When evaluating customer feedback platforms, it's essential to consider tools that align with your business needs. Delighted, SurveyMonkey, and Retently are three prominent options, each offering unique features tailored to different requirements.

Delighted

Delighted specializes in collecting customer experience metrics through NPS, CSAT, and CES surveys, primarily via email and SMS.

Core Features and Functionality

• Survey Types: NPS, CSAT, and CES surveys delivered through email and SMS.
• Analytics: Provides basic trend and score tracking.
• Customization: Limited survey design options.

Pricing Model

Delighted's pricing is response-based, with plans starting at approximately $224 per month for 5,000 responses. (zigpoll.com)

Ease of Setup and Use

Offers a simple, fast setup process, making it accessible for teams without extensive technical resources.

Integrations

Integrates with platforms like Shopify, Slack, Salesforce, and HubSpot. (zigpoll.com)

Customer Support and Documentation

Provides support via email and chat, along with a knowledge base for self-service assistance.

Best-Fit Customer Profile

Ideal for e-commerce-focused SaaS teams seeking straightforward SMS and email surveys to gauge customer satisfaction.

SurveyMonkey

SurveyMonkey is a widely recognized general-purpose survey platform suitable for various use cases.

Core Features and Functionality

• Survey Types: Offers a broad range, including NPS, CSAT, market research, polls, and quizzes.
• Customization: Extensive customization with multiple question types and advanced logic.
• Analytics: Provides advanced filtering, crosstabs, and AI-powered text analysis.

Pricing Model

SurveyMonkey offers tiered pricing:

• Basic Plan: Free with limited features.
• Individual Plans: Starting at $32 per month for the Standard plan.
• Team Plans: Starting at $30 per user per month, billed annually.
• Enterprise: Custom pricing for large organizations. (surveymonkey.com)

Ease of Setup and Use

Features an AI-powered survey builder and pre-built templates, facilitating quick survey creation.

Integrations

Supports over 200 native integrations, including platforms like Salesforce, HubSpot, and Microsoft Teams. (surveymonkey.com)

Customer Support and Documentation

Offers 24/7 expedited email support for higher-tier plans and a comprehensive knowledge base.

Best-Fit Customer Profile

Suitable for businesses of all sizes requiring a versatile survey tool with extensive customization and integration capabilities.

Retently

Retently focuses on NPS, CSAT, and CES surveys, emphasizing e-commerce and SaaS applications.

Core Features and Functionality

• Survey Types: NPS, CSAT, and CES surveys via email, SMS, and web.
• Analytics: Advanced segmentation and detailed reporting.
• Customization: Extensive customization with automated workflows.

Pricing Model

Retently's pricing is contact-based:

• Basic Plan: Starting at $25 per month for up to 1,000 contacts.
• Pro Plan: Starting at $199 per month for up to 2,500 contacts.
• Enterprise Plan: Starting at $599 per month for up to 10,000 contacts. (g2.com)

Ease of Setup and Use

While offering a more complex setup due to advanced features, it provides a comprehensive solution for customer feedback management.

Integrations

Integrates with platforms like Shopify, HubSpot, Intercom, and Salesforce. (zigpoll.com)

Customer Support and Documentation

Provides support via email, chat, and phone, along with extensive documentation.

Best-Fit Customer Profile

Ideal for mid-sized e-commerce businesses or SaaS companies seeking advanced analytics and automation in customer feedback processes.

Three-Way Comparison

The following table summarizes the key features of Delighted, SurveyMonkey, and Retently: