Retently

Retently measures Net Promoter Score, customer satisfaction and Customer Effort Score across every touchpoint, using AI to turn large volumes of responses into actions aimed at protecting revenue and loyalty, with separate published plan tracks for ecommerce and business-to-business.

Splitting plans by business model rather than only by size is the structural choice worth noticing, and it reflects a real difference in how feedback works in each.

An ecommerce business has many customers each worth relatively little, so feedback is a statistical exercise: patterns across thousands of responses matter and no individual response changes much. A business-to-business company has fewer customers each worth a great deal, so a single detractor response from a major account is itself an event requiring a named person to respond this week. Survey timing, routing, alerting and reporting all differ accordingly, and a platform built for one applied to the other fits badly.

The vendor publishes substantial original research rather than only marketing material, including an analysis of more than 1.5 million ecommerce surveys identifying product quality as the dominant positive driver at 80.6 percent positive sentiment, pricing value as the only net-negative pillar at minus 55.5 percent, and shipping as the most volatile factor in loyalty.

That finding is genuinely useful independent of the product. It suggests that ecommerce businesses competing on price are working against the one dimension customers consistently rate negatively, and that shipping is where experience is most often won or lost. Published benchmark research of that scale is also a reasonable signal about the size of the dataset behind the platform.

Measuring three metrics across touchpoints rather than one score at one moment is the correct approach, since NPS measures overall sentiment, CSAT measures a specific interaction and CES measures how hard something was, and they answer different questions.

Pricing is published with monthly and yearly billing across ecommerce and B2B tracks, with upgrade, downgrade and cancellation at any time. The published figures are split across page elements and could not be captured cleanly, so confirm current rates with the vendor.