Specialized NPS software is a must – here’s why

The customer journey contains many touchpoints, and measuring experience at each will call for versatility and resourcefulness. Choose a tool that comes prepared and takes this weight off your shoulders.

A unified measurement structure like the Net Promoter System^®1 (NPS) is an important pillar in understanding and managing customer experience. For most businesses, the Net Promoter Score is the key driver of sustainable and profitable growth. As official vendors of NPS, supporting companies in this process is one of our main goals.

Including questions in your survey that help determine who your Promoters, Passives and Detractors are has become a widespread practice among businesses of all sizes. However, calculating these scores and making decisions based on the results is much easier when using a piece of software that was designed with NPS in mind.

The number of tools offering solutions connected to NPS is growing all the time. With such specialization, the range of analytics and reporting features is much broader, not to mention being highly customizable. Still, there are several factors you must consider when choosing an NPS product that’s right for you. Throughout the evolution of Neticle’s customer experience tool, Zurvey.io, we have always kept NPS solutions at the forefront of our thinking. We want to follow along every touchpoint of the customer journey and do so with the most convenience and seamlessness for both our clients and their customers.

When choosing your NPS product, look out for features that aid these needs. Here are a few examples that Zurvey.io offers as well:

• Segment your surveys’ audience based on channels or platforms and know exactly where each response comes from. You’ll be able to make your analyses much more informative with this added metric, and you won’t bombard platforms which the given survey would be irrelevant for.
• When inserting your surveys into your platforms, make sure it’s as seamless as possible. You can make respondents feel like they’ve never had to navigate somewhere else. With white labeling, you can also add your own logo and branding to surveys, so that customers interact within an environment they’re already familiar with.
• Make use of different survey channels! Consider if your surveys should appear at the end of emails, on your website, or inside apps. Look for a tool that allows for all of these.
• Get the most out of analytics! Without versatile automatic reports, you could as well be using an Excel file, so don’t accept an NPS product that doesn’t offer detailed analysis. Informative charts and reports that update in real-time can greatly add to the deeper understanding of the customer experience.
• If it isn’t already, over time it can become necessary to add several different data sources where your NPS tool will get its input from. Besides recording survey answers, it’s best if your chosen product can work with uploaded files, APIs, or can even work with incoming and outgoing emails. With technology changing at such a rapid rate, it’s comforting to know that your chosen NPS product is open to unique solutions.
• Open-ended questions provide a world of extra insight beside numeric Net Promoter Scores. If your NPS product is capable of handling and analyzing responses to these questions, your knowledge about customer experience will skyrocket compared to what it previously was.

If you want to see these features - and more - in action, don’t hesitate to request a free demo through the form below. Our Insight Managers will be in touch with you as soon as possible!

¹Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.