Best NPS Software for B2B Businesses in 2024

Welcome to The Ultimate Guide to the Best B2B NPS Software of 2024! If you’re looking to boost your customer satisfaction and drive business growth, you’ve come to the right place. Let’s dive in and understand why NPS (Net Promoter Score) is such a big deal and how the right software can make all the difference.

We know that choosing the right NPS software can be overwhelming, with so many options out there. That’s why we’ve done the heavy lifting for you. This guide provides a comprehensive review of the top B2B NPS software across different business categories:

• SMB  
• Mid-market
• Enterprise

Whether you’re a small business just getting off the ground, a mid-sized company looking to scale, or a large enterprise managing complex operations, we’ve got you covered.

So, let us guide you through the best B2B NPS software options of 2024. Your journey to improved customer satisfaction and business growth starts here!

Key Takeaways

• If you’re a small or medium business, look for an affordable, easy-to-use tool that can grow with you.
• B2B mid-market businesses need advanced features and scalability. Powerful analytics and integration capabilities designed to support growing businesses are a must.
• Enterprises require extensive customization and in-depth analytics. These tools should provide the robust functionality needed to manage large volumes of feedback and gain deep insights into customer experiences.

Understanding NPS

Let’s start with what is NPS. NPS is a simple yet powerful tool that measures customer loyalty. It revolves around a single question: “How likely are you to recommend our product/service to a friend or colleague?” Customers respond on a scale of 0 to 10, and based on their answers, they’re categorized as Promoters (9-10), Passives (7-8), or Detractors (0-6).

In 2024, NPS remains an essential metric for businesses of all sizes. Why? Because it provides clear, actionable insights into customer satisfaction and loyalty. By understanding how your customers feel, you can make informed decisions to improve their experience and, ultimately, drive growth.

Importance of NPS Software

Now, let’s talk about NPS software. Why is it important? The right NPS software does more than just collect scores; it helps you analyze the data, identify trends, and take action. Here’s how it can transform your business:

1. Boost Customer Satisfaction: By identifying and addressing issues raised by Detractors, you can turn unhappy customers into loyal Promoters.
2. Drive Business Growth: Satisfied customers are more likely to stay longer, buy more, and recommend your business to others. What’s more, referred customers are more profitable because they cost less to acquire and generate profits earlier in their life cycles.
3. Gain Actionable Insights: Advanced analytics and reporting features help you understand the “why” behind the scores, guiding your strategy and decision-making.
4. Save Time and Resources: Automating the feedback collection and analysis process allows your team to focus on implementing improvements rather than crunching numbers.

Methodology

How did we pick these tools? Great question! We evaluated each product based on a few key factors:

• Features: What does the tool offer? Does it have the functionalities that businesses need?
• Ease of Use: How user-friendly is the software?
• Pricing: Is it cost-effective for the target business size?
• Customer Reviews: What are real users saying about it?
• Integration Capabilities: Can it easily integrate with other tools and systems you already use?

Explore our detailed guide here to learn more about the critical criteria when choosing specialized NPS software.

With that in mind, let’s jump into the best NPS software for each business type!

1. Best NPS Tools for B2B SMB Companies

Small and medium businesses need affordable and easy-to-use NPS tools. The software should be packed with essential features without being overly complex. Flexibility and scalability are also essential – your business might be small now, but the right tool should be able to grow with you.

Unique Challenges for SMBs

Here’s why understanding and addressing these specific needs is important for SMBs:

• Limited Resources

SMBs typically have fewer resources – both in terms of money and manpower. This means they need NPS solutions that are cost-effective and easy to implement without requiring a dedicated team or extensive training. Excellent customer support from the NPS software provider can also help SMBs overcome any hurdles quickly and effectively.

• Time Constraints

With a small team wearing multiple hats, time is a precious commodity. SMBs need NPS software that streamlines the feedback process and provides actionable insights quickly. Automated survey distribution and feedback collection can save time and ensure consistent customer engagement.

• Scalability

As businesses grow, their needs evolve. SMBs require NPS tools that can scale with them, providing more advanced features as they expand without a steep learning curve or significant additional costs.

• Consolidation

SMBs often opt for consolidated tools because they lack the resources to manage a separate tool for every function. Integrating NPS into their CRM or incorporating CSAT into their helpdesk system helps them streamline operations and save costs.

