15 Best NPS Tools & Software in 2024 [Free Version, Features & More]

If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. With an index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones.

This simple metric has brought groundbreaking changes to CX and has become very significant in such a short time. The reason is…

Organizations can use their net promoter score to discuss problem areas, improve the experience of their customers, monitor loyalty trends, and grow revenue.

What is an NPS tool?

NPS tool helps you survey your customers’ loyalty, categorize them as per their satisfaction data, and keep in touch with them. It helps you find out whether your customers would be willing to recommend your brand to others and improve many other assets of your company. 

A well-designed NPS survey tool features NPS calculation, automation, survey scheduling, customer segmentation, an intuitive dashboard, reports, real-time notifications, etc. to help you make the most of your NPS survey. 

How to choose the right NPS tool?

Every company’s requirements are unique. You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. It should also feature integrations to incorporate NPS scores and feedback into your existing platforms. In other words, the right NPS tool will streamline the entire process. 

So, here are the factors that will help you choose the right NPS tool for your business.

• Survey Volume

You need to make sure that the software you choose can manage the volume of surveys you intend to send. Most companies restrict survey volume by pricing tier, depending on the number of surveys you send via a particular distribution channel.

• Integration

The workload gets simplified when all of the platforms and applications you use every day perform well together. Also, the user doesn’t have to switch between multiple platforms as all the operations can be done on the existing platform itself. So look for an NPS tool that integrates with your existing applications seamlessly. It should blend effortlessly with your technology, workflows, and communications.

• Survey Templates

Pre-built survey templates are one of the most important must-haves for any NPS tool. It reduces your workload and saves time in creating manual templates. Customizable survey templates also allow you to apply your brand’s colors and attach your logo to any surveys you send out. You don’t have to build a survey from scratch. A little bit of editing here and there and you are ready to go!

• Customer Segmentation

The best NPS tool will segment your customers into three categories, namely, promoters, passives, and detractors amongst other segments such as tags, demographics, etc. The respondents are classified into these categories according to the score given by them in the survey. Your software should allow you to save this data in your CRM, help desk, and billing systems and trigger workflows immediately.

A Detailed Comparison of the Top 5 NPS Tools

We’ve done our bit of research and shortlisted 15 of the best NPS tools you should check out in 2024. Here, take a look at the tools that can help you organize, share, and analyze your NPS surveys. 

1. SurveySensum

SurveySensum is a powerful NPS survey tool that helps you make customer feedback actionable. It lets you send NPS, CES, CSAT, product, onboarding, and many VOC surveys to your customers. And not just that, it helps you with what questions to ask, how to interpret results and prioritize actions to assist you in focusing on your business goals.

Using this free NPS tool, you can analyze data with real-time, journey-based dashboards, and identify customer issues with a sentiment analysis feature. 

Best Features

SurveySensum offers best-in-class features to conduct efficient NPS surveys.

• In-built survey templates

SurveySensum provides different types of in-built survey templates that let you create different types of surveys like NPS, CSAT, CES, SSI, Onboarding, etc – across different industries like Retail, SaaS, Fintech, etc.

• Instant detractor alerts

You will get instant automated alerts on detractors so that you can reach out to these customers in time, resolve their issues, and close the feedback loop in real-time.

• Customized dashboards

The tool offers real-time customized dashboard. This enables you to get analytics reports on your survey campaigns in real-time which will help you to understand and make changes to your campaigns, if necessary. 

• One-on-One CX Consultation for NPS Implementation

The tool also provides a dedicated NPS consultant who will help you set up, implement, and operate the tool to help you streamline your feedback process and achieve your business goals.

• Text Analytics Software

The innovative Text Analytics Software automatically extracts quantitative data from unprocessed, qualitative information to discover patterns and trends within the text.

• Seamless integrations

SurveySensum can be seamlessly integrated with different tools like Slack, Outlook, etc. This ensures smooth workflow management.

Pricing: The pricing starts from $99 per month. 

