What users are saying about
9 Ratings
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Score 8 out of 100
24 Ratings
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Score 9 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

GetFeedback, by SurveyMonkey

The Salesforce integration is fantastic. I have seen it evolve over the years and it is clear there is some considered investment going on here. In its first guise, the integration was fine at pushing survey response data to objects of your choosing. More recently, the integration has introduced a managed package, which has brought a really flexible object structure to what GetFeedback, by SurveyMonkey writes to. In a nutshell, you get a Survey -> Response -> Answer three tiered structure, meaning that you don't have to configure every time you mix up your survey design to b more complex. Finally, the forthcoming managed package is now being updated to bring a nice home page with it, with some nice top down analytics. This is great stuff and brings a lot of hope for the future of the platform. That Salesforce use it as their preferred surveying platform over their own on platform one is telling.
Simon Whight | TrustRadius Reviewer

Feature Rating Comparison

Survey Format & Appearance

Delighted
7.5
GetFeedback, by SurveyMonkey
9.0
Themes
Delighted
6.7
GetFeedback, by SurveyMonkey
9.0
Custom logo/branding
Delighted
8.3
GetFeedback, by SurveyMonkey
9.0
Survey templates
Delighted
GetFeedback, by SurveyMonkey
9.0

Survey Reporting & Analytics

Delighted
8.4
GetFeedback, by SurveyMonkey
9.0
Response tracking
Delighted
7.4
GetFeedback, by SurveyMonkey
9.5
Data export
Delighted
9.4
GetFeedback, by SurveyMonkey
9.5
Standard reports
Delighted
8.5
GetFeedback, by SurveyMonkey
9.0
Custom reports
Delighted
GetFeedback, by SurveyMonkey
8.5
Analytics
Delighted
GetFeedback, by SurveyMonkey
8.5

Survey Distribution

Delighted
6.0
GetFeedback, by SurveyMonkey
7.8
Respondent restrictions
Delighted
6.0
GetFeedback, by SurveyMonkey
7.5
Vendor-offered crowdsourcing
Delighted
GetFeedback, by SurveyMonkey
8.0

Survey Content

Delighted
GetFeedback, by SurveyMonkey
9.5
Changes to live survey
Delighted
GetFeedback, by SurveyMonkey
9.5
Question design help
Delighted
GetFeedback, by SurveyMonkey
9.5
Multiple question types
Delighted
GetFeedback, by SurveyMonkey
9.5

Survey Logic

Delighted
GetFeedback, by SurveyMonkey
9.5
Survey logic flexibility
Delighted
GetFeedback, by SurveyMonkey
9.5

Survey Administration & Security

Delighted
GetFeedback, by SurveyMonkey
9.8
Access controls
Delighted
GetFeedback, by SurveyMonkey
9.5
Compliance
Delighted
GetFeedback, by SurveyMonkey
10.0

Pros

Delighted

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

GetFeedback, by SurveyMonkey

  • Embed survey responses into an email to allow for easier data capture from customers.
  • Automatically creates GetFeedback records in SFDC, which allows for greater visibility and better integration of reporting. This also drives a number of calls to action with internal teams via SFDC workflows and Gainsight.
  • Very customizable look and feel of the survey to stay on corporate brand.
  • Intuitive user interface.
Scott Superko | 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

GetFeedback, by SurveyMonkey

  • The only real challenge I've encountered is that they don't have a simple way to use a defined drop-down list that is in our CRM.
  • I wish I could get a custom icon for ratings vs. just stars, hearts, circles or numbers. That was not a deal breaker, but it would be kind of cool to have.
  • The process of creating a URL (distributing a Salesforce Aware Survey) to embed in an email template is a little complicated and takes some practice, especially for a novice admin that, at the time, didn't have much experience in adding modifiers and merge fields.
Karol Clark | TrustRadius Reviewer

Likelihood to Renew

Delighted

No score
No answers yet
No answers on this topic

GetFeedback, by SurveyMonkey

GetFeedback, by SurveyMonkey 10.0
Based on 2 answers
I'll keep this running forever!
Simon Whight | 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

GetFeedback, by SurveyMonkey

GetFeedback, by SurveyMonkey 9.5
Based on 2 answers
A great tool to use for all levels and experiences in any organization. Price to ROI is [well] worth it. The data is easily shared and read, but there are limitations to compiling data [from] multiple surveys - you cant merge data from multiple surveys to create a new answer set.
Chase Zhang | 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

GetFeedback, by SurveyMonkey

GetFeedback, by SurveyMonkey 8.5
Based on 4 answers
Great support for easy questions and concerns, reps are fast to reply to support cases, and calling in usually is an average 10-15 minute wait time. But when the issue is complicated or complex, getting an answer takes longer or usually never solved. The problems and issues solved can range from satisfied to [leave] you with other questions.
Chase Zhang | 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

GetFeedback, by SurveyMonkey

GetFeedback has a professional appearance and dynamic content UI that is more trustworthy than other solutions. Additionally, the transitions and branding of GetFeedback are user-friendly on any device making survey response easy to manage. Finally, Salesforce integration is made not only easy but encouraged with a comprehensive ability to customize survey content.
Nathan Baker | 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

GetFeedback, by SurveyMonkey

  • Seeing the customer journey is a major positive and how they have developed our relationship over time
  • It does make things a little crowded in the Salesforce object, making things more time-consuming, but this is something that gets better once you become more knowledgeable
  • We needed to see what we were doing right and wrong in our products and without this tool, there would be no way we could do that.
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
    Additional Pricing Details
    10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.

    GetFeedback, by SurveyMonkey

    General

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

    GetFeedback, by SurveyMonkey Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    Delighted
    6.9
    GetFeedback, by SurveyMonkey
    9.0

    Likelihood to Renew

    Delighted
    GetFeedback, by SurveyMonkey
    10.0

    Usability

    Delighted
    9.0
    GetFeedback, by SurveyMonkey
    9.5

    Support Rating

    Delighted
    10.0
    GetFeedback, by SurveyMonkey
    8.5

    Add comparison