Top 10 Net Promoter Score (NPS) Software: In-Depth Comparison 2025

Net Promoter Score (NPS) has become the gold standard for measuring customer loyalty and predicting business growth. But collecting, analyzing, and acting on NPS data requires the right software platform. With dozens of NPS tools available, choosing the right one can feel overwhelming.

This comprehensive guide examines the top 10 NPS software platforms in 2025, comparing their features, pricing, integrations, and ideal use cases. Whether you’re a startup looking to track customer satisfaction for the first time or an enterprise managing complex customer experience programs across multiple touchpoints, this guide will help you find the perfect NPS solution.

1. Delighted – Best for quick and simple NPS surveys
2. AskNicely – Best for automated NPS collection and reporting
3. Retently – Best for recurring customer loyalty tracking
4. Qualtrics – Best for enterprise-level customer experience management
5. Medallia – Best for omnichannel CX insights and analytics
6. CustomerGauge – Best for B2B account-based NPS and revenue retention
7. Survicate – Best for website and in-app feedback widgets
8. GetFeedback – Best for Salesforce-integrated NPS surveys
9. Nicereply – Best for collecting CSAT, CES, and NPS via email and helpdesk tools
10. InMoment – Best for holistic voice-of-customer analytics

The Top 10 NPS Software Platforms

1. Delighted

Overview: Delighted is a turnkey experience management platform that specializes in making feedback collection effortless. Originally focused purely on NPS, Delighted has expanded to support CSAT, CES, 5-star ratings, and other feedback metrics while maintaining its reputation for simplicity.

Key Features:

• Lightning-fast setup (surveys live in minutes)
• Multi-channel distribution (email, web link, SMS, in-app)
• Beautiful, mobile-optimized survey design
• Real-time dashboard with trend analysis
• Automated feedback routing to relevant teams
• Follow-up question logic
• 30+ integrations including Salesforce, Slack, Intercom, Stripe
• Thermometer visualization of NPS score
• Custom properties for segmentation
• Multi-language support (30+ languages)
• API and webhooks for custom workflows

Standout Capabilities:

• Ease of use: Delighted wins on simplicity. The interface is incredibly intuitive
• Speed to value: Get your first survey out in under 5 minutes
• Email embedding: Display the first survey question directly in emails for higher response rates
• Autopilot mode: Set it and forget it with automated recurring surveys

Integrations: Salesforce, Slack, Zendesk, Intercom, HubSpot, Stripe, Shopify, Klaviyo, Segment, and 20+ others

Best For: Small to mid-sized businesses wanting a simple, effective NPS program without complexity. E-commerce brands and SaaS companies benefit from straightforward setup and excellent email embedding.

Pricing:

• Free Plan: 25 survey responses per month
• Premium: $224/month (annual billing)
• Premium Plus: $449/month (annual billing)
• Enterprise: Custom pricing

Pricing is based on survey responses (how many surveys customers open or interact with), not contacts.

Pros:

• Exceptionally user-friendly
• Fast implementation
• High response rates due to survey design
• Excellent customer support
• Fair pricing model

Cons:

• Analytics less sophisticated than enterprise platforms
• Limited customization for complex workflows
• No advanced statistical analysis
• Better suited for transactional than relationship NPS at scale

User Reviews: Delighted maintains a 4.7/5 rating on G2, with users praising its ease of use and responsive support team.

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2. AskNicely

Overview: AskNicely is a customer experience management platform that puts frontline teams at the center of the NPS program. Built for service businesses, AskNicely focuses on empowering every employee to improve customer experience through real-time feedback visibility.

Key Features:

• Automated NPS, CSAT, and CES surveys
• AskNicelyTV: Live dashboards for teams (display feedback on screens)
• Mobile app for frontline workers
• Individual scorecards and goals for team members
• Recognition and coaching tools
• Newsfeed of customer feedback
• Survey customization with branching logic
• Real-time leaderboards
• Workflow automation
• Advanced segmentation and filtering
• Text analytics
• 40+ integrations including Salesforce, Zendesk, Slack, HubSpot

Standout Capabilities:

• Frontline focus: Every team member can see their personal impact on NPS
• Gamification: Leaderboards and goals motivate teams
• TV dashboards: Display live feedback in offices, stores, or workshops
• Mobile-first: Field teams get instant feedback on their phones

Integrations: Salesforce, HubSpot, Zendesk, Slack, Shopify, Zapier, Intercom, Snowflake, and 35+ others

Best For: Multi-location service businesses (healthcare, home services, automotive, finance) where frontline staff directly impact customer experience. Industries like medical practices, HVAC companies, and salons benefit from AskNicely’s team-centric approach.

