Loyal customers are assets to any business. The best way to transform someone into a loyal customer is by offering outstanding customer satisfaction. Therefore, it is essential to gauge how happy and loyal your customers are through Net Promoter Scores.
Also called NPS, Net Promoter Scores are a single survey question that asks the customer how likely they are — on a scale of 1 to 10 — to recommend the product or service to people they know. NPS is regarded as the most trusted market research metric for improving business performance.
What Are the Benefits of Using a Net Promoter Score Software?
NPS helps businesses improve their service, customer support and delivery practices. But that’s only the beginning! There is so much more to NPS.
Boost customer satisfaction
The key benefit of NPS is that you can instantly see how satisfied your customers are with the services or products you offer. Since you know the satisfaction level of the customers, you can immediately take adequate measures to address the issue and hence enhance customer satisfaction.
Minimize customer churn
While it is essential to know how well your business is earning loyal customers, it is even more vital to focus on the customer churn. The churn rate refers to how quickly customers stop buying from your business.
NPS helps you identify customers likely to churn because of the data NPS collects. By analyzing the levels of customer dissatisfaction, you can invest more in creating an exceptional customer experience and convert passive buyers into super loyal ambassadors.
Ensure business growth
Ultimately, every business owner aims for sustainable business growth. With NPS, you get insights into the promoter's feedback. It helps you ask follow-up questions as part of the standard NPS survey, track and quantify a score over time, target earning more enthusiastic customers and ultimately achieve your business goals.
What to Look for in the Best Net Promoter Score Software
NPS software enables you to run a Net Promoter Score survey as per the parameters that you set. But not all NPS providers are the same. Here are a few things to consider while searching for the best Net Promoter Score software for your business.
Survey customization
Surveys are an amazing opportunity for brand promotion. If your customers and survey respondents come across an NPS survey that is not aligned with your brand’s values, you might end up passing along the wrong message. Therefore, the NPS software you choose must allow you to white label your survey by adding a recognizable logo, attach your brand name, choose your brand’s color and select the template of your choice.
Audience segmentation
A key benefit of the NPS is that it allows you to segment your audience. The NPS software should generate a score that lets you aggregate the score data and break it down into different categories including promoters, passives and detractors. The NPS software that you choose should allow you to aggregate and categorize your customers.
Supported survey channels
Your survey should be accessible to your customers from multiple channels. It will ensure that customers available at any platform can comfortably go through the survey. Therefore, the software you choose should send surveys to your customers by email, through a web browser, on social media or via the phone app. It should let you schedule your surveys in order to get the most accurate results.
Multiple NPS campaigns
The more survey campaigns you run, the more you can expand your business. Check if your survey software supports more than just one survey or if it comes with complex scheduling logic. If so, take advantage of this feature because it will ensure that you don't annoy your audience by reaching out to them multiple times a day. At the same time, the NPS software you choose should help you stay in touch frequently enough to remain relevant.
Customer feedback loop
Modern interpretations of customer satisfaction theorize that you must close a customer feedback loop. This means you should follow up on each customer's individual response as often as possible so that customers feel that you are listening to them. Check to see that the NPS software supports a customer feedback loop.
The Best Net Promoter Score Software
Now that you understand the best features of a top Net Promoter Software, let's explore some of the best NPS software options on the market.
SurveySparrow
SurveySparrow is an omnichannel experience management platform that does a lot more than offer surveys. When it comes to listing its benefits, the list goes on for miles. Its most significant benefit is letting you turn surveys into conversations through its conversational interface.
Additionally, SurveySparrow helps you conduct different types of surveys, including classic, chat, NPS, offline and 360-degree surveys. You can also customize NPS surveys in a way that lets you analyze customer sentiments and the probability of customers recommending your business to people they know.
SurveySparrow also includes pulse surveys, 360-degree feedback, question branching, survey previewing, editing, survey scheduling, contact database management, segmentation, data export and import opportunities. SurveySparrow's main limitation is its customization feature. You can't customize the survey. Moreover, its chat survey doesn't support multiple lines.
SurveySparrow has a free plan that gives you access to plenty of exciting features. The paid plan starts at $19 per month if you opt for their annual subscription. You also try SurveySparrow during a 14-day free trial.
Rating: 5 stars
Delighted
Delighted is appreciated for its ability to create visually appealing surveys by offering SMS, email and web-based NPS survey channels. Delighted makes it easy to answer surveys because participants do not have to go through an external link.
Along with multi-channel survey methods, Delighted lets you maintain a real-time simple-to-use dashboard containing all of your customers. The software can also be viewed in 37 different languages.
You can only integrate Delighted with a limited list of applications. If your organization uses applications other than what Delighted supports, you will find it difficult to send data across platforms.
Delighted has a free plan with limited features. The paid plan starts from $224 per month when billed yearly. You also get the chance to try Delighted for free during a 7-day trial if you want to test out their premium features.
Rating: 5 stars
Nicereply
Nicereply lets you create in-depth customer satisfaction surveys by allowing users to create and send impressive one-click surveys that measure Customer Satisfaction (CSAT), Net Promoter Scores (NPS) and Customer Effort Scores (CES).
With many types of surveys to choose from, Nicereply strongly focuses on ascertaining NPS at a higher level and ensuring an increased number of satisfied customers. It also has various charts, time filters and comparison metrics available for tracking improvements continuously. Some of its laudable features include customization, integrations, analytics, follow-up questions and data security.
Its only drawback is that Nicereply only extends to web-based platforms. Also, it might not be the best option for small businesses because its plans are expensive.
Nicereply plans start at $39 per month for a yearly subscription that lets you have 3 agents and 100 responses monthly. You can try its premium plans for 14 days before making a choice.
Rating: 5 stars
Wootric
Wootric is an NPS survey software that utilizes machine learning to deal with large volumes of feedback and analyze customer feedback. This software aims to increase customer lifetime value.
From sending surveys and collecting qualitative feedback to analyzing data, most of Wootric’s processes are automated. Users can answer surveys in-app which will generate better results and more feedback while avoiding duplicate sampling. Multi-language support, customer health monitoring, and customer retention planning are a few of Wootric’s additional benefits.
It’s important to recognize that Wootric is not as responsive as its competitors. It offers minimal customization and comes with a hard-to-navigate interface.
Wootric offers a free plan. You can also customize the paid plans and pay for them accordingly.
Rating: 4.5 stars
AskNicely
AskNicely brilliantly integrates NPS surveys with the CRM system. This lets you analyze data points and pull the most valuable insights from customer feedback.
AskNicely comes with a leader-board feature which you can use to segment and categorize employees, channels and products. Just like Wootric, AskNicely also offers in-app NPS surveys.
You can also track customers' daily feedback and the survey scores in real-time to make an actionable decision. The tool also enables you to create customizable reports so that you can monitor business performance. Some of its most notable features are daily survey scheduling, 1-click testimonial publishing and survey customization.
AskNicely comes with a high cost which might not be affordable for small businesses. Its integration features are also less intuitive and might be hard to get around, especially for beginners.
AskNicely customizes its plans to fit your needs. To get a quote, you have to book a demo with the AskNicely sales team.
Rating: 4 stars
Understand Your Customers Better with NPS Surveys
NPS as a business metric helps companies of all sizes gain more enthusiastic customers by tracking and quantifying over time. Selecting the right NPS software will help you achieve an increased number of promoters and open doors for massive growth potential.
By closely analyzing the best Net Promoter Score software, you will be able to narrow down the right tool for you. Be sure to carefully compare your needs to the features of each NPS software before you commit to one. Once you have established your needs, try the free plan for each NPS software to try out the features before choosing the right one for you!
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