Best NPS and Customer Satisfaction Software in 2026

What to look for in NPS software

Zendesk

Help Scout

Intercom

NPS (Net Promoter Score) software serves a spectrum of use cases from simple post-purchase surveys to enterprise Voice of Customer programs. Before evaluating tools, defining the scope prevents overspending or under-buying.

The key decisions: Where will surveys be sent (email, in-app, SMS)? How will responses connect to your customer data (CRM, product analytics)? What response rate do you need to make the data actionable? And do you need NPS specifically, CSAT (customer satisfaction), CES (customer effort score), or a combination?

For most B2B SaaS teams, the primary use case is in-app or email NPS sent at key lifecycle moments (post-onboarding, renewal, feature release). For ecommerce, post-purchase CSAT via email with review collection is more relevant. These different use cases call for different tools.

Top NPS and CSAT tools compared

Retently: best for SaaS and B2B teams

Delighted, long the default pick for this slot, was sunset by Qualtrics on June 30, 2026: Qualtrics stopped feature development and shut the platform down completely that day, deleting account data for anyone who had not exported it beforehand. If you were still on Delighted when the cutoff hit, that data is gone and the tool itself no longer loads.

Retently is the closest self-serve replacement for teams migrating off Delighted. Setup follows the same pattern Delighted made standard: connect your customer list, pick a survey type, and send your first NPS, CSAT, or CES survey the same day, no sales call required. The B2B Basic plan runs a 7-day free trial with no credit card, then $100/month for 3,000 surveys, 3 campaigns, and 3 seats, including Slack and Teams alerts and AI-powered feedback classification. That is a real jump from Delighted's old $17/month entry price, so budget for it, but the self-serve setup and no-sales-call onboarding carry over.

The Pro plan ($299/month, 10,000 surveys, full API access) adds an MCP server for connecting AI assistants directly to your feedback data, a genuinely current feature most competitors in this price range do not yet offer.

Ideal for B2B SaaS companies that want Delighted's fast, self-serve setup without the enterprise sales process, and are prepared for a higher starting price than Delighted used to charge.

Survicate: best for in-app surveys

Survicate specializes in meeting customers where they are: in-app, on websites, via email, and through link surveys. The targeting capabilities are strong, surveys can trigger based on page visited, session count, user segment, or feature interaction. For product teams that want to correlate feature adoption with satisfaction scores, this targeting depth is essential.

The free plan allows 25 responses and covers the most common survey types. The Business plan ($99/month) is where in-app targeting and advanced integrations unlock. Integrations include Intercom, HubSpot, Salesforce, Amplitude, and Mixpanel.

Ideal for product-led growth teams that want to embed NPS and feature satisfaction surveys inside the product itself, with targeting tied to user behavior.

Okendo: best for ecommerce

Okendo is the leading customer review and loyalty platform for Shopify brands. It combines product reviews, NPS surveys, and UGC collection in one platform specifically designed for DTC ecommerce. Post-purchase surveys trigger automatically after delivery, with responses linked to order data.

The integration with Shopify is native and deep: reviews display on product pages, NPS data flows to Klaviyo for segmented win-back campaigns, and Okendo loyalty points can be tied to review submissions.

Pricing: $19/month (Essential), $119/month (Standard), custom Enterprise.

Ideal for Shopify brands that want to consolidate product reviews, CSAT, and NPS into one platform with native ecommerce integrations.

Frequently asked questions

Why most NPS programs fail to drive action

Sending surveys at the wrong time is the most common setup error. Batch surveys sent to all customers on the same day regardless of lifecycle stage produce data that is hard to act on, a churned customer and a new customer surveyed simultaneously give feedback about completely different experiences. Trigger surveys based on lifecycle events: post-onboarding (day 30-45), post-renewal, and after significant product usage milestones.

Not following up with Detractors within 48 hours wastes the most valuable data the survey produces. A Detractor who receives a personal follow-up call or email within two business days converts to a Promoter at a measurably higher rate than one who receives a form acknowledgment or no response at all. Design the follow-up workflow, who owns it, what they say, what gets escalated, before the first survey goes out.

Reporting NPS as a single company number hides the signals. A score of 40 with Detractor clusters concentrated among enterprise accounts and first-year customers tells a completely different story than a score of 40 spread evenly across segments. Break NPS down by customer tier, tenure, product line, and region from the start. The segment breakdown is where the actionable findings live.

Low response rates are usually a timing or design problem, not a frequency problem. If response rates fall below 20%, the more likely cause is that surveys arrive at bad moments (immediately after a support issue, during renewal discussions) or the survey itself is too long. Optimize timing and length before reducing survey frequency, cutting frequency usually just produces a smaller but equally unrepresentative sample.

Qualtrics and Medallia: best for enterprise NPS programs

If your NPS program spans multiple business units, regions, and languages - and the results feed into executive dashboards and CRM workflows - Qualtrics XM and Medallia are the two platforms built for that scale. Both hold strong G2 ratings (Qualtrics around 4.4/5 across thousands of reviews, Medallia around 4.5/5), and both go far beyond sending a survey and charting a score.

