For businesses to thrive, it is important to keep customers happy and satisfied. With increasing market competition, any company cannot afford to lose even a single customer. So brands need to incorporate operations that promote regular customer engagements and in turn increase customer acquisition and retention. Customer feedback surveys are one of the best ways to understand the needs of the target audience. This is where NPS software comes into action.
Net Promoter Score or NPS software offers a tool used to analyze customer experience. It helps businesses estimate the future impact of customer assessment on a company’s progress. It also measures the probability of a customer to recommend the brand or its product in the community. According to a report, 65% of the companies now use NPS for performance assessment over CSAT and CES analysis.
Table of Contents
What is NPS?
NPS is customer satisfaction measurement software. It utilizes survey programs to gauge company’s performance based on customer feedback. NPS helps businesses to improve their service that in turn increases customer retention and loyalty.
NPS or Net Promoter score represents the percentage difference between the number of promoters and detractors. However, NPS itself is not expressed in percentage. For example, if the percentage of promoters and detractors is 27% and 22% respectively, the NPS score becomes +5.
In addition to promoters and detractors, a third category of “passives” are considered as neutral or no response audience. The number of passives does not affect the NPS calculation.
NPS is generally based on one simple question, i.e., “On a scale of 0-10, how likely are you to recommend this brand/product to friends and family?”. It establishes metrics based on the responses received and predicts customer experience. However, it is beneficial to add follow-up questions to increase accuracy.
Essential features of NPS
There are multiple software available in the market for NPS analysis. However, while choosing an NPS application for business, the following features should be in the checklist for best results.
Execution of multiple surveys simultaneously
NPS software allowing simultaneous surveys enables A/B testing. This feature offers complex scheduling for reaching different customer segments. It also ensures accuracy in strategic decisions for improving product performance.
One-at-a-time surveys often fall flat on uncovering the reason behind a customer’s responsibility. This is why multiple surveys with different context approaches become vital. Multiple surveys offer the advantage of presenting the customer with more than one question. These responses can then be used to get insight into customer expectations. Hence, while choosing an NPS software, it is better to check the limit on the number of surveys that a brand can execute simultaneously on different platforms.
Furthermore, conducting multiple surveys across different platforms increases the chances of customer engagement. For example, social media platforms offer a novel way for personalized interaction with the consumer community.
Customization
Customized surveys with brand-specific templates containing a unique company logo, name, or background palette increase the brand recognition among the existing and future potential customers. It also offers uniformity in the templates for the convenience of the user. This has been shown to increase survey response rates and feedback frequency.
Furthermore, using a third-party NPS software like Google Forms should be avoided. These platforms display their own templates and brand name which might dilute your brand value. Hence, it is advisable to gather customer feedback through the brand-specific NPS window. White-labeled surveys offer an ideal way to design such surveys for consistent brand experience.
In-depth reporting
Customer feedback gathered from different platforms can often be overwhelming. It becomes difficult to handle manually. In order to predict a pattern or deduce reliable insights into customers’ expectations, the NPS platform can be used. An ideal NPS software provides a dashboard with multiple formatting options including real-time feedback reports, data mining features, etc. It often works in integration with other software and supports APIs for hassle-free operation.
An efficient NPS software also utilizes AI-based analysis. This helps in the automation of operations including sentiment analysis and determination of “areas of improvement” based feedback analysis.
Survey scheduling
Determination of the right time and platform for the execution of a survey plays a crucial role in driving customer responses. It also encourages customers to attend the follow-up questions as well thereby gaining valuable insights into customer personas.
If the surveys appear at the time when customers are more likely to feel interrupted, there are higher chances of them falling in the category of passives or detractors. Optimizing the time and place for displaying surveys enables the brand to know which product, app, or website the customer is at. Using this information, the brand can customize the type and sequence of survey questions for accurate and focused responses.
Feedback looping
Feedback looping in simple terms means that the customer’s response should be followed up with individualized actions. This makes the customer feel heard and increases their chances of repeat business with the brand. Satisfied customers are likely to give high NPS scores in surveys.
Top 8 NPS software to use for business in 2022
With several NPS applications available in the market, it can get confusing to choose the right one for business. Listed below are the top 8 NPS applications that offer the best features.
