When evaluating NPS survey software for ecommerce, two prominent options are Nicereply and Retently. Both platforms offer tools to measure customer satisfaction and loyalty, but they cater to different needs and budgets.

Nicereply

Nicereply is a customer feedback tool that integrates with support email workflows to collect NPS, CSAT, and CES data.

Features

• Survey Types: NPS, CSAT, and CES surveys.
• Survey Delivery: Post-resolution and in-signature email surveys, link surveys, and website pop-up surveys.
• Integrations: Supports platforms like Zendesk, Front, Help Scout, and Pipedrive.
• Analytics: Provides feedback analytics and customizable survey designs.

Pricing

Nicereply offers several pricing tiers:

• Starter: $59/month (annual billing) or $79/month (monthly billing) for up to 100 responses and 3 users.
• Essential: $119/month (annual billing) or $149/month (monthly billing) for up to 250 responses and 10 users.
• Growth: $239/month (annual billing) or $299/month (monthly billing) for up to 1,000 responses and 25 users.
• Business: $359/month (annual billing) or $449/month (monthly billing) for up to 2,500 responses and 50 users.

All plans include a 14-day free trial with no credit card required. (nicereply.com)

Pros

• Integration: Seamless embedding into support email workflows.
• Customization: Offers customizable survey designs.

Cons

• Pricing: May be cost-prohibitive for small businesses.
• Response Limits: Plans have capped response limits, which could be restrictive for larger enterprises.

Best-Fit Customer Profile

Nicereply is ideal for medium to large ecommerce businesses that require deep integration with support systems and have the budget for its pricing tiers.

Retently

Retently is a customer experience management platform tailored for ecommerce and retail businesses, offering NPS, CSAT, and CES surveys.

Features

• Survey Types: NPS, CSAT, and CES surveys.
• Survey Delivery: Multi-channel surveys, including email, link, and in-app surveys.
• Integrations: Integrates with platforms like Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce, and offers a REST API.
• Analytics: Advanced reporting, trends, benchmarking, AI-powered feedback classification, and topic analytics.

Pricing

Retently offers three pricing plans:

• Ecommerce Basic: $49/month for up to 1,000 surveys, 10 campaigns, and 1 user seat.
• Ecommerce Pro: $299/month for up to 20,000 surveys, 10 campaigns, and 10 user seats.
• Enterprise: Custom pricing for more than 20,000 surveys, 10 campaigns, and 10 user seats.

All plans include a 14-day free trial with no credit card required. (retently.com)

Pros

• Affordability: More budget-friendly for small to medium-sized businesses.
• Integrations: Wide range of integrations, including Shopify.

Cons

• Support: Limited support for the Basic plan; higher tiers offer more comprehensive support.
• Feature Limitations: Some advanced features are only available in higher-tier plans.

Best-Fit Customer Profile

Retently is well-suited for small to medium-sized ecommerce businesses seeking an affordable and scalable solution for customer experience management.

Side-by-Side Comparison

Which to Choose

When deciding between Nicereply and Retently for your ecommerce business, consider the following:

• Nicereply: Choose Nicereply if you have a medium to large ecommerce business that requires deep integration with support systems and can accommodate the higher pricing tiers.

• Retently: Opt for Retently if you're a small to medium-sized ecommerce business seeking an affordable and scalable solution with a wide range of integrations, including Shopify.

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,