At some point in our customer service, we aren’t always able to give what the customers want/need. Let’s face it, there are times when we fail to satisfy our customers. But don’t feel bad, because most of the time, you were also able to satisfy your customers nonetheless. The point is, we need to gauge whether or not our customers will recommend our brand — an essential part of building brand reputation. Where did we go right, where did we go wrong? What has to be improved? How can we provide better service for our customers? Will our customers recommend our brand? You can effectively address all that and more with the help of Net Promoter Score (NPS) Software.
12+ Net Promoter Score software
12. Zonka Feedback
What Is Net Promoter Score (NPS) Software
NPS software is used to measure customer loyalty. NPS is basically customer experience metrics where you can distill all customer feedback into one actionable question, “would you recommend our brand/product?”.
The scores are measured with that single-question survey and reported with a number from -100 to +100. Having a higher score would be desirable.
Using NPS, you can reveal the pain points of your customers and do follow-ups with disappointed clients. However, NPS does not only focus on negative customer feedback. NPS also helps you see what services are most valued (gained most customer satisfaction), which will guide you in coming up with ideas for future product direction.
NPS also serves as a relationship survey that helps you gauge the likelihood of your customers to recommend your product or services to others. Using NPS software, you can easily trigger auto email alerts when an NPS drops below a certain level. With it, you can optimize your customer engagement plans.
Using customer satisfaction metrics, such as NPS, helps you retain customers and minimize customer churn. Here’s how NPS can help you optimize your customer success with these key features:
– multiple NPS Campaigns
– survey throttle
– customized follow-up
– flexible distribution
– CRM Software integration
Top 10 NPS Software
If you’re looking for free NPS survey software, SurveyMonkey is the best option for you. SurveyMonkey generates $375.6M in revenue and has 1,367 employees.
2. Client Heartbeat
Client Heartbeat is the best option for satisfaction benchmarks for your industry. Client Heartbeat has 25 employees and makes $4M in revenue.
Looking for an NPS software that will help you optimize multiple feedback channels (e.g., email, SMS, in-app, and in-website)? CustomerSure is the best choice!
CustomerSure has 18 employees and makes $3M in revenue.
Survicate is best for building user profiles to monitor customer churn risk. Survicate makes $1M in revenue and has 25 employees.
Satismeter is the best choice if you’re looking for NPS software that integrates with other third-party apps. Satismeter has 23 employees and makes $4M in revenue.
Promoter.io is your best choice for tracking historical customer sentiment to understand the impact of your marketing efforts. With just a small company size of 6 employees, Promoter.io makes $1M in revenue.
Podium is on the top-list software choices for contextual feedback, for example, which channel respondents come from. Podium makes $100M in revenue and has 820 employees.
InputKit is the best NPS software for small companies and start-ups. InputKit has 21 employees and makes $4M in revenue.
Nicereply is the best lightweight option for user-friendly NPS software. Nicereply has a small company size of 12 employees but makes $2M in revenue.
GetFeedback is the NPS software that is best for integrating feedback data with customer data in Salesforce. GetFeedback has 78 employees and makes $11.3M in revenue.
How Do You Calculate NPS?
NPS calculation is simple. All you have to do is subtract the percentage of detractors from the percentage of promoters.
What Does Net Promoter Score Mean?
NPS goes beyond the number (the score). It is an indicator of your current success and a way to gain actionable insight into your future business directions. Don’t let numbers affect your business strategies and decisions. NPS can provide you so much more.
What Is a Good NPS Score?
If your NPS reaches higher than 30, it indicates that your company is doing great and made more satisfied customers than unhappy ones. But if you exceed 70, that means your customers already love you, and your company is generating a lot of positive word-of-mouth referrals from your customers.
What can you do with your NPS score?
NPS is an indicator, which provides an overall metric to monitor improvements in your product, service, or organization. To get to this, you need to gather data points to help you understand what drives your NPS score. These data can assist you during key driver analysis (analyzing the data points that influence your NPS score). And with more data collected, you can better understand what drives customer experience. This will allow you to prioritize your improvement plans to have the biggest, positive impact on your customers.
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