The Ultimate NPS Survey Software Guide for 2022
Looking for the best NPS surveys software to help you understand customer sentiment and improve customer loyalty with just one simple survey?
You’re in the right place.
Every business has its own unique needs and goals when it comes to collecting user satisfaction data. That’s why we’re taking a look at the best NPS software so you can find the best match for your business and get on the road to sending those insightful surveys!
- Net Promoter Score (NPS) is a survey based on a 0-10 scale made to gauge customer loyalty to a product or service. It asks a simple question ”On a scale of 1 to 10, how likely are you to recommend our software to a friend or colleague”
- Depending on the given score, a customer will either be considered one of the following three options: score 9-10 is called a promote, score 7-8 is called a passive, score 0-6 is called a detractor
- To calculate the NPS score, you subtract the percentage of “detractors” (score 0-6) from the percentage of “promoters” (score 9-10)
- Adding a follow up qualitative question asking users to motivate their score choice makes NPS more than just a vanity metrics – it allows you to get insights into what drives customer loyalty
- Using a general-purpose survey tool (like Google Forms), and collecting the results in a spreadsheet is not a long-term solution for collecting NPS data.
- Use a user feedback tool that lets you collect multiple types of customer satisfaction survey data and allows you to act on NPS data you collect too.
- Some key features to look for in an NPS survey tool include: create NPS surveys in-app, creating customer segments, customizing NPS surveys, collecting unlimited responses, analyzing customer feedback, tag/flag responses by common themes
- NPS software tools: Userpilot (includes all key features), Hotjar ( general user feedback tool with no in-depth analytics), SatisMeter (few customization, limited responses collection), Nicereply ( focused on email surveys following customer service help desk ticket resolution), GetFeedback (enterprise-focused, expensive)
- Best NPS survey software: Userpilot- built customizable NPS surveys and other user feedback surveys, collect unlimited responses, analyze data, segment users, and automate in-app responses based on the score the user gives you. Get a Userpilot Demo and learn more.
What is an NPS Survey?
NPS, which stands for Net Promoter Score, is a term trademarked by Bain & Company in 2003. It’s essentially a survey based on a 0-10 scale made to gauge customer loyalty to a product or service.
The most optimized NPS survey format asks two crucial questions:
- How likely a user is to recommend your product to others. This is your quantitative NPS metric.
An NPS survey is how you obtain that benchmark. Your survey must ask the question, “On a scale of 0 to 10, how likely are you to recommend our business to a friend?”
2 . More information on why the user gave that score. This is a qualitative NPS metric.
This additional question helps you retrieve specific feedback matched with the NPS rating. Some variations you could ask instead of “why did you give this score?” include:
- Why would you not recommend us?
- What could we have done differently to improve your experience today?
- What should we improve?
Why is an NPS Survey important?
Measuring customer satisfaction with NPS surveys is crucial because satisfied customers are more likely to refer others to your business and stay loyal to your service.
On the other hand, it’s also a good idea to identify customers who aren’t satisfied to try to reduce any negative reviews and your rate of churn.
Having said that, NPS can be—and should be—ever so much more than just a number or a vanity metric.
That’s to say, you still need to know why the user answered with a certain number on the survey, especially if it was a low score.
For example, do users get dizzy at the sight of your UI? Do your app pages load at a glacial pace? Are user experience surveys interrupting the user experience so much that they are the source of your negative UX reviews?
At the end of the day (or shall we say—end of the quarter?), knowing the key drivers of what caused your users to smile or made them sweat helps you focus your efforts on the right things.
What is NPS Survey Software?
Now that you understand why it’s important to know your NPS survey scores, perhaps you’re wondering how you can go about collecting such data. That’s where NPS survey software comes in.
While you could use general-purpose survey tools such as Google Forms or Typeform to collect the results in a spreadsheet, it’s not a long-term solution.
The alternative is using dedicated NPS software so you can create NPS surveys, collect and analyze data inside a dashboard.
Still, a better alternative would be to use user feedback tools that let you collect multiple types of customer satisfaction survey data and allow you to act on the data you collect too. For example, automatically trigger an in-app message offering help to users who reply with a score of 1 to your survey.
