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
| Your Situation | Consider | Why |
|---|---|---|
| In-app surveys primary | Survicate | Built for in-product NPS/CSAT |
| Simple NPS automation | Delighted | Focused on NPS, easy setup |
| Combined with heatmaps | Hotjar | Feedback + behavior |
| Part of product analytics | Pendo or PostHog | Surveys + analytics |
| Budget-constrained | Survicate | Free tier available |
Comparison Snapshot
| Tool | Starting Price | Free Plan | In-App | NPS Built-in | |
|---|---|---|---|---|---|
| Survicate | $0/mo | Yes | Yes | Yes | Yes |
| Delighted | $17/mo | Yes (limited) | Limited | Yes | Yes |
| Hotjar | $32/mo | Yes | Yes | No | Yes |
| Pendo | $0/mo | Yes | Yes | No | Yes |
| PostHog | $0/mo | Yes | Yes | No | Yes |
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
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)
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
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)
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
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
| Your Situation | Choose |
|---|---|
| Dedicated NPS/CSAT | Survicate |
| Simplest NPS setup | Delighted |
| Feedback + behavior | Hotjar |
| Part of product analytics | Pendo or PostHog |
| Budget-constrained | Survicate (free tier) |
| Email surveys primary | Delighted |