Table of Contents
When evaluating NPS survey software for SaaS companies, Fairing, Retently, and Qualaroo are often compared due to their distinct approaches to customer feedback collection.
Fairing
Core Features and Functionality
- Post-Purchase Attribution Surveys: Collects feedback after purchase to link customer insights directly to sales data.
- Deep Analytics Integrations: Integrates with platforms like Google Analytics, Segment, and Mixpanel for comprehensive data analysis.
Pricing Model
- Tiered Pricing: Starts around $39/month, scaling with response volume.
- Free Trial: Offers a 7-day trial.
Ease of Setup and Use
- Shopify Integration: Native app with straightforward installation.
- User-Friendly Dashboard: Designed for ease of use, though advanced analytics may require a learning curve.
Integrations
- Shopify: Native integration for seamless data syncing.
- Analytics Tools: Supports Google Analytics, Segment, Mixpanel, etc.
Customer Support and Documentation
- Support: Email-based support with onboarding resources.
- Documentation: Comprehensive knowledge base available.
Best-Fit Customer Profile
- Ecommerce Merchants: Especially those using Shopify, seeking post-purchase insights linked to sales data.
Retently
Core Features and Functionality
- Survey Types: NPS, CSAT, CES surveys via email and SMS.
- Automated Feedback Collection: Automates survey triggers post-purchase.
- Customer Segmentation: Provides detailed analytics and segmentation.
Pricing Model
- Tiered Pricing: Plans starting at $49/month, scaling with response volume.
- Free Trial: Offers a 14-day trial.
Ease of Setup and Use
- Shopify Integration: Native app with automated survey triggers.
- User-Friendly Interface: Clean design suitable for marketing teams.
Integrations
- Shopify: Native integration for automated survey triggers.
- CRM Tools: Integrates with Salesforce, HubSpot, Zendesk.
- Email Marketing: Supports Mailchimp, Google Analytics.
Customer Support and Documentation
- Support: Email and live chat support.
- Documentation: Ecommerce-focused help center with detailed guides.
Best-Fit Customer Profile
- Ecommerce Businesses: Especially those using Shopify, focusing on customer loyalty and satisfaction metrics.
Qualaroo
Core Features and Functionality
- On-Site Micro-Surveys: Captures real-time customer sentiment through on-site nudges.
- AI-Powered Sentiment Analysis: Analyzes open-text responses for qualitative insights.
- Behavioral Targeting: Surveys triggered by user behavior, such as exit-intent or time on page.
Pricing Model
- Quote-Based Pricing: Starts around $80/month for basic plans.
- Free Trial: Offers a 14-day trial.
Ease of Setup and Use
- Integration: Requires embedding code snippets on the website.
- User Interface: Intuitive visual survey builder, though setup can be technical.
Integrations
- Website Builders: Supports platforms like WordPress.
- Marketing Tools: Integrates with Google Analytics, HubSpot, Marketo, Optimizely.
Customer Support and Documentation
- Support: Email and live chat support; dedicated customer success managers on higher tiers.
- Documentation: Extensive resources, including webinars and case studies.
Best-Fit Customer Profile
- SaaS and Digital Publishers: Seeking in-the-moment feedback to optimize user experience and conversions.
Three-Way Comparison
| Feature | Fairing | Retently | Qualaroo |
|---|---|---|---|
| Survey Types | Post-purchase attribution surveys | NPS, CSAT, CES surveys via email and SMS | On-site micro-surveys with AI-powered sentiment analysis |
| Pricing | Starts around $39/month; free trial available | Plans starting at $49/month; free trial available | Starts around $80/month; free trial available |
| Ease of Setup | Native Shopify app; user-friendly dashboard | Native Shopify app; clean interface | Requires code embedding; intuitive visual builder |
| Integrations | Shopify; Google Analytics, Segment, Mixpanel | Shopify; Salesforce, HubSpot, Zendesk; Mailchimp, Google Analytics | WordPress; Google Analytics, HubSpot, Marketo, Optimizely |
| Customer Support | Email support; comprehensive knowledge base | Email and live chat support; ecommerce-focused help center | Email and live chat support; dedicated customer success managers |
| Best-Fit Customer Profile | Ecommerce merchants using Shopify seeking post-purchase insights linked to sales data | Ecommerce businesses using Shopify focusing on customer loyalty and satisfaction metrics | SaaS and digital publishers seeking in-the-moment feedback to optimize user experience and conversions |
Situational Recommendations
For Ecommerce Merchants Using Shopify:
- Fairing: Ideal for those needing post-purchase attribution surveys linked directly to sales data.
- Retently: Suitable for businesses focusing on customer loyalty and satisfaction metrics through automated surveys.
For SaaS Companies and Digital Publishers:
- Qualaroo: Best for capturing real-time customer sentiment through on-site
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.
