Customer loyalty drives sustainable business growth. When customers love your product or service, they stick around longer, spend more money, and recommend you to others.
However, understanding which customers are truly loyal, which are at risk of leaving, and why they feel the way they do can be a challenge.
That’s where Net Promoter Score software comes in. The right NPS platform does more than send surveys and calculate scores. It helps you identify customers who might cancel their subscriptions, recognize your biggest fans, and uncover specific problems you can fix to improve the customer experience.
We’ve spent time researching and comparing the top NPS platforms available today. In this guide, we’ll walk you through the 11 best NPS software tools, what makes each one unique, and how to choose the right solution for your business needs.
In This Article:
- What is NPS Software and Why Does It Matter?
- Key Features to Look for in NPS Software
- 11 Best Net Promoter Score Software (Ranked and Reviewed)
- UserFeedback – Best NPS Software for WordPress
- Qualaroo – Best for Product Development
- Satismeter – Best for Multi-Channel Feedback Collection
- AskNicely – Best for Service Teams
- Delighted – Best for Getting Started Quickly
- Retently – Best for eCommerce
- Zonka Feedback – Best for Customizable Surveys
- SurveySparrow – Best for Conversational Surveys
- Survicate – Best for User Journey Surveys
- Qualtrics – Best Enterprise Solution
- InMoment (formerly Wootric) – Best Cross-Channel Solution
- What Is the Best Net Promoter Score Software?
- FAQs About Net Promoter Score (NPS) Software
What is NPS Software and Why Does It Matter?
Before we jump into the rankings, let’s make sure we’re on the same page about what NPS software actually does.
Net Promoter Score (NPS) is a customer loyalty metric that asks one simple question: “How likely are you to recommend us to a friend or colleague?” Customers respond on a scale of 0-10, which categorizes them into three groups:
- Promoters (9-10): Your brand champions who love your product and actively recommend it
- Passives (7-8): Satisfied but unenthusiastic customers who could be swayed by competitors
- Detractors (0-6): Unhappy customers at risk of churning and potentially spreading negative word-of-mouth
Your NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, giving you a score between -100 and 100.
Why NPS Software Matters
While you could technically run NPS surveys manually, dedicated NPS software makes this simple metric far more useful. The right platform helps you:
- Automate feedback collection across multiple channels (email, SMS, in-app, web)
- Understand customer sentiment through advanced analytics and trend identification
- Close the loop faster with automated workflows that alert teams to respond to feedback
- Identify revenue opportunities by connecting feedback to upsell, referral, and retention initiatives
- Build a customer-first culture by making feedback visible and actionable across your entire organization
Research shows that companies with higher NPS scores see better customer retention, increased lifetime value, and stronger organic growth through referrals. But to capture these benefits, you need the right tools.
Key Features to Look for in NPS Software
Different NPS platforms offer vastly different features and capabilities. When evaluating your options, I recommend looking for these essential capabilities:
- Multiple Survey Channels. Your customers interact with you across different touchpoints. Great NPS software lets you reach them via email, SMS, in-app surveys, website widgets, and shareable links.
- Smart Targeting and Timing. The best tools let you segment your audience and trigger surveys at optimal moments, like after a purchase or support interaction, without over-surveying individual customers.
- Conditional Logic. Look for platforms that can ask different follow-up questions based on customer responses, helping you gather more specific and actionable feedback.
- Closed-Loop Feedback Management. Your NPS software should make it easy to respond to feedback quickly, with automated alerts, case management workflows, and integrations with tools like Salesforce and Slack.
- Advanced Analytics and Reporting. Beyond calculating your NPS, look for tools that identify trends, perform text analytics on open-ended responses, and connect feedback to business outcomes like revenue and retention.
- Revenue Integration. For B2B companies especially, connecting NPS data to account size and revenue data helps you prioritize which customer issues have the biggest impact on your business.
