An app to track your NPS

You have a feeling about what your customers think. But feelings don't stop people from canceling.

You need a number. Just one, that tells you if you have a user base of fans or a quiet army of people waiting to leave. That number is the Net Promoter Score (NPS). And you need an app to track it, because spreadsheets don't cut it. A good tool handles everything from asking the question to showing you the trend.

The NPS question is simple: "How likely are you to recommend our business to a friend or colleague?" Customers answer on a 0-10 scale.

• Promoters (9-10): They're your fans. They're happy and will spread the word.
• Passives (7-8): They're satisfied, but not thrilled. They could be swayed by a competitor.
• Detractors (0-6): Unhappy customers who might share their bad experience.

The math is just as simple: NPS = % Promoters - % Detractors. The score can land anywhere from -100 to +100.

What to look for in an NPS app

The survey itself is simple. The real work is what happens after you get a score. The best tools do more than just the math.

1. Reach customers anywhere: Your customers are all over the place, so your survey should be too. Look for apps that can send surveys through email, in-app pop-ups, text messages, or a plain web link. Tools like SurveySparrow and Survicate are good at this.

2. Automate the follow-up: A good tool lets you set up triggers. You could automatically send an NPS survey 30 days after signup, or right after a support chat ends. When a customer leaves a bad score, the system should be able to automatically create a support ticket or ping someone on your team. That’s how you follow up before they churn.

3. See your trends live: You can't wait for a quarterly report. You need a live dashboard showing your NPS over time. It should also let you break down the data. What's the score for customers on the new pricing plan? What about users in Europe? This is how you turn a number into an answer.

Tools for different kinds of companies

Not all NPS software is built for the same job.

• For startups: Tools like Delighted and Jotform have free or cheap plans that are fast to set up. They do the basics well: ask the question, get the score, and show you the feedback.
• For SaaS companies: You need something that connects to your product. Refiner and Userpilot are built for this, letting you trigger surveys inside your app based on what a user does. You could survey them right after they try a new feature.
• For bigger companies: Platforms like Qualtrics and GetFeedback handle a lot more data. They mix NPS with other customer feedback and connect to systems like Salesforce to give you a much bigger picture.

How one score changed a business

I worked with a small e-commerce shop that sold custom dog collars. They thought things were going okay. Sales were flat, but fine. But customers weren't sticking around. They set up a simple NPS survey with a free tool.

The first score came back at -24. The founder saw it on his phone before an early flight and his stomach dropped. But then he started reading the comments—the collars were fine, it was the checkout process. People were getting fed up and abandoning their carts.

They fixed the checkout flow that weekend. Two months later, their NPS was +38.

That's what asking does. You stop guessing. You start knowing. The number is just a starting point. The real work is in reading the comments and finding the patterns. That's where you find out what to fix next.