13 Best NPS Software Tools That Will Transform Your Customer Experience in 2025

Table of Contents

1 . What Is The Net Promoter Score (NPS)?

2. Why Is NPS Important For The Business?

3. How To Decide on the Right NPS Software: Important Aspects

4. Top 13 NPS Software Tools for 2025

5. How to Implement NPS Software in Your Customer Experience Strategy

6. Find the Perfect NPS Software & Start Turning Feedback into Growth

7. FAQ

Knowing how your customers actually feel—before they leave—is what separates brands that grow from those that stall. Net Promoter Score (NPS) software gives you a fast, scalable way to measure loyalty, detect friction, and act on feedback in real-time.

At its core, NPS asks one question: “How likely are you to recommend us?” But the value comes from what happens after. The best tools don’t just collect scores—they trigger follow-ups, alert your team to unhappy users, and integrate with your CRM to guide retention strategy.

It’s not astonishing that, according to Fortune, two-thirds of the Fortune 1000 organizations use NPS to measure their customer experience. Whether you’re running a SaaS startup or a global support team, the right NPS platform helps you catch churn risks early and turn promoters into referral engines.

Here are 13 of the best NPS software tools in 2025, ranked and reviewed.

What Is The Net Promoter Score (NPS)?

NPS, or Net Promoter Score, is one of the many customer satisfaction tools that allow companies to measure customer loyalty. It also comes with a central query on a scale from 0 to 10.

• Customers who passionately endorse your business and frequently recommend it are classified as promoters (9-10).
• Satisfaction but apathetic customers without intention to support your brand fall under passives (7-8).
• Dissatisfied users who are at risk of leaving and giving bad feedback are known as detractors (0-6).

Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Scores range from -100 to +100. A positive score is good; above 50 is strong; 70+ is considered excellent. NPS is a quick way to measure brand perception and flag churn risks, especially when tracked over time and segmented by touchpoint.

Why Is NPS Important For The Business?

A study by the Harvard Business Review found that companies with high NPS tend to outgrow their competition extensively in revenue.

NPS software isn’t just about measuring satisfaction—it helps teams track loyalty, predict churn, and tie feedback to revenue. Here’s what makes NPS a key metric for growth-minded businesses:

1. Relates Directly To Customer Loyalty And Growth

NPS highlights how likely customers are to stick around and recommend your brand. With the detection of detractors and promoters, businesses can concentrate on retaining loyal users and fixing issues that cause them to churn. This drives long-term growth through retention and word of mouth.

2. Predicts Revenue Growth

According to Survey Sensum, a 7-point increase in NPS equates to a 1% revenue boost. Satisfied customers tend to return for more purchases and bring people with them, using their referrals as marketing.

3. Identify Pain Points Before Customer Churn

Businesses can view NPS over time to track trends in customer dissatisfaction before it turns into a revenue issue. A decrease in NPS clearly shows that something within their product or service needs to be addressed.

4. Develop A Customer-Focussed Business Strategy

Net Promoter Score software plays a key role in shaping proactive customer experience strategies. It is centred on transforming your customer’s experience. It is about listening to the customer’s feedback, closing the loop, and taking action. The best companies consider NPS a key piece of their business decisions as they strive to enhance customer satisfaction using real data.

How To Decide on the Right NPS Software: Important Aspects

Choosing the right NPS software comes down to more than just sending surveys. You need a tool that fits your team, connects with your systems, and turns feedback into action.

Here are the most important components to keep in mind:

1 . Survey Customization: Tailor the survey design and questions to reflect your brand and customer journey.

2. Multi-Channel Distribution: Reach users via email, SMS, WhatsApp, website, in-app, or QR to boost response rates.

3. Real-Time Analytics and Reporting: Monitor NPS trends with live dashboards, filters, and sentiment insights.

4. CRM and Third-Party Integrations: Sync responses with your CRM or helpdesk such as  Salesforce, Hubspot, Zendesk, to trigger immediate action.

