When evaluating NPS survey software, it's crucial to assess how each platform aligns with your organization's specific needs. Retently, AskNicely, and Fairing are three 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
Core Features and Functionality
- Survey Types: Offers NPS, CSAT, and CES surveys, providing a comprehensive view of customer satisfaction.
- Survey Channels: Supports email, in-app, and Intercom surveys, allowing flexibility in reaching customers.
- Survey Customization: Provides extensive customization options, including branding, fonts, and introductory/outroductory texts.
- Analytics: Features AI-driven sentiment analysis and topic categorization for deeper insights.
- Campaign Types: Supports both regular and transactional campaigns.
- Multi-language Support: Yes.
Pricing Model
Retently offers tiered pricing:
- Basic Plan: Starting at $25 per month.
- Growth Plan: Starting at $99 per month.
- Premium Plan: Starting at $199 per month.
- Enterprise Plan: Custom pricing.
Pricing scales with response volume, making it suitable for businesses of various sizes.
Ease of Setup and Use
Retently provides straightforward onboarding with an intuitive user interface. However, the comprehensive feature set may present a learning curve for new users.
Integrations
Integrates with platforms like Salesforce, Zendesk, HubSpot, and Pipedrive. For marketing and automation, it supports Intercom, Segment, Zapier, and Make. Ecommerce integration with Shopify is available via Zapier or API.
Customer Support and Documentation
Offers 24/7 live chat and email support, along with a comprehensive knowledge base. Personalized customer success managers are available on customized plans.
Best-Fit Customer Profile
Ideal for small to mid-market retail businesses needing diverse survey types (NPS, CSAT, CES), multi-channel delivery, and AI-assisted analytics.
AskNicely
Core Features and Functionality
- Survey Types: Primarily focuses on NPS surveys.
- Survey Channels: Supports email, in-app, Intercom, and SMS surveys.
- Survey Customization: Offers basic customization, including logo, button colors, and scale labels.
- Analytics: Provides real-time feedback and trend reports.
- Campaign Types: Supports regular and transactional campaigns (in-app only).
- Multi-language Support: Yes.
Pricing Model
AskNicely's pricing is custom and tends to target mid-market and larger enterprises, which might be a barrier for smaller retailers. Specific pricing details are not publicly disclosed.
Ease of Setup and Use
Quick setup focused on NPS with a clean dashboard. SMS survey delivery can be less user-friendly. Emphasizes frontline feedback with simple interfaces.
Integrations
Integrates with platforms like Salesforce, HubSpot, and Slack. Ecommerce integration with Shopify is available via API or Zapier.
Customer Support and Documentation
Offers responsive email and live chat support, with dedicated customer success managers for enterprise plans. Documentation is thorough, including best practices for NPS implementation.
Best-Fit Customer Profile
Ideal for mid-market to enterprise retail and service companies wanting focused NPS feedback with real-time alerts and frontline team involvement.
Fairing
Core Features and Functionality
- Survey Types: Specializes in post-purchase attribution surveys.
- Survey Channels: Primarily focuses on post-purchase surveys within the Shopify ecosystem.
- Survey Customization: Offers customization options tailored to post-purchase experiences.
- Analytics: Provides deep analytics integrations with Shopify and other marketing tools.
- Campaign Types: Focuses on post-purchase attribution.
- Multi-language Support: Not specified.
Pricing Model
Fairing's pricing starts at $49 per month, with tiered plans based on survey volume and integrations. Specific details are available on their website.
Ease of Setup and Use
Setup is focused on Shopify but with more complex analytics options, requiring some technical skill.
Integrations
Integrates deeply with Shopify and other analytics tools like Google Analytics and Facebook Ads.
Customer Support and Documentation
Provides email support and solid documentation, though live support may be less frequent.
Best-Fit Customer Profile
Ecommerce brands focused on marketing attribution and deep survey analytics.
Three-Way Comparison
| Feature | Retently | AskNicely | Fairing |
|---|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS | Post-purchase Attribution |
| Survey Channels | Email, In-app, Intercom | Email, In-app, Intercom, SMS | Post-purchase within Shopify |
| Survey Customization | Extensive | Basic | Tailored to post-purchase |
| Analytics | AI-driven sentiment analysis | Real-time feedback, trend reports | Deep analytics integrations |
| Campaign Types | Regular, Transactional | Regular, Transactional (In-app only) | Post-purchase Attribution |
| Multi-language Support | Yes | Yes | Not specified |
| Pricing | Starting at $25/month | Custom pricing | Starting at $49/month |
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.