Zonka feedback: An online survey solution for best customer experience
Zonka provides online tools for conducting customer and employee feedback surveys. Users can easily generate and share survey links on email and SMS. Users can also link surveys to their website and API. This software is compatible with mobile devices including Android phones, iPhones, tablets, and iPads.
Zonka supports relationship and transactional surveys for improved customer experience. Based on the surveys, Zonka calculates the NPS score and displays it on the dashboard along with detailed NPS interpretation reports. In addition, it can also be used to obtain CSAT (Customer Satisfaction Score) and CES (Customer Effort Score). The key features of Zonka feedback include:
- Custom survey URLs
- Mobile compatible surveys
- Kiosk survey
- Multi-media support
- Predictive analysis
- Voting polls
- Third-party integration
- Analytics and reporting
- Feedback management
- Multi-lingual support
- Customer NPS
- Web pop-up survey
- Email marketing
- Site intercept survey
- Anonymous feedback support
Areas of improvement
Zonka feedback can improve the survey design options. The animation, background design, and survey templates offered by the software are currently a little limited.
Pricing
Zonka feedback offers a free trial on all its subscription plans. It also offers customization options based on the scale of operation. Basic subscription plans for Zonka feedback start at $24/month. Other subscription plans include:
- Professional plan: $79/month
- Growth plan: $169/month
- Enterprise plan: $429/month
Survicate: A collaborative tool for customer feedback
Survicate is a customer feedback management software. It is a multi-channel NPS application that manages the overall customer experience. Data for Survicate is gathered mostly by surveys on websites and mobile apps. These surveys are scheduled at several interaction points including product purchase, customer onboarding, and post-service request for promoting customer responses.
Survicate also supports website banners, pop-ups, email support, and linked surveys. It offers the option of live chat, help videos, and webinars. Survicate works well with all leading platforms including Android, Windows, and iOS. It collaborates with 19 integrated applications such as Intercom, Google Analytics, Hubspot, etc.
Survicate software has an advanced filter feature that analyzes customer journey with the brand and correlates it with real-time NPS scores. It automatically generates reports based on the analysis which can be easily shared across. It also offers several customizable options with over 100 templates available for survey design. Other features of Survicate include the following:
- Easy to install
- Appealing user interface (UI)
- Can be used to specify the target audience that can view the survey
- Results can be exported in .csv format
- Supports conversion analytics
Areas for improvement
The Survicate database can be further customized to sort survey questions automatically based on the product.
Pricing
The basic version of the software is free whereas an advanced subscription starts from $59/month. Survicate offers the free-trial option before implementation.
SurveySparrow: An end-to-end omnichannel application
SurveySparrow is an easy-to-use software that offers a seamless workflow with multiple integrations. It supports chat-like surveys to promote engaging conversations which help to capture personalized information about individual users. This boosts customer satisfaction and aids market research-based decision-making.
SurveySparrow also offers offline surveys that can be used to collect feedback from remote locations with low internet connectivity. It provides an interactive interface with comprehensive tools for analysis. Following are the additional features offered by SurveySparrow:
- 360-degree feedback
- Question branching
- Survey scheduling
- Multi-user supporting dashboard
- Survey preview
- Dynamic listing
- Contact database management
- Audience segmentation
- Data export and import options
- Google apps integration
Areas for improvement
Webhooks are only visible to customers with a purchased plan. This limits the brand’s reach.
Pricing
The basic plan is free of cost whereas advanced starter packs start from $19/month.
Hotjar: A heat mapping tool for user behaviour analysis
Hotjar is a CRO tool that aims to help businesses on the website front. It utilizes a plethora of tools that combine feedback collection and analytics in one software. It offers an additional poll feature that can be used in NPS surveys to make it more interactive.
Hotjar utilizes heat maps to create visually appealing reports that represent the scrolling behavior of customers. It records and analyzes every click and tap of customers on brand websites and therefore serves as an effective indicator of customers’ desire. Hotjar provides an intuitive format that performs and reports real-time analysis of consumer behavior. Users can also retrieve reports from the database for future requirements.
Hotjar has an integrated conversion funnel tool that helps the user to analyze reasons for the detraction of potential users. In addition to above-mentioned attributes, Hotjar also provides the following features:
- Form analysis
- Direct testing from website
- User-friendly dashboard
- Survey integrations like behavioural triggers
Areas for improvement
Hotjar is great for web-based survey designs but optimizations are required for ease of use on mobile apps.