5. Automated Workflows and Alerts: Set up instant alerts and follow-ups when detractors respond.

6. Scalability and Flexibility: Choose a NPS software that grows with your team and supports multi-user access.

7. Customer Segmentation and Feedback Analysis: Break down results by segment by customer type, region, or account size to focus on high-impact accounts.

8. Security and Compliance: Ensure the tool offers encryption, role-based access, and audit logs for secure handling of feedback data.

Top 13 NPS Software Tools for 2025

Choosing the right net promoter score software can transform how your business gathers, analyzes, and acts on customer feedback. Below are the best 13 NPS software tools, each offering unique capabilities to enhance customer experience.

1. Kapture

Kapture is an AI-powered customer experience (CX) platform designed to improve how businesses collect, analyze, and act on customer feedback, especially through NPS. It helps teams deliver timely, personalized support while capturing sentiment across every touchpoint.

Kapture automates NPS survey distribution via email, WhatsApp, in-app, and more. Its intelligent ticket routing, GenAI Knowledge Base, and co-pilot agents ensure that responses from detractors are addressed quickly.

With real-time sentiment analysis and NPS tracking, brands can monitor loyalty trends, resolve issues faster, and consistently improve scores like NPS, CSAT, and first-contact resolution—all in one place.

Kapture’s AI-powered NPS tool allows businesses to gather, analyze, and act on feedback proactively. Automate surveys on numerous channels, such as in-app, WhatsApp, or Email, and insights are pushed to real-time dashboards for instant action.

Let’s look at some key features of Kapture CX:

• Use AI-driven analytics to identify customer sentiment trends and pinpoint pain points.
• Automate ticket routing based on priority, agent expertise, and workload to ensure fast resolutions.
• Send NPS surveys across multiple channels (email, WhatsApp, SMS, in-app, social media).
• Use AI-suggested responses for agents to improve the accuracy and speed of customer support.
• Personalize NPS surveys using customer data and industry-specific LLMs to drive higher response rates and contextual feedback.
• Auto-trigger follow-ups and feedback loops based on NPS scores to resolve real-time issues and boost customer retention.

Ideal User Base: Mid-size to large enterprises needing automated NPS tracking and AI-driven customer service solutions.

Pros

• Customizable AI-driven insights tailored to industry needs.
• Powerful automation reduces manual effort and improves efficiency.

Cons

• Requires initial setup time to configure industry-specific AI features.

Customer Reviews

• G2: 4.4/5.0 (168 reviews)
• Capterra: 4.2/5.0 (40 reviews)

2. Qualaroo

Qualaroo offers businesses advanced user feedback and an NPS survey platform to gather actionable, real-time feedback. It differs from traditional survey platforms because it collects on-site and in-app feedback through behavioral questioning.

They focuses on web marketing, product development, and improving the customer experience, helping businesses garner 10 times more useful information than email surveys. With Qualroo, you can:

• Trigger NPS surveys in real-time based on user behavior, location, and engagement.
• Use AI-powered sentiment analysis to understand customer emotions and trends instantly.
• Customize surveys with branding (colors, logos, and fonts) for an authentic experience.
• Integrate seamlessly with tools like Slack, Google Analytics, Salesforce, and HubSpot to streamline insights.
• Run exit-intent surveys to understand why visitors leave without converting.

Ideal User Base: Businesses focused on website conversion, UX research, and in-app user feedback.

Pros

• Advanced targeting options for precise, actionable feedback.
• AI-driven analytics for faster sentiment detection and trend identification.

Cons

• Can be overwhelming for first-time users due to advanced features.
• Limited offline survey capabilities.

Customer Reviews

• G2: 4.3/5.0 (48 reviews)
• Capterra: Not enough reviews

3. Medallia

Medallia has established itself as a frontrunner in experience management due to its multi-channel, real-time customer and employee feedback capture. Their expertise lies in NPS, AI-powered sentiment tracking, and predictive analysis greatly aids businesses in optimizing customer experience (CX) at scale.

Medallia’s enterprise-grade AI automates customer interaction, helps businesses track and use emerging trends, and provides reliable data for developing effective customer retention strategies.

