Software, templates and calculators for running customer-feedback work.
Senior management is on board, the change management plan's in place, and now you need to choose an NPS software platform. There's a tempting cheap route via generic survey tools, and a year later you've custom-built half a dedicated platform on top of it. Here's the buyer's guide: which features are mandatory, which are recommended, and the one B2B question most checklists never ask.
Choosing NPS software in 2026 is harder than it should be, every vendor claims everything, and the differences only show up months in. Here's what actually matters: survey customisation, distribution channels (email, SMS, in-app), segmentation, real-time analytics, and the integrations that wire NPS into your CRM and helpdesk. With a comparison of the top providers, what's changed in the vendor landscape, and why the feature checklist rarely predicts whether the programme survives its first year.
![How to Calculate Net Promoter Score in Excel/Google Sheets [with Download]](/_astro/net-promoter-score-excel-calculator.B48SXQC0.jpg)
You don't need a dedicated NPS platform to calculate NPS — Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.
Manual transactional NPS programs survive about six months before someone gets bored of doing the data entry, and the program quietly dies. Automation isn't optional. Here's what automating NPS data collection actually requires: timely survey delivery, efficient reporting, in-depth analysis, and closed-loop service recovery, plus how to choose between general survey tools, in-house builds, dedicated NPS vendors, and CRM extensions.
Transactional NPS asks customers about your processes, not your relationship, and that quickly drags you into the architecture of service delivery itself. Most organisations still optimise the stopwatch and assume faster is better. The Dynamics of Service argues the opposite, in the cases that matter. Here's the encounter-versus-relationship distinction and where it changes the design call.
Transactional NPS is just two questions, but the way you collect the responses changes the response rate by 5x. Outbound phone, inbound IVR, email, web; each has its case and its trap. Here's the comparison across the main collection channels, and the criteria (timely, frequent, low-touch) that pick the winner for your touchpoint.