Shoppers trust their friends, family, and other customers more than they trust the brand owner. 

Surprising. Right?

Well, this was confirmed in a recent survey where shoppers assigned the following trust scores based on the source of information:

• Family and friends: 84%
• Other customers: 80%
• The brand’s CEO: 58%

These numbers show the significance of tracking your products’ net promoter score (NPS) for insights into your customers’ loyalty and retention rate.

NPS software simplifies the process, helping you meet customers where they are, as opposed to bombarding them with emails.

Let’s cover the must-know information about using NPS software.

How NPS Software Works

NPS software refers to tools that collect, analyze, and report on customer sentiments and loyalty. Some tools also provide insights/recommendations on how to engage your customers to boost loyalty.

Here is how NPS software turns customer ratings into marketing insights: 

• Creating and Distributing the Survey: The NPS software generates a questionnaire and delivers it to customers via email, SMS, or embeds it on your site. 
• Feedback Collection: Customers complete the survey, and the data is sent to a centralized dashboard, saving you the hassle of sorting through emails. 
• NPS Score Calculation: The software calculates the NPS score and groups customers into promoters, passives, and detractors. 
• Qualitative Analysis: Open-ended customer feedback is classified into keywords, like reliable, fast, and slow, enabling you to gain deeper insights into the customers’ ratings. 
• Visual Reporting: The tool displays the data in easy-to-understand visuals, like charts and bar graphs, helping you identify patterns and trends. 
• Action Management: The NPS software manages workflow by assigning specific members to follow up on negative feedback and tracks all improvements.

Why Businesses Use NPS Software

Businesses should track NPS regularly to stay updated on customer sentiments and ensure responsiveness to customer complaints. Other reasons to use NPS software include:

• Predict Growth: Rising NPS scores may suggest that the current customers are loyal to your brand and are recommending it to others. This helps you forecast future revenue and plan for new products. 
• Identify Customer Pain Points: Determining where your business is failing can be difficult, especially if you’ve been following your strategy. NPS software helps you identify specific weaknesses in your workflows, such as pricing or customer service, so you can respond more quickly to issues. 
• Comparison with Industry Standards: NPS software helps you compare your customer loyalty with your competitors, identifying engagement gaps to give your business an edge. 
• Data-Driven Decision-Making: Instead of speculating what your customers want, you can use NPS software to gauge which features clients value the most and prioritize them to maximize sales. 

Key Features to Look For in an NPS Platform

A good NPS software shouldn’t just collect data. It should help you turn customer feedback into strategic marketing wins. Also, it should be convenient to use for your customers. 

Usually, there are various types of NPS tools, based on where you intend to collect feedback. For instance, our Webynize feedback widget lets you track NPS directly on your website by asking visitors to rate their experience with your products or services. 

Besides the widget being easy to set up and customize, you can place it anywhere on your website for maximum visibility. Our feedback widget is also mobile-friendly, allowing website visitors to interact with the NPS tool on mobile devices.

Create a widget today for a seamless way to track your customer sentiments.

Now, let’s get into the key features of a good NPS software:

• Surveys. Simplified: Well-designed and timed surveys spark honest feedback. With the right NPS tool, your surveys reach customers at the right moment, increasing completion rates.
• Data-Driven Insights: Go for NPS software that offers more than just scores and gives you valuable insights on how to grow customer loyalty.
• Your Score. In the Moment: The best NPS tools let you track scores in real-time or within short periods (daily or weekly) and not wait for quarterly reports, when the insights are obsolete.
• Feedback that Speaks Volumes: A survey tool that detects keywords and tone, allowing you to move from your speculations to actionable insights in a single click. 
• Data Made Beautiful: Your NPS tool should display the scores in clean charts and organized tables to help you see the “bigger picture” with more clarity. 
• Integrations That Connect Everywhere: Pick NPS tools that connect with CRM tools like HubSpot and Help Desk, or project management tools like Slack.

How to Choose the Best NPS Software for Your Business

Now that you know the right features to look for in an NPS software, it is time to pick the best-fit NPS tool for your brand. Follow this step-by-step guide to select a tool that complements your workflows:

• Know Your Goals: Have clear objectives on how you’ll use the NPS tool. Do you want to monitor customer sentiments or spot potential issues? Defining your goals lets you filter tools that don’t align with your needs. 
• Shortlist Essential Features: Identify the must-have features that the right NPS tool should have, such as seamless integration, AI-powered analytics, or workflow management. 
• Ensure Compatibility: Choose an NPS software that seamlessly integrates with your other platforms, like email management and CRM tools. This saves you the hassle of overhauling your systems or the extra cost of acquiring a third-party API connector.
• Check Mobile-Responsiveness: Pick a tool that adapts to small screens, allowing users to submit feedback even on their mobile phones.
• Narrow Down Your Top Picks: Limit your search to three tools and compare their price, features, and user-friendliness before selecting your preferred platform. 
• Get a Demo: Schedule demos to test the software’s compatibility and ease of use. This helps you understand how the tool works before committing to a paid plan.

