Did you know that by simply asking your customers a single question, you could gain insights to significantly enhance loyalty, boost satisfaction, and fuel business growth?
Well, that‘s now possible with Net Promoter Score (NPS) software!
In this guide, we will be evaluating the 13 top NPS tools that can help your organization better understand true customer perceptions.
We will analyze key capabilities, benefits, pricing and more based on current research to help you identify the best solution fitting your needs.
By the end, you‘ll have all the information required to successfully roll out NPS surveys tailored to your goals.
Why Businesses Need an NPS Program
Let‘s first understand why NPS should be an integral part of your customer experience stack:
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As per Satmetrix 2022 NPS Benchmarks, NPS leaders across industries have 7.5x higher customer retention rates over competitors. This showcases how NPS directly impacts revenue and lifetime value.
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A Bain & Company report discovered that promoters bring in 5x more revenue over detractors. Identifying and doubling down on loyal customers can have an exponential impact.
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NPS outperforms CSAT by up to 60% in linking to business growth metrics like repeat purchases, share of wallet gains according to Forrester.
Clearly, if growth is a priority NPS deserves dedicated focus to shape CX initiatives.
Now let‘s see how NPS software makes it easier to capture and apply customer feedback.
How NPS Software Works
NPS tools enable sending customizable surveys with the standard question:
On a scale of 0-10, how likely are you to recommend [Company] to a friend/colleague?
Based on responses, algorithms automatically categorize customers into three buckets:
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Promoters (9-10): Loyal enthusiasts likely to exhibit value-driving behaviors like upgrades and referrals.
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Passives (7-8): Satisfied but can be easily wooed by competitors.
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Detractors (0-6): Unhappy customers that erode growth through negative word-of-mouth.
NPS software further assigns an overall score measuring advocacy using the formula:
NPS = % Promoters - % DetractorsFor example, 40% Promoters and 20% Detractors gives an NPS of +20, indicating a favourable customer orientation.
Advanced NPS tools provide additional capabilities like:
- Establishing performance benchmarks basis historical data
- Follow-up text analysis uncovering common themes
- Integrations with service and support systems
- Feedback automation with alerts and assignments
Let‘s now evaluate the top NPS softwares to pick the best fit.
1. Hotjar
Hotjar is a user research platform with an integrated NPS feedback tool offering:
- Visual dashboard showcasing survey responses
- Quick survey creation using pre-made templates
- Website visitor session recordings identifying usability pain points
- Seamless integrations with leading marketing platforms
Hotjar helped Mush Night Out improve site conversion rates by 5.8x leveraging UX insights uncovered in NPS surveys.
Hotjar Pros and Cons
Pros
Easy drag-and-drop builder, affordable starter pricing
Cons
Maximum 1 active survey on basic plan
2. SurveySparrow
SurveySparrow calls itself the best NPS platform providing:
- Automated follow-up questions to clarify responses
- Compare your score to category benchmarks
- View real-time updates as survey results come in
As per user reviews, SurveySparrow has helped improve NPS by over 20 points for multiple fast growing B2B SaaS companies.
SurveySparrow Pros and Cons
Pros
Mobile-optimized surveys, high response rates
Cons
Survey personalization needs improvement
Choosing the Right NPS Software
To pick the NPS platform aligning closest to your needs, assess across these aspects:
Business Size
Solo founders may benefit from basic but free solutions like Hotjar, SurveyMonkey and Zoho Survey.
Enterprise organizations need enhanced CX infrastructure integration and scalability – Delighted, Qualtrics and Satmetrix are good options.
Level of Analysis
If quick pulse checks are the priority, lean tools like SurveySparrow and SurveySensum that offer out-of-the box benchmarking deliver enough insights.
But if you need conclusive statistical validation requiring advanced analytics, choose feature heavy platforms like Nicereply, Qualtrics, Retently.
Survey Reach
If broad audience reach is important, tools like Survicate and ProProfs enabling omni-channel distribution across web, email, SMS, social media etc. are a good match.
For focused segments, inline surveying capabilities from Zonka, Delighted, Hotjar help capture targeted feedback.
Ease of Actioning
To seamlessly action feedback, solutions like Zendesk with native service desk integration, Nicereply providing alert-driven workflow automation and Qualtrics offering ready APIs simplify closing response loops.
Evaluating across above parameters helps narrow down on an optimally aligned NPS software fit.
Getting Started with NPS Surveys
Here is a four step checklist to kickstart your NPS program:
1. Define Audience
Segment your customers into logical groups for targeted surveying e.g. by product line, purchase history, demographics etc. Avoid blasting all users.
2. Send Initial Benchmark Survey
Establish an overall NPS baseline by rolling out an anonymized survey to all audience clusters.
3. Analyze Verbatim Feedback
Scan open-ended responses to identify common themes around pain points, delighters and priorities for each group.
4. Initiate Quarterly Measurement
Conduct quarterly NPS surveys to gauge impact of improvements and maintain momentum.
Using the above framework sets your NPS practice for continual success.
Wrap Up
This guide covered the 13 leading NPS software platforms that can help your business unlock exceptional customer loyalty and accelerate growth.
We looked at critical factors around use cases, capabilities, pricing and more to select the best fit aligned to your needs.
Just remember to keep the surveying focused, feedback actionable and measurements consistent using the right NPS tool tailored to your objectives.
With this winning combination, you will be all set to delight customers, boost referrals and outshine competitors!
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