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.
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.
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.
1. SurveyMonkey – Best option for free Net Promoter Score software
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?
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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