When evaluating NPS survey software for ecommerce startups, it's essential to consider tools that align with your specific needs. Delighted, KnoCommerce, and Retently are three prominent options, each offering unique features tailored to different aspects of customer experience management.
Delighted
Delighted specializes in simple NPS, CSAT, and CES surveys delivered via email and SMS.
Core Features and Functionality
- Survey Types: Offers NPS, CSAT, and CES surveys.
- Delivery Channels: Primarily email and SMS.
- Customization: Limited to basic templates with minimal customization.
- Analytics: Provides basic trend tracking and score analysis.
Pricing Model
Delighted's pricing is tiered based on response volume, starting at approximately $224 per month for 5,000 responses. They offer a 14-day free trial.
Ease of Setup and Use
Known for its user-friendly interface, Delighted allows for quick survey deployment with minimal setup.
Integrations
Integrates with platforms like Shopify, Zendesk, HubSpot, Salesforce, and Slack, facilitating seamless data flow across various tools.
Customer Support and Documentation
Provides email and live chat support during business hours, along with a comprehensive knowledge base and community forums.
Best-Fit Customer Profile
Ideal for startups seeking straightforward customer satisfaction metrics with minimal setup, especially those using Shopify and other integrated platforms.
KnoCommerce
KnoCommerce focuses on post-purchase attribution surveys within Shopify, utilizing multi-question flows to gather zero-party data.
Core Features and Functionality
- Survey Types: Primarily post-purchase attribution surveys.
- Delivery Channels: Embedded in the Shopify checkout process.
- Customization: Offers conditional logic and branching flows for detailed surveys.
- Analytics: Provides attribution models and revenue impact charts.
Pricing Model
Pricing tiers include Starter at $19 per month for one survey, Analyst at $119 per month for two surveys with benchmarks, and Pro at $299 per month for four surveys with unlimited audiences. A 7-day free trial is available on all tiers.
Ease of Setup and Use
Setup is relatively simple, integrating directly into the Shopify checkout, but may require some customization for optimal performance.
Integrations
Native integration with Shopify, along with support for Klaviyo, Recharge, Google Analytics, Peel, Triple Whale, and TikTok Ads.
Customer Support and Documentation
Offers email and live chat support during business hours, with functional documentation focusing on setup guides.
Best-Fit Customer Profile
Suited for marketers focused on channel attribution and zero-party data collection within the Shopify ecosystem.
Retently
Retently provides a comprehensive CX management platform with NPS, CSAT, and CES surveys, offering deeper analytics and integrations.
Core Features and Functionality
- Survey Types: Supports NPS, CSAT, and CES surveys across multiple channels.
- Delivery Channels: Email, SMS, web, and in-app.
- Customization: Extensive customization options for survey design and workflows.
- Analytics: Advanced segmentation, AI-powered insights, and detailed reporting.
Pricing Model
Pricing starts at $49 per month for 1,000 responses, with a 14-day free trial. Higher tiers offer increased response volumes and additional features.
Ease of Setup and Use
While offering a rich set of features, Retently may require a steeper learning curve and more time for setup compared to simpler tools.
Integrations
Integrates with Shopify, HubSpot, Intercom, Salesforce, and offers API access for custom integrations.
Customer Support and Documentation
Provides email, chat, and phone support at higher tiers, along with extensive documentation and an active customer success team.
Best-Fit Customer Profile
Ideal for mid-sized ecommerce businesses seeking advanced analytics, segmentation, and automated workflows, with a need for richer integrations and customization.
Three-Way Comparison
| Feature | Delighted | KnoCommerce | Retently |
|---|---|---|---|
| Survey Types | NPS, CSAT, CES surveys via email/SMS | Post-purchase attribution surveys within Shopify | NPS, CSAT, CES surveys via email, SMS, web, in-app |
| Customization | Basic templates with limited customization | Conditional logic and branching flows for detailed surveys | Extensive customization options for survey design and workflows |
| Delivery Channels | Email and SMS | Embedded in Shopify checkout | Email, SMS, web, and in-app |
| Integrations | Shopify, Zendesk, HubSpot, Salesforce, Slack | Native integration with Shopify; supports Klaviyo, Recharge, Google Analytics, Peel, Triple Whale, TikTok Ads | Shopify, HubSpot, Intercom, Salesforce; API access for custom integrations |
| Pricing | Starts at $224/month for 5,000 responses; 14-day free trial | Starter: $19/month (1 survey); Analyst: $119/month (2 surveys + benchmarks); Pro: $299/month (4 surveys, unlimited audiences); 7-day free trial | Starts at $49/month for 1,000 responses; 14-day free trial |
| Ease of Setup and Use | User-friendly interface; quick deployment | Simple setup; may require customization for optimal performance | Rich feature set; steeper learning curve and more setup time |
| Customer Support | Email and live chat support; comprehensive knowledge base | Email and live chat support; functional documentation | Email, chat, and phone support; extensive documentation; active customer success team |
| Best-Fit Customer Profile | Startups seeking straightforward customer satisfaction metrics with minimal setup | Marketers focused on channel attribution and zero-party data within Shopify | Mid-sized ecommerce businesses seeking |
Worth a Look: Zigpoll
If you're evaluating options for NPS survey software, 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.