• Actionable Insights

SMBs need clear, actionable insights from their NPS data to make informed decisions quickly. The ability to easily interpret data and implement changes can be a game-changer for small businesses looking to improve customer satisfaction. Detailed analytics and reporting are necessary to understand customer feedback deeply and track improvements over time.

Let’s explore the top NPS software recommendations for B2B SMBs tailored to meet these specific needs.

Top Pick for B2B SMBs

1. Retently

• Description: Retently is a comprehensive customer experience platform designed to measure and improve customer satisfaction through Net Promoter Score, Customer Effort Score (CES), and Customer Satisfaction Score (CSAT) metrics. Retently shines with its customizable NPS surveys, automated follow-ups, and detailed analytics. It’s designed to be straightforward yet powerful, making it an excellent choice for SMBs.
• Features: The platform’s user-friendly interface and straightforward setup make it accessible even for businesses with limited technical resources. SMBs benefit from multi-channel survey distribution, supporting email, in-app, and link surveys, which ensures comprehensive feedback collection. Additionally, Retently allows for customizable surveys that maintain brand consistency without the need for coding skills. It offers robust reporting tools that help you dive deep into customer feedback. It also integrates seamlessly with popular SMB CRM systems and email marketing platforms.
• User Reviews: Users rave about Retently’s simplicity and effectiveness. Many appreciate how easy it is to set up and how insightful the analytics are. Its straightforward approach and responsive customer support allow businesses to quickly deploy surveys and integrate insights without a steep learning curve. It’s often highlighted for helping businesses quickly identify and address customer pain points.
• Pricing: Retently offers competitive pricing plans perfect for small and growing businesses, ensuring you get great value without breaking the bank.
• Rating Breakdown: Retently impresses with an overall rating of 4.9, reflecting high user satisfaction. It’s very user-friendly, scoring 4.8 for Ease of Use. Customer Service is exceptional, also rated 4.9. The platform’s Features are robust, with a rating of 4.8. Value for Money is excellent, matching the high customer service score at 4.9, indicating users find it well worth the investment.

Honorable Mentions

2. Zoho Survey

• Description: Zoho Survey is known for its flexibility and integration with Zoho’s suite of business tools. This makes it a good choice for SMBs or educational institutions already using Zoho products that want a straightforward survey tool without extensive customization.
• Features: Zoho Survey offers over 250 customizable survey templates and supports survey building in 26 languages, making it relevant for businesses with a diverse customer base. The distribution methods include in-mail surveys, pop-up surveys and website embedding. 
• Pricing: The plans typically range from a free basic version to more advanced paid tiers at €75 per month that offer additional features and higher response limits. The pricing structure makes it accessible for SMBs.
• User Reviews: Users appreciate the seamless integration with other Zoho products and the customization options. Its user-friendly interface and available reporting capabilities are also mentioned as pros. Among the cons, some users experience a learning curve with advanced features, occasional delays in customer support responses and limited design options compared to some competitors. After submitting a survey, users are sometimes redirected to spam advertisements for the Zoho Survey, which can detract from the user experience.
• Rating breakdown: Zoho Survey scores 4.6 out of 5 overall, with a particularly high Ease of Use rating of 4.7, reflecting its user-friendly interface. Features score 4.5, while Customer Service decreased to 4.4 in the past months, indicating at-risk satisfaction with support. The Value-for-Money rating is 4.3, suggesting some users seek more competitive pricing or additional features.

3. SurveyMonkey

• Description: A household name in the survey world, SurveyMonkey is known for its ease of use and pre-built templates that help businesses get started quickly. It’s a cost-effective solution for businesses needing basic to moderately complex survey tools.
• Features: Businesses prioritizing simplicity and user-friendliness often favor SurveyMonkey as their tool of choice. Its capabilities include custom logos, colors, and URLs, and logic features like skip logic and question piping Support for multiple languages makes it accessible to an international audience. The tool also allows data export in various formats and anonymous feedback collection.
• User Reviews: Users appreciate SurveyMonkey’s intuitive design and the variety of templates available. It’s often praised for its flexibility and the ability to create detailed, customized surveys. Yet, it can be expensive for businesses that need advanced features or multiple users. It has limited customization options in lower-tier plans and limited analytics.
• Pricing: SurveyMonkey offers a range of pricing plans, starting at $30 per month and going up to $75 per month for the Premier plan, which includes advanced features and enhanced support.
• Score Breakdown: SurveyMonkey has an overall satisfaction rating of 4.6, with Ease of Use rated at 4.6, indicating its intuitive interface. Its Features score 4.5, showing users appreciate the toolset. Customer Service is rated 4.3, reflecting generally positive feedback with room for improvement. Value for Money stands at 4.4, suggesting users feel it provides good returns. 

