Comparative Review of NPS Software

Comparative Review of NPS Software

The Net Promoter Score, or NPS, is a business management tool that measures customer loyalty. It became popular because of its simplicity and effectiveness. It is a way to gather and analyze the “voice of the customer”. The process of getting the NPS is almost frictionless for the customer and only requires a small portion of their time.

The NPS identifies customers that are “fans” of your company, product or brand. The NPS is calculated to arrive at a single number. This number or score equates to the level of customer loyalty. The higher the score the better. This allows business owners to have a quantitative way to know if customers are happy. This output is taken from a simple survey sent to customers, typically after a business interaction. The NPS survey is based on one question:

“On a scale of 0 to 10, how likely will you recommend our company/service/product to a friend or a fellow worker?”

Using the answer as a basis, customers can be grouped into the three major segments:

Promoter - Customers that chose 9 or 10. Very happy with your product or service. These are loyal customers and ambassadors of your brand or company.

Passive - Customers that chose 7 or 8. These customers can be considered content with your product or service. They may be happy but not enough to be fans and they may be unhappy but not enough to hate your company. Passive or neutral customers are not included in calculating NPS score.

Detractor - Customers that chose 0 to 6. Unhappy and disappointed. Their level of unhappiness might cause them saying negative things about your company.

After the customer picks a score, the best practice to follow up with is a second and open-ended follow up question similar to below:

“What is/are the reason/s for choosing this score?”

These answers qualify the reasoning behind the NPS survey. Without this data, you only have the net promoter score. You will know your current marketing position but you don’t know how or why you got there and how you can improve.

How to Calculate NPS Scores?

Calculating Net Promoter Score is straightforward - the percentage of detractors has to be subtracted from the percentage of promoters. Passives are not included in the calculation.

NPS = % of Promoters – % of Detractors

or

NPS = (Number of Promoters / Total Responses) – (Number of Detractors / Total Responses)

You will get a number within the interval [-100;100].

What is a good or bad NPS?

A score of 0 to +39 is good.

A score of +40 or +49 is very good.

A score of +50 to +69 is excellent.

A score of +70 or higher is outstanding.

Getting a high NPS is crucial specially for service-related industries like healthcare and restaurant businesses.

NPS also directly influences the First Call Resolution or FCR. This is another tool to measure customer experience by counting how many customer calls are resolved during the 1st call to your helpdesk. This is especially useful for BPO and Call Centers wherein excellent customer interaction and resolution is paramount to success.

What is an NPS Software

An NPS software is the solution to gather, compute and analyze your company’s Net Promoter Score. As stated earlier, the FCR is crucial for a good NPS score, thus a top software for FCR and NPS improvement is crucial for achieving below targets.

To speed up the process of getting feedback from customers. You can create a campaign or program to gather information from your top customers and your customers who are about to leave or discontinue.

To better understand your clients. It can help you determine the likes and dislikes of your customer. You can take preemptive actions to resolve issues or continue with what works.

To close the whole customer feedback loop faster. This automated process to track customer feedback shows the patterns of your customers. Getting this information faster will allow your company to plan and take action more effectively.

Most NPS softwares are paid but there are many free options. Some of the best free NPS software available are Google Forms and KwikSurvey.

7 Functionalities of a Top NPS Software Solution

1. Flexibility

Customization requires flexibility to change the survey and questionnaire template. This is one of the most important feature of any NPS software. The best NPS survey tools provide you with visual customization by adding your logo or using the company colors to personalize the survey.

The software should have flexibility to tailor custom surveys, group customers based on their responses, identify churn candidates, create surveys anytime for any segment, choose one or multiple distribution channels, and run multiple surveys simultaneously.

2. Survey Channels

The best NPS systems must have multiple ways or channels to reach your customers. Below are the channels available.

Email is the most common channel for your surveys. This is preferred by some since it's not intrusive and the customer can open and answer the survey whenever they want. One disadvantage is its low response rate. This necessitates sending follow up emails.

