Categories   >   NPS Software
Last Reviewed: November 15th, 2024

Best NPS Software Of 2024

What is NPS Software?

Net Promoter Score (NPS) software is a tool that enables businesses to gauge the loyalty and potential advocacy of their customers. Its primary function is to collect, analyze, and interpret data through customer responses to a single question: "How likely are you to recommend our company to a friend or colleague?" The algorithm categorizes respondents into promoters, passives, and detractors, and delivers an overall score ranging from -100 (all detractors) to 100 (all promoters). NPS software is beneficial to a myriad of industries, particularly those focused on customer service and retention. It's a reliable predictor of growth, helps identify areas that need improvement, and supports decision-making processes based on real customer insights. However, sole reliance on NPS may oversimplify complex customer experiences. Despite this limitation, NPS software's overarching value lies in discerning overall customer sentiment and its impact on a company's future prosperity.

What Are The Key Benefits of NPS Software?

  • Promotes customer loyalty measurement
  • Guides customer-centered strategies
  • Enables benchmarking against competitors
  • Facilitates feedback collection automation
  • Drives service and product improvement
  • Supports customer experience analysis
  • Bridges communication with customers
  • Identifies growth opportunities
  • Streamlines reporting and statistics
  • Boosts customer retention rates
Read more

Overall

Based on the latest available data collected by SelectHub for 21 solutions, we determined the following solutions are the best NPS Software overall:

Qualtrics XM
Qualtrics XM
Start Price
$1,500
Annually
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Qualtrics XM

Over the past year, Qualtrics XM has emerged as a robust platform in the realm of customer experience management, distinguishing itself through a blend of comprehensive analytics, user-friendly design, and versatile survey tools. Users have lauded its ability to gather and analyze customer feedback across multiple channels, offering deep insights that drive strategic decisions. A standout feature is its predictive intelligence capabilities, which not only analyze past customer behavior but also forecast future trends, setting it apart from competitors like SurveyMonkey and Zendesk. However, some users have noted a steep learning curve and higher price point as potential barriers, particularly for smaller businesses or those with limited technical resources.

Despite these challenges, the depth of customization and integration options available with Qualtrics XM is frequently highlighted as a significant advantage. Users can tailor surveys and reports to meet specific needs, integrating data from various sources for a holistic view of the customer experience. This level of customization and integration is often cited as a key differentiator from other platforms, which may offer more out-of-the-box solutions but less flexibility. The importance of this cannot be overstated, as it allows businesses to adapt quickly to changing customer expectations and market dynamics.

Qualtrics XM is best suited for medium to large enterprises that prioritize a deep understanding of their customer experience and are willing to invest in a comprehensive platform. Its advanced analytics, predictive capabilities, and customization options make it particularly valuable for organizations that operate in dynamic industries or have a diverse customer base. While the initial investment in time and resources may be higher, the potential for actionable insights and strategic decision-making justifies the commitment for businesses focused on long-term customer satisfaction and loyalty.

Pros & Cons

  • Sophisticated Survey Design: Qualtrics XM offers a wide range of question types and logic options, enabling users to create complex and nuanced surveys that yield richer insights. The platform's user-friendly interface makes it easy to design surveys, even for those with limited experience.
  • Robust Reporting and Analytics: Qualtrics XM provides powerful reporting and analytics tools that allow users to easily analyze survey data and generate meaningful insights. Users can create custom reports, dashboards, and data visualizations to track key metrics and trends over time.
  • Actionable Insights: Qualtrics XM goes beyond simply collecting data; it helps users turn data into actionable insights. The platform's text analytics and sentiment analysis capabilities allow users to understand the underlying emotions and opinions expressed in survey responses, providing valuable context for decision-making.
  • Integrations and Partnerships: Qualtrics XM integrates with a wide range of third-party tools and platforms, such as CRM systems, marketing automation platforms, and social media platforms. These integrations allow users to connect survey data with other business data sources, providing a more holistic view of the customer experience.
  • Steep Learning Curve: The platform's extensive features and functionalities can be overwhelming for new users, requiring significant time investment to master. This complexity can hinder adoption and limit the ability to fully leverage its capabilities.
  • Cost: Qualtrics XM is known for its premium pricing, which may be prohibitive for smaller businesses or those with limited budgets. The pricing structure can also be complex, making it difficult to predict and manage costs effectively.
  • Mobile App Limitations: The mobile app's functionality is limited compared to the web version, restricting users' ability to manage and analyze data on the go. This can be inconvenient for teams that require flexibility and remote access.

