NPS Survey Platform: Types, Tips, 11 Best Platforms & Tools

Welcome to the NPS survey platform world, where customer feedback becomes your most potent tool for business growth and customer satisfaction. In today’s hyper-competitive landscape, understanding and addressing customer needs are not just important but imperative for survival and success in the marketplace.

We are introducing our cutting-edge NPS Survey Platform, where innovation meets customer-centricity to redefine how you understand and optimize your business’s relationship with its audience.

From calculating Net Promoter Scores to identifying the best NPS survey tools available and understanding the intricacies of customer happiness, our platform provides the insights and solutions you need to thrive in today’s competitive landscape.

Investing in an NPS survey platform is essential for startups and enterprises. Join industry leaders who use customer feedback to drive innovation, loyalty, and success. The potential of NPS feedback to:

• Increase customer satisfaction.
• Drive business growth.
• Unlock new opportunities for your organization.

What is a Net Promoter Score(NPS)?

Net Promoter Score (NPS) is a practical metric widely used to gauge customer satisfaction and customer loyalty. It’s based on a simple question: ‘On a proper scale of 0 to 10, how likely are you to suggest [product/service/company] to a friend or colleague?’

The Net Promoter Score formula to calculate Net Promoter Score is:

NPS = Percentage of Promoters − Percentage of Detractors

The resulting score can range from -100 to +100, with higher scores signifying higher customer loyalty and satisfaction levels. A positive NPS suggests that a business has more promoters than detractors and is likely to have a loyal customer base that contributes positively to growth through referrals and repeat business.

What is an NPS Survey?

An NPS (Net Promoter Score) survey is widely used to gauge customer loyalty and gauge overall satisfaction with a product, service, or brand. It typically consists of a single question that asks respondents to rate, on an NPS scale of 0 to 10, how they would recommend the company’s product or service to others.

Based on their rating, respondents are categorized into three groups:

1. Promoters (score 9-10): These are delighted customers who are likely to promote the company to others and contribute positively to its growth and reputation.
2. Passives (score 7-8): These customers are generally satisfied but could be more enthusiastic. They may be susceptible to competitive offers and could switch to other brands.
3. Detractors (score 0-6): These are dissatisfied customers who are unlikely to recommend the company and may even spread negative word-of-mouth, potentially harming the company’s reputation.

The Net Promoter Score is determined by deducting the percentage of detractors from the rate. It ranges from -100 (if all respondents are detractors) to +100 (if all respondents are promoters).

NPS surveys offer businesses valuable insights into customer sentiment, aiding in identifying areas for improvement. By tracking NPS over time and comparing NPS survey tools to industry benchmarks, companies can assess their performance, prioritize initiatives, and drive strategies to enhance customer satisfaction and loyalty.

Additionally, NPS surveys help you gauge customer sentiment daily, providing real-time feedback that enables businesses to stay agile and responsive to changing customer needs. Understanding the reasons to measure and use NPS surveys empowers enterprises to make informed decisions, allocate resources effectively, and differentiate themselves in the marketplace.

What is an NPS Survey Platform?

An NPS (Net Promoter Score) survey platform is a digital platform or tool designed to facilitate the creation, distribution, and analysis of NPS surveys. These platforms typically offer customizable survey templates, automated distribution methods (such as email or SMS), real-time data collection, and robust analytics tools.

NPS survey platforms categorize respondents into promoters, passives, and detractors based on their scores, enabling targeted actions like encouraging advocacy and addressing concerns. Promptly closing the feedback loop improves customer service and provides insights for boosting loyalty and satisfaction.

• Segmentation: Identifies promoters, passives, and detractors.
• Targeted Actions: Encourages promoter advocacy and addresses detractor concerns.
• Feedback Loop Closure: Ensures prompt responses to customer input.
• Insight Generation: Provides valuable data for improving customer loyalty and satisfaction.

An NPS survey platform is a comprehensive solution for businesses measuring customer loyalty, gauging satisfaction levels, and driving continuous improvement initiatives based on actionable feedback.

Types of Net Promoter Score( NPS) Surveys

Net Promoter Score (NPS) surveys come in various forms, each customized to businesses’ specific needs and preferences. Here are the main types of NPS surveys:

1. Transactional NPS Surveys

Specific interactions or transactions between customers and the business trigger these surveys. For example, after making a purchase, completing a support call, or visiting a store, customers may receive a transactional NPS survey to gauge their satisfaction with that interaction.

