Knowing how your customers truly feel about your product or service could be very important today and even in the future, in today’s fast-changing world.
NPS surveys, short for Net Promoter Score, come in here to measure customer satisfaction through how likely they are to recommend you to others.
A tool like an NPS simply helps one collect the views of their customers, analysis of these views, and subsequent action.
Whether you’re looking to improve customer loyalty, boost retention, or just get a clearer picture of how your customers view your business, NPS tools can help.
In today’s blog, we’ll talk about the top NPS Survey Tools, also breaking down what NPS survey solutions are, how they work, and why they’re a game-changer for businesses of all sizes.
What are NPS Survey tools?
NPS (Net Promoter Score) tools help businesses determine how happy their customers are and how likely they are to recommend their product or service.
This can be done by asking one question: “How likely are you to recommend us to a friend or colleague?” Customers answer on a scale of 0-10, which groups them into Promoters (super happy), Passives (satisfied but not thrilled), or Detractors (unhappy).
These tools help make it easy to send surveys via e-mail, SMS, or even apps, collecting feedback immediately, and providing clear reports for you to understand what is working and what needs to be fixed.
They can even help you follow up on unhappy customers to improve the experience of the unhappy ones and encourage your biggest fans to spread the word about your business. It is a great way to keep your customers happy and loyal.
The NPS score is calculated as:
NPS = % of Promoters – % of Detractors
NPS is used for:
- Track Customer Satisfaction: Monitor trends in customer happiness over time.
- Identify Promoters and Detractors: Pinpoint loyal customers who can advocate for the brand and dissatisfied ones who need attention.
- Improve customer experience: Address pain points identified by detractors, thereby enhancing overall service quality.
- Increase Retention and Loyalty: Reduce churn by engaging with unhappy customers and strengthening relationships with existing ones.
- Drive Referrals: Use insights gained from promoters to foster positive word-of-mouth marketing.
- Make Data-Driven Decisions: Use analytics and reports to prioritize business improvements based on real customer input.
Key features of NPS Survey tools
These features make NPS tools a powerful resource for understanding and improving customer relationships.
1. Survey Creation and Customization
NPS tools come with pre-built templates to help you create surveys quickly, but they also let you customize them to reflect your brand. You can tweak the question wording, add your company logo, and adjust the design to make the survey more engaging and consistent with your business identity.
2. Multi-Channel Distribution
These tools enable you to send the surveys via different channels: email, SMS, web pop-ups, or even in-app notifications. It means you can easily collect feedback from customers anywhere they interact with your business and make it more accessible for them to answer.
3. Real-Time Feedback Collection
Once a survey is sent, responses are collected and displayed instantly in a live dashboard. This real-time access helps businesses act quickly on feedback, especially for addressing issues raised by unhappy customers.
4. Analytics and Reporting
NPS tools are meant to provide detailed insights about what is being said, by splitting this feedback into Promoters, Passives, and Detractors. They allow for creating visual reports with graphs and trends to monitor the trajectory of your NPS in time and point out improvements.
5. Segmentation and Filtering
You can segment feedback by specific criteria, such as customer demographics, purchase history, or location, with segmentation features. This allows you to dig deeper into the data and tailor your strategies for different customer segments.
6. Follow-Up Automation
NPS survey tools let you set up automatic actions based on survey responses. For instance, you can send thank-you emails to Promoters, follow up with Detractors to resolve their concerns or notify your team about critical feedback for immediate action.
7. Integration with Other Tools
Most NPS tools integrate well with popular CRMs, customer support platforms, and marketing tools like Salesforce, HubSpot, and Zendesk. This ensures that your feedback data is synced across systems, making it easier to manage and act on.
8. Benchmarking and Comparison
Some tools enable you to compare your NPS with industry standards or competitors. This benchmarking helps you understand where you stand in your market and identify opportunities to improve customer satisfaction.
