When evaluating attribution survey tools for Shopify Plus merchants, two platforms stand out: AskNicely and Retently. Both offer specialized solutions for collecting customer feedback, yet they differ in features, pricing, ease of use, and integration capabilities.
AskNicely
AskNicely is a customer feedback platform tailored for e-commerce and service businesses, focusing primarily on Net Promoter Score (NPS) surveys.
Features
- NPS Surveys: Central to AskNicely's offerings, enabling businesses to gauge customer loyalty.
- Real-Time Feedback: Provides immediate insights into customer sentiments.
- Frontline Coaching: Offers tools to coach frontline staff based on customer feedback.
- Live NPS Displays: Allows broadcasting of live NPS scores across departments.
Pricing Model
AskNicely operates on a subscription-based pricing model, with plans starting at $375 per month for the Professional plan. Custom pricing is available for larger enterprises. (retently.com)
Pros
- Real-Time Feedback: Enables swift responses to customer sentiments.
- Frontline Coaching: Supports staff development through actionable insights.
- Live Displays: Promotes transparency and accountability within teams.
Cons
- Pricing: Higher cost may be a barrier for small to mid-sized businesses.
- Limited Survey Types: Primarily focuses on NPS, lacking support for other survey methodologies.
Best-Fit Customer Profile
Ideal for larger enterprises seeking a comprehensive NPS-focused feedback system with real-time capabilities and frontline coaching features.
Retently
Retently is a customer experience management platform offering NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys, with a strong emphasis on e-commerce applications.
Features
- Multi-Channel Surveys: Supports various survey distribution methods, including email, link, and embedded forms.
- Survey Automation: Automates survey campaigns based on customer interactions.
- Advanced Reporting: Provides in-depth analytics and benchmarking.
- AI-Powered Analytics: Utilizes artificial intelligence for sentiment analysis and feedback classification.
- Integrations: Offers integrations with platforms like Shopify, Zendesk, and Intercom. (retently.com)
Pricing Model
Retently offers tiered pricing:
- Ecommerce Basic: $49 per month, includes 1,000 surveys, 10 campaigns, and 1 user seat.
- Ecommerce Pro: $299 per month, includes 20,000 surveys, 10 campaigns, and 10 user seats.
- Enterprise: Custom pricing for tailored solutions. (retently.com)
Pros
- Multi-Channel Support: Reaches customers through various channels.
- Survey Automation: Enhances efficiency by automating feedback collection.
- Advanced Analytics: Delivers comprehensive insights into customer experiences.
- E-commerce Integrations: Seamlessly integrates with e-commerce platforms, including Shopify.
Cons
- Complexity: The array of features may require a learning curve.
- Pricing: Higher-tier plans may be costly for smaller businesses.
Best-Fit Customer Profile
Suitable for e-commerce businesses, particularly those using Shopify, seeking a versatile and automated customer feedback system with advanced analytics.
Side-by-Side Comparison
| Feature | AskNicely | Retently |
|---|---|---|
| Survey Types | NPS | NPS, CSAT, CES |
| Survey Distribution | Primarily email | Email, link, embedded forms |
| Survey Automation | Limited | Automated campaigns based on customer interactions |
| Analytics | Real-time feedback, frontline coaching | Advanced reporting, AI-powered sentiment analysis |
| Integrations | Limited | Shopify, Zendesk, Intercom, and more |
| Pricing | Starting at $375/month for Professional plan | Starting at $49/month for Ecommerce Basic plan |
| Best-Fit Customer | Larger enterprises focusing on NPS and frontline coaching | E-commerce businesses, especially Shopify users, seeking multi-channel feedback solutions |
Which to Choose
When deciding between AskNicely and Retently for attribution survey tools, consider the following:
AskNicely: If your business is a larger enterprise that prioritizes NPS feedback, real-time insights, and frontline coaching, and you have the budget to support a higher-priced solution, AskNicely may be the appropriate choice.
Retently: If you operate an e-commerce business, particularly on Shopify, and require a versatile feedback system that supports multiple survey types, automation, and advanced analytics at a more accessible price point, Retently could be more suitable.
Worth a Look: Zigpoll
If you're evaluating options for attribution survey tools, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, with zero-party data collection and a clean, Shopify-native setup.
