Top NPS Tools for Retail & Ecommerce in 2025: Best Platforms Compared & Reviewed

If you run an eCommerce or retail brand today, one thing is non-negotiable: you can’t grow if you don’t understand your customers’ loyalty. And that’s exactly where NPS tools for eCommerce & retail become mission-critical.

Research shows that 32% of customers stop doing business with a brand they love after just one bad experience. And Bain & Company study reveals that loyal customers spend 67% more than new ones. After working closely with global retail chains, DTC brands, and multi-store businesses, I have come to the conclusion that brands that measure NPS at every touchpoint—post-purchase, post-delivery, in-store, and after support—grow faster and retain more customers.

In this article, we break down the best NPS tools for eCommerce & retail in 2025, the features they offer, and how they help you improve loyalty across the entire buying journey. So, let's get started!

TL;DR

• NPS software for eCommerce & retail helps you measure customer loyalty across key touchpoints like checkout, delivery, in-store visits, returns, and customer support.
• The right retail NPS tools let you trigger automated surveys, analyze feedback with AI, and connect insights with your ecommerce stack (Shopify, WooCommerce, Magento) and support tools (Gorgias, Zendesk, Freshdesk).
• This blog lists the best NPS tools for eCommerce & retail in 2025 based on omnichannel survey capabilities, ecommerce and helpdesk integrations, AI feedback intelligence, store- and product-level reporting, and ease of setup for CX and operations teams.
• Based on our 2025 comparative analysis, the strongest picks by category are: Zonka Feedback for AI-powered, omnichannel NPS across online and in-store journeys, Retently for Shopify and DTC brands running automated NPS across their ecommerce stack, and SurveySensum for multi-location retail chains needing QR/kiosk and store-level NPS among others.
• In the sections below, you’ll see how each tool handles ecommerce and retail use cases, including their best-fit scenarios, integrations, AI features, pros, cons, pricing, and how to choose the right NPS software for your brand.
• To automate post-purchase and delivery NPS, unify in-store and online feedback, and get AI-powered visibility into every retail journey, schedule a demo with Zonka Feedback — the most complete NPS platform for eCommerce brands, DTC businesses, and multi-store retailers.

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What is NPS for eCommerce & Retail?

NPS (Net Promoter Score) for eCommerce & retail is a customer loyalty metric that measures how likely your shoppers are to recommend your brand after an experience—whether that’s browsing your site, placing an order, receiving a delivery, visiting a store, or interacting with support.

In eCommerce and retail, NPS goes beyond a simple “How likely are you to recommend us?” score. It helps you understand why customers feel the way they do across key buying moments:

• Post-purchase (after checkout)
• Post-delivery (after the product arrives)
• Returns & refunds
• Customer support interactions
• In-store visits (QR/Kiosk feedback)

An NPS tool designed for retail gives brands real-time insight into what’s impacting loyalty—delivery delays, product quality, packaging, store staff behavior, or online shopping friction. When combined with AI analysis and omnichannel feedback, NPS becomes a powerful signal to improve retention, boost repeat purchases, and support data-driven growth.

Why NPS is Non-Negotiable for eCommerce & Retail?

NPS has become one of the most critical KPIs for eCommerce and retail brands because loyalty now directly determines profitability. In a market where acquisition costs have risen 60% in the last five years, losing existing customers is far more expensive than retaining them. NPS helps retailers identify issues early—before they turn into churn, negative reviews, or abandoned carts.

For online stores, NPS highlights friction points across the buying journey: product discovery, checkout, delivery, packaging, returns, and customer support. For retail stores, it reveals staff behavior, store experience, wait times, and overall service quality.

Most importantly, high-NPS shoppers are 3–5x more likely to repurchase and recommend your brand. That means a strong NPS program directly impacts repeat revenue, order frequency, customer lifetime value (LTV), and organic acquisition.

In 2025’s competitive landscape, brands that consistently measure and act on NPS outperform those relying only on product reviews or isolated feedback. NPS isn’t optional anymore—it’s a strategic advantage for every growth-focused eCommerce and retail business.

Comparison Table: 5 Best NPS Tools for eCommerce & Retail

What are the Best NPS Software for eCommerce & Retail in 2025?

