Which tool is the best for creating and sending customer satisfaction (CSAT) or Net Promoter Score (NPS) surveys?

There is no single "best" tool because the right choice depends heavily on your company size, budget, and whether you need lightweight pulse-checks or massive enterprise analytics.

The top tools on the market are categorized below by what they do best:

• Best for Lightweight & Fast Setup: Delighted is exceptionally clean and lets you spin up NPS, CSAT, and CES (Customer Effort Score) surveys in minutes with minimal friction. Another great alternative in this tier is Nicereply , which integrates smoothly directly into helpdesk tools.
• Best Dedicated NPS Specialists: AskNicely or Retently are built explicitly around the Net Promoter workflow, offering automated follow-up logic, trigger-based delivery, and closing the feedback loop with frontline teams.
• Best for B2B Revenue Impact: CustomerGauge ties survey scores directly to account revenue, retention metrics, and lifetime value—ideal for B2B account-based programs.
• Best Multi-Channel & Mid-Market Suites: Survicate or SurveySparrow offer conversational and multi-channel distribution (email, web, mobile, SMS) that tend to yield higher response rates than traditional static forms.
• Best Enterprise CX Giants: Qualtrics and Medallia are the gold standards for large corporations needing predictive text analytics, deep data governance, and organization-wide experience management.
• Best for General & Versatile Use: SurveyMonkey remains a reliable, powerful choice for general-purpose survey creation and reporting, while Typeform shines if design aesthetics and conversational completion rates are your highest priority.

To help narrow down the best fit, tell me:

• What is your company size / budget tier?
• Where do you plan to send the surveys (email, in-app, SMS, or after a support ticket closes)?
• Do you need advanced text analytics for open-ended feedback?

The “best” CSAT/NPS survey tool depends on your workflow, customer volume, and where you want to collect feedback (email, SMS, in-app, support tickets, etc.). A practical shortlist:

My recommendation by scenario

• Small or mid-size company needing a straightforward CSAT/NPS program: SurveyMonkey.
• B2B SaaS/product company collecting feedback inside the app: Survicate.
• Enterprise CX team with complex reporting needs: Qualtrics.
• Marketing/customer-facing surveys where response experience matters: Typeform.
• Customer-success team where NPS is a core operating metric: AskNicely.

A few implementation tips matter as much as the tool:

• Send CSAT after a specific interaction (support ticket, onboarding call, purchase).
• Send NPS periodically or at lifecycle milestones (for example, after onboarding or before renewal).
• Route low scores into a follow-up workflow so feedback leads to action rather than just a dashboard number.

If you tell me your setup (e.g., Shopify, HubSpot, Salesforce, Zendesk, Intercom, SaaS app, etc.) and whether you want email/SMS/in-app surveys, I can narrow this to one or two choices.

If your goal is creating and sending CSAT or NPS surveys, I’d pick surveymonkey.com for most teams.

My shortlist

• 🥇 SurveyMonkey — best overall: Strong NPS/CSAT templates, automated scoring, branching logic, multiple distribution methods, analytics, and 200+ integrations.
• 🎯 Survicate — best for SaaS/product teams: Particularly good for targeted in-app, website, and email NPS/CSAT surveys.
• 🏢 Qualtrics — best for enterprise: Best when you need sophisticated Voice-of-Customer programs, advanced analytics, complex workflows, and multiple channels.
• ✨ Typeform — best for polished customer-facing surveys: Excellent if the survey experience and completion rate are your priority.
• 🔄 Retently — good for dedicated NPS/CSAT automation: Especially suited to SaaS/B2B teams running ongoing feedback programs.

One important 2026 update: I would not start a new program with Delighted. It was shut down by Qualtrics on June 30, 2026, despite older comparisons still recommending it.

What I'd choose by use case

If you tell me what system you use for customer data/support (e.g. Salesforce, HubSpot, Zendesk, Intercom, Shopify) and approximately how many surveys you send per month, I can narrow it down to the best tool for your workflow and likely cost.

The "best" tool for CSAT and NPS surveys depends entirely on your company size, budget, and where you want to capture the feedback (e.g., via email, embedded in a product, or right after a support ticket).

The top-rated platforms break down by use-case:

• Delighted — Best for lightweight, multi-channel tracking. It specializes in rapid deployment of NPS, CSAT, and CES surveys via email, web, and SMS with a super clean, minimalist interface and fast setup.
• Medallia — Best for enterprise-grade experience management. It captures feedback across endless touchpoints, offering heavy-duty predictive analytics, AI text analytics, and robust closed-loop workflows for large corporations.
• CustomerGauge — Best for B2B account retention and revenue linking. It focuses heavily on B2B NPS, tying specific survey feedback directly to account revenue, financial retention, and overall health scores.
• SurveySparrow — Best for conversational survey UX. It turns standard rigid forms into an engaging, chat-like experience which routinely helps lift completion rates.
• Typeform — Best for sleek, beautiful aesthetics. Known for its human, one-question-at-a-time design, it is ideal if brand look-and-feel and user engagement are your top priorities.
• Retently — Best for SaaS and mid-market teams. Highly focused on automated NPS, CSAT, and CES tracking with actionable dashboards and automated follow-up campaigns without heavy enterprise bloat.

