The best NPS survey tools in 2026

What is NPS and why does it matter for SaaS?

Net Promoter Score (NPS) is a single-question survey that asks users how likely they are to recommend your product to a friend or colleague, on a scale of 0 to 10. Respondents are grouped into promoters (9–10), passives (7–8), and detractors (0–6). Your NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, giving you a score between -100 and +100.

For SaaS companies, NPS is one of the most reliable leading indicators of retention and growth. A rising NPS correlates with reduced churn, stronger word-of-mouth acquisition, and higher lifetime value. It is also a forcing function for product teams: a low score demands an explanation, and the open-ended follow-up question — "What is the main reason for your score?" — is often where the most actionable product feedback lives.

What to look for in an NPS survey tool

Not all NPS tools are equivalent. The differences that matter most in practice are:

• Delivery method. In-app surveys (shown inside your product) consistently outperform email surveys on response rate. In-app delivery catches users in the moment of active engagement, whereas email surveys are easy to ignore. For most SaaS products, in-app delivery should be the default.
• Targeting and segmentation. Showing NPS to every user regardless of activity produces noisy data. The best tools let you target surveys based on user attributes — plan tier, tenure, usage frequency, or custom properties — so your results reflect your engaged user base rather than churned or inactive accounts.
• Follow-up actions. Collecting a score is only useful if you do something with it. The best NPS tools let you route different segments to different follow-up experiences: asking detractors what went wrong, inviting promoters to leave a review, and showing passives what is coming on your roadmap.
• Integration with your feedback workflow. NPS detractors are telling you something is broken. If your NPS tool is disconnected from your feedback management system, that signal gets lost. Tools that combine NPS with a feedback board and roadmap close the loop automatically.
• Analytics. Trend charts, driver analysis, and response-level filtering are the difference between a score on a dashboard and insight you can act on.

At a glance comparison

Detailed look at each NPS survey tool

1. Noora

Noora is the only tool in this list where NPS is part of a broader product feedback platform rather than a standalone feature. NPS surveys sit inside the same product as your feedback boards, public roadmap, and changelog — which means detractor responses do not disappear into a dashboard nobody checks. Instead, you can route detractors directly to your feedback portal where they can submit what went wrong, vote on existing requests, and see that their input is being tracked. Passives and promoters can be shown your public roadmap or prompted to leave a review on G2 or Capterra.

This closed-loop approach is the key difference. Most NPS tools give you a score. Noora gives you a score and a structured process for acting on it.

Noora benefits

• NPS surveys are included in the same subscription as feedback boards, public roadmap, and changelog — no separate NPS add-on required.
• Detractors can be routed directly to your feedback portal to submit what went wrong, so negative sentiment translates into structured, actionable requests.
• Promoters can be shown your roadmap or prompted to leave a review, turning your best advocates into a growth channel.
• In-app delivery and email delivery both supported, with targeting based on user attributes such as plan, MRR, tenure, or custom properties you pass via the API or Segment.
• Trend charts and response-level filtering included — no need to export to a spreadsheet to understand your data.
• Want to learn more? Read about Noora NPS surveys.

Noora pricing

The Startup plan starts at $29/month ($14/month billed annually) and includes NPS surveys, feedback boards, and public roadmap. The Growth plan at $59/month ($29/month annually) adds user segmentation, custom domain, and advanced integrations including Jira and Segment.

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2. Delighted

Delighted is a purpose-built survey tool that supports NPS, CSAT, CES, and several other survey types. It has one of the cleanest interfaces in the category and is well-regarded for being fast to set up — you can send your first NPS survey within minutes of creating an account. The free plan is genuinely useful: it includes 25 monthly survey sends, one survey type, and basic reporting, which is enough to run a lightweight NPS programme for a small product team.

Where Delighted does less well is in connecting NPS scores to the rest of your product workflow. It integrates with Salesforce, Zendesk, Slack, and HubSpot, so scores can flow into your CRM or trigger Slack notifications, but there is no native connection between an NPS response and a feature request or roadmap item. If you are primarily interested in measuring sentiment rather than acting on it within a structured feedback process, Delighted is a strong and affordable option.

