8 Best Free Tools for Measuring Net Promoter Score

Flora An

·June 10, 2025

·15 min read

How do you know if your customers love your brand? That’s where NPS comes in. Net Promoter Score is a simple yet powerful metric for understanding customer loyalty and satisfaction. It helps you identify how many customers are willing to recommend your business to others. Companies with high NPS scores often grow more than twice as fast as their competitors, thanks to loyal customers who act as brand ambassadors. For startups and small businesses, free NPS tools offer a golden opportunity to analyze customer feedback without breaking the bank. A 10+ point rise in NPS can even boost upsell revenue by 3.2%—proof of its financial impact. This blog will show you the best free tools to improve your net promoter score analysis and gain actionable insights into customer satisfaction, including how Sobot can enhance your customer interactions and drive better NPS results.

What is Net Promoter Score (NPS)?

Definition of NPS

Net Promoter Score (NPS) is a widely used metric for measuring customer loyalty and satisfaction. It’s based on a simple question: “How likely are you to recommend [our product/service] to a friend or colleague?” Customers respond on a scale from 0 to 10, and their answers fall into three categories:

Promoters (9-10): Enthusiastic customers who love your brand and actively recommend it.
Passives (7-8): Satisfied but not overly enthusiastic customers.
Detractors (0-6): Unhappy customers who may discourage others from using your services.

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters. Scores range from -100 (all Detractors) to +100 (all Promoters). A positive score means more customers are happy with your brand than not.

💡 Fun Fact: NPS was introduced by Frederick Reichheld in 2003 and has since become a gold standard for evaluating customer loyalty across industries.

Why NPS is essential for customer satisfaction and loyalty

You might wonder why NPS matters so much. Well, it’s not just a number—it’s a window into how your customers feel about your business. Companies with high NPS scores often see stronger customer loyalty, higher retention rates, and even increased revenue.

For example:

In B2C industries, transactional NPS helps you understand customer experiences right after a purchase.
In B2B industries, relational NPS focuses on long-term relationships, helping you reduce churn.

Tracking NPS over time allows you to spot trends, address issues, and improve customer satisfaction. Pairing NPS with customer feedback gives you actionable insights to enhance your services.

How NPS is calculated (Promoters, Passives, Detractors)

Calculating NPS is straightforward. First, collect responses to the NPS question. Then, categorize them:

Promoters (9-10): These are your brand advocates. They’re likely to recommend your business and drive growth.
Passives (7-8): They’re neutral. While they won’t harm your brand, they’re not actively promoting it either.
Detractors (0-6): These customers are dissatisfied and may harm your reputation through negative word-of-mouth.

Finally, use this formula:

NPS = (% of Promoters) - (% of Detractors)

For example, if 60% of your customers are Promoters and 20% are Detractors, your NPS would be 40.

📊 Pro Tip: Tools like Sobot’s Voice/Call Center can help you gather and analyze NPS data efficiently, offering real-time insights into customer sentiment.

Why Use Free Tools for Net Promoter Score Analysis?

Benefits of free NPS tools for businesses

Free NPS tools are a game-changer, especially for startups and small businesses. They let you measure customer loyalty and satisfaction without adding to your expenses. By using these tools, you can independently conduct customer research, saving money you’d otherwise spend on external agencies.

Here’s why free NPS tools are worth considering:

They enhance customer retention. Satisfied customers stick around, ensuring stable revenue.
They drive revenue growth. Loyal customers often bring referrals, boosting your bottom line.
They’re cost-effective. Collecting feedback in-house is much cheaper than outsourcing.

Benefit	Explanation
Enhances customer retention	Satisfied customers tend to remain loyal, leading to stable income and repeat purchases.
Drives revenue growth	Companies with high NPS scores often see growth, as loyal customers bring in new referrals.
Cost-effective feedback collection	Using NPS tools in-house reduces costs compared to hiring external firms for customer research.

Did you know that a 5% increase in customer retention can lead to a 25%-95% profit boost? That’s according to the Harvard Business Review. Free NPS tools make it easier to achieve this by helping you understand what keeps your customers happy.