9. Actionable Insights and Recommendations
Advanced tools provide AI-driven insights that point out common customer pain points or areas of improvement. These actionable recommendations allow businesses to make data-driven decisions to improve customer experience and loyalty.
10. Scalability and Custom Logic
As your business grows, NPS tools can scale to handle larger customer bases and more complex surveys. You can also add custom logic to personalize survey flows, ensuring customers only see questions relevant to their experience.
11. Mobile and User-Friendly Interface
Most tools are mobile-friendly and have dashboards, so you can keep up with trends and feedback while on the move. All of these have user-friendly interfaces for creating surveys, analyzing results, and taking action on insights without too much trouble learning them.
List of Top 10 NPS Survey Tools
1. Survicate
Survicate is an easy-to-use survey tool. You can send NPS surveys via email, links, or directly on websites, desktop apps, and mobile apps.
The platform increases response rates by allowing embedding survey questions in email previews, making them accessible. You can create NPS surveys in seconds with no coding required, and track responses through an easy-to-navigate dashboard.
One of the standout features of Survicate is that it can enhance response rates by embedding survey questions in email previews, which allows users to access surveys in a more convenient and accessible manner.
It also supports native integrations with other CRMs, email marketing tools, and analytics software, which makes it a good option for businesses looking to streamline their feedback processes and improve customer satisfaction across different channels.
Best for:
- Businesses seeking multi-channel survey distribution (email, websites, apps).
- Teams that require a no-code solution to create and launch NPS surveys quickly.
- Companies using HubSpot or any other CRM looking for seamless integration.
- Organizations aiming to boost survey response rates through features like email preview embedding.
- Businesses that would like to analyze customer feedback in real time using an intuitive dashboard.
- Companies looking to centralize customer feedback from various touchpoints for better insight.
Pricing:
Free: 25 responses/month
Good: 250 responses/month
- Cost: €99/month
Better: 500 responses/month
- Cost: €149/month
Best: 1500 responses/month
- Cost: €249/month
Better Than The Rest: Custom yearly response pool
- Cost: From €299/month (custom pricing)
Website: https://survicate.com/
2. Qualaroo
Qualaroo is one of the best NPS survey tools and is used to help a business track customer satisfaction with ease and reduce churn.
It supports flexibility in the deployment of surveys across multiple platforms – web browsers, emails, in-app popups, and shared links.
The advantage of Qualaroo lies in the fact that it helps companies integrate NPS surveys into a wider customer research strategy.
Therefore, along with brand perception measurement and customer satisfaction gauge, marketing efforts could also be monitored to find out how effective they were for the target audience.
Ease of use is another one of the key features of Qualaroo. With its simple, intuitive interface, you can deploy in minutes using its easy-creation functionality, perfect for businesses looking for a quick and painless way to collect information.
Best for:
- Businesses of all sizes, who want to improve customer satisfaction and reduce churn, need actionable insights.
- Marketing teams who want to determine the effectiveness of the campaign and customer engagement.
- Product managers who require precise feedback about user experience and product perception.
- Customer success teams aim to track and improve customer loyalty by understanding satisfaction levels across various touchpoints.
- Companies using HubSpot, MailChimp, or Salesforce require hassle-free integration for smarter feedback and data analysis.
- Organizations that require flexibility with survey deployment, such that they can reach customers via multiple channels, including websites, emails, and apps.
Pricing:
Free: Upto 50 responses for micro-businesses and startups
Business: 100 responses/month for larger websites and established businesses $19.99/month
Website: https://qualaroo.com/
3. Survey Sparrow
Survey Sparrow is an omnichannel customer experience (CX) management software that provides a powerful NPS survey platform to help businesses uncover actionable insights related to customer loyalty.
It allows you to create dynamic lists and segment your respondents based on any criteria, helping you target specific customer groups for more tailored feedback.
You can also enrich your surveys by adding follow-up questions, which provide more detailed information about what drives each customer’s response, thereby giving you deeper insights into customer sentiments.