Delighted benefits

• Generous free plan with 25 monthly survey sends — enough to run NPS for a small team without any cost.
• Supports NPS, CSAT, CES, and custom surveys from a single platform.
• Integrations with Salesforce, Zendesk, HubSpot, Slack, and Zapier.
• Clean, simple interface that is fast to configure and easy to hand off to non-technical team members.
• User segmentation and additional survey sends available on paid plans.

Delighted pricing

Delighted has a free plan with 25 sends per month and one active survey. Paid plans start at $17/month (Premium, billed annually) with higher send volumes and additional features including segmentation. Visit delighted.com for current pricing.

3. Typeform

Typeform is a general-purpose survey builder that many product teams use for NPS because they already use it for other surveys. Its conversational, one-question-at-a-time format produces higher engagement than traditional form layouts, and the resulting completion rates are genuinely better than most alternatives. It is also the most flexible tool in this list — you can build an NPS survey with custom branching logic, additional follow-up questions by score tier, and visual branding that matches your product.

The main limitation is that Typeform is not purpose-built for NPS. There are no native NPS trend charts, no promoter-to-detractor breakdown, and no driver analysis. You can export responses and build your own analysis in a spreadsheet or connect to a BI tool, but that requires additional effort. Typeform also does not offer an in-app survey widget, so it is limited to email or link-based delivery. For teams that already have Typeform in their stack and want to avoid adding another tool, it is a reasonable choice — just be aware you are trading NPS-specific features for flexibility.

Typeform benefits

• Conversational format consistently produces higher completion rates than standard survey layouts.
• Highly customisable — add branching logic, additional questions by score tier, and full visual branding.
• Free plan available with up to 10 responses per month per form.
• Good if your team already uses Typeform for onboarding surveys, customer interviews, or other research, since it reduces the number of tools you need to manage.

Typeform pricing

Typeform has a free plan limited to 10 responses per month. Paid plans start at $25/month (Basic, billed annually). Visit typeform.com for current pricing.

4. Wootric (InMoment)

Wootric was one of the earliest dedicated NPS platforms for SaaS and was acquired by InMoment — a larger customer experience management platform — in 2021. The combined product now supports NPS, CSAT, and CES alongside text analytics, sentiment analysis, and deep integrations with enterprise CRM and support systems. If you are a large company with a formal CX programme, a dedicated CX operations team, and a requirement for executive dashboards and compliance features, InMoment is worth evaluating seriously.

For early-stage or growth-stage SaaS companies, the tradeoffs are significant. There is no public pricing — all plans go through a sales process. Implementation typically requires professional services. The product is designed for companies running feedback programmes at scale across multiple products, channels, and business units. It is not the right tool if you want to run a lightweight in-app NPS survey and act on the results inside your product team.

Wootric (InMoment) benefits

• Enterprise-grade NPS, CSAT, and CES with sophisticated text analytics and sentiment analysis.
• Deep integration with Salesforce, HubSpot, Zendesk, and other enterprise systems.
• Suitable for large CX programmes spanning multiple products and channels.
• Strong compliance and security certifications for regulated industries.

Wootric (InMoment) pricing

Pricing is not published — all plans are custom and require a sales conversation. Visit inmoment.com to request a demo.

5. Hotjar

Hotjar is primarily known as a UX research tool — it offers heatmaps, session recordings, and user interviews. NPS and feedback widgets are available as part of the Hotjar suite, which makes it a convenient option if you already use Hotjar for UX research and want to add NPS without introducing another tool into your stack.

