12 Best net promoter score software in 2024

Summary: 

NPS software helps companies evaluate and boost their Net Promoter Scores, providing insights into customer satisfaction and loyalty. By automating NPS surveys, gathering feedback, and calculating scores, this software allows businesses to measure customer advocacy accurately. Through analytics and reporting features, companies can segment customers, spot trends, and make informed decisions to enhance the overall customer experience. Its importance has given a boost to its rising demand across the world. However, North America will remain prominent in the NPS Software market and is predicted to develop significantly during 2024-2031. This region’s strong adoption of modern technologies and major players should boost market growth.

A comprehensive Net Promoter Score tool goes beyond survey distribution by offering functions such as survey scheduling, customer segmentation, real-time alerts, and user-friendly dashboards. These capabilities enable businesses to monitor customer interactions across touchpoints, track shifts in sentiment, and gain insights for improving their service delivery. Choosing the best NPS software is essential for companies aiming to elevate customer satisfaction. Streamline feedback procedures. There are an array of benefits including specialized analytics, identification of promoters and detractors, enhanced satisfaction tracking, and more. By utilizing NPS survey tools, businesses can establish a feedback loop that fosters steady growth and enhances overall customer satisfaction.

This blog highlights the 12 net promoter score software solutions chosen based on scalability, user-friendliness, and integration capabilities. Every NPS survey tool comes with a set of features that suit various business requirements, providing enterprises with a variety of options to enhance their customer service strategies. Explore how the best NPS software can elevate customer experience and foster long-term loyalty in a competitive market.

What is NPS Software?

NPS software is a sophisticated tool designed to measure and examine Net Promoter Scores, imparting vital insights into patron loyalty and level of satisfaction towards the brand. This software automates the procedure of dispensing NPS surveys, amassing responses, and calculating rankings, enabling agencies to gauge how probable their clients are to advocate their products or services. By using superior analytics and reporting functions, NPS software allows businesses to categorize customers primarily based on their feedback, identify trends, and take data-driven actions to boost the consumer experience.

A comprehensive net promoter score tool goes beyond basic survey distribution. It comprises survey scheduling, customer segmentation, real-time notifications, and intuitive dashboards. These features allow businesses to monitor client engagement throughout diverse touchpoints, track changes in customer sentiment over time, and gain actionable insights to enhance customer service practices.

Using an NPS survey tool effectively requires a strategic approach to analyzing feedback and implementing improvements. Automating survey processes and integrating NPS data with other customer relationship management systems ensures businesses can maintain a continuous feedback loop, driving consistent growth and customer satisfaction.

Reasons to invest in NPS software

Investing in NPS software is crucial for enterprises aiming to enhance customer satisfaction and streamline feedback processes. Here are five compelling reasons why your business should invest in the best NPS software:

1. Specialized analytics and reporting

Specialized NPS software differs from generic survey tools as it is tailored for assessing Net Promoter Scores. This software features advanced analytics and reporting capabilities that enable businesses to collect, analyze, and respond to customer feedback. The best NPS software includes comprehensive dashboards and in-depth reports that help recognize customer satisfaction trends and patterns. By utilizing these insights, companies can pinpoint areas for enhancement and implement focused strategies to boost overall customer satisfaction levels. Accurate data facilitates making well-informed decisions, ultimately enhancing the customer experience and loyalty.

2. Streamlined feedback collection with NPS survey tools

NPS software simplifies the process of gathering feedback for businesses, making it more convenient to collect and handle customer input. Instead of using traditional methods like manually sending surveys via email and storing responses in spreadsheets, NPS survey tools automate these tasks, ensuring accurate and prompt feedback collection. Moreover, these tools seamlessly integrate with other customer relationship management (CRM) systems, enabling a unified approach to managing customer information. This integration provides a comprehensive overview of customer interactions, which is crucial for making well-informed business decisions. Automating survey distribution and tracking responses saves time and resources, allowing your team to concentrate on analyzing and responding to the feedback effectively.

3. Identification of promoters and detractors

Invest in NPS software for its effectiveness in recognizing both promoters and detractors. Promoters are loyal customers who are likely to recommend your product, brand or service to others, while detractors are those who express dissatisfaction and could potentially spread negative feedback. Businesses can customize their marketing and customer service strategies by identifying these customer groups. For example, they can reward promoters with referral programs to encourage positive word-of-mouth promotion and address detractors’ concerns to enhance their overall satisfaction. This personalized approach not only improves customer happiness but also strengthens customer loyalty and acquisition efforts. By understanding customer opinions, a business can proactively work towards turning detractors into promoters, building a more devoted customer base.

