Best NPS Software for Ecommerce & Retail Brands in 2024

If you’re running an ecommerce or retail store, you probably already know how important it is to keep your customers happy. But how do you measure that happiness? That’s where NPS (Net Promoter Score) comes in. This is a helpful customer satisfaction metric that can tell you exactly how your customers feel about your products and services. 

In this guide, we’ll walk you through the best NPS software for Ecommerce and Retail so you can pick the one that’s right for you and start making those customers smile!

Key Takeaways

• NPS mainly gauges long-term customer loyalty, being a key metric for enhancing customer experience in ecommerce and retail.
• If you operate in the ecommerce or retail space, look for a user-friendly interface and real-time feedback capabilities – perfect for businesses needing quick, actionable insights.
• Integrated helpdesk tools may lack depth. Opt for specialized tools for better customization, detailed insights and improved customer engagement.

What is NPS

Net Promoter Score is an essential tool for any business that values customer feedback. It helps brands gather valuable first-party data directly from their customers, being particularly useful in a post-iOS 14 setup, where traditional attribution methods have become less reliable.

So, what is NPS?

Net Promoter Score is a metric that measures customer loyalty by asking one simple question: “How likely are you to recommend our product/service to a friend or colleague?” The responses, ranging from 0 (not at all likely) to 10 (extremely likely), help businesses identify Promoters, Passives and Detractors. 

The results are used to calculate a score from -100 to 100. Higher scores mean greater customer satisfaction and loyalty. Customers can also provide open-ended feedback, which adds valuable context to the numerical score.

However, the metric can be used in different contexts. Relationship NPS tracks long-term loyalty and satisfaction trends, while transactional NPS provides immediate feedback on specific touchpoints. By regularly tracking this customer satisfaction metric, you can identify areas for improvement, address customer concerns promptly, and ultimately improve the overall shopping experience. 

Landscape of Feedback Tools in Ecommerce

When it comes to feedback tools in ecommerce, the landscape is heavily skewed toward review tools. In fact, there are about 20 times more review tools available than NPS tools specifically designed for ecommerce. This abundance of review tools reflects the industry’s emphasis on collecting customer opinions after a purchase. But what is the difference between product reviews and NPS surveys?

Understanding the Difference: Product Reviews vs. NPS Surveys

Review and NPS tools both provide valuable customer insights, but they serve different purposes and offer distinct advantages.

Review tools are primarily designed to capture customer feedback after a purchase. They allow customers to rate products or services (usually using a 5-star rating system) and leave comments, which are then displayed publicly. Product reviews are valuable for building trust and credibility, as potential customers often rely on them to make informed purchasing decisions.

NPS tools, on the other hand, mainly focus on measuring customer loyalty and satisfaction. This provides a broader view of customer sentiment across all interactions with the brand, not just individual products. It helps DTCs identify loyal customers who are likely to promote their brand, as well as those who may need more attention. This segmentation allows ecommerce businesses to tailor their marketing strategies, loyalty programs, and customer service efforts to different segments.

Also, although the NPS score is often used to showcase exceptional performance in the relevant field, this metric is mostly used for internal purposes and shared within the company for strategic improvements. Unlike reviews, which are usually one-off comments, NPS tracks changes in customer loyalty over time. This helps you spot trends and make improvements based on how customer feelings are shifting.

By integrating NPS into their feedback strategy, ecommerce businesses can gain a deeper understanding of their customer loyalty and satisfaction, leading to more informed decisions and improved customer relationships.

Best NPS Software for Ecommerce and Retail

Ecommerce and retail businesses thrive on customer feedback. They need NPS tools that can integrate seamlessly with their existing platforms, provide real-time feedback, and support high volumes of customer interactions. These businesses benefit from tools that offer detailed insights into customer satisfaction and enable swift action to improve the customer experience. 

Here’s an overview of the specific needs and challenges faced by ecommerce and retail businesses when it comes to NPS:

Unique Challenges for Ecommerce & Retail

• High Volume of Transactions:

Ecommerce and retail businesses handle a large number of transactions daily. This high volume requires a scalable NPS solution capable of quickly processing and analyzing vast amounts of feedback.

Retailers also often experience transaction spikes during peak shopping seasons (e.g., holidays, Black Friday). CX platforms must efficiently manage increased feedback during these times.

