Choosing the right Net Promoter Score software is crucial for businesses looking to measure and improve customer loyalty effectively.

In this comprehensive guide, I cover the key features to look for in NPS software, compare top providers, and give you tips for making the best choice for your business.

By the end of this guide, you’ll be well-equipped to select the perfect NPS software solution that will help you unlock the power of customer feedback and drive long-term growth.

Let’s get started!

What is Net Promoter Score?

First a quick introduction to NPS.

Net Promoter Score is a widely adopted customer loyalty metric that measures how likely customers are to recommend a company’s products or services to others.

It is based on a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product/service to a friend or colleague?”

Respondents are then categorized into three groups: Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters.

This is just brief summary – see here for the ultimate introduction to this approach: Net Promoter Score

Why using NPS software is crucial

One word: Automation.

While it is possible to conduct NPS surveys manually, using dedicated NPS software is essential for businesses looking to scale their customer feedback efforts, reduces human error and drives the program long term.

NPS software automates the process of creating, distributing, and analysing surveys, saving time and resources. It also provides advanced features such as customer segmentation, real-time analytics, and integration with other business tools like CRMs and help desk software.

This means you can easily track NPS across different customer segments, identify key drivers of loyalty, and quickly act on feedback to improve the customer experience.

NPS software also ensures data accuracy, security, and compliance with privacy regulations, which is critical for maintaining customer trust and protecting sensitive information.

Key Features to Look for in NPS Software

When selecting software to help you run your NPS program, it neds to support not just data collection but also the full NPS process.

Survey customization and branding

Survey customisation and branding are essential features that allow you to create surveys that align with your brand identity.

Customizing your surveys with your company logo, colours, and fonts helps create a cohesive and professional look, increasing brand recognition and trust among your customers.

It also leads to higher response rates and more accurate feedback.

Multiple survey distribution channels (email, SMS, in-app, etc.)

Having multiple survey distribution channels is crucial for reaching your customers where they are most engaged.

By offering surveys through various channels such as email, SMS, in-app, or even embedding them on your website, you can increase the likelihood of receiving responses. This flexibility allows you to target customers at different touchpoints, ensuring a more comprehensive understanding of their experience.

It’s not the simple number of options that are important, it’s the number that are relevant to your target audience. In some geographies WhatsApp is a standard business tool in others it’s not at all.

Audience segmentation and targeting

NPS audience segmentation and targeting are vital for gathering relevant and actionable feedback. By segmenting your audience based on demographics, behaviour, or other criteria, you can tailor your surveys to specific customer groups and gain more targeted insights.

This approach helps you identify patterns, trends, and areas for improvement within specific segments, enabling you to make data-driven decisions and prioritize actions.

Real-time analytics and reporting

Real-time analytics and reporting are essential for monitoring your NPS performance and identifying trends as they emerge. With instant access to NPS scores, customer feedback, and sentiment analysis, you can quickly spot issues and take immediate action to address them.

Real-time data also allows you to track the impact of your improvements over time, helping you demonstrate the ROI of your customer experience initiatives.

Integration with other tools (CRM, helpdesk, etc.)

Integrating your NPS software with other tools, such as your CRM or helpdesk platform, can significantly streamline your workflow and provide a more comprehensive view of your customers.

By syncing customer data across systems, you can gain deeper insights into customer behaviour, preferences, and interactions.

Integrations also enable you to automate follow-up actions, such as creating support tickets or triggering personalized email campaigns based on NPS responses.

Automated workflows and follow-up actions

Automated workflows and follow-up actions are crucial for closing the loop with customers and driving continuous improvement. By setting up automated alerts, you can ensure that the right team members are notified of critical feedback in real-time.

Additionally, automated follow-up campaigns can help you reach out to detractors, address their concerns, and prevent churn. These features enable you to act on feedback promptly and show customers that their opinions matter.

Security and compliance (SOC 2, ISO 27001, etc.)

Security and compliance are critical considerations when handling sensitive customer data. Ensuring that your NPS software adheres to industry standards like SOC 2, ISO 27001, OWASP Secure Coding Practices, Cloud Security Alliance’s (CSA) Consensus Assessment Initiative Questionnaire, etc. helps protect your customers’ information and maintains their trust in your brand.

Choosing a vendor that prioritises data security and privacy can also help you meet regulatory requirements and avoid potential legal issues.

Customer support and onboarding

Excellent customer support and onboarding are essential for ensuring a smooth implementation and ongoing success with your NPS software.

Look for vendors that offer comprehensive documentation, training resources, and dedicated support teams to help you get the most out of their platform. A strong onboarding process can help you quickly set up your surveys, integrate with other tools, and start collecting valuable feedback.

