15 Best NPS Tools & Software in 2024 [Free Version, Features & More]

It goes without saying, that if you are looking to boost your customer loyalty and your customer happy and loyal to you, then NPS is the way to do it. 

This simple metric has brought groundbreaking changes to CX and has become very significant in such a short time. The reason is, that NPS is not just a CX metric that just measures customer loyalty and satisfaction – if done correctly, it directly impacts your bottom line.

But to effectively harness the potential of NPS, you need to utilize proper tools and software designed to streamline the collection, analysis, and interpretation of NPS data.

So, let’s learn about the top 15 NPS tools of 2024 and discover their best features, pros, and cons.

But first, let’s understand what is an NPS tool and how to choose the right one.

What is an NPS tool?

NPS tool is a software application designed to measure and manage customer loyalty and satisfaction. It is a widely used CX metric that gauges how likely customers are to recommend a company’s product or service to others. This helps in knowing customer satisfaction levels, loyalty and improving customer retention.

NPS tools automate the process of collecting feedback from customers through NPS surveys or other means, analyze the data to calculate the NPS score, and provide insights and actionable recommendations for improving customer satisfaction and loyalty, and helps in improving customer retention.

How to Choose the Right NPS Tool?

Every company’s requirements are unique. You will need dedicated NPS software with innovative survey distribution channels, and specific analytic and reporting features to conduct successful NPS surveys. 

So, here are the factors that will help you choose the right NPS tool for your business.

1. Ease of Use

Choose an NPS tool that streamlines your survey process while being easy and effortless, and saves hours of manual labor, with pre-designed and customizable survey templates.

2. Built-in Survey Templates

Look for an NPS platform that offers you in-built survey templates with pre-loaded questions. These templates cut your survey designing time in half. Also, make sure that these templates are customizable, enabling you to create surveys to match your brand’s identity.

3. Integration

According to the Gartner 2023 Global Software Buying Trends report, for companies globally, integrations are the #3 most important factor for buyers.

The workload gets simplified when all of the platforms and applications you use every day perform well together and you don’t have to switch between multiple platforms. So look for an NPS tool that integrates with your existing applications seamlessly. It should blend effortlessly with your technology, workflows, and communications.

4. Omnichannel

Offering multiple channels for collecting NPS feedback, such as email, SMS, web, and mobile apps, can help maximize NPS response rates and capture feedback from diverse customer segments. So choose the NPS platform that does just that!

5. Advanced Analysis

Advanced analysis features like text analytics software, trend analysis, cross-tab analysis, etc provide you with actionable insights from NPS data quickly, enabling you to identify trends, root causes of customer satisfaction or dissatisfaction, and areas for improvement, all the while saving valuable time.

6. Reports and Dashboards

Analytical, detailed, and, visually appealing NPS reports and dashboard capabilities present key NPS metrics and trends in a comprehensible format. This helps you to prioritize your efforts and focus attention on areas with the most significant impact on your bottom line.

7. One-on-one Expert Consultation for CX Implementation

The biggest challenge with NPS is that many do not know what to do with the feedback! So consider a customer feedback tool that offers an end-to-end NPS consultation – from creating a survey to getting results out of the responses. This guidance will help extract actionable key insights that’ll have a direct impact on your business KPIs.

A Detailed Comparison of the Top 5 NPS Tools

1. SurveySensum

SurveySensum is one of the best NPS software that enables you to create, launch, and analyze effective NPS surveys across industries like SaaS, Retail, NBFC, etc. It is known for taking relevant action on the NPS feedback that actually drives revenue. 

Unlike other NPS tools, SurveySensum offers free CX expert advice. These CX consultants help you with everything, from creating powerful surveys to analyzing your responses effectively. They focus on giving you key action points (in priority order) that directly impact your bottom line.  

