NPS Software Comparison: The Complete Guide for 2026

Net Promoter Score is beautifully simple: one question, one number, a clear signal of customer loyalty. But the software you use to collect, analyze, and act on that number? That decision is anything but simple.

The NPS software market in 2026 is crowded, fragmented, and full of platforms that look identical on a features page but perform very differently in practice. Some are built specifically around NPS methodology. Others treat NPS as one checkbox among dozens. Some automate the entire lifecycle from survey to recovery. Others give you a score and leave you to figure out the rest.

This guide compares the eight best NPS software platforms available right now. We evaluate each on the five capabilities that actually determine whether your NPS program produces results or just produces a number: automated survey distribution, AI-powered analysis, benchmarking, trend tracking, and close-the-loop workflows. If you are evaluating NPS tools for the first time or replacing a platform that is not delivering, this is where to start.

What Makes Great NPS Software in 2026

Before comparing specific tools, it helps to establish what “great” looks like. The NPS methodology has not changed since Fred Reichheld introduced it in 2003, but the technology around it has evolved dramatically. Here is what separates excellent NPS platforms from adequate ones.

Automated Survey Distribution

Manual NPS surveys die quickly. Someone forgets to send them. The timing drifts. Coverage becomes inconsistent. Great NPS software automates distribution based on triggers: post-purchase, post-support interaction, post-onboarding, or on a recurring schedule.

It should also handle smart throttling so the same customer is not surveyed after every transaction. Survey fatigue destroys response rates faster than anything else.

AI-Powered Follow-Up Analysis

Collecting the 0-10 score is step one. The real value is in the open-text follow-up question: “What is the primary reason for your score?” That free-text response tells you why someone is a promoter or detractor. But manually reading through hundreds or thousands of verbatim responses is not scalable.

The best NPS platforms use AI-powered text analysis to automatically categorize responses by theme, detect sentiment, and surface the specific topics driving your score up or down. This is not a luxury feature anymore. It is the difference between having data and having insight. See our deep dive on how AI sentiment analysis transforms raw feedback into actionable intelligence.

Benchmarking

Your NPS score in isolation is almost meaningless. Is +32 good? It depends on your industry, your company size, and your customer segment. Great NPS software provides benchmarking that puts your score in context: industry averages, percentile rankings, and peer comparisons.

Without benchmarks, teams celebrate mediocre scores and panic over perfectly normal ones.

Trend Tracking and Segmentation

A single NPS measurement is a snapshot. A series of measurements over time is a story. Trend tracking lets you see whether your score is improving, declining, or plateauing, and correlate those movements with business events: product launches, pricing changes, support restructuring.

Segmentation breaks your NPS down by customer cohort, product line, account size, geographic region, or any other dimension that matters to your business. Aggregate NPS hides more than it reveals.

Close-the-Loop Workflows

This is where most NPS programs fail. You collect the score. You read the comments. You put it in a quarterly report. And then… nothing happens. The detractor who took time to explain their frustration never hears back. The promoter who expressed enthusiasm is never asked for a referral or review.

Close-the-loop workflows automate the response. Detractors trigger service recovery cases. Passives receive targeted follow-ups. Promoters are prompted for reviews, referrals, or case studies. This is the mechanism that transforms NPS from a measurement exercise into a growth engine. For more on building effective feedback loops, see our guide on closing the customer feedback loop.

Quick Comparison: Top NPS Software Platforms

Platform	AI Analysis	Multi-Channel	Benchmarking	Close-the-Loop	Automation	Starting Price
Customer Echo	Advanced (NLP)	QR, web, voice, email, SMS	Industry data	Full case management	Yes	$49/mo
AskNicely	Moderate	Email, web, SMS	Yes	Team coaching workflows	Yes	~$199/mo
Delighted	Basic	Email, web, SMS, link	Limited	Basic follow-up	Yes	Shutting down June 2026
SurveyMonkey	Basic	Email, web, link	Yes (with plans)	No	Limited	$25/mo
Qualtrics	Advanced	Email, web, SMS, in-app	Extensive	Full action planning	Yes	Custom ($$$$)
Medallia	Advanced	All channels + IoT	Extensive	Full orchestration	Yes	Custom ($$$$$)
Zonka Feedback	Moderate	Email, SMS, web, kiosk	Limited	Basic workflows	Yes	$49/mo
Retently	Basic	Email, web, in-app	Limited	Automated campaigns	Yes	~$25/mo

Now let’s dig into what makes each platform different.

