13 Best Net Promote Score Software to Measure Customer Satisfaction

Net promote score software is a metric program that is widely used for customer experience programs. Net promoter score software helps measure customer loyalty by assessing business recommendation likelihood.

Net promote score software benefits companies as it identifies unsatisfied and at-risk customers. It helps to segment customer loyalty and zero in on the loyalty drivers. It aids in monitoring improvements in the customer journey, as well as benchmarking industry and competitor scores.

Geekflare has created this list of the best net promote score software to help you select the best NPS for your business needs and customer feedback strategy. Ensure NPS software aligns with your specific goals for a successful outcome.

• 1. Hotjar
• 2. Typeform
• 3. SurveySparrow
• 4. Delighted
• 5. SurveyMonkey
• 6. Zonka
• 7. Survicate
• 8. Fynzo
• 9. Nicereply
• 10. Proprofs
• 11. Qualaroo
• 12. Retently
• 13. Satismeter
• Show moreShow less

1. Hotjar

The tool Hotjar includes an NPS feedback tool, which features a visual dashboard that allows for individual customer response analysis.

Hotjar’s Feedback Poll feature makes it simple to design NPS surveys.

Hotjar Features

• Creates surveys quickly with the built-in survey templates.
• Provides suggestion boxes so you receive real-time feedback.
• Conducts on-site and standalone NPS surveys for all demographics.
• Uses survey pop-ups and widgets to collect real-time feedback.
• Visualizes your website’s visitors’ interactions and actions

Hotjar has a function that automatically computes the NPS score as soon as the target customers initiate answering your NPS survey. It is essential for you to keep track of your NPS score over time.

Try Hotjar

2. Typeform

Users would love to interact with Typeform, one of those platforms for collecting client feedback.

To help you project a feeling of your brand, Typeform invites you to develop interactive surveys with eye-catching visuals.

Typeform Features

• Provides a feedback management system to simplify NPS data from many channels and sources.
• Has options to send surveys via email to increase response rates.
• Provides built-in reporting and analytics system to achieve insightful knowledge from data.
• Offers live result tracking to help you make decisions in real time.

There are several features that Typeform offers, including a live preview mode, in-depth statistics, and helpful insights that can help you increase the efficiency of your NPS surveys and improve your decision-making.

Try Typeform

3. SurveySparrow

According to the SurveySparrow website, it is the best platform for NPS surveys. The simplicity and breadth of the capabilities offered by SurveySparrow are highly impressive.

With the help of the SurveySparrow’s automated follow-up questions, you may clarify a user’s response to a question and find out why they chose to respond that way. Asking open-ended questions can help you comprehend a customer’s outlook better. 

SurveySparrow Features

• Lets you analyse your result in comparison to the industry standard.
• Provides advanced automated inquiries for clarification.
• Offers NPS updates in real-time.

With SurveySparrow you can compare your NPS score, which updates in real-time, with the precise industry average for your company. It covers timing as well as frequency. 

Try SurveySparrow

4. Delighted

Delighted by Qualtrics is a feature-rich NPS tool. It includes a survey wizard that allows you to create surveys from pre-made templates.

Delighted’s autopilot feature also obliges running surveys on time and via numerous survey distribution channels like web-based, email, and SMS.

Delighted Features

• Provides a real-time dashboard to provide an overview of your surveys.
• Adds logos and themes to your surveys to make them more representative of your brand.
• Directly address your audience members by tailoring your questions to their specific needs.
• Schedules ongoing surveys and create custom triggers for automatic polling.
• Follows up your NPS questions with open-ended questions to gain detailed insights.
• Segments your data and examine trends based on various metrics.

Delighted’s visual appeal is one of its strengths. This tool allows you to send NPS surveys via SMS, email, or the web. Customers can send in their responses by replying to the email rather than going to an external link.

Try Delighted

5. SurveyMonkey

One of the best tools for calculating Net Promoter Score, SurveyMonkey is a well-liked online feedback platform that enables users to convert their observations into decisions that will help them expand their businesses.

To make using it simple for you, SurveyMonkey includes a tonne of features and an intuitive design.

SurveyMonkey Features

• Provides aid of built-in survey templates, create attractive NPS surveys quickly.
• Creates interactive surveys using the visual editor.
• Utilizes branching and skip logic to collect only the pertinent data.
• Utilizes the AI-based recommendation engine to gain insights about how to improve your surveys.
• Offers aid of automatic language translation, create surveys accessible worldwide.

SurveyMonkey is the perfect survey solution thanks to its many collaborative and programmable capabilities. To support data security, it even includes a plethora of security features.

Try SurveyMonkey

6. Zonka

You can obtain thorough NPS reports from Zonka, an award-winning customer feedback SaaS, including Insights, Trends, Text Analysis, and more. 