Key Features

  • Automation: Automatically deliver recommended actions and notifications to the appropriate teams. Use drag-and-drop integrations to create a unified system of action within CRMs, ticketing platforms and messaging apps. 
  • Digital Optimization: Streamline customer engagement on digital channels. 
    • Customer Targeting: Deliver more personalized and relevant content to customers. Analyze customer behavior through targeted assessment. 
    • Apps: Optimize in-app experiences to improve brand reputation. Monitor app store reviews and automatically send recommended solutions to team members. 
    • Feedback: Gather feedback across every digital touchpoint and convert it into actionable insights. Gain insights about new digital products and services in real time. Connect with customers via app, web, chat or SMS. 
    • Customer Satisfaction: Use advanced statistics to compare customer journeys with their satisfaction scores. 
  • Dashboards: Collect feedback, design digital listening posts and create programs through intuitive dashboards. Use drag-and-drop modules to deliver feedback surveys across apps, mobile and web. 
  • Artificial Intelligence: Discover trends and patterns, and predict customer behavior via AI modules. 
    • Customer Behavior: Automatically view actions that enhance customer experience. 
    • Customer Interactions: Analyze comments from multiple sources like social media, chatbots, surveys, websites and more. Identify engagement across customer touchpoints. Analyze phone calls to uncover insights and track agents’ performance.  
    • Critical Issues: Monitor urgent issues and automatically follow-up via texts. 
    • Industry Knowledge: Leverage pre-built, industry-specific topic libraries. 
    • Statistical Analysis and Testing: Implement regressions, correlations, pivot tables, crosstabs, conjoint and cluster analysis. Automatically run relevant tests by computing data. 
  • Reputation Management: Extract data from online channels, automatically request positive reviews and publicly counter negative ones. Analyze user sentiment, track location-specific trends and get an overview of brand reputation across all digital channels. 
  • Personalization: Reduce churn by identifying at-risk clients and anticipating behaviors. Create tickets for queries and concerns, facilitating quick follow-ups. Connect with customers through SMS, chatbots, email, websites, apps and more to deliver personalized interactions. 
  • Voice of Customers (VoC): Base critical business decisions around customers. Gather real-time insights on crucial satisfaction drivers for first-time and regular clients. Deliver customized products, features and add-ons. 
  • NPS: Optimize the customer experience, identify dissatisfied customers, segment them by loyalty, compare against competitors and industry benchmarks, and track product improvements via the Net Promoter® Score. 
  • Feedback Management: Take quick actions on customer feedback with ticketing systems, resolution tracking and root cause, and text and statistical analysis. Automatically convert feedback into tickets by setting triggers. Monitor tickets, customer satisfaction, team productivity and first call resolution through role-based dashboards. 
  • Surveys: Increase brand awareness and customer retention through surveys. Use the drag-and-drop user interface to create customizable surveys or opt for pre-built ones. Deliver surveys across all channels like email, text, offline and native apps, chatbots and more. 
  • Integrations: Connect existing tech stacks with Google Analytics, Genesys Cloud, Salesforce, SlackIntegromat, Infotools, Adobe Analytics, Zapier, Quantum Metric and more. 
  • Security: Ensure data protection with encryption, FedRAMP authorization and ISO27001 and HITRUST certifications. Provides password-protected accounts, single sign-on and multi-factor authentication, user logs monitoring and data backups. 
Zendesk
Zendesk
Start Price
$55
Per User, Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Zendesk

Zendesk For Service offers streamlined tools for businesses of all sizes. It excels in features like ticket management, collaboration and knowledge management. Its interface is easy to use and understand, and there are plenty of onboarding resources for new users. The platform also offers numerous integrations with programs like CRM systems, project management tools and collaboration tools like Slack.

While users praised the comprehensive features and level of customization offered by the platform, they also said that this can make the learning curve steeper. Some customers were also disappointed by the lack of advanced reporting tools, the unresponsiveness of customer support and high cost for small businesses. All in all, Zendesk is a scalable and feature-rich solution for businesses looking for an efficient ticketing and support tool.

Pros & Cons

  • Ticket Management: 83% of users who talked about Zendesk’s ticket management features had a positive experience and praised the platform.
  • Ease of Use: 64% of users who talked about their onboarding and general experience using the platform said Zendesk was easy to use and learn.
  • Integrations: 57% of reviewers who mentioned integrations were happy with the range and variety of integrations available.
  • Knowledge Management: 83% of users who mentioned using the knowledge management and help center tools said they had a positive experience.
  • Collaboration: 92% of users who talked about Zendesk’s collaboration tools said that the platform made external and internal collaboration and communication easier.
  • Reporting: 55% of users who talked about the platform’s reporting and analytics tools complained about the lack of advanced reporting tools, especially on cheaper plans.
  • Customer Support: 70% of users who talked about contacting Zendesk customer service expressed dissatisfaction with their experience.
  • Cost: 100% of users who talked about pricing said that the cost of the platform was quite high for small businesses and businesses in developing countries.