- Seamless Integrations. Your NPS platform should work with your existing tech stack, from CRM and customer support tools to marketing automation and analytics platforms.
11 Best Net Promoter Score Software (Ranked and Reviewed)
With the above features in mind, let’s look at the top NPS software solutions available today.
- UserFeedback – Best NPS Software for WordPress
- Qualaroo – Best for Product Development
- Satismeter – Best for Multi-Channel Feedback Collection
- AskNicely – Best for Service Teams
- Delighted – Best for Getting Started Quickly
- Retently – Best for eCommerce
- Zonka Feedback – Best for Customizable Surveys
- SurveySparrow – Best for Conversational Surveys
- Survicate – Best for User Journey Surveys
- Qualtrics – Best Enterprise Solution
- InMoment (formerly Wootric) – Best Cross-Channel Solution
UserFeedback tops my list as the best Net Promoter Score (NPS) software for WordPress users. It’s specifically designed to help you collect candid customer feedback through short, targeted surveys, and it includes powerful heatmap analytics too.
It’s also beginner-friendly. You won’t spend hours figuring out how to set up your first survey. The plugin installs in minutes, and you can choose from pre-built templates or create completely custom surveys with unlimited questions.
You can create surveys, view results, and manage settings without ever leaving your WordPress dashboard.
The NPS template comes pre-configured with the standard question (“How likely are you to recommend us to a friend or colleague?”), but you can easily customize the wording to match your brand voice or product name.
One particularly useful feature is the comment box option, which lets you collect open-ended feedback alongside the numeric rating. When customers explain why they chose their score, you get actionable insights you can actually use to improve your business, not just a number.
The plugin also automatically calculates your NPS score and displays it in an easy-to-read report that shows exactly how many promoters, passives, and detractors you have, along with a graph tracking how your score changes over time.
Key Features:
- Unlimited Surveys and Responses: Create as many surveys and questions as you need, with no limits on user responses as your business grows.
- Heatmap Analytics: Track exactly where visitors click, scroll, and move their mouse to understand user behavior alongside survey feedback.
- Pre-Built Templates: Get started quickly with ready-made NPS, Customer Satisfaction (CSAT), and Customer Effort Survey (CES) survey templates that follow best practices.
- One-Question-at-a-Time Display: Keep users engaged by showing questions sequentially rather than overwhelming them with long forms.
- Conditional Logic: Show different follow-up questions based on user responses to create personalized survey paths.
- Smart Targeting: Control which surveys appear based on device type, specific pages, user behavior, and more.
- Survey Scheduling: Plan surveys to run during specific promotions, events, or time periods automatically.
- Native WordPress Integration: Seamlessly connects with Google Analytics and MonsterInsights to track survey performance directly in your WordPress dashboard.
What I love about UserFeedback:
UserFeedback combines simplicity with powerful features in a way most other tools don’t. The surveys display one question at a time, which keeps users engaged and dramatically improves completion rates compared to long-form surveys.
You can add conditional logic to show different follow-up questions based on responses, helping you gather more specific insights without overwhelming respondents. And unlike most NPS tools that only give you survey data, UserFeedback includes heatmaps so you can see both what users do and why they do it.
Who it’s for: WordPress site owners who want an easy-to-use, feature-rich NPS solution that integrates seamlessly with their existing site.
What makes it different: UserFeedback is purpose-built for WordPress, making setup incredibly simple. The combination of surveys and heatmaps gives you a complete picture of customer experience.
Pricing: Plans start at $49.50/year, with a free version available.
Get started with UserFeedback today!
2. Qualaroo – Best for Product Development
Qualaroo specializes in collecting in-depth customer feedback during every stage of product development. Its unique Nudge™ feature presents unobtrusive pop-ups at the right moment to capture timely insights.
