When evaluating Net Promoter Score (NPS) survey software, it's essential to consider tools that align with your business objectives and customer engagement strategies. Retently, Zigpoll, and Fairing are three prominent options, each offering unique features tailored to different needs.

Retently

Retently is an NPS, Customer Satisfaction (CSAT), and Customer Effort Score (CES) survey platform designed with e-commerce use cases in mind.

Core Features and Functionality

• Multi-Journey Surveys: Deploy surveys at various customer stages, including onboarding, daily use, support, and renewal, to identify where the customer journey may break down.
• AI-Powered Reporting: Utilize AI to classify feedback into themes, pinpoint positive and negative drivers, and highlight emerging trends across customer segments.
• Advanced Throttling: Implement cooldown rules to prevent survey fatigue and ensure higher response rates.
• Multi-Channel Delivery: Reach customers via email, in-app prompts, links, or kiosks, enhancing accessibility and engagement.

Pricing Model

Retently offers tiered pricing based on response volume, with a free trial available. Specific pricing details can be found on their pricing page.

Pros

• Comprehensive Analytics: In-depth reporting and AI-driven insights provide actionable data for decision-making.
• Flexible Survey Deployment: Ability to target surveys at specific customer journey stages enhances relevance and response rates.

Cons

• Complexity for Small Businesses: The extensive feature set may be overwhelming for smaller enterprises with limited resources.

Best-Fit Customer Profile

Ideal for medium to large e-commerce businesses seeking detailed customer feedback across various touchpoints to inform strategic decisions.

Zigpoll

Zigpoll is a Shopify survey app specializing in post-purchase, on-site, and exit-intent surveys, focusing on zero-party data collection.

Core Features and Functionality

• Zero-Party Data Collection: Gather explicit customer preferences and feedback, enhancing personalization efforts.
• Flexible Survey Types: Conduct post-purchase, on-site, and exit-intent surveys to capture feedback at critical moments.
• Seamless Shopify Integration: Easily integrates with Shopify stores, streamlining survey deployment and data collection.
• User-Friendly Interface: Offers a clean and intuitive interface for both merchants and customers, facilitating ease of use.

Pricing Model

Zigpoll provides tiered pricing based on response volume, with a free tier available. For detailed pricing information, visit their pricing page.

Pros

• Easy Shopify Integration: Quick setup and deployment within Shopify environments.
• Affordable Pricing: Competitive pricing structures cater to various business sizes.
• Responsive Support: Known for attentive and helpful customer support.

Cons

• Limited Advanced Analytics: May lack some of the in-depth analytical features found in more comprehensive platforms.

Best-Fit Customer Profile

Best suited for Shopify merchants seeking an affordable and straightforward solution for collecting customer feedback through various survey types.

Fairing

Fairing is a Shopify post-purchase attribution survey app offering deep analytics integrations.

Core Features and Functionality

• Attribution Surveys: Collect data on customer purchase origins to understand marketing channel effectiveness.
• Pre-Built Templates: Utilize ready-to-use survey templates for quick deployment.
• Follow-Up Questions: Enable additional questions based on initial responses to gather more detailed insights.
• Predictive Auto-Suggest: Suggest responses to streamline the survey process.
• Response Classification: Categorize responses for easier analysis.
• Geography and Product Targeting: Tailor surveys to specific regions or products.

Pricing Model

Fairing offers tiered pricing based on response volume, with a free tier available. For current pricing details, refer to their pricing page.

Pros

• Shopify Integration: Seamless connection with Shopify stores enhances data accuracy.
• Attribution Focus: Specialized in post-purchase feedback, aiding in marketing optimization.
• Pricing Options: Offers a free tier suitable for small businesses.

Cons

• Limited Integrations: Primarily focused on Shopify, with fewer integrations to other platforms.
• Feature Set: May lack broader survey capabilities found in more versatile platforms.

Best-Fit Customer Profile

Ideal for Shopify store owners aiming to gather post-purchase feedback and analyze customer attribution to optimize marketing strategies.

Three-Way Comparison

The following table summarizes the key features of Retently, Zigpoll, and Fairing to facilitate a direct comparison: