NPS and Customer Survey Software

Long-running NPS-pure-play leader, factor Momentive corporate orbit and slowing post-2023 velocity.

Delighted is the long-running NPS-pure-play leader, founded 2013. Acquired by SurveyMonkey in 2018 for an undisclosed amount, then carried through the 2021 SurveyMonkey rebrand to Momentive, the failed Zendesk acquisition attempt in February 2022, the Symphony Technology Group take-private of June 2023 at $1.5B, and the partial revert to the SurveyMonkey brand in March 2024 (with Delighted retained as a sub-brand under Momentive). The product centers on fast NPS, CSAT, and CES program setup with email, web, in-app, SMS, and link distribution; closed-loop alerting; basic text analytics on open-ends; and clean Salesforce, HubSpot, Zendesk, Slack, and Segment integrations. Strengths: fastest time-to-value in the category (initial NPS program live in under an hour), clean UX, mature integration set, transparent SMB pricing, and a large installed base across SMB and tech-forward mid-market. Best fit for SMB and mid-market ($1M-$200M revenue, 10-500 employees) wanting to launch structured NPS programs with minimal setup. Trade-offs: product velocity has visibly slowed since the 2023 Symphony Technology Group take-private; AI feature investment has been routed to the broader SurveyMonkey CX module rather than into Delighted itself; pricing escalations of 8-15% have been reported by mid-market buyers at renewal post-2023; executive churn at the Momentive parent during the rebrand-and-revert cycle has affected roadmap continuity; and feature depth around panel management, advanced segmentation, and B2B account-level closed-loop sits below AskNicely and Retently.

Modern NPS-pure-play with frontline operational closed-loop, raised $25M Series B in 2020.

AskNicely is the modern NPS-pure-play platform with strongest frontline operational closed-loop, founded 2014 in Auckland with US HQ in Portland. Last major round was a $25M Series B in October 2020, with private growth funding since. The product centers on NPS, CSAT, and CES measurement plus a frontline workflow that routes detractor and promoter signals to operations managers (location managers, account managers, service technicians) for action, with leaderboards, coaching prompts, and team-level reporting. Strengths: strongest frontline operational closed-loop in the category (Delighted and SurveyMonkey CX stop at CRM alerting), strong fit for multi-location service businesses (franchise, hospitality, fitness, home services) and B2B SaaS with field teams, mature segmentation and account-level reporting, transparent mid-market pricing, and stable founder-led execution since 2014. Best fit for multi-location service businesses (50-5,000 employees) and B2B SaaS ($10M-$500M revenue) where frontline managers need NPS in their daily workflow. Trade-offs: UX is denser than Delighted (more screens, more configuration), pricing scales faster than NPS-pure-play SMB tools at lower volumes, AI text analytics depth sits below full VoC platforms, integration count narrower than Delighted (about 30 vs Delighted 40), and Support quality reportedly variable since 2023 expansion.

NPS module inside the InMoment XI Platform after 2019 acquisition, standalone brand thinning.

Wootric is the NPS module inside the InMoment XI Platform, founded 2014 as a standalone NPS-pure-play and acquired by InMoment in May 2019. InMoment is PE-backed by Madison Dearborn Partners and has rolled Wootric into the broader InMoment XI experience-improvement platform; the standalone Wootric brand has progressively thinned, with new buyers increasingly directed to InMoment XI rather than a Wootric-only deal. The product centers on NPS, CSAT, and CES collection through email, web, and in-app, with closed-loop alerting and integration into the InMoment AI Spotlight text-analytics engine. Strengths: AI text analytics depth materially above other NPS-pure-play tools (inherited from the InMoment XI Platform), strong fit when you are already buying InMoment for broader VoC, mature B2B account-level reporting, and Salesforce plus HubSpot integration. Best fit for existing InMoment XI customers wanting NPS as one input alongside other VoC signals. Trade-offs: standalone Wootric experience has thinned post-acquisition (existing customers report fewer Wootric-specific feature releases, sales increasingly pushes InMoment XI bundle), pricing opaque and bundled into InMoment XI deals (typically $25K-$120K per year minimum), implementation complexity inherits from the broader InMoment XI platform (4-12 weeks typical), and the Wootric brand is uncertain medium-term inside the InMoment portfolio.