2. Relationship NPS Surveys

Relationship NPS surveys are broader in scope and aim to assess overall satisfaction and loyalty towards the brand or organization. These customer satisfaction surveys typically measure sentiments over a more extended period and may be sent out periodically, such as quarterly or yearly, to track changes in customer perception over time.

3. Point-of-Service NPS Surveys

• Point-of-service NPS surveys are conducted immediately after a customer interaction.
• Capture real-time feedback while the experience is fresh.
• Commonly used in hospitality, retail, and healthcare industries.

4. Closed-Loop NPS Surveys

Closed-loop NPS surveys involve following up with customers who have provided feedback, particularly detractors, to handle their concerns and resolve any issues they may have encountered. This proactive approach shows a dedication to customer satisfaction and can help prevent customer churn.

5. Benchmark NPS Surveys

• Benchmark NPS surveys compare a company’s NPS score to industry benchmarks or competitors’ scores.
• Provide context by showing how a business ranks against peers.
• Help identify areas needing improvement to stay competitive.

Each type of NPS survey serves a remarkable purpose and can provide valuable customer insights into customer sentiment, loyalty, and satisfaction. Depending on the business’s objectives and priorities, organizations may choose to deploy one or a combination of these survey types to effectively measure and improve the customer experience.

9 Tips to Use NPS Survey Platforms

By leveraging NPS survey platforms effectively, businesses can identify areas for progress and drive meaningful changes that enhance the overall customer experience. Here are some key strategies to help companies to maximize the potential of their NPS survey efforts:

1. Personalize Surveys

Customizable NPS surveys can be tailored to specific customer segments or touchpoints to gather targeted feedback. Personalization increases engagement and provides more relevant insights for improvement.

2. Timing is Key

Send surveys at strategic points in the customer journey, such as after a purchase or support interaction, to collect feedback when it’s most relevant and actionable.

3. Close the Loop

Follow up with customers who provide feedback, especially detractors, to address their concerns and demonstrate a commitment to resolving issues.

Regularly analyze NPS survey results to identify at-risk customers, trends, and patterns.

• Pinpoint areas for improvement.
• Use actionable insights to implement changes.
• Enhance the overall customer experience.

5. Benchmark Against Competitors

Compare your NPS scores against industry benchmarks or competitors to gain perspective on your performance and identify opportunities for differentiation.

6. Integrate with CRM

Integrate your NPS survey platform with your CRM system to centralize customer feedback and facilitate follow-up actions seamlessly.

7. Train Staff

Educate frontline staff on the importance of NPS surveys and how to interpret and respond to customer feedback effectively. Empower employees to act on feedback to drive improvements in their areas of responsibility.

8. Monitor Trends Over Time

You have to monitor and track:

• Track changes in NPS scores over time.
• Feedback trends to assess initiative impact.
• Measure progress toward improving customer satisfaction.
• Evaluate improvements in customer loyalty.

9. Seek Feedback Continuously

Implement NPS surveys as an ongoing feedback loop rather than a one-time exercise. Regularly solicit feedback to stay attuned to evolving customer needs and preferences.

By following these tips, businesses can leverage NPS survey platforms effectively to gather valuable insights, drive improvements in the customer experience, and foster long-term loyalty and advocacy.

11 Best NPS Survey Platforms & Tools

Having the right tools can make all the difference in customer feedback management. Here, we present a curated list of the top 11 NPS survey platforms and tools that empower businesses to gather actionable insights and drive customer-centric strategies.

1. QuestionPro

QuestionPro is a versatile survey platform offering various features, including NPS survey creation, distribution, and analysis. Its user-friendly interface and customizable templates, QuestionPro make it easy for businesses to collect and interpret customer feedback effectively.

Features:

• Customizable NPS survey templates.
• Multi-channel distribution options (email, web, mobile, etc.).
• Real-time NPS score calculation.
• Advanced reporting and analytics.
• Integration with CRM systems.
• Automated follow-up actions based on NPS feedback.

Limitation:

• Advanced features require more effort and resources to be effectively used.

Pricing: The most popular plans start at $99 per month, and Team addition starts at $83. Pricing tiers are available for businesses of all sizes, and custom pricing options are available for enterprises with specific needs.

2. Qualtrics

Qualtrics is a comprehensive experience management platform that includes robust NPS survey functionality. With advanced segmentation, trend analysis, and predictive modeling features, Qualtrics empowers businesses to uncover actionable insights and drive meaningful improvements across the customer journey.