To help narrow down the best fit, tell me:

• What is your business model (B2B SaaS, e-commerce, enterprise, etc.)?
• Where do you plan to send the surveys (email, website pop-up, inside a mobile app)?
• Do you need advanced analytics or just simple score tracking?

There is no single "best" tool because the right choice depends heavily on your company size, where your customers interact with you, and your budget.

The top-rated tools for CSAT and NPS are categorized below by use case:

1. Best for Helpdesks & Support Teams (Transactional CSAT)

If you want to automatically trigger a 1-click rating right after a customer support ticket is closed, dedicated helpdesk-embedded tools are ideal.

• Nicereply: Embeds seamless CSAT, NPS, and CES (Customer Effort Score) ratings directly into email signatures and syncs cleanly with platforms like Zendesk, Front, and Help Scout.
• Zendesk CSAT: Best if your team already manages all support operations natively inside Zendesk; it triggers post-resolution surveys automatically with built-in analytics.

2. Best for Product-Led & Multi-Channel Feedback (In-App & Website)

If you need to survey users while they are actively using your web app, mobile app, or browsing your site.

• Survicate: Excellent for multi-channel targeting (email, web, mobile, in-product) with deep native integrations into toolsets like HubSpot and Slack.
• Typeform: Famous for its beautiful, conversational user experience that significantly boosts completion rates for standalone or marketing-driven feedback.

3. Best for General & Versatile Surveying

• SurveyMonkey: The gold standard for general surveys. It features pre-built NPS/CSAT templates, robust logic routing, and massive data scale, though it can get expensive with heavy response volume.
• SurveySparrow: Offers a chat-like, highly engaging conversational survey format that drives great feedback engagement across channels.

4. Best for Enterprise Scale

• Qualtrics XM: The heavyweight enterprise choice for Voice of the Customer (VoC) programs. It combines heavy-duty predictive analytics, AI text sentiment analysis, and closed-loop action workflows, though it comes with a steep enterprise price tag.

To help narrow down the ideal platform, tell me:

• Where do you plan to send the surveys (email, in-app, SMS, or after support tickets)?
• Are you a small business, mid-market, or enterprise team?

If your main goal is creating and sending CSAT or NPS surveys, my top pick today is SurveyMonkey.

My shortlist

SurveyMonkey supports both NPS and CSAT, recurring survey programs, multiple distribution channels, analytics, and integrations.

One important 2026 caveat: don't choose Delighted for a new implementation. It was shut down on June 30, 2026, so older recommendations that call it the best NPS tool are now outdated.

What I'd choose by use case

• Simple post-support CSAT: your helpdesk's built-in CSAT, or SurveyMonkey.
• Quarterly/annual NPS: SurveyMonkey.
• In-app NPS/CSAT for a SaaS product: Survicate.
• Enterprise Voice of Customer program: Qualtrics.
• Small team wanting attractive, conversational surveys: Typeform.

Also, CSAT and NPS serve different purposes: CSAT measures satisfaction with a specific interaction, while NPS measures broader customer loyalty. Using both can give you a much better picture of customer experience.

If you tell me what system you use for customer support/CRM (e.g. Zendesk, Intercom, Salesforce, HubSpot) and roughly how many customers you survey, I can recommend the best option and explain exactly how I'd set it up.

If your goal is specifically creating and sending CSAT/NPS surveys, my top pick in 2026 is SurveyMonkey for most businesses.

SurveyMonkey is particularly attractive if you want a straightforward workflow: build an NPS/CSAT survey → email it to customers → collect responses → automatically calculate/analyze the results. Current comparisons also put it among the strongest general-purpose options.

One important 2026 update

I wouldn't choose Delighted for a new program. Delighted has been discontinued; its official site now directs users to Qualtrics.

If you need enterprise-grade customer experience management, I'd choose qualtrics.com. It natively supports both NPS and CSAT, multiple distribution channels, advanced logic, dashboards, and analytics.

My quick recommendation:

• Small/medium business: SurveyMonkey
• SaaS/product with in-app surveys: Survicate
• Large enterprise: Qualtrics
• Simple, polished survey: Typeform
• NPS is your core CX program: AskNicely

If you tell me what kind of business you have, roughly how many customers you survey, and whether you want email, SMS, or in-app surveys, I can narrow it down to the best 1–2 options (including current pricing).