How is NPS Score calculated with NPS Software?
As we summarized earlier, the entirety of the NPS score is based on the simple question “On a scale of 0 to 10, how likely are you to recommend our business to a friend?”
When presented with this, all respondents need to do is give a score on a scale of 0-10, with 0 being “not likely” and 10 being “very likely.”
Depending on the given score, a customer will either be considered one of the following three options:
- Score 9-10: Called a “promoter,” these people are super pleased with your product or service and are happy to recommend you to their colleagues, friends, and peers. They have a positive impact on your business via referrals.
- Score 7-8: Labeled “passive,” these people are satisfied with your product or service but not enough to promote it. They have a neutral impact on your business.
- Score 0-6: Called a “detractor,” these people are dissatisfied with your product or service. They may have a negative impact on your business either by contributing to churn or steering others away from your business.
To calculate the NPS score, you subtract the percentage of “detractors” (score 0-6) from the percentage of “promoters” (score 9-10).
%Promoters – %Detractors = Net Promoter Score
So, if 50% of respondents were huge fans of your product (“promoters” who gave a score of 9-10) and 20% were quite dissatisfied (“detractors” who gave a score of 0-6), then the calculation would look as so: 50-20 = 30
Your NPS score is 30.
Luckily, you don’t need to trouble yourself with the math thanks to NPS software! Let’s dive into the most loved features.
How to choose the best NPS Survey software for your SaaS biz
Each business has its own needs, so the type of NPS software you need may vary.
Whether you need responses imported from a CSV file, 3rd party integrations, or the ability to survey segmented audiences, there’s a variety of features to keep an eye out for.
Here are some of our favorite functionalities of a good NPS survey software:
- Create NPS surveys in-app
- Create a follow-up question with your NPS score survey
- Launch your NPS survey without needing help from a developer
- Segment your audience so you don’t send an NPS survey to an inactive user
- Automatically calculate your NPS score and update in real-time
- Collect unlimited responses without having to pay extra
- Tag/flag responses by common themes
- Cross-reference the scores with user behavior analytics in-app
- Customize surveys by applying your brand colors and style
The Best NPS Survey Software in 2022
After you have a firm grasp on which features are most important to you and what features you can pass on, it’s time to evaluate the tools out there!
There are plenty to choose from—some better than others. Here’s a round-up of the NPS survey software tools to look out for in 2022.
NPS feedback software #1 – Userpilot
You may have already guessed but our own product, Userpilot, is a product growth platform tool that focuses on analyzing user behavior, delivering in-app engagement through onboarding experiences (hello user onboarding!), and measuring user sentiment – including NPS surveys!
Check out the NPS survey analytics dashboard in Userpilot:
Easily create in-app NPS surveys and personalize them with a clean branded look without the need to code or use CSS:
Expertly analyze user responses and let the colorful red-to-green visuals of the score help you see how things are going with just a second’s glance.
By tagging responses collected in your qualitative questions, you can cross-reference data to see how specific patterns influence the NPS score.
Last but certainly not least, launch in-app experiences to respond to user feedback directly from the Userpilot dashboard.
In addition to collecting responses, you can get more advanced and intricate by:
- Segmenting the users based on the nature of their feedback and pairing it with other user analytics
- Targeting different in-app experiences to address different user segments either to collect more feedback or offer help
Let’s check out an example of an advanced segmentation you can create inside Userpilot:
Now let’s evaluate the pros and cons of Userpilot as your preferred NPS survey tool.
- There’s no limit to the number of survey responses you can collect – pay once and create and collect as much as you need!
- You get to create branded surveys tailored to your business – gather both quantitative and qualitative feedback with style.
- It offers advanced user segmentation – for key analyses across different segments and multiple channels.
- No code is needed for your NPS survey creation – do it yourself and lighten the load on your developers.
- You can also create in-app experiences in response to the NPS scores in the same product, totally code-free.
- Enjoy an analytics dashboard for user responses – see the big picture and the small details in one glance.