4. Satismeter

• Description: Satismeter supports various survey types, including NPS, CSAT, and PMF,  and integrates with customer success platforms. This makes it a good option for SMBs looking to enhance customer relationships.
• Features: You can use it across various channels like web, in-app, email, iOS, and Android. To avoid oversurveying customers, it features survey throttling and sampling. It integrates with platforms like Intercom and Slack. Other features include automated recurring surveys, customizable designs, and multilingual support.
• User Reviews: Users highlight Satismeter’s for its simplicity and effectiveness. The pros are its easy-to-use interface and helpful customer service. People also appreciate how easily it integrates with other systems. On the cons side, some users wish for better segmentation options, more customization for survey looks, and additional export features to automate follow-up actions. There’s also feedback about needing a more flexible pricing plan for smaller businesses.
• Pricing: With Satismeter, you don’t pay for surveys sent, but for the responses you receive. Satismeter offers three plans: the Free Plan at $0/month with 25 responses for 250 active users, the Growth Plan at $199/month for 1,000 responses and 10,000 active users, and a custom-priced Enterprise Plan for more than 10,000 active users.
• Rating Breakdown: inconclusive.

5. SurveySparrow

• Description: Known for its conversational surveys and automation capabilities, SurveySparrow makes feedback collection engaging and effective. The platform’s flexibility makes it suitable for various uses, though it may pose challenges for smaller businesses due to technical and cost-related constraints.
• Features: SurveySparrow’s suite of features include NPS, CSAT, and CES surveys, custom themes and branding, an interactive conversational user interface, logic options for tailored survey paths, multi-channel distribution (web, mobile, email), and good integration capabilities. It also supports text and sentiment analytics and offers reporting to monitor trends.
• User Reviews: Users appreciate SurveySparrow for its engaging survey experience, user-friendly interface, and versatile design options. It supports omni-channel distribution and multi-language capabilities. However, some users report technical issues with drag-and-drop functionality, integration challenges, and a dependency on developers for advanced customizations. The pricing model can also become costly as additional features and responses are added.
• Pricing: SurveySparrow offers a 14-day free trial. Pricing starts at a basic plan for individuals and scales up to business plans for teams and customized enterprise solutions. Pricing details are not transparent and require contacting the sales team for specific cost structures.
• Rating Breakdown: With an overall rating of 4.4, users are generally satisfied. The Ease of Use score of 4.5 shows the platform is user-friendly and intuitive. Features score 4.3, indicating some room for enhancement. Value for Money is rated at 4.4, suggesting users find the pricing fair for the offered capabilities. Customer service is rated at 4.3, reflecting fairly reliable support with occasional room for improvement.

Choosing the right NPS tool for your small business can impact how you understand customer experience. These tools allow you to easily gather actionable feedback and respond to customer needs.

2. Best NPS Tools for B2B Mid-Market Companies

Mid-market companies operate on a larger scale than SMBs, requiring Voice of Customer software that offers advanced features, scalability, and integration capabilities. These businesses need robust solutions to manage larger customer bases and more complex operations while still gaining deep insights into customer satisfaction. This middle ground presents distinct challenges and opportunities, especially when it comes to monitoring and improving the Net Promoter Score.

Here’s how mid-market companies differ from SMBs and enterprises in their NPS requirements:

Unique Challenges for Mid-market Companies

• Scalability and Flexibility

Mid-market companies need NPS solutions that can scale with their growth. Unlike SMBs, they often deal with more customer interactions and require systems that can handle increased data without compromising performance.

Flexibility is essential, as mid-market companies may have diverse product lines or services requiring different customer feedback approaches. Mid-market companies need a feature-rich NPS tool that includes survey customization, multi-channel feedback collection, and detailed analytics.

• Integration with Existing Systems

These companies typically use multiple systems for CRM, marketing, sales, and customer service. An effective NPS solution must integrate seamlessly with these existing platforms (e.g., CRM, ERP, marketing automation, Customer Success platforms) to provide a holistic view of customer feedback and streamline processes.

