TOP 7 NPS TOOLS FOR 2019
The Net Promoter Score system became a leader in the field of metrics due to its simplicity and the impressive amount of actionable insights it offers. There are many companies that offer NPS solutions, but it can get hard to decide which of them would fit you best. Even though the NPS framework looks quite basic and simple, NPS services improved it over the time with features and automated workflows that makes it an indispensable metric to reduce customer churn and grow brand advocacy. We've compiled a list of 7 most popular NPS products on the market with their features and prices to help you choose the best service for your company.
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The NPS platform is friendly, interactive and is easy to use even for beginners and non-technical users.
Multi-channel support: live chat, email, help desk, phone support.
Survey via In-App
Survey your customers inside your website or application.
Survey via Email
Survey your customers by sending a customized email survey.
Fully customize the look and content of the survey.
Prepare fully customized survey questions for various scenarios and workflows.
3rd Party / API
Retrieve and push customer data from 3 party services such as Mailchimp, Intercom, and build custom integrations, workflows, scenarios using API.
Personalized Open-Ended Question
Send personalized customer satisfaction surveys and customize follow-up messages.
Personalized Thank You Page
Show your customers a customized message right after they submit the survey.
Add your Net Promoter Score to your website or application
Analyze and close the feedback loop by engaging with your clients and resolving the reported issues using the internal messaging feature.
Highly intuitive visual reports and insights presented in an easy to understand manner.
Share results and close the feedback loop with your colleagues.
Receive notifications on your customer's NPS feedback and custom events.
Segment your customers based on custom criteria.
Segment customer feedback.
Native integrative that will offer access to 750 + applications and create thousands
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What is NPS?
Net Promoter Score (NPS®) is a customer loyalty and satisfaction metric. The NPS is measured by sending your customers a single-question survey - “How likely are you to recommend our product or service to a friend or colleague?”. The customers answer on a scale from 0 to 10 and are further categorized into three segments: Promoters, Passives and Detractors. The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
Why you should measure NPS?
From designing your survey, processing responses to being able to close the feedback loop and automate all processes, a dedicated NPS platform provides you with all the necessary tools you might need to craft a perfect NPS campaign. A platform designed specifically for measuring NPS, will ensure that you are maintaining the basic principles of NPS methodic, making your benchmarking process more accurate.
Choose the right NPS service for your needs
If you are running a business on your own and all you want is to send a simple NPS survey, then Customer Guru should be a great fit for you. It doesn’t offer a lot of features but in return it gives you the option of sending an unlimited number of surveys.
Small companies with low budget might find basic plans offered by Delighted and Promoter.io most suitable for their business. They have the most affordable basic plan subscription on the market, which offers all the basic NPS features that perfectly match the needs of a small business.
Many NPS services have dedicated subscriptions for startups - Promoter.io, SatisMeter, Delighted. They have a good variety of features, but can vary in pricing.
For large businesses pricing for “Enterprise” plans can vary depending on the needs and features it includes. Generally speaking AskiNicely, Promoter.Io and Customer Gauge have the best price for “advanced” subscriptions in the market.
What we tested
Promoter.io gives you a little bit more power over your survey template appearance than SatisMeter. You can also customize the Thank You page based on customers feedback, but sadly you can't quite remove the Promoter.io style off your survey template and make it look like your own design.
They offer a good variety of features and options that will come in handy if you're considering surveying a large number of customers and running a long-term NPS campaign. But it might take you some time to get familiar with this service and feel comfortable using it.
Promoter.io is known as having one of the most appealing prices on the market. It has a generous 30-days Free Trial with all the premium features included. The paying subscriptions start from $29 a month, giving you the equivalent of survey credits and features that other services will charge you about $100 for. It's perfect for an ongoing NPS campaign.
Customer.guru allows you to edit and customize pretty much everything in your survey template: The main survey, the Thank You page, and even the open-ended question. You have the full creative freedom. It might take a little time to fully personalize your survey, but you can always choose the default template.
They're offering the basic set of NPS required features and even more, such as: in-app conversations to comfortably close the feedback loop, a great system of notifications, highly-demanded integrations and API and it's an intuitive and clean service. The constant launch of new features and improvement is also a plus.
Customer.guru is definitely not the cheapest service. Starting from $50 / month it will get really costly in the long run. But at least they offer a free trial to help you get familiar with the product.
Standard NPS survey design with possibility to edit the text and colors.
Very similar to Wootric, probably fewer advanced features. Built in tools to action responses, such as notes, replies, testimonial publishing.
You get a good value for the basic plan, but a lot of small businesses and startup companies might need additional features, which are being offered in a tremendously overpriced Advanced plan. It charges additional $300 a month for a premium support and Salesforce Integration.
High quality survey with more visual customization, Thank You page customization, option to use your own domain, web and URL-based surveys, you can also dynamically ask your customers about different products and services. Unfortunately they don’t offer the possibility to customize the open-ended question.
Delighted offers a very basic set of features but delivers more with less - they have great web, text message and email surveys, and also provide great team collaboration to read real customer feedback, notifications for trending topics and various popular integrations. They don’t give you the option to close the feedback loop from the app so you’ll have to follow-up on the feedback from your email client.
If you want to send your NPS survey through different channels, such as Web, SMS, Email - it’s a good value for the money. Small business and bigger companies can really benefit from their core features.
Their design is very simple and they do not give you the option of changing a lot in your template, arguing that it generates higher response rate.
