When evaluating survey tools for Shopify Plus merchants, Delighted and KnoCommerce offer distinct approaches to capturing customer feedback. Delighted provides simple NPS, CSAT, and CES surveys via email and SMS, while KnoCommerce specializes in post-purchase attribution surveys with multi-question flows and zero-party data collection. This comparison examines their features, pricing, ease of use, integrations, customer support, and ideal customer profiles to help you determine which tool aligns best with your business needs.
Core Features and Functionality
Delighted offers straightforward surveys focusing on customer satisfaction metrics:
- Survey Types: NPS, CSAT, and CES surveys.
- Delivery Channels: Email and SMS.
- Customization: Limited to single-question surveys.
- Attribution Tracking: No direct purchase attribution.
- Reporting & Analytics: Real-time dashboards with follow-up triggers.
KnoCommerce focuses on in-depth post-purchase insights:
- Survey Types: Multi-question post-purchase surveys.
- Delivery Channels: Embedded in Shopify checkout and order confirmation pages.
- Customization: Conditional logic with branching flows.
- Attribution Tracking: Robust post-purchase attribution.
- Reporting & Analytics: Detailed segmentation and conversion tracking.
Pricing and Value
Pricing structures for both tools cater to different business scales:
| Pricing Plan | Delighted | KnoCommerce |
|---|---|---|
| Free Tier | Up to 200 surveys/month | Up to 50 responses/month |
| Entry-Level Paid Plan | Starts at $49/month | Starts at $29/month |
| Advanced Plans | Higher tiers for increased survey counts and features | Higher tiers for advanced features and integrations |
Delighted's free tier is suitable for small businesses, while KnoCommerce's pricing is competitive for Shopify-focused merchants. However, KnoCommerce's plans can become costly at high response volumes. (zigpoll.com)
Ease of Setup and Use
Delighted is praised for its minimal setup time and intuitive interface, allowing users to launch surveys quickly with pre-built templates. (zigpoll.com)
KnoCommerce requires more initial setup due to its multi-question survey flows and integration into the Shopify checkout process. This may involve a steeper learning curve for merchants unfamiliar with survey design or Shopify Liquid customizations. (zigpoll.com)
Integrations
Delighted supports a broad range of integrations, including Shopify, Zendesk, HubSpot, Salesforce, and Slack, making it adaptable for merchants using multiple platforms. (zigpoll.com)
KnoCommerce is deeply integrated with Shopify, embedding surveys directly into the checkout and order confirmation pages. It also supports Zapier for integrations with other platforms but is primarily focused on the Shopify ecosystem. (zigpoll.com)
Customer Support and Documentation
Delighted offers email, live chat, and phone support, along with extensive documentation and user forums, benefiting merchants who value quick resolutions and comprehensive onboarding assistance. (zigpoll.com)
KnoCommerce provides email and chat support with a knowledge base tailored to Shopify merchants, focusing on helping users optimize survey flows and data use for subscription analytics. Support is generally responsive but may be slower compared to larger SaaS vendors. (zigpoll.com)
Best-Fit Customer Profile
Delighted is ideal for merchants seeking quick, scalable customer satisfaction measurement using established frameworks like NPS or CSAT, with easy deployment via email and SMS. It suits businesses that prioritize volume and ease of use over survey complexity. (zigpoll.com)
KnoCommerce is best for merchants needing detailed attribution data from multi-step surveys that help refine purchase journeys and marketing effectiveness. It suits businesses requiring segmentation and attribution for marketing optimization. (zigpoll.com)
Comparison Table
| Feature | Delighted | KnoCommerce |
|---|---|---|
| Survey Types | NPS, CSAT, CES | Multi-question post-purchase |
| Delivery Channels | Email, SMS | Embedded in Shopify checkout |
| Customization | Limited | Conditional logic, branching |
| Attribution Tracking | None | Robust post-purchase attribution |
| Integrations | Shopify, Zendesk, HubSpot, Salesforce, Slack | Shopify, Zapier |
| Pricing | Free tier up to 200 surveys/month; paid plans start at $49/month | Free tier up to 50 responses/month; paid plans start at $29/month |
| Ease of Use | High | Moderate |
| Support | Email, live chat, phone | Email, chat |
| Ideal Customer | Merchants seeking quick, scalable satisfaction metrics | Merchants needing detailed attribution data |
Which to Choose?
Choose Delighted if you need a simple, scalable solution for measuring customer satisfaction through NPS, CSAT, or CES surveys delivered via email and SMS.
Choose KnoCommerce if you require in-depth post-purchase insights with multi-question surveys and robust attribution tracking, especially if your focus is on understanding customer purchase motivations and product feedback.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. It offers on-site, post-purchase, and exit-intent surveys tailored for ecommerce, blending ease of use with flexible survey deployment. Though not the focus here, it can complement or serve as an alternative depending on your feedback goals. (zigpoll.com)