Medallia can help you:

• Gather customer feedback from any channel (web, mobile, email, social media, call centers).
• Harness AI-powered text and voice analytics to discover sentiment and predict behavior.
• Seamlessly integrate with CRMs such as Salesforce, SAP, and Microsoft Dynamics for data-driven decisions.
• Automate follow-ups and personalized actions using AI-driven workflows to improve customer experience.
• Use real-time role-based dashboards to monitor NPS scores and customer trends across departments.

Ideal User Base: Enterprises and mid-to-large businesses that require AI-powered CX management, real-time feedback, and predictive analytics.

Pros

• AI-driven automation and predictive insights enhance customer engagement.
• Scalable for enterprises managing large-scale customer interactions.

Cons

• Premium pricing structure may not be suitable for small businesses.
• Initial implementation and customization require a learning curve.

Customer Reviews

• G2: 4.5/5.0  (141 reviews)
• Capterra: 4.9/5.0  (23 reviews)

4. SurveySparrow

SurveySparrow is an AI-driven NPS survey tool that allows businesses to quickly analyze and improve customer sentiment and automate feedback. With advanced AI-driven analytics, automation, and cross-channel feed collection, SurveySparrow ensures that customer feedback is actionable.

With SurveySparrow, your teams can:

• Use AI-powered analytics (CogniVue) to extract insights from customer feedback and detect loyalty trends.
• Automate NPS follow-ups with built-in ticketing and alerts to resolve issues faster.
• Boost survey completion rates with personalized, auto-filled questions for a seamless experience.
• Distribute surveys via email, WhatsApp, SMS, website, apps, and offline for maximum reach.
• Throttle survey frequency to prevent over-surveying and improve response quality.

Ideal User Base: Businesses and enterprises that need automated NPS tracking, AI-driven insights, and real-time dashboards to optimize customer experience.

Pros

• Omnichannel survey distribution ensures high response rates.
• AI-powered insights and segmentation tools for deeper customer understanding.

Cons

• Customization complexity may require initial learning for new users.
• Advanced AI analytics are available only in higher-tier plans.

Customer Reviews

• G2: 4.4/5.0 (2013 reviews)
• Capterra: 4.4/5.0 (116 reviews)

5. Qualtrics

Qualtrics captures billions of customer and employee data points and transforms them into actionable insights. Their XM Platform isn’t just about surveys; it’s a command center where AI prioritizes what matters, flags problems as they happen, and gives teams real-time options to fix them.

It integrates AI-enabled analytics to define, monitor, and decrease customer churn. It enables survey distribution through various channels with advanced segmentation and real-time dashboards.

Qualtrics allows you to:

• Use AI-powered predictive analytics to forecast customer churn and take proactive measures.
• Automate follow-ups based on feedback sentiment and urgency.
• Deploy NPS surveys across multiple channels, including email, SMS, chatbots, mobile apps, and offline surveys.
• Track satisfaction at every stage with journey mapping tools.
• Connect experience data to revenue and churn metrics.

Ideal User Base: Large enterprises and CX-focused organizations needing advanced NPS tracking and AI-driven insights to prevent churn and enhance customer retention.

Pros

• Comprehensive analytics and AI-driven predictions enhance decision-making.
• Highly customizable dashboards and reporting for various stakeholders.

Cons

• Complex setup and configuration may require expert assistance.
• May be cost-prohibitive for startups or small teams.

Customer Reviews

• G2: 4.3/5.0 (733 reviews)
• Capterra: 4.6/5.0 (250 reviews)

6. AskNicely

AskNicely seeks to transform feedback into actionable insights by offering a customer feedback software solution that allows businesses to capture and act on NPS data. Providing actionable insights to enhance customer experiences and aid the business’s growth is the platform’s main focus.

With extensive automation, survey design, and seamless CRM integration, it’s easy for companies to track customer engagement and follow-up, making customer support efficient.

