Retently Review
Retently is a customer feedback survey tool for running NPS, CSAT, and CES programs across email, SMS, and in-app channels.
TL;DR
Retently is best suited to teams running ongoing NPS/CSAT/CES customer feedback programs across multiple channels. If you need broad research-style survey logic, advanced question libraries, or low-cost quick polls, you will likely want a more general survey platform.
Overview
Retently focuses on customer experience (CX) measurement, with built-in NPS, CSAT, and CES survey types and workflows designed around customer touchpoints. It supports multi-channel distribution including email, SMS, and in-app web pop-ups, plus link, embed, and kiosk-style surveys. Reporting includes trends and benchmarking, and the platform also promotes AI-based text and sentiment analysis for feedback. It’s positioned mainly for ecommerce and B2B teams that want to track customer satisfaction over time and route follow-ups based on feedback.
Ease of Use 4/5
Retently feels set up for speed if your goal is an ongoing NPS/CSAT/CES program rather than a blank-slate survey. We like that multi-channel delivery (email, SMS, and in-app web pop-up) is part of the core product, and common workflows like reminders and follow-ups are built in. The main usability trade-off is that it is less of a “survey builder” and more of a CX program tool, so teams expecting lots of custom logic and complex branching may feel constrained.
Features 3.5/5
For CX measurement, Retently covers the essentials: NPS/CSAT/CES campaigns, transactional triggers, and multiple delivery modes (link, embed, kiosk, and in-app). On the analysis side, you get trends, benchmarking, segmentation, exports, and AI-powered sentiment/text analysis aimed at making open-ended feedback easier to process. Where it falls behind general survey platforms is deep questionnaire design (for example, advanced question libraries, randomization, and research-style analysis like crosstabs or statistical testing).
Key Features
Lacking Features
Looks & Design 3.5/5
We found the focus is on compact, brandable customer surveys rather than highly designed, long-form questionnaires. Plans include custom survey design plus branding and personalization, and you can remove Retently branding. If visual polish and layout control are a deciding factor, it is worth previewing each channel (email vs. in-app vs. kiosk) because the experience can feel different depending on where the survey is shown.
Customer Satisfaction 3.5/5
Retently positions itself around “collect and act,” and the close-the-loop approach (alerts plus routing/automations) matches how CX teams actually work. Support is tiered: Basic emphasizes knowledge base and email, while Pro adds live chat and Zoom support, which will matter if you are rolling out multiple programs quickly. Documentation and onboarding appear oriented toward CX and ecommerce workflows more than general survey methodology.
Retently Pricing 4/5
At $99/month for Ecommerce Basic, it is not a casual/occasional survey tool, but the plan does include multi-channel surveys, integrations/API, and AI feedback classification. The biggest pricing constraint we noticed is plan limits (for example 2,500 surveys, 10 campaigns, and 3 seats on Basic), so teams with multiple brands or business units may outgrow it quickly. Pro at $299/month looks better suited to ongoing lifecycle programs, especially if you need higher volumes, more seats, and faster support.
Ecommerce Basic
- 14-day free trial
- 2,500 surveys / 10 campaigns / 3 seats
- Limited support: Knowledge base, email
- All Ecommerce integrations & API
- NPS, CSAT & CES campaign automations
- Survey branding & personalization
- Advanced reporting, trends, and benchmarking
- AI-powered feedback classification & topic analytics
- Notifications and alerts via Email, Slack, and Teams
Ecommerce Pro
- 14-day free trial
- 20,000 surveys / 10 campaigns / 10 seats
- Pro support: Zoom, live chat
- All Ecommerce integrations & API
- NPS, CSAT & CES campaign automations
- Survey branding & personalization
- Advanced reporting, trends, and benchmarking
- AI-powered feedback classification & topic analytics
- Notifications and alerts via Email, Slack, and Teams
- Data migration concierge
Enterprise
- Enterprise plan (pricing not listed on page)
- Mentions Enterprise features and Salesforce integration on pricing page
- Includes NPS, CSAT, and CES survey types
Pros & Cons of Retently
Pros
- • Built-in NPS, CSAT, and CES survey programs
- • Multiple distribution channels: email, SMS, in-app web pop-up
- • Supports link, embed, and kiosk survey modes
- • Automations for reminders and follow-ups
- • Alerts and notifications via Email, Slack, and Teams
- • Ecommerce integrations listed (Shopify, Gorgias, Klaviyo) plus API and Zapier
Cons
- • No permanent free plan (only a 14-day free trial)
- • Pricing starts at $99/month, which is high for occasional survey needs
- • Seat/campaign limits on the Basic plan (3 seats, 10 campaigns)
- • Enterprise pricing is not transparent on the pricing page
The Verdict
Retently is a CX-focused survey tool built around NPS, CSAT, and CES, with multi-channel delivery and workflow-style features for closing the loop on feedback. It looks like a practical fit for ecommerce and B2B teams that want to measure satisfaction across touchpoints and integrate surveys into their existing stack. The trade-off is that it’s not positioned as a general-purpose survey builder for complex research designs, long questionnaires, or academic studies. If your primary need is a flexible form-and-survey tool with lots of question types and branching, compare it against broader survey platforms before committing.
This review has been researched and written following our strictly standardized OnlineSurveyTools methodology. We believe in transparency and consistency.
- We create real accounts and build actual forms.
- We test specific features like logic, payments, and integrations.
- We evaluate the respondent experience on mobile and desktop.
- We verify pricing claims and support responsiveness.