When evaluating zero-party data platforms for online stores, it's essential to understand the unique offerings of Delighted, Retently, and Grapevine Surveys. Each tool provides distinct features tailored to different business needs, and selecting the right one depends on your specific objectives.
Delighted
Core Features and Functionality
Delighted specializes in collecting customer feedback through Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. These surveys can be distributed via email and SMS, allowing businesses to gather insights across multiple channels. The platform offers basic survey customization options, enabling users to adjust branding elements and question logic to some extent.
Pricing Model
Delighted operates on a tiered pricing structure based on the volume of survey responses. The entry-level plan starts at approximately $224 per month for up to 2,000 responses. Higher tiers are available for increased response volumes, with custom pricing for enterprise solutions. A free plan is available, allowing up to 200 surveys per month, which is suitable for businesses with lower feedback collection needs.
Ease of Setup and Use
Setting up Delighted is straightforward, with a clean interface that facilitates quick deployment of surveys. Integration with platforms like Shopify is possible through apps or APIs, though the process may require some technical knowledge. The platform is designed to be user-friendly, minimizing the learning curve for new users.
Integrations
Delighted offers integrations with various platforms, including Shopify, through apps or APIs. It also supports other e-commerce content management systems via API and Zapier, providing flexibility for businesses using different platforms. Additionally, Delighted has built-in support for email and SMS survey delivery, streamlining the feedback collection process.
Customer Support and Documentation
Delighted provides email and chat support, along with a comprehensive online help center, user guides, and FAQs. This extensive documentation assists users in effectively utilizing the platform's features.
Best-Fit Customer Profile
Delighted is well-suited for small to medium-sized e-commerce businesses seeking simple, multi-channel surveys (email and SMS) with standard NPS, CSAT, and CES metrics. It's ideal for stores on multiple platforms or those needing feedback beyond post-purchase experiences.
Retently
Core Features and Functionality
Retently focuses on NPS, CSAT, and CES surveys, offering automated recurring surveys and triggers to collect customer feedback systematically. The platform provides detailed analytics, including trend reports and response tagging, to help businesses understand customer sentiment over time. Survey customization is extensive, allowing for personalized branding and question logic.
Pricing Model
Retently's pricing is based on the number of survey responses. The entry-level plan starts at approximately $49 per month for up to 1,000 responses, with higher tiers available for increased response volumes. Custom pricing is offered for enterprise solutions. A free trial is available for 14 days, enabling businesses to evaluate the platform's suitability.
Ease of Setup and Use
While Retently offers a comprehensive suite of features, setting up the platform may require more time and technical expertise, especially when configuring automated workflows and integrations. The platform is designed for users who are comfortable with a more complex setup process.
Integrations
Retently integrates with various platforms, including Shopify, through apps or APIs. It also supports other e-commerce content management systems via API and Zapier, providing flexibility for businesses using different platforms. Additionally, Retently offers integrations with email and SMS platforms, enhancing the reach of survey distributions.
Customer Support and Documentation
Retently provides email and chat support, along with detailed documentation and onboarding webinars. The customer success team assists larger clients with setup and optimization, which benefits enterprise merchants.
Best-Fit Customer Profile
Retently is ideal for Shopify Plus merchants who want comprehensive customer experience management with NPS, CSAT, and CES analytics. It suits brands seeking ongoing, multi-channel feedback and automated workflows for customer retention and loyalty programs.
Grapevine Surveys
Core Features and Functionality
Grapevine Surveys specializes in post-purchase surveys displayed on the Shopify order status page. The platform offers multi-question surveys with configurable settings for each question, allowing for customized feedback collection. It provides real-time feedback and integrates with Shopify order data, enabling businesses to gain insights into customer sentiment immediately after purchase. Survey customization includes custom questions, conditional logic, and basic branding options.
Pricing Model
Grapevine Surveys offers a free plan with limited features, suitable for businesses with lower feedback collection needs. The basic paid plan starts at $19.99 per month, with higher tiers available for increased response volumes. A free trial is available for 14 days, allowing businesses to evaluate the platform's suitability.
Ease of Setup and Use
Setting up Grapevine Surveys is user-friendly, especially for Shopify merchants. The app integrates seamlessly with Shopify, and surveys appear automatically on the order status page after a successful purchase. Customization involves adjusting questions and appearance, which is straightforward and does not require technical expertise.
Integrations
Grapevine Surveys is a Shopify-exclusive app, offering deep integration with the Shopify order status page and order metadata. It does not support other platforms outside Shopify, which may limit its applicability for businesses using multiple e-commerce platforms.
Customer Support and Documentation
Grapevine Surveys provides email support, a knowledge base, and Shopify app store support channels. The documentation covers setup and customization but is more basic compared to other platforms.
Best-Fit Customer Profile
Grapevine Surveys is ideal for Shopify merchants focused on capturing post-purchase feedback directly on the order status page. It's best for businesses wanting tight integration with Shopify orders and simple survey deployment without email or SMS.
Three-Way Comparison
| Feature | Delighted
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.
