Showing 1-20 of 31 products
SurveyMethods is a cloud-based survey solution for creating online surveys, polls, email newsletters and online event registrations. The solution can be used to create surveys for gathering market research, capturing customer feedback,... Read more
Recent recommendations: 2 recommendations
SurveySparrow is a cloud-based customer experience solution that enables businesses of all sizes to create engaging feedback surveys. It comes with a centralized dashboard, which allows users to import contacts and organize them in... Read more
Recent recommendations: 2 recommendations
SoGoCX is a comprehensive system for understanding your customers to drive return on investment. From sign-up to renewal, key customer touchpoints offer the chance to connect and build relationships. With SoGoSurvey's CX platform,... Read more
Recent recommendations: 1 recommendations
Zendesk Suite is a cloud-based solution that helps customer service agents manage and resolve clients’ queries via ticket management, chats, voice calls or user guides. With its omnichannel dashboard, managers can update the status... Read more
Birdeye is an all-in-one customer experience platform that provides businesses with the tools to deliver great experiences at every step of the customer journey. More than 60,000 businesses of all sizes use Birdeye every day to be... Read more
Alchemer (Formerly SurveyGizmo) is a cloud-based survey solution for enterprises of all sizes. It’s suitable for industries such as market research, health care, compliance, marketing, nonprofit and education. Primary features include... Read more
Nicereply is a customer experience management platform used to measure Customer Satisfaction, Customer Effort Score (CES) and Net Promoter Score (NPS). The platform helps businesses solve various problems such as fewer customer feedback,... Read more
Qualtrics CustomerXM is a cloud-based customer experience management system that helps small to large sized businesses monitor customer interactions and forecast purchase behavior. Its key features include net promoter score (NPS)... Read more
Survio is an online solution designed to help businesses create customizable surveys using in-built templates with various content, layout and style types. It enables employees to distribute surveys and capture results in various formats... Read more
Swell makes it easy for local businesses to gain visibility into their customers' experience by taking the complexity out of it. By enabling businesses to gather real-time feedback, online reviews, customer satisfaction surveys and... Read more
CheckMarket is a cloud-based survey tool that caters to small, midsize and large enterprises, as well as government agencies. Primary features include survey creation, distribution channel management, reporting, user notifications... Read more
Reputation.com is a SaaS solution that helps large enterprises collect, respond and manage customer feedback across multiple channels. The platform lets users gain a 360-degree view of the brand's online reputation and improve customer... Read more
ReviewTrackers is a cloud-based reputation and review management solution designed for companies of all sizes. Key features include review collection, monitoring, alerts, competitor tracking, performance analytics, review widgets,... Read more
Zingle is a cloud-based SMS messaging platform that allows users to communicate with their customers via text message and other mobile messaging channels. It is suitable for businesses of all sizes. Key features include contacts management,... Read more
ChurnZero is a cloud-based customer success management platform, which helps subscription businesses to understand their product reception among customers, predict the likelihood of subscription renewals and automate the processes... Read more
Userpilot is a cloud-based software that helps businesses personalize the user interface (UI) and set up automated behavior-driven triggers to improve product adoption and customer onboarding processes. Managers can segment users based... Read more
SurveyMonkey CX is a Net Promoter Score (NPS) software designed to help businesses create, launch and manage feedback, polls and surveys to measure customer loyalty. The platform enables organizations to designed personalized surveys... Read more
Usersnap is a customer experience and feedback management solution that helps businesses of all sizes archive projects, track latest trends, capture screenshots with comments and drawings and more on a centralized platform. Team members... Read more
SmileBack is a customer management software that helps businesses capture feedback to improve customer loyalty, engagement, retention rate and more. The platform works with various business platforms such as ConnectWise, Zendesk, Freshdesk... Read more
zenloop is a cloud-based customer experience (CX) management platform, which helps businesses improve the retention rate by analyzing the customer's buying journey and collecting feedback through various channels. Features include... Read more
Have you ever responded to a one-question survey pop-up asking to rate your experience after an ecommerce purchase? If so, chances are you’ve participated in a company’s NPS survey.
As companies continue to make investments in customer experience, net promoter score software, or NPS software, is becoming increasingly popular to help measure customer satisfaction. Looking at net promoter score is a way for you to gauge how customers feel about your company overall. You can use software to make it easier to administer and collect survey results.