- Coming soon: tag responses and target in-app experiences based on the tags.
- Right now, it doesn’t work on mobile or third-party applications. You can run surveys on your website or a responsive web app.
Get a personalized Userpilot demo and see the tool in action. There is so much more you can do with Userpilot, than collect NPS surveys.
NPS feedback software #2 – Hotjar
Next up, there’s Hotjar. Meant to complement more traditional services like Google Analytics, Hotjar is behavior analytics and user feedback software.
With Hotjar Surveys, you can create and deploy NPS surveys either in-app or on your website. The ways surveys can be placed are three-fold: in a side popover on your webpage, as a full-screen overlay in the middle of the page the user is visiting, or as an external link.
We’ve mentioned the art of the follow-up questions, and Hotjar Surveys allow for that. There’s also a space for the user to invite your team to reach out for more feedback.
Next, Hotjar can send survey results directly to your team members for analysis. This is their “Forward Response” feature found in the dashboard, and there’s no limit to the number of survey responses you can send.
Finally, it’s important to note that while NPS surveys are available as part of Hotjar surveys, they are simply the extension of the general survey and analytics tool. Hotjar does not offer much granular control over NPS-specific data (like other platforms do). Having said that, Hotjar could be a viable option if user segmentation is not a concern for your company. Let’s recap below.
- You don’t need support from developers in order to create and send NPS surveys.
- You can customize the survey appearance.
- It allows for results to be emailed to team members for analysis, straight from the dashboard.
- You can collect unlimited survey responses.
- It offers the ability to target surveys based on user attributes.
- It offers multiple options for where surveys can appear. For example, a small widget on a webpage, full screen on a webpage, or as an external link.
- It is a general user feedback tool and does not offer granular control over NPS analytics.
- You can’t segment your audience based on user journey analytics.
NPS feedback software #3 – SatisMeter
Next in line is SatisMeter. This platform is laser-focused on tracking user sentiment. In addition, it offers one of the simplest versions of the NPS tools, perfect for your users.
As mentioned, the focus is user sentiment, so you’ll find multiple surveys to choose from including NPS, CSAT, and CES.
What’s best is that their surveys pop up in a very subtle way that doesn’t bother the user or obstruct the interface of your web or mobile app. Plus, many customizable designs are available.
We did the digging for you and can conclude that their surveys ask two main questions:
- “How likely are you to recommend us to your friends and colleagues?”
- “What could we improve?”
Unfortunately, these two questions are not customizable but they are very useful questions to implement so most companies are OK moving forward with them as is.
The main downside to SatisMeter is the pricing.
Most NPS survey software allows for the unlimited collection of surveys but SatisMeter bases its pricing on the number of responses received from the users. Because this is a standalone survey product, it means that the price increases as more and more survey responses are collected.
That’s to say, for $49/month you can collect 300 responses. Move up to $99/month and you can collect 1,000 responses. After your limit has been reached, the tool stops sending surveys until the next billing cycle.
To conclude, SatisMeter can be a good choice if you need a simple survey on a small scale. Let’s review it all together:
- The tool can integrate with over 20 third-party applications.
- It operates on web and mobile apps as well as by email.
- An unlimited number of users on your team can access, edit, and analyze the data collected.
- It boasts a simplified NPS survey design.
- You can customize based on user segmentation.
- It has very minimal NPS surveys customization, which is not helpful for the collection of multiple data points.
- The pricing is based on the number of survey responses that cap off growing or larger companies.
- It stops sending surveys when your permitted number of responses is reached.
NPS feedback software #4 – Nicereply
Looking for a way to assess how well a customer support agent served your clients or users? Nicereply may be the NPS feedback software for you.
Nicereply emails your customers right after the help desk ticket is resolved. For example, take a peek at their customer satisfaction survey below.
This survey is triggered when a help desk ticket is closed and is sent via email directly afterward. It’s simple and automated which means your support agents don’t need to reach out after a call or resolution, and your customers don’t feel bothered by constant requests for more information.
As you can see, this tool is focused on supporting customer service teams. For that reason, their pros and cons run according to that niche focus of theirs.
