Best NPS Tools for SaaS in 2026

The best NPS tool for your SaaS company depends on what you need beyond the score itself. If you just need to collect and track NPS, standalone tools like Retently or AskNicely work well. If you need NPS as part of a broader feedback program, CX platforms like Qualtrics offer more comprehensive suites. And if your biggest challenge is understanding why customers give the scores they do, conversational NPS tools that use AI follow-up conversations are emerging as a new category.

After working with NPS data from thousands of SaaS customer interactions, I have learned that the tool you choose matters far less than what you do with the scores once you have them.

Key takeaways:

• NPS tools fall into four categories. Standalone tools (Retently, AskNicely) focus on score collection, CX platforms (Qualtrics, Medallia) offer broader suites, in-app tools (Satismeter, Pendo) embed surveys in your product, and conversational tools (Quitlo) use AI follow-ups to understand the "why."
• Delighted is shutting down in June 2026. If you are currently using Delighted for NPS, you need to migrate to an alternative before the platform goes offline and all data is deleted.
• The biggest NPS mistake is collecting scores without follow-up. A simple NPS tool paired with a strong process for acting on detractor feedback will outperform an enterprise platform that nobody uses beyond checking the dashboard.
• Match the tool to your feedback maturity. Start with a standalone tool for baseline measurement, add in-app delivery for higher response rates, then layer conversational AI when understanding the reasons behind scores becomes your primary challenge.

This guide walks through the NPS tool landscape, what to look for, and how to choose the right solution for your team.

The NPS Tool Landscape in 2026

NPS tools have evolved significantly since Fred Reichheld introduced the metric in 2003. What started as a single-question survey has spawned an entire category of software. Today, NPS tools fall into four broad categories, each suited to different company stages and feedback maturity levels.

Category 1: Standalone NPS Tools

These platforms focus primarily on NPS collection, analysis, and follow-up. They do one thing well.

Delighted (by Qualtrics) was one of the most recognized standalone NPS tools, known for its clean interface and multi-channel survey distribution. However, Qualtrics announced that Delighted will shut down on June 30, 2026. If you are currently on Delighted, you will need to migrate before that date. See our Delighted migration guide and Delighted alternatives comparison for options.

Retently focuses specifically on SaaS and subscription businesses. It provides NPS, CSAT, and CES surveys with automated campaign management. Retently is known for its segmentation capabilities and integration with common SaaS tools.

AskNicely positions itself as an NPS platform for service businesses, with a strong focus on frontline team engagement. It connects NPS scores to individual team members, which can be useful for customer-facing organizations.

Best for: Teams that want a focused NPS program without the complexity of a full CX platform. Companies in the early stages of building a formal feedback practice.

Category 2: CX Platforms with NPS

These are comprehensive experience management platforms where NPS is one of many survey types available.

Qualtrics XM is the enterprise standard for experience management. NPS is part of a much larger toolkit that includes employee experience, brand tracking, and product research. The platform is powerful but complex, with a price point to match.

Medallia serves large enterprises with experience management across the customer journey. Like Qualtrics, NPS is one capability among many. Medallia is known for its text analytics and journey orchestration features.

SurveyMonkey (now Momentive) offers NPS templates as part of its general survey platform. It is more accessible than enterprise CX tools and works well for companies that need NPS alongside other survey types.

Best for: Mid-to-large companies with dedicated CX teams who need NPS integrated into a broader feedback and analytics program.

Category 3: In-App NPS Solutions

These tools specialize in embedding NPS surveys directly within your product, capturing feedback at the moment of experience.

Satismeter embeds NPS surveys inside web and mobile applications. In-app delivery typically produces higher response rates than email because the customer is actively using the product when the survey appears. One case study from InMoment found that Entelo's NPS response rate jumped from 24% with email to 60% after switching to in-app delivery.

Wootric (now part of InMoment) provides micro-surveys that appear within apps, emails, and websites. It is designed for minimal friction, asking the NPS question without pulling users out of their workflow.

Pendo includes NPS surveys as part of its product analytics platform. If you already use Pendo for product analytics, adding NPS surveys within the same tool provides useful correlation between usage data and sentiment.