• Advanced Analytics and Reporting

Mid-market businesses require more sophisticated analytics than SMBs. They need detailed insights to identify trends, predict customer behavior, and make data-driven decisions. This requires advanced reporting features that can break down data by different segments, such as product lines, customer demographics, and geographical regions. Detailed analytics often rely on seamless integration with data warehouses and BI tools to deliver the most actionable insights.

• Resource Management

While mid-market companies have more resources than SMBs, they still face constraints and must prioritize efficiency. An ideal NPS solution should be cost-effective and offer robust features without requiring a significant increase in dedicated staff or budget.

Despite their complexity, the tools should be easy to use to ensure that different teams can leverage the software without extensive training. Otherwise, a dedicated Customer Success Manager on the software’s part should guide them throughout the process.

• Customer Experience Management

Maintaining a high level of customer service can become challenging as these ventures grow. An NPS tool should help manage and improve customer experience by providing actionable insights and automating feedback collection and analysis.

In the next section, we’ll explore the top B2B NPS software options tailored to meet these requirements for mid-market companies.

Top Pick for B2B Mid-market

1. Retently

• Description: Retently continues to impress with its advanced analytics and seamless integration with major CRM systems like Salesforce and HubSpot. These systems ensure that customer feedback is easily incorporated into existing workflows. Retently’s ability to scale with your business means you won’t outgrow it as your needs evolve. It’s designed to handle increasing volumes of feedback while maintaining performance and reliability. 
• Features: Medium-sized businesses can leverage Retently’s advanced personalization capabilities to tailor NPS survey campaigns that effectively target specific customer segments. It features survey throttling and sampling, which is especially handy when dealing with larger customer audiences. The platform’s robust reporting features provide detailed analytics and sentiment analysis, offering actionable insights for strategic decisions. Automation workflows streamline feedback processes, saving time and resources, which is key for businesses managing larger customer bases. For those leveraging eNPS to look into their team’s satisfaction, Retently allows anonymous feedback collection.
• Pricing: Retently offers flexible plans for mid-market businesses, ensuring you get the needed features at a price that fits your budget.
• User Reviews: Retently is highly rated by users for its powerful features and ease of use. Many mid-market businesses appreciate its ability to integrate smoothly with existing systems and the valuable insights it provides through its advanced analytics.

Honorable Mentions

2. GetFeedback

• Description: GetFeedback is an easy-to-use survey tool suited for mid-market companies due to its feature set.
• Features: You can track NPS, CSAT & CES metrics, and the platform supports survey distribution through email. Its Salesforce integration means your feedback data flows smoothly into your CRM. Plus, the advanced analytics and reporting tools help make sense of the feedback efficiently.
• User Reviews: Users like how GetFeedback collects feedback through multiple channels and integrates well with Salesforce. The platform is user-friendly, making it easy to create and send surveys. People also appreciate the automation features and the analysis capabilities. Yet, some users find GetFeedback a bit pricey. Others mention that it’s mainly optimized for desktop use and lacks flexibility in survey customization. The predefined templates and themes can also feel a bit limited.
• Pricing: GetFeedback’s pricing is available upon request, which might be a bit of a drawback for some. Without upfront pricing details, it can be tricky to assess whether it fits your budget.
• Score Breakdown: The overall score is 4.7, indicating it’s highly effective. It’s easy to use, scoring 4.7, making it user-friendly. The Features are rated 4.5, offering appropriate tools for feedback. Customer Service is strong at 4.5, showing reliable support. The value for money is is rated at 4.2 rating, reflecting satisfacatory pricing for the benefits provided.

