When evaluating NPS survey software for ecommerce, it's essential to consider tools that seamlessly integrate with your existing workflows and provide actionable insights. Nicereply, SurveyMonkey, and Delighted are three prominent options in this space.
Nicereply
Core Features and Functionality
- Survey Types: Offers CSAT, CES, and NPS surveys.
- Survey Delivery: Embeds one-click surveys into support email workflows.
- Integrations: Supports platforms like Zendesk, Front, Help Scout, and Pipedrive.
- Customization: Provides customizable survey designs and additional survey questions.
- Analytics: Includes advanced reporting and feedback analytics.
Pricing Model
Nicereply offers tiered pricing based on response volume and user seats:
- Starter: $59/month (100 responses, 3 users)
- Essential: $119/month (250 responses, 10 users)
- Growth: $239/month (1,000 responses, 25 users)
- Business: $359/month (2,500 responses, 50 users)
Annual billing offers a 20% discount. (nicereply.com)
Pros and Cons
Pros:
- Direct integration with support email workflows enhances response rates.
- Customizable surveys align with brand identity.
- Advanced analytics provide actionable insights.
Cons:
- Pricing may be steep for small teams or startups.
- Limited to the listed integrations; may not support all ecommerce platforms.
Best-Fit Customer Profile
Ideal for ecommerce businesses with dedicated customer support teams seeking integrated survey solutions within their email workflows.
SurveyMonkey
Core Features and Functionality
- Survey Types: Offers a wide range of survey types, including NPS.
- Survey Delivery: Provides multiple collectors like web links, email invitations, and more.
- Integrations: Integrates with various platforms; specific ecommerce integrations may vary.
- Customization: Offers customizable surveys with advanced logic features.
- Analytics: Provides robust analytics and reporting tools.
Pricing Model
SurveyMonkey offers several plans:
- Basic (Free): Limited features and response collection.
- Standard: $99/month (1,000 responses).
- Advantage: $39/month (15,000 responses).
- Premier: $139/month (40,000 responses).
Additional charges apply for responses exceeding plan limits. (surveymonkey.com)
Pros and Cons
Pros:
- Flexible pricing caters to various business sizes.
- Extensive template library accelerates survey creation.
- Advanced logic and customization features.
Cons:
- Free plan has significant limitations.
- Additional costs for exceeding response limits can add up.
Best-Fit Customer Profile
Suitable for ecommerce businesses of all sizes needing a versatile survey tool with advanced features and willing to invest in higher-tier plans for expanded capabilities.
Delighted
Core Features and Functionality
- Survey Types: Specializes in NPS, CSAT, and CES surveys.
- Survey Delivery: Delivers surveys via email and SMS.
- Integrations: Integrates with platforms like Shopify, Zendesk, and Salesforce.
- Customization: Offers customizable survey designs and question types.
- Analytics: Provides real-time analytics and reporting.
Pricing Model
Delighted offers tiered pricing based on response volume:
- Starter: $199/month (1,000 responses).
- Growth: $399/month (5,000 responses).
- Enterprise: Custom pricing for higher response volumes.
Annual billing options are available.
Pros and Cons
Pros:
- Simple setup and user-friendly interface.
- Real-time feedback collection via email and SMS.
- Strong integration with ecommerce platforms like Shopify.
Cons:
- Pricing may be high for small businesses.
- Limited to the listed integrations; may not support all ecommerce platforms.
Best-Fit Customer Profile
Ideal for ecommerce businesses seeking a straightforward, real-time feedback solution with strong Shopify integration.
Three-Way Comparison
| Feature/Tool | Nicereply | SurveyMonkey | Delighted |
|---|---|---|---|
| Survey Types | CSAT, CES, NPS | Wide range, including NPS | NPS, CSAT, CES |
| Survey Delivery | Embedded in support emails | Web links, email invitations, social media | Email and SMS |
| Integrations | Zendesk, Front, Help Scout, Pipedrive | Various platforms; specific ecommerce integrations may vary | Shopify, Zendesk, Salesforce |
| Customization | Customizable designs, additional questions | Advanced logic, customizable designs | Customizable designs and question types |
| Analytics | Advanced reporting and feedback analytics | Robust analytics |
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, 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.