Features:

• Advanced NPS survey design capabilities.
• Robust survey distribution options.
• Powerful analytics tools for deep insights.
• Predictive analytics for forecasting NPS trends.
• Customizable dashboards and insightful reporting.
• Integration with enterprise systems for operational data synchronization.

Limitations:

• A complex interface may be overwhelming for some users.
• Higher pricing compared to other platforms.
• Customization options may require technical expertise.

Pricing: Provides custom pricing based on the needs and scale of the organization.

3. SurveyMonkey

SurveyMonkey is among the most popular survey platforms worldwide, offering powerful NPS survey capabilities. Its intuitive interface, advanced analytics, and integration options make it a go-to choice for companies of all sizes looking to measure, analyze, and improve customer loyalty.

Features:

• Easy-to-use NPS survey builder.
• Variety of survey distribution methods.
• Real-time reporting and data visualization.
• Customizable dashboards for tracking NPS trends.
• Integration with popular business tools.
• Collaboration features for team-based analysis.

Limitations:

• Basic analytics capabilities compared to other platforms.
• Limited integration options with third-party tools.
• Higher pricing tiers are required for advanced features.

Pricing: SurveyMonkey provides various pricing plans starting from around $25 per month for basic features, with higher-tier plans offering more advanced survey customization options and analytics.

4. Wootric

Wootric specializes in net promoter score measurement and offers features specialized to this metric. From customizable survey design to real-time feedback tracking, Wootric helps businesses capture, analyze, and act on customer feedback on time.

Features:

• AI-powered NPS survey platform for intelligent insights.
• Automated feedback collection across multiple touchpoints.
• Text analytics for sentiment analysis.
• Integration with CRM and helpdesk systems.
• Customizable survey themes and branding options.
• Actionable reporting with drill-down capabilities.

Limitations:

• Basic survey customization options.
• Limited scalability for larger enterprises.
• Advanced analytics features are available only in higher-tier plans.

Pricing: Provides custom pricing based on the number of survey responses and features required. Pricing typically scales with the volume of feedback collected and additional features such as integrations.

5. SurveySparrow

SurveySparrow stands out for its conversational survey approach, which leads to higher survey response rates and richer insights. With its NPS survey capabilities, businesses can easily create engaging surveys, automate follow-ups, and track customer sentiment over time.

Features:

• Conversational NPS survey design.
• Mobile-friendly surveys for better respondent experience.
• Real-time feedback collection and analysis.
• Customizable follow-up actions based on NPS scores.
• Integration with third-party tools for seamless workflow.

Limitations:

• Limited question types are available, restricting survey flexibility.
• Integration options with other platforms may be limited.
• Reporting features may need more depth compared to other tools.

Pricing: Basic plans start at $39 per month and $59 for the starter. There are also other various plans for teams and enterprises.

6. AskNicely

AskNicely focuses on driving customer loyalty through NPS surveys and customer experience management. Its platform offers real-time feedback collection, automated workflows, and performance tracking to help businesses foster strong customer relationships.

Features:

• NPS surveys designed for high response rates.
• Automated feedback collection and reminders.
• Real-time NPS tracking and reporting.
• Integration with customer data platforms.
• Closed-loop feedback management system.
• Customer journey mapping for deeper insights.

Limitations:

• Higher pricing compared to some other platforms.
• Limited integration options with CRM and other tools.
• Customization options for surveys may be restricted.

Pricing: pricing is available upon request.

7. Zonka Feedback

Zonka Feedback is a comprehensive feedback management platform that includes NPS survey capabilities. With features like multi-channel feedback collection, sentiment analysis, and reporting dashboards, Zonka Feedback enables businesses to gather actionable insights and drive continuous improvement.

Features:

• Customizable NPS survey templates.
• Multi-channel feedback collection (SMS, email, tablet, etc.).
• Real-time reporting with sentiment analysis.
• Integration with popular CRM and marketing tools.
• Automated workflows for follow-up actions.
• Offline survey capabilities for on-the-go data collection.

Limitations:

• Limited options for survey distribution channels.
• Advanced reporting features may require additional setup.
• Some users may find the interface less intuitive compared to other platforms.

Pricing: STARTER plan starts at $49 per month, PROFESSIONAL plan starts at $99 per month, GROWTH plan starts at $199 per month.

8. Delighted

Delighted specializes in customer experience measurement, offering NPS survey solutions to capture actionable feedback at critical touchpoints. Its platform includes customizable surveys, sentiment analysis, and integrations with popular CRM systems.

