12 Best NPS Software for 2025: Expert Reviews & User Ratings

Is your current NPS software really helping you grow or holding you back? I know how frustrating it can be to juggle clunky features, limited reporting, and survey tools that just don’t fit your workflow.

NPS tools aren’t just about asking one simple question. They’re powerful platforms that help you gather honest customer feedback, identify promoters and detractors, and transform insights into actionable strategies that fuel growth and improve customer experience.

I’ve tested and analyzed the top 12 Net Promoter Score (NPS) software tools, so you don’t have to. Inside, you’ll find clear pros and cons, pricing transparency, integration capabilities, and real user ratings designed to help you pick the right tool fast.

Pressed for time? No problem. This side-by-side comparison highlights the top 12 NPS software tools for 2025— showcasing their pricing, key features, and real user ratings.

NPS Tool	Best For	Starting Price	Key Features	User Rating (G2 & Capterra)
Qualaroo	Customer feedback, sentiment analysis, churn reduction	Forever-free plan available; Paid from $19.99/month	Easy surveys, integrations, sentiment analysis	4.7 (Capterra)
ProProfs	Customizable surveys, multi-channel feedback	Forever-free plan available; Paid from $19.99$19.99/mo/mo	Customizable campaigns, real-time tracking	4.8 (Capterra)
Zonka Feedback	Customer & employee NPS, alerts, personalized templates	From $49/mo	Employee NPS, alerts, templates	4.6 (G2)
SurveySensum	AI-powered CX analytics, feedback management	On request	AI-enabled text analytics, dashboards	4.6 (G2)
Delighted	Multi-channel surveys, visual appeal	From $17/mo	Easy setup, survey wizard, automatic triggers	4.7 (G2)
Hotjar	Website analytics, heatmaps, in-the-moment feedback	From $99/mo	Heatmaps, feedback polls, auto NPS calculation	4.3 (G2)
HubSpot	CRM-integrated surveys, automation, segmentation	From $90/mo per seat	CRM integration, automation	4.4 (G2)
Nicereply	Support team feedback, multi-metric tracking	From $59/mo	CRM links, survey triggers	4.5 (G2)
AskNicely	In-app surveys, campaign management	From $449/mo	Intercom integration, chat responses	4.7 (G2)
Qualtrics	Global feedback, sales analytics	On request	Advanced analytics, multiple feedback channels	4.3 (G2)
SurveyMonkey	Customizable, AI-driven survey creation	Starts at $30/mo	Customizable, AI-powered	4.4 (G2)
Typeform	Conversational surveys, real-time insights	From $25/mo	Engaging surveys, real-time analytics	4.5 (G2)

Best NPS Survey Software & Tools

When it comes to conducting the best NPS survey software, tons of survey solutions are available in the market that can help you do so. Here are the 12 best NPS solutions to help you make the right decision.

1. Qualaroo

I first heard about Qualaroo from a fellow marketer who swore by its targeted survey capabilities, and I’ve got to say that Qualaroo is an incredible NPS survey software system for tracking customer satisfaction (CSAT) and tackling churn. It makes deploying surveys ridiculously easy—whether through web browsers, emails, in-app popups, or shared links. You name it—they’ve got it covered.

I love how Qualaroo lets you use NPS surveys as part of a more extensive customer research plan. You can measure brand perception, gauge satisfaction, and even see how your marketing strategies are landing. Plus, it plays nice with tools like MailChimp, HubSpot, and Salesforce, which means you’re not just getting more feedback—you’re getting smarter feedback across the board.

Best For: Businesses of all sizes seeking a robust NPS tool with advanced analytics and flexible survey deployment options.

Key Features:

• Easy creation of NPS, CES, CSAT surveys with 100+ templates
• Multiple question types and advanced targeting options
• Branching and skip logic for personalized surveys
• AI sentiment analysis powered by IBM Watson
• In-app, email, and website survey deployment
• White-labeling and API access
• Integrations with Salesforce, HubSpot, Mailchimp, and more

Pros:

• Forever-free plan available with access to premium features
• Intuitive interface that simplifies survey creation
• Powerful analytics and reporting tools
• Flexible deployment options including web, email, and in-app

Cons:

• A dark user interface option is not yet available.
• There is no dedicated account manager for the free plan, unlike paid.

