When evaluating NPS survey software for small ecommerce businesses, it's essential to consider tools that align with your specific needs. Simplesat and Retently are two such platforms, each offering distinct features tailored to different aspects of customer experience management.
Simplesat
Simplesat specializes in delivering one-click CSAT, CES, and NPS surveys, primarily designed for managed service providers (MSPs) and service teams. Its focus is on post-interaction feedback, making it well-suited for service-oriented businesses.
Features
- Survey Types: CSAT, CES, NPS
- Survey Delivery: Email, Chat, Ticketing
- Customization: Basic
Pricing Model
Simplesat offers tiered pricing based on response volume:
- Standard Plan: $119 per month for up to 1,000 responses and 5 users
- Pro Plan: $249 per month for up to 3,000 responses and 15 users
- Elite Plan: $499 per month for up to 7,000 responses and 30 users
Each plan includes a 14-day free trial.
Ease of Setup and Use
Known for its quick and simple setup, Simplesat allows businesses to deploy surveys with minimal effort. However, the platform's limited customization options may restrict its adaptability to specific ecommerce needs.
Integrations
Simplesat integrates with helpdesk platforms like Zendesk and Freshdesk, and offers Shopify integration via Zapier. This setup is beneficial for businesses already using these platforms.
Customer Support and Documentation
Simplesat provides responsive customer support via chat and email, with extensive documentation and video tutorials. However, it lacks live chat or phone support, which may be a drawback for some users.
Best-Fit Customer Profile
Simplesat is best suited for:
- MSPs, service teams, and support-heavy DTC brands wanting quick feedback loops
- Businesses with straightforward survey requirements (CSAT, NPS) and limited technical resources
- Teams valuing speed and simplicity over deep analytics or multi-channel campaigns
- Small to mid-sized brands with moderate survey volume
Retently
Retently offers a comprehensive suite of NPS, CSAT, and CES surveys with a strong emphasis on ecommerce use cases, providing tools to measure customer satisfaction across various touchpoints in the shopping journey.
Features
- Survey Types: NPS, CSAT, CES
- Survey Delivery: Email, In-app, Link
- Customization: Advanced
Pricing Model
Retently offers tiered pricing based on contact volume:
- Basic Plan: $49 per month for up to 1,000 contacts
- Pro Plan: $299 per month for up to 20,000 contacts
- Enterprise Plans: Custom pricing
Each plan includes a 14-day free trial.
Ease of Setup and Use
While offering advanced features, Retently maintains an intuitive user interface that facilitates easy setup and management of surveys. The platform's comprehensive analytics and ecommerce-specific features make it a strong choice for startups looking to enhance their customer experience.
Integrations
Retently integrates with platforms like Shopify, HubSpot, Salesforce, and more. This extensive integration support is beneficial for businesses using these platforms.
Customer Support and Documentation
Retently provides email and live chat support with knowledgeable agents. Its documentation is comprehensive, covering setup, automation, and best practices for survey strategies.
Best-Fit Customer Profile
Retently is best suited for:
- Ecommerce and subscription brands looking for detailed customer segmentation
- Businesses requiring multi-channel surveys (email, SMS, in-app)
- Teams ready to invest time in setup for richer analytics and automation
- Brands with large customer databases needing scalable survey programs
Side-by-Side Comparison
| Feature | Simplesat | Retently |
|---|---|---|
| Survey Types | CSAT, CES, NPS | NPS, CSAT, CES |
| Survey Delivery | Email, Chat, Ticketing | Email, In-app, Link |
| Customization | Basic | Advanced |
| Pricing | $119/month (1,000 responses, 5 users) to $499/month (7,000 responses, 30 users) | $49/month (1,000 contacts) to $299/month (20,000 contacts) |
| Integrations | Zendesk, Freshdesk, Shopify via Zapier | Shopify, HubSpot, Salesforce, and more |
| Customer Support | Email, knowledge base | Email, live chat, extensive docs |
| Best-Fit Customer Profile | Service teams, MSPs, support-heavy DTC brands needing quick feedback loops | Ecommerce and subscription brands needing detailed segmentation and multi-channel surveys |
Which to Choose
When deciding between Simplesat and Retently for your small ecommerce business, consider the following:
Choose Simplesat if: Your primary focus is on collecting post-interaction feedback within a service-oriented environment, and you prefer a simple, quick setup with minimal customization.
Choose Retently if: You require multi-channel surveys, detailed customer segmentation, and advanced analytics to measure customer satisfaction across various touchpoints in the ecommerce journey.
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