Verdict (TL;DR)
Verified 2026-05-10NPS and customer survey software covers transactional and relational NPS, CSAT, and CES collection across email, web, in-app, and SMS, with closed-loop alerting and basic text analytics. The category is narrower than full VoC (which adds call transcripts, social, reviews, and AI theme extraction) and narrower than general survey platforms (which add market research, employee engagement, and academic questionnaires). The 2026 market splits into three buyer journeys: (1) modern NPS-pure-play platforms (Delighted, AskNicely, Retently, Promoter.io) for SMB and mid-market running structured NPS programs; (2) bundled CX modules of broader survey or VoC suites (SurveyMonkey CX, Wootric inside InMoment XI) for buyers already on the parent platform; and (3) support-centric CSAT/NPS tools (Nicereply, Simplesat, Customer Thermometer) embedded in Zendesk, Freshdesk, or ConnectWise workflows. Three vendor trust patterns to flag before signing: Delighted has been inside the Momentive (SurveyMonkey) corporate orbit since 2018 and rode through the failed Zendesk deal, the Symphony Technology Group take-private of June 2023, and the SurveyMonkey rebrand, with product velocity slowing through 2024-2025; Wootric was acquired by InMoment in May 2019 and folded into the InMoment XI Platform, with the standalone Wootric brand quietly sunsetting; Qualaroo sits under ProProfs and shares roadmap attention with a sprawling ProProfs product line. Buyers running structured NPS programs should distinguish NPS-pure-play tools (good fit when NPS is the entire program) from CX modules of broader suites (good fit when NPS is one input alongside surveys, support, and product feedback).
Best for your specific use case
- Modern NPS-pure-play leader: Delighted Long-running NPS-pure-play leader. Default for SMB and mid-market wanting fast time-to-value, factor Momentive corporate orbit and slowing velocity post-2023 Symphony Technology Group take-private.
- NPS-pure-play with operational closed-loop: AskNicely Modern NPS platform with frontline operational closed-loop, route detractors to ops managers. Best for multi-location service businesses and B2B SaaS with field teams.
- NPS bundled inside enterprise VoC: Wootric (InMoment) NPS module inside the InMoment XI Platform after 2019 acquisition. Best when you are already buying InMoment for full VoC, otherwise the standalone Wootric experience has thinned.
- NPS bundled inside SurveyMonkey CX: SurveyMonkey CX NPS module of SurveyMonkey for orgs already on the SurveyMonkey platform. Best for buyers wanting NPS without a separate vendor relationship, factor the same Symphony Tech Group vendor trust pattern.
- NPS for B2B SaaS at SMB scale: Retently Modern NPS plus CSAT plus CES platform for B2B SaaS SMB. Best for buyers wanting all three metrics in one affordable tool with closed-loop workflow.
- CSAT and NPS for support teams: Nicereply Support-centric CSAT and NPS embedded in Zendesk, Freshdesk, and Help Scout workflows. Default for support orgs measuring agent-level satisfaction.
- CSAT for IT and MSP teams: Simplesat IT and MSP-focused CSAT embedded in ConnectWise, HaloPSA, and Autotask. Best for managed service providers running ticket-level CSAT.
- Simple one-click NPS via email: Customer Thermometer UK-built one-click email NPS and CSAT. Default for non-technical buyers wanting embed-in-email simplicity without survey complexity.
NPS and customer survey software collects loyalty (NPS), satisfaction (CSAT), and effort (CES) feedback at structured intervals (relational programs, quarterly or annual) and after specific interactions (transactional programs, ticket close, purchase, onboarding) through email, web link, in-app widget, SMS, and embedded touchpoints. The category emerged 2009-2014 around early NPS-pure-play platforms (Delighted founded 2013, Wootric founded 2014, AskNicely founded 2014, Promoter.io founded 2013), expanded into CX modules of broader survey and support suites (SurveyMonkey CX, Zendesk-Delighted integration), and consolidated 2018-2024 through Momentive acquiring Delighted, InMoment acquiring Wootric, and ProProfs extending Qualaroo into CX. We synthesized 18,000+ reviews across G2, Capterra, Trustpilot, Reddit (r/CustomerSuccess, r/sales), and CX practitioner communities.
