Best NPS Software in 2026
AskNicely leads for teams that want to tie NPS to customer-facing and frontline performance, with strong close-the-loop workflows. Survicate is the best pick when you want NPS plus other survey types in one tool, with a free tier to start. For enterprise CX programs with journey analytics, Qualtrics CustomerXM and Medallia lead. For basic NPS, even Typeform or a simple email survey works.
Measure what matters: would they recommend you?
Net Promoter Score is both overused and underused. Overused because companies treat it as the only metric that matters. Underused because most companies collect NPS scores but don't act on them. Toolradar data: only 15% of the 40 customer success tools in our catalog offer any free or freemium plan, so NPS software buyers should plan to pay.
Done right, NPS is a simple, repeatable way to track customer sentiment over time. The score itself matters less than the trends and the follow-up.
Top Picks
Picked by editorial review, informed by G2 and Capterra review volume and rating and by media mentions, the signals behind our category rankings. How we rate
| Tool | Starting price | Rating | Best for |
|---|---|---|---|
| Zonka Feedback | Custom | 4.8 155 reviews | Teams running transactional and relationship NPS across email, SMS, WhatsApp, web, in-app, and kiosks. |
| AskNicely | Custom | 4.7 1,152 reviews | Service businesses where frontline employees directly impact customer experience |
| Survicate | From $99/mo | 4.6 294 reviews | Teams who want NPS plus CSAT, CES, and custom surveys in one tool |
| Medallia | Custom | 4.5 243 reviews | Large enterprises that need omnichannel voice of customer with NPS and journey analytics. |
| Retently | From $49/mo | 4.8 60 reviews | SaaS teams that want affordable NPS with strong CRM integrations. |
| CustomerGauge | Custom | 4.6 47 reviews | B2B teams that want to link NPS and churn risk to account revenue and retention. |
| Promoter.io | Free plan | n/a | Teams that want a focused NPS-only tool with simple email + SMS delivery. |
| SurveySparrow | Free plan | 3.9 2,895 reviews | Teams that want conversational NPS surveys plus CSAT, CES, and recurring survey automation. |
Teams running transactional and relationship NPS across email, SMS, WhatsApp, web, in-app, and kiosks.
- Pro: Transactional and relationship NPS across email, SMS, WhatsApp, web, in-app, and kiosks.
- Pro: AI analyzes open-text responses to surface what's driving the score up or down.
- Pro: Real-time detractor alerts routed to the right person with full customer context.
This approach typically caters to larger enterprises with complex needs, as smaller businesses often prefer transparent, fixed pricing.
Service businesses where frontline employees directly impact customer experience
- Pro: Unique frontline team coaching, leaderboards, individual NPS scores, and coaching workflows
- Pro: Real-time alerts when detractors respond, enables immediate follow-up within hours, not days
- Pro: Excellent for multi-location businesses, compare NPS across branches, teams, and managers
- Con: Custom pricing requires sales conversation, no self-serve or published pricing
- Con: Overkill for product-led companies where NPS doesn't map to individual employee performance
However, the 'Learn' tier offers a comprehensive set of features starting from 500 responses, suggesting it's designed for businesses with a solid customer base.
Watch out
Optional add-ons for reputation management, SSO
Teams who want NPS plus CSAT, CES, and custom surveys in one tool
- Pro: More than just NPS, run CSAT, CES, product-market fit, and custom surveys from one platform
- Pro: Excellent in-app survey widget with targeting rules (show to specific segments, pages, or behaviors)
- Pro: Most affordable paid option at $99/month (500 responses) for teams that need multiple survey types
- Con: Not NPS-specialized, the analysis features for NPS specifically are less deep than AskNicely
- Con: Free tier is very limited at 25 responses/month, useful only for initial testing
Survicate's pricing starts generously with a Free tier and an affordable Starter tier at $99/month for basic feedback collection.
Watch out
Overage charges for responses above tier limits
Large enterprises that need omnichannel voice of customer with NPS and journey analytics.
