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20 Best NPS Survey Tools & Software for 2022

Best NPS Survey Tools & Software

NPS survey tools are on the lips of every budding entrepreneur and customer success manager. But is this metric still relevant? 

Net Promoter Score was first introduced in the year 2003 as a new way to measure customer relationships and loyalty. Almost two decades later, the metric has not lost its charm; in fact, CX experts swear by NPS to build a solid brand and reduce customer churn. 

So how does it work? 

With the best NPS survey tool, you can create and share your survey in minutes. Pre-designed templates allow you to ask the ideal NPS question, “How likely are you to recommend this company/product/service to a friend or colleague?” The responses can help you identify your active promoters as well as detractors. 

Whether you are looking to reduce customer churn or get more recommendations or referrals for your business, we have the right tool for you. In this blog, we will understand the importance of NPS software and explore 20 tools that will help you measure and improve your NPS ratings. 

Let’s go!

Why Do You Need NPS Survey Software?

Imagine capturing the valuable feedback of thousands of people with just the click of a button. Yes, that’s exactly why you need an NPS tool. Here are more reasons that highlight the importance of these tools in feedback collection: 

1. Get Started With Pre-Designed Templates

NPS survey templates

Even though NPS surveys include a single question, you don’t necessarily need to start from scratch. You can explore various ready-to-use NPS survey templates for customers, employees, students, patients, and other audiences. 

These templates and questions are diligently designed by industry experts so that your business can enjoy a higher response rate. You can even edit these templates based on your needs. 

2. Customize Your Survey Per Your Needs

How do you ensure your survey reflects what your brand stands for? Customization can do the trick. You can explore multiple customization options to ensure every NPS survey is designed to perfection. 

Customize Your NPS Survey

For example, you can choose from a wide range of themes and backgrounds to breathe life into your survey. Moreover, you can add your company logo and modify the text, alignment, and survey buttons based on your unique requirements. 

Read More: How to Customize Survey & Add Branding

3. Share on Multiple Channels

Every business is unique, and so is its target audience. While one business might have its customers actively using email, other might wish to engage customers on social media. With the best NPS platform, you can share your surveys across different channels like email, website, social media, etc.

Share NPS Survey

In addition, you can take a printout of your prepared survey and hand it over to visiting customers or prospects. 

4. Analyze Responses

Once the survey is shared, it’s time to view and analyze your responses. The NPS tool will automatically segment your survey takers into promoters, passives, and detractors. You can compare your NPS results over a certain time period and identify trends.

Analyze NPS results

As a best practice, you must look to follow up with your detractors (at-risk customers). This will make them feel that their opinions are valued and give your business the opportunity to rebuild trust and reduce churn.

Read More: How to Calculate NPS (Net Promoter Score)

List of 20 Best NPS Survey Tools

Here is a comprehensive list of the best tools that will help you create, share, and monitor your NPS:

1. ProProfs Survey Maker

NPS survey tools

ProProfs Survey Maker is the best free NPS software that can help you share beautiful surveys in a matter of minutes. The tool makes it very simple for users to create and share NPS surveys. For instance, you can explore 100+ survey templates and drag and drop questions from a vast question library.

To make your surveys stand out and resemble your brand, you can add your company logo, background images, colors, and themes. Once your survey is live, you can easily segment NPS scores to identify promoter, passive, and detractor customers.

Top Features of ProProfs Survey Maker: 

  • View daily, weekly, or monthly survey reports
  • Integrate with ProProfs Help Desk, Zendesk, Freshdesk, and other tools
  • Choose from multiple-choice, checkboxes, open-ended, and other question types
  • Get only the answers you need with branching and skip logic
  • Share via email, social media, link, or embed on your website

Pros: 

  • Easy-to-use and intuitive interface
  • Create forms, polls, and popup surveys
  • Affordable and flexible pricing 

Cons: 

  • Reporting can be improved
  • Lacks sentiment analysis capabilities

Pricing: 

Starts at $0.05/response/month

Best for: Startups, small to mid-sized businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.8/5 (Capterra)

2. Qualaroo 

Best nps survey tools

Qualaroo is another impactful NPS software that comes loaded with features. To create your first NPS survey, all you need to do is pick a suitable template, customize the question, and preview and share your survey. 