What makes Qualaroo particularly valuable for product teams is its contextual approach. Instead of blasting surveys to everyone, you can trigger them based on specific user behaviors, like when someone visits your pricing page three times or spends more than five minutes on a particular feature. This means you’re asking for feedback precisely when users have something meaningful to share.
Key Features:
- Nudge™ Pop-ups: Display subtle surveys at optimal moments in the user journey based on behavior triggers like page visits or time spent.
- Advanced Targeting: Segment users and show different surveys to specific groups based on their actions, demographics, or profile data.
- Exit Intent Surveys: Capture feedback from visitors who are about to leave your site to understand why they’re not converting.
- AI-Powered Sentiment Analysis: Automatically categorize feedback as positive, negative, or neutral to quickly identify priority issues.
- Platform Integrations: Connect seamlessly with Google Analytics, Salesforce, Slack, and other tools to centralize feedback data.
What I love about Qualaroo:
Qualaroo’s Nudge™ feature is genuinely clever. The pop-ups appear at exactly the right moment in the user journey, so you’re capturing feedback when it’s most relevant.
The AI-powered sentiment analysis can also save you tons of time. It automatically categorizes positive and negative feedback, so you can prioritize what needs attention first.
Who it’s for: SaaS companies and digital product teams focused on continuous improvement.
What makes it different: Qualaroo’s contextual approach helps you capture feedback at critical decision points in the user journey, making insights particularly actionable for product teams.
Pricing: A free trial is available. Paid plans start at $39.99/month for essential feedback features. To unlock their signature Nudge™ pop-ups and advanced targeting, you’ll need to choose one of their higher-tier plans.
3. Satismeter – Best for Multi-Channel Feedback Collection
Satismeter makes it easy to collect NPS, CSAT, CES, and product-market fit data through clean, professional surveys across multiple channels. The platform excels at reaching customers wherever they are, in your app, on your website, via email, or through shareable links.
Where Satismeter shines is in its flexible distribution options. You can run the same survey campaign across email, web widgets, in-app prompts, and mobile apps, ensuring consistent feedback collection regardless of how customers interact with your business. The platform handles the complexity of multi-channel distribution while keeping the user experience simple and consistent.
Key Features:
- Pre-Built Templates: Launch surveys quickly using ready-made templates for NPS, CSAT, CES, and product-market fit surveys.
- Omnichannel Distribution: Deploy surveys across email, web widgets, in-app messages, mobile apps, and shareable links from a single campaign.
- Brand Customization: Personalize survey appearance with your logo, colors, and messaging to maintain brand consistency across all channels.
- Automatic Score Calculation: Get real-time NPS, CSAT, and CES calculations without manual data processing.
- Business Tool Integrations: Connect with CRM, help desk, analytics, and marketing platforms to centralize customer feedback data.
What I love about Satismeter:
The multi-channel approach works seamlessly. You set up your survey once, and Satismeter automatically optimizes it for each channel, whether that’s a discreet widget in your web app or a mobile-friendly survey in your iOS or Android app. The branding customization ensures your surveys look professional and on-brand across every touchpoint. The platform even tracks response rates by channel, so you can see which distribution methods work best for your audience.
Who it’s for: Companies that need to collect feedback across multiple customer touchpoints
What makes it different: Satismeter excels at multi-channel feedback collection, making it easy to reach customers wherever they interact with your business.
Pricing: Plans start at $199/month, although there is a free option that includes up to 25 responses.
4. AskNicely – Best for Service Teams
AskNicely offers real-time customer feedback, making it ideal for service-based businesses. The platform treats NPS as a coaching tool, not just a measurement metric.
What distinguishes AskNicely from other platforms is its focus on the people delivering your customer experience. When a customer gives feedback about a specific employee, that person receives immediate recognition (for positive feedback) or coaching opportunities (for negative feedback). This creates a continuous feedback loop that helps your team improve day by day.
Key Features:
- Mobile-Optimized Surveys: Enable frontline employees to view their scores, read feedback, and respond to customers directly from their phones.