Pricing: Qualaroo gives you a forever-free plan with all premium features. Paid plan starts at $19.99/month.

User Rating: 4.7 (Capterra)

User Reviews: “I’ve used the NPS score and CRO solution to improve my ecommerce clients’ revenue and get quality insights which I wasn’t able to get using other tools like Hotjar. The interface us oretty straight forward and really easy to set-up, so I was able to configure it in a morning.” – Jordi O., Management Consulting (Capterra)

2. ProProfs Survey Maker

While working on Qualaroo, I explored ProProfs Survey Maker, a sister tool. It is is a solid pick if you’re looking to get a real handle on customer loyalty and how to boost it. What’s remarkable is that it doesn’t just stop at the usual NPS question—it helps you dig deeper with follow-up questions in fully customizable surveys. That’s where the real insights come to life.

One thing I appreciate is its flexibility. You can run multiple campaigns simultaneously, sending out surveys across different channels without hassle. ProProfs’ expertise in survey timing and design is a lifesaver—it helps you avoid survey fatigue, so your carefully planned customer service or post-sale surveys get the results you need instead of just annoying your audience.

Best For: Startups and SMBs needing flexible surveys and multi-channel distribution.

Key Features:

• 20+ question types and professional survey templates
• Multi-channel distribution: email, web, mobile
• Real-time NPS tracking and reporting dashboards
• Customizable branding and white-labeling
• Automated survey scheduling and reminders
• Conditional logic and branching questions
• Integration with popular CRMs and marketing tools
• Exportable detailed reports

Pros:

• Flexible survey customization with 20+ question types
• Multi-channel distribution to reach customers via email, web, and mobile
• Real-time tracking and detailed analytics dashboards
• Branding and white-labeling options to maintain professionalism

Cons:

• No on-premise or downloadable version.
• There is no dedicated account manager for the free plan, unlike paid.

Pricing: ProProfs Survey Maker offers a forever free plan for startups and small businesses with all premium features. Paid plan starts at $19.99/month.

User Rating: 4.8 (Capterra)

User Reviews: “In a nutshell, the survey creation using ProProfs Survey Maker has been smooth and effortless. NPS Survey has been a gamechanger for our business. We closely followed up with our dissatisfied customers and solved their pain points. It has turned them into our loyal customers All thanks to ProProfs Survey Maker.” – Lavi G., Digital Marketing Executive (Capterra)

3. Zonka Feedback

Zonka Feedback is a great all-in-one tool for managing NPS surveys. Zonka came onto my radar after a client recommended it for its real-time alert features. It’s perfect for checking in on customer loyalty, and you can even use it for Employee Net Promoter Score (NPS) surveys to understand how your team feels about their work and the company culture.

What’s nice is the level of personalization it offers. You can add your branding, create custom themes, and include follow-up questions to get more detailed feedback. Plus, it has features like automated alerts and notifications, so your team stays in the loop whenever new responses come. Simple, but super effective!

Best For: Businesses aiming to track customer loyalty and employee satisfaction with real-time alerts.

Key Features:

• 50+ ready-to-use survey templates
• Real-time alerts and notifications
• Multilingual surveys for global reach
• Custom branding and themes
• WYSIWYG survey editor with live preview
• Advanced skip logic and response limits
• Integration with many apps via API
• Centralized feedback inbox for all channels

Pros: 

• Easy-to-use drag-and-drop survey editor with live preview
• Wide selection of ready-to-use templates and multilingual support
• Real-time alerts and centralized feedback inbox for quick action
• Strong integration capabilities with 1400+ apps via API

Cons:

• More training videos are required.
• Some users have experienced occasional lags or slow loading times.

Pricing: Starts at $49/month.

