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Best Net Promoter Score Software & Survey Tools for 2021March 26, 2021
Measuring customer satisfaction is essential because happy and loyal customers are awesome assets for growing your business. Several ways exist to measure customer satisfaction and loyalty. One of the most trusted ways is calculating the widely prevalent benchmark figure: Net Promoter Score (NPS). It is highly regarded due to its simplicity, effectiveness, and ease-of-use.
But when it comes to asking the NPS question to the right user at the right time, how do you make sure that you have the best NPS software working for you to expand your brand and grow your reputation?
Let’s take an in-depth look at what features you should consider when choosing the best NPS software.
What Is NPS Software?
As explained above, Net Promoter Score survey is a widely used customer satisfaction survey with one standard, predefined question that measures the likelihood of your customers recommending your business/brand/product/service to a colleague/friend/relative. Customers respond on a scale from 0 to 10 and your NPS is calculated based on their responses, using a simple arithmetic formula.
NPS software lets you run a Net Promoter Score survey according to the parameters you want – especially if you have zeroed in on the demographics you want to target with the NPS survey. That is why advanced targeting is one of the essential features in any NPS software worth considering.
10 Essential Features in the Best NPS Software
1. Multiple simultaneous surveys
While looking for ways to expand your business, you may want to have more than one survey campaign running simultaneously. Ensure that the NPS survey software lets you manage more than just one survey and offers complex scheduling logic to make sure that helps you reach out to the audience the right number of times to ensure you stay in touch while avoiding survey fatigue.
Getting constricted to one survey at a time stops you from pursuing different customer segments or trying A/B tests to see which strategic decisions are working in your favor.
If you have to use third-party NPS software that carries its own branding while delivering surveys for you (like Google Forms), it might dilute your brand image. Consider factors such as this when you are deciding which NPS tools you employ to gather customer feedback. The more control you have over how your surveys are being delivered, the better you can target them.
Also, it is a good idea to check if there are limits on the number of surveys you can deliver to your mailing lists of prospects before purchasing a paid plan.
3. Contextual response
Many NPS surveys fall flat at meeting their purpose: uncovering the ‘why’ behind a respondent’s score – especially for passives and detractors (i.e., those respondents marking their likelihood of recommendation as 7 / 8 and 6 or below, respectively). That is why, to be counted amongst the best NPS software, the feature of in-context survey serving is vital.
There are two awesome advantages of in-context NPS surveys: by controlling the exact time and place of the NPS question, you know beforehand which part of your product/website/app the respondent just went through, and hence, you get precisely relevant feedback to your follow-up questions.
Second, you don’t have to limit yourself to just one NPS question at the end of the user experience (which may make the results so average about the overall experience that the responses lose relevance). You can ask the NPS Q (and 1 or 2 follow-up questions, in context) so that user/customer feedback is more accurate.
Being able to white-label your surveys is a great way to deliver a consistent brand experience to your customers and survey respondents. Having a different brand name show up on your NPS survey may send mixed messages to prospects.
It is advantageous to have your uniquely recognizable and identifiable logo, name, and color palette on your surveys so that there is uniformity in the user experience leading to better survey response rates and feedback quality. If the NPS software you are considering doesn’t let you white label the surveys, it may be best to look elsewhere.
5. Multiple channels
Concentrating on one way to deliver NPS surveys (or other types of customer satisfaction/feedback surveys) can make you miss out on important sources of customer feedback. That is why any good NPS software should offer multiple channels through which to distribute your surveys.
Recently, social media and messaging platforms have risen as a novel way to interact with your customer base – and explore new avenues for publicity!
6. Advanced targeting
Knowing who to ask is defined by the customer personas you build. The more accurate your targeting, the more relevant the responses, and consequently, the better insights you gain from customer feedback. Simply asking them how likely they are to recommend you to friends or colleagues delivers one number.
Advanced targeting gets you deeper into your target customers’ mindset by identifying and asking ideal follow-up questions to the most relevant people.
7. Schedule control
Deciding the when and how of serving your NPS survey is crucial. If customers are approached at times or in situations when they are more likely to feel that they were interrupted, it is unlikely that they will fall into the category of promoters (respondents who mark 9 or 10 on the NPS scale).
The more control you have over the timing and delivery method of your survey, the better response rates and quality you will get.