4. Enhanced customer satisfaction tracking with NPS software

NPS software helps businesses track how customer satisfaction changes over time, clearly showing how customer opinions evolve. This long-term data is crucial for understanding the effects of their (businesses) actions and pinpointing areas that require ongoing enhancement. Businesses can regularly assess NPS to compare performance with industry norms and competitors. This ongoing tracking is key to staying competitive and responsive to customers. Additionally, it enables any enterprise to spot patterns and proactively tackle potential issues before they become significant, ensuring a consistently pleasant customer experience.

5. Feedback management with NPS survey tools

Traditional survey methods are often labor-intensive and costly, especially considering the manual work of distributing surveys and analyzing responses. NPS software streamlines these tasks, reducing the time and resources needed to handle customer feedback. Moreover, many NPS survey tools offer flexible pricing options, making them accessible to businesses of all sizes. By investing in NPS software, companies can concentrate on implementing actionable insights obtained from customer feedback rather than managing surveys. The efficiency and accuracy provided by automated feedback systems lead to improved resource allocation and more efficient customer satisfaction efforts.

How is the NPS score calculated with NPS software?

Calculating the Net Promoter Score (NPS) with NPS software involves a straightforward yet powerful method to gauge customer loyalty and satisfaction. Here’s a technical breakdown tailored for enterprise use in the US market:

NPS software automates the process by first distributing a standardized survey question to customers: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Based on their responses, customers are segmented into three categories:

• Promoters (Scores 9-10): Satisfied and loyal customers who are likely to recommend your business and contribute to positive word-of-mouth.
• Passives (Scores 7-8): Satisfied but indifferent customers who are less likely to promote your brand actively.
• Detractors (Scores 0-6): Dissatisfied customers who could potentially harm your brand’s reputation through negative feedback.

The NPS calculation formula

To calculate the Net Promoter Score, use the following formula:

{NPS} = ({% of Promoters}) – ({% of Detractors})

It means you subtract the percentage of Detractor responses from the percentage of Promoter responses. The score ranges from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter).

Example of NPS calculation

Imagine you surveyed 100 customers about their likelihood of recommending your business. The responses might break down as follows:

• 60 customers gave scores of 9-10 (Promoters)
• 20 customers gave scores of 7-8 (Passives)
• 20 customers gave scores of 0-6 (Detractors)

To calculate your NPS:

• Calculate the percentage of Promoters: (60/100) * 100 = 60%
• Calculate the percentage of Detractors: (20/100) * 100 = 20%
• Apply the NPS formula: NPS = 60% – 20% = 40

Thus, your NPS score would be 40, indicating a positive balance of customer loyalty, with more Promoters than Detractors.

Advanced NPS survey tools offer additional features like real-time reporting, trend analysis, and segmentation capabilities. These functionalities empower businesses to measure and interpret and act upon customer feedback effectively, driving continuous improvement and gaining competitive advantage in the market. By utilizing NPS software, businesses can take strategic decisions to enhance customer satisfaction and retention.

The pros of NPS survey tools

NPS survey tools have revolutionized how businesses enhance customer satisfaction and drive growth. Let’s delve into the pros of using NPS software, which is technically sound and tailored for enterprises.

1. Ease of use

The standout feature of NPS software is its user design. Businesses can quickly set up, customize, and deploy NPS surveys across platforms like email, SMS, and social media. This seamless process ensures that both companies and customers can easily interact with the surveys. The standardized format of NPS questions also helps increase response rates since customers are familiar with them. The efficient deployment saves time and resources, making it a convenient option for all types of companies.

2. Cost efficiency

A key benefit of NPS survey tools is their cost-effectiveness. Compared to hiring research agencies, NPS software offers a budget-friendly way to collect and analyze customer feedback. These tools provide feedback collection and analysis features that benefit departments such as marketing, product development, and customer service. Conducting in-house surveys with NPS software reduces research expenses, making it a cost-effective solution for continuous customer feedback.

3. Company-wide engagement

Using NPS survey tools can help create a culture of improvement by involving all employees in gathering customer feedback. Regularly measuring NPS allows companies to hold NPS huddles, where teams can discuss scores and feedback and brainstorm solutions to address issues. This collaborative approach encourages innovation and boosts employee morale, leading to a motivated workforce aligned with the company’s objectives and better overall performance.