In-app NPS and Web surveys have high response rates since the surveys appear on the website or app that customers are looking at or working on. Proper timing when to send surveys increases the chances of a response.

SMS is the most personal channel to send your survey. This is also very targeted since you are sending surveys to customers who have shared their contact information with you. This level of trust can translate to better survey responses.

3. Integration

Ease of integration is also key feature of a top NPS software. Integrations can lead to customization to make you setup the best NPS platform possible. Integration with existing systems such as your SaaS CRM (e.g. Salesforce ) will sync survey campaigns to CRM contacts. Send feedbacks to your executives and key company personnel through your collaboration tool (e.g. Slack ).

4. API Access

The NPS software should be open to API access. Using of APIs is important because they make it possible to create survey customizations that use web services and social networks like Facebook, collaboration tools like Slack or other systems like SalesForce.

5. Analytics

The NPS software must provide a wide array of reports and analysis. The best NPS tools are those that help you know your product or company’s strengths and weaknesses. Example of reports is the root cause analysis of surveys, identifying drivers of promoters and detractors and a layout of customer loyalty information.

There should be an online dashboard to view all these metrics. The system should also be able to export reports to MS Excel, Google Spreadsheets, CSV and PDF. This will allow you to have printable copies of the report for filing or offline presentations.

6. Customer Closing Loop

The follow up question after the getting the customer’s promoter score is a way to close the feedback loop. The survey portal should be customizable and has a way to intelligently track all the answers. Critical information such as detractor comments and issues are very important. A sales manager can then view the feedback to take action or create campaigns to turn detractors into promoters. Promoters can also be contacted as part of a reward system or for appreciation.

7. Vendor Support

The NPS Software provider must have a ready help desk available 24x7. This is the one clear advantage of paid NPS software vs free one. The support team should be able to answer queries as quickly as possible. After all, their service is based on “speed” and “feedback”. They should be able to implement this same approach on their support system.

Best NPS Software Examples: What Market Has to Offer Today

1. SurveySparrow

A cloud-based platform for NPS surveys that simulate a chat-like experience.

Surveys can be sent via email, weblinks and social media platforms. These surveys can be personalized with a unique design and links for each respondent to track responses and users. Can integrate with Wordpress, Zendesk, HubSpot, Slack, Intercom, and SalesForce

Pros

A mobile first strategy because most emails are now read on mobile.

The surveys are more like a chatbot interface than a standard survey.

The free option is very useful for small companies.

Good customer pre-sales and after-sales support.

40% discount on annual rates.

Cons

Few options in survey templates and presentation.

Using only 1 fixed template, no other templates available for survey.

Lack of advanced survey analyzer with explanations on how to interpret the data.

No matter what type of account you opt to (free/paid), SurveySparrow branding tag will still be shown.

Pricing

Free - $0 (100 Responses/Month)

Personal: Starter - $19 (1,000 Responses/Month)

Personal: Plus - $29 (Unlimited Responses/Month)

Personal: Premium - $49 (Unlimited Responses/Month)

Business: Enterprise - $199 (Unlimited Responses/Month)

Business: Elite- Customizable (Unlimited Responses/Month)

2. AskNicely

Collects real-time and daily customer list which can be synched with a CRM. This can set automation of surveys and feedback requests based on events and set schedules.

It interconnects your company and provides the information and insights to each and every employee. It can integrate with existing tools like Zendesk and Intercom.

Pros

Large number of filter options. Custom fields can be imported.

Good customer pre-sales and after-sales support.

Simple and easy to set up. The initial demo is very informative.

Simple interface.

20% discount on annual rates.

Cons

Difficult to organize surveys via separate campaigns.

All contacts are in one list and do not have separate segments.

Limited pricing option. High price for standard offering.

Expensive and no ramp up pricing.

