As businesses and products compete for market share in today’s world, understanding customer sentiments and loyalty remains crucial. Net promoter score (NPS) is a great way to gauge the motivations and emotions of your current customers and how this data applies to business and product growth.
More than just a metric for measuring and analyzing customer loyalty and satisfaction, NPS helps you to gauge the health of your business or product using surveys that offer real-time insights into customer opinions on the customer journey or flow of your product, allowing you to fix product issues promptly and make quick adjustments.
Identifying the right NPS tool or software that suits your requirements is the first step to learning more about your customers and improving their happiness and satisfaction with your product.
What is an NPS tool?
An NPS tool or software can be defined as a business application with features like customizable survey templates, automated survey distribution, and real-time reporting designed to measure and manage customer loyalty and satisfaction. These tools help streamline the process of collecting, analyzing, and acting upon customer feedback.
If you’re not familiar with the NPS itself, here’s a quick intro to this valuable metric:
Net promoter score according to Bain & Company is defined as a single, easy-to-understand metric that predicts overall business or product growth and customer lifetime value. It is based on a single question that aims to find out how likely your customers are to recommend your product to their friends or colleagues.
This metric helps you to spot problem areas, improve the customer experience, track customer loyalty trends, and grow business revenue.
The feedback collected with NPS tools allows businesses and product teams to make data-driven improvements that increase customer delight and gain lasting loyalty. These data comes in the form of a rating system called NPS scores.
Three types of Net Promoter Scores
NPS tools and software help businesses and product teams to collect, measure, and analyze customer loyalty and satisfaction. This customer feedback can be gathered in three different ways:
1. Customer Relationship NPS Survey
This is the most common NPS survey that gauges how much customers like your product by asking if they’d recommend it to a friend. Customers can also be asked for their preference in design style or language that communicates best to them.
2. Experience NPS Survey
This NPS survey is usually sent after a particular interaction or specific customer journey is complete. E.g. Making a successful cross-border transfer on a Fintech app. It helps you understand the actions and experiences that influence customer loyalty.
3. Competitive Benchmark NPS Survey
This survey helps you understand where you truly stand by highlighting your competitors’ NPS scores. This way, you can compare your NPS score to industry leaders and competitors identifying where you need to make informed, strategic decisions for product improvement.
NPS tools and software provide powerful insights that can help to improve your product experience and delight customers.
List of 17 Best NPS Tools & Software
Here is a list of our 17 best NPS Tools and software that can help you collect, measure, and analyze customer loyalty and satisfaction:
- UXtweak
- Survicate
- SurveySparrow
- Qualtrics
- SurveyMonkey
- Qualaroo
- Mailmodo
- Zonka Feedback
- Hotjar
- SurveySensum
- GetFeedback
- AskNicely
- Retently
- ProProfs Survey Maker
- CustomerGauge
- Refiner
- HubSpot Service Hub
For each tool, we evaluated:
- A short description
- A list of features
- Pros & Cons list
- User reviews
- Pricing & plans
We use a table to present a quick overview of pricing, reviews, and support options from Capterra:
Rating | Ease of Use | Quality of Support | Pricing | |
UXtweak | 4.8 | 5.0 | ✓ Free plan Plus plan - $80/month Billed annually | |
Survicate | 4.3 | 4.5 | ✓ Free plan Paid plan starts at $99 per month | |
SurveySparrow | 4.4 | 4.4 | ✓ Free plan Paid plan starts at $99 per month | |
Qualtrics | 4.4 | 4.7 | ✓ Free plan Paid plan starts at $125 per month | |
