When evaluating post-purchase survey tools for subscription commerce, it's essential to consider platforms that effectively capture customer feedback to enhance retention and satisfaction. Retently and SurveyMonkey are two prominent options, each offering unique features tailored to different business needs.
Retently
Retently is a customer experience management platform specializing in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys, particularly designed for e-commerce and subscription-based businesses.
Features
- Survey Types: Offers NPS, CSAT, and CES surveys to gauge customer loyalty and satisfaction.
- Multi-Channel Surveys: Distributes surveys via email, SMS, and in-app notifications.
- Custom Branding: Allows customization of survey design to align with brand identity.
- Advanced Reporting: Provides insights into customer feedback trends and benchmarks.
- AI-Powered Analytics: Utilizes artificial intelligence to classify feedback and identify key topics.
- Integrations: Supports integration with e-commerce platforms like Shopify, WooCommerce, and BigCommerce.
Pricing
Retently offers tiered pricing based on survey volume and features:
- Ecommerce Basic: $49 per month, includes 1,000 surveys, 10 campaigns, and 1 seat.
- Ecommerce Plus: $99 per month, includes 5,000 surveys, 50 campaigns, and 3 seats.
- Ecommerce Pro: $199 per month, includes 10,000 surveys, 100 campaigns, and 5 seats.
Each plan includes a 14-day free trial. (retently.com)
Pros
- E-commerce Focus: Tailored features for subscription-based businesses.
- Multi-Channel Distribution: Engages customers through various channels.
- AI Analytics: Provides deeper insights into customer feedback.
Cons
- Limited Free Tier: No free plan available; all plans require a subscription.
- Pricing: May be considered premium for small businesses.
Best-Fit Customer Profile
Ideal for e-commerce and subscription-based businesses seeking specialized tools to measure and improve customer satisfaction and loyalty.
SurveyMonkey
SurveyMonkey is a widely recognized general-purpose survey platform that offers a broad range of survey types and features suitable for various industries.
Features
- Survey Types: Provides a variety of survey templates, including NPS, CSAT, and CES.
- Customization: Offers customizable themes and question types.
- Advanced Logic: Includes features like skip logic and question piping.
- Data Analysis: Provides real-time results, charts, and data export options.
- Integrations: Connects with over 200 platforms, including Slack, HubSpot, and Mailchimp.
Pricing
SurveyMonkey offers several pricing tiers:
- Basic (Free): Limited to 10 questions per survey and 25 responses per survey.
- Standard Monthly: $99 per month, includes 1,000 responses per month.
- Advantage Annual: $39 per month (billed annually), includes 15,000 responses per year.
- Premier Annual: $139 per month (billed annually), includes 40,000 responses per year.
Additional responses are billed at $0.15 each. (surveymonkey.com)
Pros
- Versatility: Suitable for various industries and survey needs.
- Advanced Features: Offers robust customization and logic options.
- Extensive Integrations: Connects with numerous third-party platforms.
Cons
- Pricing Complexity: Multiple plans and add-ons can be confusing.
- Response Limits: Free and lower-tier plans have strict response caps.
Best-Fit Customer Profile
Ideal for businesses of all sizes needing a flexible survey tool with a wide range of features and integrations.
Side-by-Side Comparison
| Feature | Retently | SurveyMonkey |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES, plus various other templates |
| Customization | Custom branding and design | Custom themes, question types, and logic |
| Multi-Channel Surveys | Email, SMS, in-app notifications | Web link, email, social media, QR code, website embedding |
| Integrations | Shopify, WooCommerce, BigCommerce, API | Over 200 integrations, including Slack, HubSpot, Mailchimp |
| Pricing | Starts at $49/month for 1,000 surveys | Free plan with limitations; paid plans start at $99/month for 1,000 responses |
| Response Limits | Based on plan; additional surveys may be needed for higher volumes | Free plan: 25 responses; paid plans: 1,000 to 40,000 responses per month |
| Best-Fit Customer | E-commerce and subscription-based businesses | Businesses of all sizes needing a versatile survey tool |
Which to Choose
When deciding between Retently and SurveyMonkey for post-purchase surveys in subscription commerce, consider the following:
Retently: Best suited for e-commerce and subscription-based businesses seeking specialized tools to measure and improve customer satisfaction and loyalty.
SurveyMonkey: Ideal for businesses of all sizes needing a flexible survey tool with a wide range of features and integrations.
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. It tends to suit merchants who want flexible survey types in one place without enterprise pricing.
