Retently

What it is

Retently is a self-serve NPS, CSAT, and CES survey platform that has been independently owned since 2015 and lists an Austin, Texas address. It does the job Delighted used to do: send a one-question survey by email, link, web embed, kiosk, or in-app pop-up, then route the score and the comment into your helpdesk, CRM, or Slack. It goes past Delighted in two places. It sorts open-text answers into topics and sentiment with AI, and it runs a hosted MCP server, so Claude or Codex can query your feedback data and act on it directly. Retently sells two product lines from one pricing page. Ecommerce plans are tuned for Shopify, Klaviyo, and Gorgias stores. B2B plans add company-level scores and recurring relationship-NPS campaigns.

Why it shows up in Customer Success stacks

• It is the like-for-like landing spot after the Delighted shutdown. Qualtrics turned Delighted off on 30 June 2026 and deleted the data. Retently runs a Delighted migration page with a concierge import: you hand over the export, its team loads your past responses and launches your first campaign, and the onboarding call is free.
• Account-level scores. On B2B plans, NPS and CSAT roll up to the company record and can be exported. That account number is what a health score in Gainsight or Vitally actually needs. A per-respondent average misleads when one champion and three unhappy users sit on the same account.
• An MCP server with real write access. The remote server at mcp.retently.com/mcp exposes 66 tools: 52 read, 13 write, and one connection check. The read tools include list_feedback, get_score, and get_campaign_report. The write tools include send_survey, reply_feedback, create_customer, and tag_feedback. Every write tool runs as a dry run first, auth is OAuth or a personal token (90-day default, 365-day maximum), and customer PII scopes are off until an admin enables them. Among the tools on this page, Retently is the only one where an agent can pull this week’s detractors and draft replies to them without a custom integration.

Pricing reality

Checked 28 October 2026, the published plans are Ecommerce Basic at $99/mo (2,500 surveys, 10 campaigns, 3 seats, no API) and Ecommerce Pro at $299/mo (20,000 surveys, 10 seats, API, MCP server, data-migration concierge). Annual billing takes 10% off. Both plans come with a 14-day trial and no card required. The MCP server and the API are Pro-only, so a team buying Retently for agent access starts at $299/mo, not $99.

B2B plans sit behind a toggle on the pricing page that shows no figures. Older third-party listings (Capterra) show tiers at $50, $179, and $359/mo. Treat those as stale and get a written quote. Salesforce is Enterprise-only. The two-way Salesforce sync, SAML SSO, named CSM, white-label sending, and data residency in the EU (Germany), US, or Australia all sit in a quote-only Enterprise tier. For a Salesforce-run CS team that tier is the real price.

Best for

A CS or support ops lead at a 20–500-person B2B SaaS company, or a DTC ecommerce brand, who is replacing Delighted or a homegrown NPS email and wants the score inside the helpdesk and CRM within a week. Worth the step up to Pro when someone will actually query feedback through Claude or wire the API into a health score. It is not the pick for a team that needs multi-question research surveys, panel sampling, or a CX program across branches and journeys. That is Qualtrics or Medallia territory, and Retently will feel thin there.

Versus the alternatives

• Qualtrics — the market-share leader and the path Delighted’s own sunset notice pushes you toward. It is quote-only, with a Vendr median near $30K/year. Pick it when you are funding an experience-management program with an owner and a budget line, not for one relationship-NPS survey.
• SurveyMonkey — the volume leader in general surveys. Team plans run from $30/user/mo, but Salesforce, SSO, and the API are Enterprise-only, at a median of about $16K/year. Pick it when the same license also has to cover market research and internal surveys.
• Simplesat — the fastest-moving rival for support-led programs. Starter is $149/mo ($119 annual, 300 responses, 5 users) and Pro is $299/mo ($249 annual, 1,000 responses, topic detection). Pick it when the survey fires on ticket close and lives inside Zendesk, Freshdesk, or Salesforce Service Cloud.
• Customer Thermometer — the cheapest like-for-like option, at $49/mo for 200 responses and $99/mo for 500, with unlimited users. Pick it for one metric at low volume when no agent will ever touch the data.
• AskNicely — quote-only. Pick it when the job is coaching frontline staff on each response, not reporting a score.
• The survey module in your CS platform — ChurnZero, Gainsight, and Vitally all collect NPS natively. If the score only feeds a health metric you already compute there, skip the standalone tool.

Watch-outs

• The headline price buys the wrong tier for B2B. The $99 and $299 plans are Ecommerce plans, and account-level scores come only with B2B plans. Guard: flip the pricing toggle to B2B and get a quote in writing that names company-level scoring, the API, and the MCP server as included, before the trial ends.
• An MCP write tool sends real email. send_survey and reply_feedback reach customers, so a loosely scoped agent prompt can survey an account mid-escalation. Guard: give the agent a personal token with the shortest expiry, keep PII scopes off, and require a human to confirm every dry-run result before it executes.
• The score series breaks at migration. A new tool changes the question wording, send timing, and throttling, and NPS moves with all three. Guard: copy your old question text exactly into the first two cycles and mark the cutover date on every chart.
• Small vendors in this category get absorbed or shut down. Retently’s own migration page notes that three SMB survey tools retired in the past 24 months. Guard: stay on monthly billing for the first year, and run a full CSV and API export during the trial so you know you can leave.