SurveyMonkey | 4.6 | 4.3 | ✓ Free plan Paid plan starts at $25 per month | |
Qualaroo | 4.7 | 4.8 | ✗ No free plan Paid plan starts at $80 per month | |
Mailmodo | 4.4 | 4.4 | ✗ No free plan Paid plans starts at $39 per month | |
Zonka Feedback | 4.8 | 4.9 | ✗ No free plan Paid plan starts at $29 per month | |
Hotjar | 4.6 | 4.5 | ✓ Free plan Paid plan starts at $39 per month | |
SurveySensum | 5.0 | 5.0 | ✓ Free plan Paid plan starts at $199 per month | |
GetFeedback | 4.7 | 4.5 | ✗ No free plan Paid plan starts at $50 per month | |
AskNicely | 4.5 | 4.7 | ✗ No free plan Paid plan starts at $199 per month | |
Retently | 4.9 | 4.8 | ✗ No free plan Paid plan starts at $50 per month | |
CustomerGauge | 4.3 | 4.9 | ✗ No free plan Paid plan starts at $197 per month | |
ProProfs Survey Maker | 4.8 | 4.5 | ✓ Free plan Paid plan - $7 per month | |
Refiner | 4.8 | 5.0 | ✓ Free plan Paid plan starts at $79 per month | |
Hubspot | 4.4 | 4.6 | ✓ Free plan Paid plan starts at $50 per month |
1. UXtweak
UXtweak is an all-in-one UX research platform that provides an NPS survey tool with powerful insights that can help improve your product experience and delight customers. It is designed for usability testing, information architecture research, capturing product feedback, and user behavior analytics at any stage of the development cycle.
The NPS survey tool helps you to make more informed decisions based on true knowledge of your users.
Key features
- Survey Tool
- Preference Test Tool
- Mobile Testing
- Website Testing
- Prototype Testing
- Card Sorting
- Tree Testing
- Five Second Test
- First Click Test
- Session Recording & Heatmaps
- Own Database – Panel management
Try UXtweak user testing tools as a respondent in these demos ⬇️
User reviews & rating
The ratings below are solely based on the tool’s reviews from Capterra:
Overall – 4.9/5
Ease of Use – 4.8/5
Quality of Support – 5/5
Pros
- Has an NPS survey tool to collect unique customer insights
- Can customizable your branding
- Has screener question available
- Has a robust result analysis system
- Advanced analytics that is easy to read
- Intuitive UI and easy set-up
- Has over 155M+ user panels to recruit participants with a CRM participant management tool to manage your own participants
- Offers all the tools you need in one place
- Has a free plan
Cons
- Supports only 10 languages.
Pricing & Plans
UXtweak has a free plan available with unlimited time for small projects. You can also choose a pro plan for only $80 per month and billed annually.
2. Survicate
Survicate is an NPS survey tool that helps you gather insights from customers at all stages of the user journey to deliver a better product UX. It allows you to automate, analyze, and act on feedback to improve satisfaction, track metrics, reduce churn, and build better products.
Key features
- Email Surveys
- NPS, CES, CSAT Surveys
- Website Feedback Surveys
- In-product surveys
- Multi-channel Surveys
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.5/5
Ease of Use – 4.3/5
Quality of Support – 4.5/5
Pros
- Has 100+ built-in survey templates to launch surveys quickly
- Supports NPS, CES, CSAT surveys.
- Has a feedback button that supports quick website feedback.
- Supports multi-channel survey publishing surveys on mobile, web, and in-chat.
- Ability to track, manage, and sync customer insights from multiple sources.
- It has a free plan.
- It integrates contact forms directly onto your website
Cons
- Records multiple responses from the same users.
- Slow backend.
Pricing & Plans
Survicate helps you improve satisfaction with NPS tool surveys for free with its free plan. They also have a paid plan at $99 per month.
3. SurveySparrow
SurveySparrow is an NPS survey tool with an omnichannel functionality that helps you to uncover actionable insights related to customer experience and satisfaction. SurveySparrow allows you to customize your survey questions, segmenting your customers and including follow-up questions to your NPS survey to get better details on each customer entry. They also fully automate the data collection process.
