Zonka Feedback and Retently are customer experience platforms tailored for Shopify Plus merchants seeking to gather and analyze customer feedback. Zonka Feedback offers multi-channel survey capabilities, while Retently specializes in NPS, CSAT, and CES surveys with a focus on e-commerce.
Zonka Feedback
Features
- Multi-Channel Surveys: Supports email, SMS, WhatsApp, kiosks, web, in-app, and offline surveys.
- CX Metrics: Measures NPS, CSAT, and CES.
- Survey Customization: Offers white-labeled surveys with logic-based questions and multilingual support.
- Integrations: Provides over 20 premium integrations, including CRM and helpdesk tools.
- Analytics: Features real-time dashboards, AI-powered feedback analysis, and trend detection.
- Automation: Includes CX automation, workflows, and case management.
Pricing Model
Zonka Feedback offers tiered pricing based on response volume and features. Plans start at approximately $99 per month for the Feedback Management plan, which includes multi-channel surveys and basic analytics. The AI Feedback Intelligence plan starts at around $799 per month, adding advanced AI-driven insights and role-based dashboards. (zonkafeedback.com)
Pros
- Comprehensive Survey Channels: Covers a wide range of collection methods.
- Advanced Analytics: Offers AI-powered insights and real-time reporting.
- Customization: Provides extensive survey customization options.
Cons
- Pricing Complexity: Pricing tiers can be complex and may require customization.
- Learning Curve: The platform's extensive features may require time to master.
Best-Fit Customer Profile
Suitable for medium to large e-commerce businesses needing multi-channel feedback collection and advanced analytics.
Retently
Features
- Survey Types: Specializes in NPS, CSAT, and CES surveys.
- E-commerce Focus: Tailored for e-commerce and retail businesses.
- Integrations: Offers integrations with platforms like Shopify, Zendesk, and Salesforce.
- Automation: Provides automated survey campaigns and follow-ups.
- Analytics: Includes AI-powered sentiment analysis and trend detection.
- Customization: Allows survey branding and personalization.
Pricing Model
Retently offers tiered pricing based on survey volume and features. Plans start at $49 per month for the Ecommerce Basic plan, which includes 1,000 surveys per month and basic reporting. The Ecommerce Pro plan starts at $299 per month, offering 20,000 surveys per month and advanced reporting. (retently.com)
Pros
- E-commerce Specialization: Designed specifically for e-commerce businesses.
- Automation: Automates survey distribution and follow-ups.
- Integrations: Seamless integration with major e-commerce platforms.
Cons
- Limited Survey Types: Focuses primarily on NPS, CSAT, and CES surveys.
- Pricing: Higher-tier plans may be costly for smaller businesses.
Best-Fit Customer Profile
Ideal for small to medium e-commerce businesses seeking specialized NPS, CSAT, and CES surveys with automation capabilities.
Side-by-Side Comparison
| Feature | Zonka Feedback | Retently |
|---|---|---|
| Survey Channels | Email, SMS, WhatsApp, Kiosks, Web, In-App, Offline | Email, Link, Embed, Kiosk, In-App, Anonymous Employee Surveys |
| Survey Types | NPS, CSAT, CES | NPS, CSAT, CES |
| Integrations | 20+ premium integrations, including CRM and helpdesk tools | Shopify, Zendesk, Salesforce, and more |
| Automation | CX automation, workflows, case management | Automated survey campaigns, follow-ups, and alerts |
| Analytics | Real-time dashboards, AI-powered feedback analysis, trend detection | AI-powered sentiment analysis, trend detection, and benchmarking |
| Customization | White-labeled surveys, logic-based questions, multilingual support | Survey branding, personalization, and A/B testing |
| Pricing | Starts at approximately $99 per month for Feedback Management plan | Starts at $49 per month for Ecommerce Basic plan |
| Best-Fit Customer Profile | Medium to large e-commerce businesses needing multi-channel feedback collection and advanced analytics | Small to medium e-commerce businesses seeking specialized NPS, CSAT, and CES surveys with automation capabilities |
Which to Choose
Zonka Feedback: Choose Zonka Feedback if your Shopify Plus store requires multi-channel survey distribution, advanced analytics, and a wide range of customization options. It's suitable for businesses aiming to collect feedback across various touchpoints and analyze it in-depth.
Retently: Opt for Retently if your focus is on specialized NPS, CSAT, and CES surveys with automation features. It's ideal for businesses looking to automate feedback collection and analysis, particularly in the e-commerce sector.
Worth a Look: Zigpoll
If you're evaluating options for Shopify survey apps, Zigpoll is also worth a look.