As a versatile voice of the customer tool, Qualaroo offers six channels to share your surveys. Moreover, with geo-targeting capabilities, you can compare your NPS ratings across different countries or geographical locations.  

Top Features of Qualaroo: 

  • Compare NPS scores for mobile customers vs. desktop customers
  • Track survey metrics such as total impressions, total responses, and more
  • Explore integration options to close the feedback loop
  • Customize your surveys with your company colors and logo
  • Share NPS surveys in your SaaS or digital products

Pros: 

  • Leverage IBM-Watson-powered sentiment analysis
  • Multiple channels to share NPS surveys
  • Use branching logic to ask the right questions

Cons: 

  • More industry-specific templates could be added
  • Branching logic needs some refinement 

Pricing: 

Starts at $80/month

Best for: Startups, small to mid-sized businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.7/5 (Capterra)

3. Delighted

Delighted

Delighted’s NPS software offers businesses everything they need to run a world-class NPS survey program. The best part is that you can deliver your surveys across multiple channels and in 30+ languages. 

Whether you are surveying your customers or employees, you can easily customize the survey question. Users can even share open-ended follow-up questions to get detailed feedback and understand the “why” behind an NPS rating. 

Top Features of Delighted: 

  • Schedule to send surveys with your audience at pre-defined intervals
  • Share surveys via the web, email, and link
  • Create a customizable thank you page and message
  • Monitor responses with presentation-ready charts
  • Allow artificial intelligence (AI)  to uncover recurring NPS patterns 

Pros: 

  • Compare your NPS against industry standards
  • You can filter feedback by location or product line
  • Track all your survey or research projects in one place

Cons: 

  • Integration options are limited
  • There is no mobile app for iOS users 
  • The tool is quite expensive

Pricing: 

Starts at $224/month 

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.9/5 (Capterra)

4. CustomerGauge

CustomerGauge

CustomerGauge is another popular Net Promoter Score tool that deserves to be on your list. If you are a B2B company, you can use this tool to easily create and share NPS surveys with your clientele. 

The company even offers a list of top-performing brands that achieve a consistently high net promoter score. This will allow your team to compare against industry leaders and get a healthy dose of inspiration. 

Top Features of CustomerGauge: 

  • Identify churn risk and increase customer retention
  • Automate survey delivery and follow-ups 
  • Understand customer intent with text and sentiment analysis
  • Understand what areas are important for high-revenue customers
  • Restrict access to data with role-based dashboards

Pros: 

  • You can track the overall health of your customer accounts
  • Generate the Customer Lifecycle report to identify your top customers

Cons: 

  • Multiple data points can be overwhelming for new users
  • The company does not provide transparent pricing details on its website

Pricing: 

Get in touch with the company for a quote. 

Best for: B2B companies

3rd party integrations allowed: Yes

Review score: 4.8/5 (Capterra)

5. AskNicely 

AskNicely

AskNicely is one of the top survey tools for NPS and other customer experience metrics. To maximize your survey response rate, you can share surveys via email, web, or SMS. 

To gain better visibility, AskNicely allows you to publish survey feedback on TV, mobile app, PowerPoint, and Slack. You can automatically collect customer feedback by sharing surveys after they have received a service. 

Top Features of AskNicely: 

  • Integrate with 40+ CRM tools, including Salesforce
  • Share email or push notifications to alert team members to take necessary action
  • Escalate customer feedback when you receive negative ratings
  • Create rule-based automation to drive the next best action
  • Monitor the impact of CX on key growth metrics such as referrals

Pros: 

  • The tool offers multiple integration options 
  • Easily monitor employee sentiment and engagement levels

Cons: 

  • There is no provision for monitoring NPS at an account level
  • The tool comes with a steep learning curve

Pricing: 

Get in touch with the company for a quote. 

