An NPS software solution prevents customer satisfaction disasters and puts you on the right track towards customer-centricity. Just imagine what losing 30% of your most loyal customers would mean for your business. What if they leave you because of a bad experience and start buying from your competitors?
How much business do you think you’ve lost in the past 12 months because you’re not monitoring NPS and using it for more informed decisions to keep customers happy?
The NPS software works like a guardian for your company, helping you act in real-time to keep customer satisfaction high and know what adjustments to make for excellent customer experiences.
Let’s see what an NPS software is, why it’s crucial to have it in your toolset, and what features to look for in an NPS solution.
What is NPS software?
An NPS software is a tool that allows you to measure customer satisfaction through Net Promoter Score surveys sent at certain moments in the customer journey. The customer feedback you collect through NPS surveys transforms into insights that help you improve customer satisfaction and retention.
The features of an NPS software vary depending on the provider. The most comprehensive solutions allow you to:
- Create custom NPS surveys;
- Send NPS survey before and after delivery;
- Collect and store NPS responses;
- Monitor NPS evolution;
- Calculate NPS automatically;
- Analyze NPS from various angles;
- Trigger different actions based on NPS answers.
- Integrate the NPS platform with other tools in your ecosystem.
An automated NPS solution saves you a lot of resources and prevents you from losing significant business.
Let’s say you recently had a limited edition campaign targeting your loyal customers. The revenue per customer in your top segment is $798.
Some of these customers made a new purchase thanks to your campaign. From the total of customers who converted during the campaign, 140 of them proved to be unsatisfied with the products they received.
If you don’t act immediately, you risk losing these 140 loyalists and over $110,000 in revenue because you didn’t give them the treatment they deserve.
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Why do you need an NPS software solution?
While you can collect customer feedback in multiple ways, NPS software represents more than a tool you use to send surveys after each purchase. Net Promoter Score (NPS) is your window to the future, predicting how customers will act depending on what score they give you.
With the help of an NPS solution, you can improve various aspects of customer experience and retention.
You want an effective way to collect customer feedback and measure customer satisfaction.
Every good NPS software includes a survey tool that allows you to customize your questions and shows different follow-up questions depending on the score customers gave for their experience. You should be able to create three distinct NPS survey templates, one for each customer type according to the net promoter score: promoters, detractors, and passives.
Pre-delivery NPS status as viewed in Reveal
You want your teams to treat detractors in real-time.
Nothing is worse than ignoring your unhappy customers, treating their problems one month after they responded to your NPS survey, or, even worse, never following up. An effective NPS tool easily integrates with the customer support platforms. This way, you can send notifications to your support team each time valuable customers give a negative score. Your team can act in real-time to resolve customer issues and keep the satisfaction level high.
> Discover how you can integrate Reveal with Gorgias for real-time NPS-related tickets.
You want to identify opportunities and threats.
Applying NPS surveys each time customers purchase helps you find opportunities and threats you might not be aware of at the moment. Their negative feedback enables you to identify and eliminate frictions, toxic products, weak links in the distribution chain, etc. The positive feedback helps you create better offers to keep new and existing customers happy.
You don’t know why customers are churning.
If you don’t treat your customers well, especially those who are your most loyal customers, they will stop buying from you and choose some of your competitors. NPS surveys allow you to collect feedback about customer experience and take immediate actions to repair your mistakes before it’s too late and churn rates put you in front of a retention crisis.
You want to become customer-centric.
When combined with a customer behavior segmentation model like RFM, an NPS tool contributes to your efforts in achieving customer-centricity. Some NPS software tools only measure NPS at the order level, meaning you can’t track NPS evolution among your customer segments. Customer-centricity starts with knowing what your best customers want. Like Peter Fader said, “in the world of customer centricity, there are good customers… and there is everybody else.”
Pre-delivery NPS per RFM group as viewed in Reveal
You want to make better decisions for your business based on customer data.
Your customers know better than anyone in your company knows what an excellent customer experience looks like. Ask your promoters what they loved about the latest experience. Learn from your top customers that are detractors what you can do to avoid customer churn.
You’re looking for an advanced and tested software solution to monitor customer loyalty and satisfaction.
There are multiple ways to monitor customer satisfaction, using software solutions that help you measure customer effort, net promoter score, or time to first response. If customer-centricity is your goal, you need an NPS tool that combines behavioral segmentation with smart content widgets, email marketing, and customer service capabilities.
The features of an effective NPS software
You’ll see multiple solutions around the net promoter score, and the features vary from one provider to another. If you want to transform your NPS software into a valuable resource for your company, here are the seven features you should consider:
Create custom NPS surveys
In your NPS survey tool, you should be able to create custom surveys with quantitative and qualitative questions. The first one should be your interpretation of the standard question:
“On a scale from 0 to 10, how likely are you to recommend our product/ company to your friends and family?”