NPS and CX module of SurveyMonkey, factor Symphony Tech Group vendor trust pattern.

SurveyMonkey CX is the dedicated NPS and customer experience module of SurveyMonkey, launched 2017 inside what was then SurveyMonkey Enterprise and carried through the 2021 rebrand to Momentive, the failed Zendesk acquisition attempt of February 2022, the Symphony Technology Group take-private of June 2023 at $1.5B, and the partial revert to the SurveyMonkey brand in March 2024. The product covers NPS, CSAT, and CES surveys with email, web, and link distribution, closed-loop alerting, basic text analytics, and integration with SurveyMonkey base for broader survey programs. Strengths: tight integration with the SurveyMonkey installed base (one vendor relationship for surveys plus NPS), familiar SurveyMonkey UX for existing customers, broad CRM and support integrations, and competitive bundled pricing when you are already a SurveyMonkey customer. Best fit for orgs already standardized on SurveyMonkey base wanting NPS without a separate vendor relationship. Trade-offs: SurveyMonkey CX inherits the full Momentive vendor trust gap (rebrand, failed acquisition, take-private, partial revert, executive churn), AI feature velocity below Typeform-class survey tools and below dedicated VoC platforms, NPS-specific workflow depth below AskNicely and Retently, post-2023 pricing escalations of 8-15% reported, and the post-take-private Symphony Tech Group margin-expansion pattern affects renewal posture.

NPS-specialized platform for mid-market with mature segmentation, narrower velocity than category leaders.

Promoter.io is an NPS-specialized platform founded 2013 in Austin, privately-held with limited public funding disclosure since the 2016-2018 growth phase. The product covers NPS, CSAT, and CES with email, web, and in-app distribution, mature segmentation, closed-loop alerting, and integrations with Salesforce, HubSpot, Zendesk, and Slack. Strengths: pure NPS specialization for mid-market, mature account-level segmentation, transparent mid-market pricing, founder-led stable execution, and predictable renewals (no PE pattern). Best fit for mid-market B2B SaaS and service businesses ($10M-$200M revenue) wanting NPS specialization without enterprise XM platform commitment. Trade-offs: product velocity narrower than category leaders (Delighted, AskNicely, Retently are shipping AI and frontline-workflow features faster), AI text analytics depth limited, brand recognition below Delighted, integration count narrower than Delighted, and Support depth varies by tier.

UK-built one-click email CSAT and NPS for non-technical buyers wanting embed-in-email simplicity.

Customer Thermometer is the UK-built one-click email CSAT and NPS platform, founded 2010 in Oxford. Privately-held, founder-led, with deep installed base across UK SMB and global support teams. The product centers on one-click email feedback (a four-button image embedded directly in email signature or transactional email), with simple closed-loop alerting and basic reporting. Strengths: simplest setup in the category (no respondent landing page, single-click response in email client), strong UK and EU presence, GDPR-native compliance (UK Oxford-hosted), transparent SMB pricing, and founder-led stable execution since 2010. Best fit for non-technical buyers wanting embed-in-email simplicity for support CSAT, internal team feedback, or simple NPS without survey complexity. Trade-offs: dramatically less feature depth than Delighted, AskNicely, or Retently (no advanced segmentation, no in-app widget, limited text analytics, no AI), pricing scales fast at higher contact volumes, integrations limited (about 20 vs Delighted 40), and not a fit for structured NPS programs at mid-market or enterprise scale.

Modern NPS plus CSAT plus CES platform for B2B SaaS SMB at affordable pricing.