SurveySensum serves as the perfect balance between basic and advanced features. While it offers basic features like cross-tab analysis, analytical dashboards, WhatsApp surveys, and survey customization, it also offers advanced capabilities.  These include a real-time ticketing system, AI-enabled text analysis, and improved data visualization tools.  

Best Features

• Text Analytics to give you top trends and sentiments 
• Transparent and affordable pricing
• Real-time customizable dashboards
• Advanced Reporting 
• Integrations (along with data import)
• On-site support
• Built-in templates
• Historical NPS 
• 24*7 customer support with a 2-hour SLA guaranteed

Pricing: The paid plan starts from $99/month and goes higher with survey responses. But the tool also comes with a free plan. In the free plan, you get 25 survey responses. Along with that, you also receive website integrations, unlimited surveys, unlimited users, unlimited touchpoints, and unlimited questions.

G2 Rating: 4.6/5

Sign up today with SurveySensum and begin a journey of transforming your feedback into revenue!

2. Qualtrics

Qualtrics is an NPS survey software that helps you measure, analyze, and improve your net promoter score. It allows you to measure NPS at any customer touchpoint via any platform or channel like SMS or email.

The tool comes with a hefty price tag and only caters to enterprise-level organizations and not to medium to small-scale organizations.

Our View: Qualtrics is one the best NPS software in the market. It is a great option for companies looking for advanced features. Despite its popularity, the tool comes with a steep learning curve and is not suitable for beginners. Also, the extraction of survey data is also complex.

*Source: G2, Qualtrics Reviews, May 22, 2023

Best Features

• Allows you to create, distribute, and analyze web-based NPS Surveys.
• Connects with multiple channels to help you analyze feedback in real-time.
• Supports predictive analytics, which can show you key trends and patterns.

Pricing: Contact Qualtrics for detailed pricing

G2 Rating: 4.4/5

3. NiceReply

One of the favorite alternatives when it comes to measuring customer experience is NiceReply. It encourages you to follow developments continuously with a variety of charts, time filters, and comparisons. This NPS tool also includes features like customization, analytics, data security, and integrations. 

Our View: The tool provides an elegant solution to improve NPS but if you are looking for a more robust tool with advanced data exportation capabilities, then this tool is not ideal for you. The exporting data functionality is complex.

*Source: G2, NiceReply Reviews, Jun 21, 2022

Best Features

• Features an Intuitive UI dashboard to manage surveys easily.
• Features follow-up questions, data range features, and insightful reports for better efficiency.
• Displays data in CRM and sets triggers accordingly.

Pricing: The tool doesn’t provide a free version, but a 14-day trial. Its pricing plan starts at $59 per month.

G2 Rating: 4.5/5

4. Delighted

Delighted lets you run NPS, CSAT, and CES surveys effectively and distribute these surveys via email, web, SMS, and a link and setup are easy. In addition, Delighted also supports multiple integrations with applications such as Salesforce and HubSpot.

Delighted’s program concentrates on the free-response follow-up to the NPS survey question, allowing customers to give insights into why they gave a specific NPS score in their own words. Using Delighted, you’ll get instant, clear feedback on what you’re doing well and what you should improve. 

Our View: Delighted is one of the best NPS tools in the market that provides elegant solutions for NPS measurement. But if you are looking for a tool with detailed and analytical NPS report capabilities then this tool might not work out for you as the option to extract detailed reports needs to be done manually.

*Source: G2, Delighted Reviews, Jun 21, 2022

Best Features

• Helps you respond to surveys on the email itself instead of using an external link.
• Innovative branding and customization options.
• Support for customers is available in over 37 different languages.
• Seamless integrations with Slack, Shopify, Salesforce, Zendesk, etc.

Pricing: A free version of the tool is available. Delighted’s pricing plan starts at $224 per month. Their Enterprise plan is a custom one. Contact the Delighted team for more details. 

