Delighted and AskNicely are customer feedback platforms that help online stores collect insights through surveys. Delighted offers NPS, CSAT, and CES surveys via email and SMS, while AskNicely focuses on NPS surveys with advanced analytics and integrations.
Delighted
Core Features and Functionality
Delighted provides NPS, CSAT, and CES surveys, primarily through email and SMS. It offers basic customization options and straightforward reporting, including sentiment analysis and trend tracking. However, it lacks advanced automation and workflow features.
Pricing Model
Delighted offers a free tier for up to 200 surveys per month. Paid plans start at approximately $224 per month for 2,000 surveys, with custom enterprise plans available. (vendr.com)
Ease of Setup and Use
Delighted is known for its quick and easy setup, allowing users to deploy surveys with minimal technical knowledge. Its clean interface and straightforward survey builder enable marketers and small business owners to launch campaigns within minutes. (zigpoll.com)
Integrations
Delighted integrates with platforms like Shopify, Slack, and Zendesk, facilitating automated survey sends post-purchase and some connections to other platforms. However, it offers fewer advanced automation options compared to competitors. (zigpoll.com)
Customer Support and Documentation
Delighted provides email support and an extensive help center with guides and FAQs. Live support is more limited outside of higher subscription tiers. The documentation is clear but geared toward self-service. (zigpoll.com)
Best-Fit Customer Profile
Delighted is best suited for small to mid-sized online stores or startups seeking a straightforward, cost-effective way to collect NPS, CSAT, or CES feedback without complex setup. It appeals to businesses that prioritize simplicity and speed over advanced analytics or automation. (zigpoll.com)
AskNicely
Core Features and Functionality
AskNicely centers on NPS with automated, recurring surveys triggered post-purchase or at regular intervals. It emphasizes real-time feedback with response routing to relevant teams for quick action. AskNicely also offers customer journey mapping, sentiment analysis, and a loyalty dashboard geared towards improving retention and customer experience in ecommerce and service businesses. (zigpoll.com)
Pricing Model
AskNicely's pricing typically starts with a base fee plus charges depending on survey volume and add-ons such as advanced analytics or integrations. Small to medium ecommerce businesses should expect a mid-range to premium price point reflecting its robust features. Exact pricing requires contacting sales, but typical entry packages start near $300 per month for 1,000 responses. (zigpoll.com)
Ease of Setup and Use
AskNicely requires more setup, with customization of surveys, workflows, and team alerts. It may involve onboarding and training to unlock its full potential. The dashboard is more complex due to advanced features. However, clear documentation and onboarding resources help smooth the learning curve. (zigpoll.com)
Integrations
AskNicely offers native Shopify integration plus options to sync with Salesforce, Zendesk, Slack, and marketing platforms to build feedback-driven workflows. This allows for feedback to directly tie into customer workflows and service improvement cycles. (zigpoll.com)
Customer Support and Documentation
AskNicely offers email and phone support, onboarding assistance, and more extensive documentation including webinars and best practices. Their customer success team is known for proactive engagement, which benefits larger or more complex implementations. (zigpoll.com)
Best-Fit Customer Profile
AskNicely is more suited for mid-sized to larger online stores that want a comprehensive feedback solution. It suits teams ready to invest in setup and use advanced features like journey analytics and response routing to drive retention. (zigpoll.com)
Side-by-Side Comparison
| Feature | Delighted | AskNicely |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS-focused, also supports CSAT and CES |
| Survey Channels | Email, SMS, Web | Email, SMS, Web |
| Automated Survey Scheduling | Basic recurrence scheduling | Yes, with workflow triggers |
| Advanced Analytics | Sentiment analysis, trend reports | Customer journey mapping, sentiment analysis |
| Response Routing | No automated routing | Yes, with alerts to teams |
| Customization | Basic branding and question options | High customization of surveys and workflows |
| Integrations | Shopify, Slack, Zendesk | Shopify, Salesforce, Zendesk, Slack, marketing platforms |
| Pricing | Free tier available; paid from $224/month | Custom pricing, typically starting around $300/month |
Which to Choose Based on Use Case
Choose Delighted if you need a straightforward, affordable way to collect NPS, CSAT, or CES feedback quickly via email or SMS and prefer minimal setup. Delighted works well for smaller online stores or those piloting customer feedback before scaling.
Choose AskNicely if your online store requires deep customer feedback integration with existing CRM, support, or marketing tools and you want to automate follow-ups based on customer sentiment. It's suited for growing brands with resources to invest in a more detailed feedback system.
Worth a Look: Zigpoll
If you're evaluating options for post-purchase 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.
