When evaluating customer review platforms for ecommerce, it's essential to consider how each tool aligns with your business objectives. Trustmary and Loox offer distinct approaches to gathering and showcasing customer feedback, catering to different needs within the ecommerce landscape.
Trustmary
Trustmary specializes in capturing Net Promoter Score (NPS) surveys to transform positive feedback into polished testimonials suitable for broader marketing use.
Core Features and Functionality
- NPS Surveys: Measures customer satisfaction and loyalty through standardized surveys.
- Testimonial Generation: Converts positive survey responses into shareable testimonials.
- Multiple Survey Types: Supports NPS, Customer Satisfaction (CSAT), Customer Effort Score (CES), and custom surveys.
- Review Widgets: Displays testimonials on websites with customizable widget options.
- Automation: Automates follow-up and feedback requests via email and SMS.
- Analytics Dashboard: Tracks survey responses, sentiment trends, and testimonial performance.
Pricing Model
Trustmary offers tiered pricing based on response volume and features. The entry-level plan starts at approximately €89 per month, with higher tiers offering additional features and higher response limits. Enterprise solutions are available with custom pricing.
Ease of Setup and Use
Setting up Trustmary involves configuring surveys, automations, and embedding widgets. The platform is user-friendly but may require a learning curve due to its survey customization options.
Integrations
Trustmary integrates with various platforms, including Shopify, WooCommerce, and custom sites, via API and plugins. It also supports integration with CRM and marketing automation tools.
Customer Support and Documentation
Trustmary provides email support, phone options, onboarding assistance, and extensive guides for survey creation and testimonial usage.
Best-Fit Customer Profile
Trustmary is ideal for businesses seeking to measure customer loyalty through NPS surveys and convert positive feedback into marketing testimonials. It's well-suited for SMEs and larger businesses that prioritize customer experience measurement and testimonial marketing at scale.
Loox
Loox focuses on collecting and showcasing photo and video reviews on Shopify stores, emphasizing visual social proof.
Core Features and Functionality
- Photo and Video Reviews: Collects visually rich customer content to enhance authenticity.
- Review Request Automation: Sends post-purchase review requests with customizable timing.
- Referral and Discounts: Offers incentives like discounts for customers who submit reviews.
- Shoppable Galleries: Displays customer photos in galleries that link directly to products.
- Product Review Widgets: Customizable on-product and site-wide review displays.
- Integrations: Deep Shopify integration for automatic syncing of order and customer data.
Pricing Model
Loox offers tiered pricing based on monthly order count. The entry-level plan starts at $9.99 per month, with higher tiers offering additional features and higher order limits. A free tier is available for stores with up to 50 reviews per month.
Ease of Setup and Use
Loox is designed specifically for Shopify, with direct app installation and guided onboarding. The review request automation triggers upon purchase, and the interface is designed for merchants with minimal technical skills.
Integrations
Loox integrates natively with Shopify, offering seamless synchronization of order and customer data. It also supports integration with email marketing tools like Klaviyo.
Customer Support and Documentation
Loox offers email support, live chat during business hours, and a detailed knowledge base focused on Shopify setup and troubleshooting.
Best-Fit Customer Profile
Loox is ideal for small to mid-sized Shopify stores that prioritize visual social proof through photo and video reviews. It's well-suited for merchants seeking an affordable and easy-to-use solution for collecting and displaying customer reviews.
Side-by-Side Comparison
| Feature | Trustmary | Loox |
|---|---|---|
| Primary Function | NPS surveys and testimonial collection | Photo and video reviews for Shopify stores |
| Review Types | NPS scores, text testimonials | Star ratings, text, photos, videos |
| Display Options | Testimonials widget, video testimonials, case studies | Review widgets, carousel, product pages |
| Automation | Automated NPS surveys, follow-up testimonial requests | Automatic review request emails post-purchase |
| Customization | Survey and testimonial templates customization | Customizable widgets, branding options |
| Social Proof Focus | Feedback-driven, testimonial marketing | Visual content-driven social proof |
| Analytics and Reporting | NPS analytics, sentiment scoring | Review performance dashboards |
| Pricing (Entry-Level) | Approximately €89/month (Basic plan) | $9.99/month (Starter plan) |
| Free Tier | No | Yes (up to 50 reviews/month) |
| Integrations | Shopify, WooCommerce, custom sites, CRM and marketing automation tools | Native Shopify app, email marketing sync (e.g., Klaviyo) |
| Customer Support | Email support, phone options, onboarding assistance, extensive guides | Email support, live chat during business hours, detailed knowledge base |
| Best for | Businesses focused on NPS and testimonial marketing | Shopify merchants wanting visual proof |
Which to Choose
Choosing between Trustmary and Loox depends on your ecommerce business goals and platform:
- Choose Trustmary if:
- You need in-depth customer satisfaction metrics with NPS surveys.
- Your business operates beyond Shopify and desires multi-channel feedback.
- You want to transform survey feedback into polished testimonials for marketing.
- You prefer advanced analytics and customization despite a slightly higher price.�
Worth a Look: Zigpoll
If you're evaluating options for customer review platforms, 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.
