Net Promoter Score, also called an NPS survey, is a valuable way of measuring customer satisfaction. It gauges how likely your customers are to recommend your brand to their family, friends, and peers. So, it’s very helpful to calculate your brand’s NPS score before you ask customers for reviews or start a referral program.
The NPS survey asks customers how likely they are to promote you on a scale of 0-10, with 0 meaning “least likely to promote” and 10 meaning “most likely to promote.” Your brand’s NPS score is calculated by subtracting the percentage of “detractors” (people who give an answer between 0 and 6) from the percentage of “promoters” (people who answer 9 or 10).
There are plenty of options for measuring your brand’s NPS. You could use dedicated NPS software, or use a diversified customer satisfaction software tool that measures NPS as just one of its many features (many software tools that measure NPS fall into this category). You could also create your own NPS survey with less expensive tools.
The NPS Software Tools
Let’s review 12 NPS software solutions in detail (in no particular order) and then explore the methods you can use to measure NPS on your own.
1. Qualtrics
Overview: Qualtrics provides comprehensive solutions for monitoring and improving customer satisfaction. Besides offering NPS score measurement through its Customer Experience and Research Core plans, Qualtrics also lets companies collect, monitor, and act on feedback from throughout the customer journey, and even predict what customers will do next.
Pricing and Commitment: Qualtrics does not list pricing on its website.
Free trial or plan available?: Yes. Free trial of Research Core lets you collect 100 responses and operate one “active” survey with 7 available types of questions (NPS is among the available types). No expiration date.
Customer Service and Support: Live chat, online, in-person training, webinars, knowledge base, “on demand” Basecamp training
Our Take: Qualtrics makes an NPS template freely available for their software, and encourages you to import the template into your free Research Core account. However, this option will probably only work well for small businesses, given the 100 response limit. If you’re looking for a comprehensive research or CX software, the paid plan may meet your needs. But with no pricing disclosed, it could be on the expensive side for NPS software (especially if some of Qualtrics’ tools are redundant with your existing tools).
2. Retently
Overview: Retently NPS software is simple to set up and focuses on the NPS survey.
The platform allows you to:
- Customize your survey appearance, wording, and follow-up question
- Segment your audience, run multiple different surveys for multiple audience segments and receive detailed insights for each segment
- Reach your customers on the most convenient channel for them
- Automate sending processes by time or event, and integrate with Zapier, HubSpot Slack, MailChimp, and other apps
Pricing and Commitment: 3 plans.
- Starter plan at $39/month (billed annually; $49/month if billed monthly) allows sending of 1,000 surveys in one campaign.
- Growth plan at $79/month (billed annually; $99/month if billed monthly) allows sending of 5,000 surveys in 5 campaigns.
- Premium plan at $199/month (billed annually; $249/month if billed monthly) allows sending of 15,000 surveys in 15 campaigns.
Free trial or plan available?: Yes, 7-day free trial of Starter and Growth plans available
Customer Service and Support: Email and phone support, help center, knowledge base
Our Take: Retently offers a wide range of tailored features without being overwhelming. Multiple plans fit the needs of businesses of all sizes, and make it easy to run several surveys based on certain products or demographics.
3. Wootric
Overview: Wootric describes its NPS software as a “modern, lightweight approach to CX management.” It lets you run customizable NPS, CSAT (customer satisfaction) and Customer Effort Score surveys, on several channels (email, Web, Mobile, and SMS), with instant score updates every time you receive a response. It also monitors customer experience throughout the buyer’s journey, so you can track trends and take individualized actions to prevent churn. In addition, it lets you track and analyze the sentiments your customers suare in reviews and on social media. Hootsuite, Glassdoor, and Zoom are among the companies that use Wootric.
Pricing and Commitment: 3 premium plans.
- Essential plan for $89/month (yearly) or $99/month (billed monthly);
- Pro plan for $224/month (yearly) or $249/month (billed monthly).
- Wootric also offers an Enterprise plan with pricing based on the needs of each individual business.
Free trial or plan available?: Yes: 30 day trial of Pro level, which then reverts to a lifetime free plan. Free plan covers a single brand or product; unlimited responses from up to 25,000 users; and the choice of either in-app, mobile, or email surveys.
Customer Service and Support: Live chat, phone, email, help center, ebooks, webinars
Our Take: Wootric offers a more comprehensive suite of features than Retently, but is more focused on customer satisfaction surveying than Qualtrics. The Wootric free plan appears to present a robust enough suite of features to last you a while, especially if your brand only offers one main product type (or is focused enough that you don’t need multiple NPS surveys).