8. In-depth reporting
Making sense of the large amounts of customer feedback is difficult if you try and do it manually. The ideal NPS software should have a good dashboard for reporting the insights, as well as multiple formats for exporting data to be processed by other software. In addition, using AI to carry out Sentiment Analysis lets you respond in real-time, mine feedback automatically, and visualize areas for improvement based on NPS feedback.
9. Feedback looping
Closing the feedback loop is one of the modern interpretations of customer satisfaction theories. What this means in simple terms is that you should follow-up responses from customers with individualized actions as far as possible so that every customer feels heard.
The advantage of this approach is that your NPS score is more likely to increase as customers become more likely to recommend your product or service to their peers.
10. Varied integrations
Some NPS software tools play very well with other software to help you achieve your goals. It is a matter of fact that you will not use only one software for your entire business – you will use multiple tools for different purposes. That is why the best NPS software should integrate easily and advantageously with other software. Do check whether the software offers APIs (Application Programming Interfaces) in case you want a lot of customization in terms of development options.
Pros & Cons of 3 Major Types of NPS Software
There are three major types of NPS software: self-made (AKA in-house), survey software add-ons, and standalone.
1. Self-made NPS software
Incorporating the very basics of serving NPS surveys, you can go for this quick-fix short-term option after considering the following pros & cons.
- Investment: Since you control the cost, you choose how much to invest, in terms of both time and money, so you must trade-off wisely.
- Manpower: Similar to cost, you choose the level of the team handling the creation and management of your in-house NPS survey software.
- Control: Every facet of the NPS software, from the design of the survey to the collection and sorting of the responses, can be fully customized.
- Response rates: There is never a guarantee of high response rates which branded NPS survey software may provide in their package.
- Respondent experience: If this is your first time creating and running an NPS survey, you might not be able to deliver the optimum survey.
- Follow-up actions: Your self-made NPS software may lack many (if not most) of the follow-up functions that more professional software has.
When to use in-house NPS software:
Running your company on a tight budget? Have people with experience in customer feedback? Need an approx NPS from existing customers? Go for it!
2. NPS survey software add-ons
Consider this option if you are already using a customer feedback platform, or if you have been using software to manage your feedback, but it lacks NPS.
- Easy access: In most cases, the add-on is going to be of the plug-and-play variety, in which you just install and run the NPS add-on.
- Quick implementation: Due to the above pro of add-ons being easy & quick to install & run, you start gathering NPS responses immediately.
- Integrating with existing case/feedback management systems: There is no surety that the responses will fit well in your current system.
- Limited reach: It is highly probable that the add-on does not cover all the channels that you have been gathering customer feedback from.
When to use NPS survey software add-ons:
Reluctant to replace your currently running customer feedback management software? Is NPS something you won’t use often? Try NPS software add-ons!
3. Standalone NPS software
If tracking (and improving) your Net Promoter Score is a process you feel essential to your business, you should invest in a full-fledged NPS software.
- Complete solution: Once you have a proper, specialized NPS software up & running, you will be able to analyze customer loyalty accurately.
- Follow-up actions: The NPS software will let you serve relevant logic-driven in-context questions & set actions according to responses.
- Long-term loyalty tracking: By measuring the effect of business decisions on customer loyalty, you gain actually actionable insights.
- Cost: Coming full circle to the pro of the in-house NPS software, the specialized NPS software might cost a bomb – but it will save your time. Also, if you consider it a one-time business investment, it pays off soon!
- Focus loss: Once you start gathering customer feedback and it does not yield a good Net Promoter Score, you might lose sight of business goals and get sidetracked into being obsessed with improving your NPS. Don’t!
When to use standalone NPS survey software:
If you expect that you will be collecting lots of responses (not just to the NPS question but to follow-ups as well) that will need high-level analysis, go for it!
Why You Need Specialized NPS Software
While considering the pros & cons of these three major types of NPS software, you must pay attention to the needs of your business to make this a high-priority choice. Think about it: Net Promoter Score is a great measurement of your brand’s word-of-mouth potential and positive image.
Your NPS surveys deliver even more actionable insights when integrated with other software you already use and advanced targeting: something for which a specialized NPS software is uniquely suited. So here are 9 of the best NPS software for you to choose from when you want to measure customer loyalty and ask in-context questions that are unobtrusive to the point that they delight customers!
Top 10 Best NPS Software For Your Business
Qualaroo is a versatile online survey software counted among the best Net Promoter Score tools in the industry, serving surveys through web browsers, links, emails, in-app and more channels.