The best NPS software for eCommerce & retail in 2025 are platforms that support post-purchase surveys, delivery-based triggers, in-store feedback collection, AI-driven insights, and native integrations with Shopify, WooCommerce, Magento, and retail helpdesks like Gorgias and Zendesk. Based on omnichannel capabilities, automation, AI analytics, and ease of setup, the top NPS tools this year include Zonka Feedback, Retently, SurveySensum, Okendo and Nicereply.

Let us look at each of them in detail.

1. Zonka Feedback: Best AI-Powered Omnichannel NPS Tool for eCommerce & Multi-Store Retail

Zonka Feedback is an AI-powered NPS and customer feedback platform built for brands that sell across online stores and physical retail locations. It centralizes feedback from post-purchase surveys, delivery experiences, in-store visits, and support interactions, then uses AI Feedback Intelligence to turn comments into themes, sentiment, and impact scores—so eCommerce and retail teams know exactly what’s hurting or driving loyalty across products, locations, and channels.

• Best For: Omnichannel retailers (online + stores), DTC and marketplace brands, Multi-country, multi-location retail chains CX, operations, and support teams that need AI-driven NPS insights
• Use Cases: Post-purchase NPS after order placement or fulfillment, delivery and packaging NPS,  in-store visit NPS via QR/kiosk, post-support NPS after chat, email, or call, location-, category-, and agent-level NPS for performance benchmarking
• eCommerce & Retail Integration Highlights: Shopify integration to trigger post-purchase email surveys automatically when an order is placed or fulfilled, no-code workflows with tools like Zapier, Zoho Flow, and n8n to connect with other ecommerce platforms and back-office systems, omnichannel surveys across email, SMS, WhatsApp, web widgets, in-app, kiosks, and offline collection, unified NPS dashboards for CX, store, and support leaders, with filters by channel, store, product, or segment.
• G2 Rating: 4.6/5 (79 reviews) 

What Makes Zonka Feedback the Best NPS Tool for Retail in 2025?

What makes Zonka Feedback stand out for eCommerce & retail is how deeply it connects NPS with real-world store and order data. Instead of just collecting a score, it helps brands understand loyalty at the level of store location, order experience, staff interaction, and specific journey stage.

Retail brands like Damas, a leading luxury jewellery retailer with 160+ stores, used Zonka Feedback to roll out NPS across locations via email and in-store surveys, then lift NPS to 85+ by acting on AI-backed insights about service quality and store experience.

Other retailers and ecommerce brands (for example, SmartBuyGlasses, which increased NPS by 30%) use Zonka Feedback’s NPS dashboards to compare performance across countries, stores, and channels, and prioritize improvements that move the needle on loyalty and repeat purchases.

In 2025, with Zonka AI Feedback Intelligence, teams don’t just see scores—they see themes like “delivery delays,” “store staff,” or “packaging,” along with sentiment shifts and impact analysis, so they know exactly where to focus.

What Features of Zonka Feedback Make It a Top Choice for Retailers?

• AI Feedback Intelligence to automatically group NPS comments by themes (delivery, packaging, staff, pricing) and score their impact on loyalty
• Role-based dashboards for CX leaders, store managers, and support heads, so each team sees only the insights they can act on
• Omnichannel NPS across email, SMS, WhatsApp, web pop-ups, in-app, kiosks, and offline — ideal for mixed online/offline journeys
• Post-purchase automation for Shopify and other platforms, with triggers based on order status (placed, shipped, fulfilled)
• Location and entity mapping, so feedback is tied to stores, brands, categories, or agents for targeted coaching and improvements
• Close-the-loop workflows with alerts for detractors, ticket creation, and ownership assignment to the right teams 

2. Retently: Best NPS & VoC Platform for Shopify and Fast-Growing DTC Brands

Retently is a Voice of the Customer (VoC) and NPS platform built specifically for eCommerce brands, with deep support for Shopify and DTC stacks. It lets you trigger NPS, CSAT, and CES at key touchpoints (order placed, order fulfilled, ticket solved), link every response to order or ticket data, and use AI-powered sentiment and text analysis to uncover themes, drivers, and risks. For Shopify, Gorgias, Klaviyo heavy setups, it’s designed to become your central NPS engine.

