Attribution Tool vs CX Management
Retently is designed for complete CX management, capturing NPS, CSAT, and CES across every touchpoint and turning it into action. Fairing is a post-purchase attribution tool first, where NPS is a single bolt-on question on the zero-party data engine.
Retently
Measures customer experience across the whole lifecycle (post-purchase, post-delivery, relationship NPS, and support), with AI-powered analytics, multi-question omnichannel surveys, and its own delivery engine.
Fairing
Built for marketing attribution: the "How did you hear about us?" post-purchase Question Stream tied to order data and LTV. NPS and CSAT are secondary question types layered on top, delivered through your ESP.
At a Glance
Purpose-built for CX
Retently specializes in CX metrics: NPS, CSAT, and CES. In Fairing, NPS is one of six question types layered on a post-purchase attribution engine.
Survey Types
Retently runs multi-question, multi-metric surveys with logic. Fairing NPS is a single 0-10 question plus one open-ended follow-up.
Delivery Engine
Retently sends, schedules, and throttles surveys itself by email, in-app, and shareable link. Fairing leans on your ESP (Klaviyo, Braze) to deliver the NPS email and build the cadence.
Follow-up Experience
Retently's branded follow-up pages carry full multi-question surveys with branching logic. Fairing's hosted survey page captures the follow-up to a single NPS question.
Response Enrichment
Retently ties each response to Shopify order data and help-desk ticket properties from Gorgias and others. Fairing enriches mainly for channel attribution and LTV.
Analytics Depth
Retently adds AI topic and sentiment classification, product CX reports, and closed-loop workflows. Fairing focuses on last-click and discount-code attribution reporting.
What Retently Does Better
Retently captures feedback across every store and journey step, layers in AI that flags sentiment spikes and at-risk SKUs before they escalate, and runs its own delivery engine so an attribution question can live inside a real CX survey instead of the other way around.
Omnichannel CX Visibility
- Multi-Store, Multi-Branch Insights: Compare NPS, CSAT, and CES across every Shopify storefront or location without exporting a spreadsheet.
- Touchpoint-Specific Tracking: Pinpoint friction at checkout, delivery, returns, or support and prioritize fixes, not just the post-purchase moment.
- Full Customer Lifecycle: Measure post-purchase, post-delivery, relationship NPS, and win-back, where Fairing centers on the thank-you-page survey.
- Fairing snapshots post-purchase attribution with NPS bolted on, so there are no multi-store rollups, journey-step breakdowns, or support-side visibility.
Proactive Issue & Product Intelligence
- Automated Issue & Spike Detection: Monitor complaint surges and anomaly trends for faster triage.
- Most Affected Products Report: Surface SKUs or product lines with rising negative sentiment and the linked comments behind them.
- AI-Powered Classification: Auto-tag every response by topic, sentiment, and product, with no manual work.
- Scheduled Actionable Reports: Weekly or monthly email and Slack digests with top complaints and affected items.
- Fairing supplies attribution charts, last-click, and AI weekly insights, fine for marketing, but it stops at the Promoter/Passive/Detractor split for CX.
Data-Driven Survey & Feedback Control
- A Real Delivery Engine: Retently sends, schedules, and throttles surveys itself across email, link, and in-app, so you're not bound to whatever cadence you can build inside Klaviyo.
- Much Richer Survey Templates: Multi-question surveys with branching logic and multiple metrics (NPS, CSAT, CES), so a Fairing-style attribution question can live inside a real CX survey.
- Deep Branded Follow-up Pages: Respondents continue into a full multi-question survey on a branded landing page, with logic that adapts to their score, not just a single open-ended follow-up.
- Fairing delegates sending and cadence to your ESP (per fairing.co, "you control the email delivery"), so delivery depth depends on whatever you can build in Klaviyo, and its hosted survey page stops after the follow-up question.
Trusted by Leading DTC Brands
Read quick wins from stores that moved to Retently and gained richer analytics, cleaner Shopify data, and hands-on CX guidance.
PSD Underwear Hits an NPS Score of 72 Through Multi-Channel Feedback Across 4 Touchpoints
The DTC apparel brand reached an NPS of 72 by collecting feedback at four touchpoints of the shopping journey, from purchase through delivery and support.
Epic Gardening achieved an unmatched NPS score of 88 through community building
The gardening brand reached an NPS of 88 by pairing a thriving community with systematic customer feedback as it grew into a resource trusted by millions.
Switching From Fairing Takes One Export
Graduating from a post-purchase question to a full CX program does not mean losing your history or the attribution insight you rely on:
- White-glove migration: export your responses from Fairing; we import them via CSV or the Retently API so your NPS baseline and trends carry over
- Keep the attribution insight: add a "How did you hear about us?" question inside your Retently surveys, so the zero-party data keeps flowing while you gain CSAT, CES, and lifecycle coverage
- Dedicated Success Manager: hands-on onboarding, survey template matching, and campaign setup, at no extra fee
- Integrations included: Shopify, Klaviyo, Gorgias, HubSpot, and Zapier connections come with every paid plan, so your post-purchase workflows keep working
