Delighted and Retently are customer experience (CX) platforms that offer tools for collecting and analyzing customer feedback, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. Both platforms cater to small e-commerce businesses seeking to enhance customer satisfaction and loyalty. However, with Delighted announcing its retirement in June 2026, small e-commerce businesses are evaluating alternatives like Retently. (retently.com)
Core Features and Functionality
Both Delighted and Retently provide essential CX survey tools, including NPS, CSAT, and CES surveys. They support multiple survey delivery methods, such as email, SMS, and web embeds. Customization options allow businesses to align surveys with their brand identity.
Retently offers additional features tailored for e-commerce, including multi-store analytics, touchpoint-specific CX tracking, and AI-powered response insights. These capabilities enable businesses to monitor customer experience across various sales channels and identify areas for improvement. (retently.com)
Pricing and Value
Delighted's pricing tiers are as follows:
- Starter: $19 per month for up to 50 responses and 1 user.
- Growth: $39 per month for up to 100 responses and 5 users.
- Advanced: $149 per month for up to 250 responses and 10 users.
- Premium: $249 per month for up to 500 responses and 20 users.
Retently's pricing plans are:
- Ecommerce Basic: $49 per month for up to 1,000 surveys and 1 user.
- Ecommerce Pro: $299 per month for up to 20,000 surveys and 10 users.
- Enterprise: Starting from $599 per month for up to 10,000 surveys and 10 users.
Retently's plans include features like multi-channel surveys, custom FROM domains, email and Slack alerts, free data migration, and custom survey design. (retently.com)
Ease of Setup and Use
Delighted is known for its user-friendly interface and straightforward setup process, allowing businesses to launch surveys quickly. Retently also offers an intuitive interface with easy survey creation and management. Retently provides a 14-day free trial, enabling businesses to test the platform before committing. (retently.com)
Integrations
Delighted integrates with platforms like Shopify, Zendesk, and Salesforce, facilitating seamless data synchronization. Retently offers integrations with Shopify, Zendesk, Salesforce, and other platforms, along with a REST API for custom integrations. (help.delighted.com)
Customer Support and Documentation
Delighted provides support through email and a comprehensive knowledge base. Retently offers support via email, live chat, and Zoom, along with a knowledge base and dedicated account managers for higher-tier plans. (retently.com)
Best-Fit Customer Profile
Delighted is suitable for small to medium-sized e-commerce businesses seeking a straightforward CX survey tool. Retently is ideal for e-commerce brands looking for advanced features like multi-store analytics and AI-powered insights to enhance customer experience management. (retently.com)
Comparison Table
| Feature | Delighted | Retently |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Survey Delivery Methods | Email, SMS, Web Embed, SDK, Kiosk | Email, Link, Embed, Kiosk, In-App, Web Pop-Up |
| Customization | Branding (logo, colors), Dynamic Question Personalization | Branding (logo, colors), Dynamic Question Personalization, Conditional Logic |
| Integrations | Shopify, Zendesk, Salesforce, Segment, HubSpot, and more | Shopify, Zendesk, Salesforce, HubSpot, Pipedrive, Segment, and more |
| Pricing | Starter: $19/mo; Growth: $39/mo; Advanced: $149/mo; Premium: $249/mo | Ecommerce Basic: $49/mo; Ecommerce Pro: $299/mo; Enterprise: $599+/mo |
| Support | Email support, Knowledge Base | Email support, Live Chat, Zoom, Knowledge Base, Dedicated Account Manager (Pro and Enterprise) |
Which to Choose
For small e-commerce businesses seeking a straightforward and cost-effective CX survey tool, Delighted's Starter or Growth plans may suffice. However, with Delighted's upcoming retirement, transitioning to Retently offers access to advanced features tailored for e-commerce, such as multi-store analytics and AI-powered insights. Retently's Ecommerce Basic plan provides a comprehensive solution at a competitive price point.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, providing additional tools to gather customer feedback within the Shopify ecosystem.