3. AskNicely

• Description: AskNicely focuses on real-time feedback and integration with various platforms, particularly Salesforce. It’s relevant for medium-sized businesses that want to integrate feedback collection into their workflows.
• Features: The Starter plan includes NPS, CSAT, CES metrics, multi-channel surveys, branching logic, follow-up automation, simple reports, and 30+ integrations. The Standard plan builds on this with employee engagement tools and AI theme analysis. The Advanced plan adds single sign-on, API access and premium integrations.
• User Reviews: Users report responsive client success management, flexible survey scheduling, and multi-channel feedback (like email and web). Among the cons, they list confusing navigation outside of basic tasks, some integrations that can be complex and confusing, and somewhat limited filtering and reporting features. Some users report a steep learning curve for the initial setup.
• Pricing: Price is not specified upfront, which might be a drawback for some potential customers. The platform offers tiered pricing options, catering to businesses seeking scalability in their feedback tools.
• Rating Breakdown: AskNicely scores an overall 4.6, indicating good user satisfaction. Its Ease of Use is rated at 4.5, showing intuitiveness for most users. Customer Service scores a 4.7, reflecting efficient support. The Features rating of 4.1 suggests functionality with some room for improvement. Lastly, a Value-for-Money score of 4.3 indicates users feel they generally get good value for the cost.

4. Zonka Feedback

• Description: Zonka Feedback is a feedback platform with a focus on NPS and customer experience management.
• Features: Zonka Feedback includes multi-channel feedback collection (including website, email, in-app), customizable survey templates, seamless CRM integrations, workflow automation, advanced reporting, and real-time analytics. It also supports offline feedback collection and offers good user management with roles and permissions.
• User Reviews: Users appreciate Zonka Feedback for its ease of use, quick setup, and extensive integration capabilities. The responsive customer support and helpful templates are also highlighted as significant advantages. The platform’s real-time analytics and multi-channel feedback collection are well-regarded. Among the cons, some users note that the UX could be more modern and occasionally find the interface confusing. The platform can be slow at times, and the reporting features could be more comprehensive. Integrations may require detailed instructions.
• Pricing: Zonka Feedback offers tiered pricing: Starter at $49/month, Professional at $99/month, Growth at $199/month, and Enterprise with custom pricing. Each plan offers different levels of email/SMS sends, device licenses, user access, and advanced features.
• Rating Breakdown: Zonka Feedback enjoys an overall rating of 4.8, highlighting user satisfaction. With an Ease of Use rating of 4.7, it is user-friendly. Customer Service boasts a 4.9 rating, while its Features score 4.8, indicating relevant functionality. Users find it a good investment, reflected in a Value for Money rating of 4.9.

5. Survicate

• Description: Survicate stands out with its ability to offer a range of survey types and its integration capabilities with CRM systems like HubSpot and Intercom. Yet, it is not focused on CX metrics but is rather closer to general research feedback, given its feedback hub.
• Features: Survicate includes features such as NPS, CSAT, and CES scoring, survey logic and branching, and support for website, mobile, and email surveys. It offers advanced customization and integration options, allowing businesses to tailor their surveys to meet specific needs and gather detailed feedback effectively.
• User Reviews: Users like Survicate for its easy-to-use design, extensive integration options, and customizable surveys. However, some find issues with the delay in survey updates, less satisfactory customer service, a significant price jump between free and paid plans, and limited analytical depth compared to specialized tools.
• Pricing: Survicate has a free plan with up to 25 responses per month, appropriate for small projects. The Business plan costs €99 per month and offers more responses and features like AI survey analysis. For larger needs, the Scale plan at €299 per month includes personalized onboarding. A 10-day free trial is available.
• Rating Breakdown: Survicate’s overall satisfaction is 4.5, showing good user approval. Ease of use is 4.3, indicating it’s generally user-friendly with minor challenges. Customer Service also scores 4.5, reflecting fair support. The feature set is rated 4.0, suggesting improvement needs. Value for Money is 3.7, meaning some users feel the pricing could be better aligned with the features.

These NPS tools for mid-market businesses offer advanced features, seamless integration, and detailed analytics, helping you inform decisions that drive growth and boost customer experience.

3. Best NPS Tools for B2B for Enterprise Companies

When it comes to large enterprises, the requirements for NPS software become even more demanding. These businesses need robust, scalable solutions that offer extensive customization, advanced analytics, and seamless integration with existing enterprise systems. The goal is to handle large volumes of feedback efficiently while providing deep insights to drive strategic decisions.

When it comes to monitoring and improving their Net Promoter Score, here’s a look at how the needs of enterprises differ from those of SMBs and mid-market companies.

Complexity and Scale of NPS Requirements in Enterprises

• High Volume of Feedback

Enterprises deal with a vast number of customers across various regions and channels. This results in a significant volume of feedback that needs to be collected, analyzed and acted upon. NPS tools must be capable of handling large datasets and providing real-time insights without compromising on performance.

