When evaluating customer experience (CX) feedback tools for Shopify stores, two prominent options are Retently and Delighted. Both platforms offer NPS, CSAT, and CES surveys tailored for ecommerce, but they differ in features, pricing, ease of use, and integration capabilities. This comparison will help you determine which tool aligns best with your business needs.
Retently
Retently is a CX survey platform designed to help businesses collect, analyze, and act on customer feedback. It offers NPS, CSAT, and CES surveys with a focus on ecommerce use cases.
Features
- Survey Types: NPS, CSAT, CES
- Survey Delivery Channels: Email, in-app widgets, web pop-ups, kiosks, SMS
- Integrations: Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce, and more
- Analytics: AI-powered sentiment analysis, issue spikes, product or agent dashboards
- Automation: Automated recurring surveys, survey reminders, automated email follow-ups, webhook events, question routing, page redirects, customer lifecycle surveys, email & Slack alerts
Pricing Model
Retently offers tiered pricing based on survey volume and features:
- Ecommerce Basic: $49 per month for up to 1,000 surveys, 10 campaigns, and 1 user seat
- Ecommerce Pro: $299 per month for up to 20,000 surveys, 10 campaigns, and 10 user seats
- Enterprise: Starting from $599 per month for 10,000 surveys, 10 campaigns, and 10 user seats
All plans include a 14-day free trial. (retently.com)
Pros
- Comprehensive Survey Delivery: Supports multiple channels, including email, in-app, web pop-ups, kiosks, and SMS.
- Advanced Analytics: Provides AI-driven insights and detailed dashboards.
- Automation Capabilities: Offers extensive automation features for survey distribution and follow-ups.
Cons
- Pricing: Higher tiers may be cost-prohibitive for small businesses.
- Complexity: The wide range of features may require a learning curve for new users.
Best-Fit Customer Profile
Retently is ideal for medium to large ecommerce businesses seeking a comprehensive CX survey platform with advanced analytics and automation capabilities.
Delighted
Delighted is a user-friendly CX survey tool that enables businesses to collect and analyze customer feedback through NPS, CSAT, and CES surveys. It focuses on simplicity and ease of use, making it accessible for businesses of all sizes.
Features
- Survey Types: NPS, CSAT, CES
- Survey Delivery Channels: Email, SMS
- Integrations: Shopify, Slack, Zendesk, Salesforce, Segment, HubSpot, and more
- Analytics: Basic reporting and trend analysis
- Automation: Automated survey distribution and follow-ups
Pricing Model
Delighted offers tiered pricing based on response volume and features:
- Free Plan: Up to 25 responses per month for 1 user
- Starter: $19 per month for up to 50 responses and 2 users
- Growth: $39 per month for up to 100 responses and 3 users
- Advanced: $149 per month for up to 250 responses and 5 users
- Premium: $249 per month for up to 500 responses and 10 users
All plans include unlimited surveys and CX projects, branding customization, and access to over 35 free integrations. (delighted.com)
Pros
- Affordability: Offers a free plan and lower-cost tiers suitable for small businesses.
- Ease of Use: Simple setup and intuitive interface.
- Integration Options: Supports a wide range of integrations, including Shopify.
Cons
- Limited Survey Channels: Primarily supports email and SMS surveys, lacking in-app or web pop-up options.
- Basic Analytics: Provides less advanced analytics compared to competitors.
- Limited Automation: Fewer automation features for survey distribution and follow-ups.
Best-Fit Customer Profile
Delighted is well-suited for small to medium-sized businesses seeking an affordable and easy-to-use CX survey tool with essential features.
Side-by-Side Comparison
| Feature | Retently | Delighted |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Survey Channels | Email, in-app widgets, web pop-ups, kiosks, SMS | Email, SMS |
| Integrations | Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce, and more | Shopify, Slack, Zendesk, Salesforce, Segment, HubSpot, and more |
| Analytics | AI-powered sentiment analysis, issue spikes, product or agent dashboards | Basic reporting and trend analysis |
| Automation | Automated recurring surveys, survey reminders, automated email follow-ups, webhook events, question routing, page redirects, customer lifecycle surveys, email & Slack alerts | Automated survey distribution and follow-ups |
| Pricing | $49/month (Ecommerce Basic), $299/month (Ecommerce Pro), $599/month (Enterprise) | Free Plan, $19/month (Starter), $39/month (Growth), $149/month ( |
Worth a Look: Zigpoll
If you're evaluating options for ecommerce feedback tools, 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.