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2. Qualtrics

Qualtrics is an NPS survey software that helps you measure, analyze, and improve your net promoter score. It allows you to measure NPS at any customer touchpoint via any platform or channel like SMS or email.

The Qualtrics NPS tool includes their Predict IQ feature, which couples NPS and operational data to predict customer behavior. This report helps you find which individuals are at the highest risk of churning. Qualtrics also features role-based dashboards to ensure that the right people on your team get the customer information they need to enhance CX and loyalty.

Now, if you are an existing Qualtrics customer who’s looking for a switch then you may want to take a look at these alternatives to Qualtrics.

Best Features

• Qualtrics allows you to create, distribute, and analyze web-based NPS Surveys.
• Qualtrics can connect with dozens of channels to help you analyze feedback in real-time.
• Qualtrics’ CustomerXM platform supports predictive analytics, which can show you key trends and patterns.

Pricing: Contact Qualtrics for detailed pricing

3. NiceReply

One of the favorite alternatives when it comes to measuring customer experience is NiceReply. It encourages you to follow developments continuously with a variety of charts, time filters, and comparisons. This NPS tool also includes features like customization, analytics, data security, and integrations. 

Best Features

• Nicereply features an Intuitive UI dashboard to manage surveys easily.
• It has follow-up questions, data range features, and insightful reports for better efficiency.
• The tool displays data in CRM and sets triggers accordingly.

Pricing: The tool doesn’t provide a free version, but a 14-day trial. Its pricing plan starts at $59 per month.

4. Delighted

Delighted lets you run NPS, CSAT, and CES surveys effectively and distribute these surveys via email, web, SMS, and a link and setup are easy. In addition, Delighted also supports multiple integrations with applications such as Salesforce and HubSpot.

Delighted’s program concentrates on the free-response follow-up to the NPS question, allowing customers to give insights into why they gave a specific NPS score in their own words. Using Delighted, you’ll get instant, clear feedback on what you’re doing well and what you should improve. 

Best Features

• The app helps you respond to surveys on the email itself instead of using an external link.
• It has innovative branding and customization options.
• Support for customers is available in over 37 different languages.
• The tool can integrate with Slack, Shopify, Salesforce, Zendesk, etc.

Pricing: A free version of the tool is available. Delighted’s pricing plan starts at $224 per month. Their Enterprise plan is a custom one. Contact the Delighted team for more details. 

5. GetFeedback

GetFeedback is a customer experience solution purpose-built for integration with Salesforce (other integrations are also available). This software offers several CX tools, including NPS surveys and various resources. It provides in-built templates to speed up the setting up of mobile-friendly, responsive NPS Surveys, which you can white-label and customize to add more questions. 

Best Features

• It has powerful analytics tools.
• It distributes surveys with comprehensive multi-channel options, including e-mail, web apps, mobile apps, and even SMS.
• It allows user segmentation for more targeted outreach.

Pricing: Contact the team for pricing details.

6. InMoment

InMoment is one of the top-rated NPS survey tools, with various features. It enables you to conduct customizable NPS, CSAT, and CES surveys with real-time score updates on different channels. It also observes customer experience throughout the customer journey, so you can follow trends and take important actions to prevent churn. In addition, it lets you track and analyze the customer sentiments shared in reviews and on social media.

Best Features

• It offers in-app surveys to boost customer engagement and QR code survey delivery services to enhance engagement. 
• Features like tagging, segmentation, custom reports, and dashboards. It would be better to integrate a QR Code creator with your existing NPS tool to further enhance the results you get from QR Code survey

Pricing: Contact InMoment for detailed pricing.

Launch Your First NPS Survey!

7. Zonka Feedback

Zonka Feedback is a great NPS Survey tool that can create NPS Surveys and send them to your customers through multiple channels to measure customer loyalty and satisfaction. It notifies you of detractors, collects actionable feedback, works on it, closes the feedback loop, and converts your detractors into promoters.

