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With so many different net promoter score (NPS) software and survey tools available, figuring out which is the right fit for your business is tough. You know you want an NPS survey tool to help you collect feedback to monitor customer loyalty and satisfaction, but you need to figure out which option is best. In this article, I'll help you make this choice easier by sharing my insights on the best NPS software available to help you survey your customers and uncover their true feelings about your product, brand, or customer service experience.

What is NPS Software?

Net promoter score (NPS) software is a digital tool that calculates the number of customers who are active promoters of your brand, products, or services. Customer success and customer support teams use the software to distribute surveys automatically to monitor customer satisfaction and engagement across key touchpoints. These platforms help you collect customer feedback, track the customer journey, and analyze customer survey responses to gain actionable insights.

You can leverage NPS software to help you get a more in-depth understanding of your customer needs so you can improve your customer service practices and increase your customer retention in the long run. Monitoring your NPS score over time is also an important indicator of a company's overall brand health in the market.

Overviews of the 10 Best NPS Software

Here are brief descriptions of each my top 10 choices for net promoter score software that show what each system does best, plus screenshots to showcase some of the features. Plus, if you’d like even more choices to consider, I’ve included 20 additional bonus options below.

Best for collecting real-time insights

  • 14-day free trial
  • From $89/month (billed annually)
Visit Website
Rating: 4.7/5

UserGuiding is a customer success software that can be used to create interactive walkthroughs of your products. It also helps you collect customer feedback via micro-surveys that provide NPS data in real-time.

Why I picked UserGuiding: This software stood out to me because of its real-time reporting. As customers fill out your surveys, you'll get the results in the analytics dashboard and be able to spot any issues early. I appreciate that the surveys are quick and easy for customers, which is likely to improve response rates.

In addition to collecting feedback, the software can facilitate new user onboarding and customer adoption of digital products. You can set up product walkthroughs where people can learn about different product features and functions. This alleviates the workload of your CX team and provides a better user experience.

UserGuiding Standout Features and Integrations:

Features include the pre-built template library, which helps you craft a survey for your customers quickly. You can also set up a custom survey easily, because the system is completely code-free. And once you've collected enough information, you can download the data to your computer so you can manipulate it in other software.

Integrations include Mixpanel, Segment, Intercom, Slack, Google Analytics, Google Tag Manager, Woopra, and HubSpot.

Best for B2B companies wanting to quickly build and deploy NPS surveys

  • Free plan available
  • From $39/user/month
Visit Website
Rating: 4.7/5

Jotform Enterprise is an online form builder capable of facilitating various survey types across different subject matters and data-gathering purposes.

Why I picked Jotform Enterprise: Their software stands out for its robust security features and rigorous compliance standards. I was impressed with its ability to enforce stringent privacy and data security requirements. Features include secure data storage, end-to-end encryption, and tough compliance standards (including both HIPAA and GDPR). This makes it a top choice for businesses in highly-regulated industries, such as finance, healthcare, and government.

Jotform Enterprise Standout Features and Integrations:

The software is primarily based on templates. Once you decide on one, you can use Jotform Enterprise’s form builder to design, format, and customize the survey form. Among the parameters you can edit are text, field types, preset options, entry limits, and if fields can be left blank.

You can add questions, set up conditional logic, and share custom surveys on multiple channels like email, business apps, and websites. Upon distribution, you can instantly start collecting responses from participants.

In terms of survey format, you can pick the one that suits your needs, from classic to card forms. The latter option uses Jotform Cards, a format that displays just one question per page and is intended to improve response rates.

In addition to pre-made survey templates, Jotform Enterprise offers everything you need to build forms from scratch, including an app builder, a reports builder, approval workflows, and smart PDFs.

Integrations are available with Box, OneDrive, Airtable, Google Drive, PayPal Business, Google Sheets, Google Calendar, Slack, HubSpot, monday.com, and other apps.

Best NPS survey building & delivery tools

  • 14-day free trial + free plan available
  • From $19/month
Visit Website
Rating: 4.4/5

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.

Why I picked SurveySparrow: Their survey platform helps you close the feedback look automatically with personalized workflows to instantly value customers’ responses and pacify your detractors. The omnichannel approach helps you reach your audience through any medium, including through weblinks, in-app embedding, email, SMS, or QR codes.

