Finding software can be overwhelming. Software Advice has helped many businesses choose the right NPS software so they can better manage their customer satisfaction surveys.

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SurveySparrow

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 i... Read more

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Recent recommendations: 2 recommendations

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SurveyMonkey

SurveyMonkey is a cloud-based survey tool that helps users create, send and analyze surveys. Users can email surveys to respondents and post them on their websites and social media profiles to increase response rate. Users can run... Read more

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SurveyLegend

SurveyLegend is a cloud-based survey solution for individuals and businesses of all sizes. The solution enables users to create mobile-friendly surveys, manage survey questionnaires, customize questions and track responses. S... Read more

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Alchemer

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 inc... Read more

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Qualtrics CustomerXM

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

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CheckMarket

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 notification... Read more

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AskNicely

AskNicely is a cloud-based online survey software that helps businesses create surveys and collect feedback in real time based on Net Promoter Score (NPS). Key features include live reports, real-time leaderboards, text analytics,... Read more

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Startquestion

Startquestion is a professional survey software designed to help businesses of all sizes, freelancers, nonprofits, educational institutions and more create online questionnaires for researching employees, clients and community. Ke... Read more

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SurveyMonkey Enterprise

SurveyMonkey Enterprise is a 360-degree feedback solution designed to help businesses in education, healthcare, IT and other sectors conduct surveys to collect feedback. The GDPR and HIPAA compliant platform enables teams to encry... Read more

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SurveyLab

SurveyLab is a cloud-based survey solution that caters to businesses of all sizes across various industries. It enables users to build satisfaction surveys, conduct market research and gather employee feedback. SurveyLab offe... Read more

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Spark Chart

Spark Chart survey solution gives consultants and leaders a comprehensive cloud-based platform to conduct a full range of surveys. Design and conduct any type of survey project, including employee surveys, customer surveys, Net Pr... Read more

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Listen360

Listen360 is a cloud-based customer engagement solution that enables businesses in the healthcare, franchise, fitness and service industry to collect clients' feedback using surveys and analyze received results. Executives can uti... Read more

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zenloop

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

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Survicate

Survicate is a cloud-based customer relationship management (CRM) solution for small to midsize businesses in a variety of industries. It offers a variety of ways to collect customer feedback. Survicate feedback can be prompt... Read more

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Medallia Experience Cloud

Medallia is a text analytics solution that uses AI and machine learning technologies to enhance customer, employee and product experiences by detecting user patterns, needs and behaviors. It allows administrators to set up organiz... Read more

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Zonka Feedback

Zonka Feedback offers feedback forms and customer satisfaction surveys in various formats, such as on a tablet or on a kiosk, designed for companies to gather and analyze the data. The solution can be utilized by hotels and other ... Read more

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Keatext

Keatext is a cloud-based AI-powered customer experience and feedback analytics platform designed for medium and large-sized companies. The robust analytics tool provides clarity on unstructured customer feedback by aggregatin... Read more

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Netigate

Netigate is a cloud-based feedback management company founded in 2005. Companies can listen to their customers, employees and the market with Netigate’s survey platform to enhance their own processes, products and services. Scie... Read more

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Qualaroo

Qualaroo is a real-time feedback platform which helps small to midsize businesses gain qualitative insights through website surveys. Its key features include sentiment analysis, cookie targeting, data streaming, custom properties ... Read more

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Wootric

Wootric is a cloud-based customer experience and feedback management software that helps measure and enhance client satisfaction. Primarily catering small to large businesses, the platform uses artificial intelligence to provide i... Read more

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Buyers guide

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:

NPS score in SoGoSurvey Software dashboard

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.