NPS survey software is a means by which you can calculate customer satisfaction with your product or service.
For software companies (SaaS or otherwise), net promoter score software offers a quick, efficient way to gauge whether or not your customers will champion you on the web and elsewhere. It can also help prevent customer churn, whereby existing customers are lost because of unpleasant experiences.
The NPS system is designed to distill all customer feedback into one actionable question: Would you recommend [product/service] to others?
NPS results in a score between -100 and 100 that gauges how likely your customers are to recommend you to others—a vital part of building your brand reputation. Even a market leader won’t typically hit that coveted +100 mark, though; the average across industries is an NPS of around +32, so keep that in mind when setting your NPS benchmark.
Why Is NPS Important?
NPS is a valuable metric for SaaS companies because it can:
Reveal pain points for your customers
Give you a chance to follow up with disappointed users
Help you see what services are most valued
Give you ideas for future product direction
There are many different ways to collect and make sense of customer feedback. Net promoter score software and NPS survey tools are one way to do this. This article will compare and evaluate some of the best net promoter score software and NPS survey tools.
The Best Promoter Score Software List
Here’s a shortlist of the best NPS software tools:
What do I look for when I select the best NPS software? Here’s a summary of my evaluation criteria:
User Interface (UI): Is it clean and attractive? Can you customize the survey appearances with images (smiley faces, for example) or colors (red/green to indicate negative/positive)? Is it easy to set up surveys, disseminate them by email or pop-up, and track the results in an aesthetically pleasing, actionable way?
Usability: Is it easy to learn and master? Does the company offer good tech support, user support, tutorials, and training? Is it easy to solicit actionable customer feedback? Is it easy for the customer/end-user to contribute their feedback or ask for further communication if needed?
Integrations: Is it easy to connect with other tools? Any pre-built integrations? Can you connect it to other survey software and customer sentiment analysis tools? Can it connect with CRM tools, Helpdesk tools, Slack, ERP tools, and task management tools? Can it connect to Zapier for more integration options? Can you connect survey questions to social media, email, and SMS?
Value for $: How appropriate is the price for the features, capabilities, and use case? Is pricing clear, transparent, and flexible? Does the price include mobile apps for iOS and Android? How many survey respondents are allowed and does the price allow for scalability?
Average net promoter score software costs range from $20 to $260 per month; so when I evaluate the value for money, I look at whether the software trends above or below this.
Promoter Score Software Key Features
Multiple NPS Campaigns – Can you launch multiple survey-based campaigns at once? For example, one to measure general relationship metrics (Do they recall seeing your ads? Do you have name recognition? Is your social media presence viewed positively?) and one to measure transactional metrics (Is the customer happy with the product they purchased?).
Survey Throttle – Can you ensure the same user isn’t getting “over-surveyed” if they are part of multiple campaigns or a frequent user?
Customized Follow-Up – Does the NPS tool offer automated follow-up options for detractors and promoters? Can you immediately touch base with dissatisfied users? Can you prompt promoters for further reviews (ex. Trustpilot, GetApp, Capterra) or social sharing?
Flexible Distribution – Can you place surveys in front of customers by email, web browser, and phone app? Can you customize when the survey appears to them for the more accurate results (ie. right after purchase, after a free trial ends, etc.)?
CRM Integration – NPS runs the risk of becoming a “vanity metric” if you can’t find any way to take action on the data you are collecting. That’s why integration with your other CRM tools, like a helpdesk system, is vital.
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Overviews Of The 10 Best NPS Software
Here’s a brief description of each of the net promoter score software on my list showing what it does best, plus screenshots to showcase some of the features.
SurveySparrow’s NPS survey tool makes monitoring customer trends and employee engagement easy. With SurveySparrow, you can make turning customers into promoters a fluent process with its omnichannel approach to feedback solicitation.
SurveySparrow lets you automate closing the feedback loop with personalized workflows to instantly value customers’ responses and pacify your detractors. The omnichannel approach helps you reach your audience through any medium, like weblink, in-app embedding, email, SMS, or QR code.