How free tools can help improve customer satisfaction and loyalty

Free NPS tools don’t just measure satisfaction—they help you improve it. By analyzing customer feedback, you can identify what’s working and what’s not. For example, HotelTonight used NPS survey tools to gather feedback and improve their services, eventually achieving an NPS score of 75.

Promoters, or your happiest customers, are four times more likely to repurchase and seven times more likely to try new products. If something goes wrong, they’re also five times more likely to forgive. Free NPS platforms help you identify these loyal customers and nurture their loyalty further.

Sobot’s Voice/Call Center is a great example of how technology can enhance customer experience. It offers real-time insights into customer sentiment, helping you address issues quickly and effectively. This kind of dedicated NPS software ensures you’re always one step ahead in improving customer satisfaction.

Overcoming common limitations of free NPS tools

Free NPS tools aren’t perfect. They can sometimes oversimplify customer feedback, making it hard to get actionable insights. However, you can overcome this by pairing NPS with other metrics like CSAT (Customer Satisfaction Score) or CES (Customer Effort Score). These additional metrics provide a more comprehensive view of your customer experience.

For businesses looking for more robust solutions, tools like Sobot’s dedicated NPS dashboard offer advanced features. These include AI-powered analytics and seamless integration with your existing systems. Such features help you turn raw data into meaningful actions, ensuring your NPS measurement efforts lead to real improvements.

💡 Pro Tip: Combine NPS with other feedback tools to get a clearer picture of your customers’ needs and expectations.

Selection Criteria for the Best NPS Tools

Choosing the right NPS tools can feel overwhelming, especially with so many options available. To make the process easier, focus on tools that align with your business needs and offer features that enhance customer satisfaction and loyalty. Here’s what you should look for:

Key features to look for in NPS software

Not all NPS platforms are created equal. The best ones come with features that simplify net promoter score analysis and improve customer feedback collection. Here are three must-haves:

Key Feature	Description
Survey Customization and Branding	Personalize your surveys with your brand’s logo, colors, and messaging. This makes customers feel more connected and increases response rates.
Audience Segmentation	Target specific customer groups based on lifecycle stages or CRM data. This ensures you’re collecting feedback from the right people at the right time.
Survey Channels	Use multiple channels like email, SMS, or in-app surveys to reach customers wherever they are. This flexibility boosts engagement and helps you gather more actionable insights.

For example, Sobot’s Voice/Call Center integrates seamlessly with your CRM, enabling you to segment audiences and send personalized surveys. This ensures your NPS measurement efforts are both effective and efficient.

Ease of integration with existing systems

You don’t want to spend weeks trying to integrate new software into your existing setup. The best NPS software should work effortlessly with your CRM, helpdesk, or other tools. This saves time and ensures you can start collecting NPS scores quickly.

Feature	Significance
Ease of Integration	Simplifies the process of adopting the tool, ensuring quick implementation.

Sobot’s omnichannel solution is a great example. It connects with platforms like Salesforce and Shopify, making it easy to unify customer data. This integration helps you deliver a seamless customer experience while improving customer loyalty.

🛠️ Tip: Avoid overly complex tools if your needs are simple. They can lead to frustration and wasted resources.

Data analysis and reporting capabilities

Collecting NPS data is just the first step. The real value lies in analyzing it to uncover trends and actionable insights. Look for tools with advanced reporting features that go beyond basic metrics.

Feature	Significance
Advanced Reporting Capabilities	Enhances data analysis, providing deeper insights into customer feedback.

Dedicated NPS software like Sobot’s Voice/Call Center offers real-time dashboards and AI-powered analytics. These features help you track customer sentiment, identify pain points, and take action to improve customer satisfaction. With such tools, you can turn raw data into strategies that boost NPS scores and drive growth.

📊 Pro Tip: A dedicated NPS dashboard can help you visualize trends and make data-driven decisions faster.

The 8 Best Free Tools for Measuring NPS

Tool #1: SurveySparrow

SurveySparrow is one of the best NPS tools for creating engaging surveys. Its conversational interface makes it easy for customers to respond, boosting completion rates. You can design surveys that feel like a chat, which makes the process less formal and more enjoyable for your audience.