SurveySparrow Standout Features and Integrations:

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.

Integrations are available with Salesforce, Freshdesk, HubSpot, Power BI, Zendesk, and MailChimp.

Best for engaging mobile surveys

  • Free plan available
  • From $19/month
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Rating: 4.4/5

SurveyLegend is a web-based platform designed to create, distribute, and analyze surveys, forms, and polls. Its emphasis on mobile-ready design and interactive elements positions it as a suitable choice for conducting engaging surveys on mobile devices, catering to the increasing number of users who prefer to interact with content on-the-go.

Why I picked SurveyLegend: I selected SurveyLegend due to its user-friendly interface that simplifies the creation of surveys that are visually appealing and engaging on both desktop and mobile devices. What distinguishes SurveyLegend is its emphasis on design aesthetics, allowing for the creation of branded surveys with a variety of question types and fields, such as picture selection and file uploads. I believe SurveyLegend is best for engaging mobile surveys because of its mobile optimization, which ensures a smooth experience for respondents using their smartphones or tablets, thereby potentially increasing response rates and the quality of feedback received.

SurveyLegend Standout Features and Integrations:

Features include elegant pre-designed templates, language localization, offline survey collection, and extensive customization options, including custom branding and question formatting, conditional logic, and customizable buttons and icons.

Integrations include Google Drive, Dropbox, Mailchimp, and Salesforce, as well as social media platforms like Facebook and Twitter for survey sharing.

Best for collecting customer insights across the journey

  • 10-day free trial
  • From $59/month
Visit Website
Rating: 4.6/5

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.

Why I picked Survicate: 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 Standout Features and Integrations:

Standout features include a range of survey distribution methods, encompassing link sharing, email, and embedded forms. In addition, Survicate offers question-branching logic that helps to create a personalized, targeted survey experience. 

The software also includes a Feedback Hub where all collected feedback can be viewed in a single location, helping team members analyze the data and draw actionable conclusions. 

Integrations include Mailchimp, Marketo, Microsoft Teams, and Google Analytics.

Best user onboarding software that includes NPS and in-app surveys

  • 14-day free trial
  • From $89/month
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Rating: 4.7/5

Product Fruits is a user onboarding platform that provides a variety of features to guide users through applications and encourage the completion of necessary steps with the goal of improving product activation rates, conversions, NPS scores, and reducing support tickets.

Why I picked Product Fruits: I selected Product Fruits because it lets you build and deploy NPS surveys through its platform, collect feedback, and then use this central repository to measure satisfaction and extract valuable insights. Unlike other tools that let you do the same, Product Fruits goes the extra mile and allows you to alter your survey designs so they can match your brand and feel more personalized. As your users provide responses, you can track them in real-time in the analytics dashboard or push the data into your CRM.

Product Fruits Standout Features and Integrations:

This platform stands out because it offers a wide range of features including tours, checklists, hints, surveys, support options, feedback tools, announcements, and a knowledge base. It also provides custom events, AI writing, and security measures, making it a versatile tool for enhancing customer experience.

Other key features include interactive tours that guide users through an application, in-app NSP & survey functionalities, and hints that provide contextual information. The platform also offers surveys for feedback collection, support options such as live chat and email, and a knowledge base for self-help resources.

Integrations include mixpanel, Heap, Google Analytics, Slack, Smartlook, Segment, customer.io, and HubSpot.

Best NPS software for translating your surveys into different languages

  • Free trial for up to 100 responses
  • From $49/month/up to 300 responses
Visit Website
Rating: 4.8/5

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.

Why I picked SatisMeter: 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 Standout Features and Integrations:

Recently added features include per-project user permissions, the option to select multiple responses, new data filters per quarter, a Survey Delay trigger feature, a survey event trigger, and an overlay pop-up.

Integrations are available with other customer satisfaction tools, including Salesforce, CustomerGauge, Bigcommerce, Productboard, and Slack. You can connect SatisMeter to a paid Zapier account to access premium apps.

