Loyal customers are considered to be the most valuable asset of the business. If your customers are happy and satisfied with your products, services, customer, and brand, then only you can achieve their loyalty. Thus, measuring customer satisfaction and loyalty is essential for your business.
When it comes to choosing customer experience metrics to gauge customer satisfaction and loyalty, nothing beats Net Promoter Score (NPS) in terms of ease-of-use and its effectiveness.
Tomasz Tunguz, a software investor at Redpoint Ventures, indicated NPS is a leading indicator of future growth. It also helps you to cut customer acquisition costs and boost the profit of your business. A 5% rise in customer retention rate increases by 25% to 95% profits. Thus, retaining your lost customers can augment your profit rate drastically.
NPS is a leading customer satisfaction metric that measures customer satisfaction and the likelihood of your customers recommending your business or product to a friend or relative. NPS Survey finds out the exact number of customers who will recommend you and won’t recommend you at all.
The Net Promoter Score comes from the simple question, “How likely would you be to recommend our products and services to a friend?”. To calculate the Net Promoter Score, we use a simple NPS formula where we subtract the total percentage of Detractors from the percentage of Promoters to determine your overall Net Promoter Score.
Based on the responses, customers will be segregated into three categories.
- Promoters: 9-10 Score – They are likely to recommend your brand to their friends and family.
- Detractors: 0-6 Score – They are unlikely to recommend your brand to their friends and family.
- Passives: 7-8 Score – They may or may not recommend your brand to their friends and family.
NPS Software
NPS software will help you create, run, analyze, and calculate the NPS of your business. It captures instant real-time scores ranging from -100 to 100. It is a proven customer experience metric that is correlated with business growth.
Not sure what NPS software to use? Check out our list of the best NPS software.
1. Zonka Feedback
Zonka Feedback is the leading NPS Software to effectively run the NPS Surveys at every touchpoint like Tablets (iOS and Android), Kiosks, Online, Email, SMS, QR Code, Web Popovers, Web Widgets, and Web Embed. Zonka Feedback personalizes your survey experience by customizing and white-label your NPS Surveys with logo, branding, and background.
It comprises 30+ Question Types and 40+ in-built templates for all industries, metrics like NPS & CES 2.0 that help you to create both Relationship and Transactional NPS Surveys. You can also display different questions based on the selected score by adding logic to your surveys.
Zonka Feedback NPS dashboard shows real-time responses with the score as detractors, passives, and promoters. To keep your team updated about the customers’ score, you can set real-time alerts based on the score. They can see responses with the score in real-time, auto-tagged as Detractors, Passives, and Promoters. This helps you to view and analyze each feedback and collaborate with team members to take action and resolve issues.
This user-friendly NPS Software enables you to get real-time access to various forms of NPS Reports like NPS Meter Report, Trends Report, Location-based reports, Text Analytics and more. These features help you to quickly create, distribute, manage your NPS Surveys on steroids!
2. Promoter.io
Promoter.io helps all size businesses measure loyalty & customer sentiment using the Net Promoter Score (NPS). It not only measures customer satisfaction but also predicts future customer behavior and trends. The NPS dashboard comprises a real-time instant tracker that enables you to track customer feedback and scores.
Promoter.io is seamlessly integrated with Salesforce, Slack, Promoter API, Zapier, and Segment to automate the survey schedule according to the different customer touchpoints. Various exciting features like real-time feedback, response alerts, instant analytics, close feedback loop management have made this software a good choice for you.
3. Wootric
If you are looking for a platform to get Net Promoter Score feedback at any digital touchpoint, then Wootric is your ultimate partner. This enterprise-ready NPS software enables you to optimize your NPS survey that impacts the customer.
It offers various exciting features like real-time reporting, NPS survey templates, advanced report and analysis, etc that make Wootric an ideal NPS tool. Wootric is seamlessly integrated with Salesforce, Zendesk, Slack, Intercom, Hubspot integrations to trigger surveys or act on data.
4. NiceReply
NiceReply offers a lightweight approach to capture the Net Promoter Score and manage the customer experience to improve customer loyalty. It automates the entire process of NPS data collection along with the analysis process. NiceReply has an intuitive UI dashboard offering 360 NPS feedback features to streamline the NPS survey collection, analysis, and management efforts.
5. Medallia
Medallia, a SaaS-based NPS Software, captures B2B NPS feedback quickly. Backed by the AI technology that enables the company to analyze structured and unstructured data and operationalize and streamline your efforts and drive improvement.
6. SurveyMonkey
SurveyMonkey helps businesses to gather real-time instant NPS feedback. This tool has a set of advanced features that transform customer feedback into data that drives growth for your business.
You can easily personalize your survey experience by customizing the survey with logic, branching, close-ended and follow-up questions, branding, and logos. Additionally, you can use out-of-the-box integrations to automate processes and do more with SurveyMonkey.
Conclusion
Are you sending NPS Surveys from your regular mailbox? Stop this practice now. If you need quick and quality feedback data from your customers, then choosing the Net Promoter Score Software is the right option for you.
These are some of the best NPS software available in the market with explicit advantages. Thus, before choosing any NPS Software, always look at its features. I’ll suggest to you that if any NPS software service provider offers you a long, free trial, then use it to know the pros and cons before choosing it as a permanent part of your business.
Image Credit: sora shimaza; pexels