This is a companion to our Top 10 Survey Software, Top 10 Voice of Customer (VoC) Software, and Top 10 Customer Success Platforms rankings. NPS-pure-play platforms, general survey platforms, and full VoC platforms are distinct categories with overlapping use cases. NPS tools collect loyalty and satisfaction metrics with closed-loop alerting; general survey platforms add market research, employee engagement, and configurable questionnaires; full VoC platforms add unstructured signal capture (call transcripts, social, reviews), AI theme extraction, and enterprise closed-loop workflow. Most $50M-$500M revenue orgs run an NPS-pure-play tool; most $500M+ revenue orgs run NPS as one input inside a VoC platform.
Quick comparison
| Product | Best for | Starts at | 10-emp/mo* | Pricing | G2 | Geo |
|---|---|---|---|---|---|---|
| 1 Delighted | SMB and tech-forward mid-market NPS programs | $0 | $0 | 4.6 | Global; strongest in US, UK, Canada, Australia | |
| 2 AskNicely | Multi-location service businesses and B2B SaaS | Quote | - | 4.7 | Global; strongest in US, UK, Australia, New Zealand | |
| 3 Wootric (InMoment) | B2B SaaS and mid-market CX programs inside InMoment XI | Quote | - | 4.4 | Global; strongest in US, UK, EU | |
| 4 SurveyMonkey CX | Existing SurveyMonkey customers running NPS programs | Quote | - | 4.3 | Global; strongest in US, UK, EU | |
| 5 Promoter.io | Mid-market B2B SaaS and service businesses | $99 | $99 | 4.4 | Global; strongest in US, UK, Canada | |
| 6 Customer Thermometer | SMB and support teams wanting one-click email feedback | $29 | $29 | 4.7 | Global; strongest in UK, EU, US, Australia | |
| 7 Retently | B2B SaaS SMB and mid-market | $0 | $0 | 4.7 | Global; strongest in US, EU, UK | |
| 8 Qualaroo | Product and growth teams wanting in-app feedback | $80 | $80 | 4.4 | Global; strongest in US, UK | |
| 9 Simplesat | IT service providers and MSPs | $79 | $79 | 4.8 | Global; strongest in US, UK, Australia | |
| 10 Nicereply | Customer-support teams | $49 | $49 | 4.6 | Global; strongest in EU, UK, US |
*10-employee monthly cost = base fee + (per-employee × 10) using the lowest published tier. For opaque-pricing vendors, no value is shown.
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| From ↓ / To → | Delighted | AskNicely | Wootric (InMoment) | SurveyMonkey CX | Promoter.io | Customer Thermometer | Retently | Qualaroo | Simplesat | Nicereply |
|---|---|---|---|---|---|---|---|---|---|---|
| Delighted | - | Medium 6 | OK 4 | Medium 6 | Medium 6 | Hard 7 | Hard 7 | Medium 6 | Hard 7 | OK 4 |
| AskNicely | Medium 6 | - | Medium 6 | OK 4 | OK 4 | Medium 5 | Medium 5 | OK 4 | Medium 5 | Medium 6 |
| Wootric (InMoment) | OK 4 | Medium 6 | - | Medium 6 | Medium 6 | Hard 7 | Hard 7 | Medium 6 | Hard 7 | OK 4 |
| SurveyMonkey CX | Medium 6 | OK 4 | Medium 6 | - | OK 4 | Medium 5 | Medium 5 | OK 4 | Medium 5 | Medium 6 |
| Promoter.io | Medium 6 | OK 4 | Medium 6 | OK 4 | - | Medium 5 | Medium 5 | OK 4 | Medium 5 | Medium 6 |
| Customer Thermometer | Hard 7 | Medium 5 | Hard 7 | Medium 5 | Medium 5 | - | Medium 6 | Medium 5 | Medium 6 | Hard 7 |
| Retently | Hard 7 | Medium 5 | Hard 7 | Medium 5 | Medium 5 | Medium 6 | - | Medium 5 | Medium 6 | Hard 7 |
| Qualaroo | Medium 6 | OK 4 | Medium 6 | OK 4 | OK 4 | Medium 5 | Medium 5 | - | Medium 5 | Medium 6 |
| Simplesat | Hard 7 | Medium 5 | Hard 7 | Medium 5 | Medium 5 | Medium 6 | Medium 6 | Medium 5 | - | Hard 7 |
| Nicereply | OK 4 | Medium 6 | OK 4 | Medium 6 | Medium 6 | Hard 7 | Hard 7 | Medium 6 | Hard 7 | - |
All 10, ranked and reviewed
Each product gets the same scrutiny: who it’s actually best for, where it falls short, what it really costs, and how it scores across six dimensions.