With Asknicely, your teams can:

• Automate NPS surveys across multiple channels for continuous customer feedback.
• Seamlessly integrate with 40+ CRM platforms, including Salesforce and Slack, for direct actionability.
• Use real-time dashboards to track trends and assess customer sentiment.
• Enhance response rates with simple, visually appealing surveys optimized for any device.
• Benchmark and track performance with a built-in NPS calculator and competitive comparisons.

Ideal User Base: Growing businesses and service-focused companies looking to automate NPS tracking and enhance customer engagement.

Pros

• User-friendly and mobile-optimized interface makes surveys easy to complete.
• Strong CRM and API integrations ensure efficient follow-up on customer insights.

Cons

• Lacks advanced AI analytics compared to some enterprise-grade competitors.
• Pricing is not transparent, requiring a demo request for quotes.

Customer Reviews

• G2: 4.7/5.0 (995 reviews)
• Capterra: 4.6/5.0 (100 reviews)

7. SurveyMonkey

SurveyMonkey gives you fast, flexible ways to gather feedback that helps you make decisions. It’s not just a survey builder—it’s a tool built for real business needs, from employee engagement to market research.

With access to 335 million global respondents, you can get fast, reliable feedback without spending time hunting for responses.

With SurveyMonkey, you can:

• Automate NPS surveys and distribute them across email, websites, and mobile.
• Built-in NPS calculator to instantly generate scores and benchmark against industry averages.
• Advanced analytics and AI-powered insights to uncover trends in customer satisfaction.
• Customizable survey templates for both relational and transactional NPS tracking.

Ideal User Base: Businesses of all sizes looking for an easy-to-use survey tool with NPS tracking and industry benchmarks.

Pros

• User-friendly design with pre-built survey templates and drag-and-drop customization.
• Extensive benchmarking data to compare scores with industry standards.

Cons

• Limited advanced analytics compared to specialized NPS software.
• Higher pricing for premium features makes it costly for smaller businesses.

Customer Reviews

• G2: 4.4/5.0 (22k+ reviews)
• Capterra: 4.6/5.0 (10k+ reviews)

8. Survicate

Survicate is a responsive NPS software aimed at companies that capture, analyze, and act on feedback throughout different channels. It provides in-product, email, website, and mobile surveys to get up-to-the-minute information to enhance customer loyalty.

This tool is powerful for businesses that want to establish true continuous feedback loops due to its automation, advanced targeting, and numerous integrations.

Let’s look at some of its key features:

• Cross-channel NPS surveys (email, mobile app, webpage) so you can reach users anywhere.
• Custom branding that allows for seamless customer experience.
• Faster decision-making that results from real-time data & AI-powered insights.

Ideal User Base: Small to mid-sized businesses and product teams that need automated NPS tracking with flexible distribution methods.

Pros

• Higher response rates (up to 30%) due to embedded first-question previews.
• No-code setup with an intuitive UI, making it easy for teams to deploy.

Cons

• Limited advanced reporting compared to enterprise-grade NPS tools.
• Fewer AI-driven analytics compared to competitors like Qualtrics.

Customer Reviews

• G2: 4.6/5.0 (180 reviews)
• Capterra: 4.6/5.0 (90 reviews)

9. Hotjar

Hotjar allows businesses to measure customer loyalty and enables teams to collect NPS feedback through website pop-ups, email surveys, and in-app prompts. It is a behavior analytics and feedback tool that boosts customer loyalty in businesses.

With behavior analytics, Hotjar supports businesses in correlating NPS feedback with interactions, heatmaps, and session recordings for greater understanding.

Some of its key features include:

• Multi-channel NPS surveys (website, email, and in-app) to gather customer sentiment.
• Heatmaps & session recordings to analyze user behavior alongside NPS scores.
• Automated survey triggers based on user actions and engagement levels.
• Customizable feedback widgets that blend seamlessly with brand design.
• Data visualization dashboards to track trends in user satisfaction and loyalty.

Ideal User Base: Product managers, UX researchers, and marketers looking to combine user behavior insights with customer loyalty tracking.

Pros

• Behavior analytics integration provides deeper insights beyond just NPS scores.
• No-code setup allows businesses to launch surveys quickly.

