Retently

Subscription and ecommerce teams running a satisfaction programme beside a help desk they intend to keep. Retently splits its price list in two, one ladder for ecommerce and one for B2B, and says it will move an account between them when the fit is wrong.

The billed unit is a survey credit, spent when an email survey goes out or when a customer opens a link, in-app or Intercom survey, and spent again on reminders and repeat sends to the same person. Ecommerce Basic is $99 a month, or $89 annually, for 2,500 credits, 10 campaigns and 3 seats. B2B Basic is $100, or $90, for 3,000 credits but only 3 campaigns and email and link delivery alone. Pro on either ladder is $299, or $269. Responses themselves are unmetered.

Storing them is not. Retently charges $100 a month per 100,000 feedback records held, a figure that appears in two FAQ answers and on no plan card. Run out of credits and email surveys queue while link and Intercom surveys stop opening for customers. Neither Basic plan has an API. Salesforce, SAML SSO and any choice of EU, US or AU hosting are Enterprise only, and Enterprise is annual with no monthly option.

Nicereply and Simplesat bill only when someone answers, the opposite trade: unopened sends are free there and full price here. Delighted metered responses too, until Qualtrics closed it. It files under customer feedback software.