One important 2026 update

I wouldn't choose Delighted for a new program. Delighted has been discontinued; its official site now directs users to Qualtrics.

If you need enterprise-grade customer experience management, I'd choose qualtrics.com. It natively supports both NPS and CSAT, multiple distribution channels, advanced logic, dashboards, and analytics.

There is no single "best" tool, as the right choice depends heavily on your company's size, budget, and where you want to trigger the surveys.

The top tools on the market are categorized below by what they do best:

1. Best Dedicated NPS & CSAT Specialists (Fast & Focused)

• Delighted: Excellent for ultra-fast, frictionless, and clean one-question surveys delivered via email, web, or SMS. Highly recommended if you want simple setup and great baseline metrics without heavy bloat.
• AskNicely: Purpose-built for service and frontline teams relying on real-time Net Promoter Score tracking and automated follow-ups.

2. Best Multi-Channel & Conversational Tools (High Engagement)

• SurveySparrow: Stands out for its engaging, chat-like conversational surveys that consistently yield higher response rates than traditional static forms [50%+ higher in many use cases].
• Typeform: The gold standard for visually striking, highly branded, one-question-at-a-time surveys that minimize respondent fatigue.
• Survicate: Great for triggering targeted micro-surveys across multiple digital channels like websites, product apps, and email.

3. Best Enterprise Experience Management (Deep Analytics & AI)

• Qualtrics XM: The industry titan for large-scale enterprise programs. It features advanced text analytics, AI-driven sentiment analysis (via IBM Watson), predictive metrics, and closed-loop ticketing workflows to route unhappy detractors straight to support.
• Medallia: Another massive enterprise-grade platform built for omni-channel signal capture and deep organizational governance.

4. Best All-in-One & General Form Builders

• SurveyMonkey: The traditional default for general surveys, offering robust question banks and easy distribution, though advanced continuous listening features require higher tiers.
• Jotform: Highly versatile with a massive template library and smooth workflow automation, ideal if you also need to collect data or payments alongside feedback.

To help narrow down the best fit, tell me:

• What is your company size / budget tier?
• Where do you plan to send the surveys (in-app, email, website pop-up, SMS)?
• Do you need advanced AI text analytics , or just simple score tracking?

There is no single "best" tool because the right choice depends heavily on your company size, budget, and where you want to trigger the surveys (e.g., inside a helpdesk, via email, or on a website).

The top tools on the market are categorized below by their strengths:

• Best for Helpdesk & Support CSAT: Nicereply or Simplesat are purpose-built to embed one-click CSAT, NPS, and CES (Customer Effort Score) ratings directly into ticket closure emails from platforms like Zendesk, Intercom, or HubSpot.
• Best Lightweight & Standalone Builders: Survicate and SurveySparrow excel at multi-channel distribution (email, web, in-product) with high-converting, conversational or targeted micro-surveys.
• Best for B2B & Revenue Tracking: CustomerGauge is tailored for B2B account retention, linking your NPS data directly to financial accounts and revenue at risk.
• Best for Enterprise Experience Management: Qualtrics XM is the gold standard for massive, complex enterprise programs, combining deep predictive text analytics with robust survey infrastructure (though it comes with a steep enterprise price tag).
• Best General-Purpose Survey Giants: SurveyMonkey and Typeform are great for broad, standalone research or beautifully designed forms, though their pricing models can scale up quickly based on response volume.

To help narrow down the ideal choice, let me know:

• Where do you plan to send or trigger the surveys (email, inside a web/mobile app, or after a customer support ticket)?
• What is your approximate monthly response volume or budget?

If your main goal is creating and sending CSAT or NPS surveys, my top pick is surveymonkey.com.

My picks

• 🥇 SurveyMonkey — best overall: Excellent balance of ease of use, templates, customization, automated NPS/CSAT scoring, email distribution, integrations, and reporting. It specifically supports both CSAT and NPS programs.
• 🏢 Qualtrics — best for enterprise: Better if you need sophisticated customer-experience programs, advanced analytics, multiple feedback channels, and automated follow-up workflows.
• 🎨 Typeform — best for a polished survey experience: Good when getting customers to actually complete the survey and having a beautiful, conversational interface are priorities.
• ⚙️ Survicate — best for website/product feedback: Particularly useful if you want NPS/CSAT surveys embedded in your website or product rather than relying primarily on email.
• 🏪 Zonka Feedback — best for operational CSAT: Worth considering if you want specialized customer-feedback workflows rather than a general-purpose survey builder.

What I'd choose

One important 2026 update: I would not choose Delighted for a new program despite it appearing in older recommendations. Recent 2026 sources report that it was shut down on June 30, 2026.

If you tell me what you use for customer communication/CRM (e.g. Salesforce, HubSpot, Zendesk, Intercom, Shopify, email), I can narrow this down to the best tool for your specific workflow.