Home » Net Promoter Score » 13 best NPS tools to use in 2021 [updated]
NPS or Net Promoter Score how ever you want to call it, has grown quickly in popularity in the past few years. In the early days of Net Promoter Score measurement, the implementations usually were done by sending emails or other messages manually and by keeping score in different excel files.
Over the years as the need for more sophisticated ways to measure NPS has grown, a lot of different platforms have developed to fulfill that need. And most needs related to measuring and analysing NPS can now be easily implemented with different software’s.
The problem for most decision makers is actually in choosing the right tool, instead of using too much resources for manual work. There is 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.
The most important factor to consider is your use case and in your use case the complexity the tool has to be able to cope with. If you just want to measure NPS from your customer base you should probably use some tool that is really simple to use, but does not have a lot of extra functionality for analysing different segments or parts of customer journey.
On the other hand if you are looking for a one stop solution to really analyse 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.
Trustmary’s core business is not actually measuring NPS, but it is included in all of their packages. Trustmary helps you get more feedback, find the happy customers from your customer base and convert more sales with the reviews you get from the happy customers from your website.
There is ready made templates for measuring NPS while you gather feedback and simple automations, for asking more questions from detractors for example.
Promoter.io is a software 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 try it for free and see if you like it.
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.
Lumoa is an AI powered Customer experience platform that helps you automatically track and act based on customer insights. It is still relatively small startup compared to biggest ones on this list but developing quickly.
Hotjar is the tool on the list that no-one really thinks of as a NPS tool. As NPS is just a small part inside of it, most don’t even use. Hotjar is probably most well known for heatmaps and screen recording functionalities.
Retently is a software that focuses especially on NPS and as they focus on it, they do it well. Outside of NPS it does not do a lot and does not necessarily allow you to customise stuff you would like if you are not specifically focused on NPS.
Nicereply helps companies get more customer feedback with Customer satisfaction score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).
Survicate is a survey and NPS software that allows you to send surveys by email, in chat or with link practically in any channel. It also allows targeted surveys on website and different apps. Free plan includes 100 surveys per month.
SurveySparrow focuses on surveys as it name says. NPS is one form of measurement it allows.
Wootrics is machine learning powered platform for gathering insights from customers and employees. With it you can gain insights from different parts of customer journey.
Qualtrics is one of the biggest players in the field and is mainly focused on enterprise level customers, though can be also used by smaller companies. A lot of mixed reviews online about Qualtrics in general, some love it some hate it, decide for yourself.
“The simplest NPS tool on the market.” As they say it themselves. It is pretty clear what they do well and who they don’t fit. If you want to simply measure NPS it is good. If you want something else also, probably not the right fit for you.
Yesinsights is a tool that allows you to create simple one question surveys including NPS surveys. Yesinsights focus on one just getting answer to one question is limiting, but also good to some cases. If you don’t want anything extra, YesInsights is definitely an option.
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 your customers’ experience within your store avoiding misleading NPS data and providing accurate analytics about your customers voice.
In conclusion from NPS softwares in 2020
There is a lot different platforms to choose from, but the best platform depends completely on the use case. We can recommend Trustmary if you just want simple tool for measuring NPS, but more complex cases that require advanced CX-analytics there is a lot of better options to choose from.
Hopefully you found this listing useful, if you have any feedback, you can message me at aleksi.halsas(at)trustmary.com.