Delighted by Qualtrics vs. Smaply

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Delighted by Qualtrics
Score 8.3 out of 10
Small Businesses (1-50 employees)
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
Smaply
Score 6.7 out of 10
N/A
The Smaply app enables teams to digitize, centralize and standardize their customer experience insights. Teams can together work on journey maps, personas and stakeholder maps, collect feedback from others, and create professional exports. Its training program helps teams to understand and apply human-centered approaches.
$19
per month per user
Pricing
Delighted by QualtricsSmaply
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
Free
0 EUR
per month per user
Basic
19 EUR
per month per user
Pro
29 EUR
per month per user
Enterprise
Custom Pricing
Offerings
Pricing Offerings
Delighted by QualtricsSmaply
Free Trial
YesNo
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.
More Pricing Information
Community Pulse
Delighted by QualtricsSmaply
Top Pros

No answers on this topic

Top Cons

No answers on this topic

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Delighted by QualtricsSmaply
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Quadient Inspire
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Verint Voice of the Customer
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All AlternativesView all alternativesView all alternatives
User Ratings
Delighted by QualtricsSmaply
Likelihood to Recommend
9.0
(5 ratings)
8.0
(2 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Delighted by QualtricsSmaply
Likelihood to Recommend
Qualtrics
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.
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Smaply
The solution is suitable for complex journeys with many touchpoints.
The tool has the advantage of being easy to use.
On the other hand, I have not found any data import solutions avoiding re-entering all the data from Excel for example. It could save a lot of time. Indeed, for me, the tool is a tool for formalizing discoveries but other solutions can be used before
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Pros
Qualtrics
  • Simple and easy to use
  • Data exporting is always nice
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Smaply
  • User journey map
  • Personas templates
  • Stakeholder maps
  • Free online courses
Read full review
Cons
Qualtrics
  • 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.
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Smaply
  • Global look and feel
  • Export format
  • Text formating in sticky notes
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Usability
Qualtrics
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).
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Smaply
No answers on this topic
Support Rating
Qualtrics
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.
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Smaply
No answers on this topic
Alternatives Considered
Qualtrics
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.
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Smaply
It’s [easier] to deal with user journey and persons thanks to Smaply. Templates and already created and there is a lot of functionalities to make a complete journey map. It’s very intuitive and we can send it easily to our team. Stakeholder map is a feature that [not many software] have and that is very useful so I’m happy to have it in Smaply
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Return on Investment
Qualtrics
  • 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.
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Smaply
  • Time saving
  • Clarity for stakeholders
  • Sharing best practices
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ScreenShots

Delighted by Qualtrics Screenshots

Screenshot of See customer feedback at a glance; responsive for mobileScreenshot of Customer trends and saved feedback from different customer segmentsScreenshot of Gather feedback online or via SMSScreenshot of Gather feedback with just one click in via email

Smaply Screenshots

Screenshot of Airport Experience Example Journey Map in Smaply EditorScreenshot of Airport Experience Example Journey Map ExportScreenshot of Airport Experience Example Journey Map A4 ExportScreenshot of Persona EditorScreenshot of Persona ExportScreenshot of Stakeholder Map Editor