An NPS, or a Net Promoter Score, is a value that determines how your customers feel about your brand and also how likely they are to tell others about the product.
You may have experienced this process out in the wild. For example, you have just purchased a product and are prompted to answer the question “How likely are you to recommend (X Business) to a friend or colleague on a scale of one to ten”?
The reason why you may have seen this question a lot is that it is the only way of calculating your NPS. From this question, people who answered between one and six are labeled detractors.
Those who answered seven and eight are passives. Finally, the people who voted nine and ten are seen as promoters.
The way to calculate your NPS is to first calculate your percentage of promoters and detractors and then subtract your detractors from your promoters. Generally, a good NPS is one above 0 because that means you have more promoters than detractors but this can vary from field to field.
For example, an average NPS score for TV service, e.g. Comcast, is 11 whereas the average automotive dealership has an average of 48.
Here’s an illustration with the NPS formula:
Although this process of valuing the satisfaction of your customers can appear simple, understanding and optimising your NPS score can be a hugely significant step towards gaining more traction as a business. This is where NPS software comes in, to help you optimise your data collection process and show you how to improve your score, turning those sevens and eights into nines and tens.
According to LUMOA, two-thirds of companies are already using NPS so here are 9 of the best software on the market to give you the insights you need to keep your company ahead of the curve.
Side note: It is important to note that some of the services listed are for customers billed annually. The prices may be higher for customers who are billed monthly.
Satismeter focuses on two main aspects of NPS surveys. Implementing your NPS surveys on all of your platforms and Making the results easy to understand and act on.
Satismeter allows you to embed your NPS surveys on emails, websites and apps (both ios and android). You can also change the wording of your NPS to make sure that it fits with the product, service or how you are reaching your customer.
This makes the experience feel bespoke for the consumer and therefore makes them more likely to answer the question.
On top of displaying your NPS score, Satismeter also shows a breakdown of the exact responses in both a numerical and graph format, making it easier to notice trends affecting your score.
- Can be implemented in different formats (e.g. apps or website or email)
- Intuitive to understand results
- Customizable wording
- Event triggers used to make sure customers are asked at the best time.
Pricing plans: $49 per month for 300 responses per month. $99 per month for 1000 responses per month. $299 per month for 10,000 responses per month.
There is also a free trial of 100 responses which doesn’t automatically charge you when the 100 response limit is reached.
YesInsights’ killer feature is its one-click answer survey. This applies to NPS surveys and other surveys. As stated on the website, often the responses from unengaged customers are the most useful in working out where your biggest missteps as a company are.
With one click answer surveys, customers will receive an email with a survey embedded. In terms of NPS, they will be able to select their number within the email without going to a different website e.g. google forms.
This will mean you receive more feedback from customers who may not have given you feedback before, increasing the accuracy of your NPS.
You can also send automated follow-up questions to delve further into why a customer gave a certain response. This can be especially helpful for those who answered with a seven or eight on your NPS as they are almost promoters but not quite. Yesinsights displays the information you have collected in real-time in the form of numerical values and bar charts.
- One-click answer surveys
- Automated follow-up questions
- Deeper analysis available from automated follow-up questions
- Real-time results
$20 per month for 1000 responses and 5 surveys per month. $79 per month for 5000 responses and 10 surveys per month. $149 per month for 25,000 responses and unlimited surveys per month. 7 Day free trial also available
Promoter.io is fantastic for businesses selling a product or service around the world. This is because it has an option to change the language shown based on where the survey is being sent to.
With 27 different languages supported, this feature makes it a lot easier to reach out to a wider variety of customers.
On top of this, promoter.io also has many options in terms of sending out the surveys. They can be delivered by email, SMS or embedded link.
Embedded links are similar to YesInsights’ one-click answers in the sense that the customer can answer your NPS without going to a different website to answer the question.
This software has some very in-depth options for developing your understanding of your consumers. Not only does it offer real-time data on your NPS score but it allows you to segment your customers into subcategories and demographics, showing you which sort of customer is most and least satisfied with your service.
- Flexible language options
- Embedded link option
- Actionable, data-driven insights.
- Real-time results
Pricing Plans: $199 per month for monthly 10,000 surveys and 10 product campaigns. $479 per month for unlimited surveys and 25 campaigns. A free 14-day trial is available of the $199 per month plan which allows you to send 250 surveys.
Wootric is a customer experience software that involves NPS’ as part of its package. Wootric offers NPS and other customer satisfaction surveys in a variety of formats.
These include the standard text and email, but also in QR codes. It is relatively simple to generate your own QR codes but having the service within the software removes a step from creating your NPS and getting feedback.
QR codes would be a good way of reaching your customers if you are selling a physical product as the QR code can be printed on or inside the packaging. Wootric offers instant NPS updates as soon as the surveys are returned to you which helps you make the most informed choice possible for your business.
Wootric also offers multi-channel options to make sure that the same customer isn’t bombarded by your survey on multiple devices. It presents the NPS information as numerical values and also as a line graph of a varied time span. This simple but informative layout makes it easier to spot trends.
This software is perfect for a company looking to focus more on customer experience in general as it has a multitude of features and those features come with significant depth.