Key features
- Executive Dashboard
- Customer Journey Map
- Craft Beautiful Surveys
- Share Surveys
- Gain Rich Insights
- Recurring Surveys
- White Label Surveys
- Embedded Surveys
- Conversational Forms
- Mobile-first Surveys
- Case Management
- Audience Management
- Smart Surveys
- Video Surveys
- NPS Surveys
- API, Webhooks, Integrations
- Survey Themes
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.4/5
Ease of Use – 4.4/5
Quality of Support – 4.3/5
Pros
- Ability to integrate with custom websites to generate leads and improve customer experience.
- The logic condition functionality assigns a suitable option to each question asked.
- It has an NPS survey functionality in its system.
- User interface is easy to set up and use
- Ability to track NPS trends by week, month, and year
Cons
- Focus is more on the enterprise market
- Some functionalities, such as the “drag and drop question box”, can be buggy.
Pricing & Plans
Surveysparrow allows you to easily identify each detractor, passive, and promoter with its NPS survey tool on a free plan. They also have a paid plan at $99 per month.
4. Qualtrics
Qualtrics is an experience management software with an NPS survey tool that has the ability to send, measure, and analyze NPS data through several channels like apps, websites, email, SMS, chatbots, and offline surveys. Qualtrics NPS tool has an AI functionality that combines NPS and compatible data to predict customer behavior. This helps you to detect churn and improve specific experiences in the customer journey.
Key features
- Digital Experience Analytics
- Customer Journey Optimization
- Web-based NPS Surveys
- Quality Management
- Contact Center Analytics
- CrossXM
- Website and Mobile App Feedback
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.8/5
Ease of Use – 4.4/5
Quality of Support – 4.7/5
Pros
- Accessible from any device from mobile to PC
- Qualtrics is very flexible and Integrates well with other platforms.
- Qualtrics runs an AI-enabled NPS survey that combines NPS and compatible data to predict customer behavior.
Cons
- Dashboards often encounter errors when attempting to download manually.
- Inability to transfer ownership when sharing surveys.
Pricing & Plans
Qualtrics makes an NPS template easy for you to learn about your customer satisfaction and loyalty with their free plan. They also have a paid plan that starts at $125 per month
5. SurveyMonkey
SurveyMonkey is an NPS survey software that allows you to send custom NPS survey questions to get feedback on existing customer satisfaction and loyalty within your product or business. With their expertly written survey templates that speak to customers, you can collect feedback in minutes and drive growth and product improvement with the insights obtained from customer data.
Key features
- NPS Surveys
- Feedback plugins
- Audience panel
- CX metrics
- Branching and Skip logic
User reviews & rating
The ratings below are solely based on the tool’s reviews from Capterra:
Overall – 4.6/5
Ease of Use – 4.6/5
Quality of Support – 4.3/5
Pros
- Ability to custom build NPS surveys with the easy-to-use visual editor
- Ability to create custom dashboards for different users or managers with real-time reporting.
- Ability to send anonymous feedback
- Supports a lot of integrations
Cons
- Poor customer service
- Inconsistent proprietary user panels.
- Limitations on the number of responses and questions.
Pricing & Plans
SurveyMonkey has great integration capabilities that sync with your website with their free plan. They also have a paid plan that starts at $25 per month.
6. Qualaroo
Qualaroo is an NPS software and tool that measures customer satisfaction (CSAT) and new insights to improve customer experience, reduce customer churn, and boost customer loyalty by deploying surveys through native websites, links, emails, in-app, and more channels. Qualaroo also allows you to personalize your surveys to increase response rates and user engagement.
Key features
- Survey Templates
- NPS Survey
- AI Sentiment Analysis
- Nudge for Prototypes
- Confirmation Page Surveys
- Exit Intent Surveys
- Question Branching
- A/B Testing
- Integrations
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.7/5
Ease of Use – 4.7/5
Quality of Support – 4.8/5
Pros
- Has advanced reporting and targeting, as well as a Sentiment analysis feature that helps to collect accurate feedback.
- Has automatic analytics for quick and accurate reporting
- The Nudge feature makes it easy to survey customers while they are performing an action to get precise feedback.