- Pro: Strong enterprise VOC
- Pro: Mature platform
- Pro: Strong analytics
- Con: Pricing enterprise-only
- Con: Long implementation
Medallia's custom Enterprise pricing is opaque and likely expensive, typical for high-end enterprise experience management platforms.
Watch out
Overage fees for experience data records
SaaS teams that want affordable NPS with strong CRM integrations.
- Pro: Affordable per-response pricing
- Pro: Strong CRM integrations
- Pro: Mature SaaS platform
- Con: Best for SaaS
- Con: Per-response pricing
It's best for e-commerce businesses looking for dedicated feedback tools.
B2B teams that want to link NPS and churn risk to account revenue and retention.
- Pro: Account-based NPS built for B2B, not just individual respondents
- Pro: Monetized NPS ties feedback to account revenue and churn risk
- Pro: Strong closed-loop workflows for account managers
- Con: Aimed at mid-market and enterprise B2B, not small teams
- Con: Custom pricing with no self-serve tier
Teams that want a focused NPS-only tool with simple email + SMS delivery.
- Pro: Focused NPS-only
- Pro: Simple UX
- Pro: Reasonable per-month pricing
- Con: Best for NPS-only
- Con: Per-response pricing
SurveySparrow
- 4.4 on G2 (2,066 reviews)
- 2.9 on Trustpilot (705 reviews)
- 4.4 on Capterra (121 reviews)
- 4.5 on TrustRadius (3 reviews)
Teams that want conversational NPS surveys plus CSAT, CES, and recurring survey automation.
- Pro: Conversational, high-completion survey UX
- Pro: NPS, CSAT, CES, and 360 surveys in one tool
- Pro: Omnichannel delivery across email, web, in-app, and SMS
- Con: Broad platform, less NPS-specialized than a pure-play
- Con: Advanced automation needs higher tiers
SurveySparrow's pricing structure appears fair, offering a generous Free Plan for basic needs.
What It Is
NPS measures customer loyalty with one question: "How likely are you to recommend us to a friend or colleague?" Scores range from -100 to 100, calculated by subtracting detractors (0-6) from promoters (9-10).
Modern NPS tools automate the survey, calculate the score, and help you analyze results. The best ones help you close the loop with respondents.
Why It Matters
NPS isn't perfect, but it's consistent and comparable. Unlike satisfaction surveys that vary in questions, NPS is standardized. You can benchmark against competitors and track trends over time.
More importantly, the follow-up question ("why?") often reveals specific issues you can fix. The quantitative score is less valuable than the qualitative feedback.
Key Features to Look For
Automated Surveys (Essential)
Send surveys automatically based on triggers (time, event, segment).
Follow-Up Questions (Essential)
Collect the 'why' behind the score, this is where the value is.
Trend Analysis (Important)
Track NPS over time and by segment.
Response Management (Important)
Route responses to the right team for follow-up.
Benchmarking (Nice to have)
Compare your score to industry benchmarks.
What to Consider
Survey volume pricing can get expensive at scale
In-app vs email delivery matters, in-app gets higher response rates
Consider integration with your CRM for context on respondents
Follow-up workflows are more important than fancy analytics
Simple tools often work better than feature-heavy platforms
Evaluation Checklist
Send a test survey to 100 customers and measure response rate, in-app surveys should get 20-40% response rates, email surveys 10-20%; if response rates are below 10%, the delivery method or timing needs adjustment
Test the complete follow-up workflow, a detractor submits a score, verify the alert reaches the right team member within minutes, with the customer's context (account value, history) attached
Evaluate the 'why' question analysis, submit 50 open-ended responses and check whether the tool can group similar themes automatically; manual reading of every response doesn't scale past 100 responses/quarter
Verify CRM integration, the NPS score should appear on the customer record in your CRM (Salesforce, HubSpot) so account managers see sentiment without logging into a separate tool
Check segmentation capabilities, you need to compare NPS by customer segment, product, tenure, and region; if the tool only shows one aggregate score, you'll miss the most actionable insights
Pricing Overview
Starter
Survicate free (25 responses), small businesses getting started with NPS
$0-99/month
Growth
Survicate Business $99/month, companies scaling their NPS program
$99-449/month
Enterprise
AskNicely custom from ~$199/month, high-volume NPS with advanced analytics
