Nicereply vs Retently (2026): which should you pick?

Pick Nicereply if

• Fits if your support team runs on Zendesk, Front or Help Scout
• Works for small support teams under 100 responses a month

Look elsewhere if

• Pricey if you grow, since responses and users are the only things that change and volume climbs tiers quickly
• Skip it if you want a free plan, because there isn't one
• Watch out: Starter is capped at 100 responses and 3 users a month
• Not for you if you want general survey building, as this is support-feedback only

Pick Retently if

• Fits if you run a Shopify store and want NPS after each order
• Works for teams that want AI to group survey comments by topic

Look elsewhere if

• Pricey if you're small: $99 a month for 2,500 surveys
• Skip it if you want a free plan, because there isn't one
• Watch out: the API and MCP server need Ecommerce Pro at $299 a month
• Watch out: we couldn't read the B2B plan prices, only the ecommerce ones, and extra users cost $10 a month

Nicereply

• There is no free plan; the entry price covers only 100 responses and 3 users a month.
• Responses and users are the only things that change between plans, so volume pushes you up a tier quickly.
• More seats, more responses or enterprise terms are quoted separately.
• It focuses on support-conversation feedback rather than general-purpose survey building.

Retently

• Plans are metered by surveys sent each month, not responses received, and the credits renew monthly.
• Extra users cost $10 a month and extra campaigns $20 a month.
• The B2B plan prices were not readable on the page, only the ecommerce plans, so B2B buyers may see different numbers.
• The REST API and MCP server need Ecommerce Pro or higher.

Nicereply

CSAT, CES and NPS

Customer satisfaction, effort and Net Promoter surveys, with smiley, thumbs, 5-star and 10-star rating styles.

Ways to send surveys

In-signature email surveys, post-resolution emails, link surveys and website pop-up surveys on every plan.

Help desk integrations

Connects with Zendesk, Front, LiveAgent, Freshdesk, Aircall, Pipedrive, Help Scout and Kustomer, plus Zapier and an API.

Feedback analytics

Nicereply Feedback Analytics is included on every plan, and a separate Customer Happiness Benchmark tool compares CSAT, CES or NPS scores.

Custom survey design

Survey look and wording can be customized, and the number of active surveys is unlimited on all plans.

Retently

Survey types and channels

NPS, CSAT and CES surveys go out by email, link, embed, kiosk or web pop-up, with feedback-button and employee (eNPS) options.

Campaign automation

Transactional and lifecycle campaigns, reminders and automated email follow-ups run from triggers and webhook events.

AI feedback analysis

AI classifies feedback by sentiment and topic, with trend groups and NPS benchmarks in the reporting view.

Alerts

Notifications for new responses go to email, Slack and Microsoft Teams.

Integrations and API

Shopify, Klaviyo, Gorgias, Zendesk, Freshdesk, Intercom, HubSpot, Zapier and Make connect it; the REST API starts on Pro.

AI agent access

An MCP server lets Claude, ChatGPT and other agents read feedback data, on the Pro plan and above.

Nicereply

• Starter$59

  per month, billed annually ($79 billed monthly)

  100 responses a month and 3 users, with every survey type and integration.

• Essential$119

  per month, billed annually ($149 billed monthly)

  250 responses a month and 10 users.

• Growth$239

  per month, billed annually ($299 billed monthly)

  1,000 responses a month and 25 users.

• Business$359

  per month, billed annually ($449 billed monthly)

  2,500 responses a month and 50 users.

Retently

• Ecommerce Basic$99

  per month for 2,500 surveys, billed monthly

  10 campaigns and 3 seats, email support, ecommerce integrations without the API and AI topic analytics.

• Ecommerce Pro$299

  per month for 20,000 surveys, billed monthly

  10 campaigns and 10 seats, live chat and Zoom support, the API and an MCP server.

• EnterpriseCustom

  Adds the Salesforce integration, custom integrations and a dedicated account manager; sold through sales.

Nicereply

• Annual discount

  20% off with annual billing

  Nicereply's pricing page lists a 20% discount for annual billing and shows the yearly saving on each plan, for example $240 a year on Starter.

Retently

• Annual discount

  Save 10% with yearly billing

  Retently's pricing page has a Billed yearly option marked Save 10%; the prices shown by default are for monthly billing.