Pricing:

• Learn: Starting at $449/month
• Act: Custom pricing
• Scale: Custom pricing (for 5,000+ responses/year)

Plans are based on annual survey volume. Most mid-sized businesses fall in the 5,000-15,000 response range annually.

Pros:

• Excellent for motivating frontline teams
• TV dashboard creates culture of feedback
• Strong mobile experience
• Purpose-built for service industries
• Great for multi-location businesses

Cons:

• Higher starting price point
• Less suitable for pure digital/SaaS businesses
• Limited advanced analytics
• Setup can be complex for larger organizations

User Reviews: AskNicely scores 4.6/5 on G2, with customers highlighting how it transforms company culture around customer experience.

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3. Retently

Overview: Retently is a dedicated customer feedback platform offering NPS, CSAT, and CES surveys with a focus on e-commerce and B2B SaaS companies. It balances simplicity with powerful features at competitive pricing.

Key Features:

• NPS, CSAT, CES, and 5-Star rating surveys
• Transactional and relationship survey campaigns
• In-app (web) surveys with popup display
• Email and link-based distribution
• Real-time analytics dashboard
• Sentiment analysis on text feedback
• Customer segmentation and filtering
• Automated workflows and reminders
• Response rate tracking
• Multi-language surveys
• Custom survey throttling (avoid survey fatigue)
• Zapier integration plus native integrations
• API and webhooks
• Email digest reports

Standout Capabilities:

• Transactional triggers: Automatically survey after purchases, deliveries, or support interactions
• Conversations: Built-in tool for following up with respondents
• Partial response capture: Even incomplete surveys provide insights
• Survey throttling: Prevent over-surveying customers

Integrations: HubSpot, Salesforce, Intercom, Mailchimp, Slack, Segment, Zapier, Shopify, WooCommerce, and 20+ others

Best For: E-commerce brands, SaaS companies, and B2B businesses looking for affordable, feature-rich NPS software. Particularly strong for companies using HubSpot or Intercom.

Pricing:

• Starter: $49/month (100 survey credits)
• Growth: $100/month (500 survey credits)
• Professional: $299/month (3,000 survey credits)
• Enterprise: Custom pricing (Salesforce integration, dedicated support)

Survey credits = number of surveys you can send/display per month. Same customer surveyed multiple times uses multiple credits.

Pros:

• Competitive pricing
• Strong e-commerce integrations
• Easy to set up and use
• Good balance of features and simplicity
• Excellent customer support
• Fair credit-based pricing

Cons:

• Analytics less sophisticated than Qualtrics
• Credit system can get confusing
• Limited advanced reporting
• No built-in panel for respondent recruitment

User Reviews: Retently maintains 4.6/5 on G2, with users praising its value for money and ease of setup.

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4. Qualtrics XM

Overview: Qualtrics is the enterprise standard for experience management, offering sophisticated NPS capabilities as part of a comprehensive CX platform. While not exclusively an NPS tool, Qualtrics provides unmatched depth for organizations serious about experience management.

Key Features:

• Complete survey platform with 100+ question types
• Advanced branching and display logic
• Multi-channel distribution
• StatsIQ: Automated statistical analysis
• Text IQ: AI-powered sentiment and theme analysis
• Predictive analytics and driver analysis
• Journey mapping
• Action planning and case management
• Role-based dashboards
• Closed-loop workflows
• Panel integration for research
• 100+ integrations
• Mobile-optimized surveys
• Multi-language support (100+ languages)

Standout Capabilities:

• Statistical rigor: Built for researchers with advanced analytics
• AI and machine learning: Automated insights and predictions
• Scale: Handle millions of responses
• Comprehensive: Goes beyond NPS to full experience management

Integrations: Salesforce, ServiceNow, Adobe Experience Cloud, Microsoft Dynamics, Slack, Tableau, and 100+ others

Best For: Large enterprises running sophisticated CX programs requiring advanced analytics, statistical analysis, and complex workflows. Companies with dedicated CX teams and significant budgets.

