustmary’s core business is collecting and showcasing testimonials, but Net Promoter Score measurement is included in all packages.
With Trustmary, you can:
- Get more feedback (NPS, CSAT, CES, open feedback)
- Find happy customers from your target audience, and
- convert more sales with the reviews you get
Trustmary offers ready-made survey templates for measuring NPS and other common customer satisfaction metrics, as well as simple automation options for asking more questions from detractors.
You can switch it up by using a chatbot NPS survey or collecting open feedback in video form.
Pros:
- Simplicity
- Automation
- Includes many other features, such as testimonial collection
- User friendly
- Support available in app and via email
- You can also measure employee satisfaction with the handy employee NPS feature
- Omnichannel survey distribution:
- In app surveys as popups
- Email embeds
- Website embeds
- WhatsApp surveys
- Survey link
- QR code surveys
- Great alternative to Salesforce NPS!
Cons:
- Integrations can be hard to build on your own (but you’ll get help, if needed!)
Pricing:
- Starting from $24/month.
2.Promoter.io
Promoter.io is an NPS software tool that helps you gather customer feedback using the Net Promoter System. It allows automatic scheduling, drip surveys, customer segmentation, lifecycle NPS measurement, and a lot of other useful features.
If you are looking for a comprehensive solution, it is definitely something you should try. You can start a free trial first and see if you like it.
Pros:
- Specialized in NPS
- Segmentation
- Scheduling
Cons:
- Not the simplest tool
- Focuses especially on NPS, limited in that sense
Pricing:
- Starting from 199$/month
3. Delighted
Delighted is a customer feedback collection and survey tool that includes NPS.
NPS is just one of the measurements it has, but you could argue it is the most important one. It has quite comprehensive integrations, a lot of automatization for NPS measurement and analytics, and a lot of other cool stuff.
Pros:
- Integrations (though not all of them work super well, based on reviews online)
- A lot of different metrics aside from NPS
- Specifically made for measuring customer experience
Cons:
- Focus extensively on customer experience
- Measuring NPS across multiple product lines, not the easiest to implement
Pricing:
- Starting from 0$/month
4. Lumoa
Lumoa is an AI-powered Customer experience platform that helps you automatically track and act based on customer insights. It is still a relatively small startup compared to the biggest ones on this list but developing quickly.
Pros:
- AI based translations to gain insights from different languages
- Fast implementation
- Developing quickly based on customer feedback
Cons:
- Misses many nice to have functionalities bigger tools have
Pricing:
- Not public
5. Hotjar
Hotjar is the tool on the list that no one really thinks of as an NPS tool. As NPS is just a small part inside of it, most don’t even use it.
Hotjar is probably most well known for heat maps and screen recording functionalities.
Pros:
- Has a lot of other features aside from NPS surveys
- Allows you to gain also practical insights on what the customers do, instead on what they say they do
Cons:
- Not specifically made for NPS measurement
- Missing a lot of features related to analyzing and segmenting NPS
Pricing:
- Starting from 0$/month
6. Retently
Retently is a software that focuses especially on NPS, and they do it well. Outside of Net Promoter Score it does not do a lot and does not necessarily allow you to customize things you would like to.
Pros:
- NPS Measurement
- Ease of use
Cons:
- Not very flexible outside NPS
Pricing:
- Starting from 49$/month
7. Nicereply
Nicereply helps companies get more customer feedback with Customer satisfaction score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).
Pros:
- Easy of use
- Reward features
- Pricing
Cons:
- Not the most intuitive to use
- Limited outside the key features
Pricing:
- Starting from 39$/month
8. Survicate
Survicate is a survey and NPS software tool that allows you to send surveys by email, chat, or with links practically in any channel. It also allows targeted surveys on websites and different apps.
The free plan includes 100 surveys per month.
Pros:
- Free version
- Easy to setup
- Surveys
Cons:
- Hard to navigate all answers
- Pop up surveys can be irritating
Pricing:
- Starting from 0$/month
9. SurveySparrow
SurveySparrow focuses on surveys as its name says. NPS is one form of measurement it allows.
It also helps you predict trends and develop smarter plans.
Pros:
- Open integrations
- Chat based surveys
- Comprehensive survey options in general
Cons:
- Some people have trouble with customer support
- Lack of email marketing features (reminders etc)
Pricing:
- Starting from 199$/month
10. Wootric
Wootric is a machine learning-powered platform for gathering insights from customers and employees. With it, you can gain insights from different parts of the customer journey.