For starters, their in-dashboard analytics are simple and do not allow tagging or segmentation but they do provide integration with many analytics platforms.
Much like SatisMeter, Nicerpely does not allow you to collect unlimited replies. You must choose a plan and a number of replies and, contrary to SatisMeter, you will be automatically upgraded to the next level if the replies you collect exceed the number allowed in your subscription. Let’s break that all down:
- This tool specializes in supporting customer service teams.
- You can collect feedback on user sentiment at the point of interaction (email).
- It adds quantitative data to an already qualitative exchange (between the user and customer support).
- It helps you measure the human proficiency behind a customer service exchange.
- It offers multiple integration options for use with other analytics platforms.
- Its focus is email surveys following customer service help desk ticket resolution. It does not offer other user sentiment survey type collections.
- The tool has limited in-platform analytics.
- It does not allow user segmentation and response tagging.
- You cannot collect unlimited responses, and you will be automatically upgraded to the next level paid plan if you get more responses than you have paid for in your original plan.
NPS feedback software #5 – GetFeedback
Last but not least, there’s GetFeedback. This is a customer experience solution, one of the main NPS survey tools built for integration with Salesforce.
GetFeedback boasts various CX tracking tools, including the super important NPS survey of course! They support the implementation of NPS surveys across email, SMS, and web and mobile apps. You can deliver surveys where users are, or follow up after.
You can also benefit from their rich resources if you want to learn how to more effectively collect and act on user sentiment.
As for pricing, it’s important to note that the GetFeedback pricing page drives you to contact their sales team. It does not give concrete details as to how much each plan costs. When this happens with SaaS tools, it’s mainly because they want to focus their efforts on offering enterprise solutions.
Their pricing, along with their integration with Salesforce, makes them a great tool for large enterprises but a possible mismatch for small to medium-size businesses. They do offer integration with other CX platforms.
We did find that GetFeedback does not allow you to collect unlimited collection of survey responses. You have to pay to unlock responses you receive over your limit, much like Nicereply.
Let’s recap this tool:
- It’s a CX tracking platform with powerful analytics tools.
- It operates with email, web apps, mobile apps, and SMS.
- You can opt for user segmentation for more targeted outreach.
- You can enjoy unified input, including NPS scores, from across all channels.
- It supports integration with Salesforce although their integrations are not limited to that platform.
- You cannot collect unlimited responses, and you have to pay to unlock the next level paid plan if need to collect more that month.
- The pricing is not transparent and seems to focus on enterprise solutions. It is a possible mismatch for small to medium-size business users who may just need an off-the-shelf solution.
Which NPS feedback software is best for SaaS?
Understanding how satisfied your users are with your SaaS tool is crucial. And it’s clear that there’s no way to efficiently collect NPS data without the right software.
Yet with so many solutions on the market, it can feel almost impossible to decide which option would be right for your SaaS. SaaS companies typically need NPS surveys to deliver actionable insights and offer integration with other software.
You’ll also need something focused on web apps, point of contact delivery of surveys, and not just a service focused on email, SMS, or mobile apps. That’s why we recommend Userpilot as the #1 NPS feedback software for SaaS.
With Userpilot by your side, you can collect feedback with personalized and automated responses within your website and web apps.
Userpilot offers robust segmentation options based on both NPS scores and other user behavior metrics.
Take advantage of all this:
- Create NPS surveys where your users are — no-code, no developers needed
- Craft follow-up questions for your NPS survey
- Collect unlimited responses at no extra cost
- Segment the audience and automate responses based on user responses
- Tag responses from users for later analysis
This means the ultimate customization is possible and the best in-product experience for your users.
Not every company has the same needs when it comes to how they want to measure and improve customer satisfaction.
Some businesses only need an overview of the customers’ basic attitudes towards the product. Others need to dig deeper and analyze how to improve their score and user sentiment.
Depending on your needs, you have different options!
Want to get started with NPS customer feedback software? Get a Userpilot Demo and see how you can collect unlimited feedback with personalized and automated responses in no time.