Choosing the right net promoter score software for your SaaS company can be challenging with more than 100 NPS products available. We tested and analyzed the leading NPS tools that will help you make a smart choice for your business in 2025.
The SaaS industry's average NPS score stands at +36. Your company's success depends on software that goes beyond collecting feedback and turns responses into practical insights. NPS scores can range from -100 to 100. Industry experts consider scores above 20 great, above 50 excellent, and anything above 80 places you among the elite performers.
We thoroughly tested eight leading NPS software platforms and compared their features, usability, and integration capabilities. Our real-world findings will guide you to pick the NPS tool that matches your SaaS company's requirements.
What Is NPS Software and Why It Matters for SaaS
SaaS businesses need to understand their customers' pulse now more than ever. Our tests show that NPS software provides a clear view into customer sentiment and loyalty.
Definition of Net Promoter Score (NPS)
Fred Reicheld and Bain & Company created Net Promoter Score in 2003. It works as a simple way to measure customer loyalty. The score comes from one powerful question: "How likely are you to recommend [product/service/company] to a friend or colleague?" People rate their likelihood from 0-10. They also answer an open question that explains their reasoning.
Customer responses fall into three groups:
- Promoters (9-10): Loyal fans who stimulate your growth through positive word-of-mouth
- Passives (7-8): Content but lukewarm customers who might switch to competitors
- Detractors (0-6): Dissatisfied customers whose negative feedback can slow growth
The final score comes from subtracting the detractors' percentage from the promoters' percentage. To cite an instance, if your promoters are 43% and detractors are 18%, your NPS equals 25.
Why NPS is significant for SaaS companies
SaaS businesses have made NPS their go-to metric, and with good reason too. Research by Harvard Business Review, Bain & Company, and CustomerGauge shows strong links between high NPS scores and revenue growth.
NPS leads B2B metrics with 41% trust rate, substantially ahead of Customer Satisfaction (CSAT) at 26% and Customer Effort Score (CES) at 11%. This widespread use proves its value and simplicity.
SaaS companies' bottom line depends on customer loyalty and satisfaction insights from NPS. Getting new customers costs four to five times more than keeping current ones. This makes it vital to spot at-risk customers before they leave.
On top of that, NPS helps predict customer retention rates and expansion revenue. These drive net revenue retention - a key SaaS business valuation metric. High NPS scores often mean:
- Lower churn rates
- Higher customer lifetime value
- More word-of-mouth referrals
- Better account expansion chances
How NPS tools help improve customer retention
SaaS companies can turn simple survey data into retention strategies with specialized NPS software. These tools help you intervene before unhappy customers leave.
Today's NPS software offers more than simple surveys:
- Segmentation capabilities: Break down feedback by user type, plan tier, or usage patterns
- Live alerts: Get instant notices when detractors leave feedback
- Automated follow-up workflows: Send individual-specific responses to complete feedback loops
- Integration with customer success platforms: Mix NPS data with other health metrics
NPS tools shine in creating continuous feedback loops. Our tests show that SaaS companies using these loops see better retention. Studies indicate 95% of customers give second chances when complaints receive quick, successful handling.
Reaching out to passive respondents (7-8 scores) offers the best chance to cut churn rates. These lukewarm customers might easily switch to competitors. Good NPS software makes it easy to find and connect with these customers.
Linking NPS scores with core SaaS metrics helps you see the value gap between promoters and detractors. This helps focus retention efforts where they matter most. NPS software does more than collect scores—it builds systematic ways to boost customer loyalty and drive lasting growth.
How We Tested the 8 Best NPS Tools for SaaS
Our team tested popular NPS tools for SaaS companies throughout 2025. We brought our product management experience to review these platforms with a focus on real-life performance.
Evaluation criteria used
The team created a complete review framework based on industry needs and standards. We looked at each tool from different angles:
- Survey customization and targeting: The tools needed to support different surveys for user groups and let us customize and brand NPS surveys
- Survey delivery options: We looked at available channels (email, in-app, web, mobile) and support for running multiple surveys at once
- Technical capabilities: The review covered branching logic, skip functionality, and multi-language support
- Analytics and reporting: Dashboard quality, segmentation options, and export features got a close look
- Integration ecosystem: Each platform's connection with CRMs and third-party apps underwent testing
- Scalability: Survey volume limits and response collection varied across pricing tiers
The team focused on tools that offered more than simple NPS surveys, including Customer Effort Score (CES) and Customer Satisfaction (CSAT) features.