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.6/5 (Capterra)

6. Survicate

Survicate

Survicate is another popular NPS survey tool that helps you share surveys in products, emails, and websites. The tool helps you record and view all survey responses, even when a response is left incomplete by a respondent. 

Survicate comes loaded with customization and branding options. For instance, you can add your company logo, choose different colors, or use custom CSS to create the best-looking surveys. 

Top Features of Survicate: 

  • Monitor NPS right inside an Android or iOS mobile app
  • Run website NPS surveys every month, quarter, or year
  • Export survey data into .csv or .xls files 
  • Easily filter your NPS responses by date or scores
  • Receive instant alerts and notifications via email or Slack

Pros: 

  • Track multiple follow-up marketing campaigns
  • You can encourage customers to share positive reviews of G2 or Capterra
  • Integrate with Intercom and HubSpot

Cons: 

  • Survey templates can seem outdated
  • CRM integrations are limited

Pricing:

Starts at $89/month

Best for: Small to mid-sized businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.5/5 (Capterra)

7. Hotjar

Hotjar

Hotjar helps you share NPS surveys on your website or via email to find out how likely customers are to refer your products, service, or brand. 

Based on your respondent’s initial response, Hotjar allows you to ask follow-up questions to get better and more relevant insights. In addition, you can monitor NPS trends over a given time window, say 30 days, 90 days, or 12 months, depending on your requirements. 

Top Features of Hotjar: 

  • Choose from multiple pre-designed survey templates
  • Share NPS surveys as website popups 
  • Get question ideas from Hotjar’s vast question bank
  • Use the drag-and-drop feature to set up your surveys in minutes
  • Send a survey to customers right before the point of churn

Pros: 

  • Understand user behavior on your website with heatmaps
  • Get direct customer feedback for different webpages

Cons: 

Pricing:

Starts at $32/month

Best for: Startups, small to mid-sized businesses

3rd party integrations allowed: Yes

Review score: 4.7/5 (Capterra)

8. Qualtrics

Qualtrics

Qualtrics is one of the best NPS survey platforms that helps you keep a tab on the entire customer journey. You can collect customer feedback on multiple channels such as apps, email, websites, SMS, chatbots, and more.

With the help of this tool, your team can make powerful predictions about customer behavior. For instance, you can understand which customers are your biggest fans and which ones are at a greater risk of churn. 

Top Features of Qualtrics: 

  • Identify at-risk customers using churn data
  • Ensure the right data reaches the right people
  • Leverage pre-built templates designed by survey experts
  • Use predictive iQ to understand customer spending and repeat visits
  • Choose from a vast library of 100+ question types

Pros: 

  • Create automated tickets based on survey responses
  • Explore survey templates designed by Ph.D. survey scientists
  • Understand customer intent with sentiment analysis

Cons: 

  • Lack of transparent pricing
  • The tool comes with a steep learning curve

Pricing: 

Get in touch with the company for a quote. 

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.7/5 (Capterra)

9. GetFeedback 

GetFeedback is a simple tool that helps your business measure the voice of your customer, so your team can take necessary actions and provide delightful experiences. You can design beautiful, mobile-friendly NPS surveys in a matter of minutes. 

With the help of advanced filters, you can view your net promoter score by customer type, account age, region, and more. In addition, when a customer response demands immediate attention, you can share custom email notifications and alerts with teammates. 

Top Features of GetFeedback: 

  • Collect customer feedback via email, chat, SMS, and communities
  • Identify opportunities to improve the customer experience 
  • Integrate with Salesforce to get a 360-degree view of customer data
  • Conclude live chat conversations with branded surveys
  • Share surveys as website overlays

Pros: 

  • It’s easy to enable Single Sign-On
  • You can place surveys throughout your knowledge base articles

Cons: 

  • Survey templates seem quite outdated
  • GetFeedback does not offer a free plan

Pricing: 

Get in touch with the company for a quote. 

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.8/5 (Capterra)

10. SurveyKiwi

SurveyKiwi

This NPS tool offers powerful features to convert your customers into active promoters of your brand. You can simply choose the NPS question type from the list, edit necessary information, and share it with your audience in seconds. 