User Rating: 4.6 (G2)

User Reviews: “Zonka had some interesting emoji features, and the tool is easy to use. However, their tool crashes frequently they don’t have much IT support, We use it very frequently and customer support is terrible every time we have an issue we have to reach out to the CEO. Implementation is a task.” – Jainam S., Manager – Customer Centricity

4. SurveySensum

SurveySensum is an AI-enabled NPS software that allows users to create, launch, and analyze effective NPS surveys across industries such as B2B, NBFC, automotive, retail, SaaS, etc. I discovered SurveySensum through an industry webinar on AI-powered customer experience tools. The tool is an effective solution for taking relevant action on NPS feedback that drives revenue.

But it’s not just a simple NPS tool. It is a fully-fledged CX service. The tool, along with its basic and advanced survey features, goes further and provides CX consultation from top CX experts. These experts offer end-to-end implementation support, from creating powerful surveys to analyzing and deriving well-formed action plans that align with your business KPIs.

Best For: Mid-sized to large businesses seeking AI-driven customer experience management.

Key Features:

• AI-enabled text and sentiment analytics
• Industry-specific customizable survey templates
• Real-time, customizable dashboards and reports
• Multi-channel survey distribution (email, SMS, web)
• Automated ticketing and feedback loop closure
• White-labeling and survey throttling
• Integration with CRM and support platforms
• Guaranteed 2-hour SLA support

Pros:

• AI-powered text and sentiment analysis simplify open-ended feedback
• Industry-specific templates tailored to various sectors
• Customizable real-time dashboards for deep insights
• Reliable support with guaranteed 2-hour SLA response

Cons:

• Limited integrations.
• Some users find that the readily available reports lack depth.

Pricing: Available on request.

User Rating: 4.6 (G2)

User Reviews: “SurveySensum has many powerful features that were unfortunately not immediately obvious to me at first glance, and I needed the guidance of the support team to achieve my intentions. I have been spoiled by less powerful products with better documentation and UI/UX.” – Peter L., Small Business (G2)

5. Delighted

The best NPS survey software can be pretty hard to find for free. Many of the features I have listed above come as part of the premium bundle of NPS survey tools. Take Delighted, for example. It was introduced to me during a conference session on simplifying NPS surveys. Its complete package has a helpful survey wizard that allows users to create surveys quickly from templates. 

Also, its autopilot feature helps run surveys according to schedule and multiple survey distribution channels (web-based, email, messages, and links). One of the things working in favor of Delighted is its visual appeal. You can serve SMS-based, email, and web-based NPS surveys (among other types) using this tool. 

Best For: Large businesses needing straightforward, multi-channel NPS surveys with quick deployment.

Key Features:

• Easy survey creation with a survey wizard
• Multi-channel distribution: email, SMS, web, and links
• Automatic survey scheduling and triggers
• Custom branding and logo addition
• Real-time dashboards and segmentation
• Open-ended follow-up questions
• Integration with common platforms via API
• Mobile-friendly survey designs

Pros: 

• User-friendly interface for quick survey creation and deployment
• Multi-channel distribution increases reach and response rates
• Visual, real-time reporting for easy monitoring of customer sentiment

Cons: 

• Cannot respond to feedback directly
• Needs more advanced reporting features

Pricing: Starts at $17/month.

User Rating: 4.7 (G2)

User Review: “Easy to use, reporting and dashboard is easy to understand. The integrations are not the best, but they exist. I wish you could have a link and email generated by a person automatically, so if the email bounces the same survey/contact would exist with the link.” – Carly M., Customer Success Director (G2)

6. Hotjar

Hotjar’s suite of tools includes an NPS feedback tool headlined by a visual dashboard that enables individual analysis of customer responses.  I found Hotjar while looking for ways to combine website behavior data with customer feedback. Their Feedback Poll feature provides an easy process for creating NPS surveys. 

There is a function to automatically calculate the NPS score as soon as the target audience submits their responses to your NPS survey. This is especially useful if you need to keep a running tab on your NPS score.

Best For: Businesses wanting to pair customer feedback with heatmaps and session recordings.

Key Features:

• Heatmaps and session recordings to track user behavior
• Built-in NPS and feedback survey templates
• On-site feedback polls and widgets
• Real-time feedback collection and NPS auto-calculation
• GDPR and PCI compliance for secure data
• Easy integration with web platforms
• Visual reporting for behavior and feedback insights
• Survey targeting based on user actions

Pros:

• Combines feedback with behavior analytics for deeper insights
• Simple survey setup with templates
• Real-time data collection and reporting
• Strong security and privacy compliance

Cons:

• Limited data tracking
• UI needs optimizations

Pricing: Starts at $99/month.

