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. (zigpoll.com)
Delighted
Delighted is a straightforward survey tool that enables businesses to collect NPS, CSAT, and CES feedback via email and SMS.
Core Features and Functionality
- Survey Types: NPS, CSAT, CES
- Survey Delivery Methods: Email, SMS
- Customization: Branding (logo, colors), dynamic question personalization
- Analytics: Real-time dashboards, pre-built reports
Pricing Model
Delighted offers tiered pricing based on response volume:
- Starter: Up to 50 responses per month
- Growth: Up to 100 responses per month
- Advanced: Up to 250 responses per month
- Premium: Up to 500 responses per month
Pricing scales with response volume, with higher tiers offering more features and higher response limits.
Ease of Setup and Use
Delighted is known for its user-friendly interface and straightforward setup process, allowing businesses to launch surveys quickly.
Integrations
Delighted integrates with platforms like Shopify, Zendesk, and Salesforce, facilitating seamless data synchronization.
Customer Support and Documentation
Delighted provides support through email and a comprehensive knowledge base.
Best-Fit Customer Profile
Delighted is suitable for small to medium-sized e-commerce businesses seeking a straightforward CX survey tool.
Retently
Retently is a comprehensive CX platform tailored for e-commerce brands, offering NPS, CSAT, and CES surveys with advanced features.
Core Features and Functionality
- Survey Types: NPS, CSAT, CES
- Survey Delivery Methods: Email, Link, Embed, Kiosk, In-App, Web Pop-Up
- Customization: Branding (logo, colors), dynamic question personalization, conditional logic
- Analytics: Advanced reporting, AI-powered sentiment analysis, trend analysis, benchmarking
- E-commerce Specific Features: Multi-store analytics, touchpoint-specific CX tracking, AI-powered response insights
Pricing Model
Retently offers tiered pricing based on response volume:
- Ecommerce Basic: Up to 1,000 surveys per month
- Ecommerce Pro: Up to 20,000 surveys per month
- Enterprise: Custom pricing for higher volumes
Pricing scales with response volume, with higher tiers offering more features and higher response limits.
Ease of Setup and Use
Retently provides an intuitive interface with easy survey creation and management. It offers a 14-day free trial, enabling businesses to test the platform before committing.
Integrations
Retently integrates with platforms like Shopify, Zendesk, Salesforce, and others, along with a REST API for custom integrations.
Customer Support and Documentation
Retently offers support via email, live chat, and Zoom, along with a knowledge base and dedicated account managers for higher-tier plans.
Best-Fit Customer Profile
Retently is ideal for e-commerce brands looking for advanced features like multi-store analytics and AI-powered insights to enhance customer experience management.
Side-by-Side Comparison
| Feature | Delighted | Retently |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Survey Delivery Methods | Email, SMS | Email, Link, Embed, Kiosk, In-App, Web Pop-Up |
| Customization | Branding (logo, colors), dynamic question personalization | Branding (logo, colors), dynamic question personalization, conditional logic |
| Analytics | Real-time dashboards, pre-built reports | Advanced reporting, AI-powered sentiment analysis, trend analysis, benchmarking |
| E-commerce Specific Features | Not specified | Multi-store analytics, touchpoint-specific CX tracking, AI-powered response insights |
| Integrations | Shopify, Zendesk, Salesforce | Shopify, Zendesk, Salesforce, HubSpot, Pipedrive, Segment, and more |
| Pricing Model | Tiered pricing based on response volume | Tiered pricing based on response volume |
| Ease of Setup and Use | User-friendly interface, straightforward setup | Intuitive interface, 14-day free trial |
| Customer Support and Documentation | Email support, knowledge base | Email support, live chat, Zoom, knowledge base, dedicated account managers |
| Best-Fit Customer Profile | Small to medium-sized e-commerce businesses seeking a straightforward CX survey tool | E-commerce brands looking for advanced features to enhance customer experience management |
Which to Choose
Choose Delighted if you:
- Need a simple tool with fast deployment.
- Focus primarily on e-commerce with straightforward SMS/email survey requirements.
- Prefer ease of use over advanced customization.
- Are a small e-commerce business with limited budget and survey volume.
Choose Retently if you:
- Want deeper analytics, advanced segmentation, and customizable workflows.
- Require multi-channel survey delivery and richer e-commerce platform integrations.
- Are an e-commerce brand aiming for layered customer insights.