Features:

• Simplified NPS survey creation.
• Seamless integration with business apps (Slack, Salesforce, etc.).
• Real-time feedback monitoring and alerts.
• Automated follow-up based on NPS scores.
• Trend analysis and reporting.
• Customizable survey branding options.

Limitations:

• Basic survey customization options.
• Limited scalability for large-scale survey deployments.
• Advanced features are available only in higher-tier plans.

Pricing: Surveys Starter plan stats at $17 per month, Premium plan stats at $224 per month, and Premium Plus plan stats at $449 per month.

9. Survicate

Survicate is a user-friendly survey platform offering NPS survey functionality and other survey types. With its interface and advanced targeting options, Survicate helps businesses gather relevant feedback and make data-driven decisions to improve customer satisfaction over time.

Features:

• Versatile NPS survey builder with drag-and-drop interface.
• Automated feedback collection via email, website, and more.
• Real-time feedback tracking and reporting.
• Integration with CRM and helpdesk software.
• Personalized follow-up actions based on NPS scores.
• A/B testing for optimizing survey effectiveness.

Limitations:

• Limited support for advanced survey logic.
• Integration options with other tools may be limited.
• Higher pricing tiers are required for access to advanced features.

Pricing: Offers tiered pricing based on features and usage, with customized plans for larger organizations.

10. Survey Kiwi

Survey Kiwi is a simple yet powerful platform offering NPS survey capabilities. With its customizable survey templates, automated follow-up emails, and real-time reporting, Survey Kiwi provides businesses with the tools to effectively measure and enhance customer loyalty.

Features:

• Easy-to-use your Net Promoter Score (NPS) survey creation wizard.
• Multi-channel survey distribution (email, SMS, web, etc.).
• Real-time NPS tracking and reporting.
• Integration with third-party tools (Zapier, Slack, etc.).
• Customizable survey themes and branding options.
• Automated workflows for follow-up actions based on NPS scores.

Limitations:

• Limited integrations with third-party tools.
• Reporting features may need more depth compared to other platforms.
• Advanced customization options may require technical expertise.

Pricing: Bronze plan starts at $9, Silver plan starts at $39, and Gold plan starts at $69 per month.

11. Qualaroo

Qualaroo is a customer insights platform with NPS survey capabilities to measure customer loyalty and satisfaction. With features like targeted surveys, sentiment analysis, and trend tracking, Qualaroo empowers businesses to gather actionable feedback and drive meaningful improvements.

Features:

• Targeted NPS survey deployment based on customer behavior.
• Advanced logic and branching for dynamic surveys.
• Real-time analytics for actionable insights.
• Integration with marketing automation platforms.
• Customizable feedback forms for brand consistency.
• Segmentation and targeting features for personalized surveys.

Limitations:

• Basic reporting capabilities compared to other platforms.
• Limited options for survey distribution channels.
• Customization options for surveys may be limited.

Pricing: Qualaroo’s pricing starts at around $240 per 100 responses per year. Higher-tier plans offer advanced targeting options and integrations, and custom enterprise plans are available upon request.

These 11 NPS survey platforms and tools offer many features and functionalities to suit diverse business needs. Whether a small startup or a multinational corporation, investing in the right NPS survey platform can help you unlock valuable insights, foster customer loyalty, and drive sustainable growth in today’s market landscape.

Check out our new blog at QuestionPro for helpful insights on Customer Loyalty Software. It’s a quick read that could change how you think about loyalty!

Importance of Net Promoter Score (NPS) Survey Platform

An NPS survey platform is essential because the  NPS survey tool provides businesses with actionable insights into customer sentiment and loyalty. The importance of NPS survey platforms lies in their ability to:

1. Measure Customer Loyalty

NPS survey platforms provide a standardized metric for assessing customer loyalty and advocacy, allowing businesses to quantify customer sentiment and track changes over time.

2. Identify Areas for Improvement

By collecting customer feedback, NPS survey platforms pinpoint areas of weakness or dissatisfaction, enabling businesses to prioritize improvements and address issues proactively.

3. Drive Customer-Centric Decisions

NPS survey platforms enable:

• Enable businesses to gather valuable customer feedback.
• Make data-driven decisions.
• Ensure that strategies and initiatives align with customer needs and preferences.

4. Foster Customer Engagement

By soliciting feedback through NPS surveys, businesses demonstrate a commitment to listening to their customers, fostering engagement, and building stronger relationships.