SurveySparrow offers features like recurring surveys, audience segmentation, and detailed reporting. These tools help you track NPS scores over time and identify trends in customer satisfaction. For example, a retail business used SurveySparrow to send automated NPS surveys after every purchase. This helped them pinpoint areas for improvement and increase their NPS by 15 points within six months.

The platform also integrates with popular CRMs like Salesforce, making it easier to manage customer feedback. If you’re looking for a user-friendly option to improve your NPS measurement, SurveySparrow is a great choice.

🛠️ Tip: Use SurveySparrow’s recurring survey feature to collect feedback regularly and stay updated on customer sentiment.

Tool #2: Google Forms

Google Forms is a simple yet effective tool for conducting NPS surveys. It’s completely free and easy to use, making it ideal for startups and small businesses. You can create surveys in minutes and share them via email or social media.

While Google Forms doesn’t offer advanced features like dedicated NPS software, it’s perfect for basic net promoter score analysis. You can customize your surveys with branding elements like logos and colors to make them more appealing. Plus, the platform provides basic reporting tools to help you analyze customer feedback.

For example, a small bakery used Google Forms to collect NPS scores from customers after each visit. They discovered that their detractors often mentioned long wait times. By addressing this issue, the bakery improved its NPS by 10 points and increased customer loyalty.

📊 Pro Tip: Pair Google Forms with a spreadsheet tool like Google Sheets to analyze NPS data and uncover trends in customer satisfaction.

Tool #3: Trustmary

Trustmary specializes in helping businesses collect and showcase customer feedback. It’s an excellent option for measuring NPS and turning positive feedback into testimonials. The platform allows you to create surveys that not only measure NPS but also gather detailed insights into customer experience.

One standout feature is Trustmary’s ability to convert promoters into advocates. After completing an NPS survey, customers can leave testimonials or reviews directly on the platform. This helps you build trust and attract new customers.

For instance, a SaaS company used Trustmary to collect NPS scores and testimonials from promoters. They displayed these testimonials on their website, which boosted conversions by 20%. Trustmary also integrates with CRMs and marketing tools, making it easy to manage feedback and improve customer satisfaction.

💡 Note: Use Trustmary to identify promoters and encourage them to share their positive experiences with your brand.

Tool #4: Simplesat

Simplesat is a fantastic option if you’re looking for a straightforward way to measure NPS. It’s designed to make collecting and analyzing customer feedback as easy as possible. With its drag-and-drop survey builder, you can create customized surveys that match your brand’s style. Whether you want to embed surveys in emails or share them via a unique link, Simplesat has you covered.

One of its standout features is the ability to collect real-time feedback. Imagine sending an NPS survey after a customer interaction and instantly knowing how they felt about the experience. This quick feedback loop helps you address issues before they escalate. For example, a small IT company used Simplesat to track NPS scores after every support ticket. They noticed a dip in satisfaction during peak hours and adjusted staffing levels, improving their NPS by 12 points in just three months.

Simplesat also integrates seamlessly with tools like Slack and HubSpot, so you can keep your team in the loop. If you’re looking for a tool that simplifies NPS measurement while offering actionable insights, Simplesat is worth exploring.

💡 Tip: Use Simplesat’s Slack integration to notify your team whenever a detractor submits feedback. This ensures you can act quickly to resolve issues.

Tool #5: SightMill

SightMill is another excellent choice for businesses that want to improve customer satisfaction through NPS surveys. It’s particularly useful for gathering feedback across multiple channels, including email, website pop-ups, and even SMS. This flexibility ensures you can reach your customers wherever they are.

What sets SightMill apart is its focus on automation. You can set up automated surveys to trigger after specific customer interactions, like completing a purchase or contacting support. This makes it easy to collect consistent feedback without manual effort. For instance, a mid-sized e-commerce store used SightMill to send automated NPS surveys after every order. They discovered that customers rated their packaging poorly, so they revamped it. The result? A 20% increase in repeat purchases and a noticeable boost in their NPS.

