Customers are likely to choose those businesses or brands that ensure overall satisfaction and happiness. The long series of exceptional experiences and satisfaction turn your customers into loyal customers. Now the question is, what makes your customers stop becoming your loyal customers? Your products’ quality or services, customer experience, or customer services?
There could be many possible reasons, and you need to check that regularly in order to be effective at online reputation management and protect your brand’s image. How? Here Net Promoter Score® comes into play. This article teaches about the Net Promoter Score(NPS), NPS process, NPS survey, NPS questions, and NPS Software. We’ve also jotted down some best NPS software for your business.
What is the Net Promoter Score® (NPS)?
The Net Promoter Score® (NPS®) is a popular Customer Experience Metrics to measure customer loyalty and was introduced in 2003 by Fred Reichheld of Bain & Company. NPS helps you gauge customers' willingness to recommend the Product/Service/Brand/Business to others. This recommendation check helps you ascertain your business performance.
You can gauge customer loyalty using a simple NPS Question - “On the scale of 0-10, how likely are you to recommend us to your friends or colleagues.” Net Promoter Score ranges between -100 to 100. Your customers rate their recommendation on an NPS Scale of 0-10 where 0 is Extremely Dislikely, and 10 is Extremely Likely.
Prevalence of the Net Promoter Score® (NPS)
More than 2/3rd of the leading companies like Apple, American Express, and more use NPS to determine customer and employee loyalty. Over the years, NPS has become a popular customer experience metric to measure customer loyalty. NPS is also used as eNPS (Employee Net Promoter Score) to measure employees’ loyalty and predict behavior to recommend the workspace to potential employees.
NPS Process
To understand the process of NPS®, you need to know the NPS Segment. NPS ratings enable you to categorize your audience into three segments:
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Detractors
This group of NPS audience rates their willingness to recommend on a scale between 0 to 6. These audiences are unhappy and unsatisfied customers who never recommend your brand to others. Moreover, they are likely to spread negative word-of-mouth about your brand.
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Passives
This group of NPS audience rates their recommendation on a scale of 7-8. These customers are passives in nature (neither satisfied nor unsatisfied). They will neither promote your brand nor defame it, but they quickly switch to other brands if they get a better option.
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Promoters
This group of NPS audience rates their recommendation either on or 10. These audiences are extremely happy customers who recommend your brand to others. Promoters are likely to advocate your brand and spread positive word-of-mouth about your brand.
NPS Calculation
From NPS audience segmentation, you’ve Detractors, Passives, and Promoters.
Now you can calculate NPS using a standard
NPS formula: % of Promoter - % of Detractors.
Net Promoter Score can be calculated using different methods:
- NPS calculation via Excel
- NPS calculation via Free NPS Online Calculator
- NPS calculation via NPS Software
Calculate NPS via Excel
You can calculate the Net Promoter Score via excel by following steps:
- Step 1: Embed survey responses into an Excel spreadsheet.
- Step 2: Segregate your NPS audience: Promoters (9-10), Detractors (0-6), and Passives (7-8) and get the percentage - the total number of groups ÷ the total number of survey responses.
- Step 4: Now apply the NPS formula: % of Promoter - % of Detractors.
Calculate NPS via Online NPS Calculator
Online NPS Calculator enables you to quickly calculate your NPS. You only need to write the number of people who gave you scores.
Calculate NPS via NPS Software or Tool
NPS Software helps you create, collect, and calculate the NPS. Besides NPS survey creation and collection, it also facilitates you to manage your NPS responses. Right from monitoring responses in real-time to accessing NPS Reports, the NPS tool make your NPS campaign effortless.
NPS Surveys
NPS helps you ascertain the long-term customer experience and transactional experience (post-transaction, post-order, and more). Relationship NPS Surveys and Transactional NPS Surveys measure overall and transactional customer experience and satisfaction respectively.
1. Relationship NPS Surveys
A Relationship NPS Survey lets you gauge the overall long-term customer experience of associating with your business. These surveys are triggered bi-annually or quarterly.
2. Transactional NPS Surveys
It gauges customers' experience about a particular process or interaction. Moreover, a transactional survey gauges customer satisfaction at a specific event. You can measure transactional experience with Transactional NPS Questions. There are some touchpoints where you can deploy a Transactional NPS survey:
- To measure Post-Service feedback
- To measure new business interaction
- To measure important product updates,
Which NPS Survey is best: Relationship or Transactional?
