Customers’ feedback helps a brand improve its offerings, promote the brand positively, and gain a competitive advantage in the saturated market landscape. Trusted by industry leaders, the established way of gathering honest customer opinions is the NPS or Net Promoter Score Survey methodology.
Collecting NPS data provides you with actionable insights into customer loyalty, experience, satisfaction, and areas of improvement. Understanding and analyzing this data enables you to identify the potential for growth and to build a loyal customer base.
However, choosing the right software is a challenge, which brings us to the purpose of this blog – Nps Software buyer’s guide. Here, we’ll delve into what the software is, the features to look for, and why it’s important to equip you with the knowledge needed to make an informed buying decision.
Understanding the need for NPS software
Before we start evaluating the key considerations to selecting a platform that fits your business requirement, let’s look into why it’s essential to buy software instead of building your own.
Net Promoter Score survey software is a specialized tool that empowers you to design personalized NPS surveys and collect, analyze, and interpret NPS data. The tool offers numerous features to help streamline the survey process and enable you to generate actionable insights to improve customer loyalty.
Deliver exceptional experience at every stage of the customer lifecycle.
→Identify the key drivers of customer satisfaction.
→Close the experience gap.
→Activate promoters.
Why is it essential to buy NPS software?
Investing in a free survey tool may be cost-efficient, however, closed-loop customer feedback is a vital step in NPS. Without specialized NPS software, you will have to spend a lot of time developing the process, customizing, and maintaining it.
Moreover, with specialized software like the Voxco NPS survey tool, you can automate data collection, analysis, and interpretation and close the loop on customer feedback. These tools are designed with NPS in mind and offer specific features for data collection, analysis, and reporting, making them more efficient and effective.
Additionally, using software developed to run NPS surveys lets you focus on interpreting and using the data instead of managing the tool. Now, let’s assess the needs for the tool before we dive into our NPS software buyer’s guide.
Evaluating the needs for the NPS tool
There are two factors you should assess before you choose an NPS tool.
- Your business goals:
Before you seal the deal, you should ensure the software will help you align with your business objectives. What is it that you aim to achieve with your NPS software? – Are you looking to identify promoters, improve customer loyalty, determine areas of improvement, or drive growth?
- Your target audience:
Different customer segments require distinct approaches and personalized messages. Before you leverage the tool, you need to define your target audience and tailor your NPS survey and post-survey communication accordingly.
Don’t miss out on the robust features to create a closed-loop NPS program.
Key features to look for in NPS software
The needs, scale, and scope of your business differ from others. Some need an email distribution channel to send surveys every three months, while others may use social media and share NPS surveys every month.
In this section of the NPS software buyer’s guide, we will explore the must-have features you should look for when evaluating various vendors. Each of these features plays a pivotal role in ensuring that the chosen software aligns with your business goals.
1. User-friendliness and ease of setup:
The usability and setup impact how easily your team can adopt and how early you can start running your program. When evaluating the software, ensure that the software has a low learning curve and seamlessly and most efficiently fits within your research program.
A specialized NPS tool should offer the following benefits:
→ Intuitive interface ensuring you and your team quickly understand how to use the software.
→ Onboarding and training to expedite the software’s adoption.
→ Accessibility to ensure your team can access it across various devices and platforms.
Additionally, momentum is very important to ensure you are able to run surveys in just a few weeks. A SaaS survey platform can prove to be very efficient as you won’t need much IT support or hardware installation to get started.
2. Survey customization:
An important feature of NPS software is survey customization. The tool should enable you to apply company branding, such as uploading your logo and using brand colors and style so that you can approach your target audience with surveys with familiar visual elements.
Survey customization capability will also help you tailor your survey based on campaign requirements like audience segment, lifecycle stage, or triggers. This will help you personalize the survey question, reinforce customer trust, and enhance brand identity.
3. Follow-up question and branching:
A single rating NPS question cannot give you nuanced data on the reason behind the score. An open-ended question personalized as per the audience segment can help understand the root cause of the score.
The software should allow you to add an open-ended question and automatically apply branching logic. This will allow your survey to adapt the follow-up question based on the respondent’s scores and address their concerns.
Follow-up questions and branching empower you to understand the “why” behind the score and gather targeted, unfiltered, and honest perceptions of the CX.
4. Multiple survey distribution channels:
Invest in software that offers more than one survey distribution channel. Multiple channels ensure a broader reach and a large volume of data that you can generalize against your target population.
Email, text messages, social media, and website pop-ups are some survey distribution channels that you should look for. Using more than one channel will make your survey more accessible and also allow respondents to share their feedback using their preferred (or convenient) channel.
Improving NPS can have a huge impact on the top and bottom line.
Stay ahead of the curve with our expert-led webinar on how to leverage data science to maximize NPS insights.
5. Real-time survey deliverability tracking:
Another feature that you need to look for is real-time tracking of your survey. A robust software will enable you to monitor the deliverability rate to ensure a higher response rate.
The real-time tracking, in turn, will help you identify the contacts you need to resend the surveys and also determine the survey schedule. This way you can keep your NPS program on track with your business objectives and prepare for the next phase.
6. Audience segmentation:
Generalizing customer data doesn’t mean your customers are similar. They can be spread across the world, speak different languages, have different perceptions about the company, and be at different customer journey stages.
To allow you to distinguish between customers and find customers with similar characteristics, the NPS software should allow you to filter the data as per multiple variables. This capability enables you to compare data between different demographic variables and dig deeper into customer behavior.
7. NPS dashboard:
The primary feature every specialized NPS software should offer is an NPS dashboard. The dashboard should reflect the NPS score, distribution, recurring theme, and sentiment analysis. It should update the data in real time and offer advanced filters allowing you to understand score performance.
8. Customer feedback loop:
The NPS platform should enable you to incorporate a closed-loop customer feedback workflow to respond directly to respondents. The functionality should trigger automated alerts that notify you of the detractor’s responses. This enables you to take immediate action, address their concerns, and initiate corrective actions.
9. Integrations:
Integration ensures that your NPS data is in sync with your customer data ecosystem, providing a holistic view of customer interactions. So, in this NPS software buyer’s guide, we will recommend you determine whether the platform integrates with your CRM system to centralize data. Look for software that offers API integration, allowing a seamless workflow.
10. Data security and compliance:
Safeguarding data collected from customers and complying with data privacy regulations is critical to nurture trust and ensure data reliance. From MFA, which provides an additional layer of security to compliance with SOC2, GDPR, and other compliance standards, the platform should maintain enterprise-grade data security.
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Wrapping up;
This wraps up the must-have features that you should look out for in your NPS software. By thoroughly evaluating these considerations, you can select a platform that aligns with your organization’s goals and ensure a successful NPS program.
Incorporating NPS software into your ecosystem allows you to address customer concerns promptly, foster a customer-centric culture within your organization, enhance customer loyalty, and gain a competitive advantage
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