• Best For: Shopify & DTC brands that want automated, stack-native NPS, ecommerce teams using Gorgias, Klaviyo, Yotpo, Richpanel, etc., and brands running structured NPS, CSAT, and CES across the full shopping journey.
• Use Cases: Post-purchase NPS after an order is placed or fulfilled, delivery NPS to measure shipping, packaging, and unboxing experience, CSAT after a Gorgias (or similar) support ticket is solved, CES after a new order or self-service flow and Product-level and segment-level NPS to identify problematic SKUs, markets, or cohorts.
• eCommerce & Retail Integration Highlights: Shopify to trigger post-purchase NPS when an order is placed or marked fulfilled, Gorgias to send CSAT/NPS/CES after tickets close and exports scores & comments back to the helpdesk, Klaviyo & Yotpo that uses flows and segments to deliver timely surveys and enrich marketing & review data and Zapier, Make, REST API for broader ecommerce & CX automation.
• G2 Rating: 4.7/5 (28 reviews) 

What Makes Retently One of the Best NPS Tools for Retail & eCommerce in 2025?

Retently’s VoC for Ecommerce product is built exactly around the journeys retailers care about: NPS after delivery, CSAT after support, CES after orders, and product-level NPS tied to SKUs and order values. Every survey response is enriched with order and ticket metadata (SKU, basket value, coupons, agent, tags), so you’re not just seeing scores—you’re seeing who bought what, where, and what went wrong or right.

Its AI-powered feedback intelligence automatically classifies comments into topics and sentiment, highlights positive/negative drivers, and sends weekly/monthly digests calling out emerging issues and risks. That means ecommerce and CX leads can quickly see “delivery delays,” “fit/sizing,” or “support responsiveness” trends without manually tagging feedback.

Case studies on the Retently site (e.g., PSD Underwear, SpearmintLOVE, Jones Road Beauty) show ecommerce brands using this combination of triggered surveys + AI analysis + multi-store reporting to refine CX, improve repeat purchase rates, and increase NPS across regions and channels.

What Features of Retently Make It a Strong Choice for Retailers?

• VoC engine built for ecommerce & retail (NPS, CSAT, CES around orders and tickets)
• AI-powered sentiment & text analysis to automatically classify feedback by topics and sentiment, with driver analysis and trend spotting
• Multi-store reporting to compare performance across multiple Shopify stores or physical locations
• Enriched responses with order and support context (SKU, order value, coupon, agent, channel) for deeper insights
• Agent leaderboards and CX dashboards to track service quality by team or channel
• Tight integrations with Shopify, Gorgias, Klaviyo, Yotpo and more, reducing custom work

3. SurveySensum: Best NPS Tool for Multi-Location Retail Chains and Store-Level Feedback

SurveySensum is an NPS and customer experience platform built for high-volume, multi-store retail brands that need fast, structured, and store-level customer insights. Designed for teams running both online and offline journeys, SurveySensum centralizes feedback from post-purchase surveys, in-store QR codes, POS interactions, delivery experiences, and support channels, then analyzes responses using AI-led text analytics to surface themes, sentiment, and problem areas.

• Best For: Multi-location retail chains, fashion & lifestyle brands, electronics stores, quick-commerce brands, and customer-centric eCommerce teams needing store-level NPS visibility.
• Use Cases: In-store NPS via QR/kiosk, post-delivery NPS for ecommerce orders, staff interaction feedback, category-level NPS for product improvements, agent-level NPS after support interactions, omnichannel retail CX tracking.
• eCommerce & Retail Integration Highlights: QR-based and kiosk surveys for in-store feedback,  no-code automations via Zapier, HubSpot, Shopify, Zoho CRM and other retail tools, omnichannel NPS: email, SMS, WhatsApp, web pop-ups, mobile surveys, insights dashboards segmented by store, region, category, and staff and AI-powered feedback theme detection and sentiment analysis
• G2 Rating: 4.7/5 (33 reviews)

What Makes SurveySensum a Strong NPS Tool for Retail in 2025?