Wootric covers the basic features and a few additional options, such as In-App NPS - which lets you pop-up your NPS survey on your website or application.
Their pro package that has only basic features, can be too expensive for small and medium-size companies.
They're offering a quite basic NPS survey template. You can change the color pattern and pretty much it. So if you're looking for a hassle free template customization - you might like it.
At its core, NPS is a very simple metric. The features SatisMeter is offering (send survey, NPS & feedback tracking) is enough to run a basic NPS campaign.
The price is average for this market, starting from $49/month. Although it is a little too expensive for the basic features. But they've got a generous free trial.
They don’t put enough emphasis on the ability to customize details of the survey for their basic subscription. What is unique about their survey is that it has a friendly look with a cartoon-like design.
Customer Gauge offers a basic set of features, which include: analytics, integrations and closing the feedback loop option. They also have a few features big companies can benefit from, such as scalability of users, permission sets and connection to corporate systems. They don’t provide In-App and SMS surveys, but besides that they have good all-around functionality for both small businesses and enterprises.
You would have to schedule a demo to find out their pricing. Based on your requests and needs, they will come up with a custom subscription for you.
Our verdict and recommendations
We tested and made a thorough analysis of different NPS products. The results show that Promoter.io has the best price for the set of features that they offer.
Send personalized customer satisfaction surveys. Сhoose the colors and styling that represent your brand. You can change the font family, size and color, pick a different shape of the number buttons and choose the color of each block in the survey.
You can choose to automatically send surveys on business or calendar days and their frequency. All you need to do is add your customers, select how often you would like them to be surveyed and automation feature will take care of the rest.
Closed Customer Feedback Loop
Analyze and close the feedback loop by engaging with your clients and resolving the reported issues gathered and organized in your Promoter.io account.
You can invite team members to your account, give them permission roles and work together on your NPS campaign.
In Promoter.io you can segment and filter pretty much anything. They’re mostly relying on an advanced tags system for this. You can add tags to your customers or responses. This allows you to segment feedback by category, or filter all the information on your dashboard by tags.
Promoter.io makes sure you’ll never miss a feedback from your customers. You can create custom notification for new responses and receive them in your inbox immediately, on a daily or weekly basis. You can also send notification to a Slack channel.
You can add your customers manually, upload a CSV file or import them via one of their integrations with various CRM, email marketing, helpdesk, marketing automation and billing products.
Promoter offers a Basic, Premium and Enterprise subscription. All plans include a free 30-day trial with access to all features. No contracts or obligations. No credit card required to get started.
Question and Answers
What is the Net Promoter Score (NPS)?
The Net Promoter Score (NPS for short) is a measure that indicates the overall satisfaction of your visitors and customers. With two simple questions, you can get direct customer feedback on your page.
The NPS does not determine satisfaction with a particular event or action, but the general mood and inclination to recommend or discourage your brand. This allows providers to make improvements, strengthen customer loyalty in the long term, and increase the referral rate.
Why is the NPS so important?
Research has shown that improving a brand's NPS is directly related to increasing business activity and customer base. It is important to keep an eye on the NPS and to act proactively. At the same time, it is also an internal benchmarking tool (some companies even publish their score).
With hundreds of NPS tools you know exactly what your users like and what can be improved. Comments and suggestions left by respondents can also be a very useful source when looking for ideas for future test scenarios and personalization campaigns.
Who uses the NPS?
An investigation revealed that two-thirds of the top 1000 companies (Fortune 1000) use the Net Promoter Score. Every brand can benefit from multinational corporations, mid-sized and small businesses, to start-ups. What makes NPS surveys so successful is the simplicity and high feedback rate.
Customer opinions should always be followed by an action. Thanks to the NPS, you can offer "promoters", ie positive feedback providers, the opportunity to express their opinion in the form of a public testimonial. Detractors, so dissatisfied customers, can be contacted later to discuss problems and criticisms and fix them in the long term.
How does NPS work?
Research has shown that a simple question like "on a scale of 0 to 10 - how likely would you recommend company X to your friends or colleagues?" the best results in order to establish a correlation between the probability of a recommendation of the visitors and the actual purchase intentions.
The participants in an NPS survey are divided into three groups:
- Detractor: Respondents who give a feedback score between 0 and 6. They are dissatisfied customers who would advise others of your brand, product or service.
- Passive: respondents who score between 7 and 8. They are generally satisfied, but still neutral customers, who would also migrate to competing products and have no strong customer loyalty.
- Promoter: Satisfied users with a feedback score of 9 and 10. You are most likely to recommend your company or product to friends and acquaintances.
How is the NPS calculated?
The net promoter score is the difference between promoters (satisfied users) and destroyers (dissatisfied users). You get a value between -100 and +100. A score of -100 would mean that you have only highly dissatisfied users. A positive score indicates that you have mostly positive attendees. Passive users are not included in the calculation.
How is the NPS to be interpreted?
How do you know if you have a good or bad NPS? A score of 0 generally does not mean that you are performing poorly. In some industries, a low or even negative score is the norm. Likewise, it does matter in which country the feedback is given, because some cultures and mentalities are simply more enthusiastic and less critical than others.
Your very first survey should serve as a benchmark for all subsequent surveys. Examine how the score evolves over time (taking into account any changes on your page). Only regular feedback from your visitors can guarantee future optimization. The rule of thumb is that a score above 10 is good, a score over 50 is excellent, and anything over 70 is really extraordinary.
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