4. Keeping track of progress

Monitoring NPS, over time, offers insights into customer satisfaction trends. NPS software automates data collection and analysis regularly, enabling companies to pinpoint areas for enhancement and assess the impact of their strategies. Historical NPS data is a reference point aiding businesses in setting goals and tracking progress against performance. This ongoing monitoring empowers organizations to make decisions that elevate customer experiences and propel growth.

5. Growth prediction

NPS gauges a business’s potential for growth. High NPS ratings are linked to increased customer loyalty, repeat business, and positive word-of-mouth recommendations. While NPS alone isn’t a predictor of growth, it works alongside key performance indicators (KPIs) like customer acquisition cost (CAC), customer lifetime value (LTV), and churn rate. By combining NPS with these metrics, businesses can get a view of their growth path and make well-informed strategic choices.

6. Actionable insights

The NPS survey tool provides clear segments for targeted action by categorizing respondents into promoters, passives, and detractors. Identifying and nurturing promoters helps increase positive thinking and referrals, furthering growth. At the same time, addressing detractors’ concerns can prevent churn and improve customer retention. Furthermore, understanding their requirements facilitates converting passive customers into active promoters, increasing overall customer satisfaction.

12 Best net promoter score software list

The NPS software platform list in 2024 has some of the robust options for the businesses from across the sectors. Have a look at the following top 12 NPS platforms and select the one that aligns with your business goals and needs. 

Qualtrics

Qualtrics is a leading NPS software enabling organizations to measure, analyze, and enhance their net promoter score through various customer touchpoints. Predict IQ couples NPS and operational data to forecast customer behavior, reducing churn risks. Role-based dashboards ensure the right team members get pertinent customer insights for improving CX and loyalty. Pricing details are available upon request.

Key features:

• Role-based dashboards
• Predictive analytics
• Multichannel feedback collection
• Real-time alerts
• Integration capabilities

Cons:

• High pricing
• Complex setup

SurveySparrow

SurveySparrow NPS software allows enterprises to devise clean surveys compatible with mobile and desktop devices. Using this software, you can identify each detractor, passive, and promoter and thus take action accordingly to avoid customer churn. It lets you monitor NPS trends per week, month and annually. By using its features, such as automating workflows, you can send customized follow-up emails based on the score a customer gives. Enterprises can categorize the customer base for detailed insights on NPS and select the suitable response according to the segment. Pricing starts at $19/month.

Key features:

• Automated workflows
• Customizable dashboards
• White labeling
• Multichannel distribution
• Real-time data analysis

Cons:

• Clunky UI
• Lack of email marketing features

Retently

Retently NPS software is an automated tool focusing on NPS, CSAT, and CES survey types. It saves time and increases response rates by allowing users to test survey versions and run multiple campaigns among different customer segments. The platform allows customization of survey appearance, wording, and follow-up questions. It will enable audience segmentation, run several surveys for various segments, and provide actionable insights. Multiple plans cater to businesses of all sizes, making it easy to run surveys based on specific products or demographics. Pricing starts at $49/month.

Key features:

• Customizable surveys
• Segmentation capabilities
• Automated campaigns
• Real-time analytics
• Template editor

Cons:

• Limited flexibility outside NPS
• Higher pricing

ProProfs Survey Maker

ProProfs Survey Maker helps businesses understand customer loyalty with customizable NPS surveys. It offers multiple campaign management, avoiding survey fatigue with optimized survey design and timing.  It offers over 100 survey templates and a vast question library, allowing users to customize their surveys with their logo, background images, colors, and themes. It also offers email, embedding, and pop-up options for desktop and mobile use. The NPS software allows users to study feedback from detractors, passives, and promoters individually and in groups, helping businesses improve and track NPS changes over time. Besides a free plan with 50 responses, the pricing starts at $19.99 per 100 responses per month.

Key features:

• Professional templates
• White labeling
• Multichannel distribution
• Real-time analytics
• Custom reports

Cons:

• No advanced analytics feature
• Limited integrations

SurveyLegend

SurveyLegend offers an intuitive NPS tool with a drag-and-drop interface, allowing easy survey creation and distribution across multiple channels. It provides real-time results and extensive visual customization options. SurveyLegend can create, disseminate, and analyze surveys, forms, and survey polls. Its mobile-ready design and interactive features make it a fitting choice for conducting engaging surveys on mobile devices, catering to the rising number of users who like to interact with content on the go. It prioritizes design aesthetics and enables enterprises to create branded surveys with diverse question types and fields, such as picture selection and file uploads. Free plan is available  and the paid ones start from $19 per month. 