Pricing
The basic plan for Hotjar is free. Advanced plans for personal usage start at $29/month whereas business plans start at $89/month.
AskNicely: A CRM integrated tool for continuous customer feedback
AskNicely is a customer feedback software that boosts customer interaction and referrals. It creates a culture of continuous consumer feedback to generate a clear picture of individual customer journeys. It benefits case studies for improving brand image and market performance. This software works well in integration with different platforms including email, web, and mobile apps.
AskNicely offers an additional feature of automated follow-up with at-risk accounts that boosts customer retention. It can be easily integrated with the existing CRM to trigger automated feedback requests that can be scheduled based on requirements.
Additional features of AskNicely includes:
- Generates instant alerts and weekly email reports
- Allows long-term feedback storage
- Auto-request for reviews from promoters
- Manages permission requests and publishes positive comments to boost brand image.
Areas for improvement
AskNicely utilizes traditional NPS scoring. It can improve on customization options offered on this front.
Pricing
AskNicely pricing varies based on the custom features selected by the user. Quotations can be requested separately based on your needs.
Promoter.io: A promoter system based NPS software
Promoter.io is a feedback management tool best suited for enterprises. It offers a highly-intuitive dashboard that allows the user to respond to customer feedback directly without switching back and forth between different clients’ emails. It also has effective customer support in more than 25 languages to make it user-friendly.
Promoter.io allows NPS data segregation based on customer types and their preferences. It works in integration with promoter API, Slack channel support, and Salesforce integration for accurate insights, higher response rates, and rapid customer-base growth. Additional features of Promoter.io includes the following:
- Recurring surveys
- Email and SMS marketing
- Data import and export
- Multi-channel management
- Real-time analysis and follow-up
- Simultaneous survey execution
- Short-term and long-term revenue calculation based on Average Revenue Per User (ARPU)
- Prediction of trends and actionable insights
Areas of improvement
Feedback history management can be improved for in-depth analysis.
Pricing
Subscription plans for Promoter.io start at $79/month. It also offers a free trial before implementation.
Nicereply: A user-friendly feedback management solution
Nicereply is a simple software that actively manages survey distribution, customer satisfaction, and loyalty to the brand. This software supports real-time NPS, CES, and CSAT evaluation that can be used to predict future trends. It is also the best-suited software for managing negative feedback and reducing customer churn rates. The main features of this software include the following:
- 360-degree feedback
- Embeddable surveys
- Question branching
- User-friendly dashboard
- Intuitive UI
- Software integration with CRM, Salesforce, Zendesk, etc.
Areas for improvement
Nicereply can improve on their survey adaptability and customization options.
Pricing
Nicereply offers a free trial on their paid plans. Customized plans start at $39/month.
ProProfs Survey Maker: a multi-functional customer feedback tool
ProProfs online survey tool helps the b businesses to make smarter and informed decisions. It is a secure platform to create surveys and analyze statistics. It reports data in graphical representations for easy interpretation.
ProProfs designs questionnaire-based surveys that are compatible with both websites and mobile apps. The data generated using this software can be shared easily across different social platforms. It offers several options for survey customization including template design, graphics, scoring, and language. Additional features of ProProfs Survey Maker include the following:
- Supports poll maker
- Real-time and detailed analytics
- Offers separate enterprise and business version
Areas of improvement
No significant challenges or drawbacks have been reported for this software.
Pricing
Basic plan of ProProfs Survey Maker starts at $7/month. They also offer a free trial before implementation.
Conclusion
Designing and executing regular NPS surveys cannot be handled manually. In order to sort, analyze and interpret the large amount of data received in these surveys, a well-established and automated platform becomes essential.
NPS software provides a one-stop solution for designing and executing surveys on different social marketing platforms. It also maintains a feedback database and offers real-time data analytics for the prediction of actionable results. Finding an NPS software best-suited for your business can become a confusing task which is why SaaSworthy is here to help. We track over 40,000 software with detailed information and unbiased reviews to help you make an informed decision. You can get in touch with our team at SaaSworthy.com to know more.