Survey Sparrow automates the distribution of surveys, allowing you to select the timing and frequency of your surveys, as well as specify which customers should receive them.
Best for:
- Customer experience teams in search of a holistic tool to administer and improve customer loyalty through precise NPS insight.
- The marketing teams seek to segment customers and target specific groups with personalized surveys to improve engagement.
- Businesses that want to make automation of survey distribution such that the surveys reach the appropriate clients at the right time.
- Product and customer success managers looking to understand the drivers of customer satisfaction and how to improve loyalty through follow-up questions and detailed responses.
- Companies of all sizes require an omnichannel platform to collect feedback across various touchpoints, such as web, email, and apps, for a single view of customer experience.
Pricing: SurveySparrow provides tailored pricing according to your specific needs. You can choose from several plans, including options for individuals and teams, differing in responses, users, and features.
Website: https://surveysparrow.com/
4. Zonka Feedback
Zonka Feedback is an all-in-one survey tool that manages NPS surveys for both customer and employee feedback in a holistic way.
It comes with user-friendly features like a WYSIWYG survey editor, multilingual surveys for greater reach, and more than 50 pre-built templates.
Advanced options, such as skip logic, reminders, and response limitations, are also supported to ensure high-quality data.
Zonka Feedback also integrates with more than 1,400 apps, allowing businesses to centralize feedback and streamline their processes. It is ideal for businesses of all sizes that require flexibility and customization in their surveys.
Best for:
- Businesses of all sizes wish to have a flexible yet customizable NPS survey instrument for measuring customer and employee satisfaction.
- Organizations need multilingual survey capabilities to engage a diverse audience.
- Teams that need centralized feedback management, with easy integration into existing apps and workflows.
- Businesses seeking the automation of feedback collection but at the same time with follow-up questions and customized branding.
Pricing:
- Free: 50 responses/month, web/email/links surveys, unlimited surveys, NPS, CSAT, and CES metrics.
- Starter (€49/month): 250 responses, multi-channel feedback (SMS, WhatsApp), 3 users, AI sentiments, CX automation, and integrations.
- Growth (€199/month): 1000 responses, advanced AI, white-labeling, dynamic user segments, and Salesforce add-on.
- Enterprise: Custom responses, AI-powered platform, tailored for large enterprises.
Website: https://www.zonkafeedback.com/
5. Survey Kiwi
Survey Kiwi is a survey and form builder that simplifies gathering NPS feedback through multiple platforms: SMS, email, and social media.
The intuitive survey builder means creating custom surveys is pretty straightforward and adding additional questions is very simple. Real-time notifications alert users as soon as a response has been submitted.
The analytics panel allows businesses to monitor NPS trends over time and set alerts for low scores, which enables fast action to address customer dissatisfaction and improve loyalty.
This tool is designed to streamline the collection of feedback and to enhance customer relationships effectively.
Best for:
- Small to medium-sized businesses looking for an easy, affordable way to gather customer feedback across multiple platforms.
- Teams requiring instant notification to react promptly in front of customer feedback, primarily low NPS scores.
- Companies seeking a user-friendly product for tracking NPS trends to help improve customer satisfaction with no complicated setup or training required.
Pricing: Survey Kiwi offers three pricing plans:
- Bronze: $9/month for 100 responses and unlimited campaigns/questions.
- Silver: $39/month for 1,000 responses and additional features.
- Gold: $69/month for 10,000 responses, with full access to features.
Website: https://surveykiwi.com/
6. SurveySensum
SurveySensum is AI-powered NPS software specifically designed for businesses in all industries, such as B2B, automotive, and SaaS.
It offers custom surveys and advanced features like AI-driven sentiment analysis, real-time ticketing, and industry-specific templates.
This tool provides more than just survey capabilities, offering CX consultation from experts to ensure businesses can take action on feedback.