Key Features

  • Ticketing System: Offer high-quality customer support across various channels with pre-built dashboards, automation, customer ticket fields and dynamic forms. Avoid misplacing tickets, produce faster resolution and boost the bandwidth via robust tools such as CSAT ratings, routing, service-level agreements and time tracking. 
  • Omnichannel Support: Offer quick and seamless customer support through multiple channels including email, phone, chat, customized chatbots, a website, WhatsApp, messaging, Facebook and Twitter to ensure faster resolutions 
  • Messaging and Live Chat: Engage in long-term, personalized conversations with customers to deliver instant support without any repetitions. Help customers get instant answers via bots and integrated programs with the ability to turn to a live agent whenever needed. 
  • Help Center: Give customers access to knowledge base articles and automated suggestion pop-ups to enable a streamlined and efficient self-service. Convert essential issues in the community into resolvable tickets and update reusable content from help centers and articles through content blocks. 
  • Voice Support: Deliver instant support to customers with a cloud-based voice solution, plug into 90+ telephone providers. Extend voice capabilities with services including redaction, quality assurance and advanced call transcriptions. 
  • Community Forums: Create a platform for customers to collaborate, provide feedback, review the product, and answer other user’s questions. Help them reach out for the most relevant services. 
  • Reporting and Analytics: Analyze how customers use websites, products, services and various support channels. Determine ways to improve the experience by getting instant access to insights and identifying problem areas via customizable, pre-built dashboards. 
  • Knowledge Base: Help customers get to know the services and products better by creating easy-to-read articles with rich formatting and translations to 40+ languages for a localized customer experience. 
Podium
Podium
Start Price
$0
Quote-based
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Reviews: Receive notifications of new reviews in a single inbox for instant management. Integration with ERP, POS and CRM systems facilitates sending automated and customizable invitations to customers that help generate reviews. Monitor and compare company and competitor reviews to improve services. 
  • Automated Interactions: Strengthen customer engagement using an automated messaging system to interact with them. Send appointment reminders, request feedback and follow up on previous queries using SMS, Facebook Messenger and WhatsApp. 
  • Teamchat: Via one-on-one and group messaging, teams can discuss reviews, study customer questions and communicate developments through a centralized platform without needing emails, phone calls and other applications. 
  • Performance Analytics: Assess overall business performance. Its analytics package includes reports indicating key business metrics like leads generated, average site rating, total active conversations and reviews, median response time and more. 
  • Payments: Collect payments through options like Google Pay, HAS, Apple Pay, credit and debit cards, and bank transfers. Share payment links with customers via text messages. Incurs transaction fees for payments initiated. Provides instant refunds, invoices and fraud protection. 
  • Inbox: Organize customer conversations in a centralized location. View interaction history and customer profiles for context. Mark messages as read and unread, and allocate them to team members. Provides role-based permissions, customizable templates and automates responses. 
  • SMS Marketing Campaigns: Deliver brand-specific marketing campaigns via SMS. Evaluate their performance and results through the dashboard. 
  • Webchat: Use a chat widget on websites to initiate conversations, schedule appointments and answer queries. Customize it to add brand-centric greetings and avatars. Transfer conversations to different channels and auto-respond to FAQs. 
  • Video Chat: Personalize interactions by connecting with customers through secure video chat. Schedule virtual appointments, share screens and flip between selfie and regular mode.  
UserTesting
UserTesting
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Testing: Connect with customers and gain insights through easy-to-use testing tools. Test prototypes, websites, app designs, campaigns, concepts and more. Provides usability, A/B and information architecture testing. 
    • Customizable Tests: Create customized tests — ask open-ended, multiple-choice and rating scale questions — or launch pre-formatted tests. 
    • Targeting: Target intended audiences via the “My Panel” and “My Recruit” modules. 
    • Tasks: Create and organize tasks in an integrated dashboard with a drag-and-drop interface. 
  • Feedback: Receive instant feedback on product issues, advertising campaigns, promotions and brands. Enhance marketing campaigns, gain a competitive edge and boost channel performance by connecting with customers, employees and partners. 
  • Integrations: Leverage integrations with other systems and technologies to extend functionality and increase data visibility. 
    • Technical Integrations: Share insights, schedule live conversations, add videos and clips, and launch tests by accessing connections with Jira, Slack, Trello, Outlook and Google Calendar. 
    • Ecosystem: Conduct quantitative studies by integrating with Qualtrics, SurveyMonkey and Medallia. Design prototypes through Adobe XD, InVision, Sketch and Figma. Transform data into insights via Adobe Analytics, Google Analytics and Pendo. 
  • Mobile Testing: Run customizable mobile tests to improve experiences and uncover insights on app abandonment and usage. Conduct tests on iOS and Android mobile devices and tablets. Test unreleased and live apps, mobile prototypes and AR/VR and web-based experiences. Leverage the tester’s camera and use the full-screen recording solution to get direct feedback. 
  • Video Interviews: Schedule instant one-on-one interviews with target customers through a live conversation module. Ask follow-up questions, note important details and pick up non-verbal cues. Supports multiple time zones, screen sharing and recording. 
  • Customer Network: Get access to diverse and vetted customer groups through the contributor network. Select audience demographically using advanced targeting. 
  • Security: Protect data with 256-bit AES encryption and Amazon Web Services, which also offers property data storage. Provides disaster recovery, service authentication, restricted access and single sign-on options. 
Acoustic
Acoustic
Start Price
$0
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Analytics: Optimize experience, observe user intentions, identify at-risk customers and measure campaign performance by leveraging the analytical module. 
    • Digital Analytics: Gather insights on visitors and conversion rates across all digital channels. 
    • Customer Analytics: Analyze behavior data at individual and multi-channel levels. Collect information across several touchpoints to investigate customer abandonment, action replication and task duration. 
    • Dashboards and Reporting: Glean shareable insights and digital metrics via easy-to-use dashboards. Monitor purchases and objectives to understand clients’ lifetime value. 