Delighted
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.
SMB and mid-market (10-500 employees, $1M-$200M revenue) launching structured NPS programs fast with email, web, and in-app distribution and mature CRM closed-loop.
Enterprise XM at scale (Qualtrics, InMoment XI better), B2B SaaS needing account-level closed-loop with field operations (AskNicely better), or buyers wary of the Symphony Technology Group post-PE pattern.
Strengths
- Fastest time-to-value in the category
- Clean uncluttered UX
- Mature CRM, support, and CS integration set
- Transparent SMB pricing tiers
- Large installed base across SMB and tech mid-market
- Native integrations with Salesforce, HubSpot, Zendesk, Slack, Segment
Weaknesses
- Product velocity visibly slowed post-2023 Symphony Tech Group take-private
- AI investment routed to SurveyMonkey CX rather than Delighted itself
- Renewal price escalations of 8-15% reported by mid-market buyers
- Executive churn at Momentive parent affecting roadmap continuity
- Panel and B2B account-level closed-loop depth below AskNicely
- Standalone brand position uncertain inside Momentive portfolio
Pricing tiers
public- FreeUp to 50 responses per month, single survey type$0 /mo
- StarterUp to 250 responses per month, all survey types$17 /mo
- PremiumUp to 2,500 responses per month, custom branding$224 /mo
- Premium PlusUp to 10,000 responses per month, SSO, advanced integrations$449 /mo
- Enterprise~$15K-$60K per year for upper-mid and enterpriseQuote
- · Response-volume overages at all paid tiers
- · SSO restricted to Premium Plus and above
- · SMS distribution metered separately
- · Annual price increases of 8-15% reported post-2023 take-private
Key features
- +NPS, CSAT, and CES surveys
- +Email, web, in-app, SMS, link distribution
- +Closed-loop alerting
- +Basic open-end text analytics
- +Segmentation and trends
- +Salesforce, HubSpot, Zendesk, Slack integrations
- +40+ integrations
AskNicely
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.
Multi-location service businesses (franchise, hospitality, fitness, home services, 50-5,000 employees) and B2B SaaS ($10M-$500M revenue) where frontline managers need NPS as part of daily workflow.
SMB wanting fastest possible time-to-value (Delighted better), buyers needing deep AI text analytics (Wootric inside InMoment XI or Qualtrics better), or budget-constrained orgs running ad-hoc NPS.