SurveySensum stands out as one of the few NPS platforms purpose-built for multi-outlet retail brands. While most tools focus heavily on digital-only channels, SurveySensum makes it easy to capture customer feedback inside stores using QR codes, kiosks, and offline surveys—ideal for apparel stores, electronics chains, beauty outlets, and supermarkets where walk-in experience matters.

Its AI-Text Analytics engine helps brands decode large volumes of open feedback by automatically tagging themes such as “wait time,” “staff courtesy,” “store layout,” “exchange process,” or “delivery delay.” Retail leaders can instantly see which locations are underperforming, what issues repeat across stores, and where service improvements will have the biggest impact on loyalty and repeat purchases. This makes SurveySensum especially powerful for retailers managing multiple geographies, large frontline teams, or high in-store customer volume, where manual analysis becomes impossible.

What Features of SurveySensum Make It a Top Choice for Retailers?

• In-store QR & kiosk NPS ideal for physical retail environments
• AI-powered text analytics to classify comments by themes and sentiment
• Role-based dashboards for store managers, CX heads, and regional leaders
• Omnichannel NPS distribution across email, SMS, WhatsApp, website, and app
• Branch- and category-level benchmarking for identifying best/worst-performing locations
• Close-the-loop automation for detractor follow-up and escalation
• Offline survey capability for stores with low internet connectivity
• Fast setup with no-code integrations and ready retail templates

4. Okendo: Best NPS + Reviews Solution for Shopify Merchants

Okendo is a customer marketing and experience platform built specifically for Shopify merchants. Known primarily for product reviews and UGC, Okendo also includes a strong NPS, CSAT, and post-purchase feedback engine designed for DTC brands that want to measure loyalty directly inside their ecommerce stack. With seamless Shopify integration and automated post-purchase flows, Okendo lets brands collect NPS immediately after checkout, after delivery, or as part of review request flows—making it easy to tie customer sentiment to purchases, products, and customer segments.

• Best For: Shopify DTC brands, lifestyle & beauty brands, apparel stores, subscription box companies, and fast-growing eCommerce brands looking for reviews + NPS in one platform.
• Use Cases: NPS after checkout or delivery, product-level NPS tied to SKUs, loyalty measurement for VIP customers, post-review NPS, customer segment analysis (new vs repeat buyers), subscription renewal NPS, automated NPS inside email/SMS flows.
• eCommerce & Retail Integration Highlights: Deep Shopify integration with instant sync of customer, order, and product data, NPS integrated into review request emails, SMS, or post-purchase flows, segment-based surveys triggered by order attributes, frequency, AOV, tags, and journey stage, tight integrations with Klaviyo, Postscript, Gorgias, Recharge, Yotpo, and Attentive, unified reporting for reviews+ratings+NPS in one dashboard, product-level insights linking NPS to returns, issues, and repeat purchase likelihood.
• G2 Rating: 4.6/5 (176 reviews)

What Makes Okendo a Leading NPS Tool for Retail & eCommerce in 2025?

Okendo stands out because it seamlessly blends reviews, UGC, and NPS—creating a powerful feedback loop for Shopify merchants. Instead of managing multiple tools for product reviews and loyalty insights, ecommerce brands can measure sentiment at key commercial moments (first purchase, repeat order, delivery, subscription renewal) right inside the same platform they use for customer reviews.

For retail & ecommerce brands, the value lies in how Okendo ties NPS scores to product performance, cohorts, and lifecycle segments. This helps teams understand why customers love or dislike specific products, which items have loyalty issues, what product categories drive promoters, and what’s impacting overall repeat purchases.

With automated workflows, brands can route promoter segments to referral, loyalty, or VIP programs—and detractors toward customer recovery. Combined with its Shopify-native architecture, Okendo becomes a strategic tool for DTC brands that need actionable NPS insights without building complex data pipelines.

What Features of Okendo Make It a Top Choice for Retailers?