• Advanced Analytics

Enterprises require advanced analytical tools to delve deeper into customer feedback. This includes sentiment analysis, trend identification, and predictive analytics to anticipate customer behavior. Enterprises must be able to generate detailed, customizable reports that cater to specific business needs and departments.

• Integration Capabilities

Large enterprises use a variety of software systems across their operations, including CRM, ERP, marketing automation, and customer support tools – Salesforce is a must. Effective NPS software must seamlessly integrate with these systems to provide a unified view of customer feedback. Additionally, integrations with data warehouses and BI tools are essential to ensure comprehensive data analysis and reporting.

Centralizing data from various sources allows enterprises to create comprehensive customer profiles and derive actionable insights.

• Global Reach

Enterprises operate on a global scale and need NPS tools that support multiple languages to gather feedback from customers worldwide. Understanding and catering to the cultural nuances in customer feedback is essential for accurate analysis and action.

• Customizability and Flexibility

Enterprise companies need highly customizable NPS solutions that can be tailored to their specific processes, customer journeys, and business objectives. Plus, they need to be able to deploy NPS tools in various environments (cloud, on-premise, hybrid) based on the enterprise’s IT strategy and compliance requirements.

• Robust Security and Compliance

Handling sensitive customer data requires robust security measures to prevent breaches and ensure compliance with data protection regulations such as GDPR and CCPA. The ability to generate compliance reports and ensure that data handling practices meet regulatory standards is essential for enterprises.

Additionally, SOC2 or ISO 27001 certifications are required. SOC 2, primarily recognized in North America, focuses on a set of criteria related to security, availability, processing integrity, confidentiality, and privacy. ISO 27001 is recognized worldwide and provides more extensive security controls across various domains of information security management. Both SOC 2 and ISO 27001 certifications are significant investments in terms of time and money, meaning not all NPS software providers can afford them. 

• Resource Allocation

Enterprises often have dedicated teams to manage customer experience and feedback. NPS software must support collaboration across these teams and provide role-based access to ensure efficient workflow management.

While enterprises typically have larger budgets, they still need to justify the ROI on NPS software investments. Cost-effectiveness combined with comprehensive features is a key consideration.

• Dedicated Customer Success Managers

Enterprise-level businesses deal with intricate operations and a lot of data, so expert hand-holding is essential. Dedicated assistance ensures smooth system integration and customization, while ongoing support promptly resolves arising issues. Thorough training and personalized onboarding are required for all relevant team members. This way, employees are better prepared to adopt new tools.

In the next section, we will explore the top NPS software options specifically designed to meet the complex needs of B2B large enterprises.

Top Picks for B2B Enterprise

1. Medallia

• Description: Medallia is an enterprise-oriented tool for managing customer and employee experiences. It collects feedback from various channels, like surveys and social media, and bundles all data from a single interaction into one comprehensive record. Medallia is best for large companies that need to handle complex feedback and want to integrate it into their overall strategy.
• Features: Medallia offers key features like multi-channel feedback collection from surveys, social media, and digital interactions. It uses advanced AI and machine learning for analytics. The platform includes workflow management for efficient task handling, integration with various data sources and tools, and security features for data safety and compliance.
• User Reviews: Medallia scores well for usability, with users appreciating its intuitive interface. It provides instant feedback for immediate service improvements and employee recognition. The platform is flexible and works well for both customer and employee feedback. Setting up Medallia can be complex and requires extensive training. The absence of a free trial requires a commitment before fully exploring the platform.
• Pricing: Medallia’s pricing is customized based on the Experience Data Record (EDR) model, which includes all data from a single interaction under one price. This model makes budgeting easier but can be expensive. To get exact pricing, potential users need to contact Medallia directly.
• Rating Breakdown: The ratings show a generally positive user experience. The overall satisfaction is 4.5, indicating high user approval. Ease of Use also scores 4.5, meaning users find the software user-friendly. Customer Service is rated 4.3, suggesting some room for improvement. Features score 4.4, showing users are mostly satisfied with the functionalities. Value for Money is rated 4.3, indicating users feel the software is worth its cost, though they might consider it somewhat expensive.