SurveyKiwi realizes that sometimes, the NPS question alone is not enough to get valuable insights. To combat this challenge, you can add additional questions to your NPS survey and allow users to add comments. 

Top Features of SurveyKiwi: 

  • Generate alerts and notifications for important responses
  • Automatically view NPS in your panel as soon as users start responding
  • Take immediate action when users have a bad experience with your brand
  • Compare your NPS around different time periods
  • Embed your surveys with a simple code

Pros: 

  • You can add follow-up questions to your NPS surveys
  • View the most repeated scores
  • Their vast help center can help you get started quickly

Cons: 

  • The basic plan is limited to only a hundred responses per month
  • Survey template options are limited

Pricing: 

Starts at $9/month

Best for: Startups, small to mid-sized businesses

3rd party integrations allowed: Yes

Review score: 4.2/5 (G2.com)

11. SurveyMonkey

SurveyMonkey

With SurveyMonkey, you can easily create your net promoter score survey, calculate your score, and analyze your results — all in one place. You can find a data table that displays your number of Detractors, Passives, and Promoters. 

The tool offers expert-designed survey templates that will help you get the most accurate and desirable survey results. You can browse templates from categories such as customers, employees, education, market research, etc. 

Top Features of SurveyMonkey: 

  • Capture NPS responses via email, SMS, and social media
  • Receive real-time survey updates on your mobile app
  • Choose from multiple survey themes to enhance the visual appeal
  • Ensure proper branding with white-label features
  • Share a survey draft with key stakeholders before you send it

Pros: 

  • SurveyMonkey users get 24×7 email support
  • Protect your data with GDPR-compliant functionality
  • Affordable pricing

Cons: 

  • The mobile app needs improvements
  • Free trial is not available
  • Survey reporting and analytics could be improved

Pricing: 

Starts at $25/user/month

Best for: Startups, small to mid-sized businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.6/5 (Capterra)

12. Retently

Retently

Retently is one of the best NPS software that can help you collect customer experience data. Your customer success or service teams can share NPS, CSAT, and CES surveys across multiple channels at key customer journey touchpoints.

You can reach your audience via email, messages, and website pop-ups to engage with them and collect their unbiased feedback. In addition, you can segment your audience and deliver personalized experiences at scale. 

Top Features of Retently: 

  • Run independent survey campaigns for your products or services
  • Apply multiple filters to narrow down your audience
  • Send email NPS surveys automatically based on your schedule
  • Receive notifications via email or Slack
  • Integrate with Salesforce, Intercom, HubSpot, and other popular tools

Pros: 

  • New users can enjoy a 7-day free trial
  • Resend NPS surveys to people who did not open it
  • You can send email surveys from your own domain

Cons: 

  • The Basic plan is limited to only 4 campaigns
  • Sentiment analysis is only available in the Enterprise plan

Pricing: 

Starts at $25/month

Best for: Small to mid-sized businesses

3rd party integrations allowed: Yes

Review score: 4.8/5 (G2.com)

13. Thermostat

Thermostat

Thermostat helps you share NPS surveys that contain a single question along with an optional feedback box. Survey reports can give you clear insights into feedback, and you can use filters to tap into the information you need. 

To share your surveys via email, you can instantly upload your customers’ email accounts to Thermostat and ask the right questions. In addition, you can even choose to share your surveys as website popups, links, or through other apps. 

Top Features of Thermostat: 

  • Add custom fields to include more data about your surveys
  • View past survey data to analyze NPS trends 
  • Quickly respond to feedback to start a conversation with customers
  • View NPS data by location, device, product, or user-type
  • Customize email surveys with the company logo and text 

Pros:

Cons: 

  • Template designs are outdated
  • The tool does not offer sentiment analysis 

Pricing: 

Starts at $49/month

Best for: Small to mid-sized businesses, large enterprises

3rd party integrations allowed: Yes

Review score: Not available 

14. Medallia

Medallia

Medallia is a popular customer experience (CX) platform that can help you measure and improve your NPS ratings. You can interact with customers through email, SMS, mobile in-app feedback, social media, chat, and more. 