- Supports surveys on iOS and Android devices across all product devices.
- Very easy to set up and work with.
Cons
- Inability to create in-depth custom dashboards and charts.
- The trial version offers only the most basic functionalities.
Pricing & Plans
Qualaroo lets you measure customer satisfaction with its NPS survey tool for a 15-day free trial. You can also choose a paid plan for $80 per month.
7. Mailmodo
Mailmodo is an all-in-one email marketing platform that provides solutions for all your email marketing needs. It allows you to create NPS surveys using their editable pre-made templates using their drag-and-drop editor. It helps you keep track of the performance of your surveys and improve them using valuable insights. It also offers interactive widgets and allows you to set up trigger emails.
Key features:
- Customizable survey templates
- Participants segmentation
- Send surveys based on custom events
- Interactive survey widgets
- No code, drag-and-drop template builder
- Multi-step forms display questions based on answers
- Automated surveys
- Integrated analytics dashboard
User reviews & rating
The ratings below are solely based on the tool’s reviews from Capterra:
Overall – 4.6/5
Ease of Use – 4.4/5
Quality of Support – 4.4 /5
Pros
- Very good customer service
- Easy-to-use interface
- Wide selection of templates to choose from
- Wide selection of interactive widgets to choose from
- Can create custom surveys within minutes
- Features like send-time optimization and dynamic segmentation are great add-ons
- Can set up automations and triggered surveys
- Has a visual journey builder
Cons
- Has a learning curve
- Limited support for non-english users
Pricing and plans
The plans start from $39 a month after a 21-day free trial
8. Zonka Feedback
Zonka Feedback is a Customer Satisfaction Software and NPS Survey Tool that offers an easy way to collect customer feedback and conduct surveys from customers and employees across multiple channels (Web, mobile, and Digital).
Zonka Feedback helps you to measure the right CX metrics, including Net Promoter Score, Customer Effort Score & CSAT Score while keeping your team aligned, viewing responses, and collaborating to close the feedback loop. View insightful reports to target Customer Delight and growth.
Key features
- Build Surveys
- Collect Feedback
- Net Promoter Score, Customer Effort Score & CSAT Score
- Reporting and Analytics
- Close Feedback Loop
- APIs & Integrations
- Microsurveys
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.8/5
Ease of Use – 4.7/5
Quality of Support – 4.9/5
Pros
- Has a centralized inbox used to track and manage feedback from multiple channels.
- Has flexible customization options for NPS & CSAT surveys.
- It provides 1400+ app integration APIs.
- Has in-depth reporting and behavioral analytics like sentiment analysis, heatmaps, etc..
Cons
- Needs more how-to videos to reduce the learning curve.
- Numerous features that can make the software overpopulated.
- Lack of flexibility when exporting customer data.
Pricing & Plans
Zonka Feedback has no free plan but it allows you to collect customer responses and conduct surveys from customers with its 15-day free trial. You can also choose a paid plan at $29 per month for advanced features.
9. Hotjar
Hotjar is an all-in-one customer feedback and insights platform that offers a suite of tools that includes an NPS survey tool with a host of functionalities like a live report dashboard that enables individual analysis of customer responses. Hotjar also offers a feedback poll feature that makes it easy for you to create NPS surveys and learn more about your customer’s satisfaction with your product.
You can also get a quick result update on the NPS score as customers begin to make their entries.
Key Features
- Heatmaps
- Session Recordings
- Feedback
- NPS surveys
- User interviews
- Integrations
- Hotjar API
- Funnels
- Dashboard
- Highlights
- Trends
- Survey templates
User reviews & rating
The ratings below are solely based on the tool’s reviews from Capterra:
Overall – 4.7/5
Ease of Use – 4.6/5
Quality of Support – 4.5/5
Pros
- Has a great survey feature which is helpful in uncovering customer insights.
- Ability to switch between workflows easily
- Has an advanced analytics functionality that helps to monitor customer interaction.
