Expert NPS SOFTWARE Answers

NPS Software

Table of Contents (Quick Links)



Net Promoter Score (NPS) software has become a cornerstone tool in measuring customer loyalty and satisfaction. It revolves around one pivotal question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” The simplicity of NPS, coupled with its predictive power for business growth, has made it a favorite metric among businesses of all sizes. NPS software streamlines the process of collecting, analyzing, and acting on customer feedback to enhance customer experience and foster brand advocates.


NPS software is used by a wide array of professionals and organizations. From customer experience managers and marketing teams to CEOs and HR departments, the software provides valuable insights into customer sentiment. Companies across industries such as retail, healthcare, technology, and hospitality leverage NPS software to gauge customer loyalty, employee satisfaction, and to drive customer-centric strategies.


The benefits of NPS software are manifold. Firstly, it provides actionable data that can help businesses improve their products, services, and overall customer experience. By identifying promoters and detractors, companies can tailor their outreach and prioritize improvements. Additionally, NPS software often comes with intuitive dashboards and analytics, enabling real-time feedback and trend analysis. This allows businesses to swiftly respond to customer needs, potentially increasing retention and reducing churn.


NPS software is equipped with several features designed to streamline the feedback loop. These include customizable surveys, multi-channel distribution, real-time reporting, and integration capabilities with other business systems. Advanced features might include sentiment analysis, competitor benchmarking, and predictive analytics, all of which provide deeper insights into customer behavior and satisfaction levels.


  1. Setting Objectives: Define what you want to achieve with your NPS survey – be it understanding customer loyalty, employee satisfaction, or service quality.
  2. Creating the Survey: Use the software to create a survey with the NPS question and any additional questions that can provide context to the score.
  3. Distribution: Share the survey across multiple channels – email, SMS, website, or in-app – to reach your audience where they are most active.
  4. Collecting Responses: Gather your customers’ feedback, ensuring a high response rate for statistical significance.
  5. Analysis: Utilize the software’s analytics tools to dissect the data, spotting trends, and understanding the factors that influence your NPS.
  6. Action: Develop action plans based on the insights gained to improve customer satisfaction and loyalty.
  7. Follow-Up: Engage with respondents, especially detractors, to address their concerns and potentially convert them into promoters.


  1. Delighted –
    Delighted is known for its simplicity and ease of use, offering a clean interface for creating and sending NPS surveys. It provides instant analytics and trends, and the ability to close the loop with customers through follow-up tools.
  2. Qualtrics XM –
    Qualtrics XM stands out for its comprehensive experience management platform, which includes sophisticated NPS survey capabilities alongside a suite of other research and feedback tools.
  3. SurveyMonkey –
    SurveyMonkey offers a versatile platform for creating NPS surveys as part of its broader suite of survey tools. Its strength lies in its robust analytics and integration with other business systems.
  4. – focuses exclusively on NPS, providing deep insights and automation options to manage the feedback loop effectively. It’s a dedicated tool for businesses serious about NPS as a key metric.
  5. AskNicely –
    AskNicely differentiates itself with real-time NPS tracking and a service that ties directly into improving daily operations. Its focus on driving action from NPS data makes it a practical tool for service-oriented businesses.


Despite the advantages, NPS software does have limitations. It can sometimes offer a narrow view of customer sentiment, focusing on likelihood to recommend without diving into specific issues. Additionally, survey fatigue can lead to low response rates, skewing the data. NPS also doesn’t account for passive customers, who may be satisfied but not enthusiastic. Lastly, it requires careful interpretation; a high NPS doesn’t always correlate to business growth, and other metrics should be considered for a holistic view of performance.


NPS software is a powerful asset for businesses seeking to understand and improve customer loyalty and satisfaction. Its benefits, ranging from actionable insights to improved customer retention, make it an attractive tool for companies aiming to foster a customer-centric culture. Nevertheless, it’s crucial for businesses to be aware of the software’s limitations and to use it in conjunction with other forms of customer feedback and analytics. When employed judiciously, NPS software can be a beacon guiding businesses toward greater customer affinity and business success.