Qualtrics is the more flexible of the two. Its Text iQ engine runs sentiment and topic analysis on open-ended verbatims, so you can see *why* detractors are unhappy without reading every response by hand. It integrates with Salesforce, ServiceNow, Slack, and Zendesk to trigger closed-loop tickets the moment a low score lands. Pricing is quote-only and lands in enterprise territory - expect five figures annually, with most contracts starting around $1,500-$2,500/month equivalent and rising fast with seats, response volume, and add-on modules. There is no usable free tier for a real program.

Medallia leans harder into operational feedback at high volume - think contact centers, retail floors, and field service. Its strength is connecting NPS to frontline action: role-based dashboards push specific detractor cases to the manager who can fix them, and its Athena AI surfaces themes across millions of responses. Medallia is also quote-only and typically prices above Qualtrics for comparable scope.

Pick one of these only if you genuinely need governance, SSO/SAML, advanced permissions, and multi-survey orchestration. For a single product team running one relationship survey a quarter, both are overkill - you will pay for an implementation consultant and a platform you use 20% of. Buy enterprise when the cost of a fragmented feedback program exceeds the license fee, not before.

Zonka Feedback: best for AI-driven feedback intelligence at scale

Zonka Feedback sits closer to Qualtrics and Medallia than to a self-serve tool like Retently: there is no published pricing on Zonka's own site, only a "Get a Custom Quote" flow, and the company positions itself around large-scale, omnichannel feedback programs rather than a single quick survey. It holds a strong G2 rating, 4.7/5 across 81 reviews, and won 22 G2 badges in the Winter 2026 reports across Experience Management and Feedback Analytics.

The core pitch is its AI Feedback Intelligence layer: automated sentiment and thematic analysis that turns unstructured feedback, survey verbatims, support tickets, reviews, into structured, role-based reporting without someone manually tagging responses. Combined with omnichannel collection (email, SMS, web, in-app, kiosk) and closed-loop workflows that route detractor responses to the right team automatically, it covers similar ground to Qualtrics' Text iQ or Medallia's Athena AI, aimed at teams that want that depth without necessarily committing to either of those two specifically.

Pricing itself is entirely quote-based with no published self-serve tier, so budget the same way you would for Qualtrics or Medallia: expect a sales process, and get a specific number in writing before assuming it is cheaper than the alternatives. Unlike Qualtrics or Medallia, though, you do not have to commit to that sales process just to see the product: Zonka offers a self-serve 14-day free trial with no credit card required, giving full access to Growth and Enterprise features, so you can test the AI analysis quality yourself before any pricing conversation starts.

Consider Zonka if you are already evaluating enterprise-tier VoC platforms and want a third quote to compare against Qualtrics and Medallia, particularly if the AI-driven thematic analysis is the deciding feature. For a single-team, low-volume NPS program, this is the same overkill warning that applies to Qualtrics and Medallia above.

AskNicely: best for service and field-based businesses

AskNicely carved out a clear niche: NPS for businesses where the score depends on a specific person doing a specific job well - home services, franchises, staffing, professional services, and repair or installation crews. It holds a G2 rating near 4.7/5, among the highest in the category, largely because it solves a problem the big platforms treat as an afterthought: tying feedback to the individual who delivered the service.

The standout feature is frontline coaching. When a customer rates their experience, AskNicely attributes that response to the technician, stylist, or rep who served them, then surfaces it on a mobile app that worker actually checks. Frontline staff see their own scores, customer shout-outs, and a personal leaderboard. For owners of multi-location or franchise operations, this turns NPS from a quarterly report into a daily performance habit. It also automates review requests - promoters get nudged to Google or Facebook, which compounds the value beyond the score itself.

AskNicely connects to common service-business stacks including ServiceTitan, Salesforce, HubSpot, and Zendesk, so surveys fire automatically after a job closes rather than on a fixed schedule. Pricing is quote-based and not published; in practice plans commonly start in the few-hundred-dollars-per-month range and scale by contacts and locations, with annual contracts the norm. There is no free plan, and it is not the cheapest option for a simple email survey.

Choose AskNicely if your customer experience lives or dies at the point of service and you want frontline staff to own their scores. If you only need a clean relationship survey sent from marketing, a tool like Retently or Survicate will cost far less and do the job.

Transactional vs relational NPS: when to use each

Most teams run one NPS survey and assume it answers everything. It does not. There are two distinct measurements, and using the wrong one produces scores that are either too noisy to trust or too slow to act on.

Relational NPS asks the broad question - 'How likely are you to recommend us?' - on a fixed cadence, usually quarterly or twice a year, independent of any single interaction. It measures overall brand and product health, and it is the number you report to leadership and benchmark against competitors. Transactional NPS fires right after a specific event: a support ticket closes, an order ships, an onboarding call ends. It measures whether *that* moment worked, and it is the number a team lead uses to fix a broken process this week.

The trap is comparing them or blending them in one dashboard. A relational score of 40 and a post-support score of 65 are not contradictory - they measure different things. Run both, label them clearly, and route them differently: relational to strategy, transactional to operations.

Here is a quick decision guide:

A mature program uses both: relational NPS to know where you stand, transactional NPS to know what to fix next. Start with relational if you have nothing - it is simpler to set up and gives you a baseline. Add transactional surveys once you can actually act on the alerts, because a low score nobody follows up on just annoys the customer twice.