Key features:

• Drag-and-drop interface
• Mobile responsiveness
• Visual customization
• Real-time results
• Multichannel support

Cons:

• Limited customer support
• Higher pricing for premium features

SurveyMonkey

SurveyMonkey as a tool simplifies the creation, calculation, and analysis of net promoter score surveys. It provides a data table for displaying Detractors, Passives, and Promoters and offers expert-designed templates for various categories like customers, employees, education, and market research. The tool supports multiple distribution channels, including email, social media, and website embedding, and is easy to use with customizable templates. Its user-friendly interface turns it into a convenient tool for creating and distributing NPS surveys. It integrates with popular third-party tools and supports multichannel distribution. Pricing starts at $25 per user per month. 

Key features:

• Customizable templates
• Real-time analysis
• Third-party integrations
• Multichannel distribution
• User-friendly interface

Cons:

• Limited response options
• Expensive pricing for full features

SurveySensum

SurveySensum is an affordable NPS tool for businesses, allowing them to create, launch, and analyze surveys across various industries. It offers free CX expert advice and helps with survey creation and analysis. SurveySensum focuses on providing key action points that impact CX and business metrics. It offers basic features like cross-tab analysis, analytical dashboards, WhatsApp surveys, and survey customization. Its advanced capabilities include a real-time ticketing system, AI-enabled text analysis, and improved data visualization tools. The tool serves as a perfect balance between basic and advanced features. It supports feedback collection across various channels. Pricing starts at $99/month.

Key features:

• Free CX consultation
• Text analytics
• Customizable dashboards
• Closed-loop ticketing
• Multichannel support

Cons:

• Limited integrations
• High pricing for advanced features

Survicate

Survicate is an online survey tool that measures customer service variables such as NPS, CSAT, and CES. It offers four primary services: Mobile App Surveys, Website Feedback Surveys, and Surveys & Forms. This tool has 125 ready-to-use survey templates, allowing for easy execution through various channels. It also offers customizable surveys with customizable colors, fonts, and layouts. Survicate can automate surveys based on customer behaviors like exit intents, website visits, and scrolling speed. Its built-in analytics feature lets users view NPS completion rates on different channels and segregate responses using filters and custom attributes. It integrates with numerous third-party tools, providing seamless feedback collection and analysis. Pricing starts at $89/month.

Key features:

• Pre-built templates
• Multichannel support
• Survey triggers
• Basic analytics
• Third-party integrations

Cons:

• Basic analysis features
• Higher pricing for full functionality

CustomerSure

With CustomerSure, enterprises can track key KPIs, including CSAT, CES, and NPS. Users can also customize their themes. Using it gives a precise knowledge of where your brand stands now. Likewise, you can keep an eye on the trends. This platform helps businesses with ambitious CX teams implement a best-in-class VoC program to maximize customer satisfaction, fortify their reputation, and secure high retention rates. 

CustomerSure focuses on real-time notifications, multichannel survey distribution, white labeling, and custom reporting. It helps close the feedback loop effectively and improves customer loyalty. Pricing starts at $1,274.

Key features:

• Real-time notifications
• Multichannel distribution
• White labeling
• Custom reports
• Feedback loop closure

Cons:

• Slow platform
• Complicated setup

Zonka Feedback

Zonka Feedback is an omnichannel feedback management tool that allows businesses to capture and track customer inputs across various channels, including websites, products, in-app, emails, SMS, kiosks, and offline. Using it, users can create NPS surveys to measure customer loyalty and satisfaction. It helps by notifying detractors, collecting actionable feedback, working on it, closing the feedback loop, and converting detractors into promoters. The software allows businesses to measure NPS feedback across various channels, monitor in real-time with instant alerts, and access detailed analytical reports. It also provides ready-to-use NPS survey templates for sending surveys instantly. It integrates seamlessly with various tools, enhancing feedback management. Pricing starts at $49/month.