Testing methodology and duration
The testing lasted three months to get a full picture. We created similar NPS campaigns on eight platforms using 500 SaaS users as our test group. This helped us compare response rates, user experience, and data quality directly.
Each tool underwent these steps:
- Standard NPS survey creation with follow-up questions
- Multi-channel implementation where possible
- Advanced feature testing for segmentation and triggers
- Review of the closing-the-loop workflow
- Integration testing with common SaaS tools
Transparency note: Free trials helped us test the platforms. Monthly subscriptions filled the gap where trials weren't available. No vendor sponsored our work or shaped our methods.
Key metrics tracked during testing
We set measurable standards to compare these NPS tools:
Response metrics: Response rates, completion percentages, and completion time across channels showed clear patterns.
Technical performance: Survey loading speed, mobile responsiveness, and platform stability mattered most.
User experience: Each interface got scores based on user-friendly design, branding options, and how clear surveys appeared to respondents.
Data processing: Platforms showed different strengths in turning responses into analytical insights, including sentiment analysis features.
Workflow efficiency: Setup time, result analysis, and follow-up action implementation revealed practical differences.
Cost-effectiveness: Price-per-response calculations showed the value of each platform at different scales.
The complete testing showed that each platform had its strengths. The next sections detail our findings for all eight NPS tools, showing which ones work best for specific SaaS scenarios.
SurveySparrow: Best for Enterprise Experience Management
SurveySparrow brings outstanding NPS capabilities to enterprises through its multi-channel customer feedback system. Our tests showed that this platform creates survey experiences that feel like natural conversations rather than typical forms.
Conversational survey flows
The chat-like survey interface stands out as SurveySparrow's best feature. It achieves 40% higher response rates than regular forms. These surveys turn simple feedback collection into interactive chats that users enjoy.
You can choose between regular form layouts and chat formats based on what your audience likes. The platform uses smart logic to create individual survey paths. Users see only questions that matter to them based on their previous answers.
"The conversational style offers a fresh take on feedback collection," said an enterprise user we talked to. This approach works great for SaaS companies where customer involvement directly affects retention rates.
Try SurveySparrow for your next NPS campaign. You'll see how these chat-like interfaces boost both response rates and feedback quality.
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Omnichannel support and automation
SurveySparrow helps you gather feedback from every customer touchpoint. The system works with weblinks, emails, SMS, WhatsApp, QR codes, and website embedding.
The platform's automation features make it perfect for enterprise needs. You can build smart workflows that react to specific responses. The system sends follow-up emails to unhappy customers, alerts team members about negative feedback, and creates tickets for relevant departments.
We liked how you can set up recurring surveys that run automatically. This helps track NPS over time without extra work. The "throttling" feature stops survey fatigue by limiting how many surveys each customer receives.
Advanced reporting and dashboards
The enterprise-level reporting tools impressed us during testing. AI-powered executive dashboards make complex data easy to understand.
Your dashboard updates instantly when someone submits a response. Smart features like sentiment analysis and wordclouds reveal the emotional side of feedback, going beyond basic NPS numbers.
The platform's powerful segmentation tools make it unique. You can sort responses by questions, answers, time periods, respondent details, and completion rates. These segments help you create follow-up plans for specific customer groups.
SurveySparrow connects with over 2000 tools - from CRMs to automation platforms. Your NPS data flows naturally into your existing business systems.
Refiner.io: Best for In-App NPS Surveys
We tested many NPS platforms, and Refiner.io emerged as our top pick for in-app NPS surveys. This specialized tool stands out because it blends naturally into your product experience and offers deep customization options.
Survey customization and targeting
Refiner.io gives you great flexibility to create surveys that feel native to your SaaS application. Our tests showed the platform offers 12 different question types including NPS, CSAT, CES, rating matrices, and CTAs. You can build complete feedback workflows that go beyond simple NPS collection.
The level of design customization available impressed us. You can adjust colors, images, borders, corners, and widget types (slide-in, modal, and banner) to match your brand identity. Refiner even lets you use custom CSS to arrange everything perfectly, a feature many competitors don't offer.
The platform comes with ready-to-use NPS templates so you can start collecting feedback right away. It also includes branching and logic jumps that show relevant follow-up questions based on previous answers. This smart question routing helped us get better quality feedback during our tests.