Best for contextual feedback, like which channel respondents come from

  • Free demo available
  • From $289/month
Visit Website
Rating: 4.6/5

Podium is a customer communication and payment platform. You can use Podium to generate and analyze customer reviews to help you improve your reputation.

Why I picked Podium: 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 Standout Features and Integrations:

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.

Integrations are available with other customer service and productivity tools, including ServiceTitan, Salesforce, Airtable, and Calendly.

Best net promoter score software with a free plan

  • Free plan available
  • From $25/user/month (billed annually)
Visit Website
Rating: 4.4/5

SurveyMonkey is a comprehensive survey tool that offers a free plan with out-of-the-box surveys to get you started. Under their free plan, you can create a survey with up to 10 questions and collect up to 100 responses per survey.

Why I picked SurveyMonkey: Their free plan includes a lot of helpful features that you need to pay for in other survey tools, including skip logic, data exports, a selection of question types, basic analysis & reporting features, and simple visuals to help you digest your data more easily. You can view summary statistics such as response counts and percentages.

I also like the fact that you can integrate SurveyMonkey's net promoter score software with Salesforce to enrich your Salesforce dashboard by incorporating NPS calculations.

SurveyMonkey Standout Features and Integrations:

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.

Using SurveyMonkey, you can also collect metadata on website users like browser type, location, and device to help you optimize customers’ online experience.

Integrations include Slack, Microsoft Teams, Akita, Freshservice, HubSpot, Zendesk, Google Sheets, Google Analytics, Adobe Analytics, A/B Tasty, Zoho CRM, Gainsight, and Salesforce.

Best lightweight option for user-friendly NPS software

  • 14-day free trial
  • From $39/month/up to 100 responses
Visit Website
Rating: 4.5/5

Nicereply's software helps you create and send one-click surveys to customers to measure CES, CSAT, and NPS. Nicereply surveys include customization options for using your colors, font, and logo to promote brand loyalty.

Why I picked Nicereply: 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’s great about this feature is you can gauge your customer sentiment after every interaction. Using Nicereply’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 Standout Features and Integrations:

It has a customer sync feature that automatically matches feedback to a customer profile to help you better understand the feedback provider. Nicereply also has a net promoter score leaderboard that automatically compares your NPS score to the top performers in your industry.

Integrations include Zendesk, LiveAgent, Freshdesk, Front, PipeDrive, HelpScout, Dixa, Aircall, Evaluagent, Kustomer, Gladly, Mailchimp, Daktela, Gmail, Microsoft Outlook, and Cloudtalk.

The Best Net Promoter Score Software Comparison Chart

This comparison chart summarizes basic details about each of my top NPS software selections. You can view pricing details and the availability of free trials or demos side-by-side to help you find the best system for your budget and business needs.

Tools Price
UserGuiding From $89/month (billed annually)
Jotform From $39/user/month
SurveySparrow From $19/month
SurveyLegend From $19/month
Survicate From $59/month
Product Fruits From $89/month
SatisMeter From $49/month/up to 300 responses
Podium From $289/month
SurveyMonkey From $25/user/month (billed annually)
Nicereply From $39/month/up to 100 responses
Preview Image - <h2 class="c-block__title b-summary-table__title c-listicle__title h3" > Compare Software Specs Side by Side</h2>

Compare Software Specs Side by Side

Use our comparison chart to review and evaluate software specs side-by-side.

Compare Software

Other Net Promoter Score Software Options

Here are some more NPS survey software that didn’t make the top list but are still worth checking out. You can use any one of these NPS systems to reach customers at vital touchpoints of their interaction with your entire organization.

  1. Orbitrics

    Best for optional open-ended questions after the NPS

  2. CustomerSure

    Best NPS software for accessing multiple feedback channels: email, SMS, in-app, and in-website

  3. InputKit

    Best NPS software for small companies and start-ups

  4. Churn360

    Best customer success software that includes NPS

  5. ProProfs Survey Maker

    Best for polls, popups, sidebar, and in-app surveys.

  6. Bazaarvoice

    Best sample services to spur reviews.

  7. Birdeye

    Best for being the customer experience software with the most awards.

  8. Reputation.com

    Best for customer journey tracking.

