Measuring your business’s net promoter score (NPS) gives you a quantifiable way to track customer satisfaction over time, allowing you to continually improve the customer experience, minimize churn, and increase referrals.

Like any metric, the usefulness of NPS lies not in the score itself, but in your ability to uncover insights based on trends and act on those insights.Implementing an NPS survey is fairly straightforward, but generating those deep analytics and acting on them is difficult and time-consuming without the help of NPS software.

In this article, we’ll look at the expanded role of modern NPS software, and how to find an NPS solution that helps you grow.

The role of NPS

Giving your customers a great experience and seeing your NPS score improve isn’t just about the warm and fuzzies (that’s a nice bonus), it’s about growing your business.

This means that, beyond distributing a survey and calculating a score, you want to find an NPS tool that shows you the impact of customer experience on revenue, and helps you act on insights generated from the data.

For example, your NPS software should give you the data and tools you need to:

• Identify at-risk revenue and take action to recover it

• Identify actions and behaviors that result in a better customer experience and use these insights in engagement and loyalty campaigns

• Nudge promoters to become referrers

When metrics become insights and insights become action, NPS is more than just a health check, it’s a vehicle for growth.

Features to look for in NPS software

There are a wide range of NPS-specific or general survey tools that can help you create and distribute single-question NPS surveys and use the responses collected to calculate your NPS score, but this is just the starting point.

Whether through integrations or a more robust NPS tool, you need an end-to-end NPS solution that allows you to:

1. Set up a single-question NPS survey following NPS best practices

2. Distribute your survey through multiple channels including email, SMS, and widgets

3. Provide options to run recurring surveys

4. Collate results and calculate your score

5. Notify teams about new NPS ratings

6. Send follow-up communications with individual customers to get more qualitative feedback (detractors) or request a review (promoters)

7. Attach NPS survey responses to individual customer or organization profiles

8. Filter and segment your audience based on NPS responses

9. Create custom reports to identify factors impacting your NPS

10. Build dashboards to measure customer satisfaction over time

Doing all of this at scale requires automation. There will occasionally be a need for manual intervention from the sales or success team — for example, when a longstanding and high-value customer submits a low rating unexpectedly, personal, 1:1 outreach from their account manager can go a long way, but this should be the exception, not the rule.

Best NPS software 2024

When assessing software, consider the integrations required, documentation and support available, specific security and infrastructure your business type requires (e.g. health businesses will want to look for a HIPAA-compliant product), and user experience.

Look to ratings and reviews for guidance, and take advantage of free trials to get a feel for the product.

Best end-to-end solution: Ortto

Ortto is a customer data, marketing automation, and analytics platform with tools to help you build, distribute, measure, and follow up on NPS. Since Ortto brings sophisticated NPS tools into a feature-packed product, customers can build end-to-end NPS journeys, generate insights, and act on them, all in the same platform. Customers love Ortto’s responsive and helpful support team, intuitive UI, simple yet robust integrations, and product roadmap.

With Ortto you can:

• Create NPS surveys and widgets in a drag-and-drop builder

• Apply your brand book to NPS widget templates

• Distribute NPS surveys via email, SMS, and onsite or in-app widgets

• Create journeys to automate follow-up communications and data appends

• Notify teams about new ratings via Slack or email

• Build custom reports to see how NPS impacts revenue

• Use report templates to quickly calculate NPS and measure results over time

• Create audiences based on NPS ratings

• Target audiences with ads via Google and Facebook integrations

• See how live chat support impacts NPS ratings

• Multi-language support

• Integrations with tools like Salesforce, Recurly, and Pipedrive to help you connect CX outcomes to revenue

Watch the video below to see how a simple NPS survey and follow-up journey can be built in minutes:

Pricing: Starting at $509 per month for access to the NPS tools in addition to CDP, marketing automation platform, live chat, knowledge base, and analytics.

Free 14-day trial available on all plans.

Best for ecommerce: Delighted

Delighted is a self-service NPS tool popular among ecommerce brands who want to collect feedback throughout their customer’s journey and integrate with apps like Square and friendbuy. It includes other feedback tools like cart abandonment surveys and product waitlist tools, but does require integrations to do things like build robust follow-up journeys or conduct deep analysis on results.

With Delighted you can:

• Create and send NPS surveys across multiple channels

• Send NPS surveys in 30+ languages

• Customize survey appearance

• As additional questions in the survey

• Report on results

• Use integrations to build follow-up journeys

Pricing: Starting at $0 for 25 responses

Premium plans start at $224 per month for up to 500 responses a month.

Best for in-person surveys: AskNicely

Service-based businesses with physical locations use AskNicely to create NPS surveys that can be rolled out across their digital ecosystem and in-store kiosks. Customers like how easy it is to implement surveys and track results to identify actionable insights like training opportunities.

With AskNicely you can:

• Build NPS surveys for distribution online and at locations

• See real-time feedback from customers or guests

• Integrate with tools like Slack and Salesforce

• Drill down by location or region

• Provide individualized report cards to staff

Pricing: Talk to sales

Best of the rest:

Survicate

Survicate describe themselves as “effortless survey software” and customers rate their simple setup, customizations, and integrations highly. They have a drag-and-drop survey creator and one-click integrations with tools like Slack, Google Sheets, Google Analytics, and Microsoft Teams. Customers like how simple the survey wizard is and rate their customer support highly, but say advanced functionalities and analytics require integrations with other tools.

Pricing: Free for 25 responses per month
$99 per month for 250 responses
10-day free trial on Business Plans

SurveySparrow

SurveySparrow helps you build and distribute NPS surveys with follow-up questions. It offers real-time dynamic dashboards to monitor results in real time, and sentiment analysis tools like word clouds to help you identify areas of improvement and track trends. Customers like the customizations available and easy implementation, but say the subscription is expensive with a limited feature set.

Pricing: Talk to sales. 14-day free trial on all plans.

SurveyKiwi

NPS surveys can be distributed via channels like WhatsApp, QR codes, and social networks in SurveyKiwi. The platform allows for customizations on the survey and will analyze your results in visual reports. You can also set up notifications for specific types of responses to help your team respond to negative feedback in real time. Customers like the quick and visual survey builder, but say the features and analytics are fairly basic.

Pricing: $9 a month for 100 responses, $69 a month for unlimited responses with no branding

Final word

NPS was designed to simplify customer feedback, not make it harder. The software you use should facilitate this, so look for something that has an intuitive UX, allows for plenty of automation, and helps you analyze results and take action quickly.