Promoter.io and Retently are platforms designed to help businesses collect and analyze customer feedback through Net Promoter Score (NPS) surveys. Promoter.io focuses on NPS surveys via email, while Retently offers NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys through multiple channels, including email, in-app, and Intercom.
Core Features and Functionality
Promoter.io specializes in NPS surveys delivered via email. It provides features such as survey scheduling, lifecycle measurement, and automated analysis. However, it lacks support for in-app surveys and transactional NPS campaigns.
Retently offers a broader range of survey types, including NPS, CSAT, and CES, across multiple channels: email, in-app, and Intercom. It supports both regular and transactional NPS campaigns, providing greater flexibility in collecting feedback at various customer touchpoints. Retently also offers advanced survey customization, multi-language support, and automation features.
Pricing and Value
Promoter.io's pricing starts at $100 per month for the Basic plan, which includes 10,000 surveys per month, premium support, reporting, unlimited users, turnkey integrations, and text analytics. The Scale plan is priced at $150 per month, offering 50,000 surveys per month with similar features. The Professional plan is available at $225 per month, providing 100,000 surveys per month and additional features like SMS surveys and video responses. (spotsaas.com)
Retently's pricing begins at $39 per month for the Basic plan, which includes 10,000 surveys per month, premium support, reporting, unlimited users, turnkey integrations, and text analytics. The Growth plan is priced at $99 per month, offering 50,000 surveys per month with similar features. The Premium plan is available at $199 per month, providing 100,000 surveys per month and additional features like SMS surveys and video responses. (retently.com)
Ease of Setup and Use
Promoter.io offers an intuitive interface for creating and managing NPS surveys. However, its limited survey channels and lack of in-app survey support may require additional tools for a comprehensive feedback strategy.
Retently provides a user-friendly interface with advanced customization options. Its support for multiple survey channels and automation features allows for a more flexible and efficient setup, catering to various customer engagement strategies.
Integrations
Promoter.io integrates with platforms like Salesforce, HubSpot, and Slack. However, it does not support integrations with Shopify or other e-commerce platforms.
Retently offers native integrations with platforms such as Shopify, Gorgias, and Slack. This makes it more suitable for e-commerce businesses seeking seamless integration with their existing tech stack. (retently.com)
Customer Support and Documentation
Promoter.io provides customer support through email and offers a knowledge base for self-help. However, some users have reported delays in response times, and priority support is only available on higher-tier plans.
Retently offers 24/7 customer support and a comprehensive knowledge base. Its proactive support approach ensures timely assistance, which is beneficial for businesses operating in different time zones. (retently.com)
Best-Fit Customer Profile
Promoter.io is suitable for mid-market businesses that primarily use email for customer engagement and require a straightforward NPS survey solution.
Retently is ideal for subscription-based and e-commerce businesses that need a versatile feedback platform capable of collecting insights across multiple channels and integrating seamlessly with their existing systems. (retently.com)
Comparison Table
| Feature | Promoter.io | Retently |
|---|---|---|
| Survey Channels | Email, In-App, Intercom | |
| NPS Campaigns | Regular | Regular, Transactional |
| Survey Customization | Limited | Advanced |
| Multi-Language Support | 39 languages | Full customization without predefined translations |
| Automation and Workflows | Basic | Advanced |
| Integrations | Salesforce, HubSpot, Slack | Shopify, Gorgias, Slack |
| Pricing (Basic Plan) | $100/month (10,000 surveys) | $39/month (10,000 surveys) |
| Pricing (Growth Plan) | $150/month (50,000 surveys) | $99/month (50,000 surveys) |
| Pricing (Premium Plan) | $225/month (100,000 surveys) | $199/month (100,000 surveys) |
| Customer Support | Email support, knowledge base | 24/7 support, knowledge base |
Which to Choose
For businesses primarily using email for customer engagement and seeking a straightforward NPS survey solution, Promoter.io may be sufficient.
For subscription-based and e-commerce businesses requiring a versatile feedback platform with multi-channel support and seamless integrations, Retently is a more suitable choice.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys.