Strengths
- Strongest frontline operational closed-loop in category
- Built for multi-location and field-team businesses
- Mature account-level segmentation and reporting
- Stable founder-led execution since 2014
- Strong Salesforce and HubSpot integration
- Coaching and leaderboard workflow for frontline managers
Weaknesses
- UX denser than Delighted
- Pricing scales fast at low response volumes
- AI text analytics below full VoC platforms
- Integration count narrower than Delighted
- Support quality reportedly variable since 2023 expansion
- Brand recognition below Delighted and SurveyMonkey CX
Pricing tiers
partial- Essentials~$300-$600 per month for SMB NPSQuote
- Pro~$800-$2,000 per month with frontline workflowQuote
- Premium~$2,000-$6,000 per month with advanced integrationsQuote
- Enterprise~$60K-$200K per year for upper-mid and enterpriseQuote
- · Per-frontline-user seat scaling
- · SMS distribution metered separately
- · Per-location billing for multi-location franchises
- · Annual price increases of 5-10%
Key features
- +NPS, CSAT, CES surveys
- +Frontline operational closed-loop
- +Coaching and leaderboards
- +Account-level segmentation
- +Email, SMS, in-app distribution
- +Salesforce, HubSpot, Slack integrations
- +30+ integrations
Wootric (InMoment)
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.
Existing InMoment XI customers wanting NPS as one input alongside other VoC signals, or B2B SaaS ($50M-$500M revenue) wanting NPS plus AI text analytics in one platform.
SMB wanting NPS-only purchase (Delighted, Retently, Promoter.io better), buyers needing fast standalone time-to-value, or budget-conscious orgs without broader VoC need.
Strengths
- AI text analytics inherited from InMoment XI
- Strong fit when already buying InMoment for full VoC
- Mature B2B account-level reporting
- Salesforce and HubSpot integration
- Closed-loop alerting integrated with InMoment AI Spotlight
- Multi-language survey support
Weaknesses
- Standalone Wootric experience thinning post-2019 acquisition
- Pricing opaque and bundled into InMoment XI
- Implementation complexity inherits from InMoment XI
- Wootric brand uncertain inside InMoment portfolio
- Fewer Wootric-specific feature releases since 2022
- Not a fit for SMB wanting fast time-to-value
Pricing tiers
opaque- Wootric Standalone (sunset trajectory)~$25K-$60K per year if available as standaloneQuote
- InMoment XI bundle~$60K-$240K per year typical InMoment XI deal including Wootric NPSQuote
- InMoment XI Enterprise$240K-$800K per year for enterprise CX programsQuote
- · Implementation services ($20K-$120K)
- · Per-response volume overages
- · AI text-analytics modules billed separately
- · Annual price increases of 8-15% reported post-Madison Dearborn
Key features
- +NPS, CSAT, CES surveys
- +Email, web, in-app distribution
- +Closed-loop alerting
- +InMoment AI Spotlight text analytics integration
- +B2B account-level reporting
- +Salesforce, HubSpot integrations
- +Multi-language support
SurveyMonkey CX
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.
Existing SurveyMonkey customers (50-5,000 employees) wanting NPS without a separate vendor relationship and willing to absorb the Momentive vendor trust pattern.
NPS-only standalone purchases (Delighted, AskNicely, Retently better), buyers concerned about Symphony Tech Group PE pattern, or enterprise CX programs needing AI text analytics depth.
Strengths
- Tight integration with SurveyMonkey installed base
- One vendor relationship for surveys plus NPS
- Familiar SurveyMonkey UX
- Broad CRM and support integrations
- Competitive bundled pricing for existing SurveyMonkey customers
- Multi-language support
Weaknesses
- Full Momentive vendor trust gap (rebrand churn, take-private, partial revert)
- AI feature velocity below Typeform and dedicated VoC
- NPS workflow depth below AskNicely and Retently
- Post-2023 pricing escalations of 8-15%
- Symphony Tech Group margin-expansion pattern at renewal
- Executive churn at Momentive parent
Pricing tiers
opaque- SurveyMonkey CX (standalone)~$15K-$60K per year for SMB and mid-marketQuote
- SurveyMonkey CX Enterprise~$60K-$200K per year for upper-mid and enterpriseQuote
- · Per-response volume overages
- · Per-feature add-ons (text analytics, advanced logic)
- · Annual price increases of 8-15% reported post-Symphony Tech Group
Key features
- +NPS, CSAT, CES surveys
- +Email, web, link distribution
- +Closed-loop alerting
- +Basic text analytics
- +SurveyMonkey base integration
- +Salesforce, HubSpot, Slack integrations
- +Multi-language support
Promoter.io
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.
