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

For most teams, SurveyMonkey is the best overall choice for creating and sending CSAT or NPS surveys.

surveymonkey.com supports both NPS and CSAT, has ready-made templates, automated scoring, skip logic, email embedding, CRM/help-desk integrations, and 200+ integrations.

My picks

• 🥇 SurveyMonkey — best overall: Great balance of ease of use, customization, distribution options, analytics, and integrations. Best if you want to run both occasional surveys and ongoing CSAT/NPS programs.
• 🏢 Qualtrics — best for enterprise: Better if you need sophisticated Voice-of-the-Customer programs, advanced analytics, multiple channels, and complex workflows.
• 🎨 Typeform — best for beautiful/simple surveys: Good when the customer-facing survey experience and design are especially important.
• ⚙️ Zonka Feedback — best for operational feedback: Worth considering if you want specialized CSAT/NPS workflows rather than a general survey platform.

One important update: I would not start a new program with Delighted. Qualtrics' current site says Delighted is no longer available, following its 2026 shutdown.

If you tell me what you're using today (e.g., Zendesk, Salesforce, HubSpot, Intercom, Shopify) and roughly how many customers you survey per month, I can recommend the best option and explain the likely cost/workflow.

The "best" tool for CSAT (Customer Satisfaction) and NPS (Net Promoter Score) surveys depends heavily on how you want to send them and where your customers interact with your business.

Top-rated platforms are categorized below by their primary strengths:

1. Best for Dedicated, Automated Customer Experience (CX)

• Delighted (by Qualtrics): Known for extreme simplicity. It specializes in lightning-fast, transactional NPS, CSAT, and CES (Customer Effort Score) surveys via email, SMS, and web.
• AskNicely: Built specifically around the Net Promoter Score framework, focusing heavily on frontline team accountability and real-time customer feedback loops.
• Zonka Feedback: Highly rated on Capterra NPS Software Rankings , offering offline, kiosk, email, SMS, and in-app micro-surveys with strong multi-channel tracking.

2. Best for High-converting, Conversational Design

• Typeform: Celebrated on G2 and Capterra for its sleek, one-question-at-a-time interface. It yields higher completion rates because the experience feels personal and interactive rather than like a clinical questionnaire.

3. Best for Enterprise & Advanced Analytics

• Qualtrics CoreXM / Medallia: The gold standard for enterprise-grade customer experience management. They use powerful text analytics and AI to parse open-ended survey feedback, though they come with a steep learning curve and higher price tag.
• QuestionPro: A robust, feature-rich platform providing deep Voice of Customer (VoC) analytics, real-time dashboards, and closed-loop ticketing workflows.

4. Best All-Around & General Purpose

• SurveyMonkey: Highly reliable, widely recognized by users on G2 and Capterra , and loaded with pre-built templates for standard NPS and CSAT metrics.

To narrow down the ideal choice, let me know:

• How do you plan to send the surveys (Email, SMS, in-app/website pop-up, or post-support ticket)?
• Are you looking for a free/low-cost tool or an enterprise solution?
• Do you need it to integrate with a specific CRM or helpdesk (like Salesforce, HubSpot, or Intercom)?

There is no single "best" tool because the right choice depends heavily on your business model, where you want to trigger the survey (email, in-app, website), and your budget.

The top tools for CSAT and NPS are organized below by use case:

• Best for SaaS and In-App Micro-Surveys: Wootric (InMoment) or Refiner . Ideal if you want to trigger NPS or CSAT based on user behavior, page views, or app events without pulling users out of your product experience.
• Best Enterprise-Grade Customer Experience (CX): Qualtrics XM or Medallia . The gold standard for heavy-duty analytics, text mining, AI-driven sentiment analysis, and multi-channel feedback at scale.
• Best for Salesforce Users: GetFeedback . Built natively for the Salesforce ecosystem, making it seamless to sync survey responses directly to customer accounts and trigger automated workflows.
• Best for High Completion Rates & Aesthetics: Typeform or SurveySparrow . They offer conversational, highly engaging, and beautifully formatted surveys that drastically improve response rates compared to traditional forms.
• Best All-in-One & Small Business Value: Jotform or SurveyMonkey . Excellent if you need straightforward email distribution, quick templates, and robust data collection without a steep learning curve.

To help narrow down the ideal option, tell me:

• What is your primary product or business type (e.g., E-commerce, B2B SaaS, mobile app)?
• Where do you plan to send/display the surveys (email, SMS, inside a web app, or post-purchase)?