With Zonka can also drill down and filter the data and designate the appropriate team members to handle any issues brought up by a detractor. This choice is essential for taking action, addressing problems, and closing the feedback loop to enhance the customer experience.

Zonka Features

• Using iOS and Android smartphones, Zonka enables you to gather such feedback offline.
• It offers an effective survey generator with branding options.
• You can convey the most pertinent inquiries to various consumer segments using skip logic and survey redirection.

Try Zonka

7. Survicate

Another excellent NPS survey tool that can help you get customer feedback and provide a better customer experience is Survicate. NPS surveys, website banners, web pop-ups, in-app surveys, and emails are some of the most significant things it offers.

Additionally, to ensure a seamless user experience, Survicate offers live chat, a dedicated help centre, customer onboarding, instructional videos, and webinars. Any small to medium-sized business can utilize the company’s tool to get customer feedback and gain data to assist the firm’s growth.

Survicate Features

• Launches surveys immediately with the assistance of more than 100 built-in survey templates.
• Manages customer insights from a variety of sources.
• Publishes surveys across platforms like Windows, Mac, Android, and iOS.

Try Survicate

8. Fynzo

You can frequently obtain feedback and evaluate it to learn more about your goods or services with Fynzo’s NPS tool. Using Fynzo’s online survey tools, you can create and distribute tailored surveys to your target demographic and gain insightful data. 

The design and distribution of surveys will be simpler than ever with Fynzo’s ready-made templates, simple accessibility, and collaboration opportunities! Send invitations by email or SMS, share them on social media, embed them on websites, or contact people via QR codes.

Fynzo Features

• Integrates your app of choice with others, like Google Sheets, Zapier, Slack, Google Analytics, and Facebook Pixel, among many more.
• Gives assistance and support throughout the day. You can contact Fynzo’s customer care team if you have any issues with their NPS tool.
• Creates your surveys by adding images, videos, or GIFs, along with the logo of your business, to give your NPS survey a professional appearance.

Try Fynzo

9. Nicereply

Gain more insights into your customers’ loyalty right from the email signature or post-resolution tickets and conversations using customizable templates with Nicereply NPS surveys.

Delight customers with immediate response options for enhanced user experience on website visits, plus take advantage of automated, timely post-resolution surveying to ensure you capture every opinion that matters.

Nicereply Features

• In-signature and email template surveys to get invaluable feedback from every customer
• Read all comments in the rating feed and easily spot any unhappy customers highlighted for your convenience.
• Assess satisfaction with post-resolution surveys and tailor requests to feedback at appropriate intervals for improved customer experiences.
• It also helps analyse data collected from varied surveys to derive actionable insights and drive improved results.
• Monitor and enhance NPS performance through the use of intuitive visuals.

Nicereply surveys provide company-wide feedback useful across many departments such as Marketing, Product, HR, and Customer support. The company has flexible plans for all business types, with a 14-day free trial and a 30-day money-back guarantee.

Try Nicereply

10. Proprofs

Proprofs NPS Survey helps businesses in 4 easy steps, which are the creation of the survey with the Proprofs template library, understanding if customers are loyal to the business or not, managing numerous campaign efforts, sharing through many channels, including email and social media, getting insights from powerful reporting.

Proprofs makes it easy to schedule or manage recurring surveys after a specific interval of time, gaining detailed insight about your customers.

Proprofs’ user-friendly dashboard and analytical features provide you with an organized view of feedback ratings to gain vital insights regarding what your brand associates perceive about you.

Proprofs Features

• Drag and drop interface and over 100+ templates to create professional and engaging surveys.
• Provides a customized survey experience with logos and background images to ensure it reflects your brand.
• Easily collect and segment customer responses with automatic distribution and scoring features.
• Visualize daily, weekly, and monthly reports with graphs and charts for individual data around detractors, passives, and promoters so that you can get a comprehensive overview of responses from stakeholders to improve the experience further.
• Effortless customer feedback collection with seamless integrations of your NPS survey with popular tools like Salesforce, Mailchimp, Freshdesk, WordPress, and Zendesk.

Proprofs can be tested free of cost for 15 days. After this, you can purchase their premium plans, such as Email Surveys, Contextual Surveys, and Contextual plus Email Surveys, which are further categorized into essential, Premium, and Business plans, on a monthly subscription basis.

Try Proprofs

11. Qualaroo

With Qualaroo’s six supported channels, you can effectively reach your survey audience to get the insights you need. Nudges pop-up surveys provide non-intrusive experiences when embedded in a website or mobile app. At the same time, you can share the unique survey link generated on any platform of your choice.