Best for: Product-led companies where in-app engagement is the primary touchpoint. Teams that want to correlate NPS with product usage data.

Category 4: Conversational NPS

This is the newest category. Instead of stopping at the score and an optional text box, conversational NPS tools use AI to conduct follow-up conversations that explore the reasoning behind the number.

The premise is simple: the most valuable part of NPS is not the score itself but understanding why customers gave that score. Traditional NPS tools rely on open-text fields for this context, but most respondents skip them. Conversational tools automate the follow-up with AI-driven voice or chat interactions that ask probing questions and capture detailed, qualitative feedback.

Quitlo takes this approach specifically for churned and at-risk customers. Instead of sending a static survey, Quitlo conducts AI voice conversations that explore the reasons behind dissatisfaction, competitive pressures, and what would bring the customer back. The output is structured qualitative data, not just a number.

Best for: Teams whose primary challenge is understanding the "why" behind their NPS scores. Companies where the score is stable but the actionable insight is missing.

NPS Tools Comparison Summary

| Tool | Category | Best For | Starting Price | Key Differentiator | | --- | --- | --- | --- | --- | | Delighted | Standalone NPS | Multi-channel NPS collection | N/A (shutting down June 2026) | Clean interface, broad channel support | | Retently | Standalone NPS | SaaS and subscription businesses | Free tier available | Segmentation and SaaS-specific workflows | | AskNicely | Standalone NPS | Service businesses with frontline teams | Contact for pricing | Ties NPS to individual team members | | Qualtrics XM | CX Platform | Enterprise experience management | Enterprise pricing | Full CX suite including employee and brand tracking | | Medallia | CX Platform | Large enterprise journey management | Enterprise pricing | Text analytics and journey orchestration | | SurveyMonkey | CX Platform | General-purpose surveys with NPS | Free tier available | Accessible pricing, broad survey capabilities | | Satismeter | In-App NPS | Web and mobile in-app surveys | Contact for pricing | In-app delivery with high response rates | | Wootric | In-App NPS | Micro-surveys across apps and websites | Contact for pricing (part of InMoment) | Minimal-friction, multi-surface surveys | | Pendo | In-App NPS | Product analytics plus NPS | Contact for pricing | Correlates NPS with product usage data | | Quitlo | Conversational NPS | Understanding the "why" behind scores | $99/mo (Signal tier) | AI voice follow-up conversations for qualitative depth |

What to Look for in an NPS Tool

Regardless of which category fits your needs, there are several capabilities that separate effective NPS tools from basic survey builders.

Distribution Channels

Where and how you reach customers matters. The best NPS tools support multiple channels:

• Email remains the most common distribution method, though response rates have declined steadily. B2B NPS response rates now have a median of just 12.4%.
• In-app surveys capture feedback during active product usage. According to Refiner's 2025 benchmarks, in-app surveys average 27.5% response rates compared to roughly 6% for email.
• SMS works well for transactional NPS but requires careful frequency management.
• Link-based surveys give you flexibility to embed NPS anywhere.

Consider where your customers are most engaged and choose a tool that supports those channels natively. Use the NPS response rate calculator to estimate the sample sizes you will need.

Segmentation and Filtering

A single NPS score for your entire customer base is nearly useless for decision-making. You need the ability to slice your data by:

• Customer plan or tier
• Company size or revenue
• Tenure (time since signup)
• Geographic region
• Usage patterns

The tool should make it easy to compare NPS across these segments without requiring data exports and spreadsheet gymnastics.

Automated Follow-Up Workflows

Collecting the score is step one. Acting on it is where value is created. Look for tools that can:

• Automatically trigger alerts when detractors respond
• Route feedback to the appropriate team (support, product, success)
• Send personalized follow-up messages to respondents
• Track whether the feedback loop was closed

Integration with Your Existing Stack

Your NPS tool should connect to the systems where your team already works. Common integration needs include:

• CRM (Salesforce, HubSpot) to tie NPS to account data
• Support (Zendesk, Intercom) to correlate NPS with support history
• Slack for real-time notifications when detractors respond
• Data warehouse for combining NPS with other customer health signals

Trend Tracking and Reporting

NPS is most useful as a trend, not a snapshot. For context, the average B2B SaaS NPS is 41, so knowing where you stand relative to your segment matters. The tool should display historical NPS data, highlight statistically significant changes, and make it easy to report on progress over time. Use the NPS calculator alongside your tool's reporting to validate your calculations.

