10 Best NPS Tools & Software + Guide for 2024

When it comes to understanding customer loyalty, nothing beats the simplicity and power of Net Promoter Score (NPS). It just takes one question to unveil a treasure trove of information.

But for that, it’s absolutely crucial to find the right NPS software, which, admittedly, is not an easy task.

This is why I have compiled the 10 best NPS tools that would help you track customer sentiment and loyalty. I will also help you understand what NPS is, how it benefits your company, and why it’s a game-changer for growth.

Watch: How to Create a Net Promoter Score (NPS) Survey Easily with ProProfs?

Here’s a comparison table for the NPS tools to provide you a quick overview:

What Is an NPS Software?

NPS (Net Promoter Score) software is a specialized tool designed to measure customer loyalty and satisfaction by asking one simple question: “How likely are you to recommend our product/service/business to others?”

The software collects responses on a scale of 0-10 and categorizes customers into Promoters, Passives, and Detractors.

Beyond just collecting feedback, NPS software typically includes features like survey automation, real-time analytics, segmentation, and reporting, allowing businesses to track customer sentiment over time, identify trends, and take action to improve their services or products.

By streamlining the NPS process, these tools help companies boost customer loyalty, reduce churn, and drive growth based on data-driven insights.

List of 10 Best NPS Tools & Software (Free+ Paid)

Let us now take a closer look at the tools, their features, pros, cons, and pricing.

1. ProProfs Survey Maker – Best for instant NPS surveys with built-in analytics

Watch: How to Create a Survey Using ProProfs Survey Maker

ProProfs Survey Maker simplifies the creation of NPS surveys with a straightforward, intuitive design that allows you to set up and send surveys in minutes. One thing I appreciate about this tool is its built-in analytics, which automatically interprets the data for you—saving you time on manual calculations.

Whether you’re using their pre-designed templates or customizing your own, ProProfs ensures that your NPS surveys are not only easy to distribute but also actionable. For me, the real advantage here is how you can monitor customer sentiment in real-time and adjust your strategies accordingly.

The platform also integrates well with CRM systems, making it easier to manage and respond to customer feedback. Additionally, the survey maker provides automated scoring, allowing you to track promoter and detractor trends instantly.

What you’ll like:

• Real-time analytics dashboard for recent activity & feedback visualization.
• Automated scoring for NPS surveys to categorize promoters, passives, and detractors.
• Pre-built customizable templates with readymade questions for quick setup.
• Integrates with popular CRMs like Salesforce and HubSpot for seamless data flow.
• Allows scheduled survey distributions for continuous feedback collection.
• Multi-channel distribution, including email, website pop-ups, and social media.
• Built-in response tracking with automatic notifications for new feedback.

What you may not like:

• No downloadable or on-premise version
• Dark user interface option is not available

Pricing:

Forever free plan for up to 50 responses. Paid plan starts at $9.99/100 responses/month.

2. Qualaroo – Best for contextual in-app or on-site NPS surveys

Source: Qualaroo

Qualaroo stands out for its ability to collect customer feedback right when it matters the most—directly within the app or website, thanks to its signature “Nudges™” feature.

These unobtrusive pop-up surveys can be triggered by user behavior, ensuring you get feedback when it’s most relevant.

From my experience, this real-time approach to NPS surveys makes Qualaroo a top choice for businesses looking to optimize user experience. What I particularly like is the ease with which you can customize these nudges to match your brand’s look and feel.

Not only does Qualaroo provide robust analytics, but it also offers AI-powered sentiment analysis, helping you dive deeper into your users’ emotions.

The ability to segment users based on their feedback lets you tailor follow-up actions more precisely, driving improvements where they matter most.

What you’ll like:

• AI-powered sentiment analysis for deeper insights into user feedback.
• Nudges™ triggered by user behavior for contextual in-app or website feedback.
• Pre-built customizable NPS templates for quick survey deployment.
• Advanced targeting options based on user demographics and behavior.
• Visual reporting tools to track customer loyalty and satisfaction trends over time.