SightMill also offers detailed analytics to help you understand trends in customer sentiment. Its reporting tools make it easy to identify patterns and take action. Plus, it integrates with platforms like Zapier, allowing you to connect it with your existing systems.

📊 Pro Tip: Use SightMill’s analytics to segment your NPS data by customer type. This helps you tailor your strategies for different audience groups.

Tool #6: Survicate

Survicate is a powerful tool for businesses that want to go beyond basic NPS surveys. It offers a range of survey templates, including NPS, CSAT, and CES, so you can get a comprehensive view of your customer experience. The platform is user-friendly, making it easy to design and distribute surveys in minutes.

One of Survicate’s best features is its ability to embed surveys directly into your website or app. This ensures you can collect feedback at the exact moment customers interact with your brand. For example, a SaaS company used Survicate to gather NPS scores from users right after they completed a key feature. This real-time feedback helped them identify usability issues and improve their product, leading to a 15% increase in customer retention.

Survicate also excels in data analysis. Its dashboard provides clear visualizations of your NPS data, helping you spot trends and make informed decisions. And with integrations for tools like Intercom and Google Analytics, you can easily sync your feedback data with other platforms.

🛠️ Note: Survicate’s free plan is perfect for small businesses. It offers enough features to get started with NPS measurement without any upfront costs.

Tool #7: CustomerHero

CustomerHero is a fantastic option if you're looking for a tool that combines simplicity with powerful features. It’s designed to help you measure nps effectively while gathering deeper insights into customer sentiment. With CustomerHero, you can create engaging surveys that capture honest feedback from your audience. The platform supports multiple channels, so you can reach your customers via email, SMS, or even in-app notifications.

One standout feature of CustomerHero is its ability to analyze customer feedback in real time. Imagine sending out an nps survey and instantly spotting trends in customer satisfaction. For example, a small online retailer used CustomerHero to track nps scores after every purchase. They discovered that their shipping times were a common complaint among detractors. By addressing this issue, they boosted their nps by 18 points in just two months.

CustomerHero also offers integrations with popular CRMs, making it easy to sync your data and streamline your workflow. If you're searching for a tool that simplifies nps measurement while delivering actionable insights, CustomerHero is worth considering.

💡 Tip: Use CustomerHero’s segmentation feature to target specific customer groups. This ensures you’re collecting feedback from the right audience at the right time.

Tool #8: Sobot Voice/Call Center

Sobot Voice/Call Center is more than just a communication tool—it’s a game-changer for nps measurement. Designed to enhance customer interactions, this platform offers everything you need to collect and analyze nps data efficiently. Whether you’re running a small business or managing a large enterprise, Sobot’s features make it easy to gather actionable insights from your customers.

What sets Sobot apart is its intelligent IVR system. You can customize greetings, build menus, and route calls to the right agents—all with a simple drag-and-drop interface. This ensures your customers have a seamless experience, which directly impacts their nps scores. For instance, a global electronics brand like Samsung used Sobot to unify their communication channels. The result? A 30% increase in agent efficiency and a 97% customer satisfaction rate.

Sobot also excels in real-time data analysis. Its dashboard provides instant insights into customer sentiment, helping you identify promoters, passives, and detractors. With features like AI-powered voicebots and smart call routing, you can address issues quickly and improve customer loyalty. Plus, Sobot integrates effortlessly with your existing systems, so you can start collecting nps data without any hassle.

If you’re serious about improving your nps, Sobot Voice/Call Center is one of the best nps tools available. It’s not just about measuring scores—it’s about creating experiences that turn customers into lifelong promoters.

📊 Pro Tip: Use Sobot’s time zone support feature to schedule surveys at optimal times. This increases response rates and ensures you’re getting accurate feedback.