Refiner.io adds these personalization features to make surveys more engaging:
- Multilingual support with AI-powered one-click translations
- User information incorporation for more relevant surveys
- Video embedding in welcome screens
- Markdown support for styled text
Behavioral triggers and segmentation
Refiner.io really excels with its targeting capabilities. Our hands-on experience showed the segmentation engine lets you target specific users based on traits, behaviors, or even previous survey responses.
The platform gives you multiple trigger options to show surveys at the right moment:
- Time delays after specific reference points (new sessions, entering target audience, etc.)
- Page visit triggers based on URL patterns
- Event-based triggers that activate after specific user actions
Manual trigger events proved useful to launch surveys at specific moments via the JavaScript SDK. This control helped us achieve response rates that were much higher than industry averages.
Integrations and automation features
Refiner.io excels at closing the feedback loop through its extensive integration ecosystem. The platform easily connects with vital SaaS tools including:
- Analytics platforms (Amplitude, Mixpanel)
- CRMs and marketing automation (HubSpot, Salesforce)
- Communication tools (Slack, Microsoft Teams)
- Data warehouses (Google BigQuery)
These integrations let you create automatic workflows that turn survey data into action. You can send NPS follow-up emails, create support tickets for detractors, or notify account managers about feedback automatically.
The platform also offers powerful call-to-action features after survey completion. You can ask promoters for reviews, schedule calls with detractors, or offer coupons to passives. Your NPS program becomes an active retention tool instead of just a measurement system.
The webhook functionality proved valuable during our testing. It lets you send survey data to any backend API, which makes integration possibilities endless for technical teams.
Userpilot: Best for Product-Led Growth Teams
Userpilot emerges as the perfect NPS solution for product-led growth teams that need to link customer feedback with user behavior. Our three-month evaluation showed its complete approach works best for teams that focus on driving adoption through product experience.
In-app NPS and user experience mapping
Userpilot shines at collecting NPS feedback directly within your application. Unlike simple survey tools, it triggers NPS surveys based on specific user actions or behaviors. You can set up surveys to appear after certain page visits, time spent on a page, or feature interactions. This contextual approach yields higher response rates than generic timing.
Userpilot's ability to connect NPS data with user analytics sets it apart. The platform monitors each user's in-app behavior from signup and helps you spot drop-off points and friction areas throughout the customer lifecycle. This integration shows exactly where detractors struggle in the product experience. Their feedback becomes applicable information rather than just data points.
Survey creation needs no coding skills. A three-step process helps you design, customize, and launch surveys that align with your brand's visual style. You can add qualitative follow-up questions to learn more about scores.
Advanced segmentation and analytics
Userpilot's segmentation capabilities proved powerful during our evaluation. The platform creates specific user segments based on multiple conditions at once:
- User properties (role, plan type, location)
- Product usage patterns and feature interactions
- Previous survey responses and NPS scores
- Time-based metrics like first/last seen
This detailed segmentation lets you follow up with different user groups effectively. You can automatically send detractors to customer success teams while asking promoters for testimonials.
The analytics dashboard shows NPS data in a user-friendly format. It breaks down scores by segment and tracks trends over time. Response filtering works through custom tags, response types, or written feedback. Teams can spot patterns quickly—we identified common themes among detractors by tagging responses with similar problems.
Userpilot serves as more than an NPS tool—it's a complete product analytics platform. This integration helped us associate NPS scores with feature usage and identify which product experiences created promoters versus detractors.
Mobile NPS and localization support
Userpilot's cross-platform capabilities shine with mobile experiences. The platform delivers NPS surveys in mobile apps and web applications. Users across both platforms appear in a unified dashboard that analyzes their combined experience.
The platform offers some of the most complete localization features we tested. AI-powered translation converts NPS surveys into multiple languages. Enterprise users get unlimited language support, while growth plan users can use up to 5 languages. This feature boosted our survey completion rates among non-English speaking users.
Language selection works through a user property ('locale_code') or automatic browser language detection. This automatic adaptation created individual-specific experiences that increased survey engagement.
Delighted: Best for Simplicity and Email Surveys
Delighted stands out as the best choice among NPS tools that blend simplicity with strong email survey features. The platform delivers on its promise to be "the fastest and easiest way to gather applicable feedback" through its simple design.
Ease of setup and use
Delighted impressed us with its straightforward approach to NPS surveys during our tests. You can create customer surveys in seconds. The platform includes all best practices in the design. The best part is you don't need any technical skills to start - unlike other complex tools we looked at.
