How to calculate Net Promoter Score: Definition, Method and Examples
How to calculate Net Promoter Score®? Free Download: Enhance NPS® Scores using our NPS® Survey Templates Download Now SHARE THE ARTICLE ON What is Net
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
Find the best survey software for you!
(Along with a checklist to compare platforms)
Take a peek at our powerful survey features to design surveys that scale discoveries.
Explore Voxco
Need to map Voxco’s features & offerings? We can help!
Find the best customer experience platform
Uncover customer pain points, analyze feedback and run successful CX programs with the best CX platform for your team.
We’ve been avid users of the Voxco platform now for over 20 years. It gives us the flexibility to routinely enhance our survey toolkit and provides our clients with a more robust dataset and story to tell their clients.
Steve Male
VP Innovation & Strategic Partnerships, The Logit Group
Explore Regional Offices
SHARE THE ARTICLE ON
Customers’ feedback helps a brand improve its offerings, promote the brand positively, and gain a competitive advantage in the saturated market landscape. Trusted by industry leaders, the established way of gathering honest customer opinions is the NPS® or Net Promoter Score survey methodology.
Collecting NPS® data provides you with actionable insights into customer loyalty, experience, satisfaction, and areas of improvement. Understanding and analyzing this data enables you to identify the potential for growth and to build a loyal customer base.
However, choosing the right software is a challenge, which brings us to the purpose of this blog – NPS® software buyer’s guide. Here, we’ll delve into what the software is, the features to look for, and why it’s important to equip you with the knowledge needed to make an informed buying decision.
→Identify the key drivers of customer satisfaction.
→Close the experience gap.
→Activate promoters.
Investing in a free survey tool may be cost-efficient, however, closed-loop customer feedback is a vital step in NPS®. Without specialized NPS® software, you will have to spend a lot of time developing the process, customizing, and maintaining it.
Moreover, with specialized software like the Voxco NPS® survey tool, you can automate data collection, analysis, and interpretation and close the loop on customer feedback. These tools are designed with NPS® in mind and offer specific features for data collection, analysis, and reporting, making them more efficient and effective.
Additionally, using software developed to run NPS® surveys lets you focus on interpreting and using the data instead of managing the tool. Now, let’s assess the needs for the tool before we dive into our NPS® software buyer’s guide.
There are two factors you should assess before you choose an NPS® tool.
1. Your business goals:
Before you seal the deal, you should ensure the software will help you align with your business objectives. What is it that you aim to achieve with your NPS® software? – Are you looking to identify promoters, improve customer loyalty, determine areas of improvement, or drive growth?
2. Your target audience:
Different customer segments require distinct approaches and personalized messages. Before you leverage the tool, you need to define your target audience and tailor your NPS® survey and post-survey communication accordingly.
The needs, scale, and scope of your business differ from others. Some need an email distribution channel to send surveys every three months, while others may use social media and share NPS® surveys every month.
In this section of the NPS® software buyer’s guide, we will explore the must-have features you should look for when evaluating various vendors. Each of these features plays a pivotal role in ensuring that the chosen software aligns with your business goals.
The usability and setup impact how easily your team can adopt and how early you can start running your program. When evaluating the software, ensure that the software has a low learning curve and seamlessly and most efficiently fits within your research program.
A specialized NPS® tool should offer the following benefits:
→ Intuitive interface ensuring you and your team quickly understand how to use the software.
→ Onboarding and training to expedite the software’s adoption.
→ Accessibility to ensure your team can access it across various devices and platforms.
Additionally, momentum is very important to ensure you are able to run surveys in just a few weeks. A SaaS survey platform can prove to be very efficient as you won’t need much IT support or hardware installation to get started.
An important feature of NPS® software is survey customization. The tool should enable you to apply company branding, such as uploading your logo and using brand colors and style so that you can approach your target audience with surveys with familiar visual elements.
Survey customization capability will also help you tailor your survey based on campaign requirements like audience segment, lifecycle stage, or triggers. This will help you personalize the survey question, reinforce customer trust, and enhance brand identity.
A single rating NPS® question cannot give you nuanced data on the reason behind the score. An open-ended question personalized as per the audience segment can help understand the root cause of the score.
The software should allow you to add an open-ended question and automatically apply branching logic. This will allow your survey to adapt the follow-up question based on the respondent’s scores and address their concerns.
Follow-up questions and branching empower you to understand the “why” behind the score and gather targeted, unfiltered, and honest perceptions of the CX.
Invest in software that offers more than one survey distribution channel. Multiple channels ensure a broader reach and a large volume of data that you can generalize against your target population.
Email, text messages, social media, and website pop-ups are some survey distribution channels that you should look for. Using more than one channel will make your survey more accessible and also allow respondents to share their feedback using their preferred (or convenient) channel.
Another feature that you need to look for is real-time tracking of your survey. A robust software will enable you to monitor the deliverability rate to ensure a higher response rate.
The real-time tracking, in turn, will help you identify the contacts you need to resend the surveys and also determine the survey schedule. This way you can keep your NPS® program on track with your business objectives and prepare for the next phase.
Generalizing customer data doesn’t mean your customers are similar. They can be spread across the world, speak different languages, have different perceptions about the company, and be at different customer journey stages.
To allow you to distinguish between customers and find customers with similar characteristics, the NPS® software should allow you to filter the data as per multiple variables. This capability enables you to compare data between different demographic variables and dig deeper into customer behavior.
