14 Best Net Promoter Score Software & Tools to Collect Customer Feedback

Customer experience management is a crucial process for any business today. The best way to capture, measure and improve CX is to collect customer feedback. Standardized CX metrics are a great way to do this.

The net promoter score is a gold standard for measuring customer loyalty. Based on one single question, customers are segregated on three response segments- detractors, promoters, passives. In this blog post, we will discuss the 14 best Net Promoter Score (NPS) software and tools for a CX professional.

What is an NPS Survey?

The NPS question consists of one simple question- “On a scale of 1 to 10, how likely are you to recommend our products/service to a friend?“. Respondents are measured based on the NPS scores- promoters (9-10), detractors (0-6) and passives (7-8). Respondents who are classified as promoters are happy customers or brand advocates. Detractors are classified as unhappy customers who need immediate attention. They have the highest probability of leaving a negative review and have a high churn risk. Passives are classified as customers who do not lean on either side. Marketers have the potential to convert passives to promoters with the right CX approach.

The NPS feedback form might also have an open-ended response segment. For open-ended responses, people can explain why they give a certain rating. The net promoter score and its related emoticons are a registered trademark of Bain & Company and Fred Reichheld.

How to Calculate NPS Score in 2024?

The NPS score measures customer loyalty and the formula is to find the difference between detractors and promoters. People respond to a single question survey and the number ranges from -100 to +100. The NPS score formula is percentage of promoters (minus) percentage of detractors. The percentage of passives is not used for NPS score calculation. For example, the total number of responses from promoters could be 80%, detractors could be 20%, passives could be 10%. The NPS score here will be 80%-20%=60%.  

Supercharge Your Customer Feedback: 14 Best NPS Software and Tools

1.Merren

Merren is a robust customer feedback tool that offers multichannel survey facilities. Using this software, marketers can launch survey questionnaires via Facebook messenger, WhatsApp messenger, AMP emails, chatbots and SMS as well. This platform offers pre-designed NPS survey templates, rating scales, CSAT metrics and CES scores. You can customize survey templates, add a follow up question and collect responses using automation. You can seamlessly automate the NPS surveys post-interaction without any manual effort.

AI Survey Builder:

Create free instant online surveys in a few clicks using the AI Survey Builder by Merren. Increase your engagement rate using pre-designed questionnaires for your industry. No more manual handling of templates or customer data! Merren gets you 10x the response rate, higher than the industry standard response rate. Create conversational surveys and automate the CX process for your business.

Merren CX Dashboard:

Collect all responses over the Merren CX dashboard. Get trend based insights and segregate the NPS scores based on geographical patterns. Get an overview of all detractors, promoters and passives across various industries. Compare the customer satisfaction metrics across months and regions. Use these real time insights to stay on top of the competition.

Merren offers both free and paid plans for enterprises and small business owners. This CX software has a 14 day free trial with most of its features including the AI Survey Builder for instant scale-based questions. Merren brings a high response rate and can analyze it swiftly on the dashboard. View all the real-time customer feedback insights on the Merren CX dashboard.

Merren in a nutshell:

• Get a high response rate using multichannel survey distribution- WhatsApp messenger, Facebook messenger survey, chatbots, AMP emails.
• Offers different types of surveys including NPS, CSAT score, CES score, rating scale and text based responses.
• Create an instant online questionnaire using the AI Survey Builder
• Automate the customer journey mapping process.
• Automatically translate feedback surveys in selected languages.
• Pricing starts at $39/month.
• Rated 4/5 on Capterra
  
  Explore all the features with our 14 day free plan, no credit card needed.

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2. Qualtrics XM

Qualtrics is an experience management software for every marketing professional. Using this NPS survey software, you can measure brand advocacy at every customer touchpoint. This platform offers solutions on customer experience metrics, employee experience surveys, NPS surveys and voice of customer surveys. Qualtrics can capture feedback at every touchpoint and analyzes this operational data to predict high churn risk. Their role-based dashboard offers data to specific departments at the organisation to ensure that the right people can use these actionable insights.

Qualtrics in a nutshell:

• With Qualtrics, you can measure your net promoter score and distribute it on multiple platforms. Analyze and measure the responses with enhanced data visuals.
• This platform supports predictive analysis that can showcase key trends and patterns.
• You can create CX surveys and share it across different channels.
• Qualtrics offers market research facilities across teams and various industries.
• Contact support team for pricing.
• Rated 4.4/5 on G2 reviews.

3. SurveySensum

SurveySensum is a well-equipped customer satisfaction tool that offers NPS, CES, CSAT surveys to upgrade your CX protocols. This platform offers customizable question templates and an interactive dashboard that collects real time insights. SurveySensum offers seamless NPS tool integrations to automate your workflow. You can collect NPS data via WhatsApp surveys, chatbots, emails and in-app messages. You can also contact the support team and avail of a free demo of the product.