- Real-Time Alerts: Notify team members immediately when feedback comes in so they can respond while the interaction is still fresh.
- Employee Coaching Tools: Track individual performance, identify coaching opportunities, and help team members improve based on customer feedback.
- Automated Survey Sending: Trigger surveys at optimal times after customer interactions without manual intervention.
- Business Platform Integration: Connect with your existing CRM, help desk, and communication tools to streamline workflows.
What I love about AskNicely:
The mobile-first design makes perfect sense for service businesses where employees aren’t sitting at desks all day. Your technicians, drivers, or service staff can see their personal NPS scores, read customer comments, and respond to feedback right from their phones. When someone gets glowing feedback, their whole team can celebrate it.
Who it’s for: Service organizations that want to turn every employee into a customer experience champion.
What makes it different: AskNicely treats NPS as a coaching tool, not just a measurement tool, making feedback actionable at the individual employee level.
Pricing: Pricing is custom, so you’ll need to get in touch with the sales team for a quote.
5. Delighted – Best for Getting Started Quickly
Delighted offers a streamlined NPS platform that focuses on ease of use without sacrificing essential features. The platform’s minimalist design means you can launch your first survey in minutes instead of hours.
There’s no lengthy onboarding process, no confusing configuration screens, and no overly-complex features you’ll never use. You get a clean, intuitive interface that makes creating and sending surveys remarkably straightforward. This simplicity extends to the reporting dashboard, where you can quickly spot trends without digging through layers of data.
Key Features:
- Simple Survey Creation: Build and launch surveys with an intuitive interface that requires no technical knowledge or training.
- Multiple Distribution Options: Send surveys via email, embed them as web widgets, or share through direct links.
- Follow-Up Questions: Add open-ended questions after the rating to understand the reasons behind customer scores.
- Real-Time Dashboard: View responses as they arrive with live updates and easy-to-understand visualizations.
- Team Collaboration: Share feedback and insights with team members to ensure everyone stays informed about customer sentiment
What I love about Delighted:
The speed at which you can get started is impressive. You can go from signing up to sending your first survey in under five minutes. The real-time reporting dashboard updates as responses come in, so you always have current data at your fingertips. Plus, Delighted doesn’t lock basic features behind expensive tiers, even the free plan gives you access to the core functionality you need to run a meaningful NPS program.
Who it’s for: Small to medium businesses wanting to launch their first NPS program quickly.
What makes it different: Delighted’s minimalist approach means you can launch your first survey in minutes.
Pricing: Delighted offers a free plan for 1 user and up to 25 responses. Beyond that, they have several tiers of paid plans, starting at $19/month for 2 users and 50 responses.
6. Retently – Best for eCommerce
Retently is a comprehensive customer experience platform designed specifically for eCommerce and retail brands. The platform specializes in automating feedback collection at key touchpoints throughout the customer journey.
What makes Retently particularly valuable for online retailers is how it connects with the systems eCommerce businesses actually use. Instead of existing in isolation, Retently integrates with existing order management, shipping, customer support, and marketing tools. This means you can trigger surveys based on real customer actions, like when an order ships or a support ticket closes, without building complex workflows.
Key Features:
- eCommerce Platform Integrations: Connect natively with Shopify, WooCommerce, and other major eCommerce platforms for seamless data flow.
- Multi-Channel Surveys: Reach customers through email, SMS, in-app messages, or web surveys depending on their preferences.
- Event-Based Triggers: Automatically send surveys after purchases, deliveries, support interactions, or other customer actions.
- Multiple Survey Types: Measure customer loyalty and satisfaction with NPS, CSAT, and CES surveys all in one platform.
- Real-Time Analytics: Track scores, trends, and customer sentiment with dashboards that update as responses arrive.
- Tool Ecosystem Integration: Connect with help desk software, CRM systems, and email marketing platforms to centralize customer data.
