What users are saying about
6 Ratings
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Top Rated
379 Ratings
6 Ratings
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Score 6.7 out of 100

Gainsight

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Top Rated
379 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Likelihood to Recommend

Delighted

If you need a cheap solution and do not care too much about the data you are getting from your NPS program, then Delighted will do the trick. This does not seem to fit the needs of enterprise customers who want to go deep on data, segmentation, and quality feedback.
Jesse Brightman | TrustRadius Reviewer

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Delighted
7.1
Gainsight
Themes
Delighted
6.4
Gainsight
Custom logo/branding
Delighted
7.8
Gainsight

Survey Reporting & Analytics

Delighted
7.8
Gainsight
Response tracking
Delighted
6.0
Gainsight
Data export
Delighted
8.8
Gainsight
Standard reports
Delighted
8.6
Gainsight

Survey Distribution

Delighted
7.0
Gainsight
Respondent restrictions
Delighted
7.0
Gainsight

Security

Delighted
Gainsight
8.4
Role-based user permissions
Delighted
Gainsight
8.4

Platform & Infrastructure

Delighted
Gainsight
7.8
API
Delighted
Gainsight
8.5
Integration with Salesforce.com
Delighted
Gainsight
8.2
Integration with Marketo
Delighted
Gainsight
7.3
Integration with Eloqua
Delighted
Gainsight
7.2

Customer Data Extraction / Integration

Delighted
Gainsight
8.6
Product usage
Delighted
Gainsight
8.6
Help desk / support tickets
Delighted
Gainsight
8.6

Customer Success Management

Delighted
Gainsight
8.4
NPS surveys
Delighted
Gainsight
8.6
Sponsor tracking
Delighted
Gainsight
7.2
Customer profiles
Delighted
Gainsight
8.7
Automated workflow
Delighted
Gainsight
8.4
Internal collaboration
Delighted
Gainsight
8.2
Customer health scoring
Delighted
Gainsight
9.0
Customer segmentation
Delighted
Gainsight
8.7

CSM Reporting & Analytics

Delighted
Gainsight
8.8
Customer health trends
Delighted
Gainsight
8.9
Engagement analytics
Delighted
Gainsight
8.9
Revenue forecasting
Delighted
Gainsight
8.7
Dashboards
Delighted
Gainsight
8.8

Pros

Delighted

  • Customizable - you can choose how often to have this go out.
  • You can add in a variety of buttons and change the questions that you want to have in the survey.
Anonymous | TrustRadius Reviewer

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel | TrustRadius Reviewer

Cons

Delighted

  • I would like to see more robust integrations with more software.
  • Reporting filters can’t be pre-configured or edited but instead, are based on column headers found in uploaded data. This can result in a messy dashboard.
  • Similarly, there are no usable options for reporting on date ranges, before/after dates, etc.
Anonymous | TrustRadius Reviewer

Gainsight

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson | TrustRadius Reviewer

Likelihood to Renew

Delighted

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.7
Based on 14 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno | TrustRadius Reviewer

Usability

Delighted

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 7.1
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Performance

Delighted

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
Based on 2 answers
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen | TrustRadius Reviewer

Support Rating

Delighted

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 8.0
Based on 252 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop | TrustRadius Reviewer

Online Training

Delighted

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen | TrustRadius Reviewer

Implementation Rating

Delighted

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.5
Based on 12 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

Delighted

Delighted is very easy to use, for both our organization and our customers. There was little, if any, learning curve to figure out how to use most of its features. On the customer end, it's as simple as opening your email and tapping a rating. This makes customers more likely to respond and provides us with more data to work with. Other survey services we have tried are not that simple and we have gotten a much better response rate with Delighted.
Dave Becker | TrustRadius Reviewer

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez | TrustRadius Reviewer

Return on Investment

Delighted

  • Negative ROI - this cost myself and my team way too much time, effort, and energy to ensure we were getting the right data. We make too many business decisions and customer communications based on our customer feedback programs, and data cleanliness - or lackthereof- truly made this a tough buy.
Jesse Brightman | TrustRadius Reviewer

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker | TrustRadius Reviewer

Screenshots

Pricing Details

Delighted

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Delighted Editions & Modules

Edition
Survey 100 people/month$25
Survey 750 people/month$49
Survey 2500 people/month$99
Survey 5000 people/month$149
Survey 10,000 people/month$249
    Additional Pricing Details
    10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.

    Gainsight

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Required

    Gainsight Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    Delighted
    5.4
    Gainsight
    8.7

    Likelihood to Renew

    Delighted
    Gainsight
    7.7

    Usability

    Delighted
    Gainsight
    7.1

    Reliability and Availability

    Delighted
    Gainsight
    8.2

    Performance

    Delighted
    Gainsight
    6.4

    Support Rating

    Delighted
    Gainsight
    8.0

    Online Training

    Delighted
    Gainsight
    5.5

    Implementation Rating

    Delighted
    Gainsight
    6.5

    Scalability

    Delighted
    Gainsight
    7.3

    Add comparison