Users say the learning curve "doesn't exist because the product is so easy to use". This matches our experience perfectly. We started measuring different metrics just minutes after creating an account.
The platform's dashboard shows your survey results in a user-friendly way. You can see responses at a glance but also dive deeper when needed. You can run both one-time surveys and regular feedback collection, which works well for different SaaS needs.
Delighted's scale proves its strength despite its simple design - it runs over 300 million surveys each year. About 45 people answer a Delighted survey every second, which shows how many SaaS companies trust this tool for feedback.
Email and web survey options
Delighted excels at email-based NPS collection, unlike tools like Refiner.io that focus on in-app surveys. Our tests found several great features:
- Optimized delivery timing: Delighted's research shows surveys get the most opens and responses between 6-9AM on Mondays and Tuesdays
- Email customization: Your brand voice can shine through custom subject lines, messages, and thank-you pages
- Authentication support: The platform supports DKIM, SPF, and DMARC to ensure emails get delivered
You can also share web surveys through URL links in email signatures, chats, social media, or printed materials. This flexibility helped us reach users through multiple channels during testing.
SaaS companies can use Delighted's Embed platform to put surveys right into their existing message flows. This works with HubSpot, Klaviyo, Mailchimp, Salesforce, and other popular tools.
Follow-up logic and branding
Delighted packs smart survey features into its simple design. You can add up to 10 extra follow-up questions to your NPS surveys. These questions change based on initial answers - promoters, passives, and detractors see different questions.
This smart logic helped us get detailed feedback without overwhelming our users. The platform's short two-part survey format (rating question plus open response) leads to better response rates than longer surveys.
The branding options impress as well. You can customize each survey with your brand elements to create a seamless experience. Users get personalized thank-you messages after submitting responses, which can include next steps or calls to action.
The platform's AI-driven "Smart Trends" feature spots keywords in customer feedback. This helped us find common themes quickly without manual work, though this feature only comes with Premium plans and higher.
Delighted shines in the crowded NPS software market because it strikes the perfect balance. SaaS companies get the feedback they need without dealing with complex enterprise tools.
Satismeter: Best for Multi-Channel Feedback
SatisMeter stood out as the most versatile option to gather feedback through multiple channels during our tests. This detailed NPS tool from Productboard lets you collect customer sentiment data flexibly. SaaS companies with different user touchpoints will find it especially useful.
Omnichannel survey delivery
SatisMeter's multi-channel capabilities impressed us throughout our evaluation. You can create and send NPS surveys through five different channels: web, in-app, email, iOS, and Android. Your customers will receive surveys wherever they use your product.
Our tests showed that setting up surveys on these platforms was quick and easy. The platform connects with just one click through Segment, WordPress, or Google Tag Manager. You won't need complex technical setup. Each survey can match your brand's look and feel with customizable text, language, and design.
SatisMeter outshines other platforms we tested by keeping all feedback in one place, whatever the collection method. A centralized dashboard shows all responses, giving you a clear picture of customer sentiment without switching between tools or reports.
Slack and Intercom integrations
SatisMeter offers more than 20 integrations. The Slack and Intercom connections proved most valuable to SaaS teams who need to respond to feedback quickly.
Survey results appear in dedicated Slack channels right away. Teams can customize which feedback they see based on relevance. A customer said it best: "We follow it closely through the Slack integration, and it is announced weekly to the entire company by our CEO". This feature helped teams arrange their NPS data better during our testing.
The Intercom integration creates smooth connections between feedback and customer chats. NPS survey responses show up as Intercom conversations automatically, with scores visible in user profiles. Teams can respond to unhappy customers through Intercom chat or set up automated messages based on specific scores.
Real-time feedback alerts
Quick responses to customer feedback can determine whether at-risk accounts stay or leave. SatisMeter's strong alerting system excels here.
Customer feedback appears in your Slack channel instantly, showing the customer's name, response, comments, and contact details. Teams that don't watch Slack constantly can get email summaries of scores and comments daily, weekly, or monthly.
The platform's live dashboard updates as new responses arrive. You can spot trends or issues early before they affect more customers. Our tests showed the value of seeing overall NPS scores, written feedback, and user profiles in one view.
SatisMeter's multi-language support helps teams with international customers. They can collect feedback in their customers' preferred languages without creating separate surveys.
