When evaluating survey applications for subscription commerce on Shopify, it's essential to consider tools that effectively capture customer feedback and integrate seamlessly with your e-commerce platform. Two notable options are Fairing and Retently. This comparison delves into their features, pricing models, ease of use, integrations, customer support, and ideal customer profiles to help you make an informed decision.
Fairing
Fairing is a Shopify post-purchase attribution survey app designed to provide deep analytics integrations.
Features
- Attribution Surveys: Collects data on customer purchase motivations.
- Pre-built Templates: Offers ready-to-use survey templates.
- Follow-up Questions: Enables additional questions based on initial responses.
- Predictive Auto-suggest: Suggests relevant survey questions.
- Response Classification: Categorizes survey responses for analysis.
- Geography and Product Targeting: Targets specific customer segments.
- NPS Questions: Includes Net Promoter Score questions.
- Live Feed: Provides real-time survey responses.
- Translations: Supports multiple languages.
- Landing Pages: (Coming Soon)
Pricing Model
Fairing offers tiered pricing based on monthly transaction volume:
- Free Plan: For 0–100 transactions per month.
- Core Plan: For 101–200 transactions per month, priced at $15 per month.
- Enterprise Plan: For over 30,000 transactions per month, with custom pricing.
All plans include all features without additional charges. (fairing.co)
Pros
- Comprehensive Feature Set: Offers a wide range of survey tools and analytics.
- Scalable Pricing: Accommodates businesses of various sizes.
- Shopify Integration: Seamlessly integrates with Shopify.
Cons
- Limited Integrations: Primarily focused on Shopify, with fewer integrations to other platforms.
- Upcoming Features: Some features, like landing pages, are still in development.
Best-Fit Customer Profile
Ideal for Shopify merchants seeking a dedicated post-purchase survey tool with deep analytics capabilities.
Retently
Retently is a customer experience management platform offering NPS, CSAT, and CES surveys tailored for e-commerce and B2B businesses.
Features
- Multi-Channel Surveys: Distributes surveys via email, SMS, in-app widgets, and web pop-ups.
- Survey Automation: Automates survey distribution based on customer actions.
- AI-Powered Insights: Analyzes feedback to identify trends and issues.
- Advanced Reporting: Provides detailed analytics and benchmarking.
- Integrations: Connects with platforms like Shopify, Zendesk, Intercom, and more.
- Customizable Surveys: Allows for personalized survey designs.
- Alerts and Notifications: Sends real-time alerts via email, Slack, and Teams.
- Data Migration: Offers free data migration services.
Pricing Model
Retently provides tiered pricing based on survey volume and features:
- Ecommerce Basic: $49 per month for up to 1,000 surveys and 10 campaigns.
- Ecommerce Pro: $299 per month for up to 20,000 surveys and 10 campaigns.
- Enterprise: Starting from $599 per month for custom survey volumes and additional features.
All plans include NPS, CSAT, and CES surveys, multi-channel distribution, and integrations. (retently.com)
Pros
- Multi-Channel Distribution: Reaches customers through various channels.
- AI Insights: Provides actionable feedback analysis.
- Extensive Integrations: Connects with numerous platforms beyond Shopify.
Cons
- Higher Starting Price: The basic plan is priced higher than some competitors.
- Complex Setup: Initial setup may require more time and effort.
Best-Fit Customer Profile
Suitable for e-commerce and B2B businesses seeking a comprehensive customer experience management platform with advanced analytics and multi-channel survey capabilities.
Side-by-Side Comparison
| Feature | Fairing | Retently |
|---|---|---|
| Survey Types | Attribution Surveys | NPS, CSAT, CES |
| Survey Distribution | Post-purchase surveys via Shopify | Email, SMS, in-app widgets, web pop-ups |
| Integrations | Shopify | Shopify, Zendesk, Intercom, and more (retently.com) |
| Pricing | Free, $15/month, custom pricing | $49/month, $299/month, starting from $599/month (retently.com) |
| AI Insights | Limited | AI-powered feedback analysis (retently.com) |
| Customer Support | Live chat, email | Email, live chat, Zoom, dedicated CSM (retently.com) |
| Best-Fit Customer Profile | Shopify merchants seeking post-purchase survey tools | E-commerce and B2B businesses needing comprehensive CX management |
Worth a Look: Zigpoll
If you're evaluating options for Shopify survey apps, 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.