Summarizing SurveySensum:

• Get detractor alerts on the dashboard with this powerful NPS survey tool.
• Get seamless integrations to automate the workflows.
• Assess real time feedback insights on the dashboard for various departments.
• The text analytics software segregates qualitative data and quantitative data to assess trends and patterns.
• Pricing starts at $99/month.
• Rated 5/5 on Capterra.

4. ProProfs Survey Maker

ProProfs is a free NPS software that can help you create free NPS surveys in minutes. You can choose from 100+ survey templates and view questions from a vast question library. Marketers can also brand their NPS survey with company logo, images, colours and themes. The functionality is very straightforward. You can segment NPS scores and identify detractors, promoters and passives.

Summarizing ProProfs Survey Maker:

• This NPS platform has an easy-to-use user interface.
• Create questionnaires using various features- tick boxes, drop downs, open-ended question format and access the questionnaire libraries.
• Create forms, polls, NPS feedback surveys and view reports on daily, weekly or monthly basis.
• Avail of integrations with Zendesk, Freshdesk and other tools.
• Pricing starts at $19/month.
• Rated 4.9/5 on Capterra.

5. Survicate

Survicate is a popular NPS tool with a complete NPS software. This dedicated NPS software can collect NPS survey results automatically even from partially answered surveys. You can record scores via emails, products and websites for faster response rate. Survicate offers various customization and branding opportunities in the software.

Summarizing Survicate:

• Calculate NPS scores even when respondents leave the questionnaires partially answered.
• Monitor NPS inside Android, iOS app and track multiple marketing campaigns.
• Optimized NPS surveys with follow up questions, survey logic and automatic translations.
• Create customized and branded questionnaires on this customer feedback software.
• Pricing starts at $59/month.
• Rated 4.6/5 on G2 website.

6. Delighted

Delighted is a well-equipped and powerful NPS software by Qualtrics XM. The surveys via the Delighted platform can run on multiple channels, devices and opt for 30+ language translations. The key features of this platform includes branded NPS customer feedback surveys, presentation ready analysis charts and AI powered dashboards.

Delighted in a nutshell:

• The artificial intelligence (AI) powered dashboard can uncover hidden NPS patterns.
• Custom built thank you page personalized for every rating score.
• Seek open ended responses, ask additional questions powered by conditional logic.
• Access real time reporting options and close the feedback loop faster.
• Pricing starts at $224/month.
• Rated 4.9/5 on Capterra.

7. AskNicely

AskNicely is a highly recommended net promoter score survey tool for customer feedback. This award winning customer insights tool can also measure brand loyalty via customer effort score, customer satisfaction score and 5 star rating. You can share every user feedback across the organisation in real time. Create outstanding reports for CEOs and organisations’s stakeholders.

AskNicely in a nutshell:

• This platform offers 40+ integrations including Qualtrics, Slack, Hubspot, Zapier, Zendesk.
• AskNicely can share surveys on TV, mobile apps, PowerPoint and Slack among the other channels.
• Compare scores across locations, branches, spot trends and take necessary action from one dashboard.
• AskNicely has only one pricing plan at $399/month.
• Rated 4.6/5 on Capterra.

8. Zonka Feedback

Zonka Feedback is a customer experience management software that can collect feedback from customers and employees using satisfaction metrics. Using this platform, you can create net promoter score surveys and share it across omni channel platforms. You can build custom made templates, survey polls and collect valuable insights from your target audience. Zonka Feedback can help you automate your CX program and offer a smooth workflow.

Zonka Feedback in a nutshell:

• Build exit surveys, pop ups, micro surveys and embed survey links on your website.
• Measure employee satisfaction, customer engagement rates and collect product feedback using net promoter score surveys.
• Place NPS buttons on your app, website and schedule NPS surveys for a specific timeline.
• Zonka Feedback has a free trial. Pricing starts at $29/ month.
• Rated 4.9 on Capterra reviews.

9. InMoment

InMoment is a dedicated NPS software to measure and analyze customer behvaior and understand the emotions of your customer base. InMoment offers microsurveys that you can distribute via email, SMS or intercom chat. You can curate the net promoter score surveys in multiple languages for a high response rate. This NPS software offers a 30 day free trial.

InMoment in a nutshell:

• Capture customer sentiment via NPS surveys placed on websites and ecommerce sites.
• Monitor customer health on dashboards and analyze customer retention rates for SaaS industries.
• The close-loop feedback management dashboard offers multiple integrations to trigger and analyze in-moment surveys.
• The sentiment analysis feature offers automated updates and encourages promoters to write reviews.
• Contact the customer support for pricing details.
• Rated 4.5/5 on Capterra. 

