What users are saying about
10 Ratings
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Score 8.3 out of 100
402 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

Delighted

Delighted is best suited for organizations starting off with their Customer Experience journey. Off the bat, you want to start with a platform that's affordable and easy to set up. Once you've gotten the hang of running a Customer Experience program, you can move up to a more advanced platform like Qualtrics. Luckily, Qualtrics acquired Delighted a couple of years back so transitioning should be frictionless.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

If your business has a large customer base and you are struggling to understand the specific needs of each customer, you could greatly benefit from using Gainsight. It gives the business leader the leverage to understand the how and why, and provides the data to ensure customers are better off
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Delighted
7.6
Gainsight Customer Cloud
Themes
Delighted
6.8
Gainsight Customer Cloud
Custom logo/branding
Delighted
8.5
Gainsight Customer Cloud

Survey Reporting & Analytics

Delighted
8.6
Gainsight Customer Cloud
Response tracking
Delighted
7.9
Gainsight Customer Cloud
Data export
Delighted
9.5
Gainsight Customer Cloud
Standard reports
Delighted
8.3
Gainsight Customer Cloud

Survey Distribution

Delighted
6.0
Gainsight Customer Cloud
Respondent restrictions
Delighted
6.0
Gainsight Customer Cloud

Security

Delighted
Gainsight Customer Cloud
7.7
Role-based user permissions
Delighted
Gainsight Customer Cloud
7.7

Platform & Infrastructure

Delighted
Gainsight Customer Cloud
8.7
API
Delighted
Gainsight Customer Cloud
8.4
Integration with Salesforce.com
Delighted
Gainsight Customer Cloud
8.9
Integration with Marketo
Delighted
Gainsight Customer Cloud
8.7
Integration with Eloqua
Delighted
Gainsight Customer Cloud
8.6

Customer Data Extraction / Integration

Delighted
Gainsight Customer Cloud
8.4
Product usage
Delighted
Gainsight Customer Cloud
8.4
Help desk / support tickets
Delighted
Gainsight Customer Cloud
8.4

Customer Success Management

Delighted
Gainsight Customer Cloud
8.6
NPS surveys
Delighted
Gainsight Customer Cloud
8.3
Sponsor tracking
Delighted
Gainsight Customer Cloud
8.1
Customer profiles
Delighted
Gainsight Customer Cloud
8.6
Automated workflow
Delighted
Gainsight Customer Cloud
8.8
Internal collaboration
Delighted
Gainsight Customer Cloud
8.1
Customer health scoring
Delighted
Gainsight Customer Cloud
9.4
Customer segmentation
Delighted
Gainsight Customer Cloud
9.2

CSM Reporting & Analytics

Delighted
Gainsight Customer Cloud
9.2
Customer health trends
Delighted
Gainsight Customer Cloud
9.2
Engagement analytics
Delighted
Gainsight Customer Cloud
8.5
Revenue forecasting
Delighted
Gainsight Customer Cloud
9.4
Dashboards
Delighted
Gainsight Customer Cloud
9.4

Pros

Delighted

  • Simple and easy to use
  • Data exporting is always nice
Jesse Brightman | TrustRadius Reviewer

Gainsight Customer Cloud

  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
Anonymous | TrustRadius Reviewer

Cons

Delighted

  • Having the ability to add in additional questions (more of a survey) would be helpful.
  • I wish there was a way to ask questions that would categorize the areas in which we need to improve. ie. "this is related to_____" and then have a drop down with different departments.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Delighted

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.8
Based on 14 answers
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Anonymous | TrustRadius Reviewer

Usability

Delighted

Delighted 9.0
Based on 1 answer
We run surveys every single day and have the responses fed directly into our Slack instance. Everyone in the organization (not just CX) can view and resolve any issues customers bring up without needing for them to reach out to our Customer Support team. Truly, Delighted has made the organization more customer centric by delivering the feedback right where everyone is (no PowerPoint presentations required).
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 8.7
Based on 14 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 Customer Cloud

Gainsight Customer Cloud 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

Delighted 10.0
Based on 1 answer
I have nothing but good things to say about Delighted's Concierge team. They have been quick to respond and have been able to make a lot of our customization requests a reality. They're also very open to product requests and suggestions and have been quick in churning out new features ever so often.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Gainsight Customer Cloud 7.7
Based on 254 answers
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
Anonymous | TrustRadius Reviewer

Online Training

Delighted

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 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 Customer Cloud

Gainsight Customer Cloud 6.3
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

I chose Delighted because it offered an affordable price point to get started, yet with plenty of room to grow. We started with 2,500 contacts per month, which is more generous than competitors offer at a similar price. I also saw that Delighted could integrate with Salesforce and Intercom (plus API capabilities), so I knew we wouldn't outgrow Delighted quickly. Since Delighted has been acquired by Qualtrics, I expect that its capabilities will only increase.
Anonymous | TrustRadius Reviewer

Gainsight Customer Cloud

Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
Anonymous | TrustRadius Reviewer

Return on Investment

Delighted

  • Our organization is focused on providing outstanding customer service, and we use Delighted to survey our customers and find out how they feel we are doing. We have been able to identify problems and hiccups in our service from customer responses with Delighted, and have been able to correct and improve on those.
  • As I mentioned earlier, Delighted is on the expensive side, and we have explored cheaper options. But the ease of use for our customers, and the easy to digest reporting has kept us with Delighted.
Dave Becker | TrustRadius Reviewer

Gainsight Customer Cloud

  • We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
  • By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
  • Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
Anonymous | 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
  1. none
Additional Pricing Details
10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.

Gainsight Customer Cloud

General

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

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$2,5001
  1. Per Company Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Delighted
7.6
Gainsight Customer Cloud
8.4

Likelihood to Renew

Delighted
Gainsight Customer Cloud
6.8

Usability

Delighted
9.0
Gainsight Customer Cloud
8.7

Reliability and Availability

Delighted
Gainsight Customer Cloud
8.2

Performance

Delighted
Gainsight Customer Cloud
6.4

Support Rating

Delighted
10.0
Gainsight Customer Cloud
7.7

Online Training

Delighted
Gainsight Customer Cloud
5.5

Implementation Rating

Delighted
Gainsight Customer Cloud
6.3

Scalability

Delighted
Gainsight Customer Cloud
7.3

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