Best Features

• Measure NPS at every touchpoint with multiple channels – SMS, email, website, Android tablets, and smartphones.
• Gather survey responses both on-premises as well as on the go.
• Get notified with real-time notifications for angry customers, at-risk customers, and detractors. Reach out to improve their experience and reduce churn.
• Create customized NPS surveys, and white-label surveys, and add your own logo and branding to them.

Pricing: The tool offers a free version and its paid version starts at $49 per month.

8. Qualaroo

Qualaroo is a complete customer experience that leverages powerful survey Nudge™ technology to let you hear the voices of your customers. You can create branched NPS surveys to collect insights across multiple channels like your website, app, product, email, and more.

It also lets you monitor the NPS score in real-time with a fully-fledged dashboard to compare the customer experience at different touchpoints and predict churn. But what makes Qualaroo one of the top NPS tools is the AI-powered analytics engine that lets you dig through the free-text responses in real-time using sentiment analysis and word cloud.

Best Features

• Intuitive editor to create NPS, CES, CSAT, and other surveys in minutes.
• Supports multi-channel deployment to share surveys on your website, app, product, mail, and other channels.
• Offers question branching, 70+ survey languages, 40+ templates, and branding options.
• Flexible survey theme and layout customization.
• Provides integration APIs for workspace tools like Mailchimp, Salesforce, Hootsuite, and more.

Pricing: Starts at $69 per month

9. SurveyMonkey

Next on the list of NPS tools is SurveyMonkey. It’s an online survey development platform that allows users to create, distribute, and analyze surveys. 

The tool has built-in analytics and reporting to track and compare survey results and identify areas of improvement. It also supports multiple distribution channels, including email, social media, and website embedding.

It’s easy to use and offers customizable survey templates, making it easier to create and distribute NPS surveys. 

Best Features 

• It offers a user-friendly drag-and-drop interface that makes creating surveys quick and straightforward.
• The platform offers real-time data analysis and visualization tools to help make sense of survey results.
• It can be easily integrated with popular third-party tools like Salesforce, Mailchimp, and Slack. This allows users to streamline their data collection and analysis processes.

10. AskNicely

AskNicely is a powerful CX platform that allows you to manage customer feedback automatically with the help of customizable NPS surveys. You can also distribute them via SMS, your website, email, and more. 

Best Features 

• You can easily share real-time insights with your team using AskNicely.
• AskNicely can integrate your CRM to trigger any feedback requests.
• You can effortlessly set the tool to automatically survey a set of customers in your CRM each month.
• This NPS tool can integrate with third-party apps.

Pricing: Contact AskNicely for detailed pricing.

Gather Customer Feedback the Right Way!

11. Retently

Retently is a fully automated NPS tool that saves you time and increases your response rates. It allows you to test your surveys to decide which versions get the most responses. You can easily customize your NPS surveys with the inbuilt template editor. The software also has a survey campaign feature that enables you to run many NPS campaigns among different customer segments easily.

Best Features

• Setting up regular and transactional campaigns is easier with Retently by sending a predefined set of surveys to particular customer segments. 
• You can easily target all the customers in your Retently account with a preset filter. 
• It allows you to customize survey templates easily according to your style.
• Customers can be easily segmented according to their plans

Pricing: They provide a 14-day trial and their paid plans start at $25 per month. 

12. SurveySparrow

SurveySparrow is an omnichannel customer experience management tool. It features an impressive NPS survey program to gauge customer loyalty. In addition, it offers streamlined workflows, comprehensive dashboards, reputation management, white labeling, and more to make your NPS surveys more reliable.

It also allows you to categorize your customers into various groups and follow up with them easily. With SurveySparrow, you can analyze the data and obtain valuable insights to guide your business easily.

Best Features

• It offers scheduled NPS and ENPS surveys.
• The tool also features preview functionality and dynamic lists for better engagement.

Pricing: The tool allows a free version for personal use. More details about the pricing plans for businesses are available upon request.

13. Medallia

Medallia helps you learn more about your customers and analyze their journey. With Medallia, you can follow and interpret the NPS score and easily segregate customers based on their responses. It uses machine and human learning to automatically analyze the NPS feedback and coordinate with the team to take action and solve issues.