What you may not like:

• No dark mode is available for the app interface
• Lack of a downloadable on-premise software option

Pricing:

Qualaroo offers a forever free plan for startups and small businesses with all premium features. Paid plan starts at $19.99/month.

3. AskNicely – Best for real-time, actionable NPS feedback

Source: AskNicely

AskNicely is designed to deliver real-time customer feedback that helps teams act quickly and improve customer experience. One feature that stands out to me is the ability to integrate with CRM and helpdesk tools, allowing businesses to create seamless workflows around customer feedback.

In my experience, AskNicely makes it easy for teams to access the latest customer data with instant alerts and actionable insights. You can personalize surveys to match your brand and choose from a variety of delivery methods like email, SMS, and web surveys.

I found the platform’s focus on driving daily actions through feedback, rather than just collecting data, to be one of its strongest features. It’s perfect for businesses that want to turn customer insights into measurable improvements quickly.

What you’ll like:

• Real-time feedback alerts for immediate action and service improvement.
• Daily action dashboard helps teams stay on top of customer sentiment.
• Automated follow-up requests to engage customers after feedback.
• Tracks NPS and customer sentiment trends over time with visual reports.
• Gamification options to motivate teams based on customer satisfaction scores.

What you may not like:

• Pricing can get expensive for small businesses as features scale.
• Occasional delays in real-time feedback delivery when handling large datasets.

Pricing:

Basic plan starts at $49/month (limited features). Advanced plans have custom quotes.

4. Delighted – Best for quick, multi-channel NPS surveys

Source: Delighted

Delighted stands out for its simplicity and speed when it comes to collecting customer feedback. What impressed me most about Delighted is how seamlessly you can send surveys across multiple channels, including email, SMS, and web pop-ups, without the need for coding.

Its user-friendly interface allows you to get started in just a few minutes, and I found the AI-driven insights particularly useful for identifying customer satisfaction trends. It offers integrations with a variety of platforms, including HubSpot and Salesforce, making it easy to sync your feedback data with existing workflows.

This tool is perfect for businesses looking for quick and actionable insights, thanks to its automated reporting features and real-time notifications. It also provides an array of customization options to match your surveys to your brand’s aesthetics.

What you’ll like:

• Multi-channel distribution options, including email, SMS, and web pop-ups.
• AI-driven insights that provide a deeper understanding of customer sentiment.
• Real-time reporting that tracks customer feedback as it comes in.
• Automated reminders to increase response rates from your customers.
• Dashboard that showcases trends in customer loyalty over time.

What you may not like:

• Advanced analytics can be limited for businesses needing deeper insights.
• Premium features like advanced filtering come at a higher price point.

Pricing:

Free plan(limited to 25 responses and 1 user); paid plans start at 17/year.

5. Qualtrics – Best for advanced NPS customization and reporting

Source: Qualtrics

Qualtrics is a powerhouse when it comes to creating highly customized NPS surveys that are fully integrated into broader customer experience management.

What sets it apart is the level of control it offers—whether you’re looking to conduct simple NPS surveys or comprehensive, multi-faceted customer experience studies, Qualtrics provides the flexibility to design, customize, and distribute surveys to meet specific business needs.

In my experience, the most valuable aspect is the robust analytics capabilities that go beyond NPS scores to offer deep insights into customer sentiment, loyalty, and experience trends.

The platform also excels in automation, enabling businesses to track and act on NPS results in real time. Plus, the ability to benchmark your scores against industry standards provides context for your results and helps identify areas for improvement.

What you’ll like:

• Automated NPS tracking and follow-up actions based on customer scores.
• Industry benchmarking tools to compare NPS results with competitors.
• Ability to segment feedback based on customer demographics and behavior.
• Custom dashboards with real-time updates for monitoring customer loyalty.