Pricing:

• Free Account: 500 total responses, 3 active surveys
• Strategic Research: $5,040/year (1,000 responses, unlimited users)
• Enterprise: Custom pricing (typically $20,000+/year)

Enterprise pricing varies widely based on features, response volume, and seat count.

Pros:

• Industry-leading analytics
• Unmatched feature breadth
• Excellent for complex research
• Strong enterprise support
• Robust security and compliance

Cons:

• Steep learning curve
• Very expensive for small businesses
• Overkill for simple NPS programs
• Implementation can be lengthy
• Requires dedicated resources

User Reviews: Qualtrics scores 4.4/5 on G2, with enterprise customers praising its power while noting the complexity and cost.

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5. Medallia (formerly Wootric for NPS)

Overview: Medallia is an enterprise CX platform that acquired Wootric’s NPS capabilities. The platform focuses on AI-driven insights and omnichannel feedback collection, making it powerful for large organizations.

Key Features:

• NPS, CSAT, CES microsurveys
• In-app, email, SMS, and web surveys
• AI-powered text analytics
• Real-time alerts and notifications
• Role-based dashboards
• Customer journey mapping
• Predictive analytics
• Closed-loop case management
• Multi-channel feedback aggregation
• Advanced segmentation
• Integration with enterprise systems
• Medallia Athena AI for insights

Standout Capabilities:

• Experience Data Records (EDR) pricing: Pay for insights, not responses
• AI-Driven analysis: Automated theme detection and sentiment analysis
• Omnichannel aggregation: Combine NPS with reviews, social, operational data
• Enterprise-grade: Built for scale and complexity

Integrations: Salesforce, Zendesk, Slack, Intercom, ServiceNow, Adobe, and enterprise systems

Best For: Large enterprises managing customer experience across multiple channels and touchpoints. Companies with mature CX programs and budgets to match.

Pricing:

• No public pricing
• Typically starts around $20,000/year
• Enterprise deals can exceed $100,000+ annually
• Custom quotes based on organization size and needs

Pros:

• Powerful AI capabilities
• Omnichannel approach
• EDR pricing model rewards data collection
• Strong for enterprise complexity
• Excellent security and compliance

Cons:

• Very expensive
• Complex implementation
• Overkill for SMBs
• No transparent pricing
• Requires significant resources

User Reviews: Medallia scores 4.3/5 on G2 among enterprise users who value its comprehensive capabilities.

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6. CustomerGauge

Overview: CustomerGauge takes a unique approach with “Account Experience,” specifically designed for B2B companies. Rather than just measuring NPS, CustomerGauge ties scores directly to revenue impact, making it perfect for understanding account health and churn risk.

Key Features:

• Account-level NPS tracking
• Multi-stakeholder surveys (survey multiple contacts per account)
• Revenue-linked analytics
• Driver analysis (identify what impacts NPS)
• Churn prediction
• Monetized NPS (tie scores to revenue impact)
• Closed-loop workflows
• Benchmarking against industry
• Role-based dashboards
• Automated survey scheduling
• CRM synchronization
• API for custom integrations

Standout Capabilities:

• B2B focused: Survey multiple stakeholders within accounts
• Revenue attribution: See which accounts represent at-risk revenue
• Driver analysis: Identify which CX factors impact revenue most
• Account health scores: Predict churn before it happens

Integrations: Salesforce, Microsoft Dynamics, HubSpot, Gainsight, and major enterprise systems

Best For: B2B companies with account-based sales models, particularly those in manufacturing, technology, professional services, and SaaS where multiple stakeholders influence renewal decisions.

Pricing:

• Custom pricing only
• Typically starts at several thousand dollars per month
• Pricing based on number of accounts and survey volume
• Implementation and training included

Pros:

• Perfect for B2B account management
• Revenue-centric approach
• Multi-stakeholder surveys
• Strong driver analysis
• Industry benchmarks included

Cons:

• Expensive for small businesses
• Requires Salesforce or similar CRM
• Not ideal for B2C
• Custom pricing lacks transparency
• Implementation time can be significant

User Reviews: CustomerGauge scores 4.5/5 on G2 among B2B companies that value its account-focused approach.

