Any eCommerce business relies on having satisfied customers. Indeed, that is an essential requirement for repeat business. Yet do you know how your customers genuinely feel about your brand? Are your customers pleased about their brand experience? Will they return, and will they recommend you to their friends, business acquaintances, and family? One way you can discover this is by determining your Net Promoter Score (NPS), which you can do using any of the NPS software we have covered in this post.
Best NPS Software for eCommerce Websites:
What is NPS Software?
NPS software measures the likelihood of your customers recommending your business to one of their social circle. The higher your net promoter score, the higher the possibility that your customers will actively promote your business and become brand advocates.
eCommerce businesses can use NPS as a metric to grow their customer loyalty and popularity and ultimately increase their revenue. Your NPS tells you whether your customers are satisfied with your products and customer service and can guide the types of marketing activities you undertake. A low NPS can also act as a warning that you need to change some of your business practices before customers start leaving you and badmouthing your brand.
You use NPS software to survey a cross-section of your customers, asking them, "How likely you would recommend our company/product/service to your audience?" They give you a score on a 10-point scale, and you can consider those who score you 9 or 10 as Promoters. Customers who score you 7-8 are Passives, who are satisfied with your product but would probably change to a competitor if they got a better offer. People who score you 0-6 are Detractors, unhappy customers, likely to spread negative word-of-mouth. You can calculate your overall Net Promoter Score (NPS) as the Percentage of Promoters minus the Percentage of Detractors.
You can consider any NPS that is above zero good, and an NPS above 50 is excellent. If you can make it to above 70, then you can consider yourself world-class.
Of course, once you have calculated your NPS score, you need to implement strategies to increase your Promoters percentage and decrease your Detractors percentage. You might even be able to turn your customers into brand advocates.
Note that Net Promoter, Net Promoter System, Net Promoter Score, and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.
Best NPS Software for eCommerce Websites
1. Promoter.io
Promoter.io describes itself as an eCommerce feedback solution for small businesses, although its higher-level plans allow you to carry out up to 100,000 surveys per month. With their free trial, you send up to 250 surveys during the 14-day trial period.
Their NPS system has three focal points: capture, analyze, and grow. Promoter recommends you send NPS surveys to each customer up to four times per year. Based on their replies, you can identify areas for product or service improvement. You can use this to attract and retain customers to grow your business.
It integrates with BigCommerce and Shopify eCommerce platforms.
2. AskNicely
AskNicely is the customer experience platform for the mobile workforce. It provides a simple way to gather, understand, and act on customer feedback based on the NPS framework. According to AskNicely's NPS Benchmark Study, companies with advanced NPS programs are more than twice as likely to achieve both >100% annual growth and net-negative churn.
AskNicely makes a point of creating easy and beautiful NPS surveys people want to complete that result in better response rates. They then make it easy to calculate your NPS ranking, using their simple calculator to find your score and benchmark your business.
3. Hotjar
With Hotjar, you can set up an NPS survey on your website or email one to your customers to find out how likely they are to recommend you and improve their experience and your bottom line. You can use it to collect NPS feedback from customers at periodic intervals. The software also helps store NPS results, track changes and fluctuations in the score, and get insightful feedback from customers on what needs to be improved. You can also ask follow-up questions based on your visitor's initial answers, which helps you get better and more relevant insights.
4. NPS by LoyaltyLion
NPS by LoyaltyLion is a free Net Promoter Score app for Shopify stores. Shopify eCommerce retailers can use the free add-on to calculate NPS and measure how likely customers are to recommend them to friends and family.
LoyaltyLion obviously hopes that you will create a loyalty program to improve your NPS. They believe that a loyalty program can boost your NPS by:
- Implementing a feedback loop
- Using rewards to respond to low scores
- Saying thank you to promoters
5. Usabilla
Usabilla by SurveyMonkey is now part of the GetFeedback CX platform. It helps you optimize your digital channels with customer feedback. There are versions of Usabilla for websites, apps, email, and in-page.
Usabilla sees the key NPS question as being, "How likely is it that you would recommend our company, product, or service to a friend or colleague?" By adding the NPS module to any feedback form or survey, you begin to understand what visitors think. You'll see not only what causes a customer to speak positively or negatively about your digital channels, but you'll also discover which elements impact NPS the most so you can adapt accordingly.
6. SurveySparrow
SurveySparrow's NPS Survey Platform helps you decode customer sentiments, uncover loyalty insights, and drive growth. You can use it to gather reviews from promoters, acquire new customers, and progress. You can collect customer feedback and cover all crucial touchpoints.
Once you have the data, you can track your NPS, study your feedback, and uncover loyalty-driving factors. You can then try to improve by learning from your customers, taking action, and measuring progress.
You can use SurveySparrow's platform to create dynamic lists and segment your respondents easily based on any criteria. Get an in-depth analysis of your customer persona and manage follow-ups easily. You can then add follow-up questions to know the 'Why' behind everything. Share custom follow-up emails to your promoters, passives, and detractors, and close the loop.
SurveySparrow lets you automate Net Promoter Score surveys based on your preference. Choose the time, frequency, and add the list of contacts. Configure and set in the recurring mode. Track NPS over time and benchmark with industry standards.