4. Delighted
Overview: Delighted lets you run NPS, Customer Satisfaction, and Customer Effort Score surveys, as well as simple “thumbs up/down” and star rating survey options. Users can administer the NPS survey via email, web, SMS, and a link, and setup is simple. Delighted accommodates multiple integrations with apps such as Salesforce and HubSpot.
Delighted’s platform focuses on the “free response” follow-up to the NPS question, which lets customers give insights about why they gave a certain NPS score in their own words. If you use Delighted, you’ll receive instant, clear feedback on what you’re doing well and what you should improve, right in a dedicated interface. Your NPS score will be recalculated in real time with every new survey submission. Businesses such as Uber, Target, and Slack use Delighted.
Pricing and Commitment: 3 premium plans.
- Least expensive plan is $89/month (billed annually) or $99/month (billed monthly).
- More robust plan is $224/month (billed annually) or $249/month (billed monthly).
- Delighted also offers an Enterprise plan with pricing based on the needs of each individual business.
Free trial or plan available?: Yes, Delighted offers a free plan with no expiration date. It accommodates up to 100 survey responses per month on a single channel, under one “project.”
Customer Service and Support: Live chat, contact form, help center/knowledge base
Our Take: Delighted and Wootric have identical price points for each of their three plans, with very similar features, so it’s mostly a matter of which interface and specific features you like better if you’re deciding between these two. Delighted can accommodate more users under its free plan if you pace yourself, and offers but Wootric’s free plan will work better if you want to survey more than 100 users in a single go. Your company size might also impact your choice: According to G2, Wootric is more popular with small and medium-sized businesses (under 1000 employees), while Delighted is more popular with larger businesses.
5. SatisMeter
Overview: SatisMeter is a simplistic, dedicated NPS software, focused solely on Net Promoter Score. It helps you understand what your customers are seeking in real time, and thus implement changes in an educated way, without confusion. This easy-to-use software lets you customize the appearance and wording of your NPS survey, target given segments of customers, and automate sending. However, the structure of the questions always remains the same, based on the tested NPS format (NPS rating and proven follow-up question). It integrates with tools such as Salesforce, Shopify, and Zapier, and works with web, apps, email, iOS, and Android.
Pricing and Commitment: 4 plans.
- $49/month for 300 responses/month;
- $99/month for 1000 responses/month;
- $299/month for 10,000 responses/month.
- Enterprise plan is also available; pricing varies based on the needs of a given business.
Pricing for all plans is based on responses received, and companies can make a monthly or annual commitment with no difference in pricing.
Free trial or plan available?: Yes. SatisMeter lets you receive 100 responses for free. After that, collection is paused until you purchase a paid plan.
Customer Service and Support: Live chat, help center/knowledge base
Our Take: SatisMeter offers a very simple yet effective NPS platform with an equitable price structure: based on responses received, not number of surveys sent. Its features are easy to understand compared to the other software options. And since all features come with every plan, you won’t be paying more for features you don’t need just to up your user count. Plus, you can invite as many team members as you want to any plan, for no additional cost (something that not many NPS platforms offer).
6. Promoter.io
Overview: Promoter.io claims that its “proven, end-to-end solution will guide you through each phase of a best-practice approach to Net Promoter” and help you predict the actions of your customers. This dedicated NPS software solution allows users to analyze their NPS in real-time divided by detractors, passives and promoters, segment your audience by certain demographics,and even provides insights on the most common keywords used by each type of responder. You can customize your survey’s appearance, integrate with multiple apps, and choose to automate recurring surveys (to check up on a given customer’s experience with a product or service in the long term—helpful for subscriptions).
Pricing and Commitment: 3 plans.
- “Grow” plan is $199/month if billed yearly ($249/month if billed monthly), and offers 10,000 surveys sent monthly in 10 product campaigns.
- “Scale” plan is $479/month if billed yearly ($599/month if billed monthly), and offers unlimited surveys for 25 campaigns.
- Enterprise plan pricing varies based on each business.
Free trial or plan available?: Yes, 14-day trial of “Grow” plan that allows the sending of 250 surveys.
Customer Service and Support: Live chat, Help center, phone
Our Take: Promoter.io advertised itself as a solution for small to medium businesses, but with their high price point, and number of surveys allowed monthly, they appear more suited for larger businesses.
7. Textline
Overview: Textline is a business texting service designed to allow customers to text customer service and support with their queries, and your business to quickly mass-text customer surveys and relevant updates. So, it’s not dedicated NPS software, but NPS is one of its features.
As Textline is SMS-centric, its NPS surveys can only be sent via text. It forwards each response to customer support for quick action, and allows you to “tag”significant and common responses to take action on, to resolve recurring issues. You can view the updates to your NPS in real time, and check your score metrics over time. Textline does not specify if you can customize the wording of your survey, and as it’s text-based, there’s no real room to customize the survey’s appearance and branding.