What you may not like:

• Pricing is relatively high compared to other NPS tools, making it less accessible for smaller businesses.
• Learning curve can be steep, particularly with more advanced features.

Pricing:

Custom quote.

6. SurveyMonkey – Best for versatile NPS surveys with integrations

Source: SurveyMonkey

SurveyMonkey is a versatile and well-known tool, perfect for creating NPS surveys with ease while offering robust integration options.

What I find particularly useful is the seamless way you can connect your NPS data to popular platforms like Salesforce, HubSpot, and Google Analytics, which allows for streamlined workflows and more actionable insights.

For businesses of any size, SurveyMonkey offers a balance of simplicity and functionality, enabling you to quickly deploy NPS surveys without sacrificing analytical power.

SurveyMonkey’s intuitive interface makes it easy to design, customize, and distribute NPS surveys across various channels, from email to social media.

Real-time analytics allow you to track feedback as it comes in, making it easier to monitor customer satisfaction and loyalty.

What you’ll like:

• Integrates with popular tools like Salesforce, HubSpot, and Google Analytics.
• Real-time reporting dashboards for monitoring customer sentiment.
• Wide range of customizable NPS templates for quick survey creation.
• AI-powered analysis to uncover trends and key drivers of NPS scores.
• Automated survey reminders to boost response rates.

What you may not like:

• The mobile app can be glitchy and may not sync properly with the desktop version.
• Customization options for survey design are somewhat limited compared to competitors.

Pricing:

Paid plan starts at $25 per user per month.

7. SurveySparrow – Best for engaging, conversational NPS surveys

Source: SurveySparrow

SurveySparrow excels in delivering highly engaging, conversational-style NPS surveys that encourage better participation rates.

What really stands out to me is how SurveySparrow makes surveys feel less like a form to fill out and more like a conversation. This approach drives higher response rates, which is crucial for obtaining meaningful feedback.

The platform offers seamless integrations with CRM and helpdesk systems, making it easy to track NPS scores and address customer concerns directly.

Plus, the recurring survey feature ensures that businesses can continuously measure customer sentiment without having to manually trigger new surveys each time.

What you’ll like:

• Social feedback listening to monitor and collect feedback directly from social media.
• Omni-channel feedback collection, including email, SMS, web, and mobile.
• Customizable templates for NPS, CSAT, and employee engagement surveys.
• Real-time analytics and reporting to track customer sentiments and trends.
• Automated workflows that trigger actions based on survey responses.

What you may not like:

• The learning curve can be steep for those new to advanced survey logic.
• Design options for surveys may feel somewhat limited.

Pricing:

Paid plans start at $19/month.

8. Nicereply – Best for NPS integrated into customer service platforms

Source: Nicereply

Nicereply seamlessly integrates NPS surveys into your customer service workflows, allowing you to measure customer loyalty directly from helpdesk platforms like Zendesk, HubSpot, and Intercom.

Nicereply excels at embedding NPS surveys right into email signatures or post-ticket resolutions, making it easier to collect feedback without disrupting customer interactions.

What I found most useful is how this tool automates the process, from sending surveys to analyzing the results, helping teams focus on improving customer service based on real-time data.

This tool is especially valuable for customer support teams looking to gauge satisfaction right after service interactions, driving continuous improvements in customer loyalty and retention.

What you’ll like:

• Seamlessly integrates with helpdesk platforms like Zendesk, HubSpot, and Intercom.
• Embeds NPS surveys directly into email signatures for continuous feedback.
• Automates survey delivery after ticket resolutions for effortless data collection.
• Real-time feedback tracking and notification system for immediate action.

What you may not like:

• Response rates can vary depending on email deliverability.
• Customer support is primarily available through email, with no live chat option.

Pricing:

Basic pricing starts at $39/month, with custom pricing available based on survey volume and feature needs.

