How do you calculate your Net Promoter Score? Try one of these five software tools

net promoter score software tools

How do you measure the customer experience? One metric you can use is your Net Promoter Score (NPS). Your Net Promoter Score is a number that represents how loyal your customers are – a calculation that takes into consideration happy customers (promoters), satisfied customers (passives) and unhappy customers (detractors).

Calculating your NPS starts with asking your customers one question:

“On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?”

Customers who give you a 9 or 10 are promoters, 7 or 8 are passives and 6 or below are detractors.

Your NPS equals the percentage of promoters minus the percentage of detractors. So for example, at Client Heartbeat, we completed our customer feedback survey and received 43% promoters (happy) and 5% detractors (unhappy). This gives us an NPS of 38%.

Not too bad! As a guide, Fred Reichheld, who helped to create NPS, calculated NPS scores for 400 companies across 28 industries in 2003 and found that the median Net Promoter Score was just 16.

If you can get an NPS of above 40, you’re doing very well. Satmetrix suggests that companies with the most efficient growth engines operate with an NPS of 50 to 80.

NPS is an important metric because creating more promoters will help you grow your business. The Net Promoter System found that 80% of business referrals come from promoters. Furthermore, promoters generally defect at lower rates than other customers, which means that they have longer, more profitable relationships with a company.

In the era where software is aiding productivity and helping us all to do more for our customers, I don’t expect you to manually calculate your NPS score. I don’t even expect you to use an Excel sheet. There are a number of great software tools available to help you calculate and automate your NPS initiative.

Let’s look at five of the best Net Promoter Score software tools.

1. Delighted

delighted

Delighted is an easy-to-use tool that bills itself as the “fastest and easiest way to gather actionable feedback from your customers.” It has an intuitive interface that lets you quickly see who is happy and who isn’t happy with the product or service you are delivering.

The company is being advised by NPS’ very own Fred Reichheld, who believes Delighted offers a way for companies to “measure and manage customer happiness.”

How it calculates your NPS

Delighted works by first asking you to import your customers’ information (email is required, name optional). You then use Delighted to send emails to your customers on your behalf, which includes the NPS question, “How likely are you to recommend us to a friend?” Your customers respond using a 1-10 rating scale and they are asked to leave additional feedback via a comment box.

All this data is added to the system and it automatically calculates your NPS.

Interpreting and analyzing the feedback

Delighted goes beyond simply giving you your NPS. You can segment your data across different categories, surveys and customer profiles. You can also visually show your data in graph format, making it easier to digest and find actionable insights.

Three unique benefits

  • Very simple to use: the easiest amongst all the tools reviewed
  • Send multiple surveys to different groups of customers
  • Great user experience for customers: this likely boosts response rates

Pricing

  • $25/month gives you 100 sends/month
  • $49/month gives you 750 sends/month
  • $149/month gives you 5,000 sends/month

 2. Promoter.io

Promoter.io

Promoter.io is a Net Promoter Score tool that lets you collect scores via a simple email that is sent to customers. It works in a similar way to Delighted, but I found it offers more flexibility in designing the email that is sent to customers.

How it calculates your NPS

When you start a campaign, you are asked to fill out a template email that you are going to send to your customers. You can customize the sender’s email address, subject line, logo, brief description and the actual NPS question you are asking. By offering more flexibility, you can personalize the email so that it speaks to your customers and looks like it is coming from your company. Personalization is a great way to increase response rates and ensure customers recognize the email is coming from you, rather than some spammer.

Interpreting and analyzing the feedback

The tool’s dashboard displays your NPS score right at the top, making it easy to quickly see how you are doing.

There is a ‘responses’ tab where you can see the comments from customers, which is great to give you more actionable feedback. This features lets you respond directly to customers. A follow-up email with your response is sent using Promoter.io. I like this feature as I can see it saving you a lot of time if you need to respond to hundreds of customers.

Promoter.io offers a ‘trends’ feature – which pulls in data from comments – to give you insight on overriding trends that your customers are experiencing. This can help you identify common problems amongst your customers. Things like “customer service,” “speed” or “quality.”