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Detailed Reviews

1. Customer Echo

Best for: Businesses that want AI-powered NPS with multi-channel collection and automated service recovery

Customer Echo approaches NPS differently than most dedicated NPS tools. Rather than treating NPS as a standalone metric, it embeds NPS within a broader feedback intelligence system that connects the score to the actions it should trigger.

The intelligence engine automatically categorizes every NPS verbatim response using natural language processing. Instead of manually tagging why detractors are unhappy, the AI surfaces themes like “billing confusion,” “slow response time,” or “product quality decline” and tracks how these themes correlate with score changes over time. This turns your NPS program from a reporting exercise into a diagnostic tool.

Multi-channel collection is where Customer Echo creates separation from traditional NPS platforms. Most NPS tools are limited to email and web surveys. Customer Echo adds QR code collection (deploy codes on receipts, packaging, signage, or printed materials), voice feedback with Whisper transcription (customers speak their response instead of typing), and SMS-based surveys. The broader your collection channels, the more representative your NPS data becomes. Learn more about the full range of feedback collection methods.

The close-the-loop system is built into the core platform, not bolted on as an afterthought. When a detractor submits feedback, the system automatically creates a case, assigns it based on your routing rules (by topic, by location, by severity), and tracks it through resolution. The assigned team member sees the NPS score, the verbatim comment, the AI-generated category, and any customer history. They can respond, escalate, or resolve directly within the platform.

For promoters, Google Business Profile integration automatically prompts satisfied customers to leave a public review, channeling positive sentiment where it drives the most business impact.

NPS and satisfaction scoring is comprehensive: real-time NPS dashboards, trend tracking, segmentation by any customer attribute, and exportable reports for stakeholder presentations.

Pricing: Starting at $49/month. Multi-location and volume-based pricing available. Free trial included.

Limitations: Customer Echo is a newer platform without the decades of NPS-specific benchmarking data that established players like AskNicely or Medallia offer. If your primary requirement is deep industry benchmarking against thousands of companies, the benchmarking dataset is still growing.

2. AskNicely

Best for: Service businesses that want NPS tied directly to frontline team performance and coaching

AskNicely was built from the ground up as an NPS platform, and it shows. The entire product is organized around the NPS methodology, with a particular focus on connecting customer scores to the frontline employees who influence them.

Key Strengths:

• NPS-first architecture. Every feature is designed around collecting, analyzing, and acting on NPS data. There is no feature bloat from trying to be a general survey tool.
• Frontline coaching tools. AskNicely ties NPS responses to specific team members and provides coaching workflows that help managers have data-driven conversations with their staff. This is particularly powerful for service businesses where individual employee performance directly impacts customer experience.
• Mobile app for field teams. Service managers and frontline employees can see their personal NPS scores, read customer comments, and trigger follow-up actions from their phone.
• Automated NPS workflows. Survey distribution is fully automated based on CRM triggers, with smart throttling to prevent over-surveying.
• Strong Salesforce integration. NPS data syncs into Salesforce contact and account records, enabling account health scoring and churn risk identification.

Key Limitations:

• Price point is steep at approximately $199/month and up. This puts it out of reach for many small businesses and startups.
• Heavily NPS-focused. If you need CSAT, CES, or general survey capabilities alongside NPS, AskNicely is limited. It does one thing well but only does that one thing.
• Limited collection channels. Email, web, and SMS are supported. There are no QR code or voice feedback options.
• No AI-powered text analysis. Comment categorization relies on rules-based approaches rather than true NLP. You miss the automated theme detection that AI-powered platforms provide.

Best fit: Service businesses with 50+ frontline employees where individual performance coaching is a strategic priority.