You can combine the NPS tool with SurveySparrow’s case management feature to create tickets and efficiently address your customers’ feedback. SurveySparrow’s simple UI makes the NPS survey creation process enjoyable. It’s worth mentioning that it provides excellent customer support.
SureveySparrow integrates with Salesforce, Freshdesk, HubSpot, Power BI, Zendesk, and MailChimp.
SurveySparrow costs from $99/month with the NPS Basic plan (2 users included). It offers a 14-day free trial without asking for your credit card details.
2. SurveyMonkey – Best option for free Net Promoter Score software
SurveyMonkey is a net promoter score software you can integrate with Salesforce to enrich your Salesforce dashboard by incorporating NPS calculations. It has out-of-the-box surveys to get you started. SurveyMonkey lets you collect metadata on website users like browser type, location, and device to help you optimize customers’ online experience.
SurveyMonkey is an excellent net promoter score software because it allows you to prompt customers to provide real-time feedback after using your product. You can integrate SurveyMonkey into your website to gauge NPS without disrupting customers’ shopping experience. SurveyMonkey also lets you target a customer demographic to get the NPS of a specific customer group.
SurveyMonkey integrates with other tools, including Google Analytics, Adobe Analytics, A/B Tasty, etc.
SurveyMonkey pricing details and a free demo is available upon customer request.
3. Orbitrics – Best for optional open-ended questions after the NPS
Orbatrics (was FeedbacQ) is a customer feedback management platform that can calculate NPSs using a variety of customer satisfaction surveys. You can access 15 survey templates or build your own from scratch. They have templates for common customer groups, like employee satisfaction surveys, retail experience surveys, and service feedback solicitations.
Some key features of Orbatrics include offline access, deep analytics, custom offers and promotions, multiple question types, multilingual support, image and video support within surveys, fully customizable branding, email reports, and support across different smart devices (iOS, Android, and web).
Orbatrics integrates with hundreds of third-party tools if you have a paid account through Zapier. Slack integration and webhooks integration requires a Platinum paid account.
Orbatrics is free to use for 100 responses per survey (unlimited questions and surveys). Paid plans start at $19/month and come with a 30-day free trial.
4. CustomerSure – Best for multiple feedback channels: email, SMS, in-app, and in-website
CustomerSure is a customer survey platform for delivering surveys in multiple channels, including your website, mobile app, email, or SMS. You can use it to set up real-time promoter score alerts. It also lets you send daily or weekly digests of relevant customer alerts to ensure that employees and stakeholders are in the loop on current NPS scores.
CustomerSure is a great net promoter score software because of its feedback history feature. Aside from seeing your NPS scores, you can also see other valuable data like the number of bounced surveys so you can fix your survey delivery system. You can also use CustomerSure to categorize customer issues to help you fix significant causes of customer detractors.
CustomerSure pricing starts at around $255/month/account, and they offer a free demo.
5. Survicate – Best for building user profiles to monitor churn risk
Survicate is an online survey tool for measuring NPS, CSAT, CES, and other customer service variables. It has customizable surveys that allow you to change the colors, fonts, and layouts and brand your survey to make it unique. You can use Survicate to automate surveys using customer behaviors like exit intents, length of website visits, and website scrolling speed.
Understanding your NPS data can guide you on how to improve your products and services, and Survicate has a built-in analytics feature to help you. It lets you view the NPS completion rates on different channels, knowing which channels are not eliciting customer responses. Survicate lets you segregate NPS responses using filters and custom attributes to help you hone in on a specific aspect.
Survicate has native integrations including Mailchimp, Marketo, Microsoft Teams, and Google Analytics.
Survicate has a free forever plan with limited features for up to 25 responses per month, while the pricing for the paid plans starts at $65/month/up to 250 survey responses.
6. Satismeter – Best for integrating with other 3-party apps
Satismeter is a feedback collection tool to gauge customer satisfaction throughout multiple touchpoints. It has pre-built templates allowing you to quickly launch surveys for CES, NPS, CSAT, or PMF. You can use Satismeter to create automated recurring surveys to help you save time while continuously gauging customer satisfaction.