Cons

• Limited advanced analytics compared to enterprise-grade CX platforms.
• No built-in AI sentiment analysis—manual data interpretation is required.

Customer Reviews

• G2: 4.3/5.0 (308 reviews)
• Capterra: 4.7/5.0 (534 reviews)

10. CustomerGauge (by Genroe)

CustomerGauge blends customer feedback with revenue data so you’re not just collecting scores—you’re tracking real business outcomes. It’s built for B2B companies, where every account matters and retention is everything.

It integrates directly with CRMs, accounting systems, and ecommerce platforms to automate surveys and reporting.

What sets it apart is “Account Experience,” a framework that ties NPS directly to revenue. That means you don’t just see who’s unhappy—you know what it costs and where to act.

It includes features like:

• Account Experience tracking that links NPS feedback to revenue impact.
• Automated NPS surveys across multiple channels (email, web, call center, kiosks).
• Customer churn prediction tools to identify at-risk accounts.
• Real-time reporting dashboards for monitoring account health.
• Integrated service recovery tools to take action on detractors immediately.

Ideal User Base: Mid-to-large B2B companies looking to track customer retention, churn risk, and revenue impact through NPS.

Pros

• Revenue-focused NPS tracking helps businesses tie customer feedback to financial outcomes.
• Built for B2B companies—ideal for managing complex, high-value relationships.

Cons

• Not designed for B2C businesses as it focuses on multi-stakeholder accounts rather than individual consumers.

Customer Reviews

• G2: 4.7/5.0 (47 reviews)
• Capterra: 4.8/5.0 (11 reviews)

11. Retently

Retently turns surveys into a strategic growth tool. It doesn’t just collect NPS or CSAT scores—it puts them in motion. With automated workflows, real-time alerts, and omnichannel delivery, it fits directly into your existing stack.

You can launch post-purchase surveys on Shopify, trigger CSAT in Zendesk, or sync with Slack and Salesforce. The platform tracks customer sentiment across the entire journey and turns feedback into action before issues become problems.

Some of its key features include:

• AI-powered Smart Surveys that trigger at critical moments (e.g., post-purchase, support interaction).
• Omnichannel feedback collection via email, SMS, in-app, and website surveys.
• Advanced analytics and custom reports to identify trends and sentiment shifts.
• Automated workflows to route feedback, trigger responses, and close the loop.
• Easy integrations with Shopify, Salesforce, HubSpot, Zendesk, and Slack.

Ideal User Base: Ecommerce, SaaS, and service-based businesses looking for AI-driven, automated NPS and CSAT tracking to improve customer loyalty.

Pros

• AI-driven automation improves response rates and survey timing.
• Deep analytics and reporting for tracking NPS, CSAT, and customer journey insights.

Cons

• Limited free plan—advanced features require a paid subscription.
• More suited for mid-sized and large businesses rather than small startups.

Customer Reviews

• G2: 4.7/5.0 (28 reviews)
• Capterra: 4.9/5.0 (30 reviews)

12. Nicereply

Nicereply is an intuitive NPS, CSAT, and CES survey provider that enables businesses to track customer loyalty, satisfaction, and effort in real time.

It allows companies to collect feedback via email, post-resolution surveys, and through embedded widgets. With this effortless integration into customer service workflows, Nicereply enhances customer experience for companies with minimal automation and configuration.

Here are some key features of Nicereply:

• Email-embedded surveys for seamless feedback collection in email templates.
• Automated post-resolution surveys triggered after customer interactions.
• Detailed analytics and dashboards to track NPS trends and identify promoters/ detractors.
• Custom branding & personalization for survey design and messaging.

Ideal User Base: Small to mid-sized businesses focused on customer support-driven NPS collection and feedback automation.

Pros

• Simple and intuitive interface for easy setup and automation.
• Wide range of integrations with customer support and CRM platforms.

Cons

• Limited advanced analytics compared to other NPS tools.
• Not ideal for large-scale enterprises needing extensive customization.

Customer Reviews

• G2: 4.5/5.0 (431 reviews)
• Capterra: 4.7/5.0 (286 reviews)

13. InMoment

InMoment is an all-in-one experience management platform with an advanced NPS survey tool aimed at helping businesses collect, analyze, and take action on customer feedback.