Pricing and Commitment: Only Textline’s Standard and Pro plans include NPS tools.
- The Standard plan is $47.97/month if billed annually ($65.97/month if billed monthly).
- The Pro plan is $149.95/month if billed annually ($199.95/month if billed monthly).
Free trial or plan available?: Yes. A 14-day free trial is offered for all plans.
Customer Service: Chat via text, email, Help center
Our Take: Textline seems like an affordable option if your business is mobile-centric and you know the majority of your customers are comfortable with SMS. You won’t have to worry about people missing your emails—a text will always grab your customers’ attention. And you’ll gain a suite of customer service monitoring features for text. But you lose out on platform flexibility and customization.
8. CloudCherry
Overview: CloudCherry is a comprehensive customer experience software that lets you map your customers’ journeys and predict the actions that they will take next, including through AI. The software’s comprehensive NPS tool facilitates unlimited survey creation with multiple types and channels such as email, websites, mobile devices, apps, chatbots, and pop-up surveys. It allows for NPS tracking over time, by segments of your customer base, and by stages in the customer journey; it easily allows you to determine the reasons for your changes in score. It also allows you to compare your NPS score to your competition’s scores and to industry standards, and gives you insights, including recommended goals to work on, to improve your score.
Pricing and Commitment: 4 plans; CloudCherry does not publish pricing.
Free trial or plan available?: No
Customer Service: Live chat, phone, email, “CX Library” (their version of a knowledge base)
Our Take: Although we love the “recommended goals” feature, the lack of pricing makes it difficult to compare CloudCherry to other tools—especially since we couldn’t find a free trial option on their website. CloudCherry offers a robust feature set in addition to NPS, but it probably isn’t worth it if you already have a customer experience software.
9. YesInsights
Overview: YesInsights NPS software makes it easy to administer NPS surveys and other personalized “one-question” surveys with one click installation. The platform focuses on website and mobile-optimized email surveys (administered right in the email), and lets you inject your branding and customize an open-ended follow-up question. It easily integrates with multiple email marketing services, and supports Zapier to facilitate even more app connections. Simple data charts and real-time responses make it easy to monitor your score in real time.
Pricing and Commitment: 4 plans.
- $20/month for the “Personal” plan (1000 responses per month, 5 surveys);
- $79/month for the “Startup” plan (5000 responses per month, 10 surveys);
- $149/month for the “Growth” plan (25,000 responses/month, any number of surveys).
- Enterprise plan pricing varies based on each business.
Pricing for all plans is based on responses received, and companies can make a monthly or annual commitment with no difference in pricing.
Free trial or plan available?: Yes, a 7-day free trial is available for all plans.
Customer Service: Live support, email, knowledge base
Our Take: Simple, clean, and affordable (at $20/month for the basic plan, it’s less expensive than most other options we’ve reviewed), YesInsights just might be the right fit for your NPS needs. And equitable pricing is based on responses, not surveys sent. But if you’re interested in SMS surveys, you’ll need to choose another option.
10. SurveySparrow
Overview: SurveySparrow’s NPS software platform lets you create clean surveys that work equally well on mobile and desktop.
SurveySparrow lets you:
- Easily identify each detractor, passive and promoter so you can take the needed actions to retain customers
- Track NPS trends by week, month, and year
- Automate workflows: send customized follow-up emails based on the score a customer gives, integrate with the apps you already use, and schedule the sending of surveys
- Segment your customer base for detailed insights on NPS by grouping, so you can choose the appropriate response.
Pricing and Commitment: 3 premium plans.
- Starter plan at $19/month if billed annually ($29/month for a quarterly commitment) allows for 1000 responses per month.
- Premium plan at $49/month if billed annually ($69/month if billed quarterly) offers unlimited responses and more extensive customization.
- Enterprise plan at $149/month if billed annually ($199/month if billed quarterly) offers the most extensive set of features for larger businesses, including Sakesforce and HubSpot integration.
Free trial or plan available?: Yes; free lifetime plan allows 100 survey responses per month
Customer Service: Live chat, email, phone, knowledge base
Our Take: SurveySparrow is another one of the more affordable options on this list (SurveySparrow’s basic plan is on par with YesInsights’ pricing for the same amount of surveys per month). We appreciate the equitable price structure that’s based on responses received rather than surveys sent.
11. AskNicely
Overview: AskNicely’s NPS software collects NPS scores via one-touch email, web, and SMS surveys, at any stage of a customer’s journey, It also provides options for customizable follow-up questions based on score (both with a list of responses and open-ended). Automate the sending of surveys after specific events or intervals after a purchase, or randomly survey a sample of customers every month. “Role-based” dashboards give each team member the NPS insights they need most on nearly any device—whether it’s desktop, mobile, or even on a TV—so they can act quickly to retain customers. And integrations with CRMs and other software let you instantly respond to customer comments without clicking back and forth.
