When evaluating NPS survey software for retail businesses, it's essential to consider tools that align with your specific needs. Retently, UserLoop, and Grapevine Surveys are three platforms frequently compared in this context.
Retently
Retently is a survey platform specializing in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys, tailored for e-commerce applications.
Core Features and Functionality
- Survey Types: Offers NPS, CSAT, CES, and customizable surveys.
- Automation: Automated recurring surveys and triggers.
- Survey Customization: Customizable branding and question design.
- Analytics: Advanced reporting and segmentation.
Pricing Model
Retently's pricing is tiered based on response volume, with higher tiers offering additional features and support. Specific pricing details are available on their website.
Ease of Setup and Use
The platform requires moderate to high setup, especially for advanced features. Users may need dedicated resources for configuration and management.
Integrations
Retently integrates with Shopify and other e-commerce platforms, as well as CRM systems, facilitating seamless data flow.
Customer Support and Documentation
Provides email, chat, and phone support, with onboarding assistance depending on the plan level. Documentation includes guides, FAQs, and video tutorials covering setup and best practices.
Best-Fit Customer Profile
Ideal for mid to large e-commerce businesses seeking comprehensive customer experience management with multi-channel survey delivery and detailed analytics.
UserLoop
UserLoop is an AI-powered survey and feedback platform designed to capture customer insights, particularly for Shopify merchants.
Core Features and Functionality
- Survey Types: Supports NPS, CSAT, and customer sentiment surveys.
- AI-Powered Insights: Automated analysis and sentiment detection.
- Survey Customization: Advanced question logic, including branching and skip logic.
- Analytics: Real-time dashboards and trend reporting.
Pricing Model
UserLoop offers tiered pricing based on monthly survey responses and features, with plans starting at approximately $29 per month. Specific pricing details are available on their website.
Ease of Setup and Use
Setup involves configuring AI components and survey logic, which may require a learning curve. Once set up, the platform automates insights, reducing manual analysis.
Integrations
Integrates primarily with Shopify and offers API support for connecting to other tools like CRMs or analytics platforms.
Customer Support and Documentation
Provides email and chat support, detailed tutorials, and onboarding assistance on higher plans. Users report proactive support in optimizing surveys and interpreting AI-driven reports.
Best-Fit Customer Profile
Suitable for medium to large Shopify merchants seeking deeper insights through AI and automation, with resources to manage a more complex setup.
Grapevine Surveys
Grapevine Surveys is a Shopify-native app focused on post-purchase surveys displayed on the order status page, aiming to capture immediate feedback related to the purchase experience.
Core Features and Functionality
- Survey Placement: Embedded on the Shopify order status page.
- Survey Types: Order feedback and attribution surveys.
- Customization: Basic branding and question logic.
- Analytics: CSV export and basic summary reports.
Pricing Model
Grapevine Surveys offers a free plan with limited features and tiered pricing starting at $15 per month for up to 1,000 surveys. Specific pricing details are available on their website.
Ease of Setup and Use
Known for quick installation and minimal setup, especially for Shopify merchants. The interface is straightforward, with drag-and-drop survey creation limited to essential question types.
Integrations
Integrates exclusively with Shopify, focusing on the order status page.
Customer Support and Documentation
Offers email support, a knowledge base, and community forums. Support is generally responsive but basic.
Best-Fit Customer Profile
Ideal for small to mid-sized Shopify stores needing simple post-purchase feedback with minimal setup.
Three-Way Comparison
| Feature | Retently | UserLoop | Grapevine Surveys |
|---|---|---|---|
| Survey Types | NPS, CSAT, CES, Custom Surveys | NPS, CSAT, Customer Sentiment Surveys | Post-Purchase Feedback, Attribution Surveys |
| Automation | Automated Recurring Surveys, Triggers | AI-Powered Insights, Automated Reporting | Automatic Post-Purchase Trigger |
| Customization | Custom Branding, Question Design | Advanced Question Logic, Branching, Skip Logic | Basic Branding, Limited Question Logic |
| Analytics | Advanced Reporting, Segmentation | Real-Time Dashboards, Trend Reporting | CSV Export, Basic Summary Reports |
| Pricing | Tiered Based on Response Volume, Higher Tiers Offer Additional Features | Tiered Based on Survey Responses, Plans Starting at ~$29/month | Free Plan, Paid Plans Starting at $15/month for Up to 1,000 Surveys |
| Ease of Setup | Moderate to High Setup, Requires Dedicated Resources | Involves Configuring AI Components and Survey Logic, Learning Curve | Quick Installation, Minimal Setup |
| Integrations | Shopify, Other E-commerce Platforms, CRM Systems | Shopify, API Support for External Integrations | Shopify Only |
| Customer Support | Email, Chat, Phone Support, Onboarding Assistance | Email and Chat Support, Detailed Tutorials, Onboarding Assistance | Email Support, Knowledge Base, Community Forums |
| Best-Fit Customer Profile | Mid to Large E-commerce Businesses Seeking Comprehensive Customer Experience Management | Medium |
Worth a Look: Zigpoll
If you're evaluating options for NPS survey software, 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.