  9. HubSpot

    Best for customer experience resources, like blogs and videos.

  10. Informizely

    Best customizable email surveys.

  11. SightMill

    Best for plotting follow-up surveys.

  12. Chekkit

    Best way for customers to text you directly from your website.

  13. Downright

    Best for customer segments.

  14. Wootric

    Best NPS question feedback loop.

  15. Vitally

    Best real-time survey results.

  16. Ask Nicely

    Best focus on modern, relatable customer loyalty.

  17. Delighted

    Best for survey delivery: email, SMS, or a link.

  18. Canny

    Best transactional NPS.

  19. eNPS

    Best for employee-based NPS score.

  20. Chattermill

    Best collaborative platform for building surveys.

Selection Criteria for the Best Net Promoter Score Software

Wondering how I selected the best NPS software for this list? I'm happy to explain my methodology to you. First, I scoured the web to create a long list of potential options based on recent NPS software market data and public user ratings. I then reviewed each NPS platform in detail, using the core functionalities and key features below as my comparison points. This allowed me to systematically review each option to truly hone in on the best options out there.

Here’s a summary of the selection and evaluation criteria I used:

Core Functionalities for NPS Software

There are a few different types of software on my list, but at the baseline, here’s what I look for in an NPS survey software:

  • Survey management: The platform should provide online surveys to collect customer feedback, whether through email surveys, chatbot, or an in-app pop-up.
  • Customizable NPS questions: You should be able to customize the survey questions to better suit your business and reflect your brand.
  • Feedback management: The software should facilitate measuring and analyzing your survey results and core metrics like response rates.

Key Features

Beyond the basic functionalities above, here are some additional key features I evaluated while creating this list of the best NPS platforms:

  • Survey templates: Having a pre-built template to send out as-is or tweak to suit your needs is a real time-saver.
  • Survey question types: Being able to customize with a sliding scale, multiple choice, open-ended, and follow-up questions.
  • Advanced analytics: The ability to dig deeper into your NPS feedback, such as with customer response sentiment analysis.
  • Other CX metrics: Some tools allow you to measure other metrics like churn, retention, and customer effort score (CES).

Usability

I looked for software tools that are user-friendly and easy to navigate. Too steep of a learning curve will disengage your team members. Meanwhile, a bad end-user experience will lower your response rates and could negatively impact the very thing you’re trying to improve: customer satisfaction.

Software Integrations

I sought out software that integrates with other survey software, customer sentiment analysis tools, customer feedback software, and other customer service software. I also looked for integrations with CRM tools like HubSpot and SalesForce. Many of the platforms connect with social media accounts, email, Slack, and SMS to send out surveys or collect feedback. Some also have an API or can be connected to Zapier to configure custom integrations.

Value for Price

When it comes to pricing, I consider how appropriate the price is for the features, capabilities, and use cases of the software. I also considered whether the price included mobile apps for iOS and Android, or how many survey respondents were allowed, which speaks to a tool's scalability. In addition, I noted whether the provider offers a free version, a free trial, or a free demo.

For context, the average price of net promoter score software ranges from $20 to $260 per month.

FAQ: All About NPS and Customer Satisfaction

Looking for more info about the customer feedback loop and how to measure customer satisfaction? Here are a few answers to common questions:

What is a net promoter score?

The NPS score essentially distills customer satisfaction into the following question: Would you recommend our product or service to others?

The net promoter score was invented in 2003 by Fred Reichheld, a partner at Bain & Company. He wanted a way to score and track customer loyalty as it relates to word-of-mouth recommendations of a business.

To measure your NPS, you ask customers how likely they would be to recommend your product on a scale from 0-10 (more on how to calculate your score below).

Ready to get started? Read through our guide on NPS and how to calculate it first.

What are the NPS categories, and how are they measured?

Your NPS score is broken down into three categories:

  1. Promoters: Customers who rate their likelihood to recommend your business as a 9 or 10. They are highly satisfied with your products or services, and have a high affinity for your brand.
  2. Passives: Customers who rate their likelihood to recommend your business as a 7 or 8. They are moderately satisfied with your products or services, but likely feel neutral towards your brand.
  3. Detractors: Customers who rate their likelihood to recommend your business as a 6 or less. They are somewhat or very dissatisfied with your products or services, and may hold a negative opinion of your brand.

