When evaluating customer feedback platforms for ecommerce, it's essential to consider tools that cater specifically to the unique needs of online retailers. Retently, KnoCommerce, and Qualtrics are three such platforms that offer distinct features and pricing models. This comparison will delve into each tool's core functionalities, pricing structures, ease of use, integrations, customer support, and ideal user profiles to help you determine the best fit for your ecommerce business.

Retently

Retently specializes in customer experience management, offering NPS, CSAT, and CES surveys tailored for ecommerce and B2B businesses.

Core Features and Functionality

• Survey Types: Supports NPS, CSAT, and CES surveys.
• Multi-Channel Surveys: Distributes surveys via email, web pop-ups, and in-app prompts.
• Custom Branding: Allows for survey branding and personalization.
• Advanced Reporting: Provides trend analysis, benchmarking, and AI-powered feedback classification.
• Integrations: Offers integrations with platforms like Shopify, Zendesk, Intercom, and Salesforce.

Pricing Model

Retently offers tiered pricing based on survey volume and features:

• Ecommerce Basic: $49/month for up to 1,000 surveys and 10 campaigns.
• Ecommerce Pro: $299/month for up to 20,000 surveys and 10 campaigns.
• Enterprise: Custom pricing for over 20,000 surveys, offering advanced features and dedicated support.

A 14-day free trial is available for the Ecommerce Basic and Pro plans. (retently.com)

Pros and Cons

Pros:

• Tailored for ecommerce and B2B sectors.
• Comprehensive survey types and distribution channels.
• Advanced analytics with AI-powered insights.

Cons:

• Higher-tier plans may be costly for small businesses.
• Some integrations may require additional setup.

Best-Fit Customer Profile

Ideal for ecommerce and B2B businesses seeking in-depth customer experience insights with a focus on NPS, CSAT, and CES metrics.

KnoCommerce

KnoCommerce focuses on post-purchase attribution surveys, providing multi-question flows and zero-party data collection, particularly for Shopify users.

Core Features and Functionality

• Survey Types: Post-purchase attribution surveys with multi-question flows.
• Zero-Party Data: Collects data directly from customers, enhancing personalization.
• Shopify Integration: Seamless integration with Shopify for easy setup.
• Advanced Question Types: Offers over 12 question types, including image and video.
• Order Attribution Report: Provides insights into customer purchase decisions.

Pricing Model

KnoCommerce offers several plans:

• Starter: $19/month for 1 live survey with 3 questions.
• Analyst: $119/month for 2 live surveys with unlimited questions.
• Pro: $299/month for 4 live surveys with unlimited questions.
• Enterprise: $499+/month for unlimited surveys and questions.

A 7-day free trial is available for the Starter plan. (try.knocommerce.com)

Pros and Cons

Pros:

• Tailored for Shopify users with easy integration.
• Focus on post-purchase insights and zero-party data.
• Affordable entry-level pricing.

Cons:

• Limited to Shopify; not suitable for other platforms.
• Higher-tier plans may be expensive for small businesses.

Best-Fit Customer Profile

Ideal for Shopify-based ecommerce businesses seeking post-purchase insights and enhanced customer personalization.

Qualtrics

Qualtrics offers enterprise-level experience management, including post-purchase survey capabilities for ecommerce.

Core Features and Functionality

• Survey Types: Customizable surveys with various question types.
• Multi-Channel Distribution: Distributes surveys via email, SMS, and web.
• Advanced Analytics: Provides sentiment analysis, trend tracking, and benchmarking.
• Integrations: Integrates with platforms like Salesforce, SAP, and Microsoft Dynamics.
• Customization: Offers extensive customization options for survey design and logic.

Pricing Model

Qualtrics employs a customized pricing model based on enterprise needs, with costs varying accordingly. Specific pricing details are typically obtained through direct consultation.

Pros and Cons

Pros:

• Comprehensive and customizable survey capabilities.
• Advanced analytics and reporting features.
• Suitable for large enterprises with complex requirements.

Cons:

• Pricing may be prohibitive for small to mid-sized businesses.
• Complex setup and learning curve.

Best-Fit Customer Profile

Ideal for large enterprises seeking a comprehensive and customizable experience management solution.

Three-Way Comparison

Below is a comparison of Retently, KnoCommerce, and Qualtrics based on key features:

Worth a Look: Zigpoll

If you're evaluating options for customer feedback platforms, 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.