The deployment of both the NPS surveys depends on the situation and goals of capturing NPS feedback. For measuring the long-term experience of your customers you can use a Relationship survey. For example, you can send a relationship survey annually to ascertain your bank services.
To measure instant customer experience in real-time about recent transactions like post-purchase, post-order or post-event, or any transaction, you can send a Transactional survey.
NPS Questions
NPS metric captures both quantitative (NPS Question) and qualitative (Reason for score and other Follow-up NPS Questions). Qualitative (Follow-up NPS Questions) enable you o discover the reason for a score or other perspectives, you can ask the following NPS follow-UP questions:
- What is the reason for your score?
- What things do you like least and most about us?
- How can we improve your experience?
What is NPS Software & how does it works for you?
NPS software is backed by high-level automation that simplifies your tedious tasks like NPS collection, NPS management, NPS analysis without extra effort and time. Let’s discuss what NPS Software can do for your business:
1. Create & Customize your Survey
The look and feel of your survey play a dominant role in the survey’s success. Your survey’s response rate largely depends on the look and feel of your survey. Some crucial designing elements - right survey question, background image, font color, branding, survey logic, language, and more make your survey approachable. NPS Software provides in-built NPS Survey Templates and other highly automated features like - Advanced Survey Builder, enabling you to create customized surveys without involving yourself in coding.
2. Distribute your Surveys
NPS tools make it easy and quick to reach your customers wherever they are. It provides different survey channels to distribute your surveys:
- Via Offline App — Kiosk Surveys, Android Surveys, iPad Surveys
- Via Online channels — Survey Links, QR Codes
- Via Web channels — Web Embedded Surveys, Popover Surveys, Website Feedback Button
- Via Email — Email Survey Invitations, Embedded Email Surveys
- Via SMS — SMS Survey Invitations
Thus, you can choose channels as per customers’ availability.
3. Track your survey responses
NPS Software provides a responsive inbox to monitor every survey response in real-time. The dashboard provides additional features like filter responses based on Detractors, Passives, Promoters, add Tags, search by Name, Comments, and more. You can effectively collaborate with your team and create tasks to assign feedback to team members and solve the customer's issues.
4. Analyze your survey results
NPS Software provides NPS survey reports to your team that break down the complex data into insightful figures and enable you to make data-driven business decisions.
5. Close feedback loop
Closing the Feedback Loop refers to the stage where you respond to feedback and reach your customers to solve their issues. Closing the feedback loop on a positive note helps you improve your customers’ experience and change their perception of your brand.
What features should an NPS survey software have?
In our next section, we’ll share the list of the top 10 NPS software but before that, let’s take a quick look at the features of an ideal NPS Software. So, your NPS Software should:
- Enables you to add and modify NPS questions - While common NPS question works great to gauge customer loyalty, different businesses have different survey goals. So, choose the best NPS software to modify your standard question and add follow-up questions.
- Enables you to Customize your surveys - Survey having brand element creates a long-term impression on customers’ minds and provides a bridge to them to connect with your business. Pick a tool that helps you to create white-label your surveys.
- Enables you to collaborate with a team - Transparency and collaboration simplify your task and help you quickly make an informed business decision. Your NPS Software should have that collaboration power that allows you and your team to manage survey responses smartly.
- Enables you to access real-time survey reports - Survey reports provide you with insightful details and inputs that help you to identify customers’ issues and find a concrete solution for them. A professional NPS software provides different NPS survey reports like - Snapshot reports, heatmap, Text Analysis, and more that turn complex data into insightful ones.
- Enables you to gauge other CX Metrics - Always pick that survey tool that provides other CX metrics - CSAT and CES 2.0 to measure customer satisfaction and efforts, respectively.
- Enables you to integrate - Pick an NPS software that can seamlessly integrate with your business system and other third-party tools and apps like Slack, Microsoft Teams, Zoho, HubSpot, and much more. It automates the trigger of your survey workflows.
10 Best NPS Software For Your Business
Find the list of top 10 NPS Software that works perfectly for your business. Here, you’ll find some other supporting details of the software, including software reviews based on which you can choose the best one for your business.
