When evaluating customer feedback platforms for ecommerce startups, it's essential to consider tools that offer robust features tailored to the unique needs of online retail. Two prominent options are QuestionPro and Retently. QuestionPro is a mid-market survey and Voice of Customer (VoC) platform that provides journey tracking and AI assistants, catering to a broad range of industries. Retently, on the other hand, specializes in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys, with a strong emphasis on ecommerce use cases.
Core Features and Functionality
| Feature | QuestionPro | Retently |
|---|---|---|
| Survey Types | NPS, CSAT, CES, Custom Surveys | NPS, CSAT, CES |
| Survey Distribution | Email, Website, Mobile | Email, Website, Mobile |
| Response Limits | Varies by plan; Essentials: 200 responses per survey (questionpro.com) | Varies by plan; Ecommerce Basic: 1,000 surveys per month (retently.com) |
| AI and Analytics | AI assistants, advanced analytics | AI-powered feedback classification, advanced reporting (retently.com) |
| Integrations | Multiple integrations, including CRM and marketing tools (questionpro.com) | Ecommerce platforms, email marketing, customer support tools (retently.com) |
Pricing and Value
| Plan | QuestionPro Pricing | Retently Pricing |
|---|---|---|
| Essentials | Free for 1 user; 200 responses per survey (questionpro.com) | Ecommerce Basic: $49/month; 1,000 surveys per month (retently.com) |
| Advanced | $99/user/month; 25,000 responses per year (questionpro.com) | Ecommerce Pro: $299/month; 20,000 surveys per month (retently.com) |
| Team Edition | $83/user/month; 5+ users (questionpro.com) | Contact for pricing (retently.com) |
Ease of Setup and Use
QuestionPro: Offers a user-friendly interface with a variety of question types and logic options. However, some users have reported a learning curve due to the platform's extensive features. For instance, a director of assessment noted, "QuestionPro is very easy to use. There are lots of question types and drag and drop functionality." (trustradius.com)
Retently: Designed with ecommerce businesses in mind, Retently provides an intuitive setup process and seamless integration with popular ecommerce platforms. A director of ecommerce mentioned, "Since migrating our CX survey system to Retently, we've been able to collect feedback, ratings, and service scores at every key point of our shopping experience, to better understand our customers and make more informed decisions." (retently.com)
Integrations
QuestionPro: Supports a wide range of integrations, including CRM systems, email marketing tools, and analytics platforms, making it suitable for diverse business needs. (questionpro.com)
Retently: Focuses on integrations that are particularly beneficial for ecommerce businesses, such as Shopify, WooCommerce, and Magento, as well as email marketing and customer support tools. (retently.com)
Customer Support and Documentation
QuestionPro: Provides 24/7 chat and email support, along with a comprehensive knowledge base. Some users have noted that while support is responsive, the depth of assistance can vary. (trustradius.com)
Retently: Offers dedicated support channels, including email and live chat, with a focus on ecommerce-specific inquiries. Users have praised the team's responsiveness and expertise in the ecommerce domain. (retently.com)
Best-Fit Customer Profile
QuestionPro: Ideal for mid-market businesses and enterprises seeking a versatile survey platform with advanced features and a broad range of integrations.
Retently: Tailored for ecommerce startups and established online retailers looking for specialized tools to measure and enhance customer experience metrics like NPS, CSAT, and CES.
Which to Choose
For Ecommerce Startups: If your primary focus is on understanding customer satisfaction and loyalty through NPS, CSAT, and CES surveys, and you require seamless integration with ecommerce platforms, Retently may be the more suitable choice.
For Mid-Market Businesses and Enterprises: If you need a comprehensive survey platform with a wide array of question types, advanced analytics, and extensive integrations across various business functions, QuestionPro could be more appropriate.
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 additional tools to gather customer feedback within the Shopify ecosystem.