3. Delighted

Best for: Previously a top pick, but shutting down June 2026

Delighted was one of the cleanest, most developer-friendly NPS tools ever built. Its minimalist approach, fast setup, and elegant API made it a favorite for startups and mid-market SaaS companies. Unfortunately, Qualtrics is shutting Delighted down on June 30, 2026.

If you are currently a Delighted user, you need to migrate before the shutdown date. No new subscriptions or renewals are being accepted, and all data must be exported by March 31, 2026.

We wrote a comprehensive guide covering the shutdown timeline, migration checklist, and the best alternatives: Delighted Is Shutting Down: 8 Best Alternatives for 2026.

Key takeaway: Do not start a new NPS program on Delighted. If you are evaluating it for the first time, look elsewhere. If you are an existing user, start your migration planning now.

4. SurveyMonkey

Best for: Teams that want basic NPS surveys from a trusted, widely recognized brand

SurveyMonkey is the most recognized name in online surveys, and it supports NPS as one of many survey types. For teams that already use SurveyMonkey for other survey needs, adding NPS is straightforward.

Key Strengths:

• Brand trust. SurveyMonkey is a name almost everyone recognizes. Survey recipients are more likely to open and complete a survey from a familiar platform.
• NPS templates. Pre-built NPS survey templates with best-practice question formatting get you started quickly.
• Benchmarking available on higher-tier plans, providing industry-level NPS comparison data.
• Integrations. Connects with Salesforce, HubSpot, Slack, Microsoft Teams, and hundreds of other tools.
• Affordable entry. Basic plans start at $25/month, though NPS-specific features often require higher tiers.

Key Limitations:

• NPS is a feature, not the product. SurveyMonkey is a general survey tool that happens to support NPS. The NPS-specific analytics, workflows, and automation are significantly less mature than dedicated NPS platforms.
• No close-the-loop workflows. You collect the score and the comment, but there is no built-in system for routing detractors to service recovery or prompting promoters for reviews.
• Basic AI analysis. The text analysis capabilities are limited to word clouds and basic sentiment. No automated theme categorization or trend detection on verbatim responses.
• Limited collection channels. Email and web links only. No QR codes, voice feedback, or in-app surveys.
• Automation is limited. NPS survey distribution can be scheduled but lacks the trigger-based automation that dedicated platforms offer.

Best fit: Teams already using SurveyMonkey that want to add basic NPS tracking without adopting a separate tool. For NPS as your primary CX metric, a dedicated platform will deliver significantly more value.

5. Qualtrics

Best for: Enterprise organizations running NPS alongside comprehensive experience management programs

Qualtrics is the enterprise standard for experience management, and their NPS capabilities reflect that positioning. If your organization needs NPS embedded within a broader program covering employee experience, brand experience, product experience, and customer experience, Qualtrics provides the most integrated platform available.

Key Strengths:

• Advanced analytics. Driver analysis identifies which factors most influence your NPS. Predictive models forecast how operational changes will impact your score. Text iQ provides AI-powered categorization of verbatim responses.
• Extensive benchmarking. The largest benchmarking dataset in the industry, covering hundreds of industries and millions of data points.
• Action planning. Qualtrics goes beyond reporting by enabling teams to create structured improvement plans with assigned owners, deadlines, and progress tracking.
• Multi-experience integration. Correlate your NPS with employee engagement scores, digital experience metrics, and brand perception data for a holistic view.
• Global scale. Supports 100+ languages, global sampling, and multi-region deployment for international NPS programs.

Key Limitations:

• Enterprise pricing that typically starts in the high five figures annually. A dedicated NPS program on Qualtrics will cost more per year than many small businesses spend on their entire marketing stack.
• Implementation complexity. Full deployment takes 3-6 months with dedicated project management. This is not a tool you set up in an afternoon.
• Requires dedicated resources. Most Qualtrics deployments need at least one full-time administrator and often a dedicated analyst to extract full value.
• Overkill for straightforward NPS. If you need to send NPS surveys, read the results, and follow up with detractors, Qualtrics provides far more complexity than required. See our Qualtrics comparison for a detailed analysis.