This is perfect for mid-sized to large businesses seeking comprehensive customer experience management solutions.
Best for:
- Mid-sized to large businesses in various sectors that include B2B, automotive, retail, and SaaS.
- Companies looking for AI-powered CX solutions with actionable insights.
- Organizations requiring expert consultation on implementing NPS feedback and tailoring the surveys.
Pricing:
Free Plan:
- 25 responses per month
- 500 emails per month
- Unlimited surveys, users, and questions
Enterprise Plan:
- Monthly CX consulting
- Dedicated CX manager
- Contact sales for pricing details
Website: https://www.surveysensum.com/
7. AskNicely
AskNicely is a CX platform where businesses can collect customer feedback through customizable NPS surveys via multiple channels such as SMS, email, and websites.
It helps in tracking customer satisfaction and effort scores, which can be useful for improvement purposes.
AskNicely further offers an NPS ebook with original research to help companies improve their NPS scores and understand their customers better.
With easy survey creation and distribution tools, AskNicely streamlines the process of gathering and analyzing feedback, fostering stronger customer relationships and actionable improvements.
Best for:
- Businesses looking to streamline and automate the collection of customer feedback.
- Teams that need to track customer satisfaction and effort scores easily.
- Companies seeking actionable insights to better their NPS scores.
- Businesses require multiple channel feedback tools such as SMS, email, and website.
- Customer experience teams looking for research-backed resources to improve.
Pricing:
- Learn plan: From $449/mo, includes unlimited users, AI-powered surveys, automated workflows, and up to 12k responses annually.
- Grow plan: From $849/mo, includes everything in Learn, plus AI insights, real-time display, integrations with Slack and Teams, and review management.
- Transform plan: From $999/mo, adds advanced CX alignment tools for organization-wide improvements.
Website: https://www.asknicely.com/
8. Qualtrics
Qualtrics is a rich experience management platform that aids businesses in measuring and improving customer satisfaction through its NPS survey tool.
The tool enables the collection of feedback from various channels such as websites, chatbots, emails, and SMS.
It has features like Predict IQ, which analyzes NPS data along with operational insights to predict customer behavior and reduce churn. Qualtrics offers role-based dashboards to team members for accessing relevant information.
The acquisition of Delighted adds an AI-driven NPS survey tool designed for startups, enhancing their customer experience capabilities.
Best for:
- Best for medium to large businesses looking for advanced customer experience management.
- Uses predictive analytics through features like Predict IQ
- Multi-channel NPS to follow and optimize the customers’ loyalty
- Role-based dashboards give teams tailored insights.
- Aims to reduce churn and increase customer satisfaction across touchpoints
- Suitable for businesses looking to get deeper, data-driven insights about customers.
Pricing: Qualtrics offered 3 plans, contact sales for pricing details
- XM for Customer Experience
- XM for Employee Experience
- XM for Strategy & Research
Website: https://www.qualtrics.com/
9. Thermostat
Thermostat is an easy NPS software for businesses wanting to measure customer loyalty by taking simple one-question surveys.
It has an optional feedback box for more context, and businesses can see all NPS data in one place, filter the results, and compare them.
Businesses can send out their surveys through email, pop-ups on websites or apps, links, or API integrations, such as Zapier.
The thermostat also allows companies to respond to feedback, share results with teams, and even customize surveys to mirror their brand. It’s a great tool for simple, actionable customer insights.
Best for:
- Small to mid-sized businesses.
- Companies that need easy-to-craft and customizable NPS surveys.
- Teams require real-time feedback and data analysis that is free of complex settings.
- Businesses looking for easy integration with platforms like Zapier.
- Organizations that are looking for rapid insights and responses to customer feedback.
Pricing: The pricing for Thermostat's NPS software varies across four plans:
- Free: For one user, with basic features.
- Pro: $49/month for up to 5 users with additional features.
- Premium: $99/month for up to 5 users with advanced options.
