AI-driven NPS Survey Software To Effortlessly Grow Customer Loyalty

Net Promoter Score (NPS) is a customer loyalty metric that measures how likely customers are to recommend your product or service to others. It's calculated by asking customers to rate their likelihood of recommending your business on a scale of 0-10. NPS is important because it helps you gauge customer satisfaction, predict growth, and identify areas for improvement.

Creating an NPS survey with Zonka Feedback is super simple! Just use the drag-and-drop survey builder to add the NPS question type. If you want to dive deeper behind the customer score, you can easily customize the survey with open-ended follow-up questions for detractors, passives, and promoters. To make the whole process even smoother, you can use our pre-built templates and AI assistance to quickly put together an NPS survey that delivers actionable insights.

Absolutely! Zonka Feedback is a powerful NPS software that offers extensive customization and personalization options for your NPS surveys. You can tailor follow-up questions using survey logic based on a customer’s NPS score—asking detractors (0-6) and passives (7-8) for insights on how to improve, while encouraging promoters (9-10) to leave positive reviews. Additionally, you can use skip logic and branching to create dynamic, targeted surveys that resonate with different customer segments based on criteria like recent scores or demographics.

Different customer segments prefer different communication channels and net promoter score survey software like Zonka Feedback allows you to distribute surveys across email, SMS, in-product, website, mobile apps and more to meet these preferences. Based on your target audience, you can create NPS segmentation and choose the right distribution channel. This would significantly increase response rates and gather more reliable feedback throughout the customer journey.

Absolutely! You can place the NPS question right in the email body, allowing recipients to click on their score without leaving their inbox. You can also embed the survey as a button or link, directing them to a full survey page. For even quicker feedback, there's a one-click response option that records their score instantly. You can even include NPS surveys in your email signature for ongoing feedback with every email you send.

NPS reporting and analytics play a crucial role in helping you identify specific areas for improvement and make data-driven decisions that directly improve customer loyalty and satisfaction. 

For instance, with Location Insights, you can see how different regions are performing and where you might need to focus more attention. Team Performance Reports allow you to analyze how individual team members are impacting customer satisfaction. The Trends Report helps you track changes in your NPS over time, so you can spot patterns and address issues before they escalate.

Zonka Feedback allows you to proactively address NPS survey responses with its automated workflows and AI-powered response management. You can create workflows that automatically trigger specific actions based on whether a customer is a detractor, passive, or promoter. 

For instance, detractors can be flagged for follow-up by your support team, passives can receive personalized offers to improve their satisfaction, and promoters can be encouraged to leave positive reviews. The AI-driven response inbox helps you prioritize critical feedback, ensuring timely and meaningful engagement with each customer to strengthen relationships and boost overall satisfaction.

AI sentiment analysis in NPS surveys goes beyond just capturing customer scores; it delves into the emotions and underlying sentiments behind their feedback. By automatically categorizing responses as positive, neutral, or negative, NPS platforms like Zonka Feedback allows you to understand customer emotions at a deeper level. 

Its AI also identifies key themes and entities mentioned in feedback, such as specific products or service areas, providing insights into what drives customer satisfaction or dissatisfaction. 

Additionally, urgency and intent-based routing ensures that critical feedback is prioritized, with urgent issues being escalated to the right teams for immediate action. This comprehensive approach enables you to tailor responses and actions more effectively, ultimately enhancing the customer experience and promoting loyalty.

Zonka Feedback’s advanced reporting features shines by offering deep, customizable insights beyond just the basic NPS score. You get detailed NPS breakdowns that categorize customers as promoters, passives, or detractors, and link scores to key drivers to see what really impacts loyalty. 

The AI-driven text analysis and word cloud help you quickly identify common themes in feedback, while location-based and agent-based reports let you compare performance across regions and team members. Plus, with trends analysis, you can track how your NPS and customer sentiment evolve over time, making it easier to spot patterns and act on them.

Zonka Feedback boosts your NPS program with over 20 native integrations and 1000+ more via Zapier. You can seamlessly integrate with CRMs like Salesforce and HubSpot for automated surveys and real-time insights, helpdesks like Zendesk for post-interaction surveys, and email tools like ActiveCampaign for targeted campaigns. 

You can also receive real-time NPS alerts through Slack and Teams, and use Zapier, APIs, and webhooks to create custom workflows and sync NPS data across all your systems.

Yes, you can configure the platform to automatically trigger alerts whenever a detractor submits negative feedback, ensuring your team is instantly notified. These alerts can be customized based on specific criteria, such as score thresholds or response urgency, and routed to the right team members. 

Closing the feedback loop with Zonka Feedback is straightforward and impactful. When a detractor submits negative feedback, you can automatically trigger actions like opening a support ticket or scheduling a follow-up call to address their concerns. The case management feature helps you track every step of the resolution process, ensuring nothing falls through the cracks. Plus, with team collaboration and workflows, your team can easily collaborate to resolve issues promptly. 

Absolutely! For passives, you can send targeted follow-up surveys or personalized offers to encourage them to share more feedback and increase their satisfaction. For promoters, you can turn their enthusiasm into brand advocacy by prompting them to leave reviews, share testimonials, or spread the word on social media. With automated workflows and tailored messaging in Zonka Feedback, you can effectively nurture both groups, boosting overall engagement and loyalty.

Absolutely! With SSO and user permission controls, Zonka Feedback ensures secure access management, while data hosting and localization options address your compliance needs. You can also take advantage of features like importing historical data and custom integrations, all while enjoying enterprise-level data security and peace of mind.

Absolutely! Zonka Feedback allows you to deploy NPS surveys at key touchpoints throughout the customer journey, such as after a purchase, a support interaction, or a subscription renewal. By collecting feedback at these critical moments, you can gain insights into customer satisfaction at each stage and take action to improve their experience, ensuring a smoother and more rewarding journey for your customers.

Start by creating your NPS survey using the versatile survey builder, add custom follow-up questions for detractors, passives, and promoters. Distribute the survey across key channels like email, SMS, and in-product prompts to reach customers at the most impactful moments. Use location-based NPS to compare satisfaction across regions and agent-based NPS to assess individual team performance. Automate responses with workflows to quickly address detractors or encourage promoters to leave reviews. 
Finally, leverage advanced reporting and analytics to monitor trends, analyze digital NPS feedback, and continuously refine your NPS strategy.