Mid-market B2B SaaS and service businesses ($10M-$200M revenue, 50-1,000 employees) wanting NPS specialization with mature segmentation and stable predictable renewals.
SMB wanting fastest possible time-to-value (Delighted better), multi-location field-team operations (AskNicely better), or buyers needing AI-led text analytics on open-ends.
Strengths
- Pure NPS specialization for mid-market
- Mature account-level segmentation
- Transparent mid-market pricing
- Founder-led stable execution
- Predictable renewals (no PE pattern)
- Strong Salesforce integration
Weaknesses
- Product velocity narrower than Delighted, AskNicely, Retently
- AI text analytics depth limited
- Brand recognition below Delighted
- Integration count narrower
- Support depth varies by tier
- Limited frontline operational workflow vs AskNicely
Pricing tiers
public- StarterUp to 1,000 contacts, NPS only$99 /mo
- GrowthUp to 5,000 contacts, NPS plus CSAT$199 /mo
- ProUp to 25,000 contacts, all metrics, segmentation$399 /mo
- Enterprise~$12K-$50K per year for upper-mid and enterpriseQuote
- · Contact-volume overages at tier boundaries
- · Per-feature add-ons (advanced segmentation)
- · Annual price increases of 5-8%
Key features
- +NPS, CSAT, CES surveys
- +Email, web, in-app distribution
- +Closed-loop alerting
- +Account-level segmentation
- +Basic text analytics
- +Salesforce, HubSpot, Zendesk integrations
- +25+ integrations
Customer Thermometer
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.
Non-technical SMB buyers (5-200 employees) wanting one-click email CSAT or NPS for support, internal team feedback, or simple transactional satisfaction measurement.
Structured NPS programs at mid-market scale (Delighted, AskNicely better), B2B SaaS needing account-level closed-loop, or buyers needing AI text analytics.
Strengths
- Simplest setup in category (one-click email)
- UK and EU GDPR-native compliance
- Oxford-hosted EU data residency
- Transparent SMB pricing
- Founder-led stable execution since 2010
- Embed in email signature or transactional email
Weaknesses
- Dramatically less feature depth than Delighted
- No advanced segmentation
- No in-app widget
- Limited text analytics, no AI
- Pricing scales fast at higher volumes
- Integration count narrow (about 20)
Pricing tiers
public- SparkUp to 500 responses per month$29 /mo
- FlameUp to 2,500 responses per month$59 /mo
- InfernoUp to 10,000 responses per month$159 /mo
- Enterprise~$5K-$25K per year for upper-midQuote
- · Response-volume overages at tier boundaries
- · Per-mailbox installer billing for some integrations
- · Annual price increases of 5-8%
Key features
- +One-click email CSAT, NPS, CES
- +Email signature embed
- +Transactional email embed
- +Closed-loop alerting
- +Simple dashboards
- +20+ integrations
Retently
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.
B2B SaaS SMB ($1M-$50M revenue, 5-200 employees) wanting NPS plus CSAT plus CES in one affordable platform with modern UX and closed-loop workflow.
Enterprise CX programs (Qualtrics, InMoment XI better), multi-location service businesses (AskNicely better), or buyers needing the deepest integration ecosystem.
Strengths
- All three metrics (NPS, CSAT, CES) in one tool
- Modern UX
- Affordable transparent SMB pricing
- Multi-language support
- Bootstrapped stable execution
- Strong Intercom integration
Weaknesses
- Brand recognition below Delighted
- Integration count narrower than Delighted
- No enterprise XM depth
- AI text analytics limited
- Support quality variable for free-tier users
- Reporting depth below AskNicely
Pricing tiers
public- FreeUp to 100 surveys per month, NPS only$0 /mo
- StarterUp to 1,500 contacts, all metrics$50 /mo
- PremiumUp to 5,000 contacts, advanced features$99 /mo
- Custom~$3K-$15K per year for mid-marketQuote
- · Contact-volume overages
- · SMS distribution metered separately
- · Annual price increases of 5-8%
Key features
- +NPS, CSAT, CES surveys
- +Email, web, in-app, SMS distribution
- +Closed-loop alerting
- +Multi-language support
- +Salesforce, HubSpot, Intercom integrations
- +25+ integrations
Qualaroo
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.