9. Hotjar – Best for combining NPS with heatmaps

Source: Hotjar

Hotjar offers a unique combination of NPS surveys alongside heatmaps and session recordings, making it a powerful tool for understanding not just customer sentiment, but also user behavior on your website.

One of my favorite aspects of Hotjar is how it allows you to capture feedback at the precise moment users experience an issue or complete a task, providing context for their scores.

The real power of Hotjar, however, lies in its ability to visualize user journeys, helping businesses link NPS feedback to actual user behavior, which in my experience is crucial for making informed decisions.

The tool’s session recordings and heatmaps help you understand why customers give certain scores, allowing you to make targeted improvements to your site and overall user experience.

What you’ll like:

• Combines NPS surveys with heatmaps and session recordings for deeper insights.
• Real-time NPS surveys triggered by specific user behaviors.
• Session replays allow you to see how detractors and promoters navigate your site.
• Heatmaps visualize where users click, scroll, and interact most on your website.
• Customizable NPS surveys that align with your brand’s aesthetics.

What you may not like:

• Pricing can escalate quickly with more advanced features.
• Heatmaps and session recordings might be overkill for smaller websites.

Pricing:

Hotjar offers a free plan with limited features, and paid plans start at $39 per month.

10. InMoment – Best for enterprise-level NPS with predictive analytics

Source: InMoment

InMoment is a robust NPS tool designed for large enterprises that need to manage customer experience at scale. What I find most impressive about InMoment is its use of AI-driven predictive analytics, which helps identify future customer behaviors based on current feedback trends.

It goes beyond basic NPS collection, integrating customer feedback from various touchpoints to provide a comprehensive view of customer sentiment throughout the journey.

For larger organizations with complex customer interactions, InMoment provides the tools to track and predict trends, making it easier to take proactive measures before issues escalate. Its advanced analytics and customizable dashboards make it ideal for businesses needing in-depth insights.

What you’ll like:

• AI-powered predictive analytics to forecast future customer behavior.
• Advanced NPS tracking across multiple customer touchpoints.
• Customizable reporting dashboards for a holistic view of customer sentiment.
• Real-time alerts for detractor responses to enable quick interventions.

What you may not like:

• Limited customization options for lower-tier plans.
• Customer support is primarily available for enterprise-level accounts, with slower response times for smaller plans.

Pricing:

Custom quote.

What Are the Benefits of NPS Survey Tools?

NPS survey tools are more than just a way to gather scores; they are key drivers of growth and customer satisfaction. Here’s why they are indispensable:

• Simplicity: NPS surveys focus on a single, straightforward question: “How likely are you to recommend us?” This simplicity makes it easy to track customer loyalty consistently over time.
• Customer Segmentation: NPS tools categorize respondents into promoters, passives, and detractors, offering deeper insight into different customer groups.
  • Promoters: Enthusiastic customers who are likely to recommend your product, driving growth through referrals.
  • Detractors: Customers who are unsatisfied and at risk of churn, providing key insights for improvement.
• Actionable Feedback: NPS tools not only collect scores but often provide real-time analytics and insights, allowing you to address issues as they arise. By tackling detractor feedback promptly, businesses can reduce churn and improve satisfaction.
• Predictive Insights: NPS scores are highly predictive of future business growth. By tracking trends, companies can make data-driven decisions that foster long-term loyalty.
• Cross-Departmental Alignment: The data collected can be shared across departments, enabling teams—whether marketing, product, or customer service—to collaborate on improving the customer experience.

The right NPS tool not only collects data but also empowers teams to take action, making it a critical part of any customer experience strategy.