Best fit: Enterprises with 1,000+ employees, dedicated CX teams, and budget for comprehensive experience management.

6. Medallia

Best for: Large enterprises that need signal capture across every customer touchpoint

Medallia is the other enterprise heavyweight alongside Qualtrics. Its strength lies in capturing customer signals from every possible touchpoint: surveys, social media, contact center interactions, IoT devices, video, speech analytics, and more. NPS is one signal within a much larger intelligence operation.

Key Strengths:

• Comprehensive signal capture. Medallia ingests data from surveys, social media, email, chat, phone calls, in-app behavior, and even connected devices. NPS becomes one data point in a rich customer profile.
• AI-powered theme detection. Athena AI automatically categorizes feedback, identifies emerging themes, and predicts customer behavior based on signal patterns.
• Role-based dashboards. Every level of the organization gets a tailored view: executives see strategic trends, managers see operational metrics, frontline teams see individual feedback.
• Orchestration engine. Automated workflows route insights to the right person, trigger interventions, and track resolution across the organization.
• Global enterprise scale. Deployed at some of the largest companies in the world with millions of feedback data points processed daily.

Key Limitations:

• Pricing is the highest in the market. Custom enterprise pricing typically starts at six figures annually. This is a platform for Fortune 500 companies and large enterprises.
• Implementation is measured in months. Complex deployments can take 6-12 months for full rollout with dedicated implementation teams.
• Overwhelming for simple use cases. If your NPS program is “send survey, read score, follow up,” Medallia’s breadth creates unnecessary complexity.
• Vendor dependency. The depth of integration with Medallia’s ecosystem can make it difficult to switch platforms later.

Best fit: Large enterprises with complex customer journeys spanning multiple channels and touchpoints, and budget to match.

7. Zonka Feedback

Best for: Multi-location businesses running NPS with on-premise and digital feedback collection

Zonka Feedback combines NPS survey capabilities with strong multi-channel collection including on-premise kiosks and tablets. For businesses with physical locations that want to measure NPS at the point of experience, Zonka is a solid choice.

Key Strengths:

• Multi-channel NPS collection including email, SMS, web, kiosk, and tablet modes. Physical collection points in stores, offices, or facilities capture feedback immediately after the experience.
• Multi-location dashboards comparing NPS across sites, regions, and departments.
• Workflow automation for routing detractor feedback to responsible teams with configurable escalation rules.
• CX metrics beyond NPS. CSAT and CES surveys are also supported, allowing you to deploy the right metric at the right touchpoint. For more on choosing between these metrics, see our NPS vs CSAT vs CES comparison.
• Competitive pricing starting at approximately $49/month.

Key Limitations:

• AI analysis is moderate. Text analytics exist but lack the depth of NLP-powered platforms. Theme detection requires manual configuration.
• Benchmarking is limited. The benchmarking dataset is smaller than what AskNicely, Qualtrics, or Medallia offer.
• No voice feedback. On-premise collection is visual only (kiosk/tablet). There is no voice-based NPS collection option.
• Interface complexity. The breadth of features comes with a learning curve that takes time to navigate.

Best fit: Retail, hospitality, and healthcare businesses with physical locations that want NPS collection both on-premise and digitally.

8. Retently

Best for: B2B SaaS companies that want NPS automation with strong campaign management

Retently is a focused NPS platform built specifically for B2B SaaS and subscription businesses. Its strength is in campaign automation: scheduling recurring NPS surveys, segmenting audiences, and managing the cadence of your NPS program with minimal manual intervention.

Key Strengths:

• NPS campaign automation. Schedule recurring surveys, set smart sending rules, and manage frequency caps to maintain consistent measurement without manual effort.
• Customer segmentation. Target NPS surveys to specific segments based on subscription tier, usage patterns, lifecycle stage, or any custom attribute.
• Multi-metric support. NPS, CSAT, and CES are all supported with survey templates and scoring dashboards for each.
• Clean reporting. Trend analysis, cohort comparison, and exportable reports that are well-designed and presentation-ready.
• Integrations. Native connections with Salesforce, HubSpot, Segment, Intercom, Zapier, and Stripe for automated survey triggers based on customer events.
• Affordable entry starting at approximately $25/month for basic NPS.