G2 Rating: 4.7/5

5. GetFeedback

GetFeedback is a customer experience solution purpose-built for integration with Salesforce (other integrations are also available). This software offers several CX tools, including NPS surveys and various resources. It provides in-built templates to speed up the setting up of mobile-friendly, responsive NPS Surveys, which you can white-label and customize to add more questions. 

Our View: GetFeedback provides users with a powerful platform for all their NPS needs with its advanced features and Salesforce integrations. But the tool might not be ideal for users looking for a cost-effective solution as the tool can be expensive, especially with the Salesforce integration.

*Source: Capterra, GetFeedback Reviews, 2019

Best Features

• Powerful analytics tools.
• Distributes surveys with comprehensive multi-channel options, including e-mail, web apps, mobile apps, and even SMS.
• Allows user segmentation for more targeted outreach.

Pricing: Contact the team for pricing details.

6. InMoment

InMoment is one of the top-rated NPS survey tools, with various features. It enables you to conduct customizable NPS, CSAT, and CES surveys with real-time score updates on different channels. It also observes customer experience throughout the customer journey, so you can follow trends and take important actions to prevent churn. In addition, it lets you track and analyze the customer sentiments shared in reviews and on social media.

Our View: InMoment provides users with advanced survey features and settings which makes it one of the best NPS survey tools in the market. But these features come at a price that can be expensive for small to medium-scale businesses. 

*Source: G2, InMoment Reviews, May 22, 2023

Best Features

• Offers in-app surveys to boost customer engagement and QR code survey delivery services to enhance engagement. 
• Features like tagging, segmentation, custom reports, and dashboards. It would be better to integrate a QR Code creator with your existing NPS tool to further enhance the results you get from the QR Code survey

Pricing: Contact InMoment for detailed pricing.

G2 Rating: 4.7/5

So, if you are looking for a cost-effective solution to your NPS woes, then check out SurveySensum and transform your feedback into revenue without breaking the bank!

7. Zonka Feedback

Zonka Feedback is a great NPS Survey tool that can create NPS Surveys and send them to your customers through multiple channels to measure customer loyalty and satisfaction. It notifies you of detractors, collects actionable feedback, works on it, closes the feedback loop, and converts your detractors into promoters.

Our View: Zonka Feedback provides users with a plethora of survey features and settings that are a perfect balance of basic and advanced. But all these features come at a price and if you are a small or medium-scale business, then moving up the plan can be expensive for you.

*Source: G2, Zonka Feedback Reviews, Jan 22, 2022

Best Features

• Measure NPS at every touchpoint with multiple channels – SMS, email, website, Android tablets, and smartphones.
• Gather survey responses both on-premises as well as on the go.
• Get notified with real-time notifications for angry customers, at-risk customers, and detractors. Reach out to improve their experience and reduce churn.
• Create customized NPS surveys, and white-label surveys, and add your own logo and branding to them.

Pricing: The tool offers a free version and its paid version starts at $49 per month.

G2 Rating: 4.7/5

8. Qualaroo

Qualaroo is a complete customer experience that leverages powerful survey Nudge technology to let you hear the voices of your customers. You can create branched NPS surveys to collect insights across multiple channels like your website, app, product, email, and more.

It also lets you monitor the NPS score in real-time with a fully-fledged dashboard to compare the customer experience at different touchpoints and predict churn. But what makes Qualaroo one of the top NPS tools is the AI-powered analytics engine that lets you dig through the free-text responses in real-time using sentiment analysis and word cloud.

Our View: If you are looking for a simple tool for NPS surveys, then Qaularoo can be one of the great options for you. But if you are looking for a bit of advanced survey settings, then it might not be ideal for you as the tool lacks industry-specific templates.

*Source: G2, Qualaroo Reviews, Aug 31, 2022

Best Features

• Intuitive editor to create NPS, CES, CSAT, and other surveys in minutes.
• Supports multi-channel deployment to share surveys on your website, app, product, mail, and other channels.
• Offers question branching, 70+ survey languages, 40+ templates, and branding options.
• Flexible survey theme and layout customization.
• Provides integration APIs for workspace tools like Mailchimp, Salesforce, Hootsuite, and more.

