Wednesday, February 15, 2023
8 Best Net Promoter Score ® (NPS) tools & software
Net Promoter Score (NPS) is one of the most popular metrics for measuring customer satisfaction and loyalty. It is easy to implement and is considered to be an affordable way to get insights for businesses on how they are doing. In fact, many investors are looking into NPS scores to understand the potential of the business.
No surprise, NPS surveys are offered by many software companies in free and premium versions.
Before we move on with the list, it is important to mention that the term Net Promoter Score is a registered trademark by Fred Reichheld. Companies willing to use this trademark in their product description need to apply for trademark usage and pay the affiliate fee.
This does not mean that you can not create an NPS survey using other tools. There are plenty of online feedback forms and survey tools offering features to create and calculate NPS. Some of the tools may offer the same survey just named differently.
We will look into some of the most prominent tools and software you can use to create NPS surveys.
Typeform
Typeform is a popular and widely used software to create forms, online surveys, and quizzes. Typeform offers rich design options along with powerful integrations to quickly move data to your favorite CRM or data analysis tool.
The software is available in a free version which allows the creation of non-branded forms. The premium version starts from $24/month and includes more advanced features along with higher limits for response collection.
Hotjar
Hotjar is probably the most popular tool on the list with online surveys being one part of their product package. Hotjar allows you to gather feedback from your customers and follow their activities with the help of recordings and heatmaps.
Hotjar offers Net Promoter Score surveys out of the box with options to include them on your website or send surveys to your customers via email. It also offers an easy way to monitor your NPS results over time.
Hotjar offers a free version which is limited to 3 surveys while premium plans start from $48/month for 250 responses.
SurveyMonkey
Another licensed Net Promoter Score survey provider, SurveyMonkey offers a wide range of different customer satisfaction surveys.
SurveyMonkey allows collecting feedback from your customers via multiple channels including websites, messengers, email, and mobile apps.
The free plan offers an option to create surveys and receive a limited number of responses. Premium plans have higher response limits with additional features and start from $30/month.
Omnisome
Omnisome is a customer satisfaction and feedback platform that allows customers to measure loyalty and engagement by conducting surveys. Users can create on-site and hosted surveys. Hosted surveys are hosted on the Omnisome side and are available via unique links.
Omnisome offers an easy-to-use wizard to adust surveys to different types and provides an automatic calculation of the satisfaction score. It also allows you to monitor changes in your score over time and add milestones to your timeline.
Omnisome offers a free version suitable for startup businesses and premium packages starting from $12/month. The benefit of Omnisome is that it will collect data also after exceeding your limits and offer an update option.
SurveySparrow
SurveySparrow is a customer experience platform that helps not only to introduce surveys but also to build automation. Apart from surveys, SurveySparrow also offers ways to interact with your customers via other channels such as chat.
The free plan allows you to collect up to 100 responses monthly, while the premium plans start from $19/month and have sufficient limits.
HubSpot
A behemoth among online tools, HubSpot offers an all-in-one solution for everything related to marketing, sales, and customer service.
With HubSpot, you can create forms to instantly get customer data into their CRM. An advanced configuration and segmentation allow you to instantly segment users.
While there is a free version of HubSpot available, you will soon see yourself aiming for the premium one which may be very costly. Plus, it may require quite a bit of effort to set all things up.
At the same time, if you are looking for “a tool to rule them all”, HubSpot should be on your radar.
Delighted
Delighted is a tool designed to create and manage customer experience surveys of different types. Within minutes you can set up NPS, eNPS, CES, and CSAT surveys for your business.
You can serve Delight surveys via different channels - web, email, or use iOS SDK to integrate them into your mobile apps.
The free version of Delighted offers one integration and one survey type of your choice. The premium packages offer higher response and survey limits starting from $224/month.
Survicate
Survicate is a user journey survey software that helps you gather feedback from your customers via mobile, email, website, or in-product.
Survicate comes with a bunch of integration options for tools like ActiveCampaign, HubSpot, Mailchimp, and others.
The free is pretty powerful with no response limits like other alternatives, but has a time limit per survey which may be problematic since you may want to collect NPS on a regular basis. The premium plans start $89/month with no limitations in time.
Conclusions
With all the prominent tools listed and multiple more available on the web it can be tricky to choose the right one.
When it comes to making a final call, it is recommended to compare the usage limits, flexibility, and pricing plans. Your business will surely grow and the amount responses you get from the Net Promoter Score surveys will increase exponentially.
At the same time, most of the tools come with the free version available which allows you to test out different platforms.
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