Promoter.io: Best for Ecommerce and Transactional NPS
Promoter.io emerged as a standout NPS platform in our evaluation. This powerful tool works best for ecommerce businesses. Our tests revealed its transaction-based approach gives online retailers valuable customer insights.
Shopify and BigCommerce integrations
The software's native integrations with major ecommerce platforms make it exceptional. It connects naturally with Shopify and BigCommerce, which helps online stores gather feedback throughout the buying experience. The platform automatically sends surveys after order completion. This feature captures customer sentiment at crucial moments.
These integrations need minimal technical setup. The connected platform lets you time surveys at important moments - from purchase completion to support interactions. This gives you clear visibility into every stage of customer interaction.
Promoter.io also works with ecommerce tools like Gorgias and Klaviyo. This creates a complete feedback system for online retailers.
Transactional survey logic
The platform's transaction-focused survey capabilities make it unique among general NPS tools. You can tailor survey logic to show relevant questions to different customer groups.
The multi-channel approach works well. Surveys go out through email, SMS, or shareable links. This maximizes responses based on customer priorities. International stores benefit from support for 27 languages. The platform adapts to your customers' language settings automatically.
The scheduling options proved valuable in our testing. You can send surveys right after purchase or delay them to get post-delivery feedback.
Customer experience insights
Promoter.io turns feedback into applicable information through its experience tracking features. The dashboard tracks satisfaction at every point from purchase to support interactions.
This detailed view helped us spot exact points where customer experiences needed improvement. Immediate monitoring alerts show sentiment changes as they happen. This lets you act quickly before problems affect more customers.
The powerful dashboard gives data-focused teams a quick performance overview. You can filter responses, spot patterns, and make improvements based on what customers say.
Zonka Feedback: Best for Offline and Kiosk Surveys
Zonka Feedback stands out as our top choice for businesses that need to collect customer feedback without reliable internet. Our hands-on testing showed its offline capabilities are exceptional when gathering NPS data in challenging environments.
Offline survey capabilities
Zonka's most impressive feature lets you collect feedback without an active internet connection. Our field tests proved responses stayed secure on devices and synced automatically when the connection returned. This feature is a great way to get data from retail locations, events, and remote areas where Wi-Fi isn't reliable.
Mobile SDK and kiosk mode
The platform shines with its flexible deployment options. Any tablet becomes an unattended survey kiosk with just a few clicks. Kiosk mode has practical features like survey looping, inactivity timeouts, and PIN protection that stops unauthorized exit.
Zonka's Mobile SDK combines smoothly with Android, iOS, and React Native applications. We set up in-app surveys with behavioral triggers to capture feedback at key moments in the customer's experience.
Multi-language support
Today's global market makes Zonka's support for over 50 languages remarkable. The platform's one-click AI translation converts your survey automatically. Users can switch languages using an easy-to-use language selector. This multilingual feature substantially improved response rates from our non-English speaking test groups.
Conclusion
We spent three months testing eight NPS platforms and found that the best tool depends on your specific SaaS needs. Refiner.io stands out for in-app surveys with its deep customization options and smooth product integration. Userpilot provides the best capabilities for product-led growth teams that want to connect feedback directly to user behavior.
Delighted should be your first choice if you want something simple. Its easy-to-use approach and powerful email surveys work great for teams who need quick setup without technical hassles. SatisMeter excels at multi-channel feedback collection, with great Slack and Intercom integrations that send live alerts.
Enterprise teams will find value in SurveySparrow's conversational interfaces and advanced reporting. Promoter.io works best for ecommerce with its transaction-focused approach. Zonka Feedback proves essential for offline and kiosk survey needs—something other platforms can't match.
The right NPS software turns simple customer feedback into applicable information that affects your bottom line directly. SaaS companies that use these tools see lower churn rates, higher customer lifetime value, and more word-of-mouth referrals.
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Note that your NPS score shows just part of the story. The real value comes from closing the feedback loop by connecting with detractors to solve their issues and turning passives into promoters. Pick a platform that collects scores and helps you build systematic ways to improve customer loyalty.
You'll find one of these eight platforms meets your needs, whether you're starting your first NPS project or upgrading your current system. The best tool fits your workflow, works with your tech stack, and helps you act on feedback quickly.
Customer expectations change constantly, so your NPS program needs to adapt. These tools are the foundations to build stronger user relationships while stimulating sustainable growth for your SaaS business.