User Rating: 4.3 (G2)

User Reviews: “I can visualize the navigation of incoming website visits. Hotjar has limited options compared to other marketing and analytics tools. Its price is a bit high.” – Sam K., Digtal Marketing Executive (G2)

7. HubSpot Feedback Surveys

HubSpot’s survey features caught my eye as I explored CRM platforms with integrated feedback options. Distribute them through various channels, including email and web pages, and track responses in real-time within your HubSpot dashboard.  

The tight integration with HubSpot’s CRM allows you to segment your audience, personalize surveys, and trigger automated follow-up actions based on responses.

Best For: Small to midsize businesses wanting personalized surveys and automated follow-ups.

Key Features:

• CRM-based audience segmentation for targeted surveys
• Automated survey triggers and follow-up actions
• Multi-channel survey distribution (email, web, social)
• Real-time tracking and analytics within HubSpot dashboard
• Personalization using customer data
• Workflow and task automation
• Scalable platform to grow with business needs
• Integration with HubSpot marketing and sales tools

Pros:

• Deep integration with HubSpot CRM for personalized feedback
• Automation reduces manual follow-up work
• Real-time monitoring and reporting
• Scalable for growing teams and businesses

Cons: 

• It may not be as flexible as standalone survey platforms.
• Advanced features may require higher-tier HubSpot subscriptions.

Pricing: Starts at $90/month per seat.

User Rating: 4.4 (G2)

User Reviews: “Regarding the surveys, we have found that many of the responses obtained are from clients who have hidden their identity when answering, something that reduces the amount of useful information from our surveys. In relation to reporting, I believe there should be more possibilities for customization of the graphs and tables.” – Cristina R., Enterprise (G2)

8. Nicereply

Nicereply is another NPS software that strongly focuses on ascertaining NPS for support teams. It came up in a support forum discussion about tools focused on customer service metrics. This helps the most in keeping customer satisfaction (CSAT) levels high so that upset customers are less likely to spread negative reviews that can damage your business on social media and other platforms.

It helps you continuously track improvements with charts, time filters, and comparisons. Survey data can be displayed in your CRM software, and surveys can also be triggered according to values set through the CRM.

Best For: Support and customer service teams focusing on NPS, CSAT, and CES tracking.

Key Features:

• Track NPS, CSAT, and CES metrics simultaneously
• Integrations with popular CRM and helpdesk software
• Automated survey triggers after customer interactions
• Real-time email notifications of survey completions
• Customizable survey branding
• Post-interaction and in-email surveys
• Response analytics with trend reports
• Multi-language survey support

Pros:

• Tailored for support workflows and satisfaction tracking
• Multi-metric feedback on one platform
• Easy CRM and helpdesk integration
• Real-time notifications keep teams responsive

Cons: 

• Does not support a combined view.
• Does not display the number of participants.

Pricing: Starts at $59/month.

9. AskNicely

This NPS software, AskNicely, includes survey channel support and campaign management. It also has integrated support for Intercom to pair feedback messages with survey responses so that both can be analyzed together to draw or support insights from customer feedback.

One very useful feature it has in common with Qualaroo (and a few others mentioned above) is the ability to serve in-app NPS surveys.

Best For: Mid to large businesses focusing on real-time customer engagement and feedback.

Key Features:

• Survey distribution via email, SMS, and in-app
• Integration with Intercom and other messaging tools
• Automated reminders and notifications
• Built-in chat window to engage respondents directly
• Advanced analytics and response categorization
• Team collaboration tools for feedback management
• Customizable survey templates
• Feedback follow-up automation

Pros: 

• Strong in-app survey and messaging integration
• Comprehensive campaign and respondent management
• Direct engagement through chat windows
• Detailed feedback analytics and reporting

Cons:

• Survey reminders do not work for SMS.
• UI is a little complicated to get started with.
• Too pricey as compared to competitors.

Pricing: Starts at $449/month.

