Global Guided CX vs DACH Enterprise CXM
Both platforms measure NPS, CSAT, and CES. The difference is how you buy and how you are helped: Retently publishes its pricing, lets you prove the fit on a free trial, and pairs every rollout with hands-on onboarding, while Zenloop sells to mid-sized and large enterprises in the German-speaking market through a consultation-led motion.
Retently
A dedicated CX platform since 2016 with separate Ecommerce and B2B editions. NPS, CSAT, CES, and eNPS surveys with AI-powered analytics, transparent public pricing, and white-glove onboarding: a Success Manager helps with setup, migration, and CX best practices.
Zenloop
A Berlin-based customer experience management platform founded in 2016 by the founders of Flaconi. After a 2023 insolvency it was acquired by saas.group and relaunched in 2024, refocused on mid-sized and large enterprises in the DACH market with quote-based pricing.
Zenloop vs Retently at a Glance
Pricing Transparency
Retently publishes full pricing for every plan, billed monthly or annually. Zenloop lists three tiers (Start, Grow, Lead) with no prices; every plan requires a sales consultation to get a quote.
Free Trial & Guided Onboarding
Retently lets you prove the fit on a free trial, then a Success Manager guides setup, migration, and best practices. Zenloop has no free trial; engagement starts with a sales consultation, and its entry plan is sized at 25,000 responses.
Market Focus
Zenloop's stated focus is the DACH market, with flagship customers like Volkswagen, Douglas, and Otto Group. Retently serves Ecommerce and B2B companies globally, with English-first product and support.
Survey Channels
Retently delivers surveys via email, link, in-app widget, and kiosk. Zenloop covers email, website, in-app, and in-shop QR codes. Both support NPS, CSAT, CES, and eNPS survey types.
AI & Analytics Depth
Retently pairs AI topic and sentiment classification with issue spike detection, product-level reports, and agent scorecards. Zenloop's 2024 relaunch added zenSurvey prompt-based survey creation and zenInsights text clustering.
Integrations
Retently connects to Shopify, Klaviyo, Gorgias, HubSpot, Intercom, Salesforce, Zapier, Slack, and more. Zenloop's stack skews to DACH commerce: Shopify, Magento, Spryker, Salesforce, Zendesk, Freshdesk, Emarsys.
What Retently Does Better
Retently gives you the same core CX metrics without the enterprise procurement cycle: plans and prices you can evaluate upfront, a team that stays hands-on from onboarding onward, and AI analytics that have matured inside the same reporting suite for years.
Clear Pricing, White-Glove Onboarding
- Public Plans, No Quote Cycle: Every Retently plan and its limits are published on the pricing page, so you can shortlist, budget, and get internal sign-off without waiting on a sales quote.
- Trial First, Commit Second: Prove the fit with your own data on a free trial, then pick the plan that matches your volume; no discovery call required to get started.
- Hands-On Help Is Part of the Product: Guided onboarding, survey template reviews, and migration assistance from a Success Manager; white-glove service without the enterprise contract to unlock it.
- Zenloop publishes no prices, offers no free trial, and sizes its entry plan at 25,000 responses; every tier routes through a sales consultation (per zenloop.com/pricing, July 2026).
Built for Global Teams, Not One Market
- Two Purpose-Built Editions: Dedicated Ecommerce and B2B products, each with its own templates, integrations, and reporting, instead of one enterprise CXM mold.
- English-First Product and Support: Documentation, onboarding, and support built for international teams, with surveys translatable into your customers' languages.
- Ecommerce-Native Data Enrichment: Pull Shopify order data, spend, and support tags into every response, then segment CX metrics by any attribute.
- Zenloop's leadership describes its goal as being the leading CX solution in the DACH market; its reference customers and partner ecosystem are concentrated in German-speaking Europe.
Proven AI Analytics, Not a Fresh Rebuild
- AI Topic & Sentiment Classification: Every response is auto-classified by topic, sentiment, and product, with no manual tagging required.
- Issue Spike & Product Intelligence: Automatic detection of complaint surges and the SKUs they affect, with anomaly trend lines for faster triage.
- Actionable Weekly Digests: Slack and email reports with top complaints, affected products, and suggested next steps for your team.
- Zenloop rebuilt its platform as "zenloop 2.0" in July 2024; its AI modules (zenSurvey, zenInsights) are recent additions still maturing inside a rearchitected product.
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 Zenloop Is a Data Export Away
Moving your CX program does not mean starting over. Export your data from Zenloop, and we take it from there:
- White-glove migration: export your responses and customer data from Zenloop; we import them via CSV so your NPS trends and segments carry over
- Dedicated Success Manager: hands-on onboarding, survey template matching, and campaign setup, at no extra fee
- No double-sending: data syncs first, delivery rules switch second, so customers never get the same survey twice during the changeover
- Integrations included: Shopify, Klaviyo, Gorgias, Salesforce, HubSpot, and Zapier connections come with every paid plan
