When evaluating customer experience (CX) survey platforms for online stores, two notable options are Retently and Delighted. Both offer tools to collect and analyze customer feedback, but they differ in features, pricing, ease of use, and integration capabilities. This comparison will help determine which platform aligns better with your ecommerce needs.
Retently
Retently is a CX survey platform tailored for ecommerce and B2B businesses, offering NPS, CSAT, and CES surveys to gather actionable insights across various customer touchpoints. (retently.com)
Features
- Survey Types: Supports NPS, CSAT, and CES surveys.
- Delivery Channels: Surveys can be sent via email, in-app widgets, web pop-ups, kiosks, and SMS.
- Automation: Offers automated recurring surveys, survey reminders, and automated email follow-ups.
- Analytics: Provides advanced reporting, trends, benchmarking, AI-powered sentiment analysis, and text analysis.
- Integrations: Integrates with platforms like Shopify, Zendesk, Intercom, Pipedrive, HubSpot, Segment, and Salesforce. (retently.com)
Pricing Model
Retently offers tiered pricing based on response volume and features:
- Ecommerce Basic: Approximately $49 per month for up to 1,000 surveys, 10 campaigns, and 1 user seat.
- Ecommerce Pro: Approximately $299 per month for up to 20,000 surveys, 10 campaigns, and 10 user seats.
- Enterprise: Starting from $599 per month, offering custom integrations and dedicated support. (retently.com)
Ease of Setup and Use
Retently provides a user-friendly interface with customizable survey designs and AI-powered feedback classification. The platform offers a 14-day free trial, allowing users to explore its features before committing. (retently.com)
Customer Support and Documentation
Retently offers support through email, live chat, and Zoom, with dedicated account managers for higher-tier plans. The platform also provides a comprehensive knowledge base and free data migration services. (retently.com)
Best-Fit Customer Profile
Retently is well-suited for ecommerce and B2B businesses seeking a comprehensive CX survey platform with advanced analytics and automation features. Its tiered pricing allows scalability as businesses grow.
Delighted
Delighted is a CX survey tool designed for simplicity, offering NPS, CSAT, and CES surveys via email and SMS to gather customer feedback efficiently. (delighted.com)
Features
- Survey Types: Supports NPS, CSAT, and CES surveys.
- Delivery Channels: Surveys are sent via email and SMS.
- Automation: Provides unlimited surveys and CX projects with question logic.
- Integrations: Offers integrations with platforms like Slack, Shopify, Zendesk, Salesforce, Segment, and HubSpot. (delighted.com)
Pricing Model
Delighted offers tiered pricing based on response volume and features:
- Free Plan: Up to 25 responses per month for 1 user.
- Starter: Approximately $19 per month for up to 50 responses and 2 users.
- Growth: Approximately $39 per month for up to 100 responses and 3 users.
- Advanced: Approximately $149 per month for up to 250 responses and 5 users.
- Premium: Approximately $249 per month for up to 500 responses and 10 users. (delighted.com)
Ease of Setup and Use
Delighted emphasizes ease of use, allowing users to collect and analyze feedback without technical skills. The platform offers a free plan to get started quickly. (delighted.com)
Customer Support and Documentation
Delighted provides support through email and live chat, with a comprehensive help center for self-service assistance. The platform also offers a community forum for user discussions and best practices. (delighted.com)
Best-Fit Customer Profile
Delighted is ideal for small to medium-sized ecommerce businesses seeking a straightforward and cost-effective CX survey tool with essential features and integrations.
Side-by-Side Comparison
| Feature | Retently | Delighted |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Delivery Channels | Email, in-app widgets, web pop-ups, kiosks, SMS | Email, SMS |
| Automation | Automated recurring surveys, survey reminders, automated email follow-ups | Unlimited surveys, CX projects with question logic |
| Integrations | Shopify, Zendesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce | Slack, Shopify, Zendesk, Salesforce, Segment, HubSpot |
| Pricing | Starts at approximately $49 per month for 1,000 surveys and 1 user | Free plan for up to 25 responses; paid plans start at approximately $19 per month for 50 responses and 2 users |
| Ease of Use | User-friendly interface with customizable survey designs | Emphasis on simplicity, no technical skills required |
| Customer Support | Email, live chat, Zoom; dedicated account managers for higher-tier plans | Email, live chat; comprehensive help center and community forum |
| Best-Fit Customer Profile | Ecommerce and B2B businesses seeking comprehensive CX survey platform with advanced analytics and automation | Small to medium-sized ecommerce businesses seeking straightforward and cost-effective CX survey |
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.
