With every change and improvement you make in your company, it is mandatory that you learn how these affect your customers’ satisfaction.
And the best way to do that is the Net Promoter Score, which is companies used by companies big and small.
An What is NPS? NPS is the abbreviation of Net Promoter Score, which is a measurement of your customers’ satisfaction with your product on a scale of -100 to 100. It… tools is a necessity, as buying can be superior to building in cases like this.
What is an NPS tool?
An NPS tool, or Net Promoter Score tool as its full name goes, is a tool that can help you survey your customers’ satisfaction, put them in classes according to their satisfaction data, and get in touch with them.
Its most essential task is to calculate your customers’ satisfaction and find out whether they would be willing to recommend your business to others, however, it can improve many other assets of your company and business as well.
NPS tools typically work according to a very basic question you may be familiar with;
“On a scale of 0 to 10, how likely is it for you to recommend our product/service/company to a friend or a colleague?”
By collecting answers to this simple question, companies acquire precious data regarding their customers’ satisfaction and their future with their business. NPS tools have an easy to use structure that is crucial to understand for the well-being of your business, take a look at our definitive guide to NPS to find out how NPS is calculated.
Types of NPS Tools
NPS tools can be any software you use to track your customers’ satisfaction.
It can be a mail software and an excel sheet with your customers’ survey responds or a tool dedicated to the purpose of customer satisfaction all by itself. Although the effectiveness may not be the same, it all boils down to whether the company needs an all-round tool or a smaller set of software.
Assembled NPS Tools
Owners of smaller businesses would know that a basic survey tool combined with a manually logged excel file could serve as a capable NPS tool in its own league.
Sure, it has many downsides; it is hard to manage, requires too much time, and the lack of real time data may create a bad experience. Though, it is cheap. Especially for starters, an assembled set of tools is the best set of tools.
Add- On NPS Tools
Some survey tools or other customer satisfaction features can be used on multiple software such as CRM tools or other systems.
This means you can optimize a service you bought for another use into working towards your customers’ satisfaction. One of the most common features of NPS tools is automation, so you are likely to enjoy automated surveys. However, if you have no use for the other features of the software and use it for survey reasons, you may be wasting money and jeopardizing customer satisfaction. Still, growing businesses can benefit from these kinds of tools if they need to cut down expenses.
Professional NPS Tools
A professional NPS tool means you get to benefit from all sorts of survey features such as automation, survey scheduling, customer What is User Segmentation User segmentation refers to the practice of dividing users based on common characteristics. This can help businesses in creating more optimized and personalized user experiences. To…, and real time notifications.
Overall, it gives you the opportunity to track your customers’ satisfaction on all levels. However, at the end of the day, any tool is just a tool. It is up to the user to create the optimal experience and use the features wisely.
There are different types of NPS tools, but some features are must-haves, therefore there are some key features that any NPS tool out there will or should have.
Here are some important features and why you need each one of them;
1- Creating Surveys
Creating surveys is the reason NPS tools exist, therefore, it is the most primary asset of any NPS tool.
This is important for your business because it will most likely be the first line of communication regarding your customers’ satisfaction. So, make sure this very feature functions well while choosing an NPS tool.
2- Customer Classification/ Segmentation
An NPS tool helps you create surveys that will determine specific classifications for your customers.
For example, as you may know from our definitive guide for NPS, these classifications may be detractors (people who are 0 to 6 likely to promote your product) , passives (7-8 likely) or promoters (9-10 likely, people who’ll promote for you). This classification gives you data to work on and figure out how to turn detractors and passives into promoters. Furthermore, because your customers are divided into different segments, it is easier for you to reach out to them according to their specific needs.
3- Collecting Personal Data for Each Customer
Although it sounds invasive at first, collecting personal data of customers is the best way to find out what each and every one of them needs.
This data could be any preference they make while using your product, or if you need more direct and upfront data, their survey results. The bottom line is, customers, need (and deserve) individual care, and an NPS tool must be able to give it to them.
4- Survey Automation
Since there are multiple types of NPS tools and even the excel file you may be using to manually reach out to your customers and calculate NPS may count as an NPS tool, we could say that automation isn’t mandatory.
Though, it is definitely a need. It is in fact the sole purpose some smaller companies purchase NPS tools. With survey automation, you can make sure the customers are regularly surveyed, as well as making sure they are surveyed at the right time.
5- Survey Timing
Timing is as important as automation itself.
Do you think your company would get better responses to the surveys when the surveys are shown randomly or when they are shown after the customer makes a successful purchase? I’ll bet on the latter. Timing features are important because;
- You can schedule when the surveys will be sent
- You can send a survey again if the previous survey went unnoticed
- You can avoid sending too many surveys, which can easily turn a promoter into a detractor
- You can figure out the best time to send surveys
- You can automate surveys to be sent before or after a specific action
6- NPS Score
The NPS Score is roughly the subtraction of the percentage of detractors from the percentage of promoters, which as a result, gives us a score between -100 and 100.
The NPS tool you will use must let you know your current score regularly and must use the data you collect from customers to calculate this score in real-time. This way you can easily notice declines in the score, or just get motivated more to increase it since it’s reminded to you on a daily or weekly basis.