2. Qualtrics

• Description: Qualtrics is suited for large enterprises or organizations with complex experience management needs. It offers scalable solutions with insights into customer and employee experiences, relevant for businesses looking to integrate and scale their experience management programs.
• Features: Key features of Qualtrics include multi-channel feedback collection, advanced analytics using AI and machine learning, efficient workflow management, good integration capabilities with various data sources, and security features to ensure data safety and compliance.
• User Reviews: The platform is noted for its flexibility and comprehensive capabilities. On the downside, users mention that the setup can be complex and may require extensive training. 
• Pricing: Qualtrics offers three main product suites for experience management: Customer Experience, Employee Experience, and Strategy & Research. These suites are powered by advanced AI and are tailored to fit specific program needs. Pricing is based on planned usage, but specific details require contacting Qualtrics directly.
• Rating Breakdown: The tool is highly rated overall, with an Overall Satisfaction of 4.7, indicating user approval. Its Ease of Use at 4.4 shows it is generally user-friendly, though some find it slightly challenging. Customer Service scores a high 4.7, reflecting excellent support. The Features rating of 4.6 suggests good functionality, and a Value for Money of 4.4 indicates that most users find it a good investment despite some cost concerns.

Honorable Mentions

3. Retently

• Description: Retently stands out with its comprehensive analytics, enterprise-grade integrations, and scalability. It’s designed to handle the complex needs of large enterprises while providing clear and actionable insights.
• Features: For enterprise-level companies, Retently offers scalability to handle large volumes of responses and complex feedback management needs. The use of custom domains for email surveys enhances deliverability rates, ensuring that more surveys reach their intended recipients. Enterprises also benefit from premium support, including dedicated Customer Success representatives available with higher-tier plans, providing tailored assistance and strategic guidance. 
• Additionally, Retently’s data segmentation and export features enable advanced data analysis and seamless integration with enterprise systems, making it a relevant solution for comprehensive customer experience management.
• Pricing: One of Retently’s key strengths is its cost advantage. It offers many of the advanced features found in higher-priced tools, making it a budget-friendly option without compromising on quality.
• User Reviews: Retently is praised for its detailed insights and ease of use, especially at a lower price point. Users appreciate the robust reporting capabilities and the seamless integration with other enterprise systems.

4. InMoment

• Description: InMoment focuses on customer experience and feedback management. Its platform is designed to capture and analyze customer feedback at scale. Its advanced features are relevant for organizations willing to invest time and resources into leveraging the platform’s full capabilities.
• Features: InMoment offers a good set of features, including self-serve or managed NPS, CSAT, and CES surveys. It supports multi-channel feedback collection via web, mobile, email, and SMS. The platform’s comprehensive analytics suite includes text and sentiment analysis, customizable reporting, and dashboard capabilities. Additionally, it integrates with various business systems for cohesive data management.
• User Reviews: InMoment is praised for its real-time feedback capabilities and great customer service. However, some users face challenges with data outcome visibility, survey adjustments, and complex reporting. The platform is relevant for companies needing comprehensive feedback solutions, but it may have a steep learning curve and require significant initial setup efforts.
• Pricing: InMoment’s pricing is not publicly detailed and is available upon request.
• Rating Breakdown: The ratings for InMoment suggest a positive user experience overall. With an overall score of 4.4, users are mostly satisfied. Ease of Use scores 4.1, indicating some usability challenges. Customer Service is well-rated at 4.6, while Features score 4.0, showing functionalities requiring attention. Value for Money is rated 4.3, indicating fair pricing relative to the benefits provided.

Selecting the right NPS software for your enterprise can transform how you respond to customer feedback. By leveraging these tools, you can significantly improve customer satisfaction and overall business performance.

Conclusion

Choosing the right NPS software can significantly impact your ability to understand and improve customer satisfaction. Whether you’re a small business, a mid-market company, or a large enterprise, there’s an NPS tool out there that’s perfect for you. Take the time to evaluate your specific needs, and consider starting with trial versions of the tools that interest you. This hands-on experience will help you find the best fit for your business.

Retently is a standout for its versatility. It suits SMBs, mid-market companies, large enterprises, and ecommerce and retail businesses. This adaptability makes it a great choice for businesses that anticipate growth or operate in multiple sectors. Start with a free trial to see it for yourself.

We’d love to hear about your experiences with NPS tools. Share your stories and join the conversation in the comments section below. And don’t forget to subscribe to our blog for the latest updates on NPS software and other business tools. Happy surveying!