• Diverse Customer Base:

Customers come from diverse backgrounds, each with different expectations and preferences. NPS solutions must cater to a broad audience and provide insights into various customer segments.

Customers interact with brands across multiple channels, including online stores, physical outlets, mobile apps, and social media. Effective NPS tools should capture feedback from all these touchpoints to provide a comprehensive view of the customer experience.

• Real-time Feedback:

Ecommerce and retail businesses need real-time feedback to quickly address issues and capitalize on positive experiences. Delays in feedback collection and analysis can result in missed opportunities and unresolved customer issues.

• Integration with Existing Systems:

Integration with CRM, ERP, subscription management platforms and 3PL systems is essential for a seamless flow of information. This helps create a unified customer profile and enables more personalized interactions.

NPS tools should also integrate with marketing and sales platforms to help align customer feedback with promotional strategies and sales initiatives.

• Customer Retention and Loyalty:

The ecommerce and retail sectors are highly competitive. Retaining customers and building loyalty is key. CX solutions must help identify at-risk customers and provide strategies to retain them.

Delivering personalized shopping experiences based on customer feedback can significantly improve loyalty. The selected tools should allow the customization of interactions based on individual preferences and behaviors.

By addressing these specific challenges and requirements, ecommerce and retail brands can effectively monitor and improve their NPS, leading to enhanced customer satisfaction, increased loyalty, and, ultimately, higher sales. Let’s explore the top NPS software options specifically designed to meet these needs for ecommerce and retail sectors.

Top NPS Choice for Ecommerce & Retail Stores

1. Retently

Description: Retently is a complete CX & customer feedback platform designed to help brands measure customer loyalty and satisfaction through NPS, CSAT & CES surveys. Retently is ideal for brands looking to automate customer feedback collection at key touchpoints and integrate seamlessly with popular ecommerce ecosystem services, including ERP, 3PL, help desk, and email marketing platforms. These integrations ensure that data is readily accessible across platforms, enabling businesses to act quickly and make informed decisions. Retently’s high user satisfaction ratings reflect its reliability and effectiveness as a CX platform. It scores particularly well for ease of use and customer service, making it a reliable choice for businesses looking to improve customer loyalty and encourage repeat purchases.

Features: The platform supports multi-channel surveys, allowing businesses to reach customers through email, in-app messages, embedded links, and more. This flexibility ensures comprehensive feedback collection across various touchpoints. Users can customize survey designs to align with their brand, modifying colors, layouts, and buttons without needing to code. Retently also offers advanced reporting tools, providing detailed analytics that helps businesses monitor trends and benchmark their performance. Additionally, the platform uses AI-powered feedback classification to analyze responses, making it easier to identify key drivers of customer satisfaction or dissatisfaction. 

Integration with popular tools like Slack enhances workflow efficiency, while alerts and notifications ensure that businesses can quickly respond to feedback. Integrations with marketing tools like Klaviyo allow for more comprehensive data analysis. The seamless integration with various ecommerce platforms and APIs helps DTCs stay connected with customers and continuously improve their shopping experience. 

User Reviews: Users consistently praise Retently for its intuitive interface, powerful analytics, and ease of integration with other business tools, including Shopify. Many appreciate the automation and feedback loop closure features, which save time and ensure that feedback is collected consistently. It’s often praised for helping businesses quickly identify customer pain points and improve their shopping experience.

Pricing: Retently provides competitive pricing plans – that scale based on the number of orders –  suitable for businesses of all sizes, making it accessible for small online stores as well as large retail chains.

Rating Breakdown: Retently has received consistently high ratings from users, reflecting strong overall satisfaction with the platform. It has an overall rating of 4.9 out of 5, indicating that users are generally very pleased with the platform’s performance. The Ease of Use is rated at 4.8 out of 5, thanks to the platform’s intuitive design and straightforward setup process. Customer Service is highly rated at 4.9 out of 5, with users frequently praising the support team’s responsiveness. The platform’s Features also receive a rating of 4.8 out of 5, with users appreciating the range of tools available. Finally, Retently’s Value for Money is rated at 4.9 out of 5, with most users finding the pricing fair given the platform’s capabilities.