Additionally, with Qualaroo take advantage of effortless integration into native Android or iOS apps and dynamic prototypes to validate ideas quickly and accurately. Its clientele has top Global brands, including eBay, Shopify, Glassdoor, Linkedin, Udemy, etc.

Qualaroo Features

• Multiple powerful integrations, such as HubSpot, Zapier, Slack, Salesforce, Google Analytics, etc., under one roof with Qualaroo to close NPS survey loops across channels.
• Its reporting tool brings data-driven insights to your fingertips so you can make the best decisions for your business fast.
• Advanced targeting with 360-degree feedback and IBM Watson sentiment analysis
• Easy Deployment In-Context Surveys with Geo-Targeting and Responsive User Targeting across the devices.

Qualaroo’s dashboard provides essential features with a single click, enabling you to access data on Domains, Impressions per survey, Total responses, and Complete response reports, as well as Response rate and 30-day NPS score in real time.

Try Qualaroo

12. Retently

Retently provides your business with tailored NPS, CSAT, and CES surveys that can be sent via email, embedded links, app messages, kiosk surveys, or pop-up surveys. Receive daily and weekly emails and Slack alerts to keep up with customers’ feedback; customize survey design using the domain of choice for sending emails; plus easily import customer data into Retently.

Retently provides an unparalleled service for businesses looking to shape and personalize customer experiences through real-time data insights. Analysis of sentiment and trends, as well as predictions and prioritizing opportunities, allow teams to close the loop on critical feedback while driving personalized CX (customer satisfaction) solutions. It’s a complete solution crafted by experienced professionals.

Retently Features

• Advanced survey template editor enables users to customize a range of features in their surveys, from the background colour and logo size/position to font family, sizing, and styling.
• Streamlines survey management with its Queue page listing email surveys triggered by specific events but delayed due to preset times.
• Offers advanced collaboration, visualization, and analysis tools to help you manage customer feedback quickly and efficiently.
• With detailed segmentation capabilities, teams can easily prioritize tasks and take the necessary action to ensure customers have a positive experience with your business.

Retently is available for 7 days free trial. After a trial period, the plans are available in Basic, Pro, and Enterprise for B2B businesses billed monthly and annually. For e-commerce and Retail, the professional plan is available in monthly and yearly cycles.

Try Retently

13. Satismeter

Satismeter is an automated feedback solution that enables you to collect Net Promoter Score surveys from web and mobile applications and via email. With the ability to customize the text, language, and appearance of your survey invitations, Satismeter allows you to tailor-make user experience according to a recurring schedule.

Satismeter is trusted by over 300 SaaS companies across 70 countries. Its tested NPS questions are designed for actionable feedback with high response rates that can predict Growth – giving your business valuable insights into customer satisfaction levels.

Satismeter Features

• All user feedback is live in your SatisMeter dashboard to instantly check overall NPS scores, written feedback, user profiles, and response rate stats.
• Customizable design with multilingual support and Automated recurring surveys
• SatisMeter’s integrations with over 20 apps, such as Slack, Salesforce, Zapier, Productboard, Salesmachine, Drift, Intercom, and Segment, give you access to customer data without the headache.
• Able to send surveys by targeting user attributes and triggering events
• Survey throttling and sampling (prevent over-surveying)

Satismeter has a free version that supports 25 responses per month. Its paid versions are Growth and Enterprise, which are designed based on responses you receive.

Try Satismeter

What is the Net Promoter Score (NPS)?

The possibility of your customers recommending your brand, product, or service to a friend or relative is evaluated using the Net Promoter Score, a well-known customer satisfaction questionnaire with a single standard and preset question.

You’ve probably seen those one-question surveys appear while you’re surfing websites.

Customers provide their responses on a scale of 0 to 10, and your NPS is determined based on those responses using a specific mathematical formula.

NPS software allows you to execute a Net Promoter Score survey according to your specifications, mainly if you have precisely defined the demographics you want to target with the NPS survey.

As a result, increased targeting is one of the fundamental components of any NPS tool worth considering.

What are NPS Surveys Used For?

NPS survey presents a way in which customers’ satisfaction and loyalty can be effectively measured by businesses. It puts firms in a position to capture information from customers in the form of feedback, measure loyalty with just a single score, carry out comparisons with competition, and estimate variation of sentiments with time.

With these insights, businesses would easily be able to position where they need to show improvement, delivering great service that would reach out to the target audience to encourage either repeat business or referral business.

NPS software can help businesses in these 4 ways:

1. Collect NPS surveys from your customers: Utilize NPS software to generate and design surveys before forwarding them to workers, peers, or customers via email, SMS, or directly in-app.
2. Segment your audience: NPS software helps you segment your audience across their demographics and purchase history, amongst others. This way, you can group both contented and dissatisfied clients and send the proper survey to the right group of customers in a targeting approach.
3. Analyze your feedback: NPS software can help analyze the feedback you get from your survey, identifying areas of opportunity in your customer acquisition journey.
4. Track your NPS score over time and generate reports: NPS software will generate reports that show you your NPS score over time, as well as other metrics such as survey response rates and promoter conversion rates.