  • Personalizations: Increase engagement by delivering brand-centric, customized buying experiences and relevant product suggestions. Create targeted marketing campaigns based on defined segments. Implement A/B testing for web channels and receive notifications post-completion. 
  • Content Management: Manage content creation, implementation and other processes within an AI-based system. 
    • Content Repository: Easily search in a unified repository and pull up templates, approvals, publishing reviews and more. Store content and media in a centralized place and deliver consistent content across all channels. Add reusable and repurposable copies, images and other assets. 
    • Content Creation: Create content for use across multiple touchpoints like emails and landing pages. Pick layouts, edit pages, implement and mobilize content, and search through the library. Access Shutterstock’s editor and more than 200 million content pieces. Distinguish product- or brand-specific items by identifying elements and characteristics. 
  • Campaign Management: Enhance engagement and appeal to new clients by creating personalized, multi-channel campaigns. Target specific audiences based on preferences, behavioral patterns and profiles. Measure performance, clicks, unsubscribes and opens through customizable dashboards. Facilitates email, social media, SMS and mobile marketing. 
  • Mobile Optimization: Streamline experiences across all touchpoints through the AI-powered mobile marketing module. Deliver tailored content, automate communications and understand mobile-based journeys. 
  • Integrations: Access pre-built and click-to-connect integrations with Salesforce, SugarCRM, Google Analytics and more. 
  • Website Interactions: Track what customers see and the actions they take on web and mobile devices. Visualize customer behavior on web pages through heat maps. Replay and record all sessions, and send them to the legal or compliance team, as needed. 
  • Digital Experience Management: Capture, manage and observe visitor interactions. 
    • Call Center Data: Connect online data with call centers. Predict spikes and dips in calls to prepare teams for quick issue resolutions. 
    • Protection: Detect counterfeit activities and time-sensitive opportunities. 
    • Reporting: Gain real-time insights on customer abandonment, business health and errors. Maintain comprehensive reports that can be sent to decision-makers. 
Hotjar
Hotjar
Start Price
$0
Annual, Free
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Heatmaps: Visualize where visitors are clicking, scrolling and moving on the website. Analyze user behavior to uncover successful elements and identify underperforming pages. Compare engagement levels on multiple devices and detect problems like unclickable links and broken forms. Run A/B tests to observe changes. 
  • Recording: Monitor what visitors see on the website through live playbacks. View complete recordings to observe mouse and rage clicks and retractions. Use filter recording to identify obstacles and frustration points instantly. Upload custom data to filter recordings based on customer segments like loyalty, at-risk and spendthrift. 
  • Surveys: Use surveys to discover reasons for potential obstacles, customer churn and product likability, and gather insights on new launches. Generate customizable surveys that measure customer satisfaction and loyalty metrics like NPS, CSAT and CES. 
  • Feedback: Capture positive or negative customer reactions in real time. Set benchmarks like user ratings to discover problematic aspects and low-performing pages. Collect localized input in more than 40 languages. 
  • Integrations: Leverage connections with Google Optimize, Slack, Zapier, Segment, Hubspot and Omniconvert. 
  • Security: Ensure data protection through Amazon Web Services. Provides internal and external checkpoints in applications. It is PCI compliant and ISO-27001 certified. 
Genesys
Genesys
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Chatbots: Deliver instant, personalized and automated services via bots. Let customers use self-service for simple queries and seamlessly hand-over conversations to live agents when necessary. Build conversational bots and use them on multiple platforms like Google, IBM, Facebook Messenger, Whatsapp and Apple Business Chat. 
  • Email: Enhance the customer experience with quick issue resolution and personalized responses. Respond faster by using customizable canned responses. 
    • Intelligent Routing: Deliver emails to appropriate agents or a shared mailbox according to priority, business rules and resource availability.  
    • Blocking and Virus Protection: Block specific addresses from sending emails to agents. Protects against spam and viruses. 
    • Text Formatting and Images: Add bullets and number lists, change colors, highlight text and attach files and images. 
  • Voicebots: Deploy automated support across all channels through AI-powered voicebots. Create task-specific bots for bills or account administration through the drag-and-drop builder. Provides cross-selling and up-selling opportunities via personalized recommendations. 
  • Live Chat: Facilitate real-time, two-way conversations by providing personalized support and additional details to customers via the live chat widget. Reach out to customers based on web page activity by assigning several triggers like behavior, availability and segmentation. Provides skill-based routing, post-chat surveys, typing indicators and channel escalation options. 
  • Integrations: Via open APIs, connect existing tech infrastructure with webhooks, CRMs, PBX, ACD, pre-built and third-party applications, and other legacy solutions. 
  • Messaging: Connect with customers on Facebook Messenger, Whatsapp, WeChat, SMS and other chat platforms. Route conversations to agents with contextual information for faster issue resolution. Optimize messaging experiences by using interactive elements and suggested actions. 
  • Reporting: Convert customer interactions across all touchpoints into actionable insights. 
    • KPIs and SLAs: Track relevant metrics to measure resolution rates and customer satisfaction. Compare historical and real-time data. Filter, save and export details. 
    • Tracking: Monitor customer journeys to make proactive decisions at the right time. 
    • Analytics: Analyze call recordings and text conversations on email, social media or chat to uncover insights and identify issues. Measure previous and real-time email performance. Use predictive analytics to anticipate customer interactions and discover trends. Provides data visualization modules. 
    • Dashboards: Access data through real-time, configurable dashboards and add necessary parameters and filters. 
  • Routing: Assign appropriate agents to customers based on their needs and preferences. Use predictive routing to prioritize tasks and anticipate outcomes. Reduce resolution time by shifting from one channel to another without losing context. Build customer and agent profiles for personalized interactions. 
  • Security: Protect public or private cloud-enabled call center platforms and secure data through firewall capabilities and its signature-based Network Intrusion Detection system. Provides multi-stage authentication and 24/7 CCTV surveillance at data centers. PCI Level 1 and HIPAA Compliant, and SOC 2 certified. 
Birdeye
Birdeye
Start Price
$300
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Birdeye