For more details on NPS, read through our basic net promoter score walkthrough first.

How do you calculate your net promoter score?

Here’s how to calculate your NPS score in 3 simple steps:

  1. Take the percentage of customers who are promoters
  2. Subtract the percentage of customers who are detractors
  3. Divide that by the total number of survey participants

This is the NPS calculation formula: (promoters – detractors) / total users surveyed = NPS

Ready to start crunching the numbers? I recommend giving our NPS beginners guide a quick read first.

What is a good NPS score?

When it comes to net promoter score, what’s considered good or bad will depend on your industry, geographical location, and the type of business you run. The average global NPS across industries is 32, according to SurveyMonkey.

Here are a few specific NPS benchmarks by industry for 2023 from Retently:

  • B2B Software & SaaS: 41
  • Retail: 61
  • Ecommerce: 50
  • Communication & Media: 29
  • Healthcare: 45

How can you use net promoter score data?

Your NPS data can:

  • Reveal customer pain points
  • Help you follow up with disappointed customers
  • Reveal what services are most valued
  • Give you ideas for future product direction

NPS data and feedback from customer satisfaction surveys can be used for marketing initiatives, product development, and achieving customer service goals. It can inform your entire customer experience management strategy and help you extend and improve your customer lifecycle.

For example, you might find certain steps in your onboarding workflow are redundant. Or, you might learn that your customer notifications are unclear, unhelpful, or annoying. Especially for startups that want to scale quickly, incorporating customer feedback can be a major lever for growth.

NPS data can also 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 still considered to be “engaged” users.

Interested in learning more about NPS? Take a look at our tips for harnessing the power of your customers using NPS + CES data.

Is there a free NPS score tool?

The original free net promoter score tool is a calculator, followed by an Excel spreadsheet. But if you’re looking for something a little less analog, some customer survey tools can help you measure NPS free of charge.

These software options have freemium plans:

  • Qualtrics
  • SatisMeter
  • Wootric
  • Delighted
  • SurveySparrow

NPS software has evolved to meet the growing needs of businesses as they strive to remain competitive and offer the best customer service experience possible. Here are several emerging trends within the NPS software space to help CX professionals do their jobs more effectively.

Machine Learning and Artificial Intelligence

NPS software, like many other types of software, has started to integrate machine learning (ML) and artificial intelligence (AI) into its back end. Integrating these technologies can help you identify patterns, sentiments, and key areas that require improvement.

Our article summarizing the digitization of customer experience explains the impact of these changes and how you can make the most of them if you're interested to learn more.

Leveraging Benchmarking Data

Many NPS systems are now including benchmarking data which makes it possible to compare your NPS score against those of your industry peers and competitors. This comparative data allows you to gauge your team's performance objectively to identify gaps in your customer experience and uncover areas for improvement.

If you'd like to get a quick gut check of your NPS score right now, try Qualtrics' NPS Benchmarking Calculator which uses data from over 300 companies across 20 industries.

Broader Metrics Beyond Only NPS

Some industry experts have noted the limitations of NPS scores and opted for a more holistic approach to assessing customer satisfaction. Not surprisingly, NPS software vendors have broadened their software to include other customer satisfaction metrics, such as Customer Satisfaction (CSAT) and Customer Effort Scores (CES). By combining these metrics, you'll gain a more nuanced understanding of your customer experiences for key touchpoints along your customer journey.

By embracing these trends, NPS software is becoming more adaptive to the changing needs of CX teams and helping them gain deeper customer insights.

More Software for Customer Feedback

NPS software isn't the only kid on the block worth considering. While you're here, you may find exactly what you're looking for in these other feedback survey tools:

Or, if you're looking for ways to improve your customer relations, customer success software, or these tips on how to optimize your customer journey may be a better fit.

Understand Your Customers Better with the Best Net Promoter Score Software

NPS reports can help you 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. 

Lastly, before you go, don't forget to sign up for The CX Lead newsletter. We'll keep you up-to-date with the latest trends in customer experience, including plenty of tips and how-to articles from industry leaders.