Key features:

• Real-time notifications
• Customizable surveys
• White labeling
• Multichannel distribution
• Integration capabilities

Cons:

• Limited free version
• Poor customer support

Delighted

Delighted NPS software is meant for enterprises seeking to run a world-class NPS survey program. It facilitates delivering surveys in over 30 languages and across multiple channels. By using it, businesses can tailor survey questions to survey not just customers but also employees. This NPS software lets businesses run NPS, CSAT, and CES surveys and disseminate these surveys via email, web, SMS, and a link and setup are easy. The option of sharing open-ended follow-up questions allows for getting comprehensive feedback and comprehending the surveyees’ “why” behind an NPS rating.  Pricing starts at $17/month.

Key features:

• Real-time feedback
• Free-response follow-up
• Multichannel distribution
• Integration capabilities
• Customizable surveys

Cons:

• Focused mainly on customer experience
• Complex NPS measurement across product lines

Zoho Survey

Zoho Survey helps businesses of different sizes and categories create their surveys using a simple drag-and-drop interface. It equips users with several options to share the surveys online and view the responses. One can send as many surveys as they want – with ten questions per survey and 100 responses per survey. Calculating NPS gets easier with Zoho Survey, as a user needs to pick the NPS question type for the survey. It will do the rest, including recording and displaying the responses in the reports with real-time NPS calculations and responses. Pricing details are available upon request.

Key features:

• Customizable templates
• Real-time analysis
• Multichannel distribution
• White labeling
• Integration capabilities

Cons:

• Limited advanced features
• Higher pricing for full functionality

Improve your customer net promoter score with Yellow.ai

Yellow.ai, a pioneer of customer service automation platform harnessing Gen-AI, can help businesses use such AI tools to maximize NPS score. Wondering how? AI-powered tools and technologies such as chatbots, live chat, voice bots, and voice agents are leading the way brands engage with customers to analyze their loyalty and satisfaction and understand customer service KPIs, including net promoter score. Yellow.ai has been trusted by over 1,000 brands globally from across the industry in this domain. The platform seamlessly integrates with existing CRM systems.

• Data collection: Enterprises can use the data collected and analyzed from chatbots, voicebots, and live chat to enrich consumer profiles and customize future encounters.

• Enhanced personalization: Our AI bots excel by personalizing exchanges based on prior experiences, making the NPS survey interesting and less disruptive, increasing response.

• Contextual knowledge: AI bots leverage past interactions and preferences to personalize customer experiences and boost satisfaction and affinity.

• Omnichannel engagement and deployment: Yellow.ai helps businesses engage with customers through the latter’s preferred communication channel. With over 35+ channels, brands can collect NPS survey data through calls, web, mobile apps, messaging apps, social media, live chat, email and more.

• 24/7 availability: Yellow.ai’s AI bots and agents operate around the clock, offering a consistent, unified customer experience, support, and feedback collection. Thus, no customer query goes unanswered, regardless of the time.

• Configurable bot UI: Our bots can be customized to meet the distinctive demands of each organization. This feature lets businesses tailor their AI bots and agents’ appearance, feel, and functionality to give their signature style.

• Multilingual command: The AI tools by Yellow.ai can interact in over 135 global languages. Thus, while conducting, monitoring and understanding the NPS survey, language is no more a barrier. 

Net promoter score software: Key takeaways

Investing in net promoter score (NPS) software can bring a range of advantages to companies seeking to boost customer satisfaction and streamline feedback procedures. We’ve delved into what NPS software is all about, its perks, essential features, and types. This guide highlights the best NPS software in the market, which is crucial for businesses striving to enhance their customer experiences. With the help of specialized analytics, enhanced feedback mechanisms, identification of promoters and detractors, tracking customer satisfaction, and cost-effective feedback management, NPS software empowers businesses to make informed choices that cultivate customer loyalty and contentment.

Looking to the future, the outlook for NPS software appears promising. Forecasts for 2024 and beyond suggest a substantial uptick in the global market, fueled by growing interest in customer feedback solutions. Emerging trends like incorporating AI, utilizing advanced data analytics, and implementing real-time feedback mechanisms are set to bolster the capabilities of NPS survey tools. Continuous innovation is anticipated within the market, with features such as predictive analytics and deeper CRM integrations becoming commonplace. Industry analyses point towards booming growth for the NPS software sector, especially from 2028 to 2031, prioritizing the delivery of more tailored and actionable insights for businesses​. Investing in the best NPS software will allow businesses to stay ahead of customer expectations and maintain a competitive edge in the evolving market landscape.

Net promoter score software: Frequently asked questions (FAQs)