Delighted is a tool for gathering real time, actionable feedback from customers via email, web or SMS. Delighted uses the Net Promoter System to measure the customer journey, and takes care of aspects of the customer feedback process from collection and analysis, through notification and distribution. Delighted aims to be the single source to manage surveys for customers, partners, vendors and employees. This is to enable organizations of all sizes to create a customer-centric organization, …
$25
UserTesting
Score 8.1 out of 10
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UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business demands.
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Pricing
Delighted by Qualtrics
UserTesting
Editions & Modules
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
No answers on this topic
Offerings
Pricing Offerings
Delighted by Qualtrics
UserTesting
Free Trial
Yes
Yes
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.
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.
It's the best for A/B tests or tests where you need a broad audience. If you don't need a real niche audience (that you should recruit then rather yourself), then you can rely on UserTesting. It's good because it's so quick, almost instant, it takes about 10 minutes on average before I can start reviewing and documenting sessions.
Taking notes with video clips. I can take notes while I am watching a session and I can create clips of UX issues or bugs occurring. This really helps when I share them with other teams.
Exporting all your notes. I analyze all usability tests by exporting my notes from UserTesting. I wish I could bulk export multiple tests though.
Setting up demographics. This helps me reach out to users who are similar to our audience.
Setting up screeners. Some studies require specific audiences (using a specific tool etc.), by setting screeners I can make sure I reached the correct audience.
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.
The organization of the work spaces/dashboards could use some work.
I don't feel as supported as I used to from a customer success perspective. I used to have dedicated, go-to professionals to reach out to about my account who knew my project context, account history, etc. Recently we've been pushed into general support pools, and it doesn't feel like my account gets any personalized attention anymore.
I would like to see a more refined experience for collaborators - the test plans I share with them are plain text/hard to read.
Would be nice to be able to conduct focus groups using this tool.
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
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).
User Testing is very easy to use. You first select the profile of your participants. This is as simple as checking on checkboxes and creating some questions to target the right market and user. You may also just send the tests to your own customers with a simple link. After selecting your audience, you just need to drag and drop the tasks and set them up. You're always guided throughout the process and if you're missing something, the user testing platform will let you know. Really simple stuff.
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.
When we had issues or questions, it often took a long time to receive a response from the support team. This delayed our testing and caused frustration for our team.
Not helpful in our specific questions
When we did receive a response, it often did not fully address our specific questions or issues. This made it difficult to resolve problems or move forward with our testing.
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
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.
UserTesting allows for a quicker recruiting process for our studies. Additionally, UserTesting has more unmoderated research features and capabilities. I think that their payment model is also easier than UserInterviews. We typically user UserTesting for reaching our hard to reach segments and recruiting prospective users not already within our product user population.
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.
Cost savings of over $100K as we dont involve our research vendors as much as we used to do in the past
Better tested experience get out in the market quickly even when we don't have enough time available with our researchers; our designers who are well-trained on usertesting.com can test out quickly