- Integrates with external applications
- Ability to run onsite and standalone NPS surveys for all demographics.
Cons
- The user data can be difficult to interpret when there are multiple entries.
- Slow loading time often due to multiple scrolling.
Pricing & Plans
Hotjar offers a free plan. Their plus plan starts at $39/month.
10. SurveySensum
SurveySensum is a Customer Experience Management and NPS survey platform that helps you make customer feedback actionable. It offers a suite of tools that helps you to successfully launch NPS, CES, and CSAT surveys with the right questions as well as collect, manage, and analyze all customer responses in one place. You can prioritize the next action to take that will improve your NPS score with SurveySensum assistance.
Key features
- Conversational Analytics
- Automated Alerts
- Real-time Customized Dashboards
- Innovative Text and Sentiment Analysis Technology
- NPS, CES, and CSAT Surveys
- Integrations
User reviews & rating
The ratings below are solely based on the tool’s reviews from Capterra:
Overall – 5.0/5
Ease of Use – 5.0/5
Quality of Support – 5.0/5
Pros
- Has an easy to use interface
- Ability to automate workflow.
- Has custom dashboards that provide real-time insights
Cons
- Integrations with external applications is difficult to work around.
Pricing & Plans
SurveySensum helps you to send NPS, CES, and CSAT surveys to your customers easily with its free plan. They have a paid plan that starts at $199/month.
11. GetFeedback
GetFeedback is an NPS survey software and tool that helps you collect customer feedback and learn more about their experience and satisfaction at critical touchpoints in the customer journey. With GetFeedback, you can get more context into your survey responses and then measure and analyze them against valuable customer metrics like NPS, CSAT, or CES. This way, you make a more informed decision on the right action to improve your customer experience.
Key features
- Survey Builder
- Data Import/Export
- Reporting/Analytics
- Listening
- Understanding
- Acting
- Integration
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.7/5
Ease of Use – 4.7/5
Quality of Support – 4.5/5
Pros
- Data report and visualization are customer-friendly
- Very robust and simple feedback surveys.
- Supports integrations across only Salesforce.
- It is user-friendly and provides excellent reporting features.
- Very comprehensive NPS survey feature.
Cons
- It does not permit video responses or screen recordings of the user.
- Restricted to mostly desktop browsers and apps.
- Does not support integrations across a lot of external applications.
Pricing & Plans
GetFeedback’s NPS tool feature helps you gain real customer insights with their free plan. You can also choose a paid plan at $50 per month for advanced features.
12. AskNicely
AskNicely is an NPS software and tool that connects real-time customer feedback data with your product team using the Net Promoter Score. You can automatically customize customer survey questions, collect customer feedback, and track Net Promoter Score to draw meaningful customer insights and improve customer satisfaction.
Key features
- Conversations and Short Surveys
- Analytics and reporting
- Integrations
- NPS surveys via email or SMS
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.6/5
Ease of Use – 4.5/5
Quality of Support – 4.7/5
Pros
- Excellent client success support that is action-oriented
- Supports personalized survey experience.
- The NPS feature on AskNicely is very simple and focuses on customer goals.
Cons
- Integrations with external applications and CRMs are not straightforward.
- The UI is difficult to navigate.
Pricing & Plans
AskNicely connects real-time customer feedback data with your product team using the Net Promoter Score with a paid plan that starts at $199 per month.
13. Retently
Retently is an NPS software platform that collects insightful feedback via NPS surveys and turns unhappy customers into advocates. Retently is automated, saves you time, and increases your customer response rates.
Key features
- Customizable Survey Templates
- Preset filters.
- Customer Segmentation.
- Integrations
- Survey Editor
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 5.0/5
Ease of Use – 4.9/5
Quality of Support – 4.8/5
Pros
- Integration is seamless
- It gives accurate and precise NPS measurement.
