When evaluating customer feedback platforms for retail businesses, it's essential to consider tools that align with your specific needs, budget, and integration requirements. Retently, Gojiberry, and KnoCommerce are three such platforms, each offering unique features tailored to different aspects of customer experience management.
Retently
Retently specializes in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys, focusing on comprehensive customer experience (CX) management.
Features and Functionality
- Survey Types: Supports multi-question, multi-metric surveys, including NPS, CSAT, and CES.
- Customization: Offers advanced template customization and custom domains.
- Delivery Channels: Distributes surveys via email, in-app, kiosk, and SMS.
- Analytics: Provides AI-powered analytics, including topic and sentiment classification, product CX reports, and agent scorecards.
Pricing Model
Pricing plans start at $49 per month for up to 1,000 contacts, scaling with volume. (zigpoll.com)
Ease of Setup and Use
The platform is straightforward to set up, though it may be less intuitive for non-technical users compared to some competitors.
Integrations
Integrates with Shopify, Magento, and other e-commerce platforms, allowing post-purchase survey triggers and basic Shopify app integration. (zigpoll.com)
Customer Support and Documentation
Users report decent support and helpful onboarding materials but note occasional delays during peak times.
Best-Fit Customer Profile
Ideal for medium to large retail businesses seeking a comprehensive CX management solution with advanced analytics and multi-channel survey capabilities.
Gojiberry
Gojiberry focuses on post-purchase surveys to capture customer feedback and attribution data, primarily targeting Shopify users.
Features and Functionality
- Survey Types: Offers post-purchase surveys to understand customer motivations and satisfaction.
- Customization: Provides customizable polls that appear after checkout and on the thank-you page.
- Attribution Analysis: Integrates with Google Analytics and Facebook Pixel for attribution analysis.
Pricing Model
Offers a free tier with limited survey questions and responses. Paid plans begin around $9.99 per month, scaling with survey volume and features like multi-language support. (zigpoll.com)
Ease of Setup and Use
Integrates seamlessly with Shopify’s checkout flow, requiring minimal setup with a simple interface for customizing questions.
Integrations
Beyond Shopify, integrates with Google Analytics and Facebook Pixel for attribution analysis. (zigpoll.com)
Customer Support and Documentation
Provides responsive support and comprehensive documentation to assist users.
Best-Fit Customer Profile
Suitable for small to medium-sized retail businesses focused on understanding customer purchase drivers and satisfaction through post-purchase surveys.
KnoCommerce
KnoCommerce specializes in post-purchase attribution surveys with multi-question flows designed to capture zero-party data, primarily for Shopify stores.
Features and Functionality
- Survey Types: Focuses on post-purchase multi-question flows to understand customer motivations and preferences.
- Customization: Supports branching logic for tailored question paths.
- Attribution Analysis: Helps brands understand how customers found them and what influenced their purchase decisions.
Pricing Model
Offers tiered pricing starting with a free plan limited to 100 responses and basic features. Paid plans begin at approximately $29 per month for unlimited surveys and responses, with higher tiers unlocking advanced survey flows, detailed reporting, and integrations. (zigpoll.com)
Ease of Setup and Use
Setup requires embedding survey scripts or using Shopify app integration. The flow builder is user-friendly, but setting up multi-step questions takes some planning.
Integrations
Deep Shopify integration and API/webhook support for custom workflows. Integrates with popular email and marketing platforms. (zigpoll.com)
Customer Support and Documentation
Offers email and chat support with good onboarding resources. Documentation covers survey logic and integrations well.
Best-Fit Customer Profile
Ideal for retail businesses seeking detailed post-purchase attribution insights through multi-question surveys and advanced survey logic.
Three-Way Comparison
| Feature/Criteria | Retently | Gojiberry | KnoCommerce |
|---|---|---|---|
| Core Features | NPS, CSAT, CES surveys; multi-channel delivery; AI-powered analytics | Post-purchase surveys; attribution analysis; Google Analytics integration | Post-purchase multi-question surveys; zero-party data capture; Shopify integration |
| Pricing Model | Starts at $49/month for up to 1,000 contacts; scales with volume | Free tier; paid plans from $9.99/month; scales with survey volume | Free plan; paid plans from $29/month; higher tiers unlock advanced features |
| Ease of Setup and Use | Straightforward setup; less intuitive for non-technical users | Seamless Shopify integration; minimal setup required | Requires embedding scripts or using Shopify app; user-friendly flow builder |
| Integrations | Shopify, Magento, other e-commerce platforms | Shopify, Google Analytics, Facebook Pixel | Shopify, email and marketing platforms; API/webhook support |
| Customer Support | Decent support; occasional delays during peak times | Responsive support; comprehensive documentation | Email and chat support; good onboarding resources |
| Best-Fit Customer Profile | Medium to large retail businesses seeking comprehensive CX management | Small to medium-sized retail businesses focused on post-purchase insights | Retail businesses seeking detailed post-purchase attribution insights |
Situational Recommendations
- For Comprehensive CX Management: If your retail business requires a holistic approach to customer experience, including NPS, CSAT, and CES surveys across multiple channels, Retently
