Tools for NPS and CSAT Tracking

What NPS and CSAT Tracking Requires

Effective satisfaction tracking needs:

• Automated surveys — trigger at the right moments
• Score calculation — NPS (-100 to +100), CSAT (percentage)
• Trend analysis — track scores over time
• Segmentation — break down by customer type, product, etc.
• Detractor alerts — notify when scores drop

The right tool depends on where you collect feedback (in-app, email, website) and how sophisticated your analysis needs to be.

Quick Decision

Comparison Snapshot

Tool Profiles

Survicate — Dedicated NPS/CSAT

Survicate specializes in NPS and CSAT with built-in scoring, trending, and segmentation.

Fits well when:

• NPS/CSAT tracking is your primary use case
• You need in-app and email surveys
• Behavioral targeting matters (survey triggers)
• You want dedicated satisfaction analytics
• Budget is constrained (free tier)

Less suited when:

• You need heatmaps alongside surveys
• You want surveys as part of broader analytics
• You need complex form logic (Typeform better)

NPS strength: Purpose-built NPS/CSAT with automatic scoring.

Starting price: $0/mo | Free plan: Yes

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Delighted — Simple NPS automation

Delighted focuses specifically on NPS with simple setup and clear dashboards.

Fits well when:

• NPS is your primary metric
• You want the simplest setup
• Email surveys are primary channel
• Clean reporting is priority

Less suited when:

• You need advanced in-app targeting
• CSAT is more important than NPS
• You need broader feedback capabilities

NPS strength: Focused, simple NPS workflows.

Starting price: $17/mo | Free plan: Yes (limited)

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Hotjar — Feedback + behavior

Hotjar combines NPS/CSAT surveys with heatmaps and session recordings — understand “why” alongside scores.

Fits well when:

• You want feedback + behavioral context
• Landing page optimization is priority
• You need to see where users struggle
• Website feedback (not in-app)

Less suited when:

• Email surveys are needed
• You want dedicated NPS analytics
• Budget is very constrained

NPS strength: Surveys combined with behavior insights.

Starting price: $32/mo | Free plan: Yes

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Pendo — NPS within product analytics

Pendo combines in-app NPS with product analytics and onboarding guides.

Fits well when:

• You want NPS as part of product analytics
• In-app guidance alongside feedback
• Feature adoption measurement matters
• Enterprise product management

Less suited when:

• You only need NPS/CSAT (overkill)
• Budget is constrained
• Email surveys are needed

NPS strength: NPS integrated with product analytics.

Starting price: $0/mo | Free plan: Yes (limited)

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PostHog — Surveys within product analytics

PostHog’s surveys feature integrates NPS/CSAT into its broader product analytics platform.

Fits well when:

• You already use PostHog for analytics
• You want surveys + analytics unified
• Self-hosting is important
• Developer-focused team

Less suited when:

• You need dedicated NPS features
• You want simpler, focused tooling
• Email surveys are primary channel

NPS strength: Unified with product analytics.

Starting price: $0/mo | Free plan: Yes

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NPS vs CSAT: When to Use Each

NPS (Net Promoter Score):

• Measures overall loyalty and likelihood to recommend
• Scale: 0-10, results in -100 to +100 score
• Best for: Relationship tracking, overall satisfaction trends
• Frequency: Quarterly or after major milestones

CSAT (Customer Satisfaction Score):

• Measures satisfaction with specific interactions
• Scale: Usually 1-5 or 1-7, results in percentage
• Best for: Transactional feedback, support quality
• Frequency: After specific interactions (support, purchase)

Use both: NPS for overall health, CSAT for specific touchpoints.

Survey Timing Best Practices

When to survey:

• After onboarding completion (NPS)
• After support interaction (CSAT)
• After key feature usage (NPS)
• Quarterly for existing customers (NPS)

When NOT to survey:

• Immediately after signup (too early)
• During complex workflows (interruption)
• Too frequently (survey fatigue)
• After negative experiences (already know sentiment)

Frequently Asked Questions

What’s a good NPS score?

NPS ranges from -100 to +100. Above 0 means more promoters than detractors. Above 50 is excellent. Benchmarks vary significantly by industry — compare to your own trends, not general numbers.

How often should I run NPS surveys?

Quarterly for relationship NPS. Transactional NPS triggers after specific milestones. Avoid surveying the same customers more than once per quarter.

Which tool is best for in-app NPS?

Survicate is purpose-built for in-app NPS with behavioral targeting. Pendo and PostHog integrate NPS into broader product analytics.

Can I track NPS trends over time?

All listed tools provide trend tracking. Survicate and Delighted have the most focused NPS dashboards. Pendo and PostHog include trends within broader analytics.

Should I use NPS or CSAT?

Use both. NPS measures overall loyalty and relationship health. CSAT measures satisfaction with specific interactions. They provide complementary insights.

Bottom Line

Related Pages

• Survicate alternatives
• Hotjar alternatives
• Feedback tools for in-product surveys
• Feedback tools category