Pricing: Starts at $69 per month

G2 Rating: 4.3/5

9. SurveyMonkey

Next on the list of NPS tools is SurveyMonkey. It’s an online survey development platform that allows users to create, distribute, and analyze surveys. 

The tool has built-in analytics and reporting to track and compare survey results and identify areas of improvement. It also supports multiple distribution channels, including email, social media, and website embedding.

It’s easy to use and offers customizable survey templates, making it easier to create and distribute NPS surveys. 

Our View: The tool is ideal for medium to large-scale businesses with free survey needs. But if you are a small business, with fewer survey needs, then the tool’s pricing can be a bit steep for you.

*Source: G2, SurveyMoneky Reviews, Oct 23, 2023

Best Features 

• Offers a user-friendly drag-and-drop interface 
• Offers real-time data analysis and visualization tools to help make sense of survey results.
• Easily integrates with popular third-party tools like Salesforce, Mailchimp, and Slack.

Pricing: Contact SurveyMonkey for detailed pricing

G2 Rating: 4.4/5

10. AskNicely

AskNicely is a powerful CX platform that allows you to manage customer feedback automatically with the help of customizable NPS surveys. You can also distribute them via SMS, your website, email, and more. 

Our View: The tool comes packed with both advanced and basic survey features that are suitable for complex survey needs. But if you are a beginner looking for a tool with self-help videos to learn about the features, then this tool might not be ideal for you as it doesn’t have educational videos.

*Source: G2, AskNicely Reviews, Dec 12, 2023

Best Features 

• You can easily share real-time insights with your team using AskNicely.
• AskNicely can integrate your CRM to trigger any feedback requests.
• You can effortlessly set the tool to automatically survey a set of customers in your CRM each month.
• This NPS tool can integrate with third-party apps.

Pricing: Contact AskNicely for detailed pricing.

G2 Rating: 4.7/5

Looking for a CX tool that is beginner-friendly? Well, look no further! With SurveySensum you get the perfect balance of basic and advanced features that are easy to use and implement.

11. Retently

Retently is a fully automated NPS tool that saves you time and increases your response rates. It allows you to test your surveys to decide which versions get the most responses. You can easily customize your NPS surveys with the inbuilt template editor. The software also has a survey campaign feature that enables you to run many NPS campaigns among different customer segments easily.

Our View: The tool is ideal for users who are looking for a simple survey tool with fewer survey needs. But if you are looking for a tool with more survey options, then you have to pay an additional price as there is no option for unlimited surveys.

*Source: G2, Retently Reviews, Jun 09, 2022

Best Features

• Setting up regular and transactional campaigns by sending a predefined set of surveys to particular customer segments. 
• You can easily target all the customers in your Retently account with a preset filter. 
• Allows you to customize survey templates easily according to your style.
• Customers can be easily segmented according to their plans

Pricing: They provide a 14-day trial and their paid plans start at $25 per month. 

G2 Rating: 4.7/5

12. SurveySparrow

SurveySparrow is an omnichannel customer experience management tool. It features an impressive NPS survey program to gauge customer loyalty. In addition, it offers streamlined workflows, comprehensive dashboards, reputation management, white labeling, and more to make your NPS surveys more reliable.

It also allows you to categorize your customers into various groups and follow up with them easily. With SurveySparrow, you can analyze the data and obtain valuable insights to guide your business easily.

Our View: SurveySparrow is one of the best NPS software in the market and is suitable for advanced and complex survey needs. But it might not be ideal for beginners as the free plan has certain limitations and also it comes with a bit of a learning curve.

*Source: G2, SurveySparrow Reviews, Mar 11, 2024

Best Features

• Offers scheduled NPS and eNPS surveys.
• Features preview functionality and dynamic lists for better engagement.