User Rating: 4.7 (G2)

User Reviews: “The ease of use to intergrate Asknicely into our CRM makes it easy for any business. I would like to see more customisation in the console.” – Robert P., Sales And Marketing Specialist (G2)

10. Qualtrics

Qualtrics is an experienced management and technology platform that helps you make better decisions by leveraging customer insights, research, and concept testing.  A CX expert recommended it for its advanced analytics and enterprise capabilities. Using this NPS software’s CoreXM, anyone can capture feedback from anywhere in the world and use it to make better decisions.

Qualtrics’s NPS surveys are powerful and valuable enough to help individuals and organizations generate sales insights and optimize sales pipelines based on analytics. But Qualtrics doesn’t stop at just collecting data. Their NPS surveys are designed to provide deep insights into your sales pipeline.  

Best For: Mid to large enterprises needing advanced analytics and multi-channel feedback collection.

Key Features:

• Expert-designed survey templates and real-time recommendations
• Over 30 visualization and reporting options
• Multi-channel survey deployment (email, SMS, web, mobile)
• Advanced sentiment and predictive analytics with IQ feature
• Sales pipeline insights from customer feedback
• White-labeling and extensive customization
• Integration with major CRM and enterprise systems
• Support for global feedback and compliance

Pros: 

• Powerful analytics and data visualization tools
• Expert survey design assistance
• Large-scale multi-channel feedback reach
• Strong integration with sales and CX platforms.

Cons: 

• Limited customization 
• Has a steep learning curve

Pricing: Available on request.

User Ratings: 4.3 (G2)

User Reviews: “It is a very complete survey tool for brands that want to analyze customer expérience. Quite expensive (not for a small business). Not a self-care software (need project management to be implemented).” – Fred C., Product Manager (G2)

11. SurveyMonkey

SurveyMonkey is a popular online feedback tool and one of the best Net Promoter Score tools.  It has been a go-to tool I’ve seen widely used for its ease and versatility. It allows people to turn their feedback into actionable decisions and drive growth. It has tons of features and an easy-to-use interface to help you get started with it.

This NPS software comes with plenty of customizable and collaborative features, making it a great choice for all kinds of surveys. It also includes strong security features to keep your data safe.

Best For: Businesses of all sizes needing versatile, AI-enhanced surveys.

Key Features:

• AI-driven survey recommendations and analytics
• Extensive question types and branching logic
• Automatic language translation for global reach
• Collaboration and sharing features
• Strong security and compliance standards
• Real-time data dashboards
• Integration with many third-party platforms
• Customizable branding and survey design

Pros: 

• Easy-to-use interface with AI assistance
• Supports global and multilingual surveys
• Strong data security and compliance
• Collaborative survey creation

Cons:

• Not easy to navigate through.
• Lacks flexibility in designing surveys.

Pricing: Starts at $30/month.

User Rating: 4.4 (G2)

User Reviews: “It’s easy to use and surveys are quick to set up once you have your parameters determined.There’s no confirmation if a survey was successfully sent to a list. It would also be nice to be able to view open vs click rates to determine if is was a spam checker viewing the email or an actual human.” – Christina R., Sales & Marketing Coordinator

12. Typeform

Typeform is one of those NPS feedback software tools that users would love to engage with instead of ignoring. It caught my attention thanks to its engaging, conversational survey design showcased in a blog post. Typeform makes it easy to create surveys that feel more like real conversations while looking great, so they reflect your brand’s personality.

It’s packed with helpful features like live preview mode, detailed analytics, and smart insights to help you get the most out of your NPS surveys and make better, data-driven decisions.

Best For: Businesses of all sizes needing versatile, AI-enhanced surveys.

Key Features:

• AI-driven survey recommendations and analytics
• Extensive question types and branching logic
• Automatic language translation for global reach
• Collaboration and sharing features
• Strong security and compliance standards
• Real-time data dashboards
• Integration with many third-party platforms
• Customizable branding and survey design

Pros: 

• Easy-to-use interface with AI assistance
• Supports global and multilingual surveys
• Strong data security and compliance
• Collaborative survey creation

Cons:

• Needs more language customizations.
• Needs more options for conditional logic.