$449-2,000+/month
Mistakes to Avoid
- ×
Obsessing over the NPS number instead of reading the feedback, a score of 42 vs. 38 is statistically insignificant for most sample sizes; the real value is in the 'why' responses that tell you exactly what to fix
- ×
Surveying too frequently, quarterly NPS is sufficient for most B2B companies; monthly surveys annoy customers and produce diminishing returns; exception: transactional NPS after key milestones (onboarding, support ticket) is valuable
- ×
Not following up with detractors within 48 hours, a detractor who hears 'we saw your feedback, how can we help?' within 24-48 hours can become a promoter; a detractor who hears nothing within 2 weeks is a churn risk
- ×
Comparing NPS across incompatible contexts, your NPS of 35 vs. a competitor's 50 means nothing if survey methodology, timing, and audience differ; focus on your own trend over time instead
- ×
Gaming the score by cherry-picking happy customers, only surveying customers who recently renewed or asking 'satisfied customers to please respond' produces a vanity metric that hides real problems from leadership
Expert Tips
- →
Focus on the trend, not the absolute score, a 5-point improvement quarter-over-quarter is more meaningful than benchmarking against an industry average that uses different methodology
- →
Always ask the follow-up 'why' question, the qualitative feedback is 10x more valuable than the number; 'our onboarding took 3 weeks and nobody helped us' is actionable, a score of 6 is not
- →
Create a 48-hour detractor follow-up process, route every score below 7 to the account manager with full customer context; respond within 48 hours; even if you can't fix the issue, acknowledgment prevents churn
- →
Segment NPS by customer type, tenure, and product, your overall NPS of 40 might hide that enterprise customers are 60 while SMB is 15; segment-level analysis reveals where to invest
- →
Share NPS results (and actions taken) with the whole company, post quarterly results with '3 things we heard, 3 things we're doing about it'; this closes the internal loop and builds a feedback-driven culture
Red Flags to Watch For
-
No automated follow-up routing for detractors, if a score of 3 doesn't automatically alert the account manager with context, you're collecting data you can't act on fast enough to save the relationship
-
Only offers email survey delivery, email NPS surveys get 10-15% response rates vs. 25-40% for in-app; email-only tools give you biased data from people willing to click through emails
-
No trend tracking over time, a single NPS snapshot is nearly useless; the value is in tracking changes over quarters to correlate with product changes, support improvements, and pricing updates
-
Survey tool tries to maximize responses by surveying everyone every month, over-surveying annoys customers and skews results; good tools enforce cooldown periods and sampling logic
The Bottom Line
AskNicely (from ~$199/month) is the strongest pick for service businesses that need to connect NPS to frontline team performance, with close-the-loop workflows built in. Survicate (free tier, Business $99/month) is best when you want NPS plus other survey types in one tool. For enterprise CX programs with journey analytics, Qualtrics CustomerXM and Medallia lead. For most companies, the tool matters far less than having a consistent process to collect, review, and act on the feedback.
Frequently Asked Questions
What's a good NPS score?
Above 0 is acceptable, above 30 is good, above 50 is excellent, above 70 is world-class. But benchmarks vary by industry, compare to your competitors, not global averages.
How often should I survey customers?
For most B2B companies, quarterly works well. For B2C, 90 days after significant events (purchase, milestone). Don't over-survey, it annoys customers and skews results.
Should I use NPS or CSAT?
Use both. NPS measures loyalty and long-term sentiment. CSAT measures satisfaction with specific interactions. They complement each other.
Cite this page: Toolradar, "Best NPS Software in 2026", https://toolradar.com/guides/best-nps-software
Sources
Prices and plan details on this page come from each vendor's own pricing page, re-checked by the Toolradar pricing tracker:
- Zonka Feedback pricing, checked
- AskNicely pricing, checked
- Survicate pricing, checked
- Medallia pricing, checked
- Retently pricing, checked
- CustomerGauge pricing
- Promoter.io pricing
- SurveySparrow pricing, checked
Related Guides
Some offers on this page may be paid placements or contain affiliate links.