NPS software is a real boon for small as well as large businesses. This path-breaking process can immediately provide your company with relevant data on the loyalty levels of customer areas needing more attention or improvement and assist in comprehending how updated policies will impact the future of any business.

Keeping that in mind, let’s now explore the benefits that NPS software provides its users.

What are the benefits of using NPS Software?

There are numerous reasons why NPS is the best metric for marketing teams to use. Making NPS a cornerstone of your customer experience management procedures has 8 real, observable benefits.

1. You could create an NPS survey with only one question.
2. The availability of survey templates helps you launch the NPS campaign more quickly and provides flexibility to include a follow-up query if required.
3. You have an option to circulate the survey via email, a website widget, or an in-app survey.
4. You can review the NPS dashboard outcomes and access the individual responses.
5. It allows you to follow up with dissatisfied customers.
6. It provides the capability of customizing the poll to reflect your brand.
7. You get the choice to re-run previous campaigns to see how your scores have changed.
8. Last but not least, NPS software will give you an automatic NPS score and data at scale to suggest areas for development and improvement.

How to measure Net Promoter Score?

#1. Conduct a Customer Survey

You can determine NPS by raising questions like, “On a rank of 0 to 10, how likely are you to suggest this product or service to a friend?” and asking them to explain their feedback.

You can use this question in a survey, email follow-up after a customer purchase, pop-up notification, or social media poll.

It would be beneficial to have a blank box where consumers can give their feedback on why they selected the response they did. Although this qualitative input has no bearing on the final NPS, it can help you identify areas where you can make improvements.

#2. Sort the Responses into Categories.

When you gather all the answers to the question, count the number of responses you have in each of the following categories:

NPS score breakdown

• Promoters: Customers who give a score of 9 or 10.

• Passives: Customers who give a score of 7 or 8.

• Detractors: Customers who give responses between 0 to 6.

As we can surmise, promoters are satisfied customers who compliment your products or service. On the other hand, detractors are unhappy customers who may prevent potential customers from coming to you. If passives aren’t satisfied, thus they can also decide to switch to your customers.

#3. Calculate Net Promoter Score in Excel

The following are the steps to calculate the Net Promoter Score in Excel:

• Create an Excel spreadsheet with all the data.
• Locate all answers with a score of 9 or higher to discover Promoters based on the NPS question survey.
• Count how many Promoters there are.
• Divide the total number of promoters by the total number of answers.
• To obtain a percentage of promoters, multiply the result by 100.
• Repeat the previous processes to get the detractor percentage.
• To get Company NPS, subtract Detractor NPS from Promoter NPS.

Net Promoter Score Calculation Example

Suppose you obtained 500 responses for your customer survey, and you received the following:

Promoters = 200

Passives = 200

Detractors = 100

Then,

% Promoters = (200/500) x 100 = 40

% Detractors = (100/500) x 100 = 20

Company Net Promoter Score (NPS) = 40-20 = 20

#4. Track changes in your NPS

A clear image of how your business is doing from one quarter to the next may be developed by tracking NPS statistics and looking for trends over time.

Customer feedback also shows whether or not new features or goods are well-received by customers.

Factors to Be Considered While Choosing the Best NPS Software

When choosing the best NPS (Net Promoter Score) software, it’s essential to consider a few important factors to ensure it aligns with your business needs. Here are key factors to consider:

User-friendliness and Ease of Setup: Look for software that is user-friendly and easy to set up to streamline the NPS survey process and get started quickly.

9 features to look for when choosing the best NPS software: 

1. Able to create and customize surveys.
2. Able to quickly segment your audience and send targeted surveys with branding.
3. The ability to collect and analyse feedback with survey response rates.
4. The ability to generate reports with actionable insights and track your NPS score over time.
5. The ability to ask follow-up questions and create custom branching logic for more comprehensive insights.
6. The ability to provide multiple survey distribution methods such as email, SMS, and website embedding to reach your customers through their preferred channels.
7. Ensure the software offers frequency control so customers are not overwhelmed by too many requests for feedback.
8. Integrations: Choose an NPS software that integrates with other CRM and marketing automation tools for easy management of surveys and feedback.
9. Pricing: NPS software can range in price from free to hundreds of dollars per month. It is important to choose software that fits your budget and needs. Some software vendors charge based on the number of surveys you send, while others charge based on the number of respondents.

To select the best NPS for your business needs and customer feedback strategy, ensure NPS software aligns with your specific goals for a successful outcome.

Frequently Asked Questions