The NPS capability in Hotjar is basic relative to the purpose-built options in this list. There is no email delivery, no user segmentation for targeting surveys, and limited NPS-specific analytics. What you get is an in-app widget that shows the NPS question and collects responses, which you can then view alongside your session recordings and heatmaps. For teams that want to understand the relationship between user behaviour and NPS score — for example, identifying which parts of the product correlate with high or low scores — this combined view has real value. For teams that want a robust NPS programme with targeting, trend analysis, and follow-up workflows, Hotjar's NPS feature is not sufficient on its own.

Hotjar benefits

• Included in the Hotjar suite alongside heatmaps, session recordings, and interviews — no additional tool required if you already use Hotjar.
• In-app widget with good visual customisation options.
• Free plan available with limited monthly sessions.
• Useful for correlating NPS scores with session recordings to understand what behaviours precede detractor responses.

Hotjar pricing

Hotjar has a free plan with limited session recording and survey features. Paid plans start at $32/month (Plus, billed annually). Visit hotjar.com for current pricing.

In-app vs. email NPS surveys: which performs better?

In-app NPS surveys consistently outperform email surveys on response rate. Industry benchmarks suggest in-app delivery achieves response rates of 20–40%, compared to 5–15% for email. In practice, the difference is often even larger — in-app surveys catch users at the moment they are actively using your product, which both increases the likelihood of a response and improves the quality of the feedback, since the experience is fresh.

Email surveys have a higher friction threshold. Users need to notice the email, open it, and click through to complete the survey. Many users will open the email days after the experience they are being asked to rate, reducing the accuracy of their responses. Unsubscribes are also a risk — sending too many email surveys can damage your email deliverability and erode the channel's effectiveness for transactional communications.

That said, email NPS surveys have their place. The clearest use case is post-cancellation: once a user has left your product, you cannot show them an in-app widget. An email sent immediately after cancellation — when the reason for leaving is still front of mind — is the best way to capture that signal. Email also makes sense for post-support surveys (CSAT or NPS following the resolution of a support ticket) where the trigger is a specific interaction rather than general product usage.

For ongoing, relationship-based NPS measurement, in-app delivery should be your default. Use email as a supplement for the scenarios where in-app delivery is not possible.

Frequently asked questions

What is a good NPS score for SaaS?

NPS scores vary significantly by industry. For B2B SaaS, a score above 30 is generally considered good, above 50 is excellent, and above 70 is world-class. Many early-stage SaaS companies focus too much on the absolute score and not enough on the trend — a score that is improving quarter over quarter is more valuable than a static high number, because it signals that your product changes are resonating with users. The follow-up qualitative responses are often more actionable than the score itself.

How often should I run NPS surveys?

Most SaaS companies run NPS on a relationship basis — surveying users at a fixed interval regardless of their activity, typically every 90 days. This gives you a consistent trend line that is comparable over time. An alternative is transactional NPS, where you survey users after a specific event such as completing onboarding, reaching a usage milestone, or interacting with support. Transactional NPS is more targeted but measures satisfaction with a specific experience rather than overall product sentiment. Avoid surveying users more frequently than every 90 days — survey fatigue reduces response rates and the quality of responses you do receive.

What is the difference between NPS and CSAT?

NPS (Net Promoter Score) measures overall loyalty and likelihood to recommend. It is a relationship metric — it reflects how users feel about your product over time. CSAT (Customer Satisfaction Score) measures satisfaction with a specific interaction or experience, such as a support conversation or an onboarding session. NPS is better for tracking overall product health and predicting churn. CSAT is better for measuring the quality of specific touchpoints. Many SaaS companies run both: NPS on a quarterly relationship basis and CSAT after support interactions.

Should I show NPS to all users or just active ones?

Showing NPS to all users — including those who have not used your product recently — will produce a lower and less representative score. Users who have churned in all but name will give you low scores that reflect disengagement rather than a specific product problem. It is best practice to target NPS surveys at users who have reached a meaningful level of engagement with your product. A common heuristic is to show NPS to users who have logged in at least three times in the last 30 days, or who have completed a key action that signals they have experienced the core value of your product. User segmentation features — available in Noora, Wootric, and Delighted's paid plans — make this targeting straightforward to configure.