Net Promoter Score June 17, 2019 6 min read by Grigore

10 Unique Retently Features - Things That Only This NPS Service Can Do

10 Unique Retently Features - Things That Only This NPS Service Can Do

Potential customers often ask us — “what makes Retently better than the competition?”.

This is something we think about a lot. After all, answering this question well leads to acquiring new business, while responding poorly sends potential customers fleeing for whichever competitor they’re comparing us to.

Comparing Retently to the competition is quite a challenge. We are an exclusive NPS service and, as such, there are just too many things to consider. So instead of filling out those classic “us VS them” comparison tables, we decided to go for something different and showcase some of Retently’s unique features and functionalities.

If you’re wondering why we’ve listed only 10 points, it’s not because we have just 10 unique features. This article covers features that only Retently has, at the time of this writing. We also wanted to keep this post fairly short, so we only focussed on the major things, rather than exploring every minor detail.

This article covers a list of unique features offered by Retently, compared to other established competitors in the SMB and mid-market, as Wootric, Promoter.io, Delighted, AskNicely and SatisMeter. There are more NPS services, new products and companies launching every month, we might not be aware of.

SIDENOTE.

There’s a good chance that competing services will try to catch up, so all statements in this article are unlikely to hold true forever. But we’ll make sure to update it accordingly should anything change.

1. Everything is tied to survey campaigns

NPS campaign
NPS campaign

Retently’s NPS campaigns is a unique feature. With most competitor tools, you can only set up the surveys and send them out either one-time or on a recurring basis.

Retently, on the other hand, allows you to set up both regular and transactional NPS campaigns, where a predefined set of surveys is sent to a specific customer segment.

This lets you run independent survey campaigns per product, service or customer audience (segment customers by various criteria – revenue, geography, lifecycle, etc.) and get a dedicated NPS score.

Each campaign comes with its own options for:

Survey template

All you have to do is create, clone or adjust an existing template for each campaign and use them when needed.

Audience

Each campaign comes with a preset filter that targets all the customers in your Retently account, but you can apply additional filters to narrow down your audience.

NPS campaign audience
Retently audience segmentation

Schedule

Email NPS surveys will be sent automatically based on your schedule. Choose whether you want your customers to receive the survey on business days only or on any weekday. Set a starting hour for your surveys.

Next, set a schedule for new customers to be automatically surveyed as well as the regularity of recurring surveys. You can also disable the recurring surveys option at all.

Another handy feature is the daily survey limit which gives you the possibility to split your customer list and send a limited amount of surveys daily, giving you enough time to engage with your respondents.

Optionally, you can have your NPS survey resent to people who did not open the last survey, or opened but did not respond. You can choose the same survey template, or select a different one.

Workflows

Workflows allow you to create multiple custom automated scenarios based on the “if an event happens, then perform action” logic.

Notifications

When creating a new notification you will be asked to choose one or more event types you want to be notified about, notifications frequency (immediately, daily or weekly digest), and the notifications channel (email or Slack channel).

Retently notifications
Retently notifications

Read more about Campaigns in our dedicated knowledge base section.

2. Advanced survey template editor

Retently allows you to customize pretty much everything in your survey template:

    • Change the background color;
    • Upload and adjust your logo, its size, and position;
    • Edit all texts’ font family, size, styling, and colors;
    • Adjust the shape, style, and color of all buttons;
  • Add additional text blocks and custom links.

This applies to the Rating question, Open-ended question, Thank you page and the Unsubscribe page.

We’ve already provided default texts for the template, but every piece of the survey can be adapted to your unique case.

What’s more impressive is that the Open-ended question and Thank you page can be different for Promoters, Passives, and Detractors, allowing for a personalized approach and a better segmentation of the provided feedback.

The Thank you page follows the same editing logic. The difference here is that you can also add an additional CTA (call to action) link.

Retently survey editor
Retently survey editor

Get more ideas and NPS survey templates in this article.

3. Multi-language surveys

Retently’s unique survey template editor also allows a perfect multi-language setup.

