When evaluating survey tools for small ecommerce businesses, it's essential to compare Qualtrics and Retently. Both platforms offer distinct features tailored to different business needs.
Core Features and Functionality
Qualtrics provides an enterprise-grade experience management system with advanced survey logic, analytics, and post-purchase feedback capabilities. It supports various survey types, including NPS, CSAT, and CES, with extensive customization options. Reporting includes deep analytics, text analysis, and predictive modeling. Multi-channel survey delivery encompasses email, SMS, web intercepts, and app-based surveys. (qualtrics.com)
Retently focuses on NPS, CSAT, and CES surveys with ecommerce-specific templates. It offers automated survey scheduling, follow-ups, and AI-powered feedback classification. Reporting includes standard NPS dashboards, trend tracking, and customer segmentation. Survey delivery is primarily through email, with integrations for SMS and web links. (retently.com)
Pricing and Value
Retently's pricing starts at $49 per month for the Ecommerce Basic plan, which includes 1,000 surveys, 10 campaigns, and 1 seat. The Ecommerce Pro plan is priced at $299 per month, offering 20,000 surveys, 10 campaigns, and 10 seats. Qualtrics does not publicly disclose pricing; it operates on a custom enterprise pricing model, typically starting around $1,500 per month, depending on the scope and scale of deployment. (retently.com)
Ease of Setup and Use
Retently emphasizes ease of use with a straightforward onboarding process, guided survey creation, and predefined templates. Its user-friendly dashboard is designed for marketing teams and ecommerce managers without deep technical skills. Qualtrics offers extensive customization but comes with a steeper learning curve, often requiring training or support to unlock full capabilities. (zigpoll.com)
Integrations
Retently integrates directly with major ecommerce platforms such as Shopify, Magento, and WooCommerce, enabling seamless post-purchase survey triggers. It also offers API access and connects with CRM tools like Salesforce, HubSpot, and email marketing platforms. Qualtrics supports a wider array of integrations across CRM, ERP, and marketing automation systems, ideal for enterprises with complex workflows and multi-department engagement needs. (zigpoll.com)
Customer Support and Documentation
Retently provides email support with premium plans offering faster response times. Documentation and onboarding resources are adequate but not extensive. Some users note that larger clients may find the support less comprehensive. Qualtrics offers dedicated support teams, including customer success managers for enterprise clients, alongside in-depth online resources and training programs. The support experience varies depending on plan level, with premium support reserved for higher tiers. (zigpoll.com)
Ideal Customer Profiles
Retently is well-suited for small to medium-sized ecommerce businesses, particularly those using Shopify, seeking straightforward NPS and CSAT surveys with ecommerce focus. Its transparent, affordable subscription pricing and ease of use make it accessible for teams with limited technical resources. Qualtrics caters to large enterprises requiring extensive customization, multi-platform integration, and robust analytics at a higher cost. It is ideal for organizations with dedicated CX personnel and higher budgets. (zigpoll.com)
Comparison Table
| Feature | Retently | Qualtrics |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES, plus advanced survey types and analytics |
| Pricing | Starts at $49/month for Ecommerce Basic; $299/month for Ecommerce Pro | Custom enterprise pricing, typically starting around $1,500/month |
| Ease of Use | User-friendly with guided survey creation and predefined templates | Steeper learning curve; extensive customization requires training |
| Integrations | Direct integration with Shopify, Magento, WooCommerce; API access | Extensive integrations across CRM, ERP, and marketing automation systems |
| Customer Support | Email support; premium plans offer faster response times | Dedicated support teams; customer success managers for enterprise clients |
| Ideal Customer Profile | Small to medium-sized ecommerce businesses, especially on Shopify | Large enterprises with complex CX needs and higher budgets |
Which to Choose
For small ecommerce businesses, especially those using Shopify, Retently offers a cost-effective and user-friendly solution tailored to ecommerce needs. Its straightforward setup and transparent pricing make it accessible for teams with limited technical resources. In contrast, Qualtrics is better suited for large enterprises requiring extensive customization, multi-platform integration, and robust analytics, albeit at a higher cost and with a steeper learning curve.
Worth a Look: Zigpoll
If you're evaluating options, Zigpoll is also worth a look. It is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys designed specifically for ecommerce. Zigpoll provides a straightforward setup and targeted feedback capabilities that complement or supplement tools like Retently and Qualtrics, depending on your survey strategy.