Pricing: The tool allows a free version for personal use. More details about the pricing plans for businesses are available upon request.

G2 Rating: 4.4/5

13. Medallia

Medallia helps you learn more about your customers and analyze their journey. With Medallia, you can follow and interpret the NPS score and easily segregate customers based on their responses. It uses machine and human learning to automatically analyze the NPS feedback and coordinate with the team to take action and solve issues.

Our View: Medallia is a great NPS tool with many exciting and powerful features. But if you are looking for NPS software with advanced text analytics features, then this tool might not be ideal for you as the text analysis is not that robust.

*Source: G2, Medallia Reviews, Nov 20, 2023

Best Features

• Compute scores and give you customer insights.
• Employs machine and human learning to automatically analyze text feedback.

Pricing: Contact Medallia for detailed pricing

G2 Rating: 4.5/5

14. Hotjar

Hotjar features a visual dashboard that enables individual analysis of customer responses. The innovative Feedback Poll feature provides an easy process to create NPS surveys. Additionally, you can calculate the NPS score automatically when the target audience submits their responses.

Our View: Hotjar is one of the popular NPS measurement tools in the market. The tool comes with many advanced features but the dashboard can be a little cluttered. So, if your priority is the analytical dashboard, then this tool might not be ideal for you.

*Source: G2, Hotjar Reviews, Nov 07, 2023

Best Features

• Intuitive UX
• Easy customization of survey appearance.

Pricing: Their basic plan offers a free version of the tool. And the paid plan starts from $39 per month.

G2 Rating: 4.3/5

15. CustomerGauge

CustomerGauge is an experience management platform that connects customer experience, revenue, and account data. It offers an end-to-end, integrated, Net Promoter Score system for data collection, reporting, analysis, and action. This NPS tool offers both NPS surveys and eNPS surveys. Using CustomerGauge, you can set up NPS surveys smoothly and measure the loyalty of your customers. 

Our View: CustomerGauge is robust NPS software suitable for both beginners and advanced users. But if you are looking for a tool with more aesthetically pleasing visuals, then this tool might not be ideal for you.

*Source: G2, CustomerGauge Reviews, Nov 18, 2022

Best Features

• Can be plugged into your eCommerce, CRM, or accounting system to automatically survey customers.
• Offers a decent array of provisions to handle feedback like auto-result reports, instant alerts, closed-loop tools, and dashboards. 

Pricing: Contact CustomerGauge for detailed pricing

G2 Rating: 4.7/5

Conclusion

Selecting the right NPS tool for your business involves careful consideration of several key factors. From ease of use and built-in templates to seamless integration, each aspect plays a vital role in maximizing the effectiveness of your NPS program. By prioritizing these factors, you can choose a tool that not only simplifies data collection and analysis but also empowers your business to drive meaningful improvements in customer satisfaction and ultimately, your bottom line.

An effective NPS tool, like SurveySensum, should meet all your NPS goals, fit your budget, ensure security, and also provide implementation support and CX consultation. So, choose the right tool as it will make all the difference!

FAQs on NPS tools

NPS tools are software applications or platforms designed to facilitate the collection, analysis, and management of NPS data. These tools enable businesses to efficiently measure customer loyalty and satisfaction by gauging the likelihood of customers recommending their products or services to others. 

Determining the “best” NPS software depends on various factors such as the specific needs and preferences of the business, budget constraints, and desired features. Some popular NPS software options include SurveyMonkey, Medallia, Qualtrics, SurveySensum, SurveySparrow, etc. Each of these platforms offers unique features and capabilities tailored to different business requirements.

There are three types of NPS surveys:

• Transactional NPS: tNPS is focused on specific interactions or transactions between the customer and the company. 
• Relational NPS: rNPS evaluates the overall relationship between the customer and the company over a longer period. 
• Employee NPS: eNPS measures the loyalty and engagement of employees within an organization.