What I love about Retently:
You can automatically send surveys right after key moments in the shopping experience. For example, you can send them after delivery, following a support interaction, or when a customer completes their first purchase. The multi-channel delivery options mean you can reach customers however they prefer to communicate, whether that’s email, SMS, or embedded surveys in your app. The setup is straightforward if you’re using popular eCommerce platforms like Shopify or WooCommerce, with pre-built integrations that work out of the box.
Who it’s for: eCommerce and retail businesses wanting to track customer experience at every touchpoint.
What makes it different: Purpose-built for eCommerce with deep integrations throughout the retail tech stack, from order management to customer support.
Pricing: eCommerce plans start at $49/month and B2B business plans start at $100/month. You can test the tool out with a 14-day free trial.
7. Zonka Feedback – Best for Customizable Surveys
Zonka Feedback offers highly customizable surveys that can be delivered across multiple touchpoints, with strong omnichannel capabilities. The platform gives you maximum flexibility to create exactly the survey experience you want.
What sets Zonka apart is the breadth of customization options available. You can control every aspect of your survey’s appearance, behavior, and delivery. The event-triggered survey capability is particularly powerful. You can set up surveys to appear based on virtually any user action, from clicking specific buttons to abandoning a cart to spending a certain amount of time on a page.
Key Features:
- Multiple Form Types: Choose from various feedback formats including NPS, CSAT, CES, and custom questionnaires to match your needs.
- Event-Triggered Surveys: Display surveys automatically based on user actions like purchases, cart abandonment, button clicks, or time on page.
- Customizable Templates: Modify every aspect of survey appearance, questions, and flow to create the exact experience you want.
- Real-Time Collection: Capture and view feedback as it happens with instant notifications and live dashboard updates.
- Offline Survey Capability: Collect feedback on iOS and Android devices without internet connection, with automatic syncing when connectivity returns.
What I love about Zonka Feedback:
The offline survey capability is genuinely useful for businesses with physical locations. Your team can collect NPS feedback on tablets or smartphones even without an internet connection, and the responses sync automatically when connectivity returns. The event-triggered surveys also work really well. You can capture feedback at precisely the moment it matters most, whether that’s immediately after a purchase, when someone abandons their cart, or when they complete onboarding.
Who it’s for: Small businesses that want maximum flexibility in survey customization.
What makes it different: Zonka’s event-triggered surveys let you capture feedback at precisely the right moment in the customer journey.
Pricing: Zonka Feedback offers custom pricing, so you’ll need to reach out to their team to get a quote.
8. SurveySparrow – Best for Conversational Surveys
SurveySparrow focuses on creating engaging, conversational surveys that feel more like a chat than a traditional questionnaire. The platform’s unique interface significantly boosts response rates by making surveys more enjoyable to complete.
Traditional surveys can feel like homework. SurveySparrow changes that dynamic completely by presenting questions in a chat-like format that feels natural and conversational. Instead of staring at a long form, respondents answer one question at a time, just like they’re texting with a friend. This approach dramatically reduces survey abandonment rates.
Key Features:
- Conversational Interface: Present surveys in a chat-like format that mimics natural conversation and feels less formal than traditional forms.
- Omnichannel Distribution: Deploy the same survey across email, SMS, web embeds, and mobile apps with consistent formatting.
- Multi-Language Support: Create and send surveys in multiple languages to reach international customers in their preferred language.
- Advanced Logic and Branching: Show different questions based on previous answers to create personalized, relevant survey experiences.
- Experience Management Modules: Track both customer and employee experience in a single platform for comprehensive insights.
What I love about SurveySparrow:
The conversational interface can make a big a difference in completion rates. When surveys feel more like conversations, people are more likely to finish them and provide thoughtful responses. The advanced logic and branching capabilities let you create highly personalized survey experiences that adapt based on previous answers. We also appreciate the omnichannel distribution—you can send the same conversational survey via email, SMS, or embed it on your website, and it works beautifully across all channels.
