Likelihood to Recommend 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.
Read full review Typeform is definitely a leader in the online survey space and that's for a reason. Between logic mapping and the ease of use for the end user, it's a solid app. The unfortunate thing, however, is the price tag--particularly considering the protection you receive from bots. Typeform only allows a certain number of responses at certain package levels, ie: the lowest level, you get a very limited number of responses but in order to receive more responses before your survey is locked, you must upgrade. This is what ultimately lead us to cancel with them. When you post a survey on Typeform, that survey is automatically posted publicly on their website--making it widely available to bots. Typeform offers no easy form of protection like a standardized captcha that you can add to the survey in order to filter bots out. Instead, there are several "work arounds" that they advise users to do that have very limited degrees of success. A quick online search shows that Typeform knows this is clearly an issue, yet they have yet to build in a bot-prevention feature. Since their plan prices vary by number of responses, it seems that they have no incentive to limit the amount of bots filling out surveys I believe. Ultimately, we canceled because, although the app is powerful, it just seemed like their business practices were unethical in my opinion.
Read full review Pros Simple and easy to use Data exporting is always nice Read full review The calculator tool allows you to use numerical formulas to create logic within your form for specific behavior. Compatible with modern web browsers for both building a form and publishing, allowing it to work and look good on any device. Integration with products like Zapier allow you to use it as part of a larger automation in your company. Visually pleasing designs with use of themes, images and video to match your branding. Read full review Cons 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. Read full review The pricing structure is a little steep, especially for the Pro+ plan. It would be nice if they had an a la carte option because there are some features we are paying for that we will never use. When creating forms, sometimes the cursor will inexplicably leave the field you are typing in and leave you with incomplete sentences. Even though we are paying for our use, we still have the Typeform branding on our forms, which I think should be removed once you upgrade from the basic plan. Read full review Likelihood to Renew We have had such success with Typeform, and it has been able to exceed our expectations for the range of products it offers
Read full review Usability 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).
Read full review The overall usability of Typeform is extremely easy and self explanatory. It was quick and simple to learn how to create surveys with the templates and how to add and customize the type of answers or questions you ask. It is very easy to pull the data from the survey results, where the data is broken down and has nice graphs.
Read full review Support Rating 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.
Read full review Typeform has a great help section that ranges from first steps, making a form, and question types to results and account and profile settings. The tutorials are short and concisely cover what you need to get going within a couple of minutes. I think the community is also a plus, as one can ask questions about more complex outcomes or if one gets stuck with a particularly unique form creation scenario.
Read full review Alternatives Considered 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.
Read full review When looking for a feature rich & flexible / customizable solution, Typeform beats out everyone. However, for specific use cases (like NPS),
AskNicely is a clear winner in terms of features, but is much too expensive. Typeform is also fun to use, especially compared to
Wufoo which seems so out of date
Read full review Return on Investment 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. Read full review Typeform has helped guide our Customer Success, Product, and Marketing teams in strategizing how to engage with customers better, and it has also given us a quick and easy way to do so! By collecting feedback and being able to share it across internal teams, we can coordinate our efforts to build our customers a better tool. Typeform has proved to be an elegant solution to one of our earlier vexing problems (previous survey tools that looked annoying, had extremely limited branding options/were not customizable, and didn't integrate well with the rest of our tool set) while not breaking the bank for us - it's a very reasonable price point and does WAY more than the previous tools we were paying just as much for. Read full review ScreenShots Delighted by Qualtrics Screenshots