Key Limitations:

• No AI-powered analysis. Verbatim response analysis is manual. There is no automated theme detection or NLP-based categorization.
• Limited collection channels. Email, web embed, and in-app are supported. No QR codes, voice feedback, or SMS surveys.
• No case management. Detractor follow-up is handled through email notifications and integrations rather than a built-in service recovery system.
• Basic close-the-loop. Automated thank-you messages and email notifications exist, but there is no structured workflow for tracking resolution of detractor issues.
• B2B SaaS focus. The platform is optimized for subscription businesses. If you are in retail, hospitality, healthcare, or other industries, the feature set may not align with your needs.

Best fit: B2B SaaS companies with 100-5,000 customers that want automated, recurring NPS measurement with clean reporting.

NPS Software Buyer’s Checklist

Use this checklist to evaluate any NPS platform against your specific requirements.

Collection and Distribution

• Supports your required survey channels (email, web, SMS, QR, voice, in-app)
• Automated survey distribution based on event triggers or recurring schedules
• Smart throttling to prevent survey fatigue
• Mobile-optimized survey experience
• Custom branding and white-labeling options

Analysis and Reporting

• Real-time NPS dashboard with score, trend, and distribution
• AI-powered or automated categorization of verbatim responses
• Segmentation by customer attributes (segment, region, product, account size)
• Benchmarking against industry or peer data
• Exportable reports for stakeholder presentations
• Driver analysis identifying what most influences your score

Close-the-Loop

• Automated alerts for detractor responses
• Case management or ticket creation for detractor follow-up
• Promoter routing for reviews, referrals, or testimonials
• Passive customer targeting for conversion campaigns
• Resolution tracking and time-to-close metrics

Integration

• CRM integration (Salesforce, HubSpot, or your CRM)
• Helpdesk integration (Zendesk, Intercom, Freshdesk)
• Communication tools (Slack, Microsoft Teams)
• Automation platforms (Zapier, Make)
• API access for custom integrations

Operational

• Implementation timeline fits your schedule
• Pricing fits your budget at current and projected scale
• Data export and portability (avoid vendor lock-in)
• Compliance requirements met (HIPAA, GDPR, SOC 2 as applicable)
• Support and onboarding quality

How Customer Echo Handles the Full NPS Lifecycle

Most NPS tools handle one or two stages well and leave gaps in the rest. Here is how Customer Echo addresses the complete lifecycle.

Stage 1: Collect

NPS surveys deploy through every channel your customers use. Email surveys trigger automatically based on customer events. QR codes on physical touchpoints capture NPS at the point of experience. Voice feedback lets customers speak their score and their reasons. SMS reaches customers on their most-checked device. Web embeds capture NPS on your site or in your product.

The result is higher response rates because you are meeting customers in their preferred channel rather than forcing them into yours. Read more about multi-channel feedback collection.

Stage 2: Analyze

Every NPS response flows through the intelligence engine for automated processing. The 0-10 score is recorded and calculated into your running NPS. The verbatim follow-up response is processed through NLP sentiment analysis that detects:

• Themes: What topics are customers mentioning? Product quality? Support speed? Pricing? Onboarding experience?
• Sentiment intensity: Is this a mildly dissatisfied passive or a furious detractor on the verge of churning?
• Trend correlation: Are mentions of a specific theme increasing or decreasing over time? Did a recent change improve or worsen sentiment on a particular topic?

This analysis happens automatically. No manual tagging rules. No reading through hundreds of comments. The AI does the categorization work and surfaces the themes that matter.

Stage 3: Act

This is where NPS stops being a number and starts being a business process.

Detractors (0-6) automatically trigger a service recovery case. The case is assigned to the right team member based on the topic identified by the AI engine. The assignee sees the full context: NPS score, verbatim comment, sentiment category, customer history, and any previous interactions. They respond directly within the platform, and the case is tracked through resolution.

Passives (7-8) receive targeted follow-up communications designed to understand what would move them to a 9 or 10. These responses feed back into the analysis engine, building a playbook for converting passives to promoters.