1. Zonka Feedback
Price: $39/mo
Review Score (Capterra): 4.8/5
Ease of Use (g2): 9.4/10
Free Trial: 15 Days
A popular customer experience and survey management platform, Zonka Feedback helps you to create, capture, manage, and analyze your NPS Survey from one place. It provides an advanced Survey Builder that customizes your surveys with follow-up questions. You can also personalize your surveys by making them white-label surveys.
Zonka Feedback’s collaborative response inbox monitors surveys in real-time. Moreover, you can also use filters, tags and set custom notifications and alerts to inform your team about the feedback. It helps your teamwork in collaboration and takes immediate action on feedback.
Feedback reporting and analysis is just a pro with Zonka Feedback. It provides detailed reports like - response insight, location insight, data visualization insight, team performance insight reports, and much more. This reporting and analytics provide precise results to make accurate business decisions quickly. Zonka Feedback provides ready-to-use integrations that automate your workflow.
2. Retently
Price: $99/mo
Review Score (Capterra): 5/5
Ease of Use (g2): 9.3/10
Free Trial: 7 Days
Retently allows you to create and send multilingual NPS surveys through email. Its noticeable features like automating scheduling, audience segmentation, and close feedback loop management made this software the best for all businesses.
3. SurveyMonkey
Price: $25/mo
Review Score (Capterra): 4.6/5
Ease of Use (g2): 9.0/10
Free Trial: No, but a free version is available
SurveyMonkey creates audience-appealing NPS Surveys through its 100+ professional NPS templates and an extensive range of NPS questions. SurveyMonkey is packed with other features like alerts & notifications, filters, data trend reports, and more that turn your responses into insightful data for managing responses in real-time.
4. SatisMeter
Price: $49/mo
Review Score (Capterra): 5/5
Ease of Use (g2): 9.9/10
Free Trial: Yes
SatisMeter, an in-app NPS software, provides a stable platform that empowers your business to measure customer experience and cooperatively resolve all the issues and outcomes of your customers. SatisMeter provides different survey distribution channels - Web, Mobile, and Email.
5. Medallia
Price: Available on request
Review Score (Capterra): 4.5/5
Ease of Use (g2): 8.6/10
Free Trial: No Free Trial
From monitoring data in real-time to analyzing data, Medallia streamlines your tasks and enables you to make a concrete business decision based on analysis. Medallia works on machine and human learning algorithms to work collaboratively with teams and resolve issues.
6. Hotjar
Price: $25/mo
Review Score (Capterra): 4.7/5
Ease of Use (g2): 9.0/10
Free Trial: No, but a free version is available
Hotjar primarily works as an NPS analysis tool that creates and captures NPS feedback from - Web, Email, and SMS. Hotjar makes NPS analysis easy through heatmaps and conversion funnels.
7. Qualtrics
Price: Available on request
Review Score (Capterra): 4.8/5
Ease of Use (g2): 8.5/10
Free Trial: No Free Trial
A cloud-based NPS Software, Qualtrics creates, distributes, and analyze web Surveys. The in-built Survey Builder provides 50+ survey templates, 100+ question types, and more that can make your survey appealing and response-driven. Qualtrics allows you to access insightful NPS reports.
8. Delighted
Price: $224/mo
Review Score (Capterra): 4.8/5
Ease of Use (g2): 9.5/10
Free Trial: 7 Days
Delighted helps you collect real-time NPS feedback from customers and employees on different channels - Email, SMS, or survey URLs from customers and employees. To personalize the look and feel of your survey, Delighted provides you with an extensive range of question types, including thumbs, ratings, smileys, and 5-star. The real-time analytics and survey reports help you understand the customers’ issues in-depth and solve them quickly.
9. Qualaroo
Price: Available on request
Review Score (Capterra): 4.8/5
Ease of Use (g2): 8.5/10
Free Trial: 14 Days
Qualaroo captures NPS feedback through Qualaroo-Nudges. Qualaroo facilitates you to perform sentiment analysis.
10. QuestionPro
Price: $85/mo
Review Score (Capterra): 4.6/5
Ease of Use (g2): 8.8/10
Free Trial: 10 Days
QuestionPro collects and performs NPS analysis. The reporting and robust analytics help you to understand customers' requirements and predicts their purchase behavior. It also provides data security through ISO, GDPR, HIPAA compliant.
