When evaluating feedback tools for SaaS companies, it's crucial to choose a solution that aligns with your specific needs. Delighted and Fairing are two prominent options, each offering unique features tailored to different aspects of customer feedback collection.
Delighted
Delighted specializes in simple, scalable surveys, focusing on Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) assessments. These surveys are delivered via email and SMS, making them accessible and straightforward for customers.
Features
- Survey Types: NPS, CSAT, CES
- Delivery Channels: Email, SMS
- Customization: Basic survey templates with limited customization options
- Integrations: Over 35 free integrations, including Shopify
Pricing Model
Delighted offers a free plan with up to 25 responses per month. Paid plans start at $19 per month, scaling with response volume. Annual billing provides a discount.
Pros
- Ease of Setup: Quick and straightforward implementation
- Wide Range of Integrations: Seamless connections with various platforms
- Unlimited Survey Sends: Ability to send surveys without restrictions
Cons
- Limited Survey Types: Focuses primarily on NPS, CSAT, and CES
- Higher-Tier Plans Costly for Startups: Pricing may be steep for smaller businesses
Best-Fit Customer Profile
Ideal for SaaS companies seeking straightforward, scalable surveys with extensive integrations, especially those already using platforms like Shopify.
Fairing
Fairing focuses on post-purchase attribution surveys, providing deep analytics integrations to help businesses understand customer behavior and campaign effectiveness.
Features
- Survey Types: Post-purchase attribution surveys
- Delivery Channels: Integrated within the purchase process
- Customization: Highly customizable questions and flows
- Integrations: Deep analytics integrations, particularly with Shopify
Pricing Model
Pricing details are not publicly available; interested parties should contact Fairing directly for current rates.
Pros
- Advanced Analytics: Provides in-depth insights into customer behavior
- Customizable Surveys: Tailor surveys to specific business needs
- Shopify Integration: Seamless integration with Shopify for post-purchase surveys
Cons
- Pricing Transparency: Lack of publicly available pricing information
- Setup Complexity: May require more time and resources to implement
Best-Fit Customer Profile
Suitable for SaaS companies seeking detailed post-purchase insights with advanced analytics capabilities, particularly those using Shopify.
Side-by-Side Comparison
| Feature | Delighted | Fairing |
|---|---|---|
| Survey Types | NPS, CSAT, CES | Post-purchase attribution surveys |
| Delivery Channels | Email, SMS | Integrated within the purchase process |
| Customization | Basic templates | Highly customizable questions and flows |
| Integrations | Over 35 free integrations, including Shopify | Deep analytics integrations, particularly with Shopify |
| Pricing Model | Free plan with up to 25 responses/month; paid plans starting at $19/month | Pricing details not publicly available; contact Fairing for current rates |
| Ease of Setup | Quick and straightforward implementation | May require more time and resources to implement |
| Best-Fit Customer Profile | SaaS companies seeking straightforward, scalable surveys with extensive integrations | SaaS companies seeking detailed post-purchase insights with advanced analytics capabilities |
Which to Choose
Delighted: If your SaaS company requires simple, scalable surveys like NPS, CSAT, or CES, and you prefer a solution with a quick setup and extensive integrations, Delighted is a suitable choice.
Fairing: If your focus is on gathering detailed post-purchase insights with advanced analytics, especially within the Shopify ecosystem, and you have the resources to invest in a more complex setup, Fairing may be the better fit.
Worth a Look: Zigpoll
If you're evaluating ecommerce feedback tools, Zigpoll is worth a look. It’s a Shopify app offering post-purchase, on-site, and exit-intent surveys, catering well to merchants seeking flexible survey placement beyond just emails or order pages. While it doesn’t replace the deep analytics of Fairing, it balances ease of use and survey variety efficiently.
