When evaluating post-purchase survey tools for small e-commerce businesses, it's essential to consider platforms that offer tailored features, straightforward pricing, and ease of use. Retently and QuestionPro are two such platforms, each catering to different needs and preferences.
Retently
Retently specializes in customer experience management, focusing on Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. Designed with e-commerce in mind, it enables businesses to gather actionable feedback at critical touchpoints, such as after a purchase or product delivery.
Features
- Survey Types: NPS, CSAT, and CES surveys.
- Multi-Channel Surveys: Deploy surveys via email, SMS, and web.
- Integrations: Seamless integration with e-commerce platforms like Shopify, WooCommerce, and BigCommerce.
- AI-Powered Analytics: Automated feedback classification and topic analysis.
- Reporting: Advanced reporting with trends and benchmarking.
Pricing Model
Retently offers tiered pricing:
- Ecommerce Basic: $49 per month, includes 1,000 surveys, 10 campaigns, and 1 user seat.
- Ecommerce Pro: $299 per month, includes 20,000 surveys, 10 campaigns, and 10 user seats.
Both plans come with a 14-day free trial. (retently.com)
Pros
- E-commerce Focus: Tailored features for online retailers.
- Ease of Use: User-friendly interface with quick setup.
- Comprehensive Analytics: In-depth insights into customer feedback.
Cons
- Pricing: Higher tiers may be costly for very small businesses.
- Limited Survey Types: Focuses primarily on NPS, CSAT, and CES.
Best-Fit Customer Profile
Ideal for small to medium-sized e-commerce businesses seeking specialized tools to measure and improve customer satisfaction.
QuestionPro
QuestionPro is a versatile survey and Voice of Customer (VoC) platform suitable for various industries, including e-commerce. It offers a broad range of survey types and advanced analytics, catering to businesses with diverse feedback needs.
Features
- Survey Types: NPS, CSAT, CES, and more.
- Multi-Channel Surveys: Distribute surveys via email, web, and social media.
- Integrations: Connects with platforms like Shopify, Salesforce, and Zapier.
- AI Assistants: Automated insights and recommendations.
- Reporting: Customizable dashboards and real-time analytics.
Pricing Model
QuestionPro provides several pricing tiers:
- Essentials: Free for up to 200 responses per survey.
- Advanced: $99 per user per month, includes 25,000 responses per year.
- Team Edition: $83 per user per month, includes 100,000 responses per year.
Custom pricing is available for larger enterprises. (questionpro.com)
Pros
- Flexibility: Wide range of survey types and customization options.
- Scalability: Suitable for businesses of all sizes.
- Advanced Features: AI-driven insights and comprehensive reporting.
Cons
- Complexity: The extensive feature set may require a learning curve.
- Pricing: Higher tiers can be expensive for small businesses.
Best-Fit Customer Profile
Ideal for small to large e-commerce businesses needing a flexible and scalable survey solution with advanced analytics.
Side-by-Side Comparison
| Feature | Retently | QuestionPro |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES, and more |
| Multi-Channel Surveys | Email, SMS, Web | Email, Web, Social Media |
| Integrations | Shopify, WooCommerce, BigCommerce | Shopify, Salesforce, Zapier, and more |
| AI Analytics | Automated feedback classification and topic analysis | AI-driven insights and recommendations |
| Reporting | Advanced reporting with trends and benchmarking | Customizable dashboards and real-time analytics |
| Pricing | $49/month (Basic), $299/month (Pro) | Free (Essentials), $99/user/month (Advanced), $83/user/month (Team Edition) |
| Free Trial | 14-day free trial | 10-day free trial |
Which to Choose
When deciding between Retently and QuestionPro for your small e-commerce business, consider the following:
Retently: If your primary focus is on measuring customer satisfaction through NPS, CSAT, and CES surveys, and you prefer a platform tailored for e-commerce with straightforward setup, Retently is a strong choice.
QuestionPro: If you require a more versatile survey tool with a wide range of survey types, advanced analytics, and scalability to accommodate future growth, QuestionPro may be more suitable.
Evaluate your specific needs, budget, and desired features to determine the best fit for your business.
Worth a Look: Zigpoll
If you're evaluating options for post-purchase survey tools, 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.
