13 Best NPS Survey Tools for your Customer Feedback in 2024

Explore the most sought-after NPS survey tools to try in 2024

Undoubtedly, happy and loyal customers are your company’s biggest asset. 

From repeat purchases to word-of-mouth recommendations to positive reviews, they can help you boost your business profit and growth in several ways, 

But how do you know how many satisfied, happy, and loyal customers you have?

Well, you need to continuously measure and understand the level of customer satisfaction for that. 

And that’s where Net Promoter Score, aka NPS, comes in.

Today, many businesses worldwide leverage NPS software to run surveys, ask customers about their satisfaction, and collect rich, actionable insights.

This helps them analyze their strengths, weaknesses, and areas for improvement. 

If you’re also planning to invest in NPS software and are wondering what would be the best, you’re in the right place.

In the post, we’ll evaluate the top 13 NPS survey tools on the market today. Let’s get started!

 A. What is NPS?

Net Promoter Score is a metric that you can use to measure two significant things:

• Your customer’s loyalty, satisfaction, and experience.
• How likely your customers are to recommend your business or its products or services to others (family, friends, relatives)

B. What is an NPS survey?

An NPS survey is a systematic approach to collecting and analyzing the above two insights.

It allows businesses to understand their customer loyalty and make data-driven decisions for improvement.

 

It’s a simple, question-based survey that typically asks, “On a scale of 0 to 10, how likely are you to recommend our company or its products or services to a friend?”

Depending on those ratings, you will find the following types of customers. 

• Promoters (9-10) Highly loyal customers who cherish your product and actively recommend your business.
• Passives (7-8) Satisfied customers who are content with your service but not enthusiastic enough to recommend it.
• Detractors (0-6) Unhappy customers with low NPS ratings who are dissatisfied and potentially harmful and likely to discourage others from your business.

C. Best NPS survey tools and software for 2024

1. HubSpot customer feedback software

HubSpot’s customer feedback software helps you truly understand your customers’ thoughts.

With customizable surveys, you can quickly gather insights and share them with your team. 

You can track customer loyalty using pre-built surveys like NPS and CSAT.

The tool also provides feedback dashboards, allowing you to monitor customer happiness closely and make real-time improvements. 

It’s a straightforward way to listen to your customers, improve their experience, and grow your business.

Pros:

• User-friendly interface.
• View, organize, and analyze all completed surveys via one dashboard.

Cons:

• Pricing may be a consideration for smaller businesses.

2. Survicate

Survicate is another great NPS survey tool that simplifies the feedback collection process.

It offers no-brainer surveys with kick-ass insights. 

Highly praised for its easy setup, customization options, and integrations, Survicate enables businesses to collect large amounts of customer feedback in minutes, not weeks. 

The platform stands out for its user-friendly features, including an intuitive drag-and-drop survey creator and automated feedback collection through recurring surveys. 

Boasting high response rates, advanced targeting, and integrations with popular tools such as Google Analytics, Hubspot, Mailchimp, and many more, Survicate ensures you better understand your customers with each survey. 

Pros:

• Focus on multi-channel, customizable, and holistic solutions.
• Ease of most integrations, especially Intercom.

Cons:

• Inconsistent and visually unappealing survey visuals.
• Limited maximum response limit per month.

3. SurveySparrow

SurveySparrow presents an all-in-one Omnichannel Experience Management Platform that redefines customer interactions.

Offering more than just NPS surveys, this platform excels in omnichannel automation, ticket management, and business intelligence. 

With a focus on market research analysis, product-market fit, user experience feedback, and product loyalty, SurveySparrow provides executive dashboards for comprehensive product lifecycle tracking. 

Trusted by global brands like Grant Thornton, Godrej, Honda, and Xerox, SurveySparrow is the go-to choice for 100,000+ customers across 149+ countries and 86+ languages. 

Pros:

• Super simple interface.
• No learning curves are needed before working with the software. 
• Advanced survey that feels like a conversation rather than just answering questions.

Cons:

• Difficult to handle bulk loads. 
• Lack of email marketing features. 

4. SurveyKiwi

SurveyKiwi is your go-to solution for effortlessly gathering crucial information to inform strategic decisions.

With an intuitive interface, you can create stunning NPS forms and surveys in just a few steps and send them via various channels, such as SMS, email, social media, and more. 

The platform’s customization options ensure your brand identity shines through, and real-time data analysis lets you measure results instantly. 

Trusted by clients across industries, Survey Kiwi is designed for simplicity and effectiveness.

It benefits from a powerful interface, advanced analytic tools, an intuitive platform, and outstanding customer support.

Pros:

• Interactive and professionally designed surveys. 
• Simple and clean interface. Even a non-technical person can create surveys.

Cons:

• Has less survey templates options.
• Lack of email marketing features. 