Retently is a modern NPS plus CSAT plus CES platform founded 2014, with offices in Chisinau (Moldova) and Delaware (US). Privately-held, bootstrapped per public statements. The product covers NPS, CSAT, and CES collection through email, web, in-app, and SMS, with closed-loop alerting, basic text analytics, and integrations with Salesforce, HubSpot, Zapier, Slack, and Intercom. Strengths: all three metrics (NPS plus CSAT plus CES) in one affordable tool, modern UX, transparent SMB pricing, multi-language support, bootstrapped stable execution, and strong Intercom integration for B2B SaaS. Best fit for B2B SaaS SMB ($1M-$50M revenue, 5-200 employees) wanting all three metrics without separate vendor relationships. Trade-offs: brand recognition below Delighted and AskNicely, integration count narrower than Delighted (about 25 vs 40), enterprise XM depth absent, AI text analytics limited, and Support quality reportedly variable for free-tier users.

ProProfs-owned in-app survey and NPS platform with limited brand attention inside sprawling ProProfs portfolio.

Qualaroo is the in-app survey and NPS platform, founded 2012 and acquired by ProProfs in 2018. ProProfs operates a sprawling product portfolio (training, quiz maker, knowledge base, project management, survey, chat, help desk, picture survey, and Qualaroo) under common ownership, and Qualaroo competes for roadmap attention inside that portfolio. The product centers on in-app and on-website survey targeting (Nudges), NPS, CSAT, and CES collection, basic text analytics, and integrations with Salesforce, HubSpot, and Slack. Strengths: strong in-app and on-website targeting (Nudges), NPS plus CSAT plus CES coverage, mature targeting rules (URL, behavior, segmentation), transparent mid-market pricing, and useful for product teams wanting on-site feedback. Best fit for product and growth teams wanting in-app and on-website micro-survey targeting at mid-market scale. Trade-offs: ProProfs portfolio attention is sprawling (Qualaroo competes with 10+ sister products for roadmap focus), brand recognition limited despite 2012 founding, AI feature velocity below Delighted and Retently, Support quality reportedly variable across ProProfs portfolio, integration count limited (about 20), and the ProProfs vendor experience is reportedly inconsistent.

IT and MSP-focused simple CSAT and NPS embedded in ConnectWise, HaloPSA, and Autotask.

Simplesat is the IT and MSP-focused CSAT and NPS platform, founded 2018 in Lehi, Utah. Privately-held, founder-led. The product centers on ticket-level CSAT and NPS embedded into PSA tools used by IT service providers and managed service providers: ConnectWise PSA, HaloPSA, Autotask, Freshservice, ServiceNow, and Zendesk. Strengths: strongest PSA integration in the category (ConnectWise, HaloPSA, Autotask are dominant in IT and MSP), simple one-click CSAT in ticket-close emails, transparent SMB pricing, founder-led stable execution, and tight fit for IT and MSP buyer workflow. Best fit for IT service providers and managed service providers (5-200 employees) running ticket-level CSAT and NPS against PSA workflows. Trade-offs: narrow target market (IT and MSP, not general SMB or B2B SaaS), brand recognition limited outside MSP community, feature depth dramatically below Delighted and AskNicely for non-MSP use cases, AI text analytics limited, and not a fit for relational NPS programs or non-ticket-anchored feedback.

Support-centric CSAT and NPS embedded in Zendesk, Freshdesk, and Help Scout for support teams.

Nicereply is the support-centric CSAT and NPS platform, founded 2010 in Bratislava, Slovakia. Privately-held, bootstrapped per public statements, founder-led. The product centers on per-ticket and per-agent CSAT, NPS, and CES feedback embedded in customer-support workflows: Zendesk, Freshdesk, Help Scout, Front, Intercom, LiveAgent, and Pipedrive. Strengths: tight integration with major support help-desk platforms (Zendesk, Freshdesk, Help Scout, Front), agent-level scorecards and leaderboards, transparent SMB pricing, founder-led stable execution since 2010, EU-hosted with GDPR-native compliance, and multi-language survey support. Best fit for customer-support teams (10-500 agents) wanting per-ticket and per-agent CSAT and NPS embedded in help-desk workflow. Trade-offs: narrow focus on support workflows (not a fit for relational NPS, marketing CSAT, or product feedback), feature depth below Delighted for non-support use cases, brand recognition below Delighted and AskNicely, AI text analytics limited, and Support team focus means less B2B account-level closed-loop than AskNicely.