A good business would go out of its way to keep its customers happy. Sure, there are a million customers, but there are also a thousand other players in the market. It is wise to not let a single customer leave you for a competitor.
This is where metrics like NPS can help you. NPS (Net Promoter Score) is all about keeping your customers happy. It measures the willingness of a customer to recommend your product to a friend or family. And what is a good Net Promoter Score to have? Any score provided its better than your competitors or your own previous score!
What are the Features of the Best Net Promoter Score Software?
One can also send manual emails to customers to get the Net Promoter Score, but they are usually bereft of the benefits that one gets from using a specialized NPS tool. We have mentioned below the reasons why it is imperative that you use the best NPS software available based on your requirements:
- Make personalized surveys using your own logo and branding thus helping more customers to be familiarized with the brand
- Automate the scheduling of surveys thus reducing the workload
- Make effective follow-ups based on the responses received
- Customize the questions so that you can get the maximum benefit from the surveys
- Use analytics and reporting to improve the NPS score over time
What is the Best NPS Software Available in 2020?
When you choose the best NPS software for your survey needs, it is a must that you find the features mentioned above available in your tool as well. Here’s a comparison of the 6 best NPS software in the industry:
Best NPS Software #1: SurveySparrow
A popular online survey tool, SurveySparrow is also one of the best NPS software that is highly recommended thanks to the myriad of features and support that it offers. Storytelling is considered a message format that is pretty popular and SurveySparrow lets you turn surveys into conversations thanks to its conversational interface. Businesses can create highly engaging surveys that offer a memorable experience for the customer. Here are some of the features that make SurveySparrow one of the best NPS tools to work with.
Best SurveySparrow features
- Google Apps Integration
- Online Surveys
- 360 Degree Feedback
- Third-party plug-ins and Add-Ons available
- Multiple-users can take advantage of the dashboard
- Data Export and Import options available
- Survey Editor
- Preview Functionality
- Dynamic Lists
- Automated Scheduling
- Contact Management
- Audience Management and Segmentation
- Embeddable Surveys
- Skip Logic
- Pulse Surveys
- Question Branching and many more
The above are some of the features that you would want in any NPS software, which is exactly SurveySparrow offers. SurveySparrow is not only one of the best NPS software available riding on the features it provides, but their service is also easily one of the most affordable options available. With its comprehensive visualization and analysis options, you can glean valuable information from them to make better business decisions. When comparing the features available at SurveySparrow with other competitor tools, the former comes out on top thanks to the sheer number of features it has. Since you can integrate SurveySparrow with Zapier, you can use a large number of applications with it and it is without a doubt, one of the best NPS software available.
Best NPS Software #2: Promoter.io
Promoter.io is in the rankings for one of the best NPS software on our list because it is a no-frills tool and has a highly intuitive dashboard where a brand can manage its campaigns easily. With support available for more than 27 languages, Promoter.io’s process and back end are created in a simple manner.
The best NPS software in the market are the ones which have an eagle eye when it comes to customer service, and the ability to throttle the number of surveys you can send to a customer in a given period of time is a feature that needs appreciation.
Coming back to the dashboard we were raving about, each campaign is equipped with an individual dashboard with detailed analytics. It includes the following: score analysis; response rate; follow-up completion; recent scores; top trends; and delivery, bounce, and unsubscribe rates. These features make it a top contender for being one of the best NPS software among many of the tools that we studied.
As a roving testament of its rankings in the best NPS software, Promoter.io also calculates the short-term and long-term revenue of the company based on the customer satisfaction and Average Revenue Per User (ARPU).
Use Promoter.io’s filter functionality to filter based on different parameters and see the NPS score which will help you uncover a lot of trends. NPS provides clear actionable insights helping you get immediate results and measures your growth. The tool integrates with Zapier, Segment, and Slack.
Launched in 2013, Promoter.io has a good customer base including Rackspace, SmugMug and more. It has come a long way to be in the reckoning for one of the best NPS software by creating a simple dashboard.
Best NPS Software #3: Delighted
The first noticeable thing about Delighted’s Net Promoter Score software is that it is highly intuitive and easy on the eyes. Delighted allows for multiple survey methods like email, web, and SMS. Users are given the ability to respond to surveys on the email itself instead of having to use an external link, another feature that makes it one of the best NPS software around. Fit the surveys into your brand seamlessly by inserting your logo and other choices, a staple feature in the best NPS software tools around.
Delighted is one of the best NPS software around especially since it gives you the opportunity to see specific responses from customers. As soon as a customer shares feedback, it is available on the dashboard for you to make business decisions. Support for customers is available in over 37 different languages, a strong reason why we have included the tool in the roundup for the best NPS software. As a brand, you do not want to come across as a company that sends too many surveys as it puts off most customers, so you are also given the option to choose how often you want to send surveys.