Birdeye is a business reputation management software that enables users to collect reviews, run surveys, convert leads, get referrals and more to drive customer engagement and grow their businesses. Positive user reviews mentioned it offers an intuitive platform with top-notch customer service and a variety of features to meet industry-specific requirements.
According to negative reviews, new features cost extra and are not bundled in with existing plans, listings are difficult to set up and maintain, email notifications are not detailed and the solution, as a whole, is expensive.

Pros & Cons

  • Usability: The software is visually appealing and easy to understand, according to 96% of users who mentioned this.
  • Customer Service: 100% of users who reviewed this aspect said the support is top-notch and service reps are informative.
  • Reporting: About 74% of users who mentioned this said the reports are easy to understand and generate.
  • Features: Regarding this aspect, approximately 70% of users said that the solution offers a range of dynamic features suited to various needs.
  • Pricing: About 60% of users said the software is not cost-effective.
  • Customer Support Issues: Difficulty reaching support representatives in a timely manner and a lack of responsiveness to customer inquiries have been reported.
  • Technical Issues: Users have experienced challenges with software functionality, including problems with review generation and data syncing.
  • Pricing Concerns: The cost of Birdeye's services has been cited as a drawback, particularly for small businesses with limited budgets.

Key Features

  • Online Reviews: Generate and manage online reviews to improve SEO performance and attract new customers. Set up customizable widgets for reviews, get instant notifications and share them on company websites and social media. Send review invitations and publish them on Amazon, Facebook, Healthgrades, Zillow and other platforms through a centralized dashboard. 
  • Unified Inbox: Manage conversations in a single inbox with advanced features. Send attachments and images, get automated review responses and assign individual chats to specific teammates. View customers' Experience Scores and interaction history to generate specific responses and access reviews, referrals, surveys, texts, emails, voicemails and more in one place. 
  • Surveys: Create surveys with a range of question types, advanced display logic and an intuitive UI. Send feedback surveys, internal employee surveys, two-way interactive Pulse Surveys and more. Turn surveys into text conversations with Robin Automation. Follow up with respondents using email, video or chat conversations, alert the team on survey responses and turn survey feedback into actionable insights. 
  • Reports: Access various reports built using data from a business profile and customer reviews in chart and table formats. Monitor review and rating performance over time. View and track platform usage, visitors, average response time and campaign performance, among other metrics. Download reports in PDF and Excel formats. 
  • Webchat: Add a customizable chat widget to the website and program it with a manual response system. Provide automated messages to accept appointments, share hours of operation and respond to emergencies. Engage visitors with real-time conversations, generate leads using business texting and understand how visitors use webchat with the help of Google Analytics. 
  • Pages: Optimize SEO by creating mobile-friendly custom pages for every location. Customize pages to include brand-specific content, business hours and online reviews. Add advanced search options and let customers search by city, zip code and interactive maps. Manage data in a centralized repository. 
  • Integrations: Connect with CRMs, accounting systems, business management tools, eCommerce solutions and more. 
  • Ticket Management: Resolve issues quickly by converting responses, texts, WebChat messages, social comments and reviews into support tickets. Automatically generate workflows based on certain triggers like ratings, reviews and keywords. Assign tickets to team members and filter them based on priority. Track status, response rate and resolution time. 
Canny
Canny
Start Price
$150
Monthly
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Why We Picked Canny

Canny has received high marks from users over the last year, with an average rating of 4.5 out of 5 stars. It is praised for its intuitive interface, powerful features, and excellent customer support. One of Canny's key strengths is its ability to collect and organize customer feedback, making it easy for teams to identify and prioritize issues. Its roadmap feature is also highly valued, as it allows teams to plan and track their progress on customer-driven initiatives.

Canny compares favorably to similar products in several ways. First, its focus on customer feedback sets it apart from other tools that prioritize internal communication. Second, its powerful analytics and reporting capabilities give teams deep insights into customer sentiment and behavior. Third, Canny's roadmap feature is unique in its ability to link customer feedback directly to product development, ensuring that customer needs are met.

These differentiating factors are important because they enable teams to build products and services that are truly customer-centric. By understanding customer needs and feedback, teams can make better decisions and deliver a better customer experience. Canny is most suited for companies that are committed to customer-centricity and want to improve their product development process. Its powerful features and ease of use make it an ideal tool for teams of all sizes.

Pros & Cons

  • Customer Feedback Hub: Centralizes all customer feedback from various channels, providing a comprehensive view of customer sentiment and requests.
  • Feedback Prioritization: Enables users to prioritize feedback based on customer demand, impact, and alignment with business objectives.
  • Roadmap Planning: Integrates with product roadmap tools to help teams plan and track feature development based on customer feedback.
  • Customer Engagement: Provides channels for customers to engage with the product team, share ideas, and track the progress of their feedback.
  • Analytics and Reporting: Offers robust analytics and reporting capabilities to measure the impact of customer feedback on product development and customer satisfaction.
  • Lack of Customization: Canny's user interface is inflexible, making it challenging to tailor the software to specific team needs and branding guidelines.
  • Limited Reporting Capabilities: Canny's reporting features are basic, providing limited insights into customer feedback and product roadmap progress.
  • Slow Response Times: Users have reported experiencing delays in Canny's response time, affecting their ability to efficiently manage customer feedback.
  • Lack of Integrations: Canny's limited integrations with other tools make it difficult to connect with existing workflows and software.
  • Pricing Concerns: Some users have expressed concerns about Canny's pricing model, finding it expensive for the value provided.

