NPS or Net Promoter Score, however you want to call it, has gained popularity in the past few years.
Net Promoter Score is a tool 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 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.
If you want to read more about how NPS is measured, calculated, and benchmarked, see our definitive guide to NPS.
In the early days of Net Promoter Score measurement, the implementations 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 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.
This article helps you with choosing suitable NPS software tools for your company.
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:
Some “nice-to-have” features include:
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.
Our list includes 13 + 2 best NPS survey tools, which will be introduced more thoroughly in the upcoming sections:
Let’s get started with the descriptions.
Trustmary’s core business is collecting and showcasing testimonials, but Net Promoter Score measurement is included in its Pro package.
With Trustmary, you can:
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.
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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.
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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.
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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.
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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.
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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.
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Nicereply helps companies get more customer feedback with Customer satisfaction score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).
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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.
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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.
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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.
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Qualtrics 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.
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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.
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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.
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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.
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.
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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 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 2022!
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?