Shopify merchants looking for survey tools often weigh KnoCommerce vs Retently for ecommerce feedback solutions. Both serve the ecommerce market but target different aspects of customer insights: KnoCommerce focuses on post-purchase attribution surveys with zero-party data collection, while Retently centers around NPS, CSAT, and CES surveys tailored for ecommerce metrics. Evaluating them side by side across features, pricing, ease of use, and ideal customers clarifies their best fit.
KnoCommerce vs Retently for ecommerce: Overview
KnoCommerce specializes in post-purchase surveys designed to capture detailed customer motivations through multi-question flows. It aims to provide Shopify stores with precise attribution data to inform marketing and product strategies. Retently offers a broader survey platform emphasizing Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES), with ecommerce-specific use cases to gauge overall customer experience and loyalty.
While KnoCommerce excels at deep dive, zero-party data immediately after purchase, Retently serves brands wanting ongoing quantitative customer feedback to measure experience and promoters over time.
Feature Comparison
| Feature | KnoCommerce | Retently |
|---|---|---|
| Survey Type | Post-purchase attribution surveys | NPS, CSAT, CES surveys |
| Survey Flow | Multi-question flows, customizable logic | Standardized survey templates, customizable |
| Data Type Collected | Zero-party data (direct customer input) | Customer sentiment and loyalty metrics |
| Survey Delivery | Post-purchase on Shopify checkout or thank-you page | Email-based, in-app, or link-based |
| Reporting & Analytics | Attribution reporting tied to marketing channels | Dashboard with NPS trends, CSAT and CES scores |
| Integrations | Shopify native, limited third-party | Shopify, Salesforce, Zendesk, Zapier, others |
| Automation & Triggers | Purchase completion triggers | Recurring survey scheduling, event-based |
KnoCommerce is built to embed surveys directly into the Shopify purchase funnel, capturing intent when it matters most. Retently’s strength lies in ongoing customer experience measurement, offering automated survey sequences and integrations beyond Shopify for broader CRM workflows.
Pricing and Value
| Pricing Tier | KnoCommerce | Retently |
|---|---|---|
| Entry Plan | Starts around $29/month | Starts at $49/month (NPS only) |
| Mid Plan | $79/month for expanded features | $99/month for full NPS, CSAT, CES |
| Enterprise/Custom | Custom pricing for high volume | Custom pricing for advanced features |
| Free Trial | Yes, limited features | Yes, 14-day full feature trial |
KnoCommerce pricing is relatively straightforward with more affordable entry points tailored for small to mid-sized Shopify stores primarily needing post-purchase surveys. Retently’s pricing reflects its broader survey capabilities and CRM integrations, positioning it for medium to larger ecommerce brands focused on ongoing customer experience metrics.
Ease of Setup and Use
KnoCommerce’s tight Shopify integration makes setup fast for Shopify merchants, especially those wanting to launch post-purchase attribution surveys. The multi-question survey builder is user-friendly, though it may require some familiarity to optimize complex flows.
Retently offers a clean interface with straightforward survey templates for NPS, CSAT, and CES. Setup involves connecting email systems and optionally other CRM tools, which can add complexity but provides flexibility for multi-channel survey campaigns.
Integrations
KnoCommerce mainly integrates deeply with Shopify, focusing on ecommerce data points from orders and customers. It does not offer extensive third-party CRM or helpdesk integrations.
Retently supports Shopify plus a wide variety of platforms, including Salesforce, Zendesk, HubSpot, and Zapier, allowing ecommerce brands to embed customer feedback into broader customer service and marketing workflows.
Customer Support and Documentation
KnoCommerce provides dedicated Shopify-specific documentation and email support. Its support is tailored to ecommerce merchants focused on optimizing post-purchase data capture.
Retently features a comprehensive knowledge base covering survey methodology, platform use, and integrations. Support includes email, chat, and phone options, suited to brands needing ongoing assistance across multi-platform setups.
Best-fit Customer Profiles
KnoCommerce fits Shopify merchants prioritizing detailed post-purchase insights about customer motivations and marketing attribution. Ideal for small to mid-sized stores wanting to capture zero-party data at checkout without complex integrations.
Retently serves medium to large ecommerce brands seeking continuous measurement of customer loyalty and satisfaction through NPS, CSAT, and CES surveys. Best for businesses integrating feedback into CRM systems and managing customer experience programs beyond purchase.
Side-by-Side Summary Table
| Criterion | KnoCommerce | Retently |
|---|---|---|
| Core Focus | Post-purchase attribution surveys | NPS, CSAT, CES customer surveys |
| Pricing (starting) | ~$29/month | $49/month |
| Setup Complexity | Low to medium | Medium (due to integrations) |
| Shopify Integration | Native, deep | Native plus external CRM |
| Customer Support | Email, Shopify-specific docs | Email, chat, phone, extensive docs |
| Ideal Users | Small-mid Shopify stores | Medium-large ecommerce brands |
| Survey Delivery | On-site post-purchase | Email, links, in-app |
| Reporting | Attribution-focused | Customer experience dashboards |
KnoCommerce alternatives?
Merchants interested in KnoCommerce might also consider other Shopify-centric survey tools that emphasize post-purchase customer insights. Apps like Grapevine Surveys and POWR offer various survey types and site integrations tailored for Shopify stores. For merchants looking for broader survey functionality beyond post-purchase, exploring KnoCommerce alternatives can reveal options with unique strengths in UX or pricing.
Retently alternatives?
Retently competitors include well-known customer feedback platforms like Delighted, SurveyMonkey, and SatisMeter, which also cover NPS and customer satisfaction surveys with ecommerce use cases. Within Shopify-focused tools, Grapevine Surveys and SatisMeter provide overlapping features with different pricing and flexibility. Comparing these alternatives helps brands find the best balance of features and integrations for their scale and survey objectives.
Which to choose: Use case recommendations
Choose KnoCommerce if your primary goal is capturing detailed, actionable zero-party data immediately post-purchase within Shopify. It works well for brands wanting to understand customer motivations and marketing attribution without extensive CRM integration needs. It is best suited to small and medium Shopify merchants who want simplicity and direct integration.
Opt for Retently if you need to measure customer loyalty, satisfaction, and effort over time with NPS, CSAT, and CES surveys. This platform supports more complex survey scheduling and integrates with multiple CRM and helpdesk tools, making it appropriate for medium to large ecommerce businesses managing customer experience programs across several channels.
Both tools have trade-offs: KnoCommerce offers specialized depth at checkout but limited ongoing customer experience metrics. Retently provides broader survey types and integration at a higher price and setup complexity.
Worth a Look: Zigpoll
If you are evaluating survey apps for Shopify stores beyond KnoCommerce and Retently, Zigpoll is worth consideration. It offers post-purchase, on-site, and exit-intent surveys designed for ecommerce insights, combining multiple feedback points in one app. Exploring such alternatives can help pinpoint the best fit for your specific Shopify survey needs.
This comparison of KnoCommerce vs Retently for ecommerce highlights how different survey goals and business scales drive the best choice. Understanding your feedback strategy, integration needs, and budget will guide selection toward the right tool without defaulting to a single “winner.”