This powerful platform uses machine and human learning to analyze text feedback. This will help you understand what matters to your audience and how you can take meaningful actions to retain them for a long time.

Top Features of Medallia: 

  • Act on customer feedback on the move with a dedicated mobile app
  • Create detailed customer profiles and monitor their experience
  • Use AI and machine learning to uncover NPS trends
  • Alert the right person or team to respond to customer feedback
  • Create segments to group similar customers together

Pros: 

  • Capture customer feedback on social media sites
  • User-friendly interface

Cons: 

  • A wide range of analytics and data can leave you confused
  • The company does not offer transparent pricing on its website

Pricing: 

Get in touch with the company for a quote. 

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.5/5 (Capterra)

15. InMoment

InMoment

InMoment offers specialized NPS software to help you make sense of feedback and win customers for life. You can create a single-question NPS survey and share it with your audience via email, SMS, or Intercom chat. 

If your business caters to a global audience, this tool can offer a lot of help. For instance, you can use InMoment to customize your NPS surveys in multiple languages and identify your loyal customers at scale. 

Top Features of InMoment: 

  • Choose to survey only a sample of your customers
  • Receive automated updates on customer sentiments
  • Filter your NPS by categories such as accounts or product versions
  • Monitor customer health to retain more customers
  • As responses come in, you can use Tagging to identify issues

Pros: 

  • Create your surveys in multiple languages
  • Encourage happy customers (promoters) to write a review or join a referral program
  • Multiple integration options 

Cons: 

  • Lack of transparent pricing 
  • Customer service needs improvement

Pricing: 

Get in touch with the company for a quote. 

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.6/5 (Capterra)

16. Promoter.io

Promoter.io

Promoter.io is a simple NPS survey tool that helps you capture text, audio, and video feedback. You can enjoy a multi-channel reach by sharing your surveys via email, SMS, or embedded links.

If you are an e-commerce business, you can integrate this tool with world-class e-commerce platforms such as Shopify or BigCommerce. This will help you instantly share NPS and other feedback surveys with online shoppers and build stronger relationships. 

Top Features of Promoter.io

  • Customize survey schedules to always stay connected with customers 
  • Identify key areas for product or service improvement
  • Filter survey responses by product line or customer demographics
  • Monitor your follow-up completion rate
  • Track and identify keywords from written customer feedback

Pros: 

  • Share surveys in over 27 languages
  • Easy-to-understand reports and analytics

Cons: 

  • The forever free plan offers very limited features
  • Limited integration options

Pricing: 

Starts at $100/month

Best for: E-commerce businesses

3rd party integrations allowed: Yes

Review score: 4.5/5 (G2.com)

17. Zonka Feedback

Zonka Feedback

With Zonka Feedback’s online NPS tool, you can easily break your customers into promoters, passives, and detractors and boost long-term customer relationships. You can notify your team of dissatisfied or unhappy customers so that conduct regular follow-ups. 

The company offers multiple channels to share NPS surveys with your target audience. For instance, you can reach out to customers via website, email, SMS, offline, Intercom, and other integrations. 

Top Features of Zonka Feedback:

  • Create NPS surveys for customers, employees, students, or patients
  • Place an NPS feedback button on your website or in-app
  • Detect when visitors are exiting your website to share an NPS survey
  • Schedule your surveys for a specific date or time
  • Add tags to responses to mark them as urgent 

Pros: 

  • Monitor relationship and transactional NPS
  • Automate your workflows to close the feedback loop
  • Compare your NPS across locations 

Cons: 

  • Highly expensive plans
  • Reports can be overwhelming for new users

Pricing:

Starts at $79/month

Best for: Medium businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.8/5 (Capterra)

18.  SurveySensum

SurveySensum

SurveySensum is one of the most popular free NPS survey tools that help you measure and improve NPS across your organization. While creating a survey, you can choose from multiple templates that include a loyalty question along with a relevant follow-up question. 

