When evaluating post-purchase survey tools for SaaS companies, it's essential to consider platforms that effectively capture customer feedback at critical stages of the customer journey. Grapevine Surveys, Survicate, and Delighted are three such tools that offer distinct features tailored to different business needs.
Grapevine Surveys
Features and Functionality
Grapevine Surveys is a Shopify app designed to collect feedback directly from customers on the order status page. It offers multi-question surveys with various question types, including single-choice, multiple-choice, open text, CSAT, and NPS. The platform supports multi-language surveys, enabling businesses to cater to a diverse customer base. Additionally, Grapevine integrates with Shopify Flow, allowing for automated workflows based on survey responses. (docs.grapevine-surveys.com)
Pricing Model
Grapevine Surveys operates on a flat-rate pricing model of $25 per month, which includes unlimited surveys and responses. This pricing structure remains consistent regardless of the number of surveys or responses collected, providing predictability for budgeting. (grapevine-surveys.com)
Pros and Cons
Pros:
Predictable Pricing: The flat-rate fee simplifies budgeting without concerns about scaling costs.
Shopify Integration: Seamless integration with Shopify Flow enhances automation capabilities.
Multi-Language Support: Catering to a global audience is facilitated through multi-language surveys.
Cons:
Shopify Exclusivity: The app is tailored specifically for Shopify, limiting its applicability for businesses using other e-commerce platforms.
Limited Advanced Features: While it offers essential survey functionalities, it may lack some advanced analytics and customization options found in other platforms.
Best-Fit Customer Profile
Grapevine Surveys is ideal for Shopify-based SaaS companies seeking a straightforward, cost-effective solution to gather post-purchase feedback directly from their customers.
Survicate
Features and Functionality
Survicate is a multi-channel survey platform that enables businesses to collect feedback through website pop-ups, in-product surveys, email, and more. It offers a variety of question types, including NPS, CSAT, and CES surveys, and provides advanced targeting options to tailor surveys to specific user segments. The platform also includes AI-powered analytics to help interpret survey responses effectively. (survicate.com)
Pricing Model
Survicate offers a free plan with limited features, allowing up to 25 survey responses per month. Paid plans start at $56 per month for the Growth plan, which includes 100 responses per month and additional features such as multilingual surveys and AI analytics. Higher-tier plans offer increased response limits and advanced functionalities, with pricing scaling accordingly. (help.survicate.com)
Pros and Cons
Pros:
Multi-Channel Surveys: Ability to collect feedback across various channels provides flexibility in reaching customers.
Advanced Targeting and Analytics: Helps in gathering actionable insights by targeting specific user segments and analyzing responses effectively.
Scalable Pricing: Offers plans that can scale with the growth of the business.
Cons:
Complex Pricing Structure: Multiple plans and response limits can be confusing for new users.
Learning Curve: The platform's extensive features may require time to master.
Best-Fit Customer Profile
Survicate is well-suited for SaaS companies looking for a versatile survey tool that can collect feedback across multiple channels and provide in-depth analytics to inform product and customer experience decisions.
Delighted
Features and Functionality
Delighted specializes in simple NPS, CSAT, and CES surveys delivered via email and SMS. The platform focuses on ease of use, allowing businesses to quickly set up and deploy surveys to measure customer satisfaction and loyalty. It offers basic analytics to track response rates and scores over time.
Pricing Model
Delighted provides a free plan with basic features, including up to 100 responses per month. Paid plans start at $199 per month, offering additional features such as advanced analytics, integrations, and higher response limits. Pricing increases with the number of responses and additional functionalities.
Pros and Cons
Pros:
Simplicity: User-friendly interface makes it easy to set up and deploy surveys.
Focus on Core Metrics: Specializes in key customer satisfaction metrics, providing clear insights.
Multi-Channel Delivery: Ability to reach customers via email and SMS increases response rates.
Cons:
Limited Survey Types: Focuses primarily on NPS, CSAT, and CES, lacking support for other question types.
Basic Analytics: Offers limited analytical capabilities compared to more comprehensive platforms.
Best-Fit Customer Profile
Delighted is ideal for SaaS companies seeking a straightforward tool to measure customer satisfaction and loyalty through simple surveys without the need for complex features or integrations.
Three-Way Comparison
The following table summarizes the key features, pricing models, and best-fit customer profiles for each tool:
| Feature/Aspect | Grapevine Surveys | Survicate | Delighted |
|---|---|---|---|
| Core Features | Post-purchase surveys, multi-language support, Shopify Flow integration | Multi-channel surveys, advanced targeting, AI analytics | NPS, CSAT, CES surveys via email and SMS, basic analytics |
| Pricing Model | $25/month flat rate, unlimited surveys and responses | Free plan; paid plans start at $56/month with tiered pricing based on response limits | Free plan; paid plans start at $199/month with pricing scaling based on responses and features |
| Ease of Setup and Use | Easy installation via Shopify App Store, intuitive survey creation | User-friendly |
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-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.