In this guide, we’ll cover:
- What is NPS software?
- Common features of NPS software
- What type of buyer are you?
- Benefits and potential issues
- Market trends to understand
What is NPS software?
NPS software, or net promoter score software, helps organizations implement campaigns to measure net promoter scores (NPS). A net promoter score is the likelihood a customer will recommend the company to a friend or family member. It’s typically a ranking from 0 to 10. The way a customer answers then helps you divide them into three groups:
- Promoters (score of 9-10): These are your loyal followers who may spread the news about your company through positive word-of-mouth.
- Detractors (score of 0-6): These customers may actively discourage friends or family members from purchasing from your company.
- Passives (score of 7-8): These customers were marginally satisfied by your company but don’t feel any particular loyalty, and may easily choose a competitor brand in the future.
You would then calculate your overall NPS by subtracting the detractors from promoters for an overall result between -100 to 100. You don’t factor passives into your NPS. To make this process easier, you can use software for survey administration, collecting results, and calculating your score.
While NPS has been primarily used by B2C companies and has been mostly consumer-focused, it’s now becoming more popular for use with B2B companies. It’s also increasingly being used internally to look at employee satisfaction rates.
Common features of NPS software
Here are some common features of NPS software:
|Anonymous feedback||Allow reviewers to provide anonymous feedback to encourage honest conversations.|
|Mobile survey||Distribute a survey via mobile devices.|
|Multi-channel distribution||Use more than one survey distribution channel (email, web link, social media, etc.).|
|Negative feedback management||Identify, track, and respond to negative feedback.|
|Pulse surveys||Send surveys out at regularly scheduled intervals to track important metrics such as job satisfaction and work environment.|
|Segmentation||Group leads or contacts based on their specific characteristics.|
|Third-party integration||Access more features and applications through third-party integration with other software.|
What type of buyer are you?
- B2C companies: NPS was originally adopted by B2C companies to get a quick pulse on customer satisfaction, so the software is most commonly used by consumer-facing companies.
- B2B companies: As the net promoter score metric has increased in popularity since its introduction in 2003, NPS is now also used by B2B companies. While it’s more complex to use NPS in a B2B context rather than a consumer-facing context, it can still be a helpful metric for B2Bs to judge the strength of their customer relationships.
- HR departments: HR departments may use NPS software to help them gauge employee satisfaction metrics. NPS requires only one or two simple questions, so it’s easy to take a pulse of the company’s overall employee satisfaction quickly and often. The metric is also easy to understand and doesn’t require extensive calculations.
Benefits and potential issues
- Implement surveys easily: If NPS is an important metric for your business, using NPS software can make it much easier to implement surveys. You can increase the frequency and ways you distribute the survey using NPS software, as opposed to manually sending out these surveys via email, and tracking the responses on a spreadsheet.
- Survey more frequently: One of the key strengths of NPS is the simplicity of having only one or two questions per survey. This creates less of a burden on customers and allows companies to get a pulse on their customer satisfaction rate much quicker than more extensive customer surveys.
- Integrate with third-party platforms: Integrate the software with your ecommerce site, chat, customer service, or email marketing platforms, which can make it even easier to automate surveys and include them as a seamless part of your customer experience.
- Extra cost: One of the main issues you may find with NPS software is simply that it represents an extra cost to your business, so you’ll need to decide whether or not the NPS benchmark is important enough to your company that it warrants investing in software.
- Lack of features: Choosing the right software for your business will really be a matter of understanding which vendors offer the features you need for your particular industry within your budget. For instance, drawbacks of some software platforms could be that they don’t offer multi-language options, the ability to conduct surveys on mobile, or the ability to use the software for both customer and employee satisfaction.
Market trends to understand
The number of companies using net promoter scores is projected to increase dramatically over the next few years.
NPS has received some criticism in that it’s hard to make the information actionable to improve customer service. Sometimes companies will also over-prioritize the metrics and game the system to get the NPS higher. While it’s important to remember NPS is simply one measurement to have in your toolkit, when done correctly, it can be a valuable way to gather a quick pulse on how your customers feel about your company.
NPS software can help make the process smoother and more automated so you can focus on what really matters—improving your customer experience.
Note: The applications selected in this article are examples to show a feature in context and are not intended as endorsements or recommendations. They have been obtained from sources believed to be reliable at the time of publication.