Net Promoter Score Software Vendors (In Alphabetical Order)

AskNicely

AskNicely is NPS focused software that helps businesses measure customer satisfaction and loyalty.

It offers features such as customizable surveys, automated survey scheduling, real-time feedback, and integration with various platforms like Slack and Intercom.

This is a good choice for businesses looking for user-friendly NPS software with automation features and real-time feedback capabilities.

However, some users may find the pricing and limited customization options to be drawbacks, particularly for more advanced use cases or larger enterprises with complex reporting needs.

Best For

• SMEs, up to 200 staff

AskNicely Pros, according to users

1. User-friendly interface and easy setup
2. Automated workflows for closing the feedback loop
3. Ability to segment customers and target specific audiences
4. Real-time dashboards and leader boards for tracking NPS performance

AskNicely Cons, according to users

1. Limited customization options for certain features
2. Higher pricing for advanced features and integrations (e.g., Salesforce)
3. Some users find the navigation and data management unintuitive
4. Lack of advanced reporting and analytics capabilities

AskNicely’s Target Customer Base

1. Customer success and support teams looking to monitor and improve customer satisfaction
2. Marketing and product teams seeking to gather feedback and insights for decision-making
3. Small to medium-sized businesses across industries such as software, telecommunications, and automotive
4. Individuals in roles such as customer advocacy, product management, and marketing automation.

CustomerGauge

CustomerGauge is a B2B focused customer experience management platform that helps businesses collect, analyse, and act on customer feedback. Its key features include multi-channel feedback collection, custom dashboards, goal setting and tracking, customer segmentation, and revenue data integration.

It is a robust platform for B2B customer experience management, with strong support and account management being a key differentiator. The majority of users praise the platform’s ease of use, real-time insights, and customization options.

Best For

• Medium to large enterprises
• B2B Organisations of All Sizes
• Giving operational staff a view of the customer

CustomerGauge Pros, according to users

1. Excellent customer support and account management, with responsive and knowledgeable staff
2. Easy to use and navigate platform, with intuitive dashboards and reporting tools
3. Real-time feedback and analytics, enabling quick action on customer insights
4. Customizable surveys and dashboards, allowing businesses to tailor the platform to their specific needs
5. Integration with CRM systems, facilitating seamless data synchronization and workflow automation

CustomerGauge Cons, according to users

1. Limited customization options for certain features, such as reports and dashboards
2. Some users find the interface and navigation to be unintuitive at times

CustomerGauge’s Target Customer Base

1. B2B mid-market to enterprise-level companies across various industries, such as telecommunications, financial services, hospitality, and consumer goods
2. Customer experience, customer success, and marketing professionals looking to improve customer loyalty and drive business growth
3. Organizations seeking to align customer feedback with revenue data and financial outcomes
4. Businesses aiming to establish a systematic approach to collecting and acting on customer feedback across multiple touchpoints

Delighted

Delighted customer experience management software focuses on collecting and analysing customer feedback through Net Promoter Score (NPS) surveys.

It offers customizable surveys, automated survey distribution, real-time reporting, and integration with various other SaaS platforms including Slack, Salesforce, and Zendesk.

Businesses seeking a straightforward and user-friendly platform to measure and improve customer experience through NPS surveys are a good candidate for Delighted

However, some users may find the pricing and customization options to be limiting factors, particularly for more advanced reporting needs or larger enterprises with complex data requirements.

Best For

• SMEs, up to 200 staff

Delighted Pros, according to users

1. User-friendly interface and easy setup
2. Flexibility in customizing and distributing surveys across multiple channels
3. Insightful reporting and analytics, including the ability to segment data by custom properties
4. Responsive and helpful customer support

Delighted Cons, according to users

1. Limited customization options for reporting and data visualization
2. Higher pricing compared to some alternatives, especially for smaller businesses
3. Some users find it challenging to survey existing customers already in their database
4. Occasional issues with integrations, such as limited filters or data synchronization

Delighted’s Target Customers

1. Small to medium-sized businesses looking for an affordable and easy-to-use NPS solution
2. Customer success and support teams aiming to monitor and improve customer satisfaction
3. Product managers and marketers seeking to gather insights for product development and marketing strategies
4. Individuals in industries such as software, consumer electronics, and apparel & fashion

promoter.io

Promoter.io, founded in 2013 and headquartered in San Antonio, Texas, offers a Net Promoter Score (NPS) platform tailored for small and medium-sized businesses. The platform automates the delivery, calculation, and feedback loop of this industry-standard metric, assisting companies in measuring customer loyalty and sentiment​.