The tool allows you to reach out to customers on their preferred channels. You can distribute your surveys via email, SMS, WhatsApp, website, in-app, social media, or QR code. 

Top Features of SurveySensum: 

  • Set automated reminders for non-responders
  • Leverage AI to analyze qualitative data
  • Set the number of email surveys to prevent the oversharing of surveys
  • Easily share survey reports with the management and other stakeholders
  • Integrate with Zendesk, Freshdesk, and Salesforce

Pros: 

  • Monitor NPS trends and customer sentiments
  • Apply filters to reports
  • Multiple integration options

Cons: 

  • Lack of transparent pricing
  • The free plan is limited to only 25 responses/month

Pricing: 

Get in touch with the company for a quote. 

Best for: Small to mid-sized businesses, large enterprises

3rd party integrations allowed: Yes

Review score: 4.7/5 (G2.com)

19. YesInghts

YesInghts

As an impressive Net Promoter Score tool, YesInghts helps you share surveys via email and website. You can share email NPS surveys with customers that they can answer directly from their inboxes. 

Moreover, you can even survey your visitors when they are actively browsing your business website. In addition to sharing NPS surveys, you can even create website popups to capture your website visitors’ email addresses. 

Top Features of YesInsights: 

  • Share one-click surveys that are painless to answer
  • View your NPS survey responses in real-time
  • Gather additional information by redirecting respondents to a landing page
  • Integrate with CRM tools such as HubSpot, Salesforce, ConstantContact, and more
  • Share automated emails to send suitable rewards

Pros: 

  • Multiple integration options
  • Affordable monthly and annual plans
  • Comes with a 7-day free trial 

Cons: 

  • Limited channels to share your survey
  • Lacks advanced reporting
  • Misses out on multiple advanced features

Pricing: 

Starts at $20/month

Best for: Startups, small to mid-sized businesses

3rd party integrations allowed: Yes

Review score: 4.8/5 (G2.com)

20. CrowdSignal

CrowdSignal

CrowdSignal helps you identify your unhappy and at-risk customers with the help of simple NPS surveys. With a WordPress plugin, you can enable surveys easily on your website and capture the feedback of visitors. 

To help you create the best and most appropriate surveys for your audience, the tool offers 14 question types. For instance, you can add multiple choice, free type, Likert scales, etc., in your surveys. In addition, team members can see where responses are coming from in real-time. 

Top Features of CrowdSignal: 

  • Export your survey results and share them with key stakeholders
  • Sync your survey data with Google Sheets
  • Create meaningful surveys with branching logic or trees
  • Upload audio files to your surveys
  • Receive instant notifications and alerts of survey responses 

Pros: 

  • Affordable pricing plans
  • Enjoy 24×7 email support
  • Set restrictions to prevent duplicate responses

Cons: 

  • You can share surveys only on your website
  • The free plan lacks essential features

Pricing:

Starts at $15/month 

Best for: Startups, small to mid-sized businesses

3rd party integrations allowed: Yes

Review score: 4.2/5 (G2.com)

Boost CX Strategies With NPS Survey Tools 

NPS can help you predict where your business is headed towards. On the one hand, you can measure the likelihood of new or repeat business; on the other hand, you can attempt to understand why customers are switching to competitors. 

With the best NPS survey software under your belt, you can use pre-designed templates, customize your survey, share it on multiple channels, and analyze the responses in real time. While NPS is mainly used to identify your at-risk customers, you must not lose focus on those who already love your brand and actively promote it. 

All the tools mentioned in this blog have been carefully picked after weeks of research and analysis. If you are looking for a powerful survey solution that does not burn your pocket, you can go for ProProfs Survey Maker. If you wish to take it a step ahead with sentiment analysis, Qualaroo can be an ideal solution too. Moreover, you can go for Qualtrics if you wish to monitor all CX metrics for your business.

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About the author

Jared is a customer support expert. He has been published in CrazyEgg, Foundr, and CXL. As a customer support executive at ProProfs, he has been instrumental in developing a complete customer support system that more than doubled customer satisfaction. You can connect and engage with Jared on Twitter, Facebook, and LinkedIn.