Pricing: Starts at $30/month.

User Rating: 4.4 (G2)

User Reviews: “What I like most about Typeform is how it makes forms feel more personal and engaging. It can become costly as you expand, particularly if you require advanced features. Additionally, the design flexibility is somewhat restricted if you aim to completely personalize the appearance and experience.” – Mateo F., Customer Success Director (G2)

How to Choose the Right NPS Survey Software

Picking the right NPS survey tool is a big deal when tracking customer loyalty and satisfaction. Short on time? Don’t worry, just skim:

Selection Criteria	What to Look For	Recommended Tools
Versatile Survey Types	Support for NPS, CES, CSAT, and other feedback types	Qualaroo, ProProfs Survey Maker
Ease of Use	Drag-and-drop builders, ready-made templates, intuitive dashboards	Qualaroo, ProProfs, Delighted
Advanced Features & Flexibility	Branching logic, multiple question types, real-time dashboards	Qualaroo, ProProfs, Zonka Feedback, SurveySensum
Customization & Branding	White-labeling, brand colors, logos, survey flow customization	Qualaroo, ProProfs, Delighted, Typeform
Integration Capabilities	Seamless CRM, marketing, and support platform integrations	Qualaroo, HubSpot, Zonka Feedback
Reporting & Analytics	Real-time score updates, sentiment analysis, segmentation, export	Qualaroo, ProProfs, SurveySensum, Hotjar
Pricing & Scalability	Transparent pricing, free plans, scalable tiers	Qualaroo, ProProfs, Delighted, SurveyMonkey
Customer Support & Onboarding	Responsive support, onboarding, training	SurveySensum, Qualaroo, ProProfs
User Ratings & Reviews	High ratings and positive feedback on G2, Capterra	Qualaroo, ProProfs, HubSpot, AskNicely
Free Trials & Demos	Availability of free plans or demos for testing	Qualaroo, ProProfs, SurveyMonkey, Delighted, Typeform

Here is the criteria elaborated:

1. Versatile Survey Types (NPS, CES, CSAT, etc.): If you need a tool that covers a broad spectrum of survey types, Qualaroo excels at this, offering comprehensive support for NPS, CES, CSAT, and more. ProProfs Survey Maker is another strong choice, providing great flexibility to capture diverse customer insights.

2. Ease of Use and Intuitive Design: When it comes to simplicity and speed, Qualaroo is the one you should go for. Its drag-and-drop survey builder and ready-made templates make setup effortless. ProProfs and Delighted also offer intuitive interfaces that help teams launch surveys quickly.

3. Advanced Survey Features and Flexibility: For advanced capabilities like branching logic, multiple question types, and real-time dashboards, Qualaroo leads the way with a powerful feature set. ProProfs, Zonka Feedback, and SurveySensum also provide excellent flexibility to tailor surveys and analyze feedback deeply.

4. Customization & Branding Options: To maintain a consistent brand experience, Qualaroo allows extensive customization and white-labeling so your surveys look fully branded. ProProfs, Delighted, and Typeform also provide solid branding options that let you tailor the look and feel.

5. Integration Capabilities: When seamless connection with CRMs, marketing automation, and support platforms is essential, Qualaroo stands out for its robust integrations with Salesforce, HubSpot, and Mailchimp. If you want vast integration options, HubSpot’s native CRM and Zonka Feedback’s extensive app library are excellent choices.

6. Robust Reporting & Analytics: When seamless connection with CRMs, marketing automation, and support platforms is essential, Qualaroo stands out for its robust integrations with Salesforce, HubSpot, and Mailchimp. If you want vast integration options, HubSpot’s native CRM and Zonka Feedback’s extensive app library are excellent choices.

7. Pricing Transparency & Scalability: If you want to start risk-free and scale affordably, Qualaroo and ProProfs offer forever-free plans packed with premium features. Delighted and SurveyMonkey also provide flexible plans suited to growing businesses.

8. Customer Support & Onboarding: For responsive support and smooth onboarding, SurveySensum is a standout with its guaranteed 2-hour SLA, while Qualaroo and ProProfs provide solid training resources to get you started quickly.

