When evaluating customer feedback platforms for ecommerce, two prominent options are Retently and Delighted. Both offer NPS, CSAT, and CES surveys tailored for ecommerce businesses, but they differ in features, pricing, ease of use, and integrations. This comparison will help you determine which platform aligns best with your business needs.
Retently
Retently is a customer experience (CX) platform designed specifically for ecommerce brands, offering NPS, CSAT, and CES surveys. It provides a comprehensive suite of tools to collect, analyze, and act on customer feedback across various touchpoints.
Core Features and Functionality
Survey Delivery Methods: Retently supports multiple channels, including email, SMS, web, embedded forms, SDKs, and kiosks, allowing for flexible survey distribution.
Survey Customization: Offers advanced customization options such as branding, question personalization, conditional logic, and multi-language support, enabling tailored survey experiences.
Reporting and Analytics: Provides advanced reporting with AI-powered sentiment analysis, trend analysis, and benchmarking, offering deeper insights into customer sentiment and behavior.
Integrations: Integrates with major ecommerce platforms like Shopify, BigCommerce, and WooCommerce, as well as support integrations like Zendesk and Freshdesk, and marketing integrations like Klaviyo and Mailchimp. It also supports API and Zapier integrations for custom automation scenarios.
Pricing Model
Retently offers tiered pricing based on response volume:
Ecommerce Basic: Starting at $49 per month for up to 1,000 surveys and 1 user.
Ecommerce Pro: Starting at $299 per month for up to 20,000 surveys and 10 users.
Enterprise: Starting from $599 per month for 10,000 surveys and 10 users.
These plans include additional features such as advanced reporting, AI-powered feedback classification, and dedicated support.
Ease of Setup and Use
Retently's interface is intuitive but offers more advanced customization options, which may require a steeper learning curve for users unfamiliar with such features. However, it provides a 14-day free trial, allowing users to explore its capabilities before committing.
Customer Support and Documentation
Retently offers extensive support, including email support, live chat, Zoom support, and a dedicated account manager for Enterprise customers. It also provides a comprehensive knowledge base and community forums.
Best-Fit Customer Profile
Retently is ideal for medium to large ecommerce brands that require advanced features, comprehensive analytics, and robust integrations to manage complex customer experience programs.
Delighted
Delighted is a straightforward CX survey tool that offers NPS, CSAT, and CES surveys via email and SMS, catering to ecommerce businesses seeking a simple solution for gathering customer feedback.
Core Features and Functionality
Survey Delivery Methods: Delighted primarily supports email and SMS for survey distribution.
Survey Customization: Provides basic customization options, including branding elements like logos and colors, but lacks advanced features such as conditional logic or multi-language support.
Reporting and Analytics: Offers real-time dashboards and pre-built reports, focusing on trend tracking and basic analytics.
Integrations: Delighted integrates with over 35 free services, including Shopify, and offers 6 premium integrations such as Salesforce and HubSpot.
Pricing Model
Delighted's pricing tiers are as follows:
Starter: $19 per month for up to 50 responses and 1 user.
Growth: $39 per month for up to 100 responses and 5 users.
Advanced: $149 per month for up to 250 responses and 10 users.
Premium: $249 per month for up to 500 responses and 20 users.
These plans are designed to be cost-effective for small to medium-sized businesses.
Ease of Setup and Use
Delighted is known for its user-friendly interface and quick setup, allowing brands to launch surveys with minimal effort. The simplicity of the platform makes it suitable for teams needing fast deployment without a steep learning curve.
Customer Support and Documentation
Delighted offers support through a self-serve help center and community forums. While the support is adequate, it may not be as extensive as that of Retently.
Best-Fit Customer Profile
Delighted is suitable for small to medium-sized ecommerce brands seeking a straightforward and cost-effective solution for gathering customer feedback.
Side-by-Side Comparison
| Feature | Retently | Delighted |
|---|---|---|
| Survey Delivery Methods | Email, SMS, Web, Embed, SDK, Kiosk | Email, SMS |
| Survey Customization | Advanced (branding, question personalization, conditional logic, multi-language support) | Basic (branding elements) |
| Reporting & Analytics | Advanced (AI-powered sentiment analysis, trend analysis, benchmarking) | Basic (real-time dashboards, pre-built reports) |
| Integrations | Shopify, BigCommerce, WooCommerce, Zendesk, Freshdesk, Klaviyo, Mailchimp, API, Zapier | Shopify, Salesforce, HubSpot, plus 35+ free integrations and 6 premium integrations |
| Pricing | Starting at $49/month for 1,000 surveys and 1 user | Starting at $19/month for 50 responses and 1 user |
| Ease of Use | Intuitive interface with a steeper learning curve due to advanced features | User-friendly interface with quick setup |
| Customer Support | Extensive (email, chat, phone, dedicated account manager for Enterprise) | Adequate (self-serve help center, community forums) |
| Best-Fit Customer Profile | Medium to large ecommerce brands requiring advanced features and integrations | Small to medium-sized ecommerce brands seeking a straightforward, cost-effective solution |
Worth a Look: Zigpoll
If you're evaluating options for customer feedback platforms, 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.