Pros:
- Integrates with systems like Intercom, Hubspot and Salesforce
- Not too complex, but has most of the functionalities you need
Cons:
- Tagging not very intuitive
- Interface in general not the best
Pricing:
- Starting from 89$/month
11. Qualtrics
Qualtrics NPS is one of the biggest players in the field and is mainly focused on enterprise-level customers, though it can be also used by smaller companies.
There are a lot of mixed reviews online about Qualtrics in general. Some love it, some hate it. Decide for yourself.
Pros:
- All in one platform
Cons:
- Customer support slow to respond
- Not very flexible
- Can be expensive
Pricing:
- Not public
12. SatisMeter
Satismeter is “the simplest NPS tool on the market”, as they say. It is pretty clear what they do well and who they don’t fit.
If you want to simply measure NPS, this tool is alright. If you want something else also, probably not the right fit for you.
Pros:
- Good for simple NPS measurement
- Simple to use
Cons:
- Does not have any extra functionalities
- You probably need separate tools for different functions
Pricing:
- Starting from 49$/month
13. YesInsights
Yesinsights is a tool that allows you to create simple one-question surveys including NPS surveys.
YesInsights focus on just getting an answer to one question is limiting, but also good in some cases. If you don’t want anything extra, YesInsights is definitely an option.
Pros:
- Simple
- Email surveys
- Website surveys
Cons:
- Does not have a lot of extra functionality like sms…
Pricing
- Starting from 20$/month
14. Reveal by Omniconvert
Reveal by Omniconvert is the first Customer Value Optimization Platform for Shopify merchants. Reveal is the only software that tracks NPS pre and post-delivery, and by doing so, it exposes accurate data about the customer experience within your store avoiding misleading NPS data and providing accurate analytics about your customers voice.
15. Zonka Feedback
Zonka Feedback, an award-winning customer feedback SaaS, can provide you with detailed NPS reports such as Insights, Trends, Text Analysis, and more, as well as drill down and filter the reports and assign relevant team members to address any issue(s) raised by a detractor. This option is critical for taking action, resolving issues, and closing the feedback loop in order to improve the customer experience.
Pros:
- Get customer feedback via NPS, CSAT, and CES.
- Create your surveys in less than 5 minutes.
Cons:
- Limited background options.
Pricing:
- The paid plan starts from $24.
Summarizing the Best NPS Softwares in 2024
Next steps for you could be:
- Evaluate Needs: Assess your business’s specific NPS requirements, such as survey channels, customization, and reporting needs.
- Compare Tools: Review the pros, cons, and pricing of the 13 NPS tools mentioned to find the best match.
- Start Trial: Sign up for free trials or demos of the shortlisted tools.
- Gather Feedback: Test the tools with a small group of customers to gather initial feedback.
- Implement in Daily Use: Choose the tool that best fits your needs and integrate it into your customer feedback process.
NPS is a great metric for measuring customer loyalty and helps you benchmark your success against competitors as well as yourself.
There are a lot of different platforms to choose from, but the best NPS software for your needs depends completely on the use case.
We can recommend Trustmary if you want a simple tool for measuring NPS and collecting customer testimonials. Trustmary enables the use of customer feedback and NPS in marketing, and with its CRM integration options, it makes a great tool for following customer relationships.
In more complex cases that require advanced CX analytics, there are more advanced options to choose from.
Don’t forget to check our list of 5 best NPS software for 2024!
FAQ
What is the best NPS tool?
The best NPS tool for your business is one that is in line with your budget and includes all functionalities that you need. Sometimes, all you need is a simple survey builder, while other times you are looking for intelligent analytics and extensive reporting. In this article, we have explored several NPS survey tools and who they work for the best.
What are key functionalities of NPS measurement tools?
- Survey Creation: Build and customize NPS surveys easily.
- Multi-Channel Distribution: Send surveys via email, SMS, web, and social media.
- Automation: Automate survey distribution and follow-ups.
- Real-Time Reporting: Get instant insights and track NPS scores over time.
- Integration: Connect with CRM, helpdesk, and other business tools.
- Data Analysis: Analyze responses with advanced analytics and segmentation.
- Benchmarking: Compare your scores against industry standards.
Pasi Isomäki
Pasi Isomäki is a Customer Success Manager at Trustmary. He is especially known for his ability to nurture customer relationships. With a background in Sales, he also knows how to win over new customers.