When evaluating post-purchase survey tools for ecommerce, it's essential to consider how each platform aligns with your business needs. Delighted and Grapevine Surveys offer distinct approaches to capturing customer feedback, each with its own strengths and limitations.

Delighted

Delighted is a customer feedback platform that specializes in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. These surveys can be distributed via email and SMS, making it suitable for ecommerce businesses seeking broad customer insights.

Core Features and Functionality

• Survey Types: Delighted focuses on NPS, CSAT, and CES surveys, providing standardized metrics to gauge customer loyalty and satisfaction.
• Delivery Channels: Surveys are sent through email and SMS, allowing for multi-channel engagement.
• Survey Customization: Offers basic branding options but has limited question logic and customization capabilities.
• Reporting and Analytics: Provides a dashboard with trends and export options, enabling analysis of customer feedback over time.
• Automation: Supports automated survey sending after specific events, streamlining the feedback collection process.
• Multilingual Support: Limited support for multiple languages, which may be a constraint for global businesses.
• Mobile-Friendly: Yes, ensuring surveys are accessible on various devices.

Pricing Model

Delighted offers tiered pricing based on response volume, with a free plan available for up to 200 surveys per month. Paid plans start at approximately $224 per month for up to 2,000 responses, with higher tiers and custom pricing for larger volumes. This pricing structure may be more suitable for mid-sized to large businesses.

Ease of Setup and Use

Delighted provides a straightforward online setup process, connecting with platforms like Shopify via app or API. The interface is clean, requiring minimal technical skills to launch surveys. However, the limited customization options may not meet the needs of businesses seeking more tailored survey experiences.

Integrations

Delighted integrates with various platforms, including Shopify, Salesforce, Zendesk, and others via API and Zapier. This flexibility allows businesses to incorporate Delighted into their existing workflows. However, the integration with Shopify is not as deep as some competitors, which may limit its effectiveness for Shopify-centric businesses.

Customer Support and Documentation

Delighted offers email and chat support, along with a comprehensive online help center, user guides, and FAQs. This extensive documentation can assist users in effectively utilizing the platform.

Best-Fit Customer Profile

Delighted is best suited for small to medium-sized ecommerce businesses that require simple, multi-channel surveys (email and SMS) with standard NPS, CSAT, and CES metrics. It's ideal for stores on multiple platforms or those needing feedback beyond post-purchase interactions.

Grapevine Surveys

Grapevine Surveys is a Shopify-specific app designed to gather post-purchase feedback directly on the order status page. This focus allows Shopify merchants to capture actionable insights at a critical moment after purchase.

Core Features and Functionality

• Survey Types: Specializes in post-purchase surveys, providing targeted feedback on the order status page.
• Delivery Channels: Embedded directly on the Shopify order status page, ensuring immediate feedback collection.
• Survey Customization: Offers customizable questions, branding, and targeting, allowing for a tailored survey experience.
• Reporting and Analytics: Provides real-time feedback with integration into Shopify order data, enabling analysis of customer sentiments related to specific orders.
• Automation: Automatically triggers surveys post-purchase, streamlining the feedback collection process.
• Multilingual Support: Supports multiple languages, catering to a diverse customer base.
• Mobile-Friendly: Yes, ensuring surveys are accessible on various devices.

Pricing Model

Grapevine Surveys offers a free plan with basic features and up to 100 responses. Paid plans start at approximately $15 per month for up to 500 responses, with higher tiers available for larger volumes. This pricing structure is budget-friendly for small to medium-sized Shopify stores.

Ease of Setup and Use

Grapevine Surveys installs directly from the Shopify app marketplace, with surveys appearing automatically on the order status page. Setup includes customizing questions and appearance, with a user-friendly interface that requires minimal technical expertise.

Integrations

Grapevine Surveys is a Shopify-native app, offering deep integration with Shopify order and customer data. However, it has limited external integrations, which may be a consideration for businesses using multiple platforms.

Customer Support and Documentation

Grapevine Surveys provides email support and documentation focused on Shopify setup and best practices. While support is responsive, some users may find the documentation basic compared to competitors.

Best-Fit Customer Profile

Grapevine Surveys is ideal for Shopify merchants focused on capturing post-purchase feedback directly on the order status page. It's best for businesses wanting tight integration with Shopify orders and simple survey deployment without email or SMS.

Side-by-Side Comparison

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. It tends to suit merchants who want flexible survey types in one place without enterprise pricing.