Who it’s for: Organizations that want to maximize survey response rates through better user experience.
What makes it different: The conversational format makes surveys feel less like work and more like a natural conversation, significantly boosting completion rates.
Pricing: There is a free plan available. Paid plans start at about $19/month (exact prices vary by tier and billing).
9. Survicate – Best for User Journey Surveys
Survicate specializes in collecting feedback throughout the entire user journey, from first visit to long-term customer. The platform excels at helping you understand how users experience your product over time, not just at single touchpoints.
What makes Survicate particularly effective is its focus on continuous feedback collection. Instead of sending occasional surveys, you can set up trigger-based surveys that appear at specific moments throughout the customer lifecycle. This gives you a much richer understanding of how customer sentiment evolves as they move through different stages of their relationship with your business.
Key Features:
- Behavior-Based Triggers: Display surveys automatically based on exit intent, scroll depth, time on page, or custom events you define.
- On-Page Widgets: Embed persistent feedback widgets that let users share thoughts anytime without interrupting their experience.
- Journey Mapping: Visualize how customer sentiment changes throughout their entire lifecycle from first visit to loyal customer.
- Analytics Integration: Connect with Google Analytics, Mixpanel, and other tools to combine behavioral data with feedback insights.
- Multi-Channel Distribution: Collect feedback through website surveys, email campaigns, in-app messages, and shareable links.
What I love about Survicate:
The trigger-based survey options are quite sophisticated. You can display surveys based on exit intent, scroll depth, time spent on a page, or custom events you define. This precision means you’re asking for feedback when users have relevant context to share. The user journey mapping feature also helps you visualize where customers are most satisfied or frustrated throughout their experience, making it easier to prioritize improvements.
Who it’s for: Small to medium businesses focused on optimizing the complete customer journey
What makes it different: Survicate’s strength lies in helping you understand how users experience your product over time, not just at single touchpoints.
Pricing: Survicate offers a free plan for up to 25 responses per month. If you need more than that, you can upgrade to paid plans starting at $79/month.
10. Qualtrics – Best Enterprise Solution
Qualtrics is a comprehensive experience management platform that offers far more than just NPS, making it ideal for large enterprises with complex needs. The platform can handle massive survey volumes across multiple departments and locations.
It offers sophisticated analytics, advanced statistical tools, and the scalability to handle millions of survey responses. Beyond customer experience, Qualtrics can also manage employee experience, product experience, and brand experience, all within a single unified platform.
Key Features:
- Advanced Analytics: Access statistical analysis tools including predictive analytics, driver analysis, and correlation studies beyond basic NPS calculation.
- Multi-Channel Delivery: Send surveys through email, SMS, web, mobile apps, and offline channels with consistent branding.
- AI-Powered Insights: Leverage artificial intelligence to automatically identify themes, predict trends, and highlight priority issues.
- Text Analytics: Use natural language processing to automatically categorize and analyze thousands of open-ended responses.
- Enterprise System Integration: Connect seamlessly with major CRMs, ERP, HRISs, and other enterprise platforms for unified data.
What I love about Qualtrics:
Qualtrics offers statistical analysis tools that go far beyond basic NPS calculation, including predictive analytics, driver analysis, and text analytics powered by natural language processing. The platform can automatically identify themes in open-ended responses across thousands of surveys, saving countless hours of manual review. For large enterprises with complex organizational structures, the ability to manage multiple programs across different divisions while maintaining consistent standards is invaluable.
Who it’s for: Large enterprises needing a comprehensive experience management platform
What makes it different: Qualtrics offers enterprise-grade features and scalability, with the ability to manage customer, employee, product, and brand experience all in one place.
Pricing: Qualtrics offers a basic free plan, but you’ll need to reach out to their team to get a quote for custom pricing.