5. Ask Nicely

AskNicely is an excellent NPS survey tool that goes beyond feedback collection to empower your frontline teams.

SurveySparrowMeasure every customer experience with the most excellent way to collect and act on feedback, leveraging Net Promoter Score across all your teams. 

The new Goals & Recognition feature motivates your frontline teams by recognizing and rewarding their achievements in achieving monthly customer experience goals. 

Team Analytics connects your frontline efforts to the bottom line, allowing you to compare performance, identify top performers, and quantify the impact of improved customer experience on revenue and growth metrics. 

Pros:

• Extremely intuitive, easy to set up and manage. 
• Automatically send out feedback forms to different customers on a daily basis.

Cons:

• Has room for improvement with the different integrations.
• The UI is a little complicated in the beginning. 

6. CustomerGauge

CustomerGauge is a comprehensive account experience management platform that seamlessly integrates customer experience, revenue, and account data. 

With its end-to-end Net Promoter Score (NPS) system, the software effortlessly collects, reports, analyzes, and provides actionable insights. 

Noteworthy features include the ability to embed NPS surveys in follow-up emails, automated survey processes, and integration with eCommerce, CRM, or accounting systems. 

The platform offers a robust set of tools for handling feedback, including auto-result reports, instant alerts, closed-loop mechanisms, and user-friendly dashboards.

Thus, it is a valuable solution for measuring and improving customer loyalty.

Pros:

• Fast and easy implementation.
• Top-notch customer service. 
• Operating in the cloud, it eliminates the need for extra software or hardware.

Cons:

• Lack of integration.
• Reporting features could be more customizable.

7. Qualtrics

Qualtrics is a comprehensive experience management software that measures and improves Net Promoter Score (NPS).

It can deploy NPS surveys across various channels, such as websites, chatbots, emails, and SMS, ensuring flexibility and accessibility. 

Its Predict IQ feature leverages NPS and operational data to predict customer behavior, helping to identify individuals at the highest risk of churning.

The platform’s role-based dashboards facilitate targeted distribution of customer information, enhancing the overall customer experience (CX) and loyalty. 

Additionally, Qualtrics’ integration capabilities enable users to combine NPS data with insights from its powerful research platform, providing a holistic understanding of customer satisfaction and loyalty across diverse touchpoints.

Pros:

• Detailed, customizable surveys are great for survey creation and data analysis.
• Many reporting and data visuals built-in features. 
• Easy and comprehensive reporting

Cons:

• Limited customization options. 
• Costing is a major issue.
• Contact management could be better. 

8. Thermostat

Thermostat’s NPS software offers a streamlined approach to understanding customer satisfaction through simple, one-question surveys.

With a commitment to user convenience, these surveys generate a single Net Promoter Score (NPS) that clearly indicates your business trajectory. 

The platform offers versatility in survey administration, allowing users to effortlessly employ email, popups, links, and API integrations. 

Thermostat’s reporting features offer a comprehensive view of customer feedback, complete with comparisons and customizable filters.

This ensures a focused approach tailored to the Net Promoter System. 

Plus, with the promise of being free forever and no credit card requirement, it’s an accessible tool for businesses of all sizes.

Pros:

•  Comparison based on months, countries, devices, and more.
• Various advanced features like email distribution, detailed reporting, NPS trends, and more.

Cons:

• API is not available.
• Average customer service. 

9. SurveyMonkey

Next on the list of NPS survey tools is SurveyMonkey.

It is a user-friendly online survey creation tool, particularly renowned for its effectiveness in crafting Net Promoter Score (NPS) and customer experience surveys. 

SurveyMonkey offers ten diverse methods for deploying surveys, including a pre-built NPS template and the flexibility to add supplementary questions for detailed insights. 

Ideal for small to large businesses, SurveyMonkey is a versatile and secure solution featuring a collaborative interface, an array of configurable attributes, and robust security measures. 

You can effortlessly build visually appealing surveys, utilize branching and skip logic for relevant data, and leverage an AI-based recommendation engine for valuable insights to enhance your survey effectiveness.

Pros:

• Friendly user interface and is super easy to use.
• Ability to conduct various research surveyed.
• Better integration and real-time data analysis.

Cons:

• Limited response options for a few questions. 
• Pricing is quite high, especially for small businesses. 

10. Wootric

Wootric is a powerful customer experience platform designed to drive loyalty through single-question surveys strategically placed across the customer journey. 

With a user-friendly interface, Wootric allows businesses to create custom NPS filters, gaining insights into sentiment variations by account, product version, or user-defined properties. 

The platform identifies feedback themes through custom tags or machine learning, facilitating efficient issue prioritization and product improvements.

Wootric’s closed-loop feedback management ensures that feedback is routed to the right teams based on scores, with automated workflows integrated into CRM or support platforms. 