Promoters (9-10) are prompted to take high-value actions: leave a Google review through the Google Business Profile integration, provide a testimonial, or participate in a referral program.

Stage 4: Close the Loop

Every case has a resolution status. Every detractor interaction is tracked from initial feedback through follow-up to resolution. Reporting shows your average time to respond, time to resolve, and resolution satisfaction rate.

This closed-loop data feeds back into your NPS analysis. You can measure whether your service recovery efforts actually improve retention and whether recovered detractors return as passives or promoters in subsequent surveys.

For a deeper exploration of building effective feedback loops, see our complete guide on closing the customer feedback loop.

Common NPS Software Mistakes to Avoid

After working with hundreds of businesses implementing NPS programs, these are the mistakes we see most frequently.

1. Measuring NPS Without Acting on It

The most common mistake and the most damaging. Organizations invest in NPS software, send surveys, track their score, report it in quarterly reviews… and never actually do anything with the feedback. Detractors are never contacted. Promoter enthusiasm is never leveraged. The themes driving the score are never addressed.

NPS without action is theater. If you are not prepared to close the loop with detractors and address the operational issues they surface, you are wasting your customers’ time and your own budget. Choose software that makes action automatic, not optional.

2. Surveying Too Often (or Not Often Enough)

Survey fatigue is real. If the same customer receives an NPS survey after every interaction, every purchase, and every support ticket, they will stop responding. Or worse, they will respond with artificially low scores because the surveys themselves have become an annoyance.

On the flip side, surveying only once a year gives you a single snapshot with no ability to detect trends or respond to changes. The sweet spot for most businesses is transactional NPS after key interactions combined with relational NPS on a quarterly cadence, with smart frequency capping so no customer receives more than one survey per 30-90 days depending on their interaction volume.

3. Ignoring the Verbatim Comments

The number is not the insight. The comment is the insight. A detractor who scores you a 3 and writes “billing is confusing” gives you something actionable. A detractor who scores a 3 with no comment gives you almost nothing.

Choose NPS software that makes the follow-up question mandatory (or at least strongly encouraged) and that analyzes those comments automatically. If you are only tracking the score, you are using NPS at 20% of its potential.

4. Treating All Detractors the Same

A customer who scores you a 0 has a very different experience from one who scores a 6. The 0 might have had a catastrophic failure. The 6 might just be mildly disappointed. Your response should reflect that difference.

Segment your detractors by score range and by theme. A customer who scored 0-3 citing a product defect needs immediate, high-priority outreach. A customer who scored 5-6 mentioning that pricing feels slightly high needs a different conversation entirely.

5. No Baseline or Benchmarking

Launching an NPS program and getting a score of +25 on your first measurement tells you almost nothing. Is that good? Bad? Average? Without a baseline to compare against and industry benchmarks to provide context, you cannot set meaningful improvement targets.

Establish your baseline with at least 3 months of data before setting targets. Use industry benchmarks to understand where you stand relative to competitors. Our guide on NPS vs CSAT vs CES includes industry benchmark data across multiple metrics.

6. Conflating Transactional and Relational NPS

Transactional NPS measures satisfaction with a specific interaction (a purchase, a support call, an onboarding session). Relational NPS measures overall loyalty to your brand over time. These are different measurements that answer different questions.

Mixing them in the same dashboard, averaging them together, or comparing them directly leads to confused analysis. Track them separately, trend them separately, and act on them separately.

7. Making NPS a Vanity Metric

When NPS becomes a KPI that leadership tracks without understanding the methodology, bad behaviors follow. Teams game the score by cherry-picking who receives surveys. Customer-facing staff ask customers to “rate us a 10” before the survey arrives. Detractor responses are excluded as “outliers.”

NPS should drive improvement, not performance bonuses. The moment your team has incentive to inflate the score rather than improve the experience, the metric becomes useless. Choose software that provides transparency and makes manipulation difficult, and create a culture where honest feedback is valued regardless of the number.