- Inbuilt QR code NPS
- Instant updates
- Intuitive user interface
- Multi-channel option
Pricing Plans: The pricing varies depending on how long you pledge to pay for. For example, a yearly subscription will cost less than a monthly subscription of the same level.
Wootric has a free trial that allows you to choose between NPS and other customer satisfaction services. There is also a pro version which costs $244 per month with substantially more features such as customer profiles and timelines. They also offer a custom option that requires you to contact Wootric to access.
On top of being the best name of any NPS software, AskNicely boasts many useful features to help distribute your NPS survey and to interpret that data.
AskNicely is the NPS tool of choice for companies such as Reddit, showing how highly regarded it is by successful businesses. AskNicely also allows you to view the NPS scores received by individual representatives of the company if that model fits your business.
This means that you can easily find out which of your employees are communicating the best with clients.
AskNicely’s format shows a numerical value for your NPS making it easy to interpret. Your employees can also see individual skills that need improvement based on other surveys given to customers, for example, communication.
- Easy numerical format for viewing your NPS
- Can look at the NPS scores of individuals
- Individual advice for employees.
Pricing plans: AskNicely doesn’t publicly display their prices. If you are interested in their services, you will have to contact them via scheduling a call.
Proprofs is the survey software of choice for companies such as Sony and DHL. Although not exclusively made for NPS surveys, ProProfs has an NPS template that is customizable with different wording and with a brand logo to make the experience feel unique and tailored for the consumer.
Once the NPS setting is selected, the surveys can be sent out automatically at set times and the feedback will be graded by ProProfs, producing a score automatically, eliminating the chance for human error.
Proprofs displays your NPS score as a value as well as a bar graph. It also breaks your score down into the percentage of promoters, detractors and passives.
ProProfs has an incredible 90 different language options in the software, which is more than triple what other companies are offering on this list. This is very significant in terms of collecting feedback if your business is operating globally.
- Many different survey options
- Flexible customisation
- Automated delivery of surveys
- Easy to understand interface
- 90 different language options
Pricing Plans: ProProfs offers a free version that lasts forever but only allows ten survey responses. It has another option that costs $0.05 per response with more features than the free version. There is also a premium version which costs $0.10 per response with even more features.
This software covers NPS surveys and many other customer experience feedback services including CSAT(customer satisfaction survey).
In terms of NPS features, Retently allows you to run multiple NPS surveys at the same time to allow you to understand how different demographics view your product or service.
Multi-Channel surveys are also available. These help you reach more consumers without sending too many surveys to a single customer through different formats (e.g. text and email).
Excessive emailing and texting can damage brand perception. Recently also allows you to compare your NPS score to the industry average for your company. This will help you work out how well your competitors are doing, giving you an accurate benchmark to aim for.
- Many other survey options on top of NPS
- Multiple surveys can be run at the same time
- Multi-channel surveys are available
- NPS score comparisons with the average in your industry
Retently has 3 pricing plans: $79 per month for 3 surveys and 3 users, $239 for 10 surveys and 10 users and email + chat support and $479 for 20 surveys, 20 users and chat, phone and success manager support.
Survey Sparrow claims to be the best NPS survey platform on the planet – possibly the best in the entire universe?
Whether extraterrestrials have come up with superior NPS software or not, the ease of use and depth of the tools available in Survey sparrow is very impressive.
This platform offers automated follow-up questions that help expand on why a customer answered a question in a certain way. As stated on the website, open-ended questions can be a great way of improving your understanding of a customer’s perspective. Survey sparrow also allows complex automation of when NPS surveys are sent out.
This includes timing and frequency. Your NPS score, updated in real-time, can be viewed alongside the specific industry average for your company. If your company is after the best standalone NPS software, make sure to check this one out.
- Automated follow-up questions
- Complex automation
- Real-time NPS updates
- View your score against the industry average
Survey Sparrow offers 3 pricing plans: $149.00 for 25k responses per month, $449.00 for 100k responses every month and even more features than the extensive list included in the first plan. Their third option has more features and requires you to contact them for pricing information.
9. Survey Kiwi
Survey Kiwi offers bespoke NPS surveys with customizable templates and themes. The data collected updates the NPS automatically and creates a bar graph to help calculate trends.
The NPS surveys can be embedded in QR codes, websites and even on WhatsApp. This allows a wide variety of customers to answer your surveys making the results as thorough as possible. Survey Kiwi is used by huge companies such as Disney who describe the service as having a “simple and powerful interface.”
NPS Data is analyzed using numerical value and a line graph, as well as a completion rate percentage. This is a pretty insightful metric that can show the commitment level of your customers and also how complex your survey is.
If a small percentage complete the survey, this could suggest that your survey is too complex in its wording for example.
- NPS surveys are customizable
- NPS surveys can be embedded in QR codes and on WhatsApp
- Endorsed by Disney
- Insightful metrics
Survey Kiwi offers 3 pricing plans: $9 per month for unlimited campaigns, 100 monthly responses and limited features. $39 per month for 1000 monthly responses and more features and $69 per month for unlimited monthly responses and even more features.
There you go. You have 9 powerful tools to convert customers into fans/evangelists and detractors into customers.
Let us know your pick in the comments.