- It is easy to use
- The dashboard functionality filters out results in multiple ways e.g. dates, campaign, tags, etc)
Cons
- Does not support multiple languages
- Does not have a lot of features outside of NPS, CSAT, or CES
Pricing & Plans
Retently helps you turn unhappy customers into advocates with their NPS surveys on a 7-day free trial and a paid plan that starts at $50 per month.
14. ProProfs Survey Maker
ProProfs Survey Maker is an NPS software and tool with a suite of advanced features such as detailed survey stats, response grading, cross-device compatibility, multiple question types, and survey embedding used to capture customer responses and learn more about them their experience with your product.
Key features
- Survey Builder
- Customizable Templates
- Data Import/Export
- Reporting/Analytics
- Email Marketing
- Question Branching
- Question Library
- URL Customization
- NPS Survey
- Support Audio/Images/Video
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.8/5
Ease of Use – 4.8/5
Quality of Support – 4.5/5
Pros
- Ability to track NPS scores in real-time and make effective decisions
- Ability to personalize and customize surveys.
- Great reporting and analytics functionality for tracking.
- Very simple user interface.
- Can distribute surveys across six channels and more
Cons
- Analytics feature are not advanced
- Does not have a video question feature in surveys
Pricing & Plans
ProProfs Survey Maker helps you to gauge customer satisfaction with your product with its free plan. They also have a paid plan that starts at $7 per month.
15. CustomerGauge
CustomerGauge is an account experience management platform and NPS platform that provides product teams with the ability to monitor account engagement, collect feedback through NPS surveys, segment real-time results, and map feedback to changes in revenue & customer metrics (e.g. NPS, CSAT, or CES).
Key features
- Survey Builder & Reporting Suite
- Text & Sentiment Analysis
- Driver & Revenue Analysis
- Persona Views & Dashboards
- Closed Loop Workflows
- Instant Alert Notification
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.8/5
Ease of Use – 4.3/5
Quality of Support – 4.9/5
Pros
- Ability to standardize survey templates
- Very strong reporting features
- Very easy to use
- Has a closed loop feature that helps to drive right action plans
Cons
- Does not support integrations
- Inability to clone reports & dashboards even when configured.
Pricing & Plans
CustomerGauge helps you to review, analyze, and share customer responses with a paid plan that starts at $197 per month.
16. Refiner
Refiner is a complete customer survey solution built to make it easy for companies to capture, analyze, and act on their NPS data (as well as other customer satisfaction metrics like CSAT, CES, and more.)
Key features
- Survey Templates
- On-brand Design
- In-product surveys
- Email Surveys
- Survey Links
- Reporting Dashboard
- User Segmentation
- Slack & Email Alerts
- Integrations
- Net Promoter Survey (NPS®)
- Customer Effort Score (CES)
- Customer Satisfaction (CSAT)
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.8/5
Ease of Use – 4.8/5
Quality of Support – 5.0/5
Pros
- Integrates well with other websites and product.
- Personalize every aspect of your Net Promoter Score surveys to increase response rates and collect highly actionable feedback.
- Deliver surveys across multiple channels like email, website widgets, in-app surveys, shareable links, and more.
- Measure customer experience and collect data that will help prevent customer churn.
Cons
- Inability to implement surveys in native mobile applications.
Pricing & Plans
Refiner’s feature-rich NPS software helps you to meet your customer’s satisfaction needs with its free plan. They also have a paid plan that starts at $79 per month.
17. HubSpot Service Hub
HubSpot integrates seamlessly with your customer service software and your all-in-one CRM making it easy for you to answer customer and prospect questions in real-time live with the ability to follow and track responses. Hubspot also recommends the right NPS survey template for your needs to help you gauge customer satisfaction and loyalty over time.
Key features
- Conversational Tools
- A Shared Inbox
- Automation
- Knowledge Base Functionality
- Customer feedback and Custom Surveys
- Reporting
- Survey Templates
User reviews & rating
The ratings below are based solely on the tool’s reviews from Capterra:
Overall – 4.4/5
Ease of Use – 4.4/5
Quality of Support – 4.6/5
Pros
- Easy to setup
- Ability to upload images, videos and links on a single dashboard.
