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The level of happiness that a company’s customers feel is the most important factor that can differentiate it from its competitors in the dynamic and ever-changing world of online business, where competition is fierce and customers have a wide range of options to choose from. The success of an online business is dependent not only on acquiring new consumers but also, and this is of the utmost importance, on keeping the customers that it already has. Recognising and evaluating the loyalty of customers is a key component for attaining constant development and profitability in this ever-changing environment.
Drawing on my own experiences, I’ve discovered that the Net Promoter Score (NPS) is one of the most useful tools for gaining an understanding of and improving client loyalty in the realm of eCommerce. A question that is both easy and impactful, “How likely are you to recommend our product/service to a friend or colleague?” this metric is an effective way to quantify the level of customer satisfaction and loyalty. On a scale ranging from 0 to 10, customers provide their feedback, and depending on their comments, they are categorised as either promoters, passives, or detractors.
For my own purposes, I have found that utilising specialised NPS software has been beneficial in terms of simplifying the process of collecting and evaluating NPS data. These software solutions play a significant part in providing a full insight into the feelings of customers, which enables organisations to make decisions that are well-informed and to tailor their approaches to customer engagement based on feedback received in real time.
What is NPS Software for eCommerce?
Based on my own experiences, I have discovered that the Net Promoter Score (NPS) is an extremely useful instrument for determining the level of customer satisfaction and loyalty. As a result of the fact that it caters to the specific needs of e-commerce companies, NPS software assumes an even greater level of significance in the realm of online shopping.
In the course of my own encounters, I have witnessed how this metric involves reaching out to clients through surveys in order to gain an understanding of the likelihood that they will refer a specific brand to their respective friends and family members. Using this method has provided me with a method that is both practical and insightful for evaluating the overall pleasure and loyalty of internet businesses.
Best NPS Software for eCommerce: Comparison Table
In the competitive world of eCommerce, knowing how to keep customers happy and making them happier are key to long-term success. Net Promoter Score (NPS) software is now a must-have for online stores that want to track and increase customer engagement. Choosing the right NPS software for eCommerce can be hard, though, because there are so many to choose from.
Feature | Delighted | Promoter.io | Zonka Feedback | Survicate | ProProfs Survey Maker | Cacheflow |
---|---|---|---|---|---|---|
Focus | Sentiment analysis, NPS | NPS, referrals | Open-ended feedback, sentiment analysis | Omnichannel surveys, NPS | Surveys, quizzes, polls | Open-ended feedback, sentiment analysis |
Strengths | Simple interface, strong NPS focus, automated outreach | Easy setup, integrations, referral tracking | AI-powered sentiment analysis, action triggers | Customization, multi-channel, automation | Affordable, wide range of question types | Real-time insights, conversational surveys |
Weaknesses | Limited features, basic reporting | Lacks customization options, limited open-ended feedback | Pricey, learning curve | Can be overwhelming for simple needs | Basic reporting, limited integrations | New player, limited track record |
Pricing | Freemium, paid plans starting at $49/month | Freemium, paid plans starting at $49/month | Paid plans starting at $79/month | Freemium, paid plans starting at $49/month | Freemium, paid plans starting at $19/month | Paid plans starting at $49/month |
Best for | Small businesses, startups | Growing businesses, SaaS companies | Agencies, enterprises | Large organizations, complex feedback needs | Budget-conscious businesses, educators | Customer-centric businesses, B2B companies |
Best NPS Software for eCommerce
As the world of eCommerce changes all the time, keeping customers happy is what makes it work. As companies try to figure out how their customers really feel, Net Promoter Score (NPS) software has come out as a lighthouse that shows them the way to understanding and strengthening customer trust. This post starts a journey to find the best NPS software solutions that are made just for eCommerce.
Delighted

Feature | Description |
---|---|
Instant feedback access | Get real-time insights with surveys across email, SMS, and platforms. |
Powerful integrations | Connect seamlessly with Shopify, Slack, and other tools. |
Actionable insights | Generate insightful reports and react swiftly to customer sentiment. |
User-friendly interface | Deploy surveys in minutes with a drag-and-drop builder. |
Multi-language support | Reach a wider audience with global survey capabilities. |
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I have discovered that utilising Delighted to gather rapid feedback and to leverage its strong integrations has provided me with a great deal of satisfaction. It is easy to navigate and it makes the process quite quick. The intuitive user interface has made it possible for me to quickly distribute Net Promoter Score (NPS) surveys over a variety of channels, including email, SMS, Shopify, and Slack, all within a few minutes.
I am able to swiftly reply to client feelings thanks to the real-time feedback and insightful reports, which effectively transforms non-supporters into advocates for the product or service.
The Good
- Easy to use and set up.
- Fast and responsive feedback.
The Bad
- Free plan has limited features.
Promoter.io

Feature | Description |
---|---|
E-commerce focus | Integrates seamlessly with Shopify and BigCommerce. |
Diverse feedback channels | Collect feedback via email, SMS, shareable links, and more. |
Customizable survey logic | Tailor surveys to different customer segments. |
Powerful dashboard | Track progress and analyze results with ease. |
Multi-language support | Reach customers worldwide. |
Due to its smooth integration with e-commerce platforms such as Shopify and BigCommerce, Delighted has established itself as a formidable force in the field of online retailing. During the course of the customer journey, it is possible to collect feedback at a variety of touchpoints by utilising channels such as email, SMS, and shareable links. This demonstrates the versatility of the system.
The customisable survey logic, support for many languages, and powerful dashboard functionality of the platform make it ideal for personalising surveys to various client segments and monitoring progress over time.
The Good
- Specifically designed for e-commerce businesses.
- Flexible survey logic
The Bad
- Can be complex for beginners.
Zonka Feedback