Not all customers speak or read English, and Satismeter is the best NPS software for you if you want to translate your surveys into different languages. Satismeter automatically translates surveys depending on the language settings of the device your customers are using so you can survey customers with different nationalities and language preferences. You can also manually translate a survey to target specific customer demographics.
Satismeter integrates with other customer satisfaction tools, including Salesforce, CustomerGauge, Bigcommerce, and Slack. You can connect Satismeter to a paid Zapier account to access premium apps.
Satismeter pricing starts at $49/month/up to 300 responses, and they offer a free trial for up to 100 responses.
7. Promoter.io – Best for tracking historical customer sentiment to understand the impact of marketing
Promoter is a survey tool for creating and analyzing customer feedback using email, SMS, or embedded links. Promoter supports more than 20 languages enabling you to survey a global customer base. It allows you to capture audio and video feedback from customers to get detailed comments.
Promoter is the best NPS software if you want to learn about keywords that drive your promoter score because it has a keyword analysis feature. Promoter uses machine learning to present common themes from customer responses and give you an idea of what customers associate with your products and services. This survey tool allows you to export survey and keyword results to different formats for use in reporting and sharing with stakeholders.
Promoter has a free forever plan for up to 250 surveys per month. Promote pricing starts at $100/month/up to 10,000 surveys.
8. Podium – Best for contextual feedback, like which channel respondents come from
Podium is a customer communication and payment platform. You can use Podium to generate and analyze customer reviews to help you improve your reputation. It has a marketing feature that lets you use SMS marketing to generate more sales. Podium also allows you to create customer profiles and document customer activity to know what your customers are doing and which products or services attract them.
If you want to resolve customer concerns that affect your NPS immediately, Podium is the best NPS software because it has an in-app messaging system. With Podium, you can view customer feedback in a dashboard and quickly relay customer concerns to team members for resolution. You can use Podium to pull up customer feedback and reviews from different channels and act on them quickly. You can also use Podium to respond to customer feedback to help raise customer satisfaction.
Podium integrates with other customer service and productivity tools, including ServiceTitan, Salesforce, Airtable, and Calendly.
Podium costs from $224/month and comes with a free 14-day trial.
9. InputKit – Best NPS software for small companies and start-ups
InputKit is a customer experience software for creating automated surveys after a customer experience or interaction like completing a purchase or creating an account. You can use InputKit to measure your NPS, CES, or CSAT scores to help you make adjustments toward providing a better experience for customers. It allows you to create personalized questions ensuring that you adapt your surveys according to your customer’s situation.
Aside from customer reviews, your NPS also includes what your employees think about their workplace, and InputKit can help you gauge how your employees rate their workplace. With the help of InputKit, you can find out what is going on in your workplace and identify areas you need to improve. InputKit can also help you make employees accountable for the level of customer experience they deliver and adapt a remuneration or rewards package using their performance.
InputKit integrates with other customer service and feedback management tools, including Salesforce, Microsoft Dynamics, and Xero. You can connect InputKit to a paid Zapier account to access premium apps and tools.
InputKit pricing details and a free demo is available upon request.
10. Nicereply – Best lightweight option for user-friendly NPS software
Nicereply is a software for creating and sending one-click surveys to customers to measure CES, CSAT, and NPS. You can customize Nicereply surveys using your colors, font, and logo to promote brand loyalty. It has a customer sync feature that automatically matches feedback to a customer profile to help you better understand the feedback provider.
If your main communication tool with customers is using your email, then Nicereply is the best NPS software because it lets you include your NPS survey in your email signature. What’sWhat’s great about this feature is you can gauge your customer sentiment after every interaction. Using Nicereply’sNicereply’s in-signature NPS survey can also improve survey bounce rates because customers are more likely to open an email response than an email solely for an NPS survey.
Nicereply integrates with other customer service apps like Zendesk, LiveAgent, and Freshdesk.