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7. Survicate

Overview: Survicate is a versatile customer feedback platform that excels at multi-channel NPS collection, particularly for SaaS and digital products. It combines ease of use with powerful targeting capabilities.

Key Features:

• NPS, CSAT, CES, and custom surveys
• Multiple survey types: email, website, in-product, mobile app, link
• Advanced targeting and triggering
• Email embedding for higher response
• Insight Hub (central feedback repository)
• Real-time notifications
• Custom branding
• Survey logic and branching
• Integrations with major tools
• Multi-language support
• Survey throttling
• Zapier for custom workflows

Standout Capabilities:

• Multi-channel strength: Same survey across email, web, in-app
• Targeting: Show surveys based on user behavior, attributes, page visits
• Insight Hub: Aggregate all feedback sources in one place
• Email embedding: NPS question appears directly in email

Integrations: Intercom, Slack, HubSpot, Salesforce, Segment, Google Analytics, Amplitude, Mixpanel, Zapier, and 30+ others

Best For: SaaS companies and digital products needing sophisticated targeting and multi-channel distribution. Particularly strong for product teams using analytics tools like Amplitude or Mixpanel.

Pricing:

• Good: $99/month (100 responses)
• Better: $199/month (500 responses)
• Best: $299/month (1,000 responses)
• Better than the rest: Custom pricing

Plans include unlimited surveys and users. Pricing based on monthly response volume.

Pros:

• Strong product-market fit for SaaS
• Excellent targeting capabilities
• Multi-channel flexibility
• Good analytics integrations
• Reasonable pricing

Cons:

• Can feel complex for simple needs
• Response limits on lower tiers
• Not ideal for offline/field surveys
• Learning curve for advanced features

User Reviews: Survicate scores 4.6/5 on Capterra, with product teams praising its targeting capabilities.

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8. GetFeedback

Overview: GetFeedback (part of Momentive, the company behind SurveyMonkey) specializes in creating beautiful, mobile-first surveys with deep Salesforce integration. It’s positioned between simple survey tools and enterprise CX platforms.

Key Features:

• Mobile-optimized NPS surveys
• Salesforce native integration
• Real-time alerts and notifications
• Automated workflows
• Custom branding
• Multi-channel distribution
• Response analytics
• Case creation from feedback
• Benchmarking capabilities
• Journey-based surveys
• Role-based access
• API access

Standout Capabilities:

• Salesforce integration: Deepest native Salesforce connectivity
• Mobile-first design: Surveys look beautiful on any device
• Quick setup: Pre-built templates get you started fast
• Real-time CRM updates: Feedback flows directly into Salesforce records

Integrations: Salesforce (native), Slack, Marketo, and select enterprise tools

Best For: Salesforce-centric organizations wanting seamless CRM integration. Sales and service teams who live in Salesforce benefit from native connectivity.

Pricing:

• No public pricing available
• Contact sales for quotes
• Typically enterprise-level pricing (thousands per year)
• Based on Salesforce integration needs and volume

Pros:

• Best-in-class Salesforce integration
• Beautiful survey design
• Mobile-first approach
• Quick implementation
• Good for sales teams

Cons:

• Limited outside Salesforce ecosystem
• No transparent pricing
• Fewer integrations than competitors
• Can be expensive
• Less suitable for non-Salesforce users

User Reviews: GetFeedback scores 4.3/5 on G2, particularly among Salesforce administrators.

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9. Nicereply

Overview: Nicereply is a straightforward NPS, CSAT, and CES platform designed specifically for customer support and service teams. It focuses on measuring agent performance and customer satisfaction after support interactions.

Key Features:

• NPS, CSAT, and CES surveys
• Post-ticket surveys (email-based)
• Agent performance tracking
• Rating feed dashboard
• Automated survey sending
• Custom branding
• Multi-language support
• Reporting and analytics
• Integrations with help desk tools
• Email signature surveys
• Public/private reporting

Standout Capabilities:

• Support team focus: Built for post-interaction surveys
• Agent performance: Track individual agent satisfaction scores
• Simple implementation: Easy setup with help desk tools
• Email signature surveys: Add surveys to agent signatures

Integrations: Zendesk, Freshdesk, Help Scout, Intercom, Front, Gmail, and major help desk platforms

Best For: Customer support teams wanting to measure satisfaction after ticket resolution. Call centers and support organizations benefit from agent-level insights.