5. NPS Benchmark Performance

NPS survey platforms:

• Allow businesses to benchmark performance against industry standards and competitors.
• Provide valuable context for evaluating success, offering insights into customer satisfaction and loyalty.
• Help identify opportunities for differentiation, enabling businesses to refine strategies and improve their market position.

6. Facilitate Continuous Improvement

Through ongoing feedback collection and analysis, NPS survey platforms support a culture of continuous improvement, enabling businesses to adapt and develop in response to changing customer expectations and market dynamics.

Ultimately, an competitive benchmark NPS survey platform is valuable for businesses looking to cultivate customer loyalty, drive innovation, and differentiate themselves in a crowded marketplace.

Why QuestionPro is The Best NPS Survey Platform!

While determining the “best” NPS survey platform depends on specific business needs and preferences, QuestionPro stands out for several reasons:

1. User-Friendly Interface

QuestionPro’s intuitive platform is designed with the user in mind, offering a seamless experience for users of all skill levels. Its simple interface ensures businesses can quickly navigate the platform without extensive training or technical expertise.

2. Customization Options

With QuestionPro, businesses can customize their NPS surveys according to their unique branding and requirements. From choosing color schemes and adding logos to crafting tailored questions that resonate with respondents, QuestionPro provides extensive customization options to create surveys that reflect the organization’s identity and objectives.

3. Advanced Analytics

QuestionPro offers advanced analytics tools for actionable insights beyond primary survey reporting.

• Real-time reporting and data visualization features enhance understanding of NPS survey results.
• Helps specify trends and pinpoint areas for improvement.

This comprehensive analytics suite empowers enterprises to make informed decisions and confidently drive strategic initiatives.

4. Scalability

Whether a business is just starting or has a large customer base, QuestionPro offers scalability to meet evolving needs. Its flexible platform can accommodate companies of all sizes, allowing them to scale their NPS survey efforts as their operations grow.

This scalability ensures businesses can continue leveraging NPS surveys effectively, regardless of their size or industry.

5. Integration Capabilities

• Third-party integrations: QuestionPro integrates with a variety of third-party tools and platforms.
• CRM systems: Connects with customer relationship management (CRM) systems.
• Marketing automation: Integrates with marketing automation platforms.
• Net Promoter Score (NPS) software: Seamlessly connects with NPS tools for managing customer feedback.
• Data analytics tools: Links with data analytics platforms for more in-depth insights.
• Streamlined workflow: Businesses can simplify operations by integrating NPS survey data into other systems.
• Data sharing and collaboration: Facilitates cross-departmental data sharing and collaboration for more cohesive decision-making.

By leveraging existing infrastructure and harnessing the power of integration, businesses can maximize the value of their NPS survey efforts and drive greater efficiency.

6. Support and Resources

QuestionPro prides itself on providing exceptional customer support and resources to help businesses succeed. From comprehensive tutorials and webinars to personalized guidance from dedicated account managers, enterprises receive the assistance they need to get the most out of the platform.

This commitment to customer success ensures businesses can overcome challenges, navigate the platform effectively, and confidently achieve their goals.

7. Affordability

Despite its robust features and extensive capabilities, QuestionPro remains an affordable NPS software for businesses of all sizes. Its flexible pricing plans accommodate various budgets and requirements, making it accessible to organizations seeking to create NPS surveys without exceeding their financial constraints.

With QuestionPro, businesses can unlock the benefits of NPS surveys without breaking the bank, enhancing customer satisfaction, driving growth, and achieving long-term success.

QuestionPro combines user-friendly design, customization options, advanced analytics, scalability, integration capabilities, and affordability, making it a compelling choice for businesses seeking an NPS survey platform.

Conclusion

NPS survey platforms represent a pivotal nps survey tool for businesses striving to understand, engage, and retain their customers effectively. By leveraging NPS surveys, companies can unlock a more in-depth understanding of their customer insights, needs, and preferences, identify areas for improvement across various touchpoints, and implement targeted strategies to drive meaningful change.

Many NPS survey platforms are affordable, making them accessible to a broad range of businesses regardless of budget constraints. This democratization of customer feedback tools enables organizations to prioritize customer-centric initiatives and drive continuous improvement without incurring prohibitive costs.

NPS survey platforms are more than just measurement tools; they catalyze organizational transformation. By embracing a data-driven approach to customer experience management, businesses can cultivate more robust customer relationships, foster loyalty and advocacy, and ultimately drive sustainable growth and success in today’s competitive marketplace.

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