When evaluating survey applications for Shopify Plus merchants, it's essential to consider tools that align with your business needs. KnoCommerce and Retently are two prominent options, each offering unique features tailored to different aspects of customer feedback.
KnoCommerce
KnoCommerce specializes in post-purchase attribution surveys, enabling merchants to gather zero-party data through multi-question flows. This approach allows for a deeper understanding of customer behavior and preferences, facilitating targeted marketing strategies.
Features
- Post-Purchase Attribution Surveys: Collects data on customer experiences immediately after purchase, providing insights into the factors influencing buying decisions.
- Multi-Question Flows: Engages customers with a series of questions, enhancing data richness and quality.
- Zero-Party Data Collection: Gathers information directly from customers, ensuring accuracy and relevance.
- Integration with Shopify: Seamlessly integrates with Shopify, allowing for easy setup and data synchronization.
Pricing Approach
KnoCommerce offers tiered pricing based on response volume, with a free trial available. Specific pricing details can be found on their pricing page.
Pros
- Targeted Insights: Provides actionable data on customer purchase behavior.
- Customizable Surveys: Allows for tailored survey flows to match brand voice and objectives.
- Shopify Integration: Ensures smooth operation within the Shopify ecosystem.
Cons
- Limited Survey Types: Focuses primarily on post-purchase feedback, which may not capture the full customer journey.
- Potential Survey Fatigue: Multiple questions post-purchase could deter some customers from completing surveys.
Best-Fit Customer Profile
Ideal for Shopify Plus merchants seeking in-depth post-purchase insights to refine marketing strategies and enhance customer retention.
Retently
Retently is a customer experience management platform offering NPS, CSAT, and CES surveys, with applications in e-commerce. It focuses on measuring customer satisfaction and loyalty across various touchpoints.
Features
- NPS, CSAT, and CES Surveys: Measures customer satisfaction, loyalty, and effort across different stages of the customer journey.
- Multi-Channel Surveys: Distributes surveys via email, web pop-ups, and more, reaching customers through their preferred channels.
- Customizable Survey Design: Offers branding and personalization options to maintain brand consistency.
- Advanced Reporting and Analytics: Provides insights into customer feedback trends and benchmarks.
- Integrations: Connects with platforms like Shopify, Zendesk, and Salesforce for streamlined data management.
Pricing Approach
Retently offers tiered pricing based on survey volume and features, with a 14-day free trial available. Specific pricing details can be found on their pricing page.
Pros
- Comprehensive Feedback: Captures a wide range of customer sentiments across various touchpoints.
- Multi-Channel Reach: Engages customers through their preferred communication channels.
- Advanced Analytics: Delivers in-depth analysis of customer feedback for informed decision-making.
Cons
- Complex Setup: Initial configuration may require time and technical expertise.
- Potential Overlap: Multiple survey types might lead to redundant data collection if not strategically implemented.
Best-Fit Customer Profile
Suitable for Shopify Plus merchants aiming to measure and enhance customer satisfaction and loyalty across multiple touchpoints.
Side-by-Side Comparison
| Feature | KnoCommerce | Retently |
|---|---|---|
| Survey Focus | Post-purchase attribution surveys | NPS, CSAT, and CES surveys |
| Data Collection Method | Zero-party data through multi-question flows | Customer feedback across various touchpoints |
| Integration with Shopify | Seamless integration | Integrates with Shopify and other platforms |
| Pricing Model | Tiered pricing based on response volume; free trial available | Tiered pricing based on survey volume and features; 14-day free trial available |
| Ease of Setup | Quick setup with Shopify integration | May require time and technical expertise for initial configuration |
| Customer Support | Email and chat support; onboarding and demos available | Email support; live chat and Zoom support for higher-tier plans |
| Ideal Customer Profile | Merchants seeking in-depth post-purchase insights to refine marketing strategies | Merchants aiming to measure and enhance customer satisfaction and loyalty across touchpoints |
Which to Choose
When deciding between KnoCommerce and Retently, consider your specific business needs:
KnoCommerce: If your primary goal is to gain detailed insights into customer purchase behavior immediately after transactions, KnoCommerce's post-purchase attribution surveys are well-suited.
Retently: If you're looking to measure customer satisfaction and loyalty across various stages of the customer journey, Retently's NPS, CSAT, and CES surveys offer a comprehensive solution.
Evaluate your objectives, desired features, and budget to determine which tool aligns best with your business requirements.
Worth a Look: Zigpoll
If you're evaluating options for Shopify survey apps, Zigpoll is also worth a look.
