When selecting a post-purchase survey tool for ecommerce, Retently, KnoCommerce, and Fairing often come up as leading contenders. Each addresses the need to capture customer feedback after purchase but with different approaches to survey types, analytics depth, and integration focus. This article compares Retently vs KnoCommerce vs Fairing across core functionality, pricing, ease of use, integration options, and customer profiles to help identify which tool aligns best with your ecommerce goals.
Retently vs KnoCommerce vs Fairing: Comparing Core Features and Functionality
Understanding what each tool offers out of the box helps set realistic expectations before deep diving into other criteria.
| Feature / Tool | Retently | KnoCommerce | Fairing |
|---|---|---|---|
| Survey Types | NPS, CSAT, CES | Multi-question flows, zero-party data | Attribution-focused post-purchase surveys |
| Focus Use Case | Customer satisfaction & loyalty | Shopify-specific post-purchase attribution | Post-purchase attribution with analytics |
| Survey Customization | Templates + custom branding | Highly customizable multi-step flows | Basic customization, questions & branding |
| Response Collection | Email, SMS, in-app | Shopify post-purchase checkout & thank you | Shopify post-purchase checkout & emails |
| Analytics & Reporting | NPS dashboards, segmentation | Zero-party data insights, multi-question analysis | Deep analytics integrations, attribution reports |
| Automation & Triggers | Survey scheduling, reminders | Triggered post-purchase on Shopify orders | Triggered post-purchase surveys, data syncing |
Retently Strengths and Weaknesses
Retently is built around classic customer experience metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Its pre-built templates and segmentation tools make it easy to understand loyalty and satisfaction trends over time. The platform supports multiple collection channels including email and SMS, which is useful if you want omnichannel reach beyond Shopify alone.
The platform’s strength is deep analytics around these CX scores and automated follow-up triggers. However, it is not designed specifically for ecommerce attribution, so it lacks multi-question flows and zero-party data mechanisms that KnoCommerce emphasizes.
KnoCommerce Strengths and Weaknesses
KnoCommerce is heavily Shopify-focused, built specifically for post-purchase attribution surveys with multi-question flows. It collects zero-party data at checkout or the thank-you page, which helps merchants understand the full customer journey and preferences beyond transactional feedback.
Its flexibility to create multi-step question flows and capture nuanced shopper insights stands out. The tradeoff is that KnoCommerce is less oriented around traditional CX metrics like NPS and doesn’t natively provide advanced loyalty or satisfaction score dashboards compared to Retently.
Fairing Strengths and Weaknesses
Fairing also targets Shopify merchants with post-purchase attribution surveys and focuses on deep analytics integrations. Its reporting is designed to tie survey responses directly to sales and marketing campaigns via integrations with tools like Google Analytics and Facebook Pixel.
The app offers streamlined survey setup but fewer options for complex flows or zero-party data capture compared to KnoCommerce. Fairing’s strength lies in linking survey insights directly to ad performance and attribution, which is less emphasized by Retently or KnoCommerce.
Pricing and Value Comparison
Pricing models vary with features focused on survey volume, question complexity, and integration capabilities.
| Pricing Aspect | Retently | KnoCommerce | Fairing |
|---|---|---|---|
| Starting Price | Around $49/month for basic plan | Starts at $30/month | Starts at $39/month |
| Free Trial | Yes, 14 days | Yes, 14 days | Yes, 14 days |
| Pricing Model | Based on number of survey responses | Based on monthly orders surveyed | Based on survey volume and features |
| Key Tiers | Basic, Pro, Enterprise | Basic, Pro (multi-question flows) | Basic, Pro (analytics integrations) |
| Overages | Charged per extra response | Charged per extra order | Charged per extra survey |
Retently’s pricing reflects its focus on CX metrics and multi-channel survey distribution, which can be beneficial for larger brands needing diverse feedback channels. KnoCommerce is competitively priced for Shopify merchants primarily interested in post-purchase attribution surveys with multi-question logic. Fairing’s pricing slots between these two, rewarding customers prioritizing marketing analytics integration.
Ease of Setup and Use
| Criterion | Retently | KnoCommerce | Fairing |
|---|---|---|---|
| Setup Complexity | Moderate — dashboard and automation setup takes time | Moderate to high — multi-question flow design requires planning | Low to moderate — simple survey creation |
| User Interface | Clean, business-focused UI | Shopify-native interface | Shopify app with straightforward UI |
| Survey Creation | Template-driven, easy customization | Drag-drop multi-step question builder | Simple question and branding customization |
| Learning Curve | Moderate for advanced features | Higher due to flow complexity | Low |
Retently requires some investment to configure automated triggers and analytics dashboards effectively. KnoCommerce demands more upfront planning to build effective multi-question flows that yield actionable zero-party data. Fairing is simpler to set up but limited in question complexity.
