When evaluating customer experience (CX) survey tools for direct-to-consumer (DTC) brands, Delighted and Retently are two prominent platforms that offer NPS, CSAT, and CES surveys tailored for e-commerce. Notably, Delighted is scheduled to retire in June 2026, prompting many users to consider alternatives like Retently. (retently.com)

Delighted

Delighted is a straightforward survey tool that enables DTC brands to collect customer feedback via email and SMS.

Core Features and Functionality

• Survey Types: Supports NPS, CSAT, and CES surveys.
• Survey Delivery Methods: Delivers surveys through email and SMS.
• Survey Customization: Offers basic branding customization, including logo and color adjustments.
• Reporting & Analytics: Provides real-time dashboards and pre-built reports for trend tracking.

Pricing Model

Delighted's pricing is structured around response volume, with plans starting at approximately $224 per month for up to 5,000 responses. Higher volumes and enterprise options are available with custom pricing. (zigpoll.com)

Ease of Setup and Use

Delighted is known for its quick setup and user-friendly interface, making it suitable for teams needing fast deployment. The survey creation process is straightforward, with a minimal learning curve.

Integrations

Delighted integrates with platforms such as Shopify, Slack, Salesforce, and HubSpot, facilitating seamless data flow across systems. It also supports webhooks for custom integrations. (zigpoll.com)

Customer Support and Documentation

Delighted offers email and chat support during business hours, along with a knowledge base containing guides and FAQs. However, community forums are less active compared to some competitors. (zigpoll.com)

Best-Fit Customer Profile

Delighted is ideal for small to mid-sized DTC brands seeking a simple, cost-effective solution for collecting customer feedback via email and SMS. Its ease of use and straightforward setup make it suitable for teams with limited resources.

Retently

Retently is a comprehensive CX platform designed specifically 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 Methods: Delivers surveys through email, SMS, web, embed, SDK, and kiosk.
• Survey Customization: Provides extensive customization options, including advanced question personalization, conditional logic, and multi-language support.
• Reporting & Analytics: Offers advanced reporting, AI-powered sentiment analysis, trend analysis, and benchmarking.

Pricing Model

Retently's pricing is subscription-based, with plans starting at approximately $49 per month for up to 1,000 responses. Higher volume plans are available, with custom pricing for enterprise options. (zigpoll.com)

Ease of Setup and Use

While Retently offers a more complex set of features, its well-organized interface and comprehensive documentation facilitate a manageable learning curve for teams willing to invest time in setup and training.

Integrations

Retently integrates with platforms such as Shopify, HubSpot, Intercom, Salesforce, and Zapier, providing flexibility for various e-commerce ecosystems. It also offers API access for custom integration needs. (zigpoll.com)

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. (zigpoll.com)

Best-Fit Customer Profile

Retently is well-suited for mid-sized to large DTC brands seeking advanced analytics, segmentation, and automated workflows. Its rich feature set and customization options make it ideal for teams aiming to gain deeper insights into customer experience and loyalty.

Side-by-Side Comparison

The following table summarizes the key features and pricing models of Delighted and Retently:

Which to Choose

When deciding between Delighted and Retently for your DTC brand, consider the following:

• Choose Delighted if you:
  • Need a simple, straightforward survey tool with quick deployment.
  • Primarily require email and SMS surveys.