It supports a huge variety of integrations with popular tools (like MailChimp, Hubspot, and Salesforce) to enhance the quality and quantity of customer feedback – not just NPS.
What’s more, its advanced targeting options let you ask just the right questions to the right user at the right time. NPS is a good customer satisfaction tracking metric, and deploying your NPS surveys with Qualaroo NudgesTM that are designed to be unobtrusive and contextual works out to be even better.
Asking users and visitors NPS questions within the context of a product experience or website visit rather than after the fact is way more accurate than the usual end-of-experience (or even less effective: email) NPS surveys. In-context NPS surveys paired with precisely crafted follow-up questions get you additional actionable insights. The relevant follow-up questions based on the survey response use logic branching.
Plans & pricing: Free; Enterprise: starts from $80 per month; Premium: starts from $160 per month; Enterprise: custom pricing
ProProfs Net Promoter Score (NPS) software is excellent for understanding the loyalty of customers and discovering effective ways to increase it. Such ways are uncovered by analyzing the feedback gained through follow-up questions in ProProfs’ customizable NPS surveys. The tool supports multiple campaign management to share the NPS survey over numerous channels.
Here’s a quick video from ProProfs on How to Calculate Net Promoter Score
It also schedules and manages recurring surveys. Comprehensive visual reporting using clearly understandable charts and graphs on a daily, weekly, or monthly basis gives you powerful insights for improving NPS.
The free, as well as paid, plans of the ProProfs Survey Software cover diverse areas like gauging customer satisfaction, improving employee engagement, expanding your sales funnel, evaluating online store efficiency, and enhancing customer support. ProProfs’ long experience with survey timing & design helps you avoid survey fatigue from messing up your painstakingly and specifically targeted survey results, whether they are for Customer Service Surveys or Post-Sale Surveys.
Plans & pricing: Free; Enterprise: starts from $5 per month; Premium: starts from $10 per month; both paid plans can be tried free for 15 days.
Survicate is an overall customer feedback management software that helps you capture customer feedback and deliver a better customer experience. Survicate offers a bevy of features, the most notable being NPS surveys, website banners, web app popups, in-app surveys, email surveys, linked surveys, etc.
It works quite well on all major platforms: Windows, Mac, Android, and iOS.
This NPS software also has live chat and email support, a dedicated help center, customer onboarding, help videos, and webinars. In addition to such a good customer support system, this tool has 19 integrations with other software like Hubspot, Google Analytics, Slack, and Intercom. There are more than a 100 templates available for you during the free trial before going for any of the paid plans below.
Plans & pricing: Free, Essential [$49/month], Professional [$99/month], Ultimate [$249/month]
Bonus Read: 30 Best Website Feedback Tools
Promoter.io is a top NPS software for measuring customer satisfaction (CSAT) and gaining insights to reduce customer churn. It collects NPS data by engaging, measuring, responding, analyzing, and growing (increasing) customer engagement. It is quite the complete NPS survey software for your business. The only significant barrier to entry may be its slightly steep pricing.
This Net Promoter Score measuring software has a no-frills, intuitive dashboard, and a feature that manages multiple campaigns. Each campaign can be monitored through its own dashboard. This dashboard includes features such as response tracking, bounce rate measurement, delivery status, and of course, NPS tabulation. The tool supports 27 languages, so we wouldn’t be mistaken in calling it a ‘global’ NPS software. There is Slack, Zapier, and Segment integration.
Plans & pricing: Grow [$199/month], Scale [$479/month], Enterprise [custom]
SurveySparrow is a super easy-to-use platform, giving companies customized NPS surveys to measure customer sentiment and recommendation probability with a single question. Besides, it also has the following features that set it apart: single question surveys, offline surveys for collecting feedback remotely from low-internet locations, and chat-like surveys that are claimed to be “highly engaging and conversational”.
It has comprehensive visualization options and tools for analysis. Other features include pulse surveys, question branching, 360-degree feedback, survey preview and editing, dynamic lists, survey scheduling, data export and import, contact database management and segmentation, etc.
Plans & pricing: Elite [custom], Enterprise [$449/month], NPS [$249/month], Business [$149/month]
Free NPS software is hard to find. Many features we have listed above come as part of the premium bundle of NPS survey tools. Take Delighted, for example. Its complete package has a helpful survey wizard to create surveys quickly from templates, an Autopilot feature to 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. Respondents can send in their responses by replying to the email itself without having to go to an external link.