Pricing:

• Starter: $59/month (100 responses, 3 users)
• Business: $149/month (500 responses, 10 users)
• Company: $359/month (2,000 responses, unlimited users)
• Enterprise: Custom pricing

14-day free trial available on all plans.

Pros:

• Purpose-built for support teams
• Easy to implement
• Affordable entry point
• Agent performance insights
• Good help desk integrations

Cons:

• Limited to support use cases
• No web or in-app surveys
• Basic analytics
• Not suitable for relationship NPS
• Fewer features than comprehensive platforms

User Reviews: Nicereply scores 4.7/5 on Capterra among support teams who appreciate its simplicity.

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10. InMoment (Wootric)

Overview: InMoment’s Wootric product offers microsurveys for collecting NPS, CSAT, and CES feedback at critical moments in the customer journey. The platform emphasizes in-app and in-moment feedback collection.

Key Features:

• Microsurveys (NPS, CSAT, CES)
• In-app survey SDK for mobile and web
• Email and SMS surveys
• Behavioral targeting
• Real-time analytics
• Text analytics with AI
• Multi-language support (30+ languages)
• Custom branding
• Survey scheduling and frequency capping
• Integrations with major platforms
• API for custom workflows
• Referral and review capture from promoters

Standout Capabilities:

• Microsurveys: Non-intrusive, contextual feedback collection
• In-app strength: Mobile and web app SDK for seamless surveys
• Behavioral triggers: Survey based on user actions and attributes
• Promoter activation: Convert positive feedback into reviews/referrals

Integrations: Salesforce, Zendesk, Intercom, Slack, HubSpot, Segment, Amplitude, and major SaaS platforms

Best For: Mobile apps, SaaS products, and digital platforms wanting in-context feedback. Product teams benefit from behavioral targeting and in-app capabilities.

Pricing:

• No public pricing
• Contact sales for quotes
• Pricing varies based on response volume and features
• Enterprise-focused pricing model

Pros:

• Excellent in-app experience
• Strong mobile SDKs
• Behavioral targeting
• Good for product teams
• Modern, unobtrusive design

Cons:

• No transparent pricing
• Less suitable for offline businesses
• Can be expensive
• Requires technical implementation
• Limited to digital channels

User Reviews: InMoment/Wootric scores 4.5/5 on G2, particularly among product-led companies.

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Quick Comparison Chart

Software	Starting Price	Free Plan	Best For
Delighted	$224/month	Yes (25 responses/mo)	Simple NPS programs
AskNicely	$449/month	No	Frontline service teams
Retently	$49/month	No	E-commerce & SaaS
Qualtrics XM	$420/month	Yes (500 responses)	Enterprise research
Medallia	~$20k/year	No	Omnichannel CX
CustomerGauge	Custom pricing	No	B2B account management
Survicate	$99/month	No	Product teams & SaaS
GetFeedback	Custom pricing	No	Salesforce integration
Nicereply	$59/month	No	Support teams
InMoment (Wootric)	Custom pricing	No	In-app microsurveys

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What is NPS Software?

Net Promoter Score software automates the process of collecting, analyzing, and acting on customer loyalty data. At its core, NPS asks one simple question: “On a scale of 0-10, how likely are you to recommend our product/service to a friend or colleague?”

Based on their responses, customers are categorized into three groups:

• Promoters (9-10): Loyal enthusiasts who fuel growth through referrals
• Passives (7-8): Satisfied but unenthusiastic customers vulnerable to competitive offerings
• Detractors (0-6): Unhappy customers who can damage your brand through negative word-of-mouth

Your NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score between -100 and +100.