10. Medallia

Medallia is a powerful CX platform that can help you measure net promoter score and collect actionable data for your business. It is a comprehensive platform that can capture feedback along the customer journey. Medallia can detect feedback- both direct and indirect- from chat logs and social media mentions. You can interact with customers via email, SMS, mobile in-app feedback, social media, chat, and more. Medallia does not provide a free trial on the platform.

Summarizing Medallia:

• Medallia uses AI Athena’s machine learning algorithms to detect patterns, sentiment scores and impact scores on the dashboard.
• Their leading text and speech analytics can detect customer emotions from open ended feedback.
• Capture the voice of customer with a net promoter score survey and access their dedicated mobile app.
• Create customer segments and alert the right person to take action on customer feedback.
• Contact the customer support for pricing details.
• Rated 4.5/5 on Capterra.

11. SurveySparrow

SurveySparrow is a competitive and unified CX platform for various business sizes. It is also an NPS survey platform that can capture feedback at certain touchpoints, gauge loyalty parameters and showcase insights to improve CX. You can create the NPS survey questions with pre-built templates and distribute it across channels. Automate and track the NPS surveys with real time results on the dashboard. This software also offers a 14 day free trial on all their features.

Summarizing SurveySparrow:

• Get in-depth analysis of your customer persona and segment respondents based on responses.
• Distribute net promoter score surveys via emails, in-apps and websites.
• Automate the NPS surveys and schedule it across touchpoints. 
• Identify the NPS benchmarks with the scores of other competitors as per industry standards.
• Analyze NPS responses real-time over a dynamic CX dashboard.
• Pricing starts at $19/month.
• Rated 4.4/5 on G2 reviews.

12. Hotjar

Hotjar is an exclusive NPS software platform that can collect feedback from customers at periodic intervals. You can send a simple questionnaire via email or use an on-page survey to collect net promoter score metrics. You can ask follow-up questions on your respondent’s initial answers for detailed insights. Hotjar is a lifetime free software and offers paid upgrades.

Hotjar in a nutshell:

• Check NPS trends in real time over a visual graph and measure it across timelines.
• Hotjar offers multiple integrations including Slack, Hubspot, Zapier, Trello etc.
• Create instant surveys using the drag and drop features.
• Prevent churn and share NPS surveys to detect detractors and close the feedback loop sooner.
• Pricing starts at $32/month.
• Rated 4.7/5 on Capterra.

13. Survey Monkey

SurveyMonkey has been a global leader for customer satisfaction surveys over the years. Create your custom made NPS questionnaire, white label the forms and get customer insights instantly. Use from a dozen of pre-built customer satisfaction templates, use branching and logic and embed forms directly on websites and emails. You can use SurveyMonkey for free and explore their extensive integration options.

Summarizing SurveyMonkey:

• Offers 5000+ integrations with Zapier and 50+ popular form templates.
• Capture NPS responses via email, SMS, websites and get real time updates even via the phone app.
• Browse templates from categories for customers, employees, market research, product development teams etc.
• You can custom design questionnaires with proper branding and white-label features.
• Pricing starts at $25/user/month.
• Rated 4.6/5 on Capterra.

14. Qualaroo

Qualaroo is a product of ProProfs and is an impactful NPS surveys tool. Choose from various templates, preview and share your survey. There are 6 channels of survey distribution with Qualaroo. They have a feature called geo-targetting that lets you compare net promoter score ratings across various grographies. You can get started for free or request a demo to understand this robust net promoter score software tool.

Summarizing Qualaroo:

• Share net promoter score survey on website pop ups, generate a link, mobile apps and other desktop web apps.
• Qualaroo NPS can target unresponsive respondents and get survey responses even after people have opted out of email communications.
• Qualaroo dashboard can display survey impressions, completion rate, total responses, and 30-NPS results in real time.
• Get important integrations including Zapier, Hubspot and Salesforce.
• Pricing starts at $80/month.
• Rated 4.7/5 on Capterra.

Choose the right NPS tool to upgrade your CX today

The net promoter score metrics can help your business identify satisfied customers and follow up with detractors. Identify unhappy customers and avoid churn rates with fast net promoter score response insights. With these metrics, you can address internal gaps, identify market gaps and capture current market needs for your user base.

Discover the best NPS software that will be the right fit for your organisation. Create custom made questionnaires, automate workflows, view automatic data collected over dashboards and monitor both employee and customer success. If you are looking for a free and instant survey questionnaire, consider exploring Merren CX. Get a high response rate, find all the real time insights on the CX dashboard and access charts at any point of time.