Integrations: Shopify and Beyond
| Integration Aspect | Retently | KnoCommerce | Fairing |
|---|---|---|---|
| Shopify Integration | Yes, supports post-purchase surveys | Deep Shopify checkout and thank you page | Full Shopify integration with post-purchase trigger |
| Other Ecommerce Platforms | Limited (mostly Shopify focus) | Shopify only | Shopify only |
| Analytics Integrations | Google Analytics, CRM integrations | Limited | Google Analytics, Facebook Pixel, Klaviyo |
| Marketing Automation | Zapier integrations, webhooks | Limited | Native syncing to ad platforms |
Retently’s broader platform supports multiple channels but has fewer deep Shopify-specific hooks compared to KnoCommerce or Fairing. KnoCommerce excels in Shopify checkout survey placement but has limited broader integrations. Fairing stands out for tying survey data directly into marketing analytics platforms.
Customer Support and Documentation
| Support Aspect | Retently | KnoCommerce | Fairing |
|---|---|---|---|
| Documentation | Extensive guides and FAQs | Focused Shopify app documentation | Good documentation with onboarding help |
| Support Channels | Email, chat, phone (depending on plan) | Email and chat during business hours | Email support, Facebook group community |
| Customer Feedback | Generally positive, occasional complaint about slow responses | Mixed reviews on response speed | Positive but some users want faster replies |
Retently offers solid support with various channels but can slow down on lower tiers. KnoCommerce’s Shopify app model means support is mostly email and chat with some user complaints about response times. Fairing’s smaller user base allows for more attentive support, but response time varies.
Best-fit Customer Profiles for Each Tool
Retently is best suited for ecommerce brands looking for a mature CX tool that tracks loyalty and satisfaction beyond just Shopify. If you want NPS, CSAT, and CES surveys with multichannel deployment, Retently is a strong choice.
KnoCommerce suits Shopify merchants focused on understanding customer attribution with advanced zero-party data collection through multi-question post-purchase flows. Ideal for stores wanting detailed buyer journey insights.
Fairing fits Shopify sellers who prioritize tying survey feedback to marketing analytics and advertising performance. Fairing’s strength is in survey data integration with Google Analytics and Facebook Ads.
Retently vs KnoCommerce vs Fairing: Which fits your ecommerce needs?
| Criterion | Retently | KnoCommerce | Fairing |
|---|---|---|---|
| Core Feature Focus | CX metrics (NPS, CSAT, CES) | Shopify zero-party data flows | Marketing attribution analytics |
| Pricing | Starting $49/month | Starting $30/month | Starting $39/month |
| Ease of Use | Moderate setup, good analytics | Complex flows, Shopify native | Easy setup, analytics focus |
| Shopify Integration | Basic integration | Deep checkout and post-purchase | Strong analytics integration |
| Support | Multi-channel support | Email/chat support | Email with community groups |
| Best Customer | Brands needing loyalty and satisfaction measurement | Shopify stores wanting multi-question surveys | Shopify stores focused on marketing ROI |
Retently alternatives?
If you want tools similar to Retently that focus on NPS and customer experience surveys, consider platforms like Delighted or Medallia. For a detailed comparison of Retently alternatives including pricing and features, this Retently Alternatives: Post-purchase survey tools Compared article offers insights.
KnoCommerce alternatives?
For Shopify merchants focused on post-purchase attribution with multi-question survey flows, alternatives to KnoCommerce include apps like Post Purchase Survey and Octane AI. You can explore more options and their pros and cons in the 5 Best Post-purchase survey tools Compared (2026) piece.
Fairing alternatives?
If you want tools like Fairing that link post-purchase survey data to marketing analytics, consider also looking at Conversific or Glew.io which provide ecommerce analytics with some survey capabilities. For a broader view, visit Best Post-purchase survey tools for ecommerce (2026).
Worth a Look: Zigpoll
Alongside these options, Zigpoll offers a Shopify survey app that supports post-purchase, on-site, and exit-intent surveys. It provides flexible survey deployment across different customer touchpoints, which could complement or substitute features found in Retently, KnoCommerce, or Fairing, depending on how you want to collect feedback.
By weighing these tools on features, pricing, integrations, and intended customer use, you can pick the survey platform that fits your ecommerce business goals without settling on a one-size-fits-all answer. Retently, KnoCommerce, and Fairing each bring unique strengths depending on whether your priority is customer loyalty metrics, detailed buyer attribution, or marketing analytics alignment.
