When you're running a fast-growing ecommerce brand, keeping an eye on customer satisfaction is crucial. One of the most effective ways to gauge this is through the Net Promoter Score (NPS). Not only does NPS give you a snapshot of customer loyalty, but it also helps you identify areas of improvement for your business. But how do you measure and improve your NPS effectively? Here's a guide to the top tools that can help you do just that.

We'll explore ten tools designed to help you not only measure your NPS but also improve it. From gathering customer feedback to analyzing data and implementing changes, these tools will support your journey toward exceptional customer experience. So, let's dive into each one and see how it can benefit your brand.

1. SurveyMonkey: Your Gateway to Insightful Feedback

SurveyMonkey is a well-known tool for creating surveys, and it's incredibly effective for gathering NPS data. The platform offers a straightforward way to ask the classic NPS question: "How likely are you to recommend our company to a friend or colleague?" But it goes beyond just collecting responses.

With SurveyMonkey, you can customize surveys to include follow-up questions, helping you understand the reasons behind your scores. This feature allows you to dive deeper into customer sentiments and identify specific areas that need improvement. The platform also provides robust analytics, showing you trends and insights that can guide your strategic decisions.

• Step 1: Create your NPS survey using SurveyMonkey’s template or customize your own.
• Step 2: Distribute the survey via email, social media, or embed it on your website.
• Step 3: Analyze the results with SurveyMonkey’s analytics tools and identify trends.

SurveyMonkey's user-friendly interface and powerful analytics make it an excellent choice for ecommerce brands aiming to improve their customer experience.

2. Delighted: Easy and Quick Feedback Collection

If you're looking for a tool that's all about simplicity and speed, Delighted might be the right fit. It's built to make gathering NPS data as easy as possible, allowing you to send out surveys via email, SMS, or even a website widget.

Delighted automatically calculates your NPS and provides real-time feedback, so you can act quickly on customer insights. Its integration capabilities with platforms like Slack and Salesforce make it easy to share feedback with your team, ensuring everyone stays informed and aligned on customer experience goals.

• Step 1: Set up your NPS survey in Delighted with a few clicks.
• Step 2: Choose your distribution method and send out the survey.
• Step 3: Review feedback in real-time and integrate insights with your existing tools.

With Delighted, you can streamline the feedback process and ensure you're always up-to-date with customer opinions.

3. Wootric: AI-Powered NPS Analytics

Wootric takes NPS measurement to the next level by incorporating AI into its analytics. This platform is designed to help you not only gather NPS data but also understand the "why" behind the numbers through AI-driven insights.

Wootric's strength lies in its ability to analyze open-ended responses, providing you with deeper insights into customer sentiments. This makes it easier to identify trends and prioritize actions that will improve your NPS.

• Step 1: Set up your NPS survey and distribute it through your preferred channels.
• Step 2: Use Wootric’s AI tools to analyze open-ended responses for deeper insights.
• Step 3: Identify key themes and take action on the most impactful areas.

By leveraging AI, Wootric helps you go beyond the numbers and understand the sentiments driving your NPS results.

4. Promoter.io: Designed for Actionable Insights

Promoter.io is specifically designed to help you not just collect NPS scores but also take action on the insights you gather. It focuses on understanding customer feedback and turning it into actionable steps to improve your NPS.

One standout feature of Promoter.io is its ability to segment customers based on their responses, allowing you to tailor your follow-up actions accordingly. Whether you're reaching out to detractors to resolve issues or engaging promoters to spread the word, Promoter.io makes it easy to close the feedback loop.

• Step 1: Create and distribute your NPS survey using Promoter.io.
• Step 2: Segment respondents and tailor your follow-up actions.
• Step 3: Use insights to drive improvements and enhance customer loyalty.

Promoter.io is a great tool for ecommerce brands that are serious about turning feedback into measurable improvements.

5. AskNicely: Real-Time NPS Tracking

AskNicely is all about real-time feedback. It's built to help you keep a pulse on customer satisfaction with daily NPS tracking. This tool integrates seamlessly with platforms like Salesforce, making it easy to incorporate NPS data into your existing workflows.

