Retently
best deal
Start your free 14-day trial with Ecommerce Basic at $49/month - no credit card needed! Get 2 months free on yearly plans.
redeem nowWe start with direct ratings from our readers, then look at what real users are saying in practitioner forums and community spaces. We pair that with search demand data and profession-level persona analysis.
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Retently is a customer experience management platform that helps businesses measure and boost customer satisfaction through Net Promoter Score (NPS) surveys. The platform makes it simple to gather feedback, analyze results, and turn customer insights into actionable improvements.
The software distributes surveys through email, website widgets, and web apps. Businesses can customize surveys with their branding using a template editor that adjusts colors, logos, fonts, and buttons. The platform includes AI-powered sentiment analysis and topic detection to automatically classify customer feedback.
Teams can track results through real-time dashboards and reports, while automated alerts flag customer concerns for quick follow-up. The tool connects with Salesforce, Shopify, Slack, and Zapier to fit into existing workflows and automate responses.
Plans start at $49 per month for ecommerce businesses and scale up based on features and support needs. A 14-day free trial lets companies test the platform before committing, and yearly plans include 2 months free.
monthly search interest
320/mo now
Retently's search volume has been essentially flat for three years, oscillating between 210 and 390 searches a month with no sustained growth or decline. This is a tool with a stable but narrow audience, not one riding any wave. The hype has never really arrived, which means you're evaluating the real product, not a viral moment.
Whether Retently earns its place in your stack depends almost entirely on your customer volume, team size, and existing integrations. Pick your role below to see the honest breakdown.
“The gap from $49 to $299 a month is a significant cliff, and most businesses outgrow the Basic plan's survey and seat limits before they feel like they've gotten their money's worth.”
Community discussion around Retently is thin. The sources that do mention it treat it as one entry in a listicle of NPS tools rather than a product worth analysing in depth. Neither source provides user-level feedback, complaints, or specific praise. What does exist online from users who have evaluated customer feedback platforms in this space tends to focus on a few recurring themes: pricing jumps between tiers are steep (the gap from $49 to $299 a month is a significant cliff), the 1,000 survey limit on the Basic plan is restrictive for businesses with even modest customer volumes, and single-seat access at that entry tier creates friction for teams. There is also a notable competitive moment playing out: Delighted, a well-known NPS tool, is sunsetting, and Retently is actively courting those users with a migration offer. That influx may be shaping near-term perception more than organic reputation.
At $49 a month for the Ecommerce Basic plan, it is borderline. You get 1,000 surveys, 10 campaigns, and one seat, which is enough for a small store just starting to collect NPS data. The problem is that most businesses outgrow those limits quickly, and the next step up is $299 a month. That is a big jump for what is primarily a survey tool. If you are running under a few hundred monthly customers, the Basic plan is defensible. If you need more volume or more team members, you are paying a premium for features that competing tools offer at similar or lower prices.
Retently is most useful for ecommerce teams running on Shopify or similar platforms who want to automate post-purchase feedback collection without building anything custom. It also suits B2B customer success teams that need to track relationship NPS at defined points in the client lifecycle. It is not a good fit for very early-stage businesses that do not yet have consistent transaction volume to survey, or for large enterprises that need deeper analytics beyond what the reporting tiers offer.
Two stand out. First, the survey volume caps at the Basic tier (1,000 surveys per month) will stop many small-to-medium businesses from running continuous feedback programmes without upgrading. Second, the single-seat restriction on the entry plan means any team-based workflow requires a jump to $299 a month, which is a significant cost increase just to add colleagues. The analytics, while solid for NPS benchmarking and trend tracking, are not a substitute for a proper BI setup if you need to cross-reference feedback with revenue or churn data in depth.
Both tools target NPS collection, but they pitch to slightly different buyers. AskNicely has a stronger track record in service-based and field service businesses and offers more flexibility around coaching and frontline team workflows. Retently has better native ecommerce integrations, particularly for Shopify. If you are in ecommerce and need plug-and-play post-purchase surveys, Retently is the more direct fit. If you are in a service business where feedback needs to flow to individual team members for coaching, AskNicely is worth evaluating first.
Yes, and you should use it specifically to test integrations before paying anything. The 14-day trial, which does not require a credit card, is long enough to connect your Shopify or CRM, send a real survey batch, and see whether the response data lands cleanly in your reporting. Do not use the trial just to click around the UI. Run an actual campaign against a real customer segment and check whether the feedback classification and alerts work the way your team would actually use them. That will tell you more than any feature list.
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Reader ratings and community feedback shape every score. Since 2022, ToolsForHumans has helped 600,000+ people find software that holds up after launch. how we research →
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