Users can track NPS trends and leverage in-app, email, mobile, SMS, and other channels for contextual feedback, making it a comprehensive solution for customer-centric businesses.

Pros:

• Simple and intuitive platform. 
• Use tags in the evaluations to stratify the data.
• The UI is clear and easy to grasp. 

Cons:

• Can not compare current data with previous data on the same graph. 
• The mobile version is not that responsive. 

11. Retently

Retently is a comprehensive customer experience management and NPS survey tool designed for efficiency and high response rates.

It features full automation, A/B testing capabilities, and a template editor for personalized branding. 

Its survey campaign feature enables simultaneous NPS campaigns across diverse audience segments, with responses systematically segmented.

The platform provides a detailed survey delivery timeline, allowing users to track when surveys are sent, delivered, and returned. 

With the flexibility to deploy surveys through various channels and access to industry benchmark data, Retently empowers businesses to gauge their performance against industry leaders. 

Additionally, setting up regular and transactional campaigns is made easy, enabling targeted surveys and customizable templates tailored to individual styles and customer segments.

Pros:

• Target surveys precisely with advanced options.
• Automatically categorize feedback with robust sentiment analysis.
• Effortlessly embed surveys across multiple channels and platforms.

Cons:

• The reporting section can be improved.
• The dashboard needs more functionality for better usability.

12. Qualaroo

Qualaroo is a versatile Net Promoter Score (NPS) software that empowers businesses to measure and enhance customer satisfaction. 

With a user-friendly interface and a variety of survey templates, including AI sentiment analysis and A/B testing, Qualaroo allows users to customize and brand NPS surveys effortlessly. 

The platform offers comprehensive solutions for website feedback, user experience feedback, and product feedback, catering to diverse business needs.

Qualaroo’s multi-channel approach, including desktop, mobile, and prototype integration, ensures targeted and effective survey deployment. 

With real-time actionable reports, advanced analytics, and seamless integrations with popular platforms like HubSpot and Salesforce, Qualaroo provides a powerful tool for businesses to gather valuable customer insights and drive growth.

Pros:

• Easy-to-use reporting dashboard that makes it easy to communicate with others. 
• Has a built-in email cleaning feature.

Cons:

• Have to pay an additional price for more than 10 surveys. 
• Integration is not that smooth. 

13. Zonka Feedback

Zonka Feedback’s NPS Survey Software is a robust solution for cultivating customer loyalty through effective Net Promoter Score surveys at various touchpoints. 

Trusted by esteemed brands such as Samsung, Apple, and EY, the tool offers multi-channel deployment options, enabling surveys on websites, offline, via email, SMS, mobile, and Intercom. 

With features like survey throttling, customized distribution frequency, and thorough sentiment analysis, Zonka Feedback ensures a nuanced approach to gathering customer feedback. 

The platform’s comprehensive reporting, automation capabilities, and integration with over 200 tools make it a top choice for businesses seeking actionable insights to enhance customer experience and prevent churn.

Pros:

• Easy to set up and use interface.
• Templates and white-label feature is great for enterprise products
• Comprehensive reporting and behavioral analytics, including sentiment analysis, heatmaps, and more.

Cons:

• Poor customer support
• Does not include integrated translation.

Conclusion

So, these are some of the most popular NPS survey tools and software you should try in 2024.

Since each tool has strengths and weaknesses, finding the right fit depends on your business’s unique needs. 

As you choose the NPS survey tool that best suits your business needs, consider factors such as user-friendliness, customization options, integration, and pricing. 

If you’re looking for call center software to improve your net promoter score, Enthu.AI can help.

Enthu.AI is a conversation intelligence software that enables you to facilitate enhanced customer interactions and feedback mechanisms. 

With its call monitoring, real-time feedback, quality assurance, CRM integrations, training & development, speech analytics, and other advanced features, your organization can create an environment that promotes positive customer interactions, quick issue resolution, and continuous improvement – all factors that lead to an improved Net Promoter Score.

FAQs

What is the primary purpose of NPS survey tools?

NPS survey tools are designed to measure customer loyalty and satisfaction by using the Net Promoter Score framework. They help businesses collect and analyze feedback to make informed decisions for improvement.

How do NPS survey tools integrate with conversation intelligence and speech analytics?

Many NPS survey tools, such as HubSpot and Ask Nicely, integrate with conversation intelligence and speech analytics to comprehensively understand customer sentiments. This integration enhances the qualitative analysis of feedback, contributing to actionable insights.

What factors should businesses consider when choosing an NPS survey tool?

Businesses should consider factors such as ease of use, customization options, integration capabilities, pricing, and the required features. Assessing these factors will help them select an NPS survey tool that aligns with their unique needs and goals.