How to Track NPS Efficiently with the Right Tools

Tracking NPS efficiently helps you turn it from just being another vanity metric into a powerful customer engagement driver.

It enables you to create a feedback loop that ensures you are always on top of customer complaints to keep your followers engaged and loyal to your brand. 

Here’s how to use an NPS tool to capture meaningful feedback:

Outline Your NPS Strategy

Define clear goals for your NPS program, such as measuring overall satisfaction quarterly or tracking specific interactions like purchases and support calls.

This helps establish a framework for your NPS surveys and ensures your NPS objectives align with your business goals.

Pick the Right NPS Tool

Go for an NPS tool that matches your budget, business needs, and the feedback collection channels you want to use.

For example, the Webynize feedback widget is the best NPS tool for collecting customer input on a website. It helps you meet customers where they are, increasing completion rates.

Set Up Your Survey

Draft your NPS survey questions using simple, clear language. 

Example questions include:

• How well does our product meet your needs? (Scale: Very poorly → Very well)
• How would you rate your experience? (😠😔😑😊😍)
• On a scale of 0-10, how likely are you to recommend us? (Scale: 0 = Not at all; 0 = Extremely likely)

Deploy NPS Surveys at Key Touchpoints

Configure the surveys to appear based on triggers, such as post-purchase, after support resolution, or when customers reach usage milestones. 

Consider adding a tooltips widget next to the NPS tool, explaining why the survey appeared. For example, you could inform website visitors that you are collecting feedback to help you refine their user experience.

Segment Responses

Organize the NPS scores based on customer demographics, such as product line, region, and subscription tier.

Next, compare NPS scores across groups to identify which markets are most satisfied and which need attention.

Act on Feedback

Close the loop by identifying the relevant personnel or departments so that they can follow up on customer complaints.

If there are multiple issues, prioritize them by urgency and importance to ensure critical complaints, such as slow customer service or defective products, are addressed quickly.

Common Mistakes When Using NPS Tools

Even the best NPS tools fall short when used the wrong way. 

Here are essential pitfalls to avoid when using NPS tools to help you get reliable insights from the collected feedback: 

• Lengthy Questionnaires: Long surveys overwhelm customers, increasing the likelihood of unanswered questions or inaccurate responses. Keep the survey short to maximize completion rates.
• Relying Solely on NPS: The NPS score shouldn’t be your only metric for customer satisfaction. Pair it with written feedback to better understand the key drivers behind the NPS scores. 
• Not Acting on Feedback: Ignoring customer feedback undermines customer loyalty and trust, resulting in other clients not completing your NPS surveys. Act on the feedback to show customers that you value their input and are committed to enhancing their experience. 
• Wrong Timing: Sending NPS surveys at the wrong time can compromise response quality, especially when customers haven’t interacted with your products yet. On the other hand, late surveys could result in low completion rates or passive answers, as customers may have forgotten their experience. Instead, send the survey immediately after the customer interacts with the product to gather accurate feedback. 
• Design Issues: Businesses often lock out a large share of their customers by sending surveys that are only accessible on PCs. Use a mobile-responsive NPS software to ensure your customers can complete the surveys on the go.
• Not Providing Social Proof: Some customers may be wary of completing NPS surveys for fear of their feedback being used against them. Add a social proof widget next to the NPS tool, displaying recent customers who’ve completed the survey.

Frequently Asked Questions (FAQs)

Let’s answer common questions about NPS tools:

What Is a Good Net Promoter Score? 

Anything above 0 is good because it means more than half of your customers are promoters, i.e., more promoters than detractors. 

However, aim for scores between 30 and 50, which is the average score for most industries. 

Can Small Businesses Use NPS Software? 

Yes. Small businesses can use NPS software to drive growth by improving customer loyalty and experiences. 

Can I Automate My NPS Surveys? 

Yes. You can automate your NPS surveys using a feedback widget that appears on your website based on triggers like visitors ordering a product. 

Does NPS Software Integrate with CRM Tools?

Yes. NPS software is compatible with CRM tools, like HubSpot and Salesforce, allowing users to link the scores with the customer records for better insights.

Conclusion

The NPS software you use should help you track customer sentiments about your brand without the frequent surveys bothering them. 

The best way to do it?

Use trigger-based surveys that appear in the proper context, such as asking customers about the ordering process just after they’ve checked out a product.

Webynize’s feedback widget lets you track customer NPS at various points of their user journeys. 

Our widget is easy to integrate into your website and doesn’t require any advanced web design skills. Additionally, the feedback widget is compatible with all major web builders, so you can use it across your platforms.

Create a feedback widget today and join 1000+ website owners using it to grow their customer loyalty.