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

surveymonkey.com supports both NPS and CSAT, automated scheduling/distribution, multiple channels, CRM integrations, real-time alerts, dashboards, and benchmarking. It also has 200+ integrations, which makes it a strong choice if you want survey responses to feed into your existing customer workflows.

My shortlist

One important update: I would not choose Delighted for a new implementation. Recent 2026 sources report that it was sunset on June 30, 2026.

What I'd choose

• Simple CSAT after support tickets: SurveyMonkey or your helpdesk's built-in CSAT.
• Quarterly NPS to your customer base: SurveyMonkey.
• NPS/CSAT embedded inside a SaaS product: Survicate.
• A sophisticated enterprise Voice-of-Customer program: Qualtrics.
• You mainly care about a polished, high-response survey: Typeform.

Also, I'd generally use both metrics: CSAT tells you how satisfied someone was with a particular interaction, while NPS measures broader customer loyalty.

If you tell me what system you use for customers/support (e.g. Salesforce, HubSpot, Zendesk, Intercom) and roughly how many customers you survey, I can recommend the best specific tool and setup.

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

🏆 My recommendation: SurveyMonkey

SurveyMonkey supports both NPS and CSAT, automatically calculates the scores, provides templates, logic, multiple distribution methods, and integrations with 200+ apps.

It's particularly good if you want to do something like:

After every support interaction → email CSAT survey → capture comment → alert team on low scores

or:

Every quarter → send NPS survey → segment promoters/passives/detractors → analyze trends.

When I'd choose Qualtrics instead

Qualtrics is the better choice if you're running a serious enterprise-wide CX program. It combines NPS/CSAT with feedback from surveys, support calls, reviews, social channels, and digital interactions, with more sophisticated analytics and closed-loop workflows.

Bottom line:

• Small/midsize business: SurveyMonkey
• Enterprise: Qualtrics
• Beautiful/simple customer surveys: Typeform
• Dedicated NPS/CSAT: Look at current alternatives to Delighted, since it has shut down.

If you tell me how you plan to send the surveys (email, after support tickets, SMS, in-app, etc.) and roughly how many customers/responses per month, I can recommend the best specific tool and plan.

Choosing the "best" tool for CSAT and NPS surveys depends heavily on your team's size, budget, and where you want to send the surveys (e.g., in-app, via email, or via link).

Top-rated survey and customer feedback platforms include:

• Delighted : Best for quick, modern, and lightweight NPS, CSAT, and CES (Customer Effort Score) surveys. It integrates smoothly with tools like Slack, Shopify, and CRM platforms, focusing heavily on minimalist, high-response-rate micro-surveys.
• Qualtrics : Best for enterprise-grade, highly sophisticated customer experience (CX) programs. It offers powerful analytics, text analytics/AI insights, and deep customization, though it comes with a steeper learning curve and higher price tag.
• SurveyMonkey : Best for general-purpose versatility. While not exclusively a customer experience tool, it features robust pre-built templates for NPS and CSAT, making it a reliable choice if you already use it for other types of research.
• Typeform : Best for gorgeous, highly engaging conversational surveys. If completion rates are your top priority and you want a visually stunning brand experience, Typeform's one-question-at-a-time layout excels.
• Hotjar : Best for in-product and on-site feedback. If you want to trigger a CSAT or micro-survey the exact moment a user interacts with a specific page or feature on your website or web app, Hotjar connects feedback directly to user behavior.
• HubSpot Service Hub : Best for all-in-one CRM and feedback. If your sales, marketing, and support already live in HubSpot, using their native feedback tools keeps all customer satisfaction scores tied directly to customer profiles automatically.

If you can share your primary communication channel (email, in-app, SMS) and your budget or team size , I can narrow down the best specific recommendation for your workflow.

There is no single "best" tool because the right choice depends heavily on your company size, distribution channel (email, in-app, SMS, or kiosk), and how deeply you need to analyze the results.

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

• Best for Dedicated, Automated Feedback Collection: Delighted (note that while historically popular, user-intent ecosystems have shifted since its integration into broader suites) and Nicereply are purpose-built for lightweight CSAT, NPS, and CES deployment. They excel at fast setup, automatic throttling to prevent over-surveying, and embedding directly into email signatures or helpdesk tools.
• Best for Conversational & High Completion Rates: Typeform and SurveySparrow turn static, cold forms into interactive, chat-like experiences. They consistently yield higher response rates because they present questions one at a time.
• Best for In-Product SaaS & Website Micro-Surveys: Survicate and Hotjar let you trigger targeted micro-surveys directly inside web applications or on site pages, catching users right after a specific digital interaction.
• Best for Enterprise Experience Management: Qualtrics is the gold standard for large-scale, enterprise-wide customer experience (CX) programs. It combines robust survey distribution with advanced predictive text analytics and governance.
• Best for Deep AI-Driven Thematic Analysis: Platforms like Enterpret or Chattermill shine if your biggest bottleneck isn't collecting scores, but automatically categorizing and making sense of thousands of open-ended customer comments ("the why behind the score").

