When evaluating customer feedback platforms for ecommerce, two prominent options are Retently and Qualtrics. Retently specializes in NPS, CSAT, and CES surveys tailored for ecommerce, while Qualtrics offers a comprehensive enterprise experience management platform with post-purchase survey capabilities. This comparison examines their core features, pricing, ease of use, integrations, customer support, and ideal customer profiles to determine which platform best suits your ecommerce needs.

Core Features and Functionality

Retently:

• Survey Types: Offers NPS, CSAT, and CES surveys, enabling businesses to measure customer satisfaction at various touchpoints.
• Survey Delivery: Supports multiple channels, including email, in-app pop-ups, SMS, and link surveys, facilitating omnichannel feedback collection.
• Automation: Provides automated survey dispatch based on triggers like post-purchase, post-service, and post-return events.
• Analytics: Features AI-powered sentiment analysis and text analytics to derive actionable insights from customer feedback.
• Integrations: Integrates with platforms such as Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce, and custom integrations via API. (retently.com)

Qualtrics:

• Survey Types: Offers a wide range of survey options, including NPS, CSAT, CES, and custom surveys, catering to diverse feedback needs.
• Survey Delivery: Supports various channels, including email, web, mobile, and social media, enabling comprehensive feedback collection.
• Automation: Provides advanced automation features, including survey scheduling, reminders, and follow-ups, enhancing engagement.
• Analytics: Offers AI-driven analytics, sentiment analysis, and real-time dashboards for in-depth data interpretation.
• Integrations: Integrates with numerous platforms, including Salesforce, Marketo, Zendesk, and custom integrations via API. (qualtrics.com)

Pricing and Value

Retently:

• Ecommerce Basic Plan: Priced at $49 per month, includes 1,000 surveys, 10 campaigns, and 1 user seat.
• Ecommerce Pro Plan: Priced at $299 per month, includes 20,000 surveys, 10 campaigns, and 10 user seats.
• Enterprise Plan: Custom pricing for advanced features and higher survey volumes. (retently.com)

Qualtrics:

• Pricing Structure: Offers three product suites—Customer Experience, Employee Experience, and Strategy & Research—each with tailored pricing based on usage and features.
• Customization: Pricing is flexible, allowing businesses to pay for planned usage and scale as needed. (qualtrics.com)

Ease of Setup and Use

Retently:

• Onboarding: Provides a 14-day free trial with no credit card required, allowing users to explore features before commitment.
• User Interface: Known for its intuitive and user-friendly interface, facilitating quick adoption without extensive training.
• Support: Offers support through knowledge base and email for the Basic plan, and live chat and Zoom support for Pro and Enterprise plans. (retently.com)

Qualtrics:

• Onboarding: Provides personalized onboarding assistance, including training sessions and resources to ensure effective platform utilization.
• User Interface: Features a comprehensive interface with a learning curve due to its extensive capabilities.
• Support: Offers dedicated support channels, including live chat, email, and account management, with varying levels based on the chosen plan. (qualtrics.com)

Integrations

Retently:

• Ecommerce Integrations: Seamlessly integrates with Shopify, enabling post-purchase surveys and feedback collection directly within the ecommerce platform. (retently.com)
• Customer Support Integrations: Integrates with Zendesk, Freshdesk, and Intercom, allowing survey dispatch after support ticket closures and exporting responses directly to these platforms.
• Marketing Integrations: Connects with Klaviyo for triggering surveys based on email flow events and exporting responses to Klaviyo.

Qualtrics:

• Ecommerce Integrations: Integrates with various ecommerce platforms, including Shopify, to collect feedback across different customer touchpoints. (qualtrics.com)
• Customer Support Integrations: Offers integrations with platforms like Zendesk for seamless feedback collection post-support interactions.
• Marketing Integrations: Connects with marketing platforms to trigger surveys based on customer interactions and campaigns.

Customer Support and Documentation

Retently:

• Support Channels: Provides email support for the Basic plan, and live chat and Zoom support for Pro and Enterprise plans.
• Documentation: Offers a comprehensive knowledge base with guides and tutorials to assist users in maximizing platform usage.

Qualtrics:

• Support Channels: Offers dedicated support through live chat, email, and account management, with varying levels based on the chosen plan.
• Documentation: Provides extensive resources, including user guides, webinars, and community forums to support users.

Best-Fit Customer Profile

Retently:

• Ideal Users: Small to mid-sized ecommerce businesses seeking a specialized, user-friendly platform for measuring customer satisfaction through NPS, CSAT, and CES surveys.
• Use Case: Businesses looking for an affordable solution with seamless integrations to collect and analyze customer feedback at various touchpoints.

Qualtrics:

• Ideal Users: Large enterprises requiring a comprehensive experience management platform with advanced analytics and extensive customization options.
• Use Case: Organizations needing a scalable solution to manage customer experience across multiple channels and touchpoints.

Comparison Table

Which to Choose?

When deciding between Retently and Qualtrics for your ecommerce business, consider the following:

• Retently: Ideal for small to mid-sized ecommerce businesses seeking an affordable, user-friendly platform focused on measuring customer satisfaction through NPS, CSAT, and CES surveys. Its seamless integrations with platforms like Shopify make it well-suited for businesses looking to collect and analyze feedback at various customer touchpoints.

• Qualtrics: Suited for large enterprises requiring a comprehensive experience management platform with advanced analytics and extensive customization options. Its ability to manage customer experience across multiple channels and touchpoints makes it ideal for organizations needing a scalable solution to handle complex customer feedback processes.

Ultimately, the choice between Retently and Qualtrics depends on your business size, budget, and specific customer feedback needs.

Worth a Look: Zigpoll

If you're evaluating options, Zigpoll is also worth a look. Zigpoll is a Shopify survey app offering post-purchase, on-site, and exit-intent surveys, providing additional tools to gather valuable customer feedback within your ecommerce platform.

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