Most survey services come with a preset of translations, which are not adapted for each industry, or sometimes can be far from written by natives.

Retently doesn’t have a multi-language selector. Instead, you can fully customize your NPS survey texts and translate them in any language you need.

multi-language surveys
Retently multi-language surveys

Read more about multi-language surveys in our knowledge base.

4. No Retently branding in surveys

Many competitors do not allow removal of their branding from the survey even in their premium paid plans, in order to gain new business through referrals.

Their logos (sometimes massive) are always present in the footer of the surveys your respondents receive, thus creating the impression that your business is too cheap and can not afford a premium service (which usually comes with branding removal).

Unlike competitors, we removed all Retently related branding from the survey templates, to make sure they only resemble your own brand.

survey branding
survey branding

5. Automated Email Cleanup

Retently has a built-in email cleaning feature. Before any surveys are delivered, your recipients’ emails will be automatically checked for deliverability to ensure greater campaign response rate. Also, you’ll be substantially reducing your bounce rate, and making sure you’ll receive more relevant, actionable feedback.

6. Data segmentation and export in all plans

With Retently, you can easily segment your audience with any of our plans. Competitors require you to get their premium plans to enjoy this feature.

Exporting data (like users, feedback, scores) is also available in all Retently plans – so everyone can access and export their data at no additional cost.

7. NPS benchmarks data

Retently has a built-in benchmark feature that allows you to compare your NPS score and trends with the average score for your industry. This way, you get to save time and effort since you have all the data you need right in the dashboard. You no longer need to do lengthy Google searches and deal with paywalls to find what you need.

The benchmarks are calculated by doing an anonymous average, and we only cover industries where we have over 10 clients to make sure the data is relevant and actionable. Currently, Retently offers incorporated NPS benchmarks for the following industries: SaaS, eCommerce, Restaurants, Hospitality, Construction, SMBs, Consulting, Insurance, Hosting and Real Estate.

8. No data retention limits

Unless you cancel your Retently subscription, your data is always here – to access historical customer feedback, NPS scores, compare trends and progress.

Keep a longer history of your customer interactions and do not worry about your data becoming unavailable after a while, or the need to upgrade to a higher plan.

9. Automation and webhooks

Retently allows to easily automate various processes and run custom scenarios by using the incorporated workflows and Zapier integration.

Workflows:

Workflows help you create automation scenarios based on the “if this, then that” principle.

A few common and highly useful scenarios are:

    • Automatically start a conversation with a Detractor;
    • Automatically send a message to people who did not leave text feedback;
    • Delete hard bounced contacts from your list;
    • Export NPS data to Salesforce or any other supported platform;
  • Run a webhook and send your NPS score and feedback to a 3rd party service or application.

Zapier:

Zapier is an integration service that connects different applications (over 1,300 apps at the time of this writing). Connect Retently to your Zapier account and sync new contacts, send transactional NPS surveys, export customer feedback and manage your team’ tasks.

The Zapier integration is not unique to Retently. Most established competitors feature one or maybe two possible Zapier triggers or actions. However, the amount of potential automation scenarios using Zapier with Retently is overwhelming, due to many supported triggers and actions.

Check our Zapier integration page here.

10. Product UI/UX

Retently features a visually-pleasing UI that ensures running NPS surveys and campaigns doesn’t feel like a chore. Most of our customers have told us, on multiple occasions, how much they love the clean design and the streamlined user experience.

Retently features a slick, easy-to-use, and highly intuitive interface. All the data and information is in one place, thus being easily accessible. Data visualization is simple to follow and understand. The menus and tooltips are self-explanatory, allowing for no time wasted. Pretty much no onboarding is needed (not even for new, unfamiliar users).

That’s obviously not everything…

Retently has many more unique features and capabilities.

Most of our customers love our product design, its cleanliness, and its user experience.

Our customer support team efforts are highly appreciated, this being the second reason respondents score a 9 or a 10 in our own NPS surveys.  

If you ever need any help or have a question for us, we’re right there for you – our support team works round-the-clock to offer you the best customer experience.

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