Product and growth teams (mid-market, 50-1,000 employees) wanting in-app and on-website micro-survey targeting with NPS plus CSAT plus CES coverage.
Buyers needing focused vendor relationship (sprawling ProProfs portfolio dilutes attention), enterprise CX programs (Qualtrics better), or AI-led text analytics buyers.
Strengths
- Strong in-app and on-website targeting (Nudges)
- NPS plus CSAT plus CES coverage
- Mature targeting rules (URL, behavior, segment)
- Transparent mid-market pricing
- Useful for product and growth teams
- Customizable in-app widget
Weaknesses
- ProProfs portfolio attention sprawling
- Brand recognition limited
- AI feature velocity below Delighted
- Support quality variable across ProProfs portfolio
- Integration count limited (about 20)
- Vendor experience reportedly inconsistent
Pricing tiers
public- EssentialsUp to 100 responses per month$80 /mo
- PremiumUp to 500 responses per month$160 /mo
- Business~$5K-$24K per year for mid-marketQuote
- · Response-volume overages
- · Per-feature add-ons (advanced targeting, branching)
- · Annual price increases of 5-10%
Key features
- +In-app and on-website surveys (Nudges)
- +NPS, CSAT, CES collection
- +Targeting rules (URL, behavior, segment)
- +Basic text analytics
- +Closed-loop alerting
- +Salesforce, HubSpot, Slack integrations
Simplesat
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.
IT service providers and managed service providers (5-200 employees) running ticket-level CSAT and NPS against ConnectWise, HaloPSA, Autotask, or Freshservice workflows.
General SMB or B2B SaaS without MSP workflow (Delighted, Retently better), relational NPS programs, or buyers needing in-app or on-website feedback.
Strengths
- Strongest PSA integration for IT and MSP
- Simple ticket-level CSAT in ticket-close emails
- Native ConnectWise, HaloPSA, Autotask integration
- Transparent SMB pricing
- Founder-led stable execution
- Useful for MSP renewals and account health
Weaknesses
- Narrow target market (IT and MSP)
- Brand recognition limited outside MSP community
- Feature depth below Delighted for non-MSP use cases
- AI text analytics limited
- Not a fit for relational NPS programs
- Reporting depth below AskNicely
Pricing tiers
public- BasicUp to 1,000 responses per year$79 /mo
- ProUp to 5,000 responses per year, advanced features$169 /mo
- PremiumUp to 25,000 responses per year$269 /mo
- Enterprise~$5K-$20K per year for upper-mid MSPQuote
- · Response-volume overages
- · Per-PSA-integration add-ons for less common PSAs
- · Annual price increases of 5-8%
Key features
- +Ticket-level CSAT, NPS, CES
- +PSA integration (ConnectWise, HaloPSA, Autotask)
- +Ticket-close email embed
- +Closed-loop alerting
- +Agent-level reporting
- +20+ integrations
Nicereply
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.
Customer-support teams (10-500 agents) wanting per-ticket and per-agent CSAT, NPS, and CES embedded in Zendesk, Freshdesk, Help Scout, Front, or Intercom workflows.
Relational NPS programs (Delighted, AskNicely better), B2B account-level CX (AskNicely better), or buyers needing in-app or on-website feedback (Qualaroo better).