It should go without saying that notifications are really important when it comes to NPS tools, however, most of the time this feature is overlooked.
Though a well functioning notifications feature isn’t as much of an outstanding feature as segmentation or survey creation, it is the spine of the tool. Even when everything is automated and real time data is available at all times, if you’re not notified of changes on a regular basis, it is hard to maintain control over the software. For this reason, you may want to use an NPS tool that can send notifications to your phone or one that can work with other apps and software to do so. That way you can receive real time notifications, as well as weekly or monthly reports that will let you know what’s up in digest form.
8- Integrability with other software
Especially when your company is on the bigger side of the spectrum, things may get complicated.
In fact, it is the same even when you have a smaller company. There are many services that can optimize your workflow; however, the data may get lost between tools and software. That’s why you should consider using an NPS tool that can adjust itself to operate perfectly with all the other software you might be using. Even though the other tools are relatively simpler ones.
5 NPS Tools You Need to Check Out
UserGuiding isn’t primarily an NPS tool, but it has all the features we have mentioned above.
It is essentially a What is user onboarding? User onboarding is the crucial process that starts from the first login of a new user and ends up in their aha moment, and usually beyond…. software that helps you improve the onboarding experience of your users with automated product walkthroughs, in-app messages, checklists, and help centers.
But that doesn’t make its NPS feature an inferior to the other tools in this list.
You can create NPS surveys which are fully customizable and segment users based on their answers, all while seeing your NPS real-time.
UserGuiding doesn’t require any coding and is completely free to start, try for yourself:
Delighted takes pride in its ease of use.
As well as many big companies they work with such as Uber, Cisco, Slack, and Target. With Delighted you get access to primary features such as survey management and customer segmentation, but also additional features such as real time dashboard and sentiment analysis. With many apps and software available for integration, such as Slack and Salesforce, Delighted works in real-time.
It’s not only easy to use but also easy to set up. My favorite feature is the option to send surveys that can be answered on email, without external links. Another strong suit of Delighted is their customer support. Testimonials show that Delighted is quick to respond to any question with highly informative directions, leaving the customers, –delighted.
There are a free trial and a free plan that covers 250 surveys on one channel. Prices go up with each user. Currently, the fixed fee is 249$ per month.
SurveySparrow is THE survey creator.
You know how boring it can get to fill out a survey.
With SurveySparrow you can create surveys that will look like a chatting experience to your customer, which I think is a genius idea. It works on mobile just as well as desktop, which is a critical pro since most of us prefer the flexibility of our phones most of the time now. It’s easy to use both for the customer and for you.
With SurveySparrow you can easily detect promoters, passives, and retractors; however, it lacks the feature of analytics on the most important data. So, if your business is too big to throw in a bit of manual work, SurveySparrow may be challenging for you. Though, with its affordable pricing, it is definitely a favorite for smaller businesses.
- SurveySparrow offers a free trial as well as a free plan that covers 100 responses per month.
- The basic tier starts at 19$ per month and offers 1000 responses.
- Premium – 49$ / 10,000 responses per month
- Business – 149$ / 50,000 responses per month
- Enterprise – 499$ / 200,000 responses per month
- Elite – contact SurveySparrow here.
Wootric is one of those reliable NPS and CSAT tools that has it all.
It is easy to use, customer support is much appreciated, and it has a free plan. HSBC, Zoom, HubSpot and Glassdoor are among the companies that prefer Wootric. It can also integrate with Intercom, HubSpot, Salesforce, Slack, and many more in a second. What else could it possibly do, you might ask. A lot more.
Wootric uses machine learning to make sure your every demand is answered. It learns and works in an autonomous manner so that you don’t do the manual work. NPS analysis and survey feedback are among the strong points of Wootric. The best part is of course its affordability in its league.
- Wootric offers a free trial on all tiers and a forever free plan with unlimited responses.
- Essential – 99$ / month
- Pro – 249$ / month
- Custom – contact Wootric here.
“NPS is not just a survey, it’s a complete system.”
With Promoter.io, everything is real time.
Although it is not one of the NPS tools that gather all the attention and is rather the underdog, Promoter.io has a lot to offer. It has all the primary features such as response management, trend analysis, and even employee NPS to help you find out about employee loyalty as well.
Promoter.io offers these features for all tiers and on top of that, it offers a feature called keyword analysis powered by machine learning that will help you catch little hints on every feedback from now on. Promoter.io integrates with Slack, Zapier, Intercom, and other tools to help you collect all the data you need. This is the kind of software that will give you all the features you need, as well as good customer support.
- Promoter.io has a free trial for the Grow tier and you can schedule a demo for all tiers.
- Grow – 199$ / month (when billed annually)
- Scale – 479$ / month (when billed annually)
- Enterprise – custom, contact Promoter.io here.
There are many tools under the name of NPS tools, or tools that can mimic what an NPS tool can do, but still, it may not be the right tool for you if it doesn’t have the features listed above.
Of course, not every single feature has to be an important one for your specific need and business.
However, I tried to curate the features list as a primary features list, so that you know what exactly you should look for. Add and eliminate additional features but make sure you have the primary ones right.
The NPS tool you need may or may not be among the 5 tools I listed above but be sure that they have the primary features right.