AI Customer Feedback for Ecommerce and Retail Brands

Collect NPS®, CSAT and CES across every touchpoint, then let AI turn thousands of responses into the actions that protect revenue and loyalty.

What Makes or Breaks Ecommerce CX

The six CX pillars that drive loyalty in 2026

We analyzed 1.5M+ ecommerce surveys to map the pillars that shape loyalty and risk. Product & quality is the dominant driver, pricing & value is the only net-negative pillar, and shipping is the most volatile loyalty battleground.

80.6% Product & quality positive sentiment
−55.5% Pricing & value (only net-negative pillar)
1.5M+ Surveys analyzed

Survey Response Rate Trends

Why response rates are dropping, and what still works

Across 600 ecommerce brands and 25M+ survey invitations, the data shows where engagement is collapsing and where it is quietly thriving. In-app surveys outperform email by an order of magnitude, and loyal customers respond 2.5× more often than first-time buyers.

10× In-app vs. email response rate
2.5× Repeat-buyer response lift
25M+ Survey invitations analyzed

What is a Good Net Promoter Score?

2026 NPS benchmarks across B2B and B2C

A score of 40 means very different things in different industries. Our 2026 benchmark ranges from 26 to 68, with every analyzed sector now above zero. Financial Services leads the B2B pack.

68 Top B2B score (Financial Services)
26–68 Cross-industry NPS range
14 Industries benchmarked

CSAT: 2026 Industry Benchmarks

Where every industry stands and who moved fastest

Consulting and Digital Marketing tie at the top with 83, while Communication & Media trails at 26. The biggest story of the year is Healthcare, which dropped 24 points YoY for one of the steepest declines on record.

83 Top score (Consulting & Digital Marketing)
26 Lowest score (Communication & Media)
−24 pts Healthcare YoY drop (81 → 57)

The Property Management CX Gap

Why owners love you and residents don't

Property managers serve two customers who never see the same service. Owners give an NPS of 35 while residents sit at 10, and the resident journey bottoms out at renewal with a 3.0-star score.

35 / 10 Owner vs. resident NPS
25 pts CX gap inside the same firms
3.0★ Renewal window, the lowest touchpoint

Trusted by the world's best brands

Collect & Act on Customer Feedback

Turn customer feedback into winning decisions across your entire customer journey.

Omnichannel Surveys

Send targeted NPS, CSAT and CES surveys via email, SMS, and in-app, timed to key moments in the customer journey.

AI-Powered Insights

Your AI CX agent finds what's breaking, why it matters, and what to do next across surveys, reviews, and tickets.

Automated Actions

AI routes feedback, triggers follow-ups, and alerts your team instantly based on sentiment and urgency.

Connect over MCP

Pipe live feedback into Claude, ChatGPT, your agents, or any MCP client, so insight reaches the tools your team already uses.

Ecommerce Ready

Native integrations with Shopify, Gorgias, Klaviyo, and 20+ tools your team already uses.

Close the Loop

Turn detractors into promoters with automated response workflows and team task creation.

Lessons from power users

Get inspired by companies transforming their Customer Experience

PSD tracks customer satisfaction at every stage of their customer journey with Retently

PSD Underwear was founded in 2007 by Curt and Ryan Flaitz with the mission of creating comfortable and stylish underwear for men a...

Read the PSD story](https://www.retently.com/customers/psd-underwear/)

Epic Gardening Achieved an Unmatched NPS Score of 88 Through Community Building

Epic Gardening began as a personal journey of plant growing and quickly transformed into a resource trusted by millions for its practical a...

Read the Epic Gardening story](https://www.retently.com/customers/epic-gardening/)

SpearmintLOVE achieved an NPS of 79 with automated post-purchase surveys

SpearmintLOVE used Retently to automate post-purchase feedback, achieving an NPS well above the ecommerce average.

Read the SpearmintLOVE story](https://www.retently.com/customers/spearmintlove/)