9. User Ratings and Reviews: When choosing a trusted platform, Qualaroo consistently earns high marks on G2 and Capterra, reflecting excellent user satisfaction. ProProfs, HubSpot, and AskNicely are also widely praised for their reliability and support.

10. Free Trials & Demo Availability: Before committing, it’s wise to try before you buy. Qualaroo and ProProfs provide excellent free plans to test features risk-free. You can also explore demos from SurveyMonkey, Delighted, and Typeform to find the best fit.

What Are the Top Features of NPS Survey Software?

NPS survey tools are equipped with several essential features that help businesses effectively gauge and analyze customer loyalty. Here’s a detailed look at these features:

1. Survey Customization: You can customize surveys to match your company’s branding, giving them a personal touch that feels familiar to respondents. This not only makes surveys more engaging but can also boost response rates. Tools like Qualaroo even offer white-label options to take your branding up a notch.

2. Dedicated NPS Dashboard: A dedicated NPS dashboard is another game-changer. It lets you see all your NPS data in one place, making it easier to track trends and understand what’s working. Qualaroo nails this with its consolidated reporting feature.

3. Multi-channel Distribution: By giving customers more ways to respond, you’re not only improving the chances of participation but also gathering more diverse and well-rounded feedback. It’s like casting a wider net to ensure no valuable insights slip through the cracks.

4. Real-time Analytics: You get real-time insights into NPS scores and customer sentiment as responses roll in. This means you can act fast—whether fixing an issue or tweaking a strategy based on fresh feedback.

5. Integration Capabilities: Seamless integration with tools like CRMs or marketing platforms makes everything run smoothly. It enriches customer profiles with feedback data so you can follow up effectively, run smarter campaigns, and get a complete picture of your customer interactions.

What Are NPS Survey Software Used For?

NPS tools are invaluable in assessing customer loyalty and satisfaction, directly influencing business growth and customer retention strategies. Here’s a deeper look into the specific uses of NPS tools:

1. Measure Customer Loyalty and Satisfaction: The best NPS tools ask customers to rate the likelihood of recommending a company’s products or services on a scale from 0 to 10. This simple metric clearly measures customer satisfaction and loyalty, indicating the overall health of customer relationships.

2. Identify Promoters, Passives, and Detractors: Based on the NPS survey scores, customers are categorized into three groups: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6). Identifying these groups helps businesses target specific strategies to enhance satisfaction, reduce churn, and convert passives into promoters.

3. Collect Actionable Feedback: Beyond just scoring, NPS survey software enables companies to solicit open-ended responses after the initial rating. This feedback is crucial for understanding the reasons behind the scores provided by detractors, passives, and promoters. It helps businesses pinpoint specific areas of improvement and product or service enhancement opportunities.

4. Benchmark Performance Against Competitors: NPS also serves as a competitive benchmark. Companies can compare their NPS against the scores of their competitors or industry averages to gauge where they stand in terms of customer loyalty. This comparison can be pivotal for strategic planning, marketing, and product development.

5. Predict Future Business Growth Through Customer Advocacy: A higher Net Promoter Score is often associated with overall business growth. Companies can forecast growth driven by customer advocacy by analyzing trends in NPS over time and correlating it with new sign-ups or revenue growth. This predictive capability makes NPS a strategic tool in planning and resource allocation.

Benefits of NPS Survey Software

NPS software gives businesses a big boost by helping them understand what customers really think and feel. Here’s a closer look at why it’s worth it:

1. Enhanced Customer Insights

NPS tools delve deep into customer sentiment and loyalty, giving businesses a clear view of how customers perceive their brand and services. This understanding helps companies tailor their products, services, and interactions to better meet customer needs and expectations, enhancing overall satisfaction.

2. Improved Customer Retention

By identifying detractors and at-risk customers early, NPS tools allow businesses to proactively engage with these customers to address their concerns. Timely intervention can resolve issues before they escalate, improving customer satisfaction and loyalty and ultimately reducing churn.

3. Data-Driven Decisions

NPS provides quantitative data that informs crucial business decisions. By understanding trends in customer feedback, companies can make informed choices about product developments, marketing strategies, and customer service improvements, ensuring that resources are allocated to areas that maximize impact.