Best Features

• Medallia Experience Cloud can compute scores and give you customer insights.
• Medallia’s platform employs machine and human learning to automatically analyze text feedback.

Pricing: Contact Medallia for detailed pricing

14. Hotjar

Hotjar features a visual dashboard that enables individual analysis of customer responses. The innovative Feedback Poll feature provides an easy process to create NPS surveys. Additionally, you can calculate the NPS score automatically when the target audience submits their responses.

Best Features

• The tool offers multiple options for where surveys can appear like a small widget, full screen on a webpage, or an external link.
• It has a unique heat map feature, which is a graphical representation of values using colors.
• It allows for results to be e-mailed to team members for analysis from the survey dashboard.

Pricing: Their basic plan offers a free version of the tool. And the paid plan starts from $39 per month.

15. CustomerGauge

CustomerGauge is an experience management platform that connects customer experience, revenue, and account data. It offers an end-to-end, integrated, Net Promoter Score system for data collection, reporting, analysis, and action. This NPS tool offers both NPS surveys and employee NPS (ENPS) surveys. Using CustomerGauge, you can set up NPS surveys smoothly and measure the loyalty of your customers. 

Best Features

• This NPS survey tool can plug into your eCommerce, CRM, or accounting system to automatically survey customers.
• The app offers a decent array of provisions to handle feedback like auto-result reports, instant alerts, closed-loop tools, and dashboards. 

Pricing: Contact CustomerGauge for detailed pricing

Conclusion

Every business needs a unique NPS survey tool to fit its needs. The right tool helps your CX team to improve productivity and engagement. All of these best NPS survey tools are equipped with useful features to gauge customer loyalty and help you improve customer experience and support. This detailed list will surely help you choose the most appropriate NPS survey tool to grow your business. 

FAQs on NPS tools

An NPS tool or software is a platform that can gauge and record the net promoter score for any business. It helps you collect insightful feedback from customers by asking the NPS loyalty question, ‘How likely are you to recommend (company name) to your friends or acquaintances?’.

An NPS score is a value that resembles the customer experience levels. You can collect NPS scores using any of the leading NPS software available. And can further integrate it with your CRM and other tools to make actionable plans and reports on what went wrong and what to improve. 

A good NPS can differ from industry to industry. For a software company, an NPS score between 0 and 30 will be considered good. Anything that goes above 30 is excellent, and you are doing great. The more your NPS score is, the happier your customers are. 

NPS software costs depend on the features, packages, and customer support you need. It all varies from vendor to vendor. Most of the NPS software vendors charge subscription fees for NPS tools. Some of the most prominent NPS software are:

• SurveySensum: Offers a free version. The basic plan starts at $49/per month. In addition, you can get customized enterprise plans based on your business needs.
• Zonka Feedback: The pricing starts at $79/per month. 
• Promoter.io: The plan starts at $199/per month.
• Delighted: Their pricing begins at $224/per month.
• Retently: The package starts at $49/month.

There are many NPS software available in the market. The selection depends purely on your budget. Also, evaluate factors like functions, features, and support options before finalizing. 

We recommend SurveySensum, one of the most sophisticated and ROI-guaranteed NPS software in the market today. They offer competitive pricing, features, a free version to try, and end-to-end customer support. 

Some of the top companies with the highest NPS scores include; Apple, First Direct, PayPal, Xfinity, Google, Lloyds, etc. Amazon has a score of 73 while Apple has a score of 54, and Samsung has a score of 67.

Here are some scenarios where upgrading to a premium VOC platform might be justified:

• If your business has grown significantly in terms of customer base, interactions, or the complexity of customer feedback.
• If your business requires in-depth insights, sentiment analysis, and trend identification from customer feedback.
• If your business expands across various channels (social media, email, chat, etc.), a premium VOC platform is required that integrates seamlessly with multiple channels to help you consolidate and analyze customer feedback from different sources in a centralized manner.