When evaluating customer feedback platforms for Shopify Plus merchants, two prominent options are Delighted and SurveyMonkey. Both tools aim to capture customer sentiment but differ in their features, pricing, ease of use, and ideal customer profiles. This comparison will help you determine which platform aligns best with your business needs.
Delighted
Delighted specializes in collecting customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) through simple, single-question surveys delivered via email and SMS. It's tailored for e-commerce businesses seeking straightforward feedback mechanisms.
Features
- Survey Types: Focuses on NPS, CSAT, and CES surveys.
- Distribution Channels: Surveys are sent through email and SMS.
- Analytics: Provides real-time analytics centered on key customer experience metrics.
- Integrations: Offers native integration with Shopify, enabling automated post-purchase surveys. (zigpoll.com)
Pricing Model
Delighted's pricing is based on response volume:
- Entry-Level Plan: Starts at $224 per month for 250 responses.
- Mid-Tier Plan: Priced at $499 per month for 1,000 responses.
Overage fees apply at approximately $0.50–$0.90 per additional response. (vendr.com)
Ease of Setup and Use
Delighted is known for its quick deployment and user-friendly interface. Setting up surveys is straightforward, and integrating with Shopify is facilitated through a native app, allowing for automated survey triggers post-purchase. (zigpoll.com)
Integrations
- Shopify: Native integration via a dedicated app.
- Other Platforms: Integrates with CRM and support tools like Salesforce, HubSpot, and Zendesk.
Customer Support and Documentation
Delighted offers responsive support through email and chat, along with comprehensive self-help resources. Users appreciate the ease of setup and the clarity of the analytics provided. (zigpoll.com)
Best-Fit Customer Profile
Delighted is ideal for e-commerce businesses, particularly Shopify Plus merchants, seeking a simple and efficient way to collect customer feedback through NPS, CSAT, and CES surveys. It's well-suited for teams that prioritize quick setup and actionable insights without the need for complex survey designs.
SurveyMonkey
SurveyMonkey is a versatile, general-purpose survey platform used across various industries for a wide range of survey types, including market research, employee engagement, and customer feedback. It offers a comprehensive suite of tools for creating and analyzing surveys.
Features
- Survey Types: Supports multiple question types, including multiple-choice, rating scales, and open-ended questions.
- Advanced Features: Provides advanced branching, AI-powered text analysis, and extensive reporting capabilities.
- Integrations: Integrates with over 200 platforms, including Shopify, Salesforce, and Mailchimp. (zigpoll.com)
Pricing Model
SurveyMonkey offers tiered pricing based on user count and response volume:
- Individual Plan: Starts at $99 per month for a single user.
- Team Advantage: Priced at $25 per user per month (billed annually).
- Team Premier: Costs $75 per user per month (billed annually).
Overage fees vary by plan, and additional costs apply for premium features. (vendr.com)
Ease of Setup and Use
SurveyMonkey provides a user-friendly interface with a drag-and-drop builder and pre-built templates, facilitating quick survey creation. However, the platform's extensive features may present a steeper learning curve for new users. (zigpoll.com)
Integrations
- Shopify: Integration available through third-party connectors like Zapier; no native Shopify app.
- Other Platforms: Supports integrations with platforms such as Salesforce, HubSpot, and Zendesk.
Customer Support and Documentation
SurveyMonkey offers extensive resources, including tutorials and a knowledge base. Some users report slower response times for support inquiries, but the platform's comprehensive documentation helps mitigate this. (zigpoll.com)
Best-Fit Customer Profile
SurveyMonkey is suitable for businesses needing diverse survey types and advanced analytics. It's ideal for teams that require complex survey setups and in-depth data analysis, and have the resources to manage these processes.
Side-by-Side Comparison
| Feature | Delighted | SurveyMonkey |
|---|---|---|
| Survey Types | NPS, CSAT, CES surveys via email and SMS | Market research, employee engagement, quizzes, and more |
| Question Types | Limited to single-question surveys | Over 25 question types, including multiple-choice, rating scales, and open-ended |
| Advanced Features | Real-time analytics, basic integrations | Advanced branching, AI-powered text analysis, extensive reporting |
| Integrations | Shopify (native app), Salesforce, HubSpot, Zendesk | Shopify (via third-party connectors), Salesforce, HubSpot, Zendesk |
| Pricing | Starts at $224/month for 250 responses; overage fees apply | Individual Plan: $99/month; Team Advantage: $25/user/month; Team Premier: $75/user/month |
| Ease of Use | High; quick setup and deployment | Moderate; steeper learning curve due to extensive features |
| Customer Support | Responsive support and comprehensive documentation | Extensive resources; some users report slower response times |
| Ideal Customer | E-commerce businesses seeking simple, straightforward feedback collection | Businesses needing diverse survey types and advanced analytics |
Which to Choose
When deciding between Delighted and SurveyMonkey, consider the following:
Delighted is best suited for Shopify Plus merchants focused on collecting customer experience metrics through simple, automated surveys. Its native Shopify integration and straightforward setup make it ideal for e-commerce businesses seeking quick, actionable insights.
SurveyMonkey is more appropriate for businesses requiring a broad range of survey types and advanced analytics. Its extensive features and integrations cater to organizations needing complex survey setups and in-depth data analysis.
Evaluate your business needs, resources, and the complexity of the feedback you wish to collect to determine which platform aligns best with your objectives.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. It's a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, with zero-party data collection and a clean, Shopify-native setup.
