Helpdesk CSAT Tool vs Complete CX Platform
Simplesat and Retently both measure customer satisfaction, but they were built for very different use cases. Understanding these differences helps you pick the tool that matches your CX ambitions.
Retently
A complete customer experience platform built for SaaS, B2B, and service businesses. Covers NPS, CSAT, and CES across the entire customer lifecycle with advanced segmentation, multi-channel delivery, AI-powered analytics, and closed-loop automation.
Simplesat
A lightweight satisfaction survey tool designed for MSPs and IT service teams. Excels at embedding one-click CSAT ratings into helpdesk ticket emails. Great for post-interaction feedback, but limited in analytics, survey targeting, and lifecycle coverage.
At a Glance
Full CX Platform vs Ticket CSAT
Retently was purpose-built for CX measurement across NPS, CSAT, and CES. Simplesat is primarily a post-ticket satisfaction tool designed to embed one-click ratings into helpdesk emails.
Advanced Analytics
Retently delivers AI-powered topic classification, sentiment analysis, trend tracking, and customizable dashboards. Simplesat's reporting is basic and frequently cited as its biggest limitation.
In-App Surveys
Retently provides a purpose-built in-app survey widget for contextual feedback. Simplesat only offers basic web embed code with no dedicated in-app SDK.
Smart Targeting & Throttling
Retently supports advanced audience segmentation, lifecycle triggers, and global survey throttling. Simplesat relies on simple ticket-closure triggers with limited targeting options.
Multichannel Delivery
Retently sends surveys via email, in-app widget, kiosk, SMS, and link. Simplesat focuses on email embeds in helpdesk notifications and email signatures.
Deep Integrations
Both connect to helpdesks and CRMs, but Retently offers deeper sync with Salesforce, HubSpot, Segment, Intercom, and more, beyond Simplesat's MSP-focused stack.
What Retently Does Better
Retently goes beyond post-ticket satisfaction scores. It unifies feedback across every customer touchpoint, layers in AI-driven analytics that surface issues before they escalate, and gives you the targeting and automation tools to run a complete CX program at scale.
Powerful Reporting That Drives Decisions
- Customizable Dashboards & Trend Analysis: Track NPS, CSAT, and CES trends over time with filterable dashboards that let you slice data by segment, channel, team, or time period.
- AI-Powered Sentiment & Topic Analysis: Automatically classify feedback by topic and sentiment without manual tagging, surfacing patterns across thousands of responses.
- Agent & Team Performance Scorecards: Roll satisfaction scores up to each rep and team, rank by NPS/CSAT, and identify coaching opportunities or top performers.
- Simplesat provides pivot-table style reports and basic leaderboards, but users consistently cite limited dashboard customization and lack of advanced analytics as its biggest weakness.
Complete Customer Journey, Not Just Support Tickets
- Lifecycle-Based Survey Programs: Measure satisfaction at every stage: onboarding, adoption, renewal, and expansion, not just after a support ticket is closed.
- Advanced Audience Segmentation: Target surveys based on customer attributes, behavior, plan type, or any custom property to get the right feedback from the right people.
- Relationship NPS + Transactional Surveys: Run periodic relationship NPS alongside transactional CSAT and CES surveys to understand both the big picture and individual interactions.
- Simplesat focuses narrowly on post-ticket and post-interaction CSAT collection within helpdesk workflows, with no support for lifecycle-based survey programs or proactive customer health monitoring.
Built for SaaS & B2B at Scale
- True In-App Survey Widget: Collect contextual feedback inside your product with a dedicated in-app widget, not basic embed code, but a real SDK with targeting rules and appearance customization.
- Smart Survey Throttling: Prevent survey fatigue with per-survey or global throttling rules that stop overlapping NPS, CSAT, and CES requests across all channels.
- Churn Prevention & Alerts: Identify at-risk customers with automated alerts based on negative feedback, declining scores, and sentiment shifts, then route them to the right team instantly.
- Simplesat targets MSPs and IT service teams with basic web embed surveys. It lacks a dedicated in-app widget, survey throttling, and churn prediction capabilities needed by scaling SaaS and B2B companies.
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.
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