What sets AskNicely apart is its focus on employee engagement. By connecting NPS feedback with your team, you can ensure everyone is aligned and motivated to improve the customer experience.

• Step 1: Set up daily NPS surveys through AskNicely.
• Step 2: Integrate with your CRM to streamline feedback collection.
• Step 3: Share insights with your team to drive engagement and improvements.

AskNicely is ideal for brands that want to keep customer satisfaction front and center in their daily operations.

6. Qualtrics: A Comprehensive CX Platform

Qualtrics offers a full suite of tools for managing customer experience, making it a powerful option for brands seeking a more comprehensive approach to NPS. Its platform allows you to collect feedback through various channels and analyze it alongside other customer data for a holistic view.

Qualtrics' advanced analytics capabilities, including sentiment analysis and predictive intelligence, help you uncover deeper insights and make data-driven decisions to enhance your customer experience.

• Step 1: Design your NPS survey with Qualtrics’ intuitive interface.
• Step 2: Distribute surveys across multiple channels for maximum reach.
• Step 3: Leverage advanced analytics to gain insights and make informed decisions.

For ecommerce brands looking for a robust platform to manage and improve customer experience, Qualtrics is a solid choice.

7. Medallia: Turning Feedback into Action

Medallia is designed to help brands capture feedback across multiple touchpoints and turn it into actionable insights. Its platform not only measures NPS but also helps you understand customer journeys and identify areas for improvement.

One of Medallia’s strengths is its ability to integrate with various systems, ensuring you have a unified view of customer feedback across your organization. This holistic approach allows you to prioritize actions that will have the greatest impact on customer experience.

• Step 1: Set up your NPS program with Medallia’s flexible platform.
• Step 2: Capture feedback from multiple touchpoints for a comprehensive view.
• Step 3: Use insights to drive meaningful improvements and enhance customer loyalty.

Medallia is a great option for brands looking to integrate NPS into a broader customer experience strategy.

8. Satmetrix: The Original NPS Tool

Satmetrix is one of the pioneers in NPS measurement, offering a comprehensive platform for collecting and analyzing customer feedback. Its tools are designed to help you understand customer loyalty and identify drivers of satisfaction and dissatisfaction.

With Satmetrix, you can create customized surveys and leverage advanced analytics to gain a deeper understanding of your customers. Its reporting capabilities allow you to track trends over time, making it easier to pinpoint areas for improvement.

• Step 1: Create your NPS survey using Satmetrix’s templates or customize your own.
• Step 2: Distribute the survey and collect feedback through multiple channels.
• Step 3: Analyze results with Satmetrix’s advanced analytics tools and identify key insights.

Satmetrix is a reliable choice for brands seeking a proven platform for NPS measurement and improvement.

9. CustomerGauge: Linking NPS to Revenue

CustomerGauge takes a unique approach to NPS by linking customer feedback directly to revenue. Its platform is designed to help you understand the financial impact of customer loyalty and turn insights into actions that drive growth.

With CustomerGauge, you can track NPS alongside customer journey data to identify opportunities for improvement. Its real-time reporting and analytics make it easy to see how changes in customer experience impact your bottom line.

• Step 1: Set up your NPS program with CustomerGauge’s intuitive interface.
• Step 2: Monitor feedback in real-time and track its impact on revenue.
• Step 3: Use insights to prioritize actions that will drive revenue growth.

CustomerGauge is an excellent choice for brands looking to connect customer experience with financial outcomes.

Final Thoughts

Measuring and improving your NPS is an essential step toward enhancing customer experience and driving brand loyalty. The tools we've discussed offer a range of capabilities, from simple feedback collection to advanced analytics and actionable insights. Choosing the right tool for your ecommerce brand will depend on your specific needs and goals.

For a straightforward, efficient way to manage customer support and improve CX, consider using Fullcourt. It's designed specifically for fast-growing Shopify brands, offering features like a shared team inbox, self-service live chat portal, and a knowledge base. With Fullcourt, you get a lightweight, affordable alternative to more cumbersome helpdesks, making it easier to deliver exceptional customer service and boost your NPS.