The primary feature every specialized NPS® software should offer is an NPS® dashboard. The dashboard should reflect the NPS® score, distribution, recurring theme, and sentiment analysis. It should update the data in real time and offer advanced filters allowing you to understand score performance.
The NPS® platform should enable you to incorporate a closed-loop customer feedback workflow to respond directly to respondents. The functionality should trigger automated alerts that notify you of the detractor’s responses. This enables you to take immediate action, address their concerns, and initiate corrective actions.
Integration ensures that your NPS® data is in sync with your customer data ecosystem, providing a holistic view of customer interactions. So, in this NPS® software buyer’s guide, we will recommend you determine whether the platform integrates with your CRM system to centralize data. Look for software that offers API integration, allowing a seamless workflow.
Safeguarding data collected from customers and complying with data privacy regulations is critical to nurture trust and ensure data reliance. From MFA, which provides an additional layer of security to compliance with SOC2, GDPR, and other compliance standards, the platform should maintain enterprise-grade data security.
You are in the right place.
Gather feedback | Track sentiment | Take actions
This wraps up the must-have features that you should look out for in your NPS® software. By thoroughly evaluating these considerations, you can select a platform that aligns with your organization’s goals and ensure a successful NPS® program.
Incorporating NPS® software into your ecosystem allows you to address customer concerns promptly, foster a customer-centric culture within your organization, enhance customer loyalty, and gain a competitive advantage
How to calculate Net Promoter Score®? Free Download: Enhance NPS® Scores using our NPS® Survey Templates Download Now SHARE THE ARTICLE ON What is Net
Revolutionizing Engagement: The Power of Live Polling Software SHARE THE ARTICLE ON Table of Contents In today’s fast-paced world, engagement and interaction are at the
Voice of customer analytics SHARE THE ARTICLE ON Table of Contents What is the voice of customer analytics? The Voice of the customer is the
The importance of human touch in excellent customer experience Customer Experience Ensuring an excellent customer experience can be tricky but an effective guide can help.
Business Survey Questions: Your Passport to Market Insights SHARE THE ARTICLE ON Table of Contents Consider a food company that wants to know what people
Improve Customer Experience with Voice of Customers See what question types are possible with a sample survey! Try a Sample Survey Table of Contents Voice
We use cookies in our website to give you the best browsing experience and to tailor advertising. By continuing to use our website, you give us consent to the use of cookies. Read More
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
hubspotutk | www.voxco.com | HubSpot functional cookie. | 1 year | HTTP |
lhc_dir_locale | amplifyreach.com | --- | 52 years | --- |
lhc_dirclass | amplifyreach.com | --- | 52 years | --- |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
_fbp | www.voxco.com | Facebook Pixel advertising first-party cookie | 3 months | HTTP |
__hstc | www.voxco.com | Hubspot marketing platform cookie. | 1 year | HTTP |
__hssrc | www.voxco.com | Hubspot marketing platform cookie. | 52 years | HTTP |
__hssc | www.voxco.com | Hubspot marketing platform cookie. | Session | HTTP |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
_gid | www.voxco.com | Google Universal Analytics short-time unique user tracking identifier. | 1 days | HTTP |
MUID | bing.com | Microsoft User Identifier tracking cookie used by Bing Ads. | 1 year | HTTP |
MR | bat.bing.com | Microsoft User Identifier tracking cookie used by Bing Ads. | 7 days | HTTP |
IDE | doubleclick.net | Google advertising cookie used for user tracking and ad targeting purposes. | 2 years | HTTP |
_vwo_uuid_v2 | www.voxco.com | Generic Visual Website Optimizer (VWO) user tracking cookie. | 1 year | HTTP |
_vis_opt_s | www.voxco.com | Generic Visual Website Optimizer (VWO) user tracking cookie that detects if the user is new or returning to a particular campaign. | 3 months | HTTP |
_vis_opt_test_cookie | www.voxco.com | A session (temporary) cookie used by Generic Visual Website Optimizer (VWO) to detect if the cookies are enabled on the browser of the user or not. | 52 years | HTTP |
_ga | www.voxco.com | Google Universal Analytics long-time unique user tracking identifier. | 2 years | HTTP |
_uetsid | www.voxco.com | Microsoft Bing Ads Universal Event Tracking (UET) tracking cookie. | 1 days | HTTP |
vuid | vimeo.com | Vimeo tracking cookie | 2 years | HTTP |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
__cf_bm | hubspot.com | Generic CloudFlare functional cookie. | Session | HTTP |
Name | Domain | Purpose | Expiry | Type |
---|---|---|---|---|
_gcl_au | www.voxco.com | --- | 3 months | --- |
_gat_gtag_UA_3262734_1 | www.voxco.com | --- | Session | --- |
_clck | www.voxco.com | --- | 1 year | --- |
_ga_HNFQQ528PZ | www.voxco.com | --- | 2 years | --- |
_clsk | www.voxco.com | --- | 1 days | --- |
visitor_id18452 | pardot.com | --- | 10 years | --- |
visitor_id18452-hash | pardot.com | --- | 10 years | --- |
lpv18452 | pi.pardot.com | --- | Session | --- |
lhc_per | www.voxco.com | --- | 6 months | --- |
_uetvid | www.voxco.com | --- | 1 year | --- |