On the analytics front, read scores and the reasons behind them in real-time, and examine changes in score over several time period options. Analyze your NPS scores by product, channel, representative involved, and customers’ country or region, among countless other segments. Also, track scores based on certain “themes,” based on the answers customers give to the follow-up questions.
Pricing and Commitment: Pricing varies based on business; no publicly available pricing plans.
Free trial or plan available?: No
Customer Service: Live chat, email, phone, help docs
Our Take: AskNicely stands out because of the amount of specific analytics features it contains. However, the lack of available pricing makes it difficult to compare to other software.
12. ProProfs Survey Maker
Overview: ProProfs Survey Maker supplies the tools for businesses to create various kinds of surveys, including NPS. Use the ProProfs standard NPS template, or choose several NPS question-wording options based on your business type, audience, and niche (including options for apps, ecommerce, hotels, software, and retail). Then, customize with your logo and branding.
ProProfs lets you manage and schedule multiple surveys at once, and integrates with several different software tools for automation. It offers email, embedding and pop-up options that work equally well on desktop and mobile. Study the feedback of detractors, passives and promoters individually and in groups, so you know how to improve your business, and see how your NPS has changed over time.
Pricing and Commitment: Only the Business and Enterprise plans offer NPS options.The business plan is $69/month if billed annually ($139/month billed monthly), while the Enterprise plan is $199/month if billed annually ($299/month if billed monthly).
Free trial or plan available?: Yes; try out an NPS template for free after you enter your email address
Customer Service: Live chat, email, phone, help center
Our Take: ProProfs pricing is on par with several other diversified survey tools, and is simple to set up. But it’s not for you if you want to fully customize your NPS question and follow-up wording.
NPS: Doing It Yourself
NPS software may seem expensive for the simple task of measuring customer satisfaction with just two questions. Well, there are ways to measure NPS with less expensive (or free) software tools that your business might already be using. If you’re already using Cognito Forms, SurveyMonkey, or another survey platform, you can build an NPS survey there in a cost-effective way. (Some of these platforms even offer pre-built NPS templates.)
With these options, you won’t be able to automate the sending of your DIY NPS survey as easily, you won’t be able to vary your follow-up question based on the score a customer gives, and you’ll likely have to calculate your NPS score on your own. However, you’ll be able to collect as many responses as you want without being constrained to the limitations of free software plans.
After you choose your form-building software, follow these steps to build your DIY NPS survey:
- Your first survey question should be the standard NPS question: “How likely are you to recommend [brand, company, product, or service] to a friend or colleague?” (See this article for more ways to word this question while staying true to the spirit of NPS.)
Credit: SurveyMonkey
- The available answers to this question should be the numbers 0-10.
- In the survey, be sure to tell your customers that “0” means “not at all likely to recommend” and “10” means “most likely to recommend.”
- Your second question is your follow-up, where your customers give context about their score. The question must always be open-ended, and must be mandatory, so your customers can share accurate insights as to why they gave the score that they did.
- Usually, you’ll ask “What is the main reason that you gave this score?” but you could also ask “How can we improve your experience?”
Once you have published the survey and gathered responses from your customers, it’s time to interpret your results and calculate your NPS score. Here’s how it works:
- Customers who answer the question with 9 or 10 are your promoters.
- They’re extremely pleased with your products and customer service, so much so that they’ll eagerly recommend you to their peers.
- Their word-of-mouth will be an invaluable tool for your business!
- Customers who answer the question with 7 or 8 are passives.
- These customers are satisfied with your service but not happy enough to be considered promoters.
- Their impact on your business is neutral.
- Customers who answer the question with 0-6 are detractors, who are more likely to hurt your business than help.
- They’re not very satisfied with you, so they’re unlikely to buy from you again, and may even steer other people away from your business.
- It’s important to react quickly and turn detractors’ sentiments around.
To calculate your NPS, find your percentage of promoters and percentage of detractors. Then, subtract the percentage of detractors from the percentage of promoters to obtain your NPS score. (The NPS is expressed as a whole number, not a percentage.)
Credit: Lauren Pope, G2
Alternatively, you could simply find the numbers of promoters, passives, and detractors, and enter them into an NPS calculator, like this one by SurveyMonkey.
Wrapping Things Up
Now that you’ve reviewed NPS software options and ways to measure NPS on your own, it’s time to choose the method that will work best for you and start measuring customer satisfaction. Any NPS software or DIY options we missed that you think we should add to this list? Let us know, and we just might add them!