When evaluating post-purchase survey tools for SaaS companies, it's essential to consider platforms that effectively capture customer feedback to enhance user experience and inform product development. Retently, Survicate, and Promoter.io are three such tools that offer distinct features tailored to various business needs.

Retently

Retently is a customer experience (CX) survey platform specializing in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys.

Features

• Survey Types: Offers NPS, CSAT, and CES surveys.
• Multi-Channel Surveys: Supports email, link, website, in-product, and kiosk surveys.
• Automation: Provides campaign automations for NPS, CSAT, and CES.
• Integrations: Integrates with platforms like Shopify, Zendesk, Freshdesk, Intercom, Pipedrive, HubSpot, Segment, Salesforce, and offers a REST API.
• Analytics: Includes advanced reporting, trends, benchmarking, AI-powered feedback classification, and topic analytics.
• Customization: Allows survey branding, personalization, and custom survey design.

Pricing Model

Retently offers tiered pricing based on survey volume and features:

• Ecommerce Basic: $49 per month for up to 1,000 surveys and 10 campaigns.
• Ecommerce Pro: $299 per month for up to 20,000 surveys and 10 campaigns.
• Enterprise: Starting from $599 per month, offering custom features and integrations.

All plans include a 14-day free trial. (retently.com)

Pros

• Comprehensive Survey Options: Supports multiple survey types suitable for various customer experience metrics.
• Automation Capabilities: Automates survey campaigns, enhancing efficiency.
• Advanced Analytics: Provides in-depth reporting and AI-driven insights.

Cons

• Pricing: Higher-tier plans may be cost-prohibitive for smaller SaaS companies.
• Complexity: The array of features may require a learning curve for new users.

Best-Fit Customer Profile

Ideal for SaaS companies seeking a specialized CX survey platform with robust automation and analytics, and that have the budget for higher-tier plans.

Survicate

Survicate is a multi-channel survey platform offering website and in-product surveys.

Features

• Survey Types: Provides email, link, website, in-product, mobile app, and Intercom Messenger surveys.
• Survey Creation: Utilizes AI for survey creation and follow-up questions.
• Targeting & Automation: Offers advanced targeting, survey scheduling, and recurring surveys.
• Integrations: Integrates with over 25 platforms, including ActiveCampaign, Amplitude, App Store, Attentive, Bloomreach, Braze, Customer.io, Drip, Email Inbox, Email Notifications, Export API, Front, FullStory, Glassbox (Session Cam), Gong, Google Analytics, Google BigQuery, Google Play, Google Reviews, Google Sheets, HubSpot, Intercom, Iterable, Jira, Klaviyo, Linear, LiveChat, Mailchimp, Marketo, Microsoft Teams, Mixpanel, OneSignal, Optimizely, Productboard, Salesforce CRM, Salesforce Marketing Cloud (Pardot), Segment, Slack, Smartlook, tl;dv, UXCam, Webhooks, Woopra, Zapier, and Zendesk. (survicate.com)
• Analytics: Includes Insights Hub, AI Chat Research Assistant, dashboards, AI categorization, and sentiment analysis.
• Customization: Allows company logo addition, removal of Survicate branding, custom end screens, and custom CSS.

Pricing Model

Survicate offers a free plan and several paid plans:

• Free Plan: Collects up to 25 responses per month with core features.
• Starter Plan: Starts at $89 per month, includes 2 active surveys, branding, export results, and human support.
• Growth Plan: Starts at $114 per month, adds unlimited surveys, recurring feedback, advanced targeting, multilingual support, and team collaboration.
• Pro Plan: Starts at $349 per month, includes lifecycle feedback tools, deep integrations, advanced targeting, and multi-survey dashboards.
• Enterprise Plan: Starts at $569 per month, offers full access, HIPAA compliance, SAML SSO, custom legal terms, and white-glove onboarding. (survicate.com)

Pros

• Multi-Channel Surveys: Supports various survey distribution methods.
• AI-Powered Features: Utilizes AI for survey creation and analysis.
• Extensive Integrations: Connects with a wide range of platforms.

Cons

• Pricing Structure: Higher-tier plans may be expensive for smaller businesses.
• Complexity: The multitude of features may be overwhelming for new users.

Best-Fit Customer Profile

Suitable for SaaS companies needing a versatile survey platform with advanced targeting and AI capabilities, and that can invest in higher-tier plans.

Promoter.io

Promoter.io is a dedicated NPS platform focusing on automatic scheduling and lifecycle measurement.

Features

• Survey Types: Specializes in NPS surveys.
• Automation: Automates survey scheduling and follow-ups.
• Lifecycle Measurement:

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.