Promoter.io was acquired in September 2019 by Medallia, is now part of Retently and no longer operates as a separate product.

Qualtrics Customer Experience

Qualtrics Customer Experience is a comprehensive platform that enables businesses to collect, analyse, and act on customer feedback across various touchpoints. It offers features such as customizable surveys, real-time analytics, predictive intelligence, and workflow automation to help organizations improve customer loyalty and drive business growth.

This is a powerful and versatile platform for businesses seeking to understand and improve customer experiences. While it may have a steeper learning curve and higher pricing than some alternatives, its extensive features, analytics capabilities, and integrations make it a popular choice for medium to large enterprises, market researchers and analysts.

Best For

• Medium to large enterprises
• Market researchers and analysts

Qualtrics Customer Experience Pros, according to users

1. User-friendly interface and easy-to-use survey builder with a wide range of question types and logic options
2. Powerful analytics and reporting capabilities, including real-time dashboards and AI-powered insights
3. Versatility in creating surveys for various use cases, such as customer satisfaction, product feedback, and employee experience
4. Seamless integrations with popular tools like Salesforce, Slack, and Zendesk

Qualtrics Customer Experience Cons, according to users

1. Steep learning curve for advanced features and customizations
2. Higher pricing compared to some alternatives, especially for smaller businesses
3. Occasional performance issues, such as slow loading times for certain actions
4. Limited customization options for dashboards and reporting

Qualtrics’ Target Customer Base

1. Customer experience, marketing, and product management professionals in medium to large enterprises
2. Market researchers and analysts looking for a robust survey platform
3. Customer support and success teams aiming to gather and act on customer feedback
4. Educational institutions and non-profits conducting research and gathering data

Retently

Retently helps businesses collect, analyse, and act on customer feedback. It offers features such as customizable NPS surveys, customer retention tools, sentiment analysis, and predictive analytics.

It is targeted at businesses looking for a user-friendly and feature-rich platform to measure and improve customer experience through NPS surveys and customer feedback management.

Some users report minor issues or limitations, but the overall sentiment is positive, with many praising the tool’s customization options and analytics capabilities.

Best For

• SMEs, up to 200 staff
• Entrepreneurs and business owners

Retently Pros, according to users

1. Easy to set up and use, with an intuitive user interface
2. Highly customizable surveys that can be tailored to specific needs
3. Excellent customer support, with responsive and knowledgeable staff
4. Powerful analytics and reporting capabilities, including real-time dashboards and custom feedback tags
5. Seamless integrations with popular tools like HubSpot, Intercom, and Salesforce

Retently Cons, according to users

1. Some users find the navigation and data management a bit clunky or layered at times
2. Integration with Salesforce is not as smooth and intuitive as desired
3. The free trial usage is limited for some users’ needs
4. Occasional bugs or glitches reported by some users

Retently’s Target Customers

1. Small to mid-sized businesses looking for an affordable and comprehensive NPS solution
2. Customer success, support, and operations teams aiming to improve customer satisfaction and retention
3. Product managers and marketers seeking to gather insights for product development and marketing strategies
4. Entrepreneurs and business owners who value ease of use and excellent customer support

SurveyMonkey

SurveyMonkey allows users to create, distribute, and analyse surveys.

Some of its key features include customizable survey templates, a variety of question types (multiple choice, rating scales, open-ended, etc.), skip logic, and the ability to embed surveys on websites or share them via email and social media.

It is is a versatile and user-friendly tool for creating and distributing surveys, with a range of features and integrations that make it suitable for various use cases.

However, its limitations and pricing may be a concern for some users, particularly those with more advanced or complex survey needs.

Best For

• SMEs, up to 50 staff
• One-off or occasional surveys

SurveyMonkey Pros, according to users

1. User-friendly interface and easy to set up surveys
2. Wide range of customization options for questions and survey design
3. Robust reporting and analytics capabilities
4. Integration with other tools like Salesforce and Google Analytics

SurveyMonkey Cons, according to users

1. Limited features in the free version, and paid plans can be expensive for some users
2. Some limitations in survey design and logic, particularly for more complex surveys
3. Occasional technical glitches or difficulties with data export
4. Limited customer support options, especially for free users

SurveyMonkey’s Target Customers

1. Small to medium-sized businesses conducting market research or gathering customer feedback
2. Educational institutions and non-profits collecting data for research or evaluation purposes
3. Individuals using surveys for personal projects or events
4. Marketing and customer experience professionals looking to track and improve customer satisfaction.