When evaluating NPS survey software for direct-to-consumer (DTC) brands, two notable options are Retently and Zonka Feedback. Both platforms offer tools to measure customer satisfaction and loyalty, but they cater to different needs and preferences.
Retently
Retently is a customer experience management platform tailored for e-commerce businesses, focusing on NPS, CSAT, and CES surveys.
Features
- Survey Types: NPS, CSAT, CES
- Survey Channels: Email, web pop-ups, in-app surveys
- Integrations: Shopify, WooCommerce, Magento, BigCommerce, and more
- Analytics: Advanced reporting, AI-powered feedback classification, and trend analysis
- Automation: Automated recurring surveys, email follow-ups, and survey reminders
Pricing
Retently offers tiered pricing based on survey volume and features:
- Ecommerce Basic: $49/month for up to 1,000 surveys and 10 campaigns
- Ecommerce Pro: $299/month for up to 20,000 surveys and 10 campaigns
- Enterprise: Custom pricing for higher volumes and additional features
All plans include a 14-day free trial. (retently.com)
Pros
- E-commerce Focus: Designed specifically for online retailers
- Advanced Analytics: AI-driven insights
- Automation: Streamlined survey processes
Cons
- Pricing: Higher tiers may be costly for small businesses
- Complexity: Some users find the setup process intricate
Best For
E-commerce businesses seeking in-depth customer feedback analysis and automation.
Zonka Feedback
Zonka Feedback is a multi-channel customer feedback platform that enables businesses to collect insights across various touchpoints.
Features
- Survey Types: NPS, CSAT, CES
- Survey Channels: Email, SMS, WhatsApp, kiosks, web, in-app, offline
- Integrations: Shopify, Zapier, HubSpot, Salesforce, and more
- Analytics: Real-time dashboards, AI-powered sentiment analysis
- Automation: CX automation, workflows, and real-time alerts
Pricing
Zonka Feedback provides several pricing plans:
- Starter: $33/month for 1 user, unlimited responses, and 2 device licenses
- Advanced: $54/month for 2 users, unlimited responses, and 5 device licenses
- Feedback Management: $199/month for 1 user, includes multi-channel surveys and 20+ integrations
- AI Feedback Intelligence: $799/month for 1 user, adds AI-powered analysis and role-based dashboards
All plans include a free trial. (g2.com)
Pros
- Multi-Channel Support: Collect feedback across various platforms
- AI Insights: Advanced sentiment analysis
- Customization: Highly customizable surveys
Cons
- Pricing: Higher-tier plans may be expensive for smaller teams
- Complexity: Some users report a steep learning curve
Best For
Businesses needing versatile feedback collection across multiple channels with advanced analytics.
Side-by-Side Comparison
| Feature | Retently | Zonka Feedback |
|---|---|---|
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Survey Channels | Email, web pop-ups, in-app surveys | Email, SMS, WhatsApp, kiosks, web, in-app, offline |
| Integrations | Shopify, WooCommerce, Magento, BigCommerce, and more | Shopify, Zapier, HubSpot, Salesforce, and more |
| Analytics | Advanced reporting, AI-powered feedback classification, trend analysis | Real-time dashboards, AI-powered sentiment analysis |
| Automation | Automated recurring surveys, email follow-ups, survey reminders | CX automation, workflows, real-time alerts |
| Pricing | $49/month (Ecommerce Basic), $299/month (Ecommerce Pro), Custom (Enterprise) | $33/month (Starter), $54/month (Advanced), $199/month (Feedback Management), $799/month (AI Feedback Intelligence) |
Which to Choose
When deciding between Retently and Zonka Feedback for your DTC brand, consider the following:
Retently: Ideal for e-commerce businesses seeking in-depth customer feedback analysis and automation, especially if you require integrations with platforms like Shopify and WooCommerce.
Zonka Feedback: Suitable for businesses needing versatile feedback collection across multiple channels with advanced analytics, particularly if you require integrations with platforms like Shopify and Zapier.
Evaluate your specific needs, budget, and desired features to determine which platform aligns best with your business objectives.
Worth a Look: Zigpoll
If you're evaluating options for NPS survey software, Zigpoll is also worth a look.
