Introduction
If customer happiness is the objective then NPS aka net promoter score is one of the best ways to get there. An index ranging from -100 to 100, NPS clearly gauges the loyalty or the enthusiasm of a customer to recommend your brand to their near and dear ones.
This simple metric has brought groundbreaking changes to CX and has become very much significant in such a short time. The reason is…
NPS is not a metric that just measures customer loyalty and satisfaction, it actually gauges the overall emotion of the customer towards your brand.
Organizations can use their net promoter score to discuss problem areas, improve the experience of their customers, monitor loyalty trends, and grow revenue.
What is an NPS tool?
NPS tool helps you survey your customers’ loyalty, categorize them as per their satisfaction data, and keep in touch with them. It helps you find out whether your customers would be willing to recommend your brand to others and improve many other assets of your company.
A well-designed NPS tool features NPS calculation, automation, survey scheduling, customer segmentation, intuitive dashboard, reports, real-time notifications, etc. to help you make the most of your NPS survey.
How to choose the right NPS tool?
Every company’s requirements are unique. You will need dedicated NPS software with innovative survey distribution channels, specific analytic and reporting features to conduct successful NPS surveys. It should also feature integrations to incorporate NPS scores and feedback into your existing platforms. In other words, the right NPS tool will streamline the entire process.
So, here are the factors that will help you choose the right NPS tool for your business.
Survey Volume
You need to make sure that the software you choose can manage the volume of surveys you intend to send. Most companies restrict survey volume by pricing tier, depending on the number of surveys you send via a particular distribution channel.<
Integration
The workload gets simplified when all of the platforms and applications you use every day perform well together. Also, the user doesn’t have to switch between multiple platforms as all the operations can be done on the existing platform itself. So look for an NPS tool that integrates with your existing applications seamlessly. It should blend effortlessly with your technology, workflows, and communications.
Survey Templates
Pre-built survey templates are one of the most important must-haves for any NPS tool. It reduces your workload and saves time for creating manual templates. Customizable survey templates also allow you to apply your brand’s colors and attach your logo to any surveys that you send out. You don’t have to build a survey from scratch. A little bit of editing here and there and you are ready to go!
Customer Segmentation
The best NPS tool will segment your customers into three categories, namely, promoters, passives, and detractors amongst other segments such as tags, demographics, etc. The respondents are classified into these categories according to the score given by them in the survey. Your software should allow you to save this data in your CRM, help desk, and billing systems and trigger workflows immediately.
15 Best NPS Tools of 2022
We’ve done our bit of research and shortlisted 15 of the best NPS tools you should check out in 2022. Here, take a look at the tools that can help you organize, share, and analyze your NPS surveys.
1. SurveySensum
SurveySensum is a powerful NPS survey tool that helps you make customer feedback actionable. The tool lets you determine when to conduct a survey, what questions to ask, how to interpret results, and prioritize actions to assist you in focusing on your business goals. Using this free NPS tool, you can analyze data with real-time, journey-based dashboards, and identify customer issues with a sentiment analysis feature.
Best features
SurveySensum offers best-in-class features to conduct efficient NPS surveys.
You will get instant automated alerts on detractors so that you can respond to them in time and get more information.
The tool offers real-time customized dashboards to take quick actions and make improvements.
The innovative Text and Sentiment Analysis technology automatically extracts quantitative data from unprocessed, qualitative information to discover patterns and trends within the text.
SurveySensum can easily integrate with your existing apps.
Using Surveysensum, you can create surveys in the language of your choice.
Pros
Easy to use interface
Automated workflows improve speed and reduce errors.
Features excellent customer support team
Cons
Some app integrations are missing
Custom branding missing
Pricing
Basic – Free
Starter – $59/month
Professional – $229/month
Enterprise – Contact website
2. 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.
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.
Pros
Clean and simple user interface
Mobile version is available
Cons
Can’t customize the NPS scoring
Difficult to manage contacts
Pricing
Contact AskNicely for detailed pricing
3. Nice Satmetrix
NICE Satmetrix is an NPS tool that helps you capture customers’ voices. It enables you to gather feedback from a wide variety of channels such as social media, chatbots, and email. Plus, you can instantly send surveys using its powerful integration with customer relationship management tools like Salesforce. Once feedback is received, it will be run through Satmetrix’s text analytics feature, which can recognize trends on your behalf.
Best features
Nice Satmatrix offers out-of-the-box analytic charts, graphs, and data for improved efficiency.
This tool has a “survey builder,” which makes creating NPS surveys and survey logic easy.
It offers multilingual support that allows you to use multiple languages for your surveys.
Pros
Setting up survey is quick and easy
A good support team is available all day.
Cons
Integration feature needs improvements
Difficult to conduct and manage multiple surveys
Best for broad insights about client base rather than customer-specific insights.
Pricing
Contact Nice Satmetrix for detailed pricing
4. 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 a wide variety of 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.
Best features
It has powerful analytics tools.
It distributes surveys with comprehensive multi-channel options, including e-mail, web apps, mobile apps, and even SMS.
It allows user segmentation for more targeted outreach.
Pros
Excellent integration
Visualizations and graphics are customer-friendly
Very easy to use and customize
Cons
Customer support is not up to the mark
Pricing
Contact Getfeedback for detailed pricing
Click to read: https://www.surveysensum.com/blog/best-nps-tools/
