When evaluating NPS survey software for Shopify Plus merchants, it's essential to consider tools that integrate seamlessly with e-commerce platforms and offer robust feedback mechanisms. Zonka Feedback, Retently, and SurveyMonkey are three prominent options in this space.

Zonka Feedback

Core Features and Functionality

Zonka Feedback provides multi-channel customer feedback solutions, including website survey widgets, email, SMS, WhatsApp, kiosks, web, in-app, and offline surveys. It supports NPS, CSAT, and CES metrics, offering customizable and multilingual surveys. The platform includes real-time dashboards, alerts, and digests, along with case management and closed-loop workflows. CX automation and workflows, location and agent-based CX management, and contact and user journey tracking are also available. Additionally, Zonka Feedback offers over 20 premium integrations.

Pricing Model

Zonka Feedback offers two main pricing plans:

• Feedback Management: Approximately $199 per month, this plan includes multi-channel surveys, NPS/CSAT/CES metrics, 20+ premium integrations, contact and user journey tracking, location and agent-based CX management, CX automation and workflows, and online reputation management.

• AI Feedback Intelligence: Approximately $999 per month, this plan adds GenAI-powered analysis and trends, thematic and sentiment intelligence, impact analysis, role-based dashboards, and granular frontline and location-level intelligence.

Note that Zonka Feedback does not offer a free trial or free version. (trustradius.com)

Pros and Cons

Pros:

• Comprehensive multi-channel feedback collection.

• Advanced analytics with AI-powered insights.

• Extensive integration options.

Cons:

• Pricing may be steep for smaller businesses.

• No free trial or free version available.

Best-Fit Customer Profile

Zonka Feedback is well-suited for medium to large e-commerce businesses seeking an all-encompassing feedback solution with advanced analytics capabilities.

Retently

Core Features and Functionality

Retently specializes in NPS, CSAT, and CES surveys tailored for e-commerce and retail sectors. It offers multi-channel surveys, custom FROM domains, email and Slack alerts, free data migration, and custom survey design. The platform includes NPS, CSAT, and CES campaign automations, survey branding and personalization, advanced reporting, trends, and benchmarking, AI-powered feedback classification and topic analytics, and notifications via email, Slack, and Teams.

Pricing Model

Retently provides three pricing plans:

• Ecommerce Basic: Approximately $49 per month, includes 1,000 surveys, 10 campaigns, and 1 seat.

• Ecommerce Pro: Approximately $299 per month, includes 20,000 surveys, 10 campaigns, and 10 seats.

• Enterprise: Pricing available upon request, includes custom surveys, advanced analytics, and dedicated support.

Retently offers a 14-day free trial for all plans. (retently.com)

Pros and Cons

Pros:

• Affordable entry-level plan.

• Tailored for e-commerce and retail businesses.

• Comprehensive analytics and automation features.

Cons:

• Limited survey responses in lower-tier plans.

• Higher-tier plans may be costly for smaller businesses.

Best-Fit Customer Profile

Retently is ideal for small to medium-sized e-commerce businesses looking for an affordable and specialized feedback solution.

SurveyMonkey

Core Features and Functionality

SurveyMonkey is a general-purpose survey platform that offers a wide range of survey types, including NPS. It provides customizable surveys, advanced analytics, and reporting tools. The platform supports various question types, logic, and branching, and offers integrations with multiple platforms. SurveyMonkey also provides collaboration features and data export options.

Pricing Model

SurveyMonkey offers several pricing tiers:

• Individual Plans: Starting at approximately $25 per month, suitable for individual users with basic survey needs.

• Team Plans: Starting at approximately $75 per month per user, designed for teams requiring advanced features and collaboration tools.

• Enterprise Plans: Pricing available upon request, offering enterprise-level features and support.

SurveyMonkey provides a free version with limited features and a 14-day free trial for paid plans.

Pros and Cons

Pros:

• Widely recognized and user-friendly interface.

• Flexible pricing tiers.

• Extensive integrations and collaboration features.

Cons:

• Limited e-commerce-specific features.

• Advanced features may require higher-tier plans.

Best-Fit Customer Profile

SurveyMonkey is suitable for businesses of all sizes seeking a versatile survey platform with a broad range of features.

Three-Way Comparison

Worth a Look: Zigpoll

If you're evaluating options for NPS survey software, 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.