Modern NPS software goes far beyond basic survey distribution. The best platforms offer:

• Multi-channel survey distribution (email, SMS, in-app, web, kiosk)
• Automated survey scheduling based on customer journey triggers
• Real-time dashboards and analytics
• Sentiment analysis on open-ended feedback
• CRM integration to enrich customer profiles
• Closed-loop feedback workflows for following up with detractors
• Benchmarking against industry standards
• Predictive analytics to identify churn risks

Why Specialized NPS Software Matters

While general survey tools can include NPS questions, dedicated NPS platforms offer significant advantages:

Automated Workflows: Trigger surveys at critical touchpoints in the customer journey automatically

Real-Time Alerting: Get instant notifications when detractors respond so you can recover relationships quickly

Trend Analysis: Track your NPS over time and identify patterns by customer segment, product, region, or cohort

Frontline Empowerment: Give customer-facing teams immediate access to feedback relevant to their work

Predictive Intelligence: Use AI to identify which factors drive your score and predict future churn

Closed-Loop Processes: Built-in tools for responding to feedback and tracking resolution

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Feature Comparison Tables

Core NPS Features

Platform	Survey Channels	Real-Time Alerts	Text Analytics	Closed-Loop	API/Webhooks	Mobile App
Delighted	Email, Web, Link, SMS, In-app	Yes	Basic	Yes	Yes	No
AskNicely	Email, Web, SMS, Kiosk	Yes	Yes	Yes	Yes	Yes (team-facing)
Retently	Email, Web, Link, In-app	Yes	Yes	Yes	Yes	No
Qualtrics	All channels	Yes	Advanced (iQ)	Yes	Yes	Yes
Medallia	All channels +	Yes	AI-powered	Advanced	Yes	Yes
CustomerGauge	Email, Web	Yes	Yes	Advanced	Yes	No
Survicate	Email, Web, In-app, Link	Yes	Basic	Yes	Yes	No
GetFeedback	Email, Web, SMS	Yes	Limited	Yes	Yes	Yes
Nicereply	Email only	Yes	No	Limited	Yes	No
InMoment	In-app, Email, SMS, Web	Yes	AI-powered	Yes	Yes	Mobile SDK

Pricing Comparison

Platform	Starting Price	Free Plan	Mid-Tier	Enterprise	Pricing Model
Delighted	$224/mo	25 responses/mo	$449/mo	Custom	Response-based
AskNicely	$449/mo	No	Custom	Custom	Response volume
Retently	$49/mo	No	$299/mo	Custom	Survey credits
Qualtrics	$420/mo	500 responses	$5,040/yr	$20k+/yr	Tiered
Medallia	~$20k/yr	No	Custom	Custom	EDR model
CustomerGauge	Custom	No	Custom	Custom	Account-based
Survicate	$99/mo	No	$299/mo	Custom	Response-based
GetFeedback	Custom	No	Custom	Custom	Quote-based
Nicereply	$59/mo	No	$149/mo	Custom	Response-based
InMoment	Custom	No	Custom	Custom	Quote-based

Integration Ecosystem

Platform	Salesforce	HubSpot	Intercom	Zendesk	Slack	Zapier	Segment
Delighted	✓	✓	✓	✓	✓	✓	✓
AskNicely	✓	✓	✓	✓	✓	✓	Limited
Retently	✓ (Enterprise)	✓	✓	Limited	✓	✓	✓
Qualtrics	✓	✓	✓	✓	✓	✓	✓
Medallia	✓	Limited	✓	✓	✓	No	Limited
CustomerGauge	✓	✓	No	No	Limited	No	No
Survicate	✓	✓	✓	✓	✓	✓	✓
GetFeedback	✓ (Native)	Limited	Limited	Limited	✓	Limited	No
Nicereply	Limited	Limited	✓	✓	✓	✓	No
InMoment	✓	✓	✓	✓	✓	No	✓

Best For Use Case

Platform	Best For	Company Size	Industry Focus
Delighted	Simplicity & speed	Small to Mid	E-commerce, SaaS
AskNicely	Frontline teams	Mid to Large	Service industries
Retently	E-commerce & SaaS	Small to Mid	Digital-first
Qualtrics	Complex research	Enterprise	All industries
Medallia	Omnichannel CX	Enterprise	All industries
CustomerGauge	B2B accounts	Mid to Large	B2B, Manufacturing
Survicate	Product teams	Small to Mid	SaaS, Digital
GetFeedback	Salesforce users	Mid to Large	All industries
Nicereply	Support teams	Small to Mid	Service/Support
InMoment	In-app feedback	Mid to Large	Mobile/SaaS

