Delighted

Delighted Reviews

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Ratings and Reviews
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Score 9 out of 10
Vetted Review
Verified User
Review Source
Delighted is used throughout the organization to proactively gather feedback from our customers. Having a B2B2C model, it's important for us to not only gauge sentiments from our customers but also from their customers as well. It has made the organization more customer-centric having this steady flow of feedback in our very own Slack instance. Being able to identify areas of opportunity as early as possbile helps us make sure we're providing a great experience to our customers.
  • Captures the answer while respondent is answering the survey; not after submitting the form
  • Tight integration with Slack
  • Easy and intuitive reporting module
  • I prefer if the Slack integration can be configured without having to email their concierge
  • More data to be fed to channels like Slack i.e. whatevers in the report module
  • Make it easier for links to expire; self-service customizations
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.
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.
Jesse Brightman | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
We used to use Delighted to run our entire NPS program.
  • Simple and easy to use
  • Data exporting is always nice
  • Data quality
  • Survey deliverability
  • Poor customer service
If you need a cheap solution and do not care too much about the data you are getting from your NPS program, then Delighted will do the trick. This does not seem to fit the needs of enterprise customers who want to go deep on data, segmentation, and quality feedback.
Score 8 out of 10
Vetted Review
Verified User
Review Source
We currently use Delighted in our Customer Success Department. We are able to send out our NPS surveys bi-weekly and receive feedback from our customers. This is extremely helpful as it gives us a report that includes promoters (scores 6 and above) and detractors (scores 5 and below). In addition to obtaining a score, the customer is able to leave helpful feedback in the comments.
  • Customizable - you can choose how often to have this go out.
  • You can add in a variety of buttons and change the questions that you want to have in the survey.
  • 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.
Delighted was a lifesaver and exactly what we needed when we started out. As our company continues to grow and we add new verticals, we are finding that we need more insight from our customers and Delighted is not as robust as some of the surveys we have seen from other companies like Qualtrics. I highly recommend for small to medium business who are most concerned with getting a rating on a scale of 1-10.
Dave Becker | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Our company uses Delighted across the whole organization. Our company goal is to provide outstanding customer service and we use the feedback and ratings from Delighted as our benchmark and score card. Upon completion of our services with a customer, we ask them to fill out the net promoter survey from Delighted. We are then able to see how we are doing, recognize trends, and identify any areas of concern.
  • Customers are sent a survey via email, and they can answer and respond to the survey without leaving their email client. By allowing customers to respond without leaving their email client, they are much more likely to respond and that gives us a better pool of responses.
  • The survey sent by Delighted is short, to the point, and easy to understand; On a scale of 1-10 how likely are you to recommend (your business) to a friend or family member? Customers can choose to leave either only a rating, or a rating and response. This makes it quick to answer, and customers can give as much or as little feedback as they want, making it more convenient for them and making it more likely that they will respond.
  • You can filter responses, so that you can view particular segments of responses. You can also highlight certain words to create trends which you can monitor. This allows you to see when certain words or phrases are repeated frequently, potentially helping you to identify a common issue.
  • There doesn't seem to be an app for Delighted (at least on iPhone), so you need to log in to the site from a web browser. A mobile app would save a step and could allow you to get push notifications, which would be helpful.
  • Setting up Delighted surveys through SMS has been difficult for us. It might just be our CRM or website, but we haven't been able to enable this yet.
  • The service seems a little pricey. You pay by the amount of surveys you want to send out per month. For such a simple survey and reporting system (and I mean that in a good way) I would think the price should be lower.
If your organization is truly concerned with customer feedback, and net promoter score specifically, Delighted is outstanding. Our organization is focused on customer service and we use Delighted as a way of measuring our performance. The service is on the expensive side, so it might not be feasible for smaller companies or organizations. There are probably less expensive options out there with similar features.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Delighted is used across our entire organization (managed by Marketing) to survey clients and generate our Net Promoter Score. This metric gives us valuable insight into how likely our clients are to promote our business, based on their experience with our product, customer support teams, and other factors. Our entire organization depends on this metric, facilitated by Delighted!
  • The user dashboard is exceptionally simple and easy to navigate.
  • The survey experience is sufficiently customizable but is mostly pre-configured and ready to use.
  • Customer support is remarkable. Very quick, thorough answers!
  • I would like to see more robust integrations with more software.
  • Reporting filters can’t be pre-configured or edited but instead, are based on column headers found in uploaded data. This can result in a messy dashboard.
  • Similarly, there are no usable options for reporting on date ranges, before/after dates, etc.
For a small or medium business, Delighted will do everything needed for providing insightful Net Promoter Score data. Larger enterprises with more product lines might encounter issues segmenting data to get helpful results (Then again, larger businesses might have the staff/resources to manage this tool better). Overall, Delighted is the first name I'd drop if asked about NPS software.