The software allows companies to conduct NPS on different channels, integrate feedback to CRM systems, and use closed-loop feedback systems to enhance customer retention.

Let’s look at some of the key features of InMoment:

• Multi-channel NPS surveys via email, SMS, web, and Intercom chat.
• Real-time analytics to track trends and identify sentiment shifts.
• Closed-loop feedback system to follow up with customers directly from the dashboard.
• Custom tagging and filtering to diagnose NPS scores by account, product, or geography.
• Brand advocacy activation by prompting promoters to leave reviews or join referral programs.

Ideal User Base: Best suited for mid-to-large enterprises looking for an advanced, AI-powered NPS system to optimize customer experience at scale.

Pros

• Highly customizable NPS insights for different business models.
• Advanced automation and integration with CRM and customer support tools.

Cons

• Can be complex for smaller businesses with limited CX teams.
• Pricing transparency is limited—requires consultation for enterprise plans.

Customer Reviews

• G2: 4.7/5.0 (319 reviews)
• Capterra: 4.3/5.0 (23 reviews)

How to Implement NPS Software in Your Customer Experience Strategy

Integrating Net Promoter Score software into your customer experience enables you to monitor, analyze, and act on customer sentiment data in real time. Below is a step-wise approach for integration within various workflows:

1. Identify the Goals: Determine the reasons behind your decision to implement NPS. Is it for measuring brand loyalty, customer service provided, product experience, or something else? Defining expectations will influence the design of your surveys and follow-up instructions.

2. Choose the Appropriate NPS Software: Pick a tool that offers exactly what aligns with your needs, whether it is automated survey issuance, real-time analytics, or advanced CRM integrations.

3. Position Surveys Strategically: Ensure that NPS surveys are activated at the appropriate moments, such as after the purchase, after customer support session interactions, or during onboarding.

4. Streamline Data Collection and Feedback Evaluation Processes: Encourage workshops that are organized, sorted, and analyzed responses by means of AI sentiment analysis, tagging, and filtering the NPS framework.

5. Extend NPS to Your Technology Stack: Connect the NPS tool to the CRM, helpdesk, email marketing account, and customer support applications, through which feedback can be collected and acted upon efficiently.

6. Assemble the Customer Feedback Loop: Engage detractors with resolution offers, thank promoters, and drive focus towards unpacking feedback data for potential CX advanced changes.

7. Monitor and Optimize Continuously: Put NPS in context over time, make responsive segments, and take corrective action to build customer loyalty.

Best Practices for Maximizing the Benefits of NPS Tools

By integrating NPS software strategically and advanced best practices, companies can enhance customer retention, drive continuous improvements, and fuel business growth. Here are the three best practices you must follow:

• Turn Detractors into Advocates with Personalized Recovery Plans: Create an automated yet personalized follow-up strategy where customer service teams proactively reach out to detractors with tailored resolutions.
• Use NPS Data to Predict Churn Before It Happens: Integrate NPS data with customer behavior analytics to identify trends and proactively flag at-risk customers, enabling retention strategies before they churn.
• Use NPS Promoters for Organic Growth: Automate referral programs, review requests, and social advocacy campaigns to capitalize on your most satisfied customers, turning them into brand ambassadors.

Find the Perfect NPS Software & Start Turning Feedback into Growth

Selecting the right net promoter score software companies is not just about surveys—it’s about understanding customers, reducing churn, and creating brand advocates. Top NPS software providers excel in integration, automation, analytics, and omnichannel feedback collection.

There’s a wide range of tools on the market—some built for fast-growing startups, others tailored for enterprise-level complexity.

For businesses looking for AI-driven automation, omnichannel surveys, and deep customer insights, Kapture CX offers a seamless solution. Its industry-specific AI models, smart ticketing, and sentiment analysis make it an ideal choice for companies serious about customer experience transformation.

Request a demo to see how Kapture CX can increase your NPS-driven revenue.

FAQs