Three unique benefits

  • Complete flexibility to personalize your NPS emails
  • Functionality to allow you to respond directly to customers inside the tool
  • Additional insight through trends feature

Pricing

  • $49/month gives you 500 surveys/month
  • $129/month gives you 2,500 surveys/month
  • $249/month gives you 10,000 surveys/month

3. CustomerGauge

customergauge

CustomerGauge is a tool that is more geared towards enterprise companies. You can customize almost everything inside CustomerGauge to ensure it meets your exact needs. It’s a little difficult to use initially, but I’m sure over time and with training, it gets easier.

How it calculates your NPS

It works similarly to the others tools; you import customers, send them an email with your NPS question and it pulls all the data back to a dashboard. Once your customers have completed the NPS survey, you can see your overall score in the dashboard.

Interpreting and analyzing the feedback

When it’s time to analyze your data, this tool is far more robust than the others mentioned here. It’s built for enterprise and I can picture this being used by companies with tens of thousands of customers. Enterprise reports let you segment customers across industry and dig down on feedback for each individual customer.

There is an inbuilt workflow feature that lets you work with your team whilst leaving comments on each customer’s record. I can see this being used effectively by a support team to follow up with dissatisfied customers and record the conversations to ensure everyone is kept in the loop.

Integrations with Salesforce and Magento mean you can pass the data to and from your main system, further enabling your team to access important feedback inside their preferred tool.

Three unique benefits

  • Complete customization of everything
  • Enterprise reporting lets you pull apart and analyze NPS and feedback
  • Ability to add more questions to the survey to gather additional customer feedback

Pricing

  • $990/month includes 1,000 surveys and complete customization (i.e. for the enterprise market)

4. Recommendi (by CustomerGauge)

recommendi

Recommendi is a product developed by CustomerGauge that targets the retail and B2C market. It is a very slick tool that is simple to use and has an iPad kiosk app for use in-store. Unlike the other tools listed here, you do not need to import contact details before sending the survey. No emails and no online surveys are required. This tool is designed to collect responses anonymously in an offline environment and then request contact details at the end of the survey. It is ideal for companies that want to measure NPS in a store rather than on the web.

How it calculates your NPS

Picture a customer completing a transaction at your store and then you asking them to fill out a quick NPS survey. You hand the customer your iPad with the Recommendi App and they quickly answer the NPS question. They will be prompted to leave additional feedback and provide their contact details, which are both optional.

All this data gets passed back to your Recommendi dashboard where you can quickly see your NPS. You’ll also be able to see additional feedback left by customers and correlate the individual feedback from customers who did fill out their contact details.

Interpreting and analyzing the data

This tool is built to be simple. You’ll see your NPS and some feedback, but won’t be able to segment the data or analyze it too much.

Three unique benefits

  • Gather feedback in an offline environment via an iPad app
  • Very easy to use for you and your customers
  • Offers a great way for retail stores to calculate NPS

Pricing

  • Free plan gives you 200 responses/month
  • $20/month gives you 5,000 responses/month and access to some segmentation

5. Qualtrics

qualtrics

Qualtrics is the world’s leading insight technology provider. The company offers an easy way to build and send surveys of all kinds to gather feedback from customers. One way companies use Qualtrics is to measure customer satisfaction and calculate NPS. Since the tool is not geared directly towards NPS, it is a little harder to create a survey and send it to your customers.

How it calculates your NPS

First you need to create a survey and select the NPS survey as a question. Choose to add additional questions here if you want. Once saved, you can go ahead and email the survey to a list of contacts or share a unique URL that you can send to anyone separately via email or social media. This unique URL is great for companies who don’t have the contact details of their customers. They can use Qualtrics to create a NPS survey and just direct customers to the URL to fill it out. Once all the data is filled out, you can view your NPS and see all the responses.

Interpreting and analyzing data

Really not much to offer here. You can see your scores, match scores to individual customers (that you have on record) and that’s about it. It doesn’t let you do much inside the tool itself, but you can export and use Excel to slice up the data.

Three unique benefits:

  • More like a survey tool – if you just want to do a one-off NPS survey, it might be a good fit
  • Ability to add additional questions, complete flexibility
  • Don’t need contact details of customers – you can send a URL and have them fill out the survey (good for retail businesses and B2C)

Pricing:

  • Not advertised – contact Qualtrics to learn more

Improve your customer experience with help from Net Promoter Score software

Measuring how effective your customer experience is doesn’t have to be a guessing game. NPS offers a proven measurement to help you track how happy your customers are with the overall product and service you deliver.