How to Choose the Right NPS Software

Key Selection Criteria

1. Company Size and Budget

• Small businesses (1-50 employees): Delighted, Retently, or Nicereply offer affordable starting points
• Mid-market (50-500 employees): AskNicely, Survicate, or Retently provide good balance
• Enterprise (500+ employees): Qualtrics, Medallia, or CustomerGauge handle complexity

2. Industry and Use Case

• E-commerce: Delighted or Retently (strong Shopify/e-commerce integrations)
• SaaS/Digital Products: Survicate, InMoment, or Retently (in-app capabilities)
• Service Industries: AskNicely (frontline focus) or Nicereply (support teams)
• B2B/Account-Based: CustomerGauge (account experience model)
• Healthcare/Field Services: AskNicely (mobile + offline capabilities)

3. Technical Requirements

• Need in-app surveys? InMoment, Survicate, or Retently
• Salesforce-centric? GetFeedback (native) or Qualtrics
• Want simple setup? Delighted or Nicereply
• Need advanced analytics? Qualtrics or Medallia
• B2B multi-stakeholder? CustomerGauge

4. Survey Volume

• <1,000 responses/year: Free or starter plans from Delighted, Retently
• 1,000-10,000 responses/year: Mid-tier plans from most platforms
• 10,000-100,000 responses/year: AskNicely, Survicate, or Retently Professional
• 100,000+ responses/year: Enterprise platforms (Qualtrics, Medallia)

5. Integration Needs

• CRM integration required: Most platforms support Salesforce/HubSpot
• Help desk (Zendesk/Intercom): Nicereply, Survicate, or InMoment
• Analytics tools: Survicate (Amplitude, Mixpanel) or InMoment
• Marketing automation: Delighted, Retently, or AskNicely

Decision Framework

Start with these questions:

1. What’s your primary goal?
   • Measure overall customer loyalty → Delighted, Retently, or Qualtrics
   • Improve frontline performance → AskNicely
   • Track support quality → Nicereply
   • Monitor product experience → InMoment or Survicate
   • Manage B2B account health → CustomerGauge
2. What’s your budget?
   • Under $1,000/year → Free plans or Retently Starter
   • $1,000-$10,000/year → Delighted, Retently, Nicereply, or Survicate
   • $10,000-$50,000/year → AskNicely, GetFeedback, or Qualtrics Strategic
   • $50,000+/year → Qualtrics, Medallia, or CustomerGauge
3. How technical is your team?
   • Non-technical → Delighted or AskNicely (easiest)
   • Moderately technical → Retently, Survicate, or Nicereply
   • Very technical → Qualtrics, InMoment, or custom API solutions
4. What’s your timeline?
   • Need results this week → Delighted (fastest setup)
   • Ready in 1-4 weeks → Most mid-market platforms
   • 1-3 month implementation → Enterprise platforms

Implementation Best Practices

Getting Started

Week 1: Foundation

• Define your NPS program goals
• Identify customer touchpoints to measure
• Determine survey frequency (quarterly relationship NPS or transactional)
• Map out closed-loop follow-up process
• Assign ownership (who responds to detractors?)

Week 2: Setup

• Configure your chosen platform
• Set up integrations (CRM, help desk, etc.)
• Customize survey design and branding
• Create follow-up questions
• Test surveys internally

Week 3: Launch

• Start with small test group
• Monitor response rates
• Adjust survey timing/channels as needed
• Train team on responding to feedback
• Set up dashboards for stakeholders

Week 4+: Optimize

• Review results and trends
• Close the loop with detractors
• Celebrate promoters publicly
• Identify key drivers of score
• Iterate on survey approach

Critical Success Factors

1. Close the Feedback Loop The #1 mistake companies make is collecting feedback without acting on it. Respond to every detractor within 24-48 hours.

2. Share Results Widely Make NPS visible across the organization. Use dashboards, Slack channels, or TV displays to keep it front-of-mind.

3. Tie to Business Outcomes Connect NPS to retention, upsells, referrals, and revenue. This justifies investment and drives action.