4. Operational Efficiency

Automating the collection and analysis of feedback streamlines these processes, saving valuable time and resources. NPS tools eliminate the need for manual survey distribution and data compilation, allowing teams to focus on interpreting the data and implementing actionable improvements.

How Belron Uses NPS Software to Maintain a Sky-High Promoter Score

Belron, a global leader in auto glass repair, knows how critical it is to listen to their customers. Whether recognized as Safelite® in the U.S., Autoglass® in the UK, or Carglass® in Europe, Belron uses Qualaroo to gather deep, actionable feedback that keeps their customer experience world-class.

Understanding Customers Beyond the Score

Qualaroo’s AI-powered sentiment analysis, integrated with IBM Watson, transformed how Belron processes open-ended feedback. Instead of manually sifting through responses, the team quickly identifies key themes and customer concerns. Jamie notes, “Using sentiment analysis with Qualaroo made it effortless to spot patterns in customer responses—fantastic!”

Overcoming the ‘Recency Effect’

Stephen Payne, Customer Journey Improvement Manager, explains that while their NPS scores hover impressively above 80, that number alone doesn’t tell the whole story. Because customers remember the final positive interaction most, early journey issues often go unreported.

Qualaroo helps Belron capture feedback at every stage—especially early in the booking process—highlighting where customers face friction and why some visitors bounce without converting.

Learning from Visitors Who Leave

Belron uses Qualaroo’s exit-intent surveys to capture feedback from visitors who leave without booking. This helps answer, “Why did they leave?”—a critical insight that guides improvements on the website and beyond.

By combining survey feedback with analytics like demographics and A/B testing data, Belron discovered multiple distinct customer segments, leading to tailored experiences that better serve each group.

Easy Setup, Powerful Results

What Belron appreciates most is how simple Qualaroo is to implement: no coding, quick setup, and excellent reporting tools. 

Pricing Structures & Budget Considerations for NPS Survey Tools

The right NPS tool often comes down to understanding its cost in relation to the features and value it provides. Here are the standard pricing structures you should know:

Subscription Models: This is the most prevalent pricing model for NPS tools, where users pay a recurring fee, typically monthly or annually. These subscription plans are usually tiered, based on the number of surveys you can send, the number of responses you can collect, and access to premium features such as advanced analytics, greater customization options, and more extensive integration capabilities. This model benefits businesses looking for predictable costs and regular updates and support.

Per-Response or Per-Survey Pricing: Some NPS tools offer pricing based on the volume of surveys dispatched or the number of responses received. This model can be cost-effective for organizations that do not require frequent surveys but still want access to powerful tools for specific times. It allows businesses to pay only for what they use, which can control costs while still gathering valuable customer insights.

Freemium Models: Many providers offer a basic version of their NPS tools for free, with limited features that might include a capped number of surveys, basic analytics, and limited customization. Tools like Qualaroo truly stand out with its forever-free plan. It’s not just a stripped-down trial; you get access to all the premium features, making it a precious option for businesses of all sizes. Paid upgrades are available for access to more advanced capabilities, making the tool scalable as business needs grow.

Enterprise Solutions: Custom pricing is often available for large organizations or those with complex needs. This may include comprehensive support, advanced analytical tools, full customization, integration with other enterprise systems, and the ability to handle a high volume of surveys and responses. This model is tailored to fit the organization’s specific needs and usually involves negotiation directly with the provider.

Pro Tip: Also consider factors such as the potential for growth, the level of support provided, and how well the tool integrates with your existing systems.

Now All That’s Left to Do Is Pick the Right NPS Tool!

Finding the right NPS software can make all the difference in understanding your customers, building loyalty, and growing your business. 

Whether you’re a small startup looking for a free, feature-packed tool like Qualaroo or a larger company that needs the advanced features of platforms like Delighted or SurveyMonkey, there’s something out there for everyone.

The best tool for you is the one that fits your goals, budget, and unique needs. Take some time to check out your options, test free trials, and focus on the features that will impact your business most. The right choice can help you turn customer feedback into real growth!

Frequently Asked Questions