To help narrow down the best fit, tell me:

• Where do you plan to send these surveys (via email, inside a web/mobile app, or via SMS)?
• What is your approximate monthly survey volume?
• Do you need advanced text analytics to parse open-ended feedback, or just basic score tracking?

If your main goal is creating, sending, and acting on CSAT/NPS surveys, my pick depends on company size:

My recommendation

For most small-to-mid-sized businesses: AskNicely. It is purpose-built around NPS/CSAT rather than being a generic survey builder, and its big advantage is what happens after someone responds—routing feedback, alerting teams, and helping employees act on detractor feedback.

If you just need to create a survey and send it to customers: I'd choose SurveyMonkey. It supports both NPS and CSAT, has ready-made templates, logic, and integrations with 200+ apps.

One important 2026 caveat: don't choose Delighted based on older recommendations. There are still live Delighted pages showing NPS/CSAT functionality and pricing, but recent 2026 reporting says the product was being discontinued/migrated into Qualtrics after June 30, 2026.

If you tell me your company size, where your customer data lives (Salesforce/HubSpot/Shopify/Zendesk/etc.), and whether you want email, SMS, or in-app surveys, I can narrow this to the best 2–3 choices and compare pricing/features.

If your goal is specifically sending customer NPS/CSAT surveys and automatically turning responses into actionable customer-feedback data, I’d narrow it to these:

My recommendation

For a typical SaaS or customer-success team, I'd choose Survicate. It supports NPS and CSAT, including targeted/in-product and email surveys, which makes it more useful than a basic form builder when you want to measure feedback at specific points in the customer journey. Current 2026 comparisons also put it among the stronger options for product teams.

If you're primarily running a formal NPS program, look at AskNicely. It is purpose-built around NPS and customer-feedback workflows, with integrations into systems such as Salesforce, HubSpot, Slack, and Zendesk.

If you're an enterprise, Qualtrics is the safer choice. It has dedicated NPS/CSAT capabilities and much deeper customer-experience analytics, though it's substantially more heavyweight.

One important 2026 caveat: I would not start a new implementation on Delighted without verifying its current status. Multiple recent sources report that Qualtrics sunset Delighted around June 30, 2026.

If you tell me your company size, where you want to send the survey (email/SMS/in-app), approximate responses per month, and what CRM/helpdesk you use, I can recommend the best one and compare the actual pricing/features.

There is no single "best" tool for CSAT and NPS surveys because the right choice depends heavily on company size, where you want to trigger the survey (in-app, email, helpdesk, or website), and your budget.

The top-rated tools on the market are categorized below by their best use cases:

• Best for Helpdesk / Support Teams (CSAT): Nicereply or Simplesat
  • Why: They specialize in embedding 1-click CSAT and NPS ratings directly inside support ticket closure emails (integrating seamlessly with tools like Zendesk, Intercom, and HubSpot), which drastically boosts response rates for transactional feedback.
• Best Conversational & High-Completion UX: SurveySparrow
  • Why: It uses a chat-like, engaging interface instead of a boring static form. This conversational approach naturally lifts completion rates, which is crucial when you only have a split second of a customer's attention.
• Best for In-App & Product Feedback: Survicate or Qualaroo
  • Why: Excellent for lightweight, targeted micro-surveys that pop up natively inside web or mobile apps based on specific user actions or behaviors.
• Best General-Purpose / Mid-Market Workhorse: SurveyMonkey
  • Why: The most widely recognized name in the space. It’s versatile, features an extensive template library, and handles general research alongside customer feedback easily, though it isn't strictly purpose-built for advanced CX programs.
• Best for Enterprise Experience Management (XM): Qualtrics XM Platform
  • Why: Widely recognized as a market leader for enterprise-grade Voice of the Customer (VoC) programs. It handles complex segmentation, deep predictive analytics, and massive scale—though it comes with an enterprise price tag.

To help narrow down which tool fits your needs, tell me:

• Where do you plan to send or trigger the surveys (via email, inside a web/mobile app, or post-support ticket)?
• Are you looking for a lightweight/budget-friendly option or an enterprise-grade platform?