When evaluating survey tools for Shopify Plus merchants, it's essential to consider how each platform aligns with your business needs. Delighted and KnoCommerce offer distinct features tailored to different aspects of customer feedback collection.
Delighted
Delighted is a customer experience management platform that specializes in gathering feedback through NPS, CSAT, and CES surveys via email and SMS. It's designed to help businesses monitor and improve customer satisfaction by collecting actionable insights.
Features
- Survey Types: Offers NPS, CSAT, and CES surveys.
- Distribution Channels: Supports email and SMS survey distribution.
- Integrations: Provides over 35 free integrations, including Shopify, Slack, and Zendesk.
- Customization: Allows branding customization with logos and colors.
- User Management: Offers tiered user access based on subscription plans.
Pricing Model
Delighted offers several pricing tiers:
- Free Plan: Up to 25 responses per month and 1 user.
- Starter Plan: $19/month for up to 50 responses and 2 users.
- Growth Plan: $39/month for up to 100 responses and 3 users.
- Advanced Plan: $149/month for up to 250 responses and 5 users.
- Premium Plan: $249/month for up to 500 responses and 10 users.
Each plan includes unlimited surveys and CX projects, with higher tiers offering additional premium integrations like Salesforce, Segment, and HubSpot. (delighted.com)
Pros
- Ease of Use: User-friendly interface suitable for quick deployment.
- Integration: Seamless integration with Shopify and other platforms.
- Customization: Ability to customize surveys to match brand identity.
Cons
- Limited Survey Types: Focuses primarily on NPS, CSAT, and CES, which may not cover all feedback needs.
- Response Limits: Monthly response limits may be restrictive for high-volume merchants.
Best-Fit Customer Profile
Ideal for Shopify Plus merchants seeking a straightforward solution to measure customer satisfaction through standardized survey types.
KnoCommerce
KnoCommerce specializes in post-purchase attribution surveys, offering multi-question flows and zero-party data collection to provide deeper insights into customer behavior and purchase decisions.
Features
- Survey Types: Post-purchase attribution surveys with multi-question flows.
- Data Collection: Focuses on zero-party data to understand customer preferences.
- Integrations: Integrates with Shopify and other platforms, including Klaviyo and TripleWhale.
- Customization: Offers extensive survey templates and customization options.
- Analytics: Provides order attribution reports and benchmarking.
Pricing Model
KnoCommerce offers the following pricing tiers:
- Starter Plan: $19/month for 1 live survey with up to 3 questions.
- Analyst Plan: $119/month for 2 live surveys with unlimited questions.
- Pro Plan: $299/month for 4 live surveys with unlimited questions.
- Enterprise Plan: $499+/month for unlimited surveys and questions.
Each plan includes a free onboarding call, and annual billing offers a 20% discount. (try.knocommerce.com)
Pros
- In-Depth Insights: Provides detailed post-purchase insights and attribution data.
- Customization: Extensive survey templates and question types.
- Integrations: Supports multiple integrations with e-commerce platforms.
Cons
- Complexity: May require a learning curve due to advanced features.
- Pricing: Higher tiers may be costly for smaller merchants.
Best-Fit Customer Profile
Suitable for Shopify Plus merchants aiming to gain deep insights into customer purchase behavior and attribution, particularly those with significant ad spend.
Side-by-Side Comparison
| Feature | Delighted | KnoCommerce |
|---|---|---|
| Survey Types | NPS, CSAT, CES surveys via email and SMS | Post-purchase attribution surveys with multi-question flows |
| Data Collection | Customer satisfaction metrics | Zero-party data for purchase behavior insights |
| Integrations | Over 35 free integrations, including Shopify, Slack, Zendesk | Integrates with Shopify, Klaviyo, TripleWhale, and more |
| Customization | Branding customization (logo, colors) | Extensive survey templates and question types |
| Pricing | Free plan; Paid plans start at $19/month for 50 responses and 2 users | Paid plans start at $19/month for 1 live survey with up to 3 questions |
| Ease of Use | User-friendly interface suitable for quick deployment | May require a learning curve due to advanced features |
| Best-Fit Customer Profile | Merchants seeking straightforward customer satisfaction surveys | Merchants needing in-depth post-purchase insights and attribution data |
Which to Choose
Delighted: If your primary goal is to measure customer satisfaction through standardized surveys and you prefer a user-friendly interface with quick deployment, Delighted is a suitable choice.
KnoCommerce: If you're looking to gain deep insights into customer purchase behavior and attribution, especially with significant ad spend, KnoCommerce offers advanced features tailored for this purpose.
Consider your specific business needs
Worth a Look: Zigpoll
If you're evaluating options for Shopify survey apps, 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.