Key Features

  • Feedback Management: Collect customer feedback from multiple sources in a centralized place. Create a uniform data gathering process across the entire team. 
    • Comments: Ensure important reviews stay on top. Enhance readability by formatting posts. 
    • Customization: Incorporate brand logo, colors and prompts. 
    • Board: Gather insights privately and publicly through a feedback board. Limit access to boards by selecting privacy settings. Add custom fields like company type and monthly expenditure.
    • Profiles: Tie feedback with existing accounts and automatically categorize similar requests. See votes from customers on their profiles. 
  • Segmentation: Make informed product decisions by segmenting feedback data into groups, tags and categories. 
  • Project Management: Sync with project management tools and see statuses in real time. Store product backlogs in the system. 
  • Roadmapping: Create public and private roadmaps. Rank and score components, and organize them based on priority. Set feature availability estimates and customize prioritization according to relevant factors. 
  • Communication: Keep customers and stakeholders in the loop about product updates and new features. Schedule releases, close feedback threads and add custom labels in the product changelog. 
  • Integrations: Leverage connections with Salesforce, Microsoft Teams, Slack, Intercom, Zapier, Zendesk, Jira, GitHub, Integrately and more. 
  • Security: Protect data through Amazon Web Services and SSL encryption. SOC 2 certified. 
Sprinklr
Sprinklr
Start Price
$199
Quote-based
Company Size
Small Medium Large
Deployment
Cloud On-Premise
Platform
Mac Windows Linux Chromebook Android
Request Pricing Request Demo

Key Features

  • Case Management: Quickly resolve issues by identifying sentiments and automatically routing customers to the appropriate resources and agents. 
  • Omnichannel: Engage with customers across several channels, including messaging platforms, social media sites, virtual communities and more. 
  • Self-Service Chatbots: Use conversational bots to solve general and recurring customer queries at scale. Humanize automated interactions by following language change, context and cues; seamlessly hand-over to agents when necessary. Customize chatbots for every channel. 
  • Digital Community: Provide customers with a forum to post their issues and solutions. 
  • Feedback: Gather feedback in real time and across multiple digital channels through CSAT and NPS surveys. Segment results based on locations, channels, products, queues and groups. Automatically receive alerts for negative sentiment. 
  • Dashboards: Monitor performance, customer sentiment and crucial KPIs and SLAs.s 

COMPARE THE BEST NPS Software

Select up to 2 Products from the list below to compare

 
Product
Score
i
SelectHub’s Analyst Rating is based on data from our 400+ point analysis of NPS Software, user reviews, and our own crowd-sourced data from our free software selection platform. Scores are periodically updated via ongoing selection projects and user activity within our platform.
Start Price
Free Trial
Company Size
Deployment
Platform
Logo
Qualtrics XM
$1,500
Annually
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Qualtrics XM
Zendesk
$55
Per User, Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Zendesk
Podium
$0
Quote-based
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Podium
UserTesting
Still gathering data
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
UserTesting
Acoustic
$0
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Acoustic
Hotjar
$0
Annual, Free
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Hotjar
Genesys
Still gathering data
No
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Genesys
Birdeye
$300
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Birdeye
Canny
$150
Monthly
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Canny
Sprinklr
$199
Quote-based
Yes
Small Medium Large
Cloud On-Premise
Mac Windows Linux Chromebook Android
Sprinklr

Buyer's Guide

NPS Software Is All About Measuring Customer Loyalty 

By Saumya Anand, Market Analyst at SelectHub

NPS Software BG Intro

Do you feel you’re unable to ascertain what your customers feel about your brand? Or do you want to gauge how loyal your customers are? Then Net Promoter Score® (NPS) is your knight in shining armor! NPS software gathers NPS feedback to help businesses estimate customer loyalty and improve their game.

The software streamlines your feedback collection process and delivers crucial customer metrics. However, with so many systems offering NPS programs, product selection may get tricky. This buyer’s guide is a crash course in choosing the best possible solution. We cover everything from its benefits and features to formulating a comprehensive comparison strategy.

Executive Summary

  • NPS software allows you to gather insightful customer feedback.
  • You can collect qualitative data, deliver personalized surveys and boost customer loyalty.
  • It offers features like customization, advanced targeting and reporting.
  • Before zeroing in on a solution, asking questions internally and externally is crucial.
What This Guide Covers:

What Is NPS Software?

NPS software is a survey tool installed on digital channels to collect and analyze NPS scores. It streamlines feedback collection by storing NPS results, monitoring fluctuations in scores and delivering data-based insights.

But what exactly is NPS?

NPS Software Categories

Net Promoter Score or NPS is a customer experience metric that measures customer loyalty and business growth. With an NPS survey, you can quantify customer perception through a straightforward question, “On a scale of 0-10, how likely are you to recommend this product/service to your friends or colleagues?”