Top Features of Delighted:
- Simple dashboard: The fact that it is easy to use and has a brilliant interface puts it ahead of its competitors. It can be used without any difficulty by personnel from different departments, let it be engineering or support. If you are looking to get NPS and CSAT scores, Delighted is easily one of the best NPS software around.
- Integrations: From automation of sending surveys to customers to following up and sharing feedback, Delighted helps you with a plethora of integrations. Slack, Shopify, Salesforce, Zendesk, Stripe, Intercom, Office 360 and many more which saves a lot of time.
Best NPS Software #4: Wootric
Wootric is known for its simplicity and the fact that it is easy to set up. With proper integration with the right tools, it can even automate the entire process of sending surveys without the need for any kind of human intervention. It even automatically performs basic NPS analysis and collects qualitative feedback.
Customers are usually hesitant to respond to email surveys and Wootric reduces this by providing in-app surveys that generate better results and more feedback which the company can use.
Finest Features of Wootric
- Use Wootric across multiple channels like web, email, mobile, and SMS without worrying about duplicate sampling
- Get NPS Analytics instantly
- The NPS results will give you how it varies by product version, account or any user characteristics that you define
- Monitor customer health and see for retention plans
- Integrates with Zapier, Salesforce, Slack, Intercom and more
Wootric makes it easy to see the trends over time and allows you to take credible action using the results that you have got. In fact, Wootric’s NPS gives you the opportunity to drill down NPS by the customer.
Best NPS Software #5: Nicereply
Nicereply is one amongst the popular choices when it comes to measuring customer experience. They deal exclusively with customer satisfaction surveys that include CSAT, Customer Effort Score and Net Promoter Score(NPS). The platform boasts of an impressive clientele like Microsoft, Lenovo, Hubspot, and Buffer.
Best features of Nicereply:
- Intuitive UI dashboard
- Follow-up Questions
- Insightful Reports
- Includes Data range features
- Displays data in CRM and sets triggers accordingly
- Integrates with Zendesk, Salesforce and more
- Customization of surveys
Nicereply particularly aids in managing negative feedback thus reducing customer churn rate. All these provisions definitely make it a decent Net Promoter Score software that you can rely on.
The pricing plan for Nicereply starts at $39 and they also give you a free trial.
Best NPS Software #6: AskNicely
AskNicely is one of the most popular marketing tools around and one of the best NPS software presently in the market. The tool integrates seamlessly with the CRM system, an important characteristic to be considered as the best NPS software. AskNicely has a leaderboard feature where it allows you to segment and categorize channels, employees and products. It has 3 different payment plans whose fees starts from $59 and goes as high as $649 per month.
With AskNicely’s NPS monitoring feature, users can track the survey score in real-time and track the daily feedback that you get from the customers. AskNicely also allows you to create customizable reports for monitoring business performance, which is why it is one of the best NPS tools.
Smart Features of AskNicely
- Share real-time insights with your team and make them take immediate action to drive retention, reviews, referrals, and upgrades
- Integrate your CRM to trigger any feedback requests
- Set the tool to automatically survey a set of customers in your CRM each month
- Survey Branching Logic
- Integrate with third-party apps with a single click
- Daily survey scheduling
- 1-click testimonial publishing
- Customizable survey offering
What is Net Promoter Score all about?
Net Promoter Score or NPS is a predictor of business growth as it measures customer satisfaction. It is one of the most popular metrics that is used by businesses around the world to measure customer experience. Finding NPS involves asking a really simple question- “How likely is it that you would recommend (insert name of the brand) to a friend or a colleague?” The respondents can choose from a scale of 0-10. They are then classified into three groups.
Promoters: These are people who give your brand a score of 9 or 10. They will recommend it to their friends, remain loyal customers and help in your growth.
Passives: Passives give you a score of 7 or 8 and they are customers who won’t necessarily go out of their way to talk well about your brand. They will easily switch to your competitors when they come across a better solution.
Detractors: The kind of customers who are detractors give you a score between 0 and 6. They can immensely damage your brand because they are not happy with your services.
Sending NPS surveys from your regular mailbox is not the smartest idea if you are running a business and are in need of constant feedback from your customers. Because storing and calculating the results in a spreadsheet will not help you build a highly successful company. The market is notoriously crowded with products of distinct features. Choosing the best NPS software in the industry is no easy task.
The above was a comparison of the 6 best NPS software available in the market. We have explained in detail the features along with the explicit benefits surrounding each of them. The best NPS software outlined above comes with reporting and analytics features that help businesses to further work on the feedback received. While finding the best NPS software for your business is the ultimate goal, there is also the budget factor that you need to consider. Play wisely. Use the free trial. It will help you know the pros and cons of a tool before choosing it as your Net Promoter Score software.
Net Promoter, Net Promoter System, Net Promoter Score, NPS, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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