How to Choose the Best NPS Tool for Your Business

Selecting the best NPS tool depends on a variety of factors, each unique to your business’s needs. Here are some factors to consider before finalizing a tool: 

• Business Size: Smaller businesses may prefer simpler tools that are easy to set up, while larger organizations need advanced analytics and multi-channel support. Consider tools with scalability to grow with your business.
• Customer Touchpoints: Think about where and how your customers interact with your business. If you engage with customers across websites, apps, and email, choose an NPS tool that supports multi-channel surveys to capture feedback at every touchpoint.
• Ease of Use: Look for user-friendly interfaces that allow for quick setup and customization of surveys. Tools with pre-built templates and drag-and-drop functionality can save time and make deployment easier.
• Customization and Branding: A good NPS tool should let you match your surveys to your brand’s look and feel. Customization should be easy and flexible, offering the ability to adjust questions, appearance, and survey flow without the need for coding.
• Reporting and Analytics: The ability to generate actionable insights from your NPS data is critical. Choose a tool that offers robust reporting features, such as real-time dashboards, sentiment analysis, and trend tracking. The ability to export data to other platforms or CRMs is also a plus.
• Integration Capabilities: If your business uses platforms like Salesforce, HubSpot, or Zendesk, ensure the NPS tool integrates seamlessly with these systems. Integration simplifies data management and enables automatic syncing of feedback with customer profiles.
• Support and Resources: Customer support matters, especially if you need assistance setting up integrations or troubleshooting issues. Check the tool’s available resources—such as tutorials, forums, and customer support options—before committing.

Watch:  How to Choose the Best Survey Software: A Quick Tutorial

How to Track Responses in Real-Time on NPS Tools

Real-time tracking of NPS responses allows businesses to stay agile and responsive to customer needs. Here’s how to make the most of real-time tracking:

• Real-Time Dashboards: Most NPS tools offer live dashboards that update as responses come in. This enables you to view customer feedback instantly, with respondents segmented into promoters, passives, and detractors.
  • Dashboards also typically display trends over time, giving you immediate insights into the overall health of your customer base.

• Instant Notifications: Set up automated notifications to alert you whenever a new response is submitted, especially from detractors. This allows you to take quick action, whether it’s reaching out to resolve an issue or capitalizing on positive feedback from promoters.
• Data Segmentation: Many tools allow you to segment responses by various criteria such as location, purchase history, or demographic data. This segmentation is particularly useful for targeting specific customer groups with tailored follow-up actions.
• Closed-Loop Feedback: Real-time tracking supports closed-loop feedback systems, where teams can follow up with detractors immediately after receiving low scores. This creates opportunities for service recovery and improved customer satisfaction.
• Analytics Integration: The ability to integrate real-time data with your CRM or analytics platforms ensures that feedback is not siloed but is used across the organization to inform strategy. Insights gained in real-time can influence marketing campaigns, customer service improvements, and even product development.

Gauge Your Customers’ Loyalty With the Best NPS Tool

Whether you’re a startup or an enterprise, investing in a robust NPS tool is critical to enhancing customer loyalty, improving service, and driving sustainable growth. Each tool offers unique benefits tailored to different business needs. 

The key to success lies in selecting a tool that aligns with your specific objectives, integrates seamlessly with your existing systems, and provides actionable insights from your customers.

If you ask me, I would recommend you choose ProProfs Survey Maker for creating and managing NPS surveys effortlessly. It is a complete solution with customizable templates, real-time analytics, survey reinvites, etc., that keep your customer feedback loop effective and efficient.

Frequently Asked Questions

1. Which NPS platform is best?

The best NPS platform depends on your needs. ProProfs Survey Maker is great for instant NPS surveys and real-time analytics, while tools like Qualtrics offer advanced features for larger enterprises.

2. How do you measure NPS in a survey?

You ask, “On a scale of 0-10, how likely are you to recommend us?” Subtract the percentage of detractors (0-6) from promoters (9-10) to get your NPS. ProProfs Survey Maker can automate this process.

3. How can you use net promoter score data?

Use NPS data to track customer loyalty, improve services, and engage with promoters and detractors. Tools like ProProfs Survey Maker offer real-time insights for immediate action.

4. Is there a free NPS score tool?

Yes, ProProfs Survey Maker offers a free plan for basic NPS surveys, though paid options provide more features and flexibility.