When evaluating customer experience (CX) survey tools for your Shopify store, two platforms often come up: Retently and Delighted. Both offer NPS, CSAT, and CES surveys tailored for e-commerce, but they differ in features, pricing, ease of use, integrations, and support. Let's break down these aspects to help you decide which aligns better with your business needs.

Core Features and Functionality

Retently

Retently provides a comprehensive suite for e-commerce brands, including:

• Omnichannel CX Visibility: Monitor customer experience across multiple stores and touchpoints from a unified dashboard.

• Proactive Issue & Product Intelligence: Utilize AI to detect emerging issues and analyze product-specific feedback.

• Data-Driven Survey & Feedback Control: Customize survey delivery and content based on customer data, with advanced scheduling and throttling options.

These features are designed to provide deep insights into customer sentiment and operational performance. (retently.com)

Delighted

Delighted focuses on simplicity and ease of use, offering:

• Survey Customization: Tailor surveys with your branding and specific questions.

• Multi-Channel Delivery: Send surveys via email, SMS, in-app, or on your website.

• Integrations: Connect with platforms like Shopify, Salesforce, and HubSpot.

While Delighted offers essential survey functionalities, it may lack some of the advanced analytics and customization options found in Retently. (apps.shopify.com)

Pricing and Value

Retently

Retently offers three pricing tiers:

• Ecommerce Basic: $49/month for up to 1,000 surveys and 10 campaigns.

• Ecommerce Pro: $299/month for up to 20,000 surveys and 10 campaigns.

• Enterprise: Custom pricing for over 20,000 surveys and additional features.

Annual billing provides a 10% discount. (retently.com)

Delighted

Delighted's pricing is structured as follows:

• Free Plan: Up to 100 responses per month.

• Essentials: $19/month for up to 500 responses.

• Pro: $49/month for up to 2,500 responses.

• Enterprise: Custom pricing for over 2,500 responses.

Delighted also offers a free trial, allowing you to test the platform before committing. (apps.shopify.com)

Ease of Setup and Use

Retently

Retently provides a 14-day free trial with no credit card required, allowing you to explore its features. (retently.com)

Delighted

Delighted offers a free plan with up to 100 responses per month, enabling you to test its capabilities without financial commitment. (apps.shopify.com)

Integrations

Retently

Retently integrates with Shopify, Gorgias, Klaviyo, Yotpo, Recharge, Salesforce, Slack, Zapier, and more, plus a REST API. (retently.com)

Delighted

Delighted integrates with Shopify, Salesforce, HubSpot, and other platforms, facilitating seamless data flow across your tools. (apps.shopify.com)

Customer Support and Documentation

Retently

Retently offers support via email, live chat, and Zoom, with a dedicated account manager for Enterprise plans. (retently.com)

Delighted

Delighted provides support through email and live chat, with a comprehensive knowledge base for self-help. (apps.shopify.com)

Best-Fit Customer Profile

Retently

Ideal for e-commerce brands seeking advanced analytics, multi-store support, and proactive issue detection.

Delighted

Suitable for businesses needing a straightforward, easy-to-use survey tool with essential features and integrations.

Comparison Table

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.

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