How Quitlo Differs: Voice-Based, Conversation-Driven

Most NPS tools focus on the collection and analysis of scores. Quitlo focuses on a different problem: what happens after the score.

Traditional NPS workflows follow a pattern: send survey, collect score, read open-text responses (if any), and try to piece together what is happening. The qualitative data is sparse because most customers do not write detailed explanations in a text box.

Quitlo replaces the text box with a conversation. When a customer churns or signals dissatisfaction, Quitlo conducts an AI voice conversation that explores the reasons behind their decision. The AI asks open-ended questions, follows up on vague responses, and adapts based on what the customer says.

The output is not a score. It is a structured summary of what happened: the specific reason for leaving, whether they would consider returning, what competitor or alternative they are moving to, and what would have changed their decision. This summary is delivered directly to Slack or your CRM.

Quitlo functions both as a standalone NPS survey tool and as a conversational follow-up platform. The Signal tier ($99/mo) includes NPS, CSAT, and CES survey collection alongside 10 AI voice conversations per month. This means you do not need a separate NPS tool if Quitlo is your primary feedback platform. For teams with higher volume, the Intelligence tier ($349/mo) adds 100 voice conversations and the cancel widget. You can start with a free trial that includes 50 surveys and 10 voice conversations with no card required. See pricing for details.

Choosing the Right Tool: A Decision Framework

Here is a simple framework for picking the right NPS tool based on your current situation:

You are just starting with NPS. Start with a standalone tool like Retently or Quitlo's Signal tier. Keep it simple. Focus on establishing a baseline and building the habit of regular NPS measurement. You can upgrade later. (Note: Delighted, a popular starter choice, is shutting down June 2026.)

You have NPS running but need deeper integration. Look at CX platforms or ensure your standalone tool integrates with your CRM and support stack. The goal at this stage is connecting NPS data to the rest of your customer intelligence.

Your NPS score is stable but you cannot explain it. This is the signal that you need qualitative depth. Conversational tools that follow up on scores with AI-driven interviews will give you the context that numbers alone cannot provide.

You need NPS correlated with product usage. In-app tools like Satismeter or Pendo combine NPS collection with behavioral data, letting you see how usage patterns relate to sentiment.

You are a larger team with multiple feedback programs. A CX platform like Qualtrics consolidates NPS alongside employee surveys, brand tracking, and product research under one roof.

Common Mistakes When Choosing NPS Tools

Over-buying features. Many teams purchase enterprise CX platforms when a standalone NPS tool would serve them better. Start with what you need now and expand as your feedback program matures.

Ignoring the follow-up workflow. The best NPS tool is worthless if detractor feedback sits in a dashboard that no one checks. Prioritize tools with strong alerting, routing, and workflow capabilities.

Optimizing for the score instead of the insight. Some tools make it easy to game NPS by selectively targeting happy customers or tweaking survey timing. Resist this. The score is a diagnostic tool, not a vanity metric.

Skipping the qualitative layer. Collecting scores without understanding the reasons behind them leads to dashboard fatigue. Pair your NPS tool with a process for following up on responses, whether that is manual outreach or AI-driven conversations.

The Bottom Line

The NPS tool landscape in 2026 ranges from simple survey builders to AI-powered conversational platforms. The right choice depends on where you are in your feedback maturity:

• Early stage: Standalone NPS tools for simple collection and tracking.
• Growth stage: In-app or integrated tools for richer context and workflow automation.
• Mature stage: Conversational tools for the qualitative depth that scores alone cannot provide.

The most important decision is not which tool to buy. It is committing to act on what the data tells you. A simple NPS tool with a strong follow-up process will outperform an enterprise platform that nobody uses.

Start by choosing a tool that fits your stage, then commit to a weekly review of what the scores reveal. If you want both the score and the story in one platform, Quitlo's free trial bundles NPS/CSAT surveys with AI voice conversations so you can test both without a credit card. For a deeper look at making NPS actionable, see our guide on what happens after NPS.