Based on the answer to the first question, you should be able to create three scenarios through branching logic so you can display the right follow-up questions for your passives, detractors, and promoters.
Creating customized pop-up surveys in Omniconvert’s NPS survey tool
Send NPS survey before and after delivery
When choosing an NPS tool, one of the most important criteria should be the possibility to measure satisfaction in two key moments: right after the customer placed an order and shortly after the customer received the order. When you measure NPS pre and post-delivery, you can detect if your company applies the “under-promise, over-deliver principle.”
Pre-delivery and post-delivery NPS as viewed in Reveal
A low pre-delivery NPS signals a bad online experience, while a low post-delivery NPS reflects a bad experience caused by the products or services received by your customer. The right NPS tool is the one that helps you see if there’s a gap between these moments.
> Go to this case study to see how measuring the Net Promoter Score pre and post-delivery calls for different strategies.
Collect and store NPS responses
An NPS survey software makes it easier to collect and store customer feedback. The reports should be easy to access by everybody in your organization, not only the customer support team. Make sure your data is kept long enough to make comparisons in the long term.
Monitor NPS evolution
A customer-centric approach calls for an agile team. Look for a tool that allows you to monitor NPS evolution constantly.
By monitoring the NPS evolution, you can evaluate the effectiveness of your customer retention efforts. Also, you can take corrective actions in real-time when you’re receiving low scores from your valuable and high-potential customers. Keep an eye on what customers say about their experience so you can constantly improve it.
Post-Delivery Net Promoter Score (NPS) evolution as viewed in Reveal
Calculate NPS automatically
There’s no pro argument for managing NPS manually. It would be a massive waste of resources no company affords, especially when moving towards a customer-centric approach. You need a tool that calculates NPS automatically to spend more time taking action, correcting what is wrong, and integrating what works best in your customer journey.
Analyze NPS from various angles
The average NPS value and NPS benchmark tell you nothing about where your company is or should be. The most effective tools allow you to analyze NPS from various angles.
We already talk about the importance of measuring NPS both pre and post-delivery. Another essential angle is analyzing NPS by RFM segment to find anomalies within your customer segments. Your tool should allow you to analyze NPS from a product perspective, by brand, or by category. Any other custom attributes are a plus, like measuring NPS by location or channel.
> Go to our Ultime Net Promoter Score Guide and learn more about analyzing NPS by taking into account different variables.
Trigger different actions based on NPS answers
The real value of measuring NPS lies in showing you the right step you should take based on the answers that you’ve got from your customers.
Measuring NPS pre and post-delivery allows you to create flows that can help you get the best of any scenario. Pre-setting this flow enables you to stay on guard and nurture a healthy relationship with your customers.
Suppose one of your power customers gives you a score below 6. In that case, you can immediately trigger an alert to your customer service, and the key account manager can solve the problem ASAP.
> Do you want to build a blueprint for the follow-up flows but don’t know where to start from? Use our NPS template as a starting point and adapt it to your business model.
Integrate the NPS platform with other tools in your ecosystem
It’s much easier to implement the flow we talked about at the previews point if your NPS software integrates with your website, email marketing, and customer support platforms.
The tool should offer an easy way to show the surveys on the site and send them via email based on triggers like the moment of purchase or delivery.
Once the NPS is collected, the tool should work seamlessly with your automation tools, triggering actions in your email marketing and alerts in your customer support platform.
All these features in one NPS software solution
NPS is one of the most important indicators of success and has a significant impact on how customer lifetime value evolves. An NPS tool that helps you monitor, analyze and take actions based on customer feedback is essential in your eCommerce tool ecosystem.
If you’re looking for one NPS tool that has all the features described above for your eCommerce company, we’ve got you covered. Our NPS tool is here to support your customer retention efforts and help you achieve (and maintain) customer-centricity by keeping you connected to your most important resource – your customers.
Frequently asked questions about NPS software
A good NPS software is one that works seamlessly with the other solutions that you’re using, from your website to your email marketing and customer support platform. It should allow you to measure NPS pre and post-delivery and analyze it from multiple angles.
The best platform for NPS is the one that checks all your company needs. The NPS tool should allow you to collect, track, and analyze customer satisfaction effortlessly. In addition, the NPS platform should easily integrate with other solutions so you can act in real-time based on your customers’ activity and feedback.
An NPS solution is a tool that helps you measure, track and analyze customer satisfaction based on Net Promoter Score surveys. The feedback you collect from your customers represents valuable insights for improving customer experiences and retention rates.