Feature | Description |
---|---|
Ready-made templates | Get started quickly with industry-specific templates. |
Intuitive survey builder | Create custom surveys with ease. |
Diverse question types | Go beyond NPS with open-ended questions and more. |
In-depth reports | Uncover customer sentiment and identify improvement areas. |
Sentiment analysis | Understand the emotional tone of your feedback. |
Zonka Feedback leaves a lasting impression thanks to its precision and versatility. My ability to collect detailed data that goes beyond the NPS score is made possible by the availability of ready-built templates, an easy-to-use survey generator, and a variety of question kinds.
By providing me with in-depth reports that reveal useful insights into consumer sentiment, complaint trends, and success drivers, I am able to have the ability to make informed decisions for the purpose of continuous improvement.
The Good
- Accurate and reliable data collection.
- Easy-to-use survey builder for customization.
The Bad
- Reports can be overwhelming for some users.
Survicate

Feature | Description |
---|---|
Multi-channel surveys | Capture feedback across touchpoints on websites, apps, emails, and more. |
Live chat & email support | Get help with setup and troubleshoot any issues. |
Detailed reports | Understand customer sentiment, identify trends, and track progress. |
NPS score calculation | Measure customer loyalty and identify promoters and detractors. |
Custom branding | Tailor the survey experience to match your brand identity. |
Advanced targeting | Reach the right customers at the right time for relevant feedback. |
Survicate offers a flexible solution that may be utilised for the purpose of collecting feedback from a variety of interfaces. Survicate is able to accommodate every facet of client engagement, whether it is through desktop and mobile applications, banners on websites, or email surveys.
A flawless user experience is ensured by the presence of live chat and email assistance, and the extensive reports that they provide provide significant insights into the factors that influence customer loyalty and turnover.
The Good
- Versatile platform for diverse feedback gathering.
- User-friendly interface
The Bad
- Pricing options may be on the higher
ProProfs Survey Maker

Feature | Description |
---|---|
Customizable NPS surveys | Go beyond the score with follow-up questions for deeper understanding. |
Multiple channel management | Run surveys across email, website popups, social media, and more. |
Advanced survey logic | Branching logic and skip logic for personalized survey experiences. |
Pre-built templates & themes | Save time with diverse, readily available templates. |
Real-time reporting & analytics | Track response rates, analyze data, and gain insights instantly. |
Experience with survey timing & design | Avoid fatigue and maximize response accuracy. |
ProProfs is the company that shines when it comes to understanding the needs of their customers. The NPS surveys, which may be customised, along with the follow-up questions, make it possible to conduct a more in-depth investigation into the feelings of customers.
It is via the management of several campaigns across a variety of channels that I am able to engage with the appropriate customers at the appropriate time. It is clear that ProProfs has a lot of experience in survey timing and design, which helps to avoid survey fatigue and ensures that reliable results are obtained.
The Good
- Advanced survey logic
- Time-saving templates
The Bad
- Free plan limitations
Factors to Consider When Choosing the Best NPS Software for eCommerce
In the ever-changing world of eCommerce, where customer happiness is key to success, it’s essential to use useful tools to measure and improve customer loyalty. Net Promoter Score (NPS) software has become an important tool for eCommerce companies to use to find out how their customers feel and make smart decisions.
- Ease of Integration: If you’re looking for NPS software for your eCommerce business, it’s important to find a solution that works well with your platform and makes the user experience better overall. From my own experience, choosing an interface that is easy for users to use makes the feedback collection process go smoothly and quickly, so you can get useful information without bothering your customers.
- Automation and Customization: You might want to choose tools that can do the NPS survey for you. From what I’ve seen, technology not only saves time but also makes sure that feedback is collected on time. Customisation tools let you make surveys that fit the style of your brand, which makes the feedback process more interesting and useful for your customers.
- Real-time Reporting and Analytics: Along the way, I’ve learned that the best NPS software for eCommerce is one that lets you see reports and data in real time. Businesses can quickly spot trends, deal with problems, and build on their strengths thanks to this tool, which lets them make decisions based on accurate data.
- Multichannel Feedback Collection: Customers can talk to eCommerce businesses in a number of ways, such as through email, social media, and their websites. From my point of view, it’s important to pick NPS software that lets you collect feedback through multiple channels. All of these steps will help you get a full picture of your customers’ experiences by letting you know how they feel at all points of contact.
- Scalability: As your online store grows, customers will naturally give you more comments. So, it’s very important to make sure that the NPS programme you choose can be expanded. Based on my experience, flexibility is necessary to handle the growing amount of feedback without affecting how well the system works.
Questions and answers
Net Promoter Score (NPS) is a metric that assesses customer loyalty by asking customers a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” A single question is used to determine the level of customer loyalty. Customers are classified as either promoters, passives, or detractors based on their responses, which are rated on a scale ranging from positive to negative.
The Net Promoter Score (NPS) software assists eCommerce organisations in determining the level of customer happiness, locating areas that could be improved, and improving the entire customer experience. Businesses are able to make decisions based on data as a means of increasing customer loyalty and driving growth when they collect and analyse feedback from customers.
It is true that a great number of NPS software solutions provide seamless connection with well-known eCommerce platforms. When it comes to ensuring a hassle-free feedback collection procedure, businesses have the option of selecting software that is compatible with their platform.