Nicereply pricing starts at $39/month/up to 100 responses, and they offer a 14-day free trial.
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Other Promoter Score Software Option
Here’s a few more NPS survey software that didn’t make the top list. Use NPS to reach customers at vital touchpoints of their interaction with your entire organization.
UserCompass – Best for quick set-up with a Stripe account.
Chattermill – Best collaborative platform for building surveys.
There are many examples of a free net promoter system if you are looking for budget-conscious apps.
For example, the following have freemium plans: Qualtrics, SatisMeter, Wootric, Delighted, and SurveySparrow.
What is a Net Promoter Score?
In 2003, Fred Reichheld, a partner at Bain & Company, inc., invented the net promoter score. His desire was to create a way to score and track customer loyalty as it relates to whether they were likely to provide positive word-of-mouth about your business. The “ideal customer”, he determined, is “promoters”—customers who had such a positive experience with your project that they may become your cheerleader to others in their social circle and beyond.
An NPS ranges from a numerical value of -100 all the way up to 100. This score is representative of how likely it is that a company’s customer base is likely to recommend their products to others.
By tallying all of your customer survey satisfaction survey responses, you will earn a high or low score based on the results. If all of your respondents answered with a 6 or less, you would score in the -100 range. If all of your customer survey respondents landed in the 9-10 range, your NPS would be closer to 100.
It’s also important to gauge where your company stands according to NPS industry averages. For example, SaaS companies tend to fall around a 30 as an average Net Promoter Score. As a SaaS company, that should be your benchmark—though it’s great if you can exceed that.
What Do the NPS Categories Mean?
The 3 net promoter score “categories” are: promotors, passives, and detractors. Promoters are customers who are likely to champion your business to others by relaying their positive experiences with your company to others.
Passives are “middle of the road” customers who were satisfied with your service but are most likely not stead-fastly brand loyal and may switch to your competitors for a better deal.
Detractors are those who were not satisfied with their interaction with your products or services and may harm your reputation with negative word-of-mouth.
How Do You Calculate the NPS Categories?
In order to assign a customer as a promoter, passive, or detractor, you need only survey them with one simple question rating their experience with your product or survey from 0-to-10. A score of 6 or less would be labeled as a detractor; a score of 7-8 is considered a passive; and a score of 9-10 is considered a promoter.
By streamlining your customer satisfaction survey to a single question on an 11-point scale, you make it super easy to gather feedback. This encourages users to participate in supplying answers, as it takes only a few seconds to complete.
How Do You Calculate a Net Promoter Score?
The ultimate calculation for NPS is: percentage of customers who are promoters minus percentage of customers who are detractors, divided by the total number of survey participants. Promoters – detractors / total users surveyed = NPS. Customer success depends on increasing this value.
How Can You Use Net Promoter Score Data?
This data can be used for marketing initiatives, product development, or customer service goals. For example, UserPilot, a user adoption software, uses their NPS surveys to target high-satisfaction customers who are more likely to be upsold on additional services.
Customers may buy into your software service for a variety of different reasons. Maybe one person is looking for excellent time tracking while another is looking for the best reporting and analytics around. NPS can help you determine whether you are meeting these customer needs. Software as a service usually requires ongoing updates as technology environments change so you can leverage NPS data to ensure you are growing in the ways most valued by your customers.
Also, NPS can help you pick out users that may be willing to work with you further, even if their initial feedback was poor. At a San Francisco Customer Success Meetup, representatives from HelloSign and Optimizely noted the importance of trying to sway “detractors”, seeing as those willing to leave negative feedback are considered to be “engaged” users.
What Do You Think About These NPS Software?
NPS reports can be used to measure employee satisfaction, pinpoint satisfied customers, and flag unhappy customers. Each survey response can be used to develop an actionable insight for fostering loyal customers.
What’s your go-to NPS survey tool? Have you used any customer feedback software from this list? What customer satisfaction metrics (CSAT metrics) tend to be the most important to you? Is there any NPS software that you would add to this list? Let us know in the comments.
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