4. Survey at the Right Moments For transactional NPS: Survey immediately after key interactions (purchase, support ticket, onboarding milestone)

For relationship NPS: Survey quarterly to track trends without creating fatigue

5. Don’t Over-Survey Respect customers’ time. Use survey throttling to limit frequency and only survey when you’ll act on feedback.

6. Focus on Trends, Not Individual Scores A single month’s score fluctuates. Track rolling averages and segment-specific trends for meaningful insights.

Industry NPS Benchmarks

Understanding how your score compares helps set realistic goals:

B2B SaaS: Average NPS of 30-40

• Top performers: 50-70
• Leaders: 70+

E-commerce/Retail: Average NPS of 30-50

• Top performers: 50-70
• Leaders: 70+

Financial Services: Average NPS of 20-40

• Top performers: 40-60
• Leaders: 60+

Healthcare: Average NPS of 20-40

• Top performers: 40-60
• Leaders: 60+

Professional Services: Average NPS of 30-50

• Top performers: 50-70
• Leaders: 70+

Telecommunications: Average NPS of 0-30

• Top performers: 30-50
• Leaders: 50+

Remember: Your industry matters, but improving your own score over time matters more than comparing to others.

Emerging Trends in NPS Software

AI and Machine Learning

Modern NPS platforms increasingly use AI for:

• Automated theme detection: Identify common topics in open-ended feedback
• Sentiment analysis: Understand emotion behind text responses
• Predictive analytics: Forecast which customers will churn
• Smart routing: Automatically assign feedback to right teams
• Response suggestions: AI-recommended replies to detractors

Conversational Surveys

Rather than traditional forms, new approaches include:

• Chatbot surveys: NPS via messaging apps
• Voice surveys: Alexa/Google Assistant integration
• SMS conversations: Two-way texting for feedback

Video Feedback

Some platforms now support:

• Video response collection
• Screen recordings of customer experiences
• Visual feedback on prototypes

Privacy and Compliance

With GDPR, CCPA, and other regulations:

• Anonymous survey options
• Data residency controls
• Consent management
• Right to deletion workflows

Conclusion

Choosing the right NPS software depends on your specific needs, budget, and technical requirements. Here’s our final recommendation guide:

Best Overall Balance: Delighted - Simple, effective, and reasonably priced for most businesses

Best for Service Businesses: AskNicely - Purpose-built for frontline teams

Best Value: Retently - Strong features at competitive prices

Best for Enterprise: Qualtrics XM - Unmatched sophistication and scale

Best for B2B: CustomerGauge - Account-focused approach

Best for SaaS/Digital: Survicate or InMoment - In-app capabilities

Best for Support Teams: Nicereply - Simple and focused

Best for Salesforce Users: GetFeedback - Native integration

Remember:

• Start simple and add complexity as needed
• Focus on closing the loop, not just collecting scores
• Share NPS widely to create a customer-centric culture
• Use free trials to test platforms before committing
• Consider total cost of ownership (setup, training, ongoing management)

The best NPS software is the one you’ll actually use consistently. Don’t let perfect be the enemy of good—start measuring, start learning, and start improving your customer experience today.

Free Trial Recommendations

Before committing, take advantage of free trials:

• Delighted: 7-day trial + free plan available
• AskNicely: Demo available
• Retently: 7-day free trial
• Qualtrics: Free account with 500 responses
• Nicereply: 14-day free trial on all plans
• Survicate: 10-day free trial

Most platforms offer personalized demos—take advantage of these to see the product in action with your use case.

Getting Executive Buy-In

When presenting NPS software to leadership:

Focus on ROI:

• Show cost of customer churn vs. platform investment
• Demonstrate how early detection saves accounts
• Link NPS to revenue metrics (retention, upsells, referrals)

Start Small:

• Begin with free or low-cost tier
• Prove value with pilot program
• Scale after demonstrating results

Share Success Stories:

• Reference case studies from similar companies
• Show benchmarks from your industry
• Highlight competitors using NPS

The right NPS software transforms customer feedback from a nice-to-have into a strategic growth driver. Whether you choose Delighted’s simplicity, AskNicely’s team focus, Retently’s value, or Qualtrics’s sophistication, the key is to start measuring, start listening, and start acting on what your customers tell you.

Your customer loyalty score is waiting to be discovered—and improved.