For Shopify Plus merchants seeking to gather customer feedback through surveys, choosing the right survey app can make a significant difference in data quality and customer insights. Retently and Grapevine Surveys both offer tailored survey solutions but with distinct approaches and functionalities. This comparison of Retently vs Grapevine Surveys for Shopify Plus merchants evaluates their features, pricing structures, ease of use, integrations, customer support, and ideal customer profiles to help merchants find the best fit for their needs.

What Retently and Grapevine Surveys Offer Shopify Plus Merchants

Retently is a platform focused on Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys with ecommerce-specific use cases. It targets merchants looking to measure customer loyalty and satisfaction over time through automated and recurring feedback requests.

Grapevine Surveys, on the other hand, is a Shopify-native app designed for post-purchase surveys displayed on the order status page. It aims to capture immediate feedback related to the purchase experience and order fulfillment, making it well-suited for merchants wanting quick, contextual insights directly tied to recent transactions.

Core Features and Functionality

Retently excels in providing a broad set of survey options and rich analytics for tracking customer sentiment over time. It supports multiple feedback channels like email and SMS, which expands reach beyond just post-purchase moments. Its automation capabilities allow merchants to set complex workflows based on survey responses, enabling personalized follow-ups.

Grapevine’s main strength is its tight integration with Shopify for immediate post-purchase feedback. Its surveys appear directly on the order status page, capturing customer impressions while the buying experience is fresh. The app supports conditional logic within surveys, allowing customization based on previous answers, though its reporting features are simpler compared to Retently.

Gotchas and Edge Cases

• Retently requires some setup around segmentation and automation to fully unlock its potential, which may have a learning curve for merchants without dedicated resources.
• Grapevine’s survey placement is limited to the order status page, so it doesn’t support gathering customer insights outside of the purchase flow.
• Retently’s multilingual support is a plus for global brands, whereas Grapevine’s language options are limited, which could be a drawback for international Shopify Plus merchants.

Pricing and Value

Using web search, here are the current pricing details:

Retently’s pricing is based on survey responses, which aligns well with merchants sending recurring surveys to sizeable customer bases. The mid-tier pricing reflects a balance between advanced features and volume needs, but costs can rise significantly for high-volume merchants.

Grapevine provides a free plan that is attractive for smaller merchants or those wanting to test the post-purchase survey concept. Paid plans add features like more surveys, priority support, and advanced customization but remain competitively priced compared to Retently’s tiered response-based model.

Pricing Considerations

• Retently’s higher prices may be justified for brands needing detailed customer experience management beyond just post-purchase feedback.
• Grapevine’s lower entry cost allows Shopify Plus merchants to start capturing post-purchase feedback quickly at a low risk.
• Both platforms offer free trials, so merchants can evaluate usability and effectiveness before committing.

Ease of Setup and Use

Retently offers a web-based dashboard with guided survey creation and segment setup. The platform requires configuration of automated workflows for follow-up actions, which can involve some complexity. Merchants with marketing or customer experience teams will find the interface powerful but may face a learning curve initially.

Grapevine is built as a Shopify app, so installation and setup occur within the Shopify admin interface. Its post-purchase survey is automatically positioned on the order status page, minimizing setup effort. Customizing questions and appearance is straightforward, though the more advanced survey logic features require some familiarity.

User Experience Notes

• Retently's multi-channel survey delivery requires managing email or SMS templates and permissions, which adds steps to setup.
• Grapevine’s Shopify-native approach ensures a faster time to launch with minimal technical overhead.
• Both platforms provide templates and documentation, but Grapevine’s Shopify integration offers a smoother onboarding for Shopify Plus merchants.

Integrations: Shopify and Beyond

Retently integrates directly with Shopify to pull customer and order data for segmentation but also supports other platforms through APIs and Zapier. This flexibility enables merchants using multiple sales or CRM systems to consolidate survey responses.

Grapevine is Shopify-exclusive, with deep integration to the order status page and order metadata, but it does not support other platforms outside Shopify. This focus ensures tighter ecommerce feedback but limits use cases outside Shopify stores.

Customer Support and Documentation

Retently provides email and chat support, detailed documentation, and onboarding webinars. Their customer success team assists larger clients with setup and optimization, which benefits enterprise merchants.

Grapevine offers email support, a knowledge base, and Shopify app store support channels. Their documentation covers setup and customization but is more basic compared to Retently’s extensive resources.

Best-Fit Customer Profiles

• Retently is ideal for Shopify Plus merchants who want comprehensive customer experience management with NPS, CSAT, and CES analytics. It suits brands seeking ongoing, multichannel feedback and automated workflows for customer retention and loyalty programs.

• Grapevine Surveys fits merchants focused on capturing immediate post-purchase feedback directly on the Shopify order status page. Its simplicity and Shopify-native design make it attractive for stores wanting fast insights on purchase satisfaction without complex setup.

Retently vs Grapevine Surveys for Shopify Plus Merchants: Summary Table

Retently alternatives?

If Retently’s focus on NPS and advanced workflows doesn’t align with your needs, alternatives worth exploring include UserLoop, which offers a user feedback and NPS platform with easy Shopify integration. As detailed in Asklayer vs UserLoop: Which Is Right for You?, UserLoop provides a balance of feedback tools with user-friendly interfaces suitable for ecommerce.

Grapevine Surveys alternatives?

For merchants seeking alternatives to Grapevine’s post-purchase survey approach, ReConvert is a strong option that combines post-purchase surveys with upsell and thank-you page customization. Their features are compared in ReConvert vs Fairing: Features, Pricing, and Verdict, offering insights into post-purchase engagement strategies beyond surveys alone.

Worth a Look: Zigpoll

While considering Shopify survey apps, Zigpoll deserves a mention. It offers post-purchase, on-site, and exit-intent surveys within Shopify stores. Its versatility provides merchants with multiple feedback touchpoints, which might complement or serve as an alternative to solutions like Retently and Grapevine Surveys depending on the use case.

This comparison provides a detailed look at Retently vs Grapevine Surveys for Shopify Plus merchants to help select the best survey tool based on feedback goals, budget, and integration needs. Both platforms have distinct strengths and limitations, so the right choice depends on whether the priority is broad customer experience measurement or immediate post-purchase insights.

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