When evaluating survey tools for Shopify Plus merchants, it's essential to consider platforms that integrate seamlessly with Shopify's ecosystem and cater to the unique needs of e-commerce businesses. Retently, KnoCommerce, and Delighted are three such tools that offer distinct features and functionalities.
Retently
Retently is a customer experience (CX) management platform designed to capture feedback across various touchpoints, including post-purchase interactions.
Features
- Survey Types: Supports multi-question surveys for NPS, CSAT, and CES metrics.
- Delivery Channels: Offers surveys via email, in-app, kiosk, SMS, and more.
- Customization: Provides advanced template customization and custom domains.
- Analytics: Includes AI-powered topic and sentiment analysis, product CX reports, and agent scorecards.
Pricing Model
Retently offers tiered pricing based on response volume, with plans starting around $49 per month. A 14-day free trial is available. (retently.com)
Pros
- Comprehensive CX Management: Captures feedback across multiple touchpoints, providing a holistic view of customer experience.
- Advanced Analytics: Utilizes AI to detect sentiment spikes and product issues proactively.
- Omnichannel Support: Engages customers through various channels, enhancing response rates.
Cons
- Complex Setup: The extensive feature set may require a steeper learning curve.
- Pricing: Higher tiers may be costly for smaller merchants.
Best-Fit Customer Profile
Ideal for Shopify Plus merchants seeking a dedicated CX solution with advanced analytics and omnichannel survey capabilities.
KnoCommerce
KnoCommerce specializes in post-purchase attribution surveys, focusing on capturing zero-party data to understand customer purchase motivations.
Features
- Survey Types: Post-purchase attribution surveys with multi-question flows.
- Data Collection: Focuses on zero-party data to understand customer preferences.
- Integrations: Integrates with Shopify, Klaviyo, Triple Whale, and more.
- Customization: Offers extensive survey templates and customization options.
Pricing Model
KnoCommerce offers tiered pricing:
- Starter Plan: $19 per month for 1 live survey with up to 3 questions.
- Analyst Plan: $119 per month for 2 live surveys with unlimited questions.
- Pro Plan: $299 per month for 4 live surveys with unlimited questions.
- Enterprise Plan: $499+ per month for unlimited surveys and questions.
Each plan includes a free onboarding call, and annual billing offers a 20% discount. (retently.com)
Pros
- In-Depth Insights: Provides detailed post-purchase insights and attribution data.
- Customization: Extensive survey templates and question types.
- Integrations: Supports multiple integrations with e-commerce platforms.
Cons
- Complexity: May require a learning curve due to advanced features.
- Pricing: Higher tiers may be costly for smaller merchants.
Best-Fit Customer Profile
Suitable for Shopify Plus merchants aiming to gain deep insights into customer purchase behavior and attribution, particularly those with significant ad spend.
Delighted
Delighted offers a straightforward approach to customer experience measurement using NPS, CSAT, and CES surveys delivered via email and SMS.
Features
- Survey Types: NPS, CSAT, and CES surveys.
- Delivery Channels: Supports email and SMS survey distribution.
- Integrations: Provides over 35 free integrations, including Shopify, Slack, and Zendesk.
- Customization: Allows branding customization with logos and colors.
Pricing Model
Delighted offers several pricing tiers:
- Free Plan: Up to 25 responses per month and 1 user.
- Starter Plan: $19 per month for up to 50 responses and 2 users.
- Growth Plan: $39 per month for up to 100 responses and 3 users.
- Advanced Plan: $149 per month for up to 250 responses and 5 users.
- Premium Plan: $249 per month for up to 500 responses and 10 users.
Each plan includes unlimited surveys and CX projects, with higher tiers offering additional premium integrations like Salesforce, Segment, and HubSpot. (retently.com)
Pros
- Ease of Use: User-friendly interface suitable for quick deployment.
- Integration: Seamless integration with Shopify and other platforms.
- Customization: Ability to customize surveys to match brand identity.
Cons
- Limited Survey Types: Focuses primarily on NPS, CSAT, and CES, which may not cover all feedback needs.
- Response Limits: Monthly response limits may be restrictive for high-volume merchants.
Best-Fit Customer Profile
Ideal for Shopify Plus merchants seeking a straightforward solution to measure customer satisfaction through standardized survey types.
Three-Way Comparison
The following table summarizes the key features
Worth a Look: Zigpoll
If you're evaluating options for Shopify survey apps, 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.
