When evaluating post-purchase survey tools for online stores, it's essential to consider how each platform aligns with your business needs. In this comparison of Grapevine Surveys vs Retently for online stores, we'll delve into their features, pricing, ease of use, integrations, customer support, and ideal customer profiles to help you make an informed decision.
Grapevine Surveys
Grapevine Surveys is a Shopify app designed to collect customer feedback directly from the order status page. By integrating seamlessly with Shopify, it allows merchants to gather insights at a critical touchpoint—the moment customers receive their order confirmation.
Features
- Post-Purchase Surveys: Gathers feedback immediately after purchase, capturing customer sentiments while the experience is fresh.
- Customizable Surveys: Offers flexibility in designing surveys that match your brand's voice and style.
- Real-Time Analytics: Provides instant access to survey responses, enabling quick decision-making.
Pricing Model
Grapevine Surveys operates on a subscription-based pricing model with additional costs for optional add-ons:
- Enterprise Branding: $2,500 per year
- Custom Design: $500 one-time fee
- Team Access: $500 per year
These add-ons enhance the platform's functionality and customization options. (grapevinesurveys.com)
Pros and Cons
Pros:
- Shopify Integration: Seamless integration with Shopify ensures a smooth setup and operation.
- Focused Feedback: Targets a specific stage in the customer journey, providing relevant insights.
Cons:
- Limited Survey Channels: Primarily focuses on post-purchase surveys, lacking multi-channel feedback options.
- Additional Costs: Optional add-ons can increase the overall expense.
Best-Fit Customer Profile
Grapevine Surveys is ideal for Shopify merchants seeking to collect immediate post-purchase feedback without the need for extensive customization or multi-channel survey capabilities.
Retently
Retently is a customer experience management platform tailored for e-commerce and B2B businesses, offering NPS, CSAT, and CES surveys across various customer touchpoints. It integrates with platforms like Shopify, Gorgias, and Klaviyo, enabling comprehensive feedback collection throughout the customer journey.
Features
- Multi-Channel Surveys: Supports email, in-app widgets, web pop-ups, kiosks, and SMS surveys.
- Advanced Analytics: Provides AI-powered insights, trend analysis, and benchmarking.
- Automated Actions: Offers automated survey triggers, reminders, and follow-ups.
Pricing Model
Retently offers 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, offering custom integrations and dedicated support.
Each plan includes a 14-day free trial, allowing businesses to assess the platform's suitability. (retently.com)
Pros and Cons
Pros:
- Comprehensive Feedback Channels: Collects feedback across multiple customer touchpoints.
- Advanced Analytics: Utilizes AI to provide deep insights into customer sentiments.
- Scalability: Offers plans suitable for businesses of various sizes.
Cons:
- Complex Setup: The wide range of features may require a steeper learning curve.
- Higher Cost for Advanced Features: Advanced plans can be costly for smaller businesses.
Best-Fit Customer Profile
Retently is best suited for e-commerce and B2B businesses aiming to gather comprehensive customer feedback across multiple touchpoints, with the resources to invest in a more complex setup.
Side-by-Side Comparison
| Feature | Grapevine Surveys | Retently |
|---|---|---|
| Survey Channels | Post-purchase surveys on order status page | Email, in-app widgets, web pop-ups, kiosks, SMS |
| Integrations | Shopify | Shopify, Gorgias, Klaviyo, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Salesforce |
| Pricing | Subscription-based with optional add-ons | Tiered pricing: Basic ($49/month), Pro ($299/month), Enterprise (starting from $599/month) |
| Analytics | Real-time analytics | AI-powered insights, trend analysis, benchmarking |
| Automated Actions | Limited to survey collection | Automated survey triggers, reminders, follow-ups |
| Customer Support | Email support | Email, live chat, Zoom support, dedicated account manager for Enterprise plan |
| Ideal Customer Profile | Shopify merchants seeking immediate post-purchase feedback | E-commerce and B2B businesses needing multi-channel feedback and advanced analytics |
Which to Choose
When deciding between Grapevine Surveys and Retently, consider the following scenarios:
For Shopify Merchants Seeking Immediate Post-Purchase Feedback: If your primary goal is to collect feedback right after a purchase, and you're operating within the Shopify ecosystem, Grapevine Surveys offers a straightforward solution.
For E-commerce and B2B Businesses Requiring Comprehensive Customer Feedback: If you need to gather insights across various customer touchpoints and require advanced analytics, Retently provides a more robust platform, albeit with a steeper learning curve and higher cost.
Worth a Look: Zigpoll
If you're evaluating options for post-purchase survey tools, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit
