NPS or Net Promoter Score how ever you want to call it, has grown quickly in popularity in the past few years. In the early days of Net Promoter Score measurement, the implementations usually were done by sending emails or other messages manually and by keeping score in different excel files.

Over the years as the need for more sophisticated ways to measure NPS has grown, a lot of different platforms have developed to fulfil that need. And most needs related to measuring and analysing NPS can now be easily implemented with different software’s.

The problem for most decision makers is actually in choosing the right tool, instead of using too much resources for manual work. There is a lot of different platforms that have their pros and cons, with very different price points and it might be quite difficult to decide between different options.

What are the key factors you should consider, when choosing NPS tool?

The most important factor to consider is your use case and in your use case the complexity the tool has to be able to cope with. If you just want to measure NPS from your customer base you should probably use some tool that is really simple to use, but does not have a lot of extra functionality for analysing different segments or parts of customer journey.

On the other hand if you are looking for a one stop solution to really analyse your customer experience in different segments of your customer base and in different parts of your customer journey, you should choose a tool that’s main functionality is actually in the analytics part.

The main mistake companies make is to choose a really complex tool even though their needs are simple, or vice versa, choosing a tool that does not have the key functionalities needed.

13 best NPS tools in 2020

  1. Trustmary
  2. io
  3. Delighted
  4. Lumoa
  5. Hotjar
  6. Retently
  7. Nicereply
  8. Survicate
  9. SurveySparrow
  10. Wootric
  11. Qualtrics
  12. SatisMeter
  13. YesInsights

1.Trustmary

Trustmarys core business is not actually measuring NPS, but it is included in all of their packages. Trustmary helps you get more feedback, find the happy customers from your customer base and convert more sales with the reviews you get from the happy customers from your website.

There is ready made templates for measuring NPS while you gather feedback and simple automations, for asking more questions from detractors for example.

Pros:

  • Simplicity
  • Ease of use
  • Combines functionality for customer experience and marketing
  • Completely free, if you want to just measure NPS

Cons:

  • Does not include advanced analytics
  • Not specifically made for measuring NPS
  • Not good fit for enterprise

Pricing:

  • Starting from 0$/month.

Trustmary.com

2.Promoter.io

Promoter.io is a software that helps you gather customer feedback using the Net Promoter System. It allows automatic scheduling, drip surveys, customer segmentation, lifecycle NPS measurement and a lot of other useful features. If you are looking for a comprehensive solution, it is definitely something you should try. You can try it for free and see if you like it.

Pros:

  • Specialized in NPS
  • Segmentation
  • Scheduling

Cons:

  • Not the simplest tool
  • Focuses especially on NPS, limited in that sense

Pricing:

  • Starting from 199$/month

Promoter.io

3.Delighted

Delighted is a customer feedback collection and survey tool that includes NPS. NPS is just one of the measurements it has, but you could argue it is the most important one. It has quite comprehensive integrations, a lot of automatization for NPS measurement and analytics and a lot of other cool stuff.

Pros:

  • Integrations (though not all of them work super well, based on reviews online)
  • A lot of different metrics a side from NPS
  • Specifically made for measuring customer experience

Cons:

  • Focus extensively on customer experience
  • Measuring NPS across multiple product lines, not the easiest to implement

Pricing:

  • Starting from 0$/month

Delighted.com

4.Lumoa

Lumoa is an AI powered Customer experience platform that helps you automatically track and act based on customer insights. It is still relatively small startup compared to biggest ones on this list but developing quickly.

Pros:

  • AI based translations to gain insights from different languages
  • Fast implementation
  • Developing quickly based on customer feedback

Cons:

  • Misses many nice to have functionalities bigger tools have

Pricing:

  • Not public

Lumoa.me

5.Hotjar

Hotjar is the tool on the list that no-one really thinks of as a NPS tool. As NPS is just a small part inside of it, most don’t even use. Hotjar is probably most well known for heatmaps and screen recording functionalities.