8. Not Connecting NPS to Revenue

NPS correlates with revenue growth, customer lifetime value, and churn reduction. But correlation is not automatic. You need to connect your NPS data to your financial data to prove the business case for your CX investments.

Track retention rates for promoters vs. detractors. Measure the revenue difference between cohorts with different NPS scores. Calculate the ROI of your service recovery program by comparing the lifetime value of recovered detractors against those who churned without intervention.

This is the analysis that turns NPS from a customer experience metric into a business intelligence metric that justifies continued investment.

Making Your Decision

The right NPS software depends on your specific situation.

If you are a small business or startup: Customer Echo gives you the most complete NPS lifecycle (collect, analyze, act, close loop) at an accessible price point. The AI-powered analysis and multi-channel collection provide capabilities that used to require enterprise budgets. Compare pricing to see which plan fits.

If you are a service business with a large frontline team: AskNicely’s employee coaching tools make it the best choice for organizations where individual team member performance directly impacts customer NPS.

If you are a B2B SaaS company: Retently’s campaign automation and SaaS-specific integrations (Stripe, Segment, Intercom) make it a natural fit for subscription businesses.

If you are an enterprise with a dedicated CX team: Qualtrics or Medallia provide the depth, benchmarking, and cross-experience integration that large organizations require, if you have the budget and resources to implement them.

If you are migrating from Delighted: Read our complete migration guide and evaluate Customer Echo as a direct replacement that adds AI analysis and multi-channel collection to the clean NPS workflow you are used to.

For a broader view of the feedback tools landscape, see our comprehensive best customer feedback tools guide. And if you are still deciding which metric to prioritize, our NPS vs CSAT vs CES comparison will help you build the right measurement framework.

Frequently Asked Questions

What is a good NPS score?

A good NPS score depends on your industry. As general benchmarks: above 0 means you have more promoters than detractors. Above 30 is considered good in most industries. Above 50 is excellent. Above 70 is world-class. However, context matters enormously. Telecom companies typically average 20-30, while SaaS companies average 30-40. Always benchmark against your specific industry rather than using universal targets. The most important number is your trend over time rather than any single measurement.

How often should I send NPS surveys?

The standard cadence is quarterly for relational NPS and after key interactions for transactional NPS. Relational surveys measure overall loyalty and should be sent to your entire customer base on a rolling quarterly basis. Transactional surveys measure satisfaction with specific touchpoints and should trigger automatically after purchases, support interactions, onboarding completion, or other meaningful events. Use frequency capping to ensure no customer receives more than one NPS survey per 30-90 day window.

Can I run NPS alongside CSAT and CES?

Absolutely. In fact, we recommend it. NPS measures loyalty, CSAT measures satisfaction with specific interactions, and CES measures effort. They answer different questions and work best as a complementary measurement framework rather than competing metrics. Use NPS for overall relationship health, CSAT for transactional quality, and CES for process efficiency. Customer Echo supports all three metrics with automated scoring and tracking. For a complete framework on using these metrics together, see our NPS vs CSAT vs CES guide.

What should I do with detractor feedback?

Respond within 24-48 hours. The speed of your response matters more than having a perfect answer. Acknowledge the customer’s feedback, apologize for their experience, and take ownership of resolving the issue. Track the resolution through completion and follow up to confirm satisfaction. Aggregate detractor themes to identify systemic issues that need operational fixes, not just individual responses. Our guide on responding to negative feedback covers the complete playbook.

Is free NPS software worth using?

Free NPS tools like Google Forms can technically collect a 0-10 score, but they lack everything that makes NPS useful: automated distribution, AI analysis, benchmarking, close-the-loop workflows, and trend tracking. You will spend more time on manual administration than you save on software costs. For any business serious about using NPS to drive improvement, investing in dedicated NPS software pays for itself through operational efficiency and the revenue impact of closing the feedback loop. Plans starting at $25-49/month represent a trivial cost compared to the value of retaining even one customer who would have otherwise churned.

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NPS is a simple question with a complex operational reality behind it. The software you choose determines whether that question leads to meaningful action or sits in a dashboard gathering dust. Choose the tool that makes action the default, not the exception.