Honourable Mentions

2. Delighted

Description: Delighted is an NPS survey solution. Its simple interface and straightforward survey tools make it a good option for businesses that need to start collecting feedback without a complex implementation process.

Features: Key features include branding customization, question logic and access to a community for additional support and resources. It integrates with ecommerce platforms like Shopify and retail systems, allowing businesses to gather feedback directly from their customers’ purchasing experiences.

User Reviews: Delighted is praised for its ease of use, making it accessible even for non-technical users to create and distribute surveys. Users appreciate its integration with platforms like Slack and Zendesk. The tool is also valued for its affordability and good customer support.

However, some note that it lacks the advanced customization options available in more comprehensive tools. Its current design feels somewhat outdated and obsolete. Some users have experienced occasional downtime, which can be disruptive. Others find the platform’s integration options limited, making it challenging to send data to other necessary tools. The survey system’s rigidity, particularly with rating scales and existing customer database surveys, has been a point of frustration. There are also concerns about the high cost of premium features, which might not be suitable for smaller businesses.

Pricing: Delighted offers flexible pricing plans for businesses at various growth stages, starting with:

• Free Plan: Allows for 25 responses and 1 user, suitable for small-scale testing.
• Starter Plan: $17 per month, offering 50 responses and 2 users, along with basic integrations.
• Growth Plan: $35 per month, supporting 100 responses and 3 users, with additional customization options.
• Advanced Plan: $134 per month, providing 250 responses and 5 users, for those needing more feedback capabilities.
• Premium Plan: $224 per month, includes 500 responses and 10 users, along with access to premium integrations such as Salesforce.

Rating Breakdown: Delighted scores an overall 4.9, with users finding it very user-friendly (Ease of Use 4.8) and highly responsive (Customer Service 4.9). Its Features (4.7) and Value for Money (4.7) are also well-regarded. 

3. Customer.guru

Description: Customer.guru is a survey tool designed to help businesses collect and analyze customer feedback through NPS surveys.

Features: Customer Guru offers several key features, including automated surveys that can be scheduled and sent after key customer interactions, customizable surveys to fit specific business needs, real-time feedback monitoring, and integration capabilities with Shopify. Additionally, the tool provides analytics and reporting features to help businesses understand customer sentiments and identify areas for improvement.

User Reviews: Users highlight the ease of use, finding it straightforward to set up and manage. The tool is effective for small teams due to its simplicity. Integration with Shopify is another highlighted advantage. Generally, customer service receives positive feedback, though there are some inconsistencies.

Some users have noted limitations in the reporting and analytics features, wishing for more flexibility and customization options. Occasional bugs during setup, such as the system not recognizing complete installations, have also been reported. There are instances of slow response times from customer support, particularly when resolving critical issues like data loss. Additionally, the current limitation of supporting only one campaign per account can be restrictive for businesses needing multiple campaigns.

Pricing: Customer.guru offers several pricing plans, all with a 10-day free trial:

• Hobbyist Plan: $50 per month for 1,000 customers and a single survey.
• Small Business Plan: $150 per month for 5,000 customers, three surveys, and a custom FROM domain.
• Advanced Plan: $250 per month for 10,000 customers, unlimited surveys, a custom FROM domain, use of your own SMTP servers, priority support, and data import concierge.
• Enterprise Plan: Custom pricing for larger customer bases, tailored solutions available upon contact.

Rating Breakdown: Customer.guru has an overall rating of 4.2 out of 5. The tool scores well for ease of use, with a rating of 4.5 out of 5, indicating that users find the platform intuitive and straightforward to navigate. Customer Service receives a rating of 3.8 out of 5; while many users appreciate the support provided, there are noted delays in response times. The Features are rated at 4.0 out of 5, reflecting satisfaction with the core functionalities, though some users desire more advanced options. Value for Money is rated at 3.8 out of 5, suggesting that while the pricing is generally seen as reasonable, there is room for improvement in terms of feature offerings to better justify the cost.

4. Okendo

Description: While primarily a review tool, Okendo offers an NPS add-on that makes it a good option for businesses seeking a consolidated solution. This tool is useful for businesses that want to manage product reviews and NPS within the same platform. Okendo is well-rated for its dual functionality, though businesses looking for a robust NPS solution might find it lacking compared to standalone NPS platforms.