Taking multi-language support to a whole new level with an incredible 37 languages (we were mighty impressed with Promoter.io, but this tool has ten more!), Delighted has a simple dashboard and multiple integrations with Shopify, Salesforce, Zendesk, Intercom, Office 360, and many others.
Plans & pricing: Free, Premium [$224/month], Premium Plus [custom]
The suite of tools Hotjar offers is headlined by a visual dashboard that enables individual analysis of customer responses. Their Feedback Poll feature provides an easy process to create NPS surveys. There is a function to calculate the NPS score automatically as soon as the target audience starts submitting their responses to your NPS survey. This is especially useful if you need to keep a running tab on your NPS score.
The clientele of Hotjar includes big names like Adobe, SurveyMonkey (not for their surveys but for their heatmap and user session recording features), Unbounce, and Decathlon. Hotjar is GDPR and CCPA compliant and caters to marketers, product managers, and UX designers. It has multi-device and out-of-the-box support for popular platforms like WordPress, Wix, SquareSpace, Shopify, Weebly, etc.
Plans & pricing: Personal – Basic [free]/ Plus [$39/month], Business [starts at $99/month] & for Agencies
Wootric touts itself as an NPS survey software that increases customer lifetime value for their clients. It can be used to look after the whole customer experience. It gives companies an overall analysis of the voice of the customer by using machine learning to deal with large volumes of feedback at scale.
It is quite simple to set up using an automated process that guides you in starting your NPS surveys. Even the collection of feedback and its basic analysis can be automated to a certain extent with Wootric. Apart from emails, Wootric serves in-app surveys as well. There are options to set characteristics that allow for monitoring customer health and retention.
Plans & pricing: Essential [$99/month], Pro [$249/month], Custom
Nicereply has a strong focus on ascertaining NPS for support teams. This helps the most in keeping customer satisfaction (CSAT) levels high so that there is less probability of upset customers spreading negative reviews that can damage your business on social media and other platforms. It helps you track improvements continuously with a variety of charts, time filters, and comparisons.
Nicereply has a big list of features, including customization, integrations, analytics, and data security, as well as some big names in its list of clients, like Microsoft, Lenovo, and Hubspot. Using this NPS tool, you can ask follow-up questions to respondents. The data from surveys can be displayed in your CRM software. Surveys can be triggered according to values set through the CRM as well.
Plans & pricing: Mini [$49/month], Start [$99/month], Grow [$199/month], Business [$299/month]
The NPS tools of AskNicely include survey channel support and campaign management. It also has integration 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.
The survey serving abilities of AskNicely are complemented by branching logic, CRM integration, scheduling for automated surveys, single-click publishing of testimonials, and customizable reports.
Plans & pricing: Options to book a demo for these three plans – Feedback; Frontline + Insights; Custom Solutions.
Net Promoter Score: You Must Act Using Software’s Data & Analytics
Any NPS software is only as good or as bad as how well you use it. The NPS tool you select for the features you need will collect data and measure the NPS score, but what matters is what you do to increase your NPS.
Your strategy to convert NPS detractors into promoters should be built keeping the best practices in mind, just as your chosen NPS software should be selected, keeping your business’s unique needs in mind.
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Questions to ask before choosing an NPS software
We understand that making the perfect choice from so many options can seem like a daunting task.
However, we are here to make your task easier so that your chosen NPS software suits you to a T.
Ask yourself the following questions while deciding among the above (and other) NPS survey software.
- Can the NPS software manage my customer base size?
- Is there a limit on the number of surveys I can deploy?
- Is the payment per survey or per received response?
- Does it offer readymade templates for different applications?
- Does it offer branching and skip logic functionality?
- How does it help me analyze the feedback?
- How good is its reporting dashboard and technology?
- Can I customize and brand the NPS survey the way I want?
- Is the survey interface simple, clear, and unobtrusive?
- Does it offer a robust data backup system?
- Can it easily integrate third-party applications? If yes, then which ones?
- Can it help me sync the customer data from and to my CRM?
- Does the service offer an API?
Now that you know about the best NPS software in the market, start weighing the pros and cons according to your business. You can even start by going for trial versions to test the waters. Keep in mind that the right tool to measure customer satisfaction does not come with the most features but the right features that get the job done for you.
Trying out such a tool for the first time? Then go ahead and give these a try. Not satisfied with your current software? Then perhaps it is time to make the switch to Qualaroo, which offers a complete NPS measurement solution.
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