- Can get notified when customers complete your survey and watch completed surveys arrive in your HubSpot dashboard.
- Ability to manage and analyze completed surveys and NPS scores on a single dashboard.
Cons
- Software may lag due to bugs
- Time-consuming to import Hubspot customer data into other programs.
Pricing & Plans
HubSpot Service Hub allows you to view, organize, and analyze all completed surveys and scores in a single dashboard with their free plan. You can choose a paid plan at $50 per month for more features.
Free NPS Tools and Software
For early product teams and businesses that care about their customer experience, leveraging the right NPS tools that assist in tracking customer sentiment, identifying areas for improvement, and gauging overall customer satisfaction is very important as it helps you to deliver a unique experience that helps your product stand out and sets you apart from the competitor.
Here is a list of NPS tools and software that offer a free forever plan:
- UXtweak
- Survicate
- SurveySparrow
- Qualtrics
- SurveyMonkey
- Hotjar
- SurveySensum
- ProProfs Survey Maker
- Refiner
- HubSpot Service Hub
Why are NPS survey tools invaluable?
NPS survey tools help businesses and product teams to measure and analyze customer satisfaction, and loyalty, and ultimately improve customer experiences that drive product and business growth. For this reason, NPS survey tools remain a must-have for product teams and businesses that want to differentiate themselves. Some reasons include
1. Simple to use
NPS survey tools are straightforward and user-friendly, making them easy to deploy. Customers are told to participate in giving an answer to questions on a scale or rating system. Their responses typically tell you how likely your customers are going to recommend your product/service to a friend or colleague. It is often kept simple to allow more customers to engage and respond to the survey questions.
2. Customer insights
The NPS survey framework categorizes responses into Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). This provides product teams and businesses with a clear understanding of their customer base’s sentiment and loyalty. When this data is measured and analyzed, the product team is able to make a more informed decision on product improvement with customer insights.
3. Business and product value
Research shows that overall product growth and customer lifetime value reflect a good NPS score. Higher NPS scores reveal an increase in customer retention, higher referral rates, and greater revenue generation. This makes NPS a valuable tool for forecasting and strategizing future product improvement and growth initiatives.
4. Competitor benchmark
NPS scores are usually used as benchmarks to compare across industries and competitors, offering businesses and product teams the ability to check their performance against others in the same market. This provides insights into product performance and how you can boost your customer satisfaction and loyalty.
NPS survey tools help you capture real-time customer feedback and track changes in behavior and sentiment over time. This presents major opportunities to identify pain points and make product adjustments that will delight customers.
What are the features to look out for in the best NPS software?
The best feature of an NPS tool or software is one that helps you fulfill your goals and objectives of learning more about your customers, their satisfaction, and loyalty towards your product.
However, the best NPS software should have the following features:
- The ability to set up a single-question NPS survey and add a follow-up question, if needed
- The option to deliver the survey through multiple digital channels (Website, Email, In-app, etc.)
- Customer segmentation to categorize the survey
- Survey scheduling and the option to run recurring surveys
- Survey templates to launch NPS campaigns faster
- Automatic NPS data and score calculation
- NPS dashboard to collect, measure, manage, analyze, and review the result of each respondent.
- The ability to customize the survey.
- Integrations with external tools, CRMs and more.
Measure and analyze customer loyalty and satisfaction with NPS tools
Net Promoter Score (NPS) survey tools and software are essential for measuring customer loyalty and gauging overall customer satisfaction. Combined with the right approach to customer experience, NPS helps you to differentiate your product, increase customer delight, and earn lasting customer loyalty. These NPS tools offer a unique advantage for any business or product team that utilizes the NPS surveys to make informed decisions to enhance their products, services, and overall customer experience.
Start conducting your NPS surveys today with UXtweak’s survey tool to collect, measure, analyze and manage customer’s feedback on your product experience!