Respondents fall into three categories based on their responses:

  • Promoters (score 9-10) are loyal customers who’ll likely be repeat buyers and drive business growth.
  • Passives (score 7-8) are satisfied with your products or services but not enthused enough to recommend you to their friends.
  • Detractors (score 0-6) are dissatisfied with your offerings and unlikely to buy from you again. They may even dissuade their peers from purchasing your products.

You can deploy NPS surveys via multiple channels like emails, SMS, chatbots and websites. It can help you identify at-risk customers, segment them by loyalty and discover key drivers. With the data collected over time, you can set internal benchmarks and compare them against industry standards. After the standard NPS survey, you can ask follow-up questions to uncover a customer’s reasoning behind the score.

It’s possible to incorporate NPS surveys into your digital channels as an add-on or a CX module. But a full-fledged NPS software offers a more sophisticated way to gauge customer satisfaction. It allows you to:

  • Create and send NPS surveys across several channels.
  • Segment and target audiences.
  • Deploy multiple surveys.
  • Perform high-level analysis and reporting.

NPS has emerged as a leading CX benchmark, with companies widely adopting it to measure customer satisfaction. According to HubSpot, tracking NPS scores increased from 17% in 2019 to 36% in 2021.

Primary Benefits

NPS Software Benefits

Improve Products and Services

Besides the NPS question, you can ask additional, open-ended questions based on conditional logic. This information ensures you gather qualitative customer feedback that can help you tweak your offerings accordingly.

Foster Personal Relationships

Personalization is the need of the hour. 62% of customers say a company will lose their loyalty if they provide an un-personalized experience.

Customization capabilities allow you to send personalized surveys to every recipient. You can address customers by name and even translate surveys into their native language.

Gauge Recurring Trends

Monitoring NPS scores enable you to view team or product performance over time. You can use it to identify seasonal trends and measure CX impact.

Ensure Customer Loyalty

71% of customers have switched brands at least once in 2021, according to Salesforce. It’s evident that consumers are not sticking around for an average product or customer experience.

NPS software provides reporting and sentiment analysis capabilities that help you identify and resolve problems before escalation. You can pacify detractors by closing the loop and engage promoters through incentives and rewards, thereby ensuring long-standing customer loyalty.

Develop Relevant Campaigns

NPS scores allow you to analyze the reason behind low or high ratings. You can use them to create accurate sales and marketing campaigns that improve customer experience.

Build Effective Strategies

A good NPS score implies that your customers will likely repurchase the product and recommend it to their friends and family. Use this information to formulate future sales strategies accordingly.

Key Features & Functionality

NPS Software Key Features

Custom Surveys

Deploy personalized, white-label surveys to provide customers with a uniform brand experience and gain a competitive edge. You can customize surveys by adding company identifiers like name, logo and color palette.
Omnichannel Delivery

Customers are usually scattered throughout different communication channels. Delivering surveys at a single touchpoint could mean you’re missing out on other sources of feedback.

NPS software enables you to distribute surveys on multiple channels, including social media sites, messaging apps and more.
Advanced Targeting

Targeted questions translate into relevant responses and give precise, deeper customer insights. With this module, you can ask relevant follow-up questions to customers based on their responses.
Reporting

Most NPS systems come with a built-in dashboard and reporting capabilities to analyze NPS data instantly and derive critical trends and patterns.

Benchmark reporting lets you see how your NPS score stacks up against other industries.
Integrations

Integrate with third-party solutions like CRM, CMS, marketing automation and collaboration modules for smooth data flow.
Survey Placement and Delivery Control

Control over survey timing and mode of delivery ensures you reach customers at the right time, increasing the quality of response rates.

NPS solutions offer scheduling logic and contextual survey delivery for accurate and relevant feedback.
Trigger Actions

This module allows you to trigger alerts based on customer responses. For example, automated notifications immediately notify your support rep if a customer gives you a low score. It enables them to take prompt action to solve the issue and close the loop effectively.

Software Comparison Strategy

Just like seashells, no two solutions are the same. Each has a USP that attracts businesses for specific reasons. What works for one company may not work for you. That’s why figuring out which system is right for your business is daunting. However, with considerable research and strategizing, the task becomes significantly easier.

Start by making a requirements checklist of all the functions you must have, should have and could have. It helps you build a solid framework according to your business needs.

Consult your peers in the industry, particularly those with similar operations to yours, to narrow down choices. Once you have two or three vendors, contact them for quotes. If it’s within your budget, ask them to demonstrate how their system performs. You can see if they offer free trial options. It’s also helpful to browse review sites to get honest feedback about vendors.

Cost & Pricing Considerations

Pricing for NPS programs depends on several factors like:

  • The number of user licenses you require.
  • The number of clients you need to survey.
  • The number of channels or touchpoints you want to collect feedback from.
  • Cost of implementation.
  • Size of your business.
  • Any additional functions or integrations you require.

Post-purchase, the cost incurred will be the cost of sending surveys to customers. This cost also depends on the channels you use. For example, email is comparatively more affordable than SMS because mobile surveys may require you to pay international charges. NPS certification and training costs can also factor into your final pricing.

The Most Popular NPS Software

Like Frodo’s search for the ring in The Hobbit, navigating the market for NPS software is full of ups and downs. But fret not because we can be your trustworthy companion Samwise in this journey. Below, we’ve listed the most sought-after vendors in the market currently.