Pros:

  • Has a lot of other features a side from measuring NPS
  • Allows you to gain also practical insights on what the customers do, instead on what they say they do

Cons:

  • Not specifically made for NPS measurement
  • Missing a lot of features related to analyzing and segmenting NPS

Pricing:

  • Starting from 0$/month

Hotjar.com

6.Retently

Retently is a software that focuses especially on NPS and as they focus on it, they do it well. Outside of NPS it does not do a lot and does not necessarily allow you to customise stuff you would like if you are not specifically focused on NPS.

Pros:

  • NPS Measurement
  • Ease of use

Cons:

  • Not very flexible outside NPS

Pricing:

  • Starting from 49$/month

Retently.com

7.Nicereply

Nicereply helps companies get more customer feedback with Customer satisfaction score (CSAT), Customer Effort Score (CES) and Net Promoter Score (NPS).

Pros:

  • Easy of use
  • Reward features
  • Pricing

Cons:

  • Not the most intuitive to use
  • Limited outside the key features

Pricing:

  • Starting from 39$/month

Nicereply.com

8.Survicate

Survicate is a survey and NPS software that allows you to send surveys by email, in chat or with link practically in any channel. It also allows targeted surveys on website and different apps. Free plan includes 100 surveys per month.

Pros:

  • Free version
  • Easy to setup
  • Surveys

Cons:

  • Hard to navigate all answers
  • Pop up surveys can be irritating

Pricing:

  • Starting from 0$/month

Survicate.com

9.SurveySparrow

SurveySparrow focuses on surveys as it name says. NPS is one form of measurement it allows.

Pros:

  • Open integrations
  • Chat based surveys
  • Comprehensive survey options in general

Cons:

  • Some people have trouble with customer support
  • Lack of email marketing features (reminders etc)

Pricing:

  • Starting from 199$/month

Surveysparrow.com

10.Wootric

Wootrics is machine learning powered platform for gathering insights from customers and employees. With it you can gain insights from different parts of customer journey.

Pros:

  • Integrates with systems like Intercom, Hubspot and Salesforce
  • Not too complex, but has most of the functionalities you need

Cons:

  • Tagging not very intuitive
  • Interface in general not the best

Pricing:

  • Starting from 89$/month

Wootric.com

11.Qualtrics

Qualtrics is one of the biggest players in the field and is mainly focused on enterprise level customers, though can be also used by smaller companies. A lot of mixed reviews online about Qualtrics in general, some love it some hate it, decide for yourself.

Pros:

  • All in one platform

Cons:

  • Customer support slow to respond
  • Not very flexible
  • Can be expensive

Pricing:

  • Not public

Qualtrics.com

12.SatisMeter

“The simplest NPS tool on the market.” As they say it themselves. It is pretty clear what they do well and who they don’t fit. If you want to simply measure NPS it is good. If you want something else also, probably not the right fit for you.

Pros:

  • Good for simple NPS measurement
  • Simple to use

Cons:

  • Does not have any extra functionalities
  • You probably need separate tools for different functions

Pricing:

  • Starting from 49$/month

Satismeter.com

13.YesInsights

Yesinsights is a tool that allows you to create simple one question surveys including NPS surveys. Yesinsights focus on one just getting answer to one question is limiting, but also good to some cases. If you don’t want anything extra, YesInsights is definitely an option.

Pros:

  • Simple
  • Email surveys
  • Website surveys

Cons:

  • Does not have a lot of extra functionality like sms…

Pricing

  • Starting from 20$/month

Yesinsights.com

In conclusion from NPS softwares in 2020

There is a lot different platforms to choose from, but the best platform depends completely on the use case. We can recommend Trustmary if you just want simple tool for measuring NPS, but more complex cases that require advanced CX-analytics there is a lot of better options to choose from.

Hopefully you found this listing useful, if you have any feedback, you can message me at aleksi.halsas(at)trustmary.com.