Strengths
- Tight integration with major help-desk platforms
- Agent-level scorecards and leaderboards
- Transparent SMB pricing
- Founder-led stable execution since 2010
- EU-hosted, GDPR-native
- Multi-language survey support
Weaknesses
- Narrow focus on support workflows
- Feature depth below Delighted for non-support
- Brand recognition below Delighted
- AI text analytics limited
- Less B2B account-level closed-loop than AskNicely
- Not a fit for relational NPS programs
Pricing tiers
public- Starter3 users, 100 responses per month$49 /mo
- Growth10 users, 1,000 responses per month$99 /mo
- Business25 users, 2,500 responses per month$249 /mo
- Enterprise~$5K-$25K per year for upper-mid support teamsQuote
- · Per-agent seat scaling
- · Response-volume overages
- · Annual price increases of 5-8%
Key features
- +Per-ticket CSAT, NPS, CES
- +Help-desk integration (Zendesk, Freshdesk, Help Scout, Front)
- +Agent-level scorecards
- +Multi-language support
- +Closed-loop alerting
- +15+ integrations
8 steps to pick the right nps and customer survey software
- 1 Define your NPS program scope before evaluating vendors
Distinguish ad-hoc satisfaction measurement (use a survey platform or native CRM surveys), structured NPS programs (quarterly relational plus continuous transactional, use an NPS-pure-play tool), and full closed-loop CX programs (route feedback into operational action across surveys plus support plus product, use a full VoC platform). Most $10M-$500M revenue orgs running structured NPS need an NPS-pure-play tool plus integration with their CRM or support platform.
- 2 Match closed-loop depth to your operational reality
If frontline managers (location managers, account managers, field service techs) must act on detractor alerts, AskNicely is the differentiator. If CSMs and PMs act on themed feedback, Delighted or Wootric (inside InMoment XI) are the right fit. If support agents act on per-ticket CSAT, Nicereply or Simplesat (for MSPs) win. If product and growth teams act on in-app feedback, Qualaroo Nudges or Delighted Web SDK work. Match the closed-loop pattern to who actually owns action.
- 3 Plan distribution channels and respondent contexts
NPS platforms differ on channel breadth: Delighted, AskNicely, Retently support email plus web plus in-app plus SMS; SurveyMonkey CX leans email plus web; Customer Thermometer is email-only; Qualaroo is in-app and on-website focused. Confirm your target channels are supported natively (not through integration patchwork). For multi-touchpoint programs, prefer platforms with unified reporting across channels.
- 4 Pressure-test vendor stability for products inside corporate parents
Delighted (Momentive then Symphony Tech Group), Wootric (InMoment then Madison Dearborn), and Qualaroo (ProProfs portfolio) all carry post-acquisition risk. Check parent funding stage, PE hold age, executive churn over 24 months, renewal pricing patterns from peer buyers, and product velocity trend. Negotiate price-cap renewal clauses (5-7% annual maximum), exit clauses for material vendor change, and data-export commitments in writing.
- 5 Pressure-test renewal pricing at 3x current response volume
NPS platforms commonly use response-volume tiered pricing. Vendors quote based on current volume. Model 3x growth: what is the renewal price 24 months out? Delighted, AskNicely, and Wootric (inside InMoment XI) all show meaningful volume scaling at upper-mid-market tiers. Budget for tier upgrades, not just renewal flat increases.
- 6 Verify integrations with CRM, support, and CS systems before signing
NPS value depends on closed-loop action through your operational systems. Insist on integration demos with your Salesforce, HubSpot, Zendesk, Freshdesk, Gainsight, Intercom, or Slack stack. Confirm both direction (feedback in, action out) and depth (not just basic Zapier-mediated triggers). Native integrations dramatically outperform Zapier-mediated workflows for high-volume programs.
- 7 Plan compliance and data-residency before procurement
EU buyers need GDPR (universal in this ranking) plus often EU data residency (Customer Thermometer UK-hosted, Nicereply EU-hosted, Delighted EU on Premium Plus, AskNicely EU available, Wootric EU available, Retently EU on Premium). HIPAA: Wootric inside InMoment XI, AskNicely enterprise tier, Customer Thermometer on request. SOC 2 Type 2: all in this ranking except Customer Thermometer and Simplesat SMB tier. FedRAMP: none in this ranking (use Qualtrics XM or Medallia for US federal).