Delighted Scorecard Summary

Feature Scorecard Summary

Survey Format & Appearance (2)
77%
7.7
Themes (4)
68%
6.8
Custom logo/branding (5)
86%
8.6
Survey Reporting & Analytics (3)
87%
8.7
Response tracking (5)
83%
8.3
Data export (5)
96%
9.6
Standard reports (5)
83%
8.3
Survey Distribution (1)
60%
6.0
Respondent restrictions (4)
60%
6.0

What is Delighted?

Delighted is a tool for quickly and easily 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 all 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. According to the vendor, this enables organizations of all sizes to create a customer-centric organization, align customer needs with business growth, measure the customer voice over time and proactively reduce churn.

The vendor says users can start getting customer feedback in 13 minutes from first click, via email, web, or SMS; customers typically see a 30% response rate and 70% comment rate. Delighted integrates with popular business applications so that feedback can be seamlessly included in users' existing workflow. It is designed for ease of use and with a robust feature set to cater to both small businesses and well known brands. The vendor also offers 'concierge' support to help customers be successful with the platform.

Delighted Features

Survey Format & Appearance Features

  • Supported: Online surveys
  • Supported: Themes
  • Supported: Custom logo/branding
  • Supported: Single page survey
  • Supported: Responsive design

Survey Content Features

  • Supported: Translation/multi-lingual

Survey Reporting & Analytics Features

  • Supported: Response tracking
  • Supported: Data export
  • Supported: Real-time results
  • Supported: Standard reports

Survey Integrations Features

  • Supported: CRM Integration
  • Supported: E-commerce integration

Survey Automation Features

  • Supported: Notifications and alerts
  • Supported: Calendar/scheduling

Survey Distribution Features

  • Supported: In-tool invites
  • Supported: Email distribution
  • Supported: Cross-channel distribution
  • Supported: Custom survey URLs
  • Supported: Embeddable surveys
  • Supported: Anonymous responses
  • Supported: Respondent restrictions

Survey Administration & Security Features

  • Supported: Multiple users

Additional Features

  • Supported: Start getting feedback in 13 mins (from sign up to first response)
  • Supported: View NPS of entire customer base and customer segments
  • Supported: Customer concierge
  • Supported: Gather feedback via email, web, SMS

Delighted Screenshots

See customer feedback at a glance; responsive for mobileCustomer trends let you save feedback from different customer segmentsGather feedback online or via SMSGather feedback with just one click in via email

Delighted Video

Andy Dunn, CEO Bonobos, reveals how Delighted gives Bonobos direct access to customer feedback.

Delighted Integrations

Delighted Competitors

  • asknicely
  • promoter.io
  • Excel spreadsheet/manual processes

Delighted Pricing

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
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

Delighted Customer Size Distribution

Consumers0%
Small Businesses (1-50 employees)55%
Mid-Size Companies (51-500 employees)40%
Enterprises (more than 500 employees)5%

Delighted Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAvailable globally
Supported LanguagesFrench, Italian, German, Portuguese (Delighted supports 40 languages)

Frequently Asked Questions

What is Delighted's best feature?

Reviewers rate Data export highest, with a score of 9.6.

Who uses Delighted?

The most common users of Delighted are from Mid-size Companies and the Internet industry.