When evaluating post-purchase survey tools for ecommerce, two platforms often come up: QuestionPro and Delighted. Both aim to gather customer feedback but differ significantly in their approach, features, and suitability for various business needs. This comparison delves into their core features, pricing, ease of use, integrations, customer support, and ideal customer profiles to help you make an informed decision.
QuestionPro vs Delighted for Ecommerce
QuestionPro is a comprehensive survey and Voice of Customer (VoC) platform designed for mid-market businesses. It offers a wide array of features, including journey tracking and AI assistants, making it suitable for organizations seeking in-depth insights across various touchpoints. Delighted, on the other hand, is a streamlined tool focused on collecting Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) feedback through email and SMS, catering primarily to ecommerce businesses looking for straightforward post-purchase surveys.
Core Features and Functionality
| Feature | QuestionPro | Delighted |
|---|---|---|
| Survey Types | Supports NPS, CSAT, CES, and custom surveys | Specializes in NPS, CSAT, and CES surveys |
| Survey Distribution | Email, website, mobile apps, social media | Email, SMS |
| Response Limits | Varies by plan; higher tiers offer more responses | Unlimited responses across all plans |
| Analytics and Reporting | Advanced analytics with AI-driven insights, customizable reports | Real-time dashboards, trend analysis, and automated reporting |
| Integrations | Integrates with CRM, marketing, and analytics platforms; offers API access | Integrates with platforms like Shopify, Salesforce, and HubSpot; API available |
Pricing and Value
| Plan | QuestionPro | Delighted |
|---|---|---|
| Free Plan | Essentials: Free; includes 1 user, 200 responses per survey, basic surveys, logic, integrations, analysis, 30 question types, global data center, 24/7 chat & email support (questionpro.com) | Free for up to 1,000 surveys per month; includes unlimited responses, 8 survey templates, 6 delivery methods, and basic analytics |
| Entry-Level Paid Plan | Advanced: $99 per user/month (billed annually); includes 1 user, 25K responses per year, standard surveys, logic, integrations, analysis, branding, 38 question types, global data center, 24/7 chat & email support (questionpro.com) | Essentials: $199 per month; includes unlimited responses, 8 survey templates, 6 delivery methods, and basic analytics |
| Mid-Tier Plan | Team Edition: $83 per user/month (billed annually); includes 5+ users, 100K responses per year, standard+ surveys, logic, integrations, analysis, branding, collaboration, 46 question types, regional data centers, dedicated account manager (questionpro.com) | Plus: $399 per month; includes unlimited responses, 8 survey templates, 6 delivery methods, advanced analytics, and priority support |
| Enterprise Plan | Research Suite: Custom pricing; includes 10+ users, custom response pricing, custom surveys, logic, integrations, analysis, branding, collaboration, security, communities, audience, qualitative tools, services, 52 question types, regional data centers, dedicated success manager (questionpro.com) | Enterprise: Custom pricing; includes unlimited responses, 8 survey templates, 6 delivery methods, advanced analytics, and dedicated support |
Ease of Setup and Use
QuestionPro: Offers a user-friendly interface with a comprehensive survey builder. However, the extensive feature set can be overwhelming for beginners. The platform provides a 10-day free trial, allowing users to explore its capabilities before committing.
Delighted: Known for its simplicity and ease of use, Delighted enables quick survey creation and deployment. Its focus on NPS, CSAT, and CES surveys makes it particularly suitable for ecommerce businesses seeking straightforward feedback mechanisms.
Integrations
QuestionPro: Integrates with a wide range of platforms, including CRM systems, marketing tools, and analytics platforms. It also offers API access for custom integrations, providing flexibility for businesses with specific needs.
Delighted: Provides integrations with popular ecommerce platforms like Shopify, as well as CRM systems such as Salesforce and HubSpot. The API allows for seamless data synchronization and automation of feedback processes.
Customer Support and Documentation
QuestionPro: Offers 24/7 chat and email support across all plans. Higher-tier plans include dedicated account managers and success managers, ensuring personalized assistance. The platform also provides extensive documentation, including online guides and FAQs.
Delighted: Provides support via email and a knowledge base. Higher-tier plans offer priority support and dedicated success managers. The platform's documentation is comprehensive, with video tutorials and guides to assist users.
Best-Fit Customer Profile
QuestionPro: Ideal for mid-market businesses and enterprises requiring a comprehensive survey platform with advanced features, including journey tracking and AI assistants. Suitable for organizations seeking in-depth insights across various customer touchpoints.
Delighted: Best suited for small to mid-sized ecommerce businesses looking for a straightforward, cost-effective solution to gather post-purchase feedback through NPS, CSAT, and CES surveys.
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, providing a tailored solution for ecommerce businesses seeking to enhance customer feedback and engagement.