7. UserGuiding
You can onboard your users quickly with UserGuiding features that include user onboarding guides, interactive manuals, templates, analytics, hotspots, NPS surveys, and more.
You can capture important user insights and measure satisfaction with NPS surveys. Make vital product decisions based on user feedback. Net Promoter Score (NPS) surveys help you determine if your customers are willing to recommend your product to other people. UserGuiding offers an NPS survey tool for you to create and conduct NPS surveys easily. You can design an NPS survey and make it live in less than five minutes. Creating the survey and implementing it into your product doesn't require any technical or coding knowledge.
The default question for a UserGuiding NPS Survey is, "On a scale of 1-10, how likely are you to recommend our product to your friends and colleagues?". In UserGuiding's editor, you can customize this question however you want. Their tool also allows you to create a follow-up question, from which you can gather valuable feedback and insight on the score your users have given your product.
8. CloudCherry
CloudCherry helps organizations worldwide track, monitor and improve their Net Promoter Score in real-time. They ensure that organizations cannot just track their NPS but also derive insights on improving NPS and retention rates that ultimately drive profitability.
Organizations can track their NPS in real-time on CloudCherry's dashboard. Monitoring the score becomes easier with CloudCherry's NPS widget. You can quickly get a sense of the percentage of detractors, promoters, and passives amongst your customer base and decide on business strategies accordingly.
You can set real-time alerts for NPS. Get real-time notifications on your NPS rating based on customer responses. Set customizable triggers for your NPS question so that you are alerted for both positive and negative feedback.
You can also track NPS for different departments. Organizations can ensure that different teams ranging from contact center personnel, marketing, sales, and more, are tracking NPS. You can also measure the Net Promoter Score at every stage along the customer journey, right from onboarding to purchase and further engagement.
9. Startquestion
Startquestion offers market-recognized survey software for professionals and companies researching clients, employees, and the community. You can prepare a survey and send it to your database. Their system is characterized by data safety, support from specialists, integrations with systems such as Google Analytics, Freshmail, and Livechat, and regular updates and new features.
One use of Startquestion is determining an organization's Net Promoter Score. They recognize that even though NPS is not a particularly detailed methodology for researching customer satisfaction, its remarkable simplicity allows companies and organizations to undertake actions here and now to quickly improve customer experience.
10. Delighted
Delighted believes it is the fastest and easiest way to gather actionable feedback from your customers. It uses the Net Promoter System to collect honest feedback from your customers – in minutes, not weeks.
You use Delighted to deliver a single-question survey to your customers via email, SMS, or a link. You can also survey visitors directly on your website. They rate your product/service and provide feedback in their own words. Feedback appears instantly in your dashboard.
11. Retently
Brands can use Retently to collect, understand, track, integrate and automate customer feedback. Their automated survey platform will help you acquire higher response rates, actionable customer feedback, and maximum business growth.
As well as being able to use Retently for the usual customer NPS, you can also use it to calculate your eNPS - Employee Net Promoter Score. Here, you use it internally on employees instead of with customers to evaluate their engagement. With eNPS, you adapt the usual question to be, "On a scale from 0-10, how likely are you to recommend this company as a place to work?" Many companies add a second question, "What is the primary reason for your score?" As a rule, employee Net Promoter Scores tend to be substantially lower than customer scores, as employees are often harsher critics.
When using Retently to track your eNPS, you must make your surveys anonymous, as only confidential answers will encourage honest feedback.
12. Wootric
You can use Wootric to collect feedback at the moments that matter. Focus on critical journey points that make-or-break customer loyalty. Never miss a trend. Free your customers to tell you what is important, in their own words.
You can use either an NPS email survey or an NPS in-app survey. Wootric offers NPS email templates that enable you to send surveys directly from your favorite email provider or CRM. Results appear in your Wootric dashboard. Wootric in-app surveys appear when customers are on your website or log into your SaaS product or mobile app. Set-up requires adding a JavaScript snippet or SDK to your application. In-app NPS surveys generally attain much higher response rates than email NPS. However, respondents are more likely to leave qualitative feedback in an email survey.
13. SatisMeter
SatisMeter collects targeted feedback seamlessly integrated with your apps of choice. It has four products:
- NPS survey – learn whether users would recommend your service
- CSAT survey – learn how satisfied users are with your service
- CES survey – learn how easy users find it to use your service
- PMF survey – learn how valuable your service is to your users
The NPS survey measures long-term customer satisfaction and loyalty, giving you a strong indicator of growth and product performance. You use it continuously with every customer, doing their first survey once they have already had a chance to fully experience the value of your product.
14. Zonka Feedback
With Zonka Feedback's Net Promoter Score Software, you can run effective NPS Surveys at every touchpoint. Engage with customers, analyze customer loyalty and reduce customer churn. Take feedback at all critical customer touchpoints to gauge their satisfaction and loyalty. These can include offline surveys, kiosk surveys, email surveys, SMS surveys, online surveys, web pop-ups, and web widgets.
You can identify at-risk customers based on their scores. Get your team notified of angry customers, reach out to them and reduce churn.
As well as the traditional customer NPS surveys, you can use Zonka Feedback's Net Promoter Score Survey Software for Employee Net Promoter, Patient NPS and more.