11. InMoment (formerly Wootric) – Best Cross-Channel Solution
InMoment offers a full-service cross-channel NPS solution designed to monetize customer insights and drive measurable growth. The platform connects customer feedback directly to business outcomes like revenue, retention, and referrals.
It focuses on tying customer experience to financial results. Meaning, the platform doesn’t just tell you your NPS score, it shows you how much revenue is associated with promoters versus detractors. This can help you quantify the ROI of experience improvements. This financial connection makes it much easier to justify continued investment in customer experience initiatives.
Key Features:
- Cross-Channel Collection: Gather feedback through email, web, mobile, SMS, and in-person channels for comprehensive customer insights.
- Revenue-Focused Analytics: Connect NPS data to account value and revenue metrics to quantify the financial impact of customer experience.
- Journey Mapping: Visualize the complete customer journey and identify which touchpoints have the greatest impact on loyalty.
- AI-Assisted Insights: Use artificial intelligence to surface patterns, predict churn risk, and identify upsell opportunities automatically.
- Earned Growth Tracking: Measure revenue from customer referrals and retention separately from paid acquisition to understand true growth drivers.
What I love about InMoment:
The revenue-focused analytics help you speak the language of executives and board members. When you can show exactly how much revenue is at risk from detractors or how much growth potential exists in your promoter base, getting buy-in for customer experience initiatives becomes much easier. The consultative approach from their customer success team also means you’re not just buying software, you’re getting strategic guidance on building a comprehensive experience program.
Who it’s for: Large B2B companies focused on tying customer experience directly to revenue outcomes.
What makes it different: InMoment’s consultative approach helps you build a strategic roadmap from surveys to market share growth.
Pricing: InMoment offers custom pricing plans, so you’ll need to get in touch with them for a quote.
What Is the Best Net Promoter Score Software?
The best Net Promoter Score software depends on your specific business needs and platform.
- For WordPress users, UserFeedback is the clear winner. It offers seamless integration with the platform and combines surveys with powerful heatmap analytics. Plus, it offers unlimited surveys and responses starting at just $49.50/year—a fraction of what enterprise alternatives cost.
- For eCommerce businesses, Retently offers specialized integrations and automation to collect feedback throughout the customer journey.
- For service-based businesses, AskNicely excels at empowering teams with real-time feedback they can act on immediately.
- For large enterprises, Qualtrics or InMoment provide the advanced analytics and scalability required for complex organizations.
- For businesses wanting conversational surveys, SurveySparrow’s chat-like interface significantly boosts response rates and makes surveys feel more engaging.
Ready to see what UserFeedback can do for your business? Get started with UserFeedback today!
FAQs About Net Promoter Score (NPS) Software
What is a good NPS score?
NPS scores range from -100 to 100. Generally, any positive score is considered good, above 50 is excellent, and above 70 is world-class. However, scores vary significantly by industry, so it’s important to benchmark against competitors in your sector.
How often should I survey customers for NPS?
For relationship NPS (measuring overall loyalty), survey customers every 6-12 months. For transactional NPS (measuring specific interactions), survey immediately after key touchpoints like purchases or support interactions. The key is finding the right balance between gathering frequent data and avoiding survey fatigue.
Should I ask a follow-up question after the NPS rating?
Absolutely! An open-ended follow-up like “What is the primary reason for your rating?” provides the context you need to take action. The numeric score tells you where you stand; the qualitative feedback tells you what to do about it.
Can I use NPS software for other types of surveys?
Most NPS platforms also support other customer experience metrics like CSAT (Customer Satisfaction Score) and CES (Customer Effort Score). Tools like UserFeedback let you create completely custom surveys for any purpose.
Is NPS really better than other customer satisfaction metrics?
NPS isn’t necessarily “better”—it’s different. NPS measures loyalty and likelihood of referral, while CSAT measures satisfaction with specific interactions, and CES measures ease of doing business. The best CX programs use all three metrics together to get a complete picture.
