When evaluating NPS survey software for SaaS companies, it's crucial to assess how each platform aligns with your organization's specific needs. Retently and AskNicely are two prominent tools in this space, each offering unique features and pricing structures. Below is a detailed comparison to assist in determining the best fit for your business.
Retently
Retently is a customer feedback platform that helps businesses collect, analyze, and act on customer feedback. It offers NPS, CSAT, and CES surveys with detailed analytics, suitable for businesses wanting multi-channel customer insights.
Core Features and Functionality
- Survey Types: NPS, CSAT, CES, and custom surveys.
- Survey Channels: Email, In-App, Intercom.
- Survey Customization: Extensive customization options, including branding, fonts, intro/outro texts.
- Analytics: AI-driven sentiment analysis and topic analysis.
- Campaign Types: Regular and transactional surveys.
- Multi-language Support: Yes.
Pricing Model
Retently offers tiered pricing based on survey volume and features:
- Basic Plan: Starting at $39 per month.
- Growth Plan: Starting at $99 per month.
- Premium Plan: Starting at $199 per month.
- Enterprise Plan: Custom pricing.
Each plan includes a set number of surveys, campaigns, and users, with higher tiers offering more features and support.
Ease of Setup and Use
Retently provides straightforward onboarding with a well-organized user interface. Survey creation and campaign management are intuitive, though the comprehensive feature set may present a learning curve for new users.
Integrations
Retently integrates with various platforms, including:
- CRM and Helpdesk: Salesforce, Zendesk, HubSpot, Pipedrive.
- Marketing and Automation: Intercom, Segment, Zapier, Make.
- Ecommerce: Shopify (via Zapier or API), others.
Customer Support and Documentation
Retently offers 24/7 live chat and email support, along with a comprehensive knowledge base. However, personalized customer success managers are available only on customized plans. Documentation covers setup and automation workflows well but can be less beginner-friendly.
Best-Fit Customer Profile
Retently is ideal for small to mid-market retail businesses needing diverse survey types (NPS, CSAT, CES), multi-channel delivery, and AI-assisted analytics. It suits teams confident in self-service and technical setup.
AskNicely
AskNicely is a customer feedback platform that helps businesses collect, analyze, and act on customer feedback. It focuses on NPS surveys with real-time feedback, supporting frontline team engagement in retail and service environments.
Core Features and Functionality
- Survey Types: Primarily NPS-focused surveys.
- Survey Channels: Email, In-App, Intercom, SMS.
- Survey Customization: Basic customization options, including logo, button colors, and scale labels.
- Analytics: Real-time feedback and trend reports.
- Campaign Types: Regular and transactional surveys (In-App only).
- Multi-language Support: Yes.
Pricing Model
AskNicely offers custom pricing, typically targeting mid-market and larger enterprises. Pricing is not publicly disclosed, and interested customers are encouraged to contact sales for more information.
Ease of Setup and Use
AskNicely emphasizes quick setup focused on NPS, with a clean dashboard. SMS survey delivery can be less user-friendly due to shortened links. The platform is designed to empower frontline teams with simple interfaces.
Integrations
AskNicely integrates with various platforms, including:
- CRM and Helpdesk: Salesforce, HubSpot, Slack.
- Marketing and Automation: Zapier.
- Ecommerce: Shopify, others (API, Zapier).
Customer Support and Documentation
AskNicely offers responsive email and live chat support, with dedicated customer success managers for enterprise plans. Documentation is clear and includes best practices for NPS implementation. Users often praise their onboarding assistance.
Best-Fit Customer Profile
AskNicely is ideal for mid-market to enterprise retail and service companies wanting focused NPS feedback with real-time alerts and frontline team involvement. It suits businesses with a moderate to large customer base and budget to justify a premium tool.
Side-by-Side Comparison
| Feature | Retently | AskNicely |
|---|---|---|
| Survey Types | NPS, CSAT, CES, Custom Surveys | Primarily NPS-focused Surveys |
| Survey Channels | Email, In-App, Intercom | Email, In-App, Intercom, SMS |
| Survey Customization | Extensive: Branding, Fonts, Intro/Outro Texts | Basic: Logo, Button Colors, Scale Labels |
| Analytics | AI-driven Sentiment and Topic Analysis | Real-time Feedback and Trend Reports |
| Campaign Types | Regular and Transactional Surveys | Regular and Transactional Surveys (In-App only) |
| Multi-language Support | Yes | Yes |
| Pricing Model | Tiered Pricing: Basic ($39/month), Growth ($99/month), Premium ($199/month), Enterprise (Custom) | Custom Pricing (Contact Sales) |
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.