• Unified reviews + NPS platform ideal for ecommerce brands
• Shopify-native with real-time product, order, and customer syncing
• Segmented NPS based on lifecycle stage, order value, purchase frequency, and product category
• Automated post-purchase NPS (checkout, delivery, review-request flows)
• Product-level loyalty insights tied to SKUs and variants
• Integrations with Klaviyo, Attentive, Postscript, Gorgias for automated follow-ups
• Omnichannel survey delivery (email, SMS, in-flow surveys)
• Attribution-ready—NPS linked directly to revenue, AOV, and repeat purchases

5. Nicereply: Best Support-Driven NPS Tool for eCommerce Customer Service Teams

Nicereply is a simple, support-focused NPS and CSAT platform designed for eCommerce and retail teams that need to measure loyalty directly after customer service interactions. It works seamlessly with tools like Gorgias, Zendesk, Freshdesk, and Help Scout, allowing brands to embed NPS surveys into emails, signatures, macros, and post-resolution flows. For online stores that receive large volumes of tickets related to returns, exchanges, delays, and product concerns, Nicereply provides an easy way to understand how support quality affects loyalty and repeat purchases.

• Best For: eCommerce brands with high ticket volume, retail stores with support-heavy operations, DTC brands handling returns & exchanges, and CX teams focused on agent-level NPS.
• Use Cases: Post-ticket NPS for solved cases, agent/rep performance scoring, NPS after return or refund support, loyalty measurement after chat/email assistance, service recovery workflows, and NPS tied to product or fulfillment issues.
• eCommerce & Retail Integration Highlights: Native integration with Gorgias, Zendesk, Freshdesk, Help Scout, Intercom, NPS embedded in ticket footers, email signatures, chat transcripts,  triggers after ticket solved, closed, escalated, or reassigned, agent-level dashboards to compare performance across stores, shifts, and regions, NPS + CSAT + CES in one support analytics dashboard and auto-tagging of responses by agent, channel, ticket type, and issue
• G2 Rating: 4.5/5 (431 reviews)

What Makes Nicereply a Strong NPS Tool for Retail & eCommerce in 2025?

Nicereply stands out because it focuses on one of the most overlooked parts of the eCommerce and retail journey—customer service interactions. A significant portion of customer dissatisfaction (returns, late deliveries, damaged goods, missing items, size/fit issues) is surfaced during support conversations. Nicereply allows brands to capture NPS immediately after these moments, generating insights that product reviews, post-purchase surveys, and delivery NPS might miss.

Its agent-based scoring, team leaderboards, and issue-type segmentation help ecommerce and retail teams understand whether loyalty drops occur due to product issues, logistics problems, or service quality. For retailers operating across multiple locations or shifts, Nicereply provides clarity into which teams drive positive experiences and which need coaching.

Because it integrates directly into existing helpdesks with no heavy setup, Nicereply is ideal for brands wanting fast, scalable support-driven NPS without complex workflows.

What Features of Nicereply Make It a Top Choice for Retailers?

• Support-first NPS tied directly to ticket resolution
• In-signature and post-ticket NPS surveys for frictionless feedback collection
• Agent, team, and channel-level reporting ideal for retail support centers
• Auto-tagging of scores by issue type (returns, shipping, sizing, order updates)
• Real-time alerts for detractor responses
• Fast setup with Gorgias, Zendesk, Freshdesk, Help Scout
• Multi-survey support: NPS, CSAT, CES
• Automated follow-ups for detractors or unresolved issues

What Makes a “Good” NPS Tool for eCommerce & Retail in 2025?

A great NPS tool for eCommerce & retail does more than collect a score. It helps your brand understand what customers love, what frustrates them, and how every part of their shopping journey impacts loyalty. In 2025, shoppers expect flawless experiences across online stores, mobile apps, and physical locations—and your NPS tool needs to keep up. Here’s what the best NPS platforms for retail offer:

1. Automated Post-Purchase & Delivery Triggers

Your NPS tool should automatically send surveys when key events occur—order placed, order fulfilled, package delivered, refund issued, or exchange processed. This ensures feedback arrives at the exact moments that matter most in retail, without manual work.

For example, a fashion brand might trigger NPS 24 hours after delivery to capture fresh insights about product fit, packaging, or courier service. Timing is everything, and the best NPS tools automate this effortlessly.

2. Native Shopify & eCommerce Integrations

A great NPS tool should integrate natively with ecommerce platforms like Shopify, WooCommerce, BigCommerce, Magento, Amazon, or Etsy, syncing customer, order, and product data instantly. This allows brands to segment NPS by first-time vs repeat customers, order value, product category, or fulfillment method.