Qualtrics

Qualtrics is a unified solution that helps deliver optimized customer, brand, employee and product experiences. You can capture real-time feedback across 27 channels and 128 data sources. Predictive AI capabilities let you uncover recurring trends and derive customer insights.

You can measure NPS at every touchpoint and compare it against industry benchmarks. The embedded NPS software also enables you to segment customers based on loyalty, identify at-risk customers and track product improvements throughout a customer’s journey.

Qualtrics

NPS in Qualtrics.

Zoho CRM Plus

Zoho CRM Plus helps you deliver quality customer experiences at multiple channels across every touchpoint. AI-based voice assistant, Zia, lets you analyze sentiment, detect anomalies, predict business trends and find the best time to contact customers. It also unifies your customer-facing teams, allowing them to access relevant data quickly.

Its survey capabilities help create and deliver contextual, custom surveys. Some of the question types you can include are NPS, rating scale, star rating and dropdown.

Zoho CRM Plus

Survey Builder in Zoho CRM Plus.

Alida

Alida enables you to gain unique perspectives through data collected to deliver enhanced customer, employee, brand and product experiences. The sentiment analysis and advanced analytics modules help derive qualitative insights and predict changes. Use automation capabilities to trigger follow-up surveys and address customer queries.

NPS Accelerator allows you to identify detractors, uncover loyalty drivers and gauge brand perception. You can deploy NPS surveys via multiple channels like emails, embedded code, QR links and more.

Alida

NPS Dashboard in Alida.

 

 

Questions to Ask

Software selection has many layers. And one of them is asking a series of questions within the organization and to vendors. Here’s a list of questions you should ask internal stakeholders to determine the kind of system you require:

NPS Software Key Questions To Ask

  • Do we need NPS embedded into our CX software or as a standalone system?
  • What’s our customer base size?
  • What short-term and long-term goals do we wish to achieve with NPS software?
  • Do we need the platform to integrate with our existing systems?
  • What’s our overall budget?

Before reaching out to vendors, it’s ideal to make a list of any queries and doubts you have. Here are some questions you can ask vendors:

  • Do they offer data backup and security?
  • How robust is their customer support?
  • Does the system come with pre-existing survey templates?
  • Is it possible to customize NPS surveys?
  • Does the platform come with branching or skip logic capabilities?

In Conclusion

Like picking out your major in college, selecting the right software requires careful evaluation. NPS software boosts your Voice of the Customer strategies and provides the ultimate listening engine to collect and analyze feedback. Given its importance in enhancing customer experience, it’s important to be thorough in your research.

The first step is to identify whether you need a standalone NPS software or an embedded NPS program. Listing business-specific requirements is also a sure-shot way of determining what you need from the solution and narrowing down your search. Hopefully, this buyer’s guide can be the stepping stone in your software selection process.

About The Contributors

The following expert team members are responsible for creating, reviewing, and fact checking the accuracy of this content.

Manogna Chandrika
By Manogna Chandrika Matta
Technical Content Writer
Manogna Matta was a Technical Content Writer at SelectHub who delivered content for CRM, mental health, marketing and fundraising. An alum of the University of Hyderabad, Manogna did Communication and Psychology courses in her B.A. and M.A. She's also an avid coin collector and a fashion enthusiast. When not typing away on the keyboard, Manogna plays mother hen to her tiny birds, watches sitcoms and makes bad-quality dad jokes.
See Full Bio
Saumya
By Saumya Anand
Technical Content Writer
Saumya Anand is a Market Analyst and Technical Content Writer at Selecthub. She curates content for fundraising, CPQ and CX. She completed her Master’s in Communication from the University of Hyderabad. When not tapping away at the keyboard, she can be found trying various coffee blends, catching up on TV shows and going through her to-read list.
See Full Bio
Joan
Technical Research By Joan Akash
Senior Analyst
Joan Akash, a Senior Research Analyst at SelectHub, holds a Post-Graduate Diploma in Management with a specialization in Marketing. Her expertise as a researcher and reviewer spans diverse software categories, including Project Management, Customer Relationship Management, Live Chat, and Help Desk. Beyond her professional pursuits, Joan is spiritually driven, with a passion for teaching children and a penchant for reading biblical blogs and crafting poetry.
See Full Bio
Manan
Technical Review By Manan Roy
Principal Analyst
Manan is a native of Tezpur, Assam (India), who currently lives in Kolkata, West Bengal (India). At SelectHub, he works on categories like CRM, HR, PPM, BI, and EHR. He has a Bachelor of Technology in CSE from The Gandhi Institute of Engineering and Technology, a Master of Technology from The Institute of Engineering and Management IT, and an MBA in Finance from St. Xavier's College. He's published two research papers, one in a conference and the other in a journal, during his Master of Technology.
See Full Bio
Pooja
Edited By Pooja Verma
Content Editor
Pooja Verma is a Content Editor and Senior Market Analyst at SelectHub, who writes and edits content for endpoint security, legal, CRM, fundraising software, eCommerce, and mental health software. She earned a literature degree from Miranda House, DU and also holds Master’s in Journalism from Symbiosis Institute of Media and Communication in India. In her free time, you can spot her reading a book or binge-watching the latest web series and movies.
See Full Bio