When evaluating Delighted vs Retently for SaaS companies, it's essential to consider how each platform aligns with your specific needs for collecting zero-party data through NPS, CSAT, and CES surveys. Both platforms offer valuable tools, but they differ in features, pricing, ease of use, and integration capabilities.
Delighted
Delighted is a straightforward survey tool designed to gather customer feedback via email and SMS. It's particularly suited for e-commerce businesses seeking quick insights into customer satisfaction.
Core Features and Functionality
- Survey Types: Supports NPS, CSAT, and CES surveys.
- Survey Delivery: Primarily through email and SMS.
- Customization: Offers basic branding options, including logo and color adjustments.
- Analytics: Provides real-time dashboards with trend tracking.
- Automation: Allows automated survey triggers based on customer events.
Pricing Model
Delighted's pricing is structured around response volume:
- Starter Plan: Approximately $19 per month for up to 50 responses.
- Growth Plan: Approximately $39 per month for up to 100 responses.
- Advanced Plan: Approximately $149 per month for up to 250 responses.
- Premium Plan: Approximately $249 per month for up to 500 responses.
These plans include a set number of responses, with additional charges for exceeding limits.
Ease of Setup and Use
Delighted is known for its user-friendly interface and quick setup process, making it ideal for teams needing fast deployment without a steep learning curve.
Integrations
Delighted integrates with platforms like Shopify, Zendesk, and Salesforce, facilitating seamless data synchronization. However, it has limited built-in integrations with SaaS platforms compared to Retently.
Customer Support and Documentation
Delighted offers email and chat support during business hours, along with a comprehensive knowledge base. However, its community forums are less active, which might limit peer support.
Best-Fit Customer Profile
Delighted is best suited for small to medium-sized e-commerce businesses seeking a straightforward CX survey tool. Its simplicity and ease of use make it ideal for teams needing quick insights without complex setup.
Retently
Retently is a comprehensive CX platform tailored for e-commerce brands, offering advanced features for collecting and analyzing customer feedback.
Core Features and Functionality
- Survey Types: Supports NPS, CSAT, and CES surveys.
- Survey Delivery: Offers multiple channels, including email, SMS, web embeds, and in-app surveys.
- Customization: Provides extensive customization options, including advanced question personalization, conditional logic, and multi-language support.
- Analytics: Features advanced reporting, AI-powered sentiment analysis, trend analysis, and benchmarking.
- Automation: Includes automated workflows based on survey responses.
Pricing Model
Retently's pricing is subscription-based, with plans tailored for e-commerce:
- Ecommerce Basic: Approximately $49 per month for up to 1,000 surveys.
- Ecommerce Pro: Approximately $299 per month for up to 20,000 surveys.
- Enterprise: Custom pricing for higher volumes and additional features.
These plans include a set number of surveys, with additional charges for exceeding limits.
Ease of Setup and Use
While Retently offers a user-friendly interface, its extensive features may require a longer setup time and a steeper learning curve. Teams willing to invest time in training can leverage its full capabilities.
Integrations
Retently integrates with platforms like Shopify, Zendesk, Salesforce, HubSpot, Pipedrive, and Segment. It also offers a REST API for custom integrations, making it suitable for companies requiring complex integration workflows.
Customer Support and Documentation
Retently provides email, chat, and phone support at higher tiers, along with extensive documentation, including API guides and use case examples. An active customer success team is available for onboarding and ongoing assistance.
Best-Fit Customer Profile
Retently is ideal for mid-sized e-commerce businesses or SaaS companies seeking advanced analytics, segmentation, and automated workflows. Its rich integrations and customization options make it suitable for teams needing deeper insights and more control over their CX programs.
Side-by-Side Comparison
| Feature | Delighted | Retently |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Survey Delivery | Email, SMS | Email, SMS, Web Embed, In-App, SDK, Kiosk |
| Customization | Basic branding (logo, colors) | Advanced (question personalization, conditional logic, multi-language) |
| Analytics | Real-time dashboards, trend tracking | Advanced reporting, AI-powered sentiment analysis, trend analysis |
| Automation | Automated survey triggers based on customer events | Automated workflows based on survey responses |
| Integrations | Shopify, Zendesk, Salesforce | Shopify, Zendesk, Salesforce, HubSpot, Pipedrive, Segment, REST API |
| Pricing | Starter: ~$19/month; Growth: ~$39/month; Advanced: ~$149/month; Premium: ~$249/month | Ecommerce Basic: ~$49/month; Ecommerce Pro: ~$299/month; Enterprise: Custom |
| Ease of Use | Quick setup, minimal configuration | User-friendly but may require more time to master due to advanced features |
| Customer Support | Email and chat support; knowledge base | Email, chat, and phone support; extensive documentation; customer success team |
| Best-Fit Customer Profile |
Worth a Look: Zigpoll
If you're evaluating options for zero-party data platforms, 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.