For instance, a DTC skincare brand can track whether repeat buyers have consistently higher NPS than one-time customers—something only possible with deep ecommerce integrations.

3. Omnichannel NPS Across Online & In-Store Touchpoints

Retail is hybrid, and your NPS tool must be too. The best platforms support email, SMS, WhatsApp, website widgets, in-app surveys, QR codes, and kiosks. This ensures feedback flows from every touchpoint, whether it’s an online purchase, an in-store visit, or an app experience.

A beauty retailer, for example, may collect in-store NPS through QR codes at checkout while capturing post-delivery NPS via SMS for online orders, giving them a complete view of customer sentiment.

4. AI-Powered Feedback Intelligence

AI should help brands instantly understand the themes and sentiment behind customer comments—categorizing feedback into topics like delivery delays, product quality issues, sizing problems, or staff behavior.

For example, an electronics retailer might discover through AI analysis that detractor comments frequently mention “installation difficulty,” allowing them to add clearer instruction videos. Without AI, analyzing high-volume comments across channels becomes impossible.

5. Store-Level & Region-Level Reporting

For multi-location retailers, the best NPS tools provide dashboards that compare scores across stores, regions, and shifts. This helps brands pinpoint which locations consistently delight customers and which need intervention.

A footwear chain, for instance, might notice NPS is significantly lower in metro stores compared to suburban ones—leading them to investigate staffing, wait times, or stock availability.

6. Product & Category-Level Insights

In retail, NPS isn’t just about service—it’s often about the product. A strong NPS tool ties responses to SKUs, categories, and variants, helping brands uncover product-level issues.

For example, an apparel brand can quickly identify that a certain denim style is driving detractor feedback due to sizing inconsistencies. These insights support faster product improvements and reduce returns.

7. Ticket-Triggered NPS for Support-Centric Journeys

Retail and ecommerce brands with high ticket volumes need an NPS tool that integrates with Gorgias, Zendesk, Freshdesk, or Intercom to send NPS surveys after support interactions. This reveals how well teams handle refunds, delivery problems, and product questions.

For example, a home décor brand may discover that NPS drops sharply after “late delivery” tickets, indicating logistics—not support quality—is the real loyalty driver.

8. Close-the-Loop Workflows for Detractor Recovery

Great NPS tools automate detractor follow-up through alerts, ticket creation, escalations, and ownership assignment. This ensures no negative feedback falls through the cracks.

Imagine a customer complaining about receiving damaged goods; a good NPS tool automatically notifies the support team, logs the issue as a ticket, and triggers a replacement process. Fast recovery = higher long-term loyalty.

9. Role-Based Dashboards for Every Team

The best NPS platforms let each team—CX, store managers, ops leads, support agents, merchandising—view insights relevant to them. A store manager may focus on in-store NPS, while a CX lead analyzes online purchase NPS, and a logistics head reviews delivery-related themes. Tailored dashboards help teams act faster without sifting through irrelevant data.

Conclusion

NPS has become one of the most reliable indicators of customer loyalty in both eCommerce and retail. In an industry where every moment matters—from the ease of checkout to how fast an order arrives, from the friendliness of store staff to the resolution of a support ticket—customer sentiment can shift instantly. Tracking how shoppers feel is a strategic advantage.

Brands that invest in structured NPS programs outperform competitors because they do more than distribute surveys—they operationalize the insights. They measure NPS across online and offline journeys, analyze feedback with AI to uncover product, delivery, or store-level issues, and enable frontline teams to close the loop in real time. With the right NPS software for eCommerce & retail, businesses can reduce returns, improve repeat purchases, optimize store performance, and strengthen customer trust at scale.

If you're evaluating which platform to use, Zonka Feedback stands out as the most complete NPS solution for omnichannel retail and eCommerce brands. It combines post-purchase and delivery NPS, in-store QR/kiosk feedback, AI Feedback Intelligence, role-based dashboards, and deep integration with ecommerce and support tools.

Ready to elevate your customer experience across every retail and ecommerce journey?

Schedule a demo with Zonka Feedback to see how you can transform feedback into actionable improvements and build loyalty that lasts.