Features: Okendo’s main strength lies in its review management capabilities, but the NPS add-on allows businesses to measure customer loyalty as well. The tool offers customization options for both reviews and NPS surveys. Okendo’s survey features include onsite and post-checkout surveys, along with shareable survey links for broader distribution. Okendo integrates with a variety of platforms, like Google, Meta, Klaviyo, Attentive and Bazaarvoice.

User Reviews: On the positive side, users consistently praise its ease of use, intuitive interface, and straightforward setup process. The platform’s integration with Shopify and other systems is also appreciated. Customer support receives high marks for being responsive and helpful. Users also value the customization options available for review displays. However, some drawbacks are noted by users. Paywalls for certain integrations can be frustrating. Additionally, the cost of advanced features can be high, which might be a concern for some businesses. 

Pricing:

• Essentials: $19/month for up to 200 orders per month.
• Growth: $79/month for up to 1,500 orders per month.
• Power: $129/month for up to 3,500 orders per month.
• Advanced: $249/month for up to 10,000 orders per month.
• Enterprise: Custom pricing for larger customer bases, tailored solutions available upon contact.

Rating Breakdown: Based on user feedback, Okendo has an overall rating of 4.9 out of 5. Users find the platform intuitive, reflected in its Ease of Use rating of 4.8. Customer Service is also rated at 4.8, with many users praising the responsiveness of the support team. The Features rating stands at 4.6, indicating good functionality, though some users wish for more integrations and advanced options. The Value for Money rating is also 4.6, suggesting that most users feel the platform offers good value, despite the higher cost of some advanced features. 

5. KnoCommerce

Description: KnoCommerce is a post-purchase survey tool designed for Shopify stores looking to improve their marketing attribution. This means that the tool helps businesses identify which marketing channels and campaigns are driving customer purchases, for example by using demographic questions. Although it offers NPS, its functionality is primarily geared toward marketing insights, making it less suitable for those seeking comprehensive survey analysis or detailed reporting.

Features: KnoCommerce provides good integration with Shopify, allowing easy deployment of surveys at checkout or other customer touchpoints. The platform supports multiple question types, including basic and advanced options, and offers the ability to conduct up to three surveys simultaneously, depending on the plan. KnoCommerce also includes reporting and audience segmentation features. Additionally, the platform offers benchmarking capabilities in higher-tier plans, as well as premium integrations with tools like Klaviyo.

User Reviews: Users generally have a positive view of KnoCommerce, citing its ease of use and the quality of customer support as an advantage. The integration with Shopify and other platforms is also frequently mentioned as a strong point. However, some users have noted limitations in the reporting and data export functionalities. Additionally, while the tool is considered cost-effective by many, some small businesses find the pricing of higher-tier plans to be steep, particularly given the advanced features available only in those plans.

Pricing:
KnoCommerce offers three main pricing tiers, with an additional Enterprise plan available for larger businesses needing custom integrations and unlimited survey capabilities:

• Free Plan: $0/month, includes basic features, one survey, and up to three questions.
• Analyst Plan: $119/month (or $99/month billed annually), includes advanced features, one survey, unlimited questions, and two concurrent integrations.
• Pro Plan: $299/month (or $249/month billed annually), includes all features, up to three surveys, unlimited questions, advanced benchmarking, and up to four concurrent integrations.
• Enterprise Plan: Custom pricing, includes dedicated CSM, custom integrations, and unlimited survey capabilities.

Rating Breakdown: KnoCommerce has an overall rating of 4.8 out of 5.

Conclusion

Selecting the right NPS software for your Ecommerce or Retail business depends on several factors, including your specific needs, the level of customization required, and how well the tool integrates with your existing systems. The right tool can help you gather actionable insights, improve customer satisfaction, and drive business growth. 

Now that you have a comprehensive understanding of the best NPS tools out there it’s time to take action. Whether you need a straightforward tool for collecting basic feedback or a comprehensive solution with advanced analytics, Retently provides a range of features to meet your needs. 

Retently stands out as the best choice for seamless integrations, ease of use, and powerful analytics. It also offers top-tier support and a dedicated success team, ensuring you get the most out of the platform while effortlessly achieving your business goals.

Start with a free trial and let Retently help you stay connected with your customers and continuously improve their experience.