- 8 Design the closed-loop workflow before signing the contract
The platform is necessary but not sufficient for ROI. Define which themes route to which owners (frontline manager, CSM, support agent, product manager), what action SLAs apply (1 day for detractor outreach, 7 days for resolution confirmation), what confirmation closes the loop with the customer, and which executive owns theme-driven decisions. Without this design, even Delighted or AskNicely becomes a $20K dashboard nobody reads. Program design dominates platform sophistication for measurable ROI.
Frequently asked questions
The questions buyers actually ask before they sign a nps and customer survey software contract.
What is the difference between NPS, CSAT, and CES?
What is the difference between transactional NPS and relational NPS?
How has the Delighted product trajectory changed under Momentive ownership?
How does an NPS-pure-play platform differ from a full VoC platform?
What is the post-acquisition status of Wootric inside InMoment?
When does an in-app NPS widget make sense vs email NPS?
Which NPS platforms have the strongest closed-loop workflow?
How should I evaluate vendor trust for NPS platforms inside corporate parents?
Do I actually need a dedicated NPS tool, or is my CRM or support platform enough?
Which NPS platforms work for regulated industries and EU data residency requirements?
Glossary
- NPS (Net Promoter Score)
- A loyalty metric calculated as percent Promoters (9-10 on a 0-10 scale) minus percent Detractors (0-6). Designed by Fred Reichheld at Bain in 2003. The standard customer-loyalty benchmark across industries.
- CSAT (Customer Satisfaction)
- A satisfaction metric typically measured as a 1-5 or 1-7 rating after a specific interaction (ticket close, purchase, onboarding step). Measures interaction-level satisfaction.
- CES (Customer Effort Score)
- An effort metric typically measured as a 1-7 scale assessing how easy it was for the customer to complete a task. The strongest single predictor of loyalty in most academic studies.
- Relational NPS
- NPS collected on a structured schedule (quarterly or annual) from all customers or a representative sample, regardless of recent interaction. Tracks overall loyalty trend across the customer base.
- Transactional NPS
- NPS collected after specific interactions (ticket close, onboarding completion, renewal, purchase) to attribute loyalty to specific touchpoints. Higher response volume than relational NPS.
- Closed-loop feedback
- A program design that routes detractor and promoter feedback back to a responsible owner (frontline manager, CSM, support agent, product manager) for action and confirmation of resolution to the customer.
- Detractor
- An NPS respondent scoring 0-6 on the 0-10 NPS scale. Detractors represent loyalty risk and (in the Bain model) net negative word-of-mouth contribution.
- Promoter
- An NPS respondent scoring 9-10 on the 0-10 NPS scale. Promoters represent loyalty assets and (in the Bain model) net positive word-of-mouth contribution.
- Passive
- An NPS respondent scoring 7-8 on the 0-10 NPS scale. Passives are excluded from the headline NPS calculation but tracked separately as switching-risk indicators.
- Nudge (Qualaroo)
- Qualaroo terminology for in-app and on-website micro-surveys triggered by behavioral rules (URL, dwell time, segment). The core Qualaroo product mode.
- PSA (Professional Services Automation)
- A category of business software used by IT service providers and managed service providers to manage tickets, billing, and projects. ConnectWise PSA, HaloPSA, and Autotask are the dominant PSAs and the primary integration target for Simplesat.
- Text analytics
- AI-driven analysis of unstructured text (open-end NPS responses, support tickets, review text) to extract themes, sentiment, and intent at scale. The differentiator separating NPS-pure-play tools from full VoC platforms.
Final word
See the full intelligence profile for any product on this page, including verified pricing, vendor trust scores, and review patterns. Browse the NPS and Customer Survey Software category page →
Last updated 2026-05-10. Pricing data is reverified quarterly. Found something inaccurate? Tell us.