Comparison Table of the Best NPS Tools

Key features comparison

When choosing the right NPS tool, understanding its features is crucial. Here’s a quick comparison of the top tools:

Tool	Customization	Integration	Reporting	Unique Feature
SurveySparrow	Highly customizable surveys	Integrates with CRMs like Salesforce	Detailed reporting with trends	Conversational survey interface
Google Forms	Basic branding options	Limited integration	Basic reporting	Completely free and easy to use
Trustmary	Customizable surveys	CRM and marketing tool integration	Converts feedback into testimonials	Promoter-to-advocate conversion
Simplesat	Drag-and-drop survey builder	Slack and HubSpot integration	Real-time feedback analysis	Instant feedback notifications
SightMill	Automated surveys	Zapier integration	Analytics for sentiment trends	Multi-channel survey distribution
Survicate	Website and app embedding	Intercom and Google Analytics	Clear visualizations	Comprehensive survey templates
CustomerHero	Multi-channel survey support	CRM integration	Real-time sentiment analysis	Segmentation for targeted feedback
Sobot Voice/Call Center	Intelligent IVR and AI voicebots	Seamless CRM integration	Real-time dashboards	Time zone support for optimal surveys

🛠️ Tip: If you need advanced analytics and seamless integration, Sobot Voice/Call Center stands out with its AI-powered features and global reach.

Pros and cons summary

Every tool has strengths and weaknesses. Here’s a breakdown:

Benefits of NPS Tools	Limitations of NPS Tools
Simple for survey respondents to understand and quick to complete	Bucketing all scores from 0 to 6 as 'detractors' may overlook valuable insights.
Tracks customer loyalty and sentiment over time	Transactional NPS isn’t ideal for every touchpoint.
Generates numeric data and open-text customer feedback	Without context or follow-up, your score becomes just a metric, not actionable data.
Identifies unhappy customers before they churn	Doesn’t explain why customers responded the way they did unless paired with open-ended feedback.

💡 Note: Pairing NPS surveys with tools like Sobot’s Voice/Call Center ensures you get actionable insights, not just numbers.

Best use cases for each tool

Different tools shine in different scenarios. Here’s how you can use them effectively:

SurveySparrow: Perfect for engaging surveys in retail or e-commerce.
Google Forms: Ideal for startups needing a free, simple solution.
Trustmary: Great for turning promoters into advocates in SaaS or service industries.
Simplesat: Works well for IT companies needing instant feedback after support tickets.
SightMill: Best for automated surveys in mid-sized businesses.
Survicate: Excellent for embedding surveys in apps or websites for SaaS companies.
CustomerHero: Tailored for targeted feedback in online retail.
Sobot Voice/Call Center: Perfect for global enterprises needing real-time sentiment analysis and seamless integration.

📊 Pro Tip: Use Sobot’s AI-powered voicebots to identify detractors and address their concerns before they churn.

Measuring your nps is more than just tracking a number—it’s about understanding your customers and improving their experience. The right tool can make all the difference. Think about your business needs. Do you need real-time insights, seamless integration, or global reach? Tools like Sobot Voice/Call Center offer these features and more. With its AI-powered analytics and intuitive design, you can turn customer feedback into actionable strategies. Start today and see how improving your nps can transform your customer relationships.

FAQ

What is the best way to collect NPS data?

You can collect NPS data through surveys sent via email, SMS, or phone calls. Tools like Sobot Voice/Call Center make this easy by automating survey distribution and analyzing responses in real time. This ensures you get accurate feedback quickly.

How often should you measure NPS?

Measure NPS regularly, such as quarterly or after key customer interactions. Frequent tracking helps you spot trends and address issues early. For example, Sobot’s AI-powered analytics can provide instant insights after every customer call.

Can NPS improve customer loyalty?

Absolutely! High NPS scores indicate loyal customers who are likely to recommend your brand. Sobot’s omnichannel solutions help you enhance customer experiences, turning passives into promoters and boosting loyalty.

What’s the difference between transactional and relational NPS?

Transactional NPS measures satisfaction after specific interactions, like a purchase. Relational NPS tracks overall loyalty over time. Sobot’s tools can handle both, offering flexibility based on your business needs.

How does Sobot help with NPS measurement?

Sobot’s Voice/Call Center offers features like intelligent IVR, real-time dashboards, and AI-powered voicebots. These tools simplify NPS collection and analysis, helping you improve customer satisfaction and loyalty effortlessly.