- Enterprise: $199/month for up to 25 users, designed for large teams with expanded capabilities.
Website: https://thermostat.io/
10. SurveyMonkey
SurveyMonkey is a popular tool for creating customizable NPS and customer experience surveys.
It features a pre-built NPS template with the option to add follow-up questions to gather more detailed insights. Users can also embed an NPS question within other surveys, which offers versatility in survey deployment.
SurveyMonkey supports multiple distribution channels, making it easy to send surveys via email, link, or other platforms.
The results are immediately displayed in a gauge chart, which allows businesses to track customer satisfaction and loyalty.
Best for:
- SurveyMonkey is a good tool for businesses of all sizes because it is a highly customizable and versatile platform for gathering customer feedback. It is very useful for companies that need flexibility in survey distribution, such as NPS surveys across multiple channels (email, web, etc.).
- With detailed reporting features, teams can easily analyze data, which makes it perfect for companies looking for actionable insights to improve customer experience and loyalty.
- It’s a perfect solution for businesses seeking an intuitive way of gathering and analyzing feedback at various touchpoints.
Pricing: SurveyMonkey offers 3 plans
- Team Advantage: ₹1,550/user/month, with features like 50,000 responses/year, unlimited survey analysis, custom branding, and 24/7 support.
- Team Premier: ₹3,800/user/month, adding up to 100,000 responses/year, phone support, click map data visualization, and advanced logic tools.
- Enterprise: Tailored to larger organizations with powerful admin tools and integrations, ideal for large-scale survey distribution and analysis.
Website: https://www.surveymonkey.com/
Who Should Use These Tools and Why?
NPS tools are versatile and valuable for any organization aiming to build strong customer relationships and enhance loyalty. Here’s a list of businesses that benefit from such tools:
- Startups: Startups can collect early customer feedback through NPS tools and know how well their product or service is meeting customers’ expectations. By getting to know who the promoters and detractors are, startups can make improvements to their offerings, enhance customers’ experience, and ultimately build loyal customers during critical growth stages.
- SMBs: NPS tools are beneficial for SMBs because they are affordable as well as efficient means of calculating customer satisfaction and loyalty. They enable SMBs to find key areas of improvement, increase customer retention rates, and take action regarding which business to grow, focusing on happy customers who refer their friends.
- Enterprise: Large organizations use NPS tools that keep monitoring customer sentiment throughout multiple points of contact and functions. These organizations can assess trends and compare performance across functions by leveraging data-informed choices and ensuring loyalty for extended periods with high volumes of heterogeneous customers.
- Customer Success Teams: Customer success teams rely on NPS tools to understand client satisfaction and predict churn risks. These tools help them proactively engage with unhappy customers, resolve issues, and foster stronger relationships, ultimately improving customer retention and lifetime value.
- Sales and Marketing Teams: Through the NPS, sales and marketing professionals find promoters of the brand. These will be more likely to place positive reviews, give out referrals, or even share their cases in testimonials – all great means of boosting trust and eventually bringing about new customers.
- Product Teams: For product managers and teams, NPS survey tools indicate how well a product is addressing the needs of customers. Feedback from detractors may point out pain points. Input from promoters can steer feature development and innovation towards ensuring that the product will evolve to meet market demand.
- Service and Support Teams: NPS tools help customer support teams measure the quality of their interactions with customers and enhance customer service. Feedback is used to find gaps in the support processes and ensure that customers experience a consistent, positive encounter.
- Human Resources: Other organizations use NPS tools to measure internal employee satisfaction, called eNPS or Employee Net Promoter Score. Engaged and satisfied employees are likely to give positive contributions toward customer satisfaction, creating a cycle of success for the business.
Why Use NPS Survey Tools?
- Customer-Centric Decisions: Direct feedback enables businesses to prioritize improvements that matter most to their customers.
- Early Problem Detection: Identify dissatisfaction quickly to prevent customer churn and resolve issues proactively.