Every tool reviewed here offers an effective way to benchmark and improve your customer experience through the use of NPS. As you invest more money into the customer experience, you will be asked to show how your initiatives and strategies are directly affecting your company revenue. Stop guessing and use NPS software to accurately report on the role customer experience is playing in your business.

An alternative way you can improve your customer experience is to measure customer satisfaction. Use Client Heartbeat or try one of these these customer satisfaction tools.

How do you calculate your NPS? Are you still using Excel spreadsheets or have you upgraded to a software tool?

Have you tried one of these Net Promoter Score software tools? – CLICK TO TWEET

Tagged: Customer Experience, Customer Loyalty

About Ross Beard

Ross Beard was on the marketing team at Client Heartbeat, the simple customer feedback tool. Learn how Client Heartbeat makes improving customer satisfaction easy.

  • pklien

    Great article! Another great tool to consider is FanExam.com (disclosure: I am founder). I think the biggest benefit of FanExam is that is is designed to gather feedback directly on a website – focused on SaaS & web-based businesses. We believe that gathering feedback while users are actually using the product generates higher responses & better-quality feedback.

    Check it out!

  • John

    The trouble with NPS and Reichard’s “research” was the data he used to back his claim was shown to have probably been fudged. His research has been discredited. I’m surprised therefore you spend so much time promoting it given the amount of time since Kieningham et al’s findings were published (Journal of marketing, 2007).

    But then again, you are selling a NPS-based service. Perhaps your readers might like to read a bit more about the reality of NPS:

    http://www.macu.ca/wp-content/uploads/2012/02/NetPromoter1.pdf

    http://www.clickz.com/clickz/column/1707482/whats-wrong-with-net-promoter-score

    http://www.clickz.com/clickz/column/2223480/why-you-should-banish-the-net-promoter-score-immediately

    http://www2.owen.vanderbilt.edu/bruce.cooil/Documents/Publications/2008_SLOAN_Linking_Customer_Loyalty_to_Growth.pdf

    Hope that provides some helpful balance to your claims above.

  • http://www.asknice.ly/ John Ballinger

    Great list of software platforms above.

    I have been using a different tool to measure my company’s NPS called http://www.asknice.ly

    The key points for me with AskNicely is that it automated daily. Providing me with a daily pulse of my customers scores and comments.

    Integrated customer support and it integrates with a number of great 3rd party platforms like MailChimp, Campaign Monitor, Intercom.io and Zendesk.

    * I am the co-founder of AskNicely, and we use our own tool to measure our own NPS.

    Our NPS is currently 72% with a 42% response rate (number responded / surveys sent )

    http://blog.asknice.ly/baring-all-publicly-exposing-our-net-promoter-score-results/

  • Peter Winter

    Hi Ross,

    Perhaps you want to introduce another easy to use NPS tool? You can use the starter account for free: https://feedback.callexa.com/

  • http://netpromotive.com Jan

    There is also http://netpromotive.com as a net promoter score software it goes into a similar direction like promoterio and delighted. It uses email to deliver the survey, the vote is done directly inside the email so the response rate is exceptional.

  • Wootric

    If you are looking for in-app (web and mobile) NPS surveys and a platform designed to help you analyze and share your NPS data, check us out! Wootric: https:///www.wootric.com

  • http://matodanko.com Martin Danko

    Hey guys, I’ve just discovered this easy to use and pretty cheap tool for tracking NPS: https://customer.guru
    definitely worth of trying!

    • Juraj Masár

      Thanks for sharing, Martin!

  • https://devoted.io Efuah Faler

    If you’re looking for simple and easy to use software to measure your net promoter score, then Devoted might be the tool for you.

    The application is designed with small to medium sized businesses in mind who are looking to get started with email surveys. Surveys work great on mobiles and desktops and you can share or reply to feedback all in-app. You can find out more at https://devoted.io 🙂

  • Daniel Markiewicz

    Nps test is also suitable mysurveylab.com. It has integration with Zendesk, slack. Use discount code: MSLS-fe47ee give a 5% discount.

  • Allen Frantsen

    Hands down easiest tool for NPS. Combining a word cloud and NPS score really helps you gain insights.

    http://www.surveyking.com/help/net-promoter-score-template



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