Pricing

Standard - $375 (5,000 Surveys/Month)

Custom - Customizable (Customizable Surveys/Month)

3. Delighted

A customer feedback system that can be connected to your help desk system to enable real -time “closing of feedback loop”. This helps in customer management and can proactively lessen churn.

It has a clean and attractive interface. Can integrate with  Salesforce, Shopify, Geckoboard, Slack, Zapier, Zendesk, Intercom, and many other systems

Pros

Clean and easy to use interface.

Quick and personalized service support.

Wide array of available systems for integration.

The NPS survey is on the email body. This allows users to answer on the email itself.

You can segment using tags and trends.

An option for e-Commerce companies due to ready integration with Shopify

10% savings on annual rates.

Cons

No In-App channel for the survey.

Tagging and filtering functionality needs improvements in gathering insights and trends.

Lack of detailed reporting. Need some manual work to get insights.

You can't send survey reminders.

You cannot search an email address.

Pricing

1 User - $0 (100 Surveys/Month)

2 users - $49 (750 Surveys/Month)

5 Users - $99 (2,500 Surveys/Month)

7 Users - $149 (5,000 Surveys/Month)

10 Users - $249 (10,000 Surveys/Month)

Business: Elite - Customizable (Customizable Surveys/Month)

4. Wootric

An NPS survey platform with AI learning capabilities. It uses customer experience metrics surveys to gather customer feedback in any channel. Supports integration with Gainsight, Salesforce, Slack, Totango,Zapier, Zendesk, and Intercom

The survey answers and responses “train” Wootric proprietary algorithm to learn and enable automatic categorization of segments and users. It also gives an informed analysis of feedbacks.

Pros

Simple and user-friendly layout.

Can run surveys autonomously with almost no intervention needed.

It automatically performs basic NPS analysis.

Automatically organizes qualitative feedback.

Good customer pre-sales and after-sales support.

The free plan has a lot of functionalities.

10% savings on annual rates.

Cons

The number of labels that you can use to tag reviews is limited.

Can’t create customer filters manually, beyond the tagging feature.

Difficult to manage and keep the follow-up dialogue process.

Pricing

Free - $0 (Unlimited Responses/Month, 1 Product only)

Essential - $99 (Unlimited Responses/Month, 1 Channel)

Pro - $249 (Unlimited Responses/Month, 2 Channel)

Enterprise - Customizable (Unlimited Responses/Month, 4 Channel)

5. Satismeter

A feedback solution using online channels web apps, mobile apps, and email. Can integrate with services like Intercom, Segment, Zapier, and Slack. SatisMeter surveys can be integrated into any app or website.

The platform’s collaboration feature let users share real- time results with team members and decision makers

Pros

Easy setup and one-click integrations with other platforms like Intercom.

The interface is intuitive with all functions on the dashboard.

Language support. The iInternational audience can answer surveys in native language.

Good customer pre-sales and after-sales support.

Cons

No option for SMS channel.

The platform offers very few settings.

Needs more flexibility in terms of targeting users.

High difference in pricing from Growth ($99 /mo) to Business ($299 /mo).

No discount for the yearly subscription.

Pricing

Startup - $49 (300 Responses/Month)

Growth - $99 (301 - 1,000 Responses/Month)

Business - $299 (1,001-10,000 Responses/Month)

Enterprise - Customizable (10,000+ Responses/Month)

Closing the Subject

An NPS software helps measure customer happiness and loyalty. The diverse feedback gathered may provide answers to other pressing matters not initially intended to be tackleds by the campaign. This further helps companies improve customer experience, drive retention, and better brand performance.

Lastly, getting to know which customers are your promoters is like striking gold in marketing. Promoters have the potential to sell or market better than any advertisement. People are more likely to trust a family or friend’s opinion when buying products.

This is what gives weight to recommendations of promoters as trustworthy sources and sales influencers. If you have any questions regarding this subject or want us to develop a custom NPS solution for your business needs feel free to drop us a line or simply call!