Name: Bonobos + Delighted
Uploaded: 2014-10-07T15:47:46.000Z
Duration: 2 min 20 s
Description: Andy Dunn, CEO Bonobos, reveals how Delighted gives Bonobos direct access to customer feedback.

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### Reporting and Analytics
While some users appreciate the customization and visual appeal of Delighted by Qualtrics's reporting tools, others express a desire for more advanced features in the analytics area. The platform's ability to provide insights, NPS scores, and agent performance metrics is noted positively, yet some users find limitations in editing custom attributes post-survey completion and generating personalized survey links. The sentiment overall leans towards a mixed review of Delighted by Qualtrics's reporting and analytics functionalities, with users highlighting both strengths and areas for improvement.

### Integration Capabilities
Users appreciate the simplicity of setting up integrations with Delighted by Qualtrics, particularly highlighting the ease of incorporating NPS surveys into their products with minimal coding effort. The Slack integration feature is also commended for facilitating efficient communication and collaboration within teams. However, some users have expressed concerns about not being promptly notified when certain native integrations were not functioning correctly. Despite this, the general consensus leans towards positive feedback regarding the integration capabilities of Delighted by Qualtrics.

### Customer Experience
Users also appreciate Delighted by Qualtrics's user-friendly interface for sending out multiple surveys simultaneously and tracking NPS scores efficiently. The platform's ease of integration and the ability to gather direct feedback from customers have been key factors in enhancing the overall customer experience. Additionally, the tool's flexibility in targeting different customer groups has been well-received, allowing businesses to tailor their approach based on specific feedback received.

### Customer Support
User sentiment about Delighted by Qualtrics's customer support capabilities is a mix of positive and negative feedback. While some users appreciate the ability to self-categorize feedback and the integration with TrustPilot, others express dissatisfaction with the support team's responsiveness and the lack of direct response functionality within the tool. Additionally, users find it challenging to manage contact lists and customize survey links, impacting their ability to provide personalized support efficiently. Despite some drawbacks, users highlight the positive experience with Delighted's support team, emphasizing its effectiveness in addressing customer needs.

Users have provided several recommendations for Delighted based on their experiences with the platform. 

1. Many users highly recommend Delighted for its simplicity and ease of use. They find it to be a great tool, especially for small businesses or those who are new to tracking Net Promoter Score (NPS) or Customer Satisfaction (CSAT) scores. Users appreciate the simple user dashboard and interface that allows them to focus on what matters without unnecessary features.

2. The support team at Delighted has received excellent feedback from users. Many users highly praise the support team for their responsiveness and helpfulness. They recommend taking advantage of Delighted's customer success team and suggest seeking help whenever needed.

3. Users often recommend leveraging the integration capabilities of Delighted, particularly with tools like Zapier. By using Zapier, users can add flexibility to their surveys by connecting them with other applications or automating certain tasks. This integration can enhance the functionality and usefulness of Delighted for users.

Overall, users suggest considering Delighted if you have a small product or customer base and do not need advanced analytics yet. They appreciate the continuous innovation by Delighted in terms of colorful surveys and an easy-to-navigate dashboard. Additionally, users suggest starting with email surveys and gradually exploring other features as they get comfortable with the platform.

Convenient self-categorization: Users appreciate that Delighted allows customers to easily categorize the reasons for their happiness or unhappiness, making it easier for the support team to address any potential issues. This feature has been praised by multiple reviewers.

User-friendly drag and drop interface: The drag and drop interface of Delighted is highly praised for being user-friendly and easy to use. This is in contrast to previous survey tools like Google Surveys, which had a horrible interface that made it time-consuming to design and deploy surveys. Many users have expressed their satisfaction with this intuitive feature.

Intuitiveness for NPS surveys: The intuitiveness of Delighted's platform is highly valued, especially in terms of NPS surveys. Users find it easy to demo surveