When evaluating NPS survey software for online stores, it's essential to consider tools that cater specifically to e-commerce environments. Fairing and QuestionPro are two such platforms, each offering unique features tailored to different business needs.
Fairing
Fairing is a Shopify post-purchase attribution survey app designed to help online stores understand customer satisfaction and identify areas for improvement.
Features
- Attribution Surveys: Collect feedback on customer experiences post-purchase to gauge satisfaction and identify improvement areas.
- Pre-built Templates: Utilize ready-made survey templates to streamline the survey creation process.
- Follow-up Questions: Engage customers with additional questions based on their initial responses to gather deeper insights.
- Predictive Auto-suggest: Leverage AI to suggest relevant follow-up questions, enhancing the survey's effectiveness.
- Response Classification: Automatically categorize responses to facilitate easier analysis.
- Geography and Product Targeting: Tailor surveys based on customer location and specific products to gather more relevant data.
- NPS Questions: Incorporate Net Promoter Score questions to measure customer loyalty.
- Analytics & Reporting: Access insights such as UTM analysis, promo code analysis, lifetime value analytics, and trend analysis.
- Integrations: Connect with over 25 platforms, including Shopify, to seamlessly incorporate survey data into existing workflows.
Pricing Model
Fairing offers a tiered pricing structure based on monthly transaction volume:
- Free: For stores with 0–100 transactions per month.
- Core: For stores with 101–200 transactions per month, priced at $15 per month.
- Enterprise: For stores with over 30,000 transactions per month, with custom pricing.
All plans include access to all features, with no hidden fees. (fairing.co)
Pros
- Shopify Integration: Seamless integration with Shopify ensures smooth data synchronization.
- E-commerce Focus: Tailored features address the specific needs of online stores.
- AI-Powered Insights: Utilizes AI to enhance survey effectiveness and data analysis.
Cons
- Shopify Exclusivity: Primarily designed for Shopify users, limiting applicability for stores on other platforms.
- Limited Advanced Analytics: May lack some advanced analytics features found in more comprehensive survey tools.
Best-Fit Customer Profile
Ideal for Shopify-based online stores seeking a straightforward, e-commerce-focused solution to gather post-purchase customer feedback and improve customer satisfaction.
QuestionPro
QuestionPro is a versatile survey and Voice of Customer (VoC) platform suitable for mid-market businesses, offering journey tracking and AI assistants to enhance customer experience.
Features
- Survey Creation: Design surveys with a variety of question types and logic to capture detailed customer insights.
- Journey Tracking: Monitor customer interactions across different touchpoints to understand the complete customer journey.
- AI Assistants: Utilize AI-driven tools to analyze survey data and extract actionable insights.
- Integrations: Connect with various platforms, including CRM systems and marketing tools, to centralize data collection.
- Advanced Analytics: Access in-depth reporting and analytics to inform strategic decisions.
Pricing Model
QuestionPro offers several pricing plans:
- Essentials: Free for up to 200 responses per survey.
- Advanced: $99 per user per month, billed annually, includes additional features and higher response limits.
- Team Edition: $83 per user per month, billed annually, designed for teams with collaborative features.
- Enterprise: Custom pricing for large organizations requiring advanced features and dedicated support. (questionpro.com)
All plans include a 10-day free trial, allowing users to evaluate the platform before committing.
Pros
- Comprehensive Features: Offers a wide range of survey and analytics tools suitable for various business needs.
- Scalability: Pricing plans cater to different business sizes, from small teams to large enterprises.
- AI Integration: Incorporates AI to enhance data analysis and insight generation.
Cons
- Complexity: The breadth of features may require a learning curve for new users.
- Pricing Structure: Costs can escalate with additional users and advanced features, potentially becoming expensive for smaller businesses.
Best-Fit Customer Profile
Suitable for mid-market businesses and enterprises seeking a comprehensive survey and VoC platform with advanced analytics and AI capabilities to enhance customer experience.
Side-by-Side Comparison
| Feature | Fairing | QuestionPro |
|---|---|---|
| Target Audience | Shopify-based online stores | Mid-market businesses and enterprises |
| Survey Focus | Post-purchase attribution surveys | General surveys, including NPS, customer experience, and employee feedback |
| Integration | Shopify | Various platforms, including CRM systems and marketing tools |
| Pricing | Free for 0–100 transactions; $15/month for 101–200 transactions; custom pricing for over 30,000 transactions | Free for up to 200 responses; $99/user/month for Advanced plan; $83/user/month for Team Edition; custom pricing for Enterprise |
| Ease of Use | User-friendly, tailored for e-commerce | Comprehensive, may require a learning curve due to extensive features |
| AI Capabilities | AI-powered |
Worth a Look: Zigpoll
If you're evaluating options for NPS survey software, 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.