- Revenue Growth: Promoters are loyal customers who bring repeat business and attract new customers through recommendations.
- Continuous Improvement: Regular feedback cycles ensure that businesses stay aligned with customer needs and market trends.
- Scalable Solutions: As businesses grow, NPS tools can scale to handle larger datasets and more complex insights.
How to Select the Right NPS Survey Tool?
Choosing the best NPS survey software for your business involves assessing your needs, comparing features, and ease of use. Here is a step-by-step guide:
1. Know Your Objectives
Why do you want to use NPS software? Are you looking to improve customer retention, track loyalty trends, or gain actionable feedback for product development? Clear objectives will help you choose the right software with the features that suit your needs.
2. Assess Features
Look for the following key features:
- Survey Customization: The ability to customize surveys to fit your brand.
- Multi-Channel Distribution: The ability to send surveys via email, SMS, in-app, or website.
- Real-Time Feedback: Instant access to responses for quick action.
- Analytics and Reporting: Comprehensive dashboards with visual insights.
- Automation: Tools to automate follow-ups or alerts based on customer responses.
- Integrations: Compatibility with your existing CRM, customer support, or marketing tools.
3. Consider Ease of Use
The software should be intuitive in how it helps you to create a survey, collect responses, and then get the results without demanding one to have advanced technical experience.
4. Test for Scalability
Ensure a tool that will accommodate scaling up as your business gets bigger and bigger with larger datasets and more complex requirements.
5. Budget and Pricing
Compare pricing plans and features to ensure the software fits your budget. Many tools offer free trials or basic plans for small businesses, while advanced features may require premium subscriptions.
6. Security and Compliance
Ensure the software complies with data protection regulations like GDPR or CCPA to safeguard customer information.
7. Customer Support
Check for responsive customer support, tutorials, and resources to assist you in maximizing the tool’s potential.
8. Read Reviews and Testimonials
Find reviews and case studies from other users to get a better idea of how the software performs in the real world and whether it’s suited for businesses like yours.
9. Try Before You Buy
Most NPS tools offer free trials or demos. Test the software to see if it aligns with your goals, offers the features you need, and feels user-friendly.
Conclusion
In a nutshell, NPS survey tools are of immense value to businesses that want to measure and enhance customer loyalty.
By giving real-time feedback, actionable insights, and automated follow-ups, these tools help companies identify strengths, address weaknesses, and foster long-term relationships with their customers.
Be it a startup or an enterprise, the right NPS tool can drive growth, improve customer satisfaction, and build a loyal customer base.
With the right features, integrations, and support, NPS tools empower businesses to stay customer-focused and continually improve their offerings.
FAQs
Can NPS survey software integrate with other systems?
Yes, many NPS tools can integrate with your existing CRM, customer support, and marketing platforms (e.g., Salesforce, HubSpot, Zendesk) to streamline workflows and centralize customer feedback data.
How often should I conduct NPS surveys?
The frequency of NPS depends on your business model, but for ongoing customer relationships, quarterly or bi-annual surveys are common and you can send surveys after some major customer interactions or milestones for more targeted feedback.
Can I use NPS survey solutions for employee feedback (eNPS)?
Yes, a lot of NPS survey tools allow the gathering of employee feedback through eNPS (Employee Net Promoter Score) surveys. Like customer NPS, the score measures employee satisfaction and engagement, and companies can handle internal issues by improving the work environment.
How to interpret NPS score?
The NPS score ranges from -100 to +100. Anything above 0 is typically considered positive, with anything above 50 excellent. Anything between 0 and 50 is acceptable but indicates potential for improvement, while anything below 0 may indicate major issues that need to be looked into immediately.
How do I get more responses to my NPS surveys?
Make the survey short and easy to fill out, offer incentives or rewards for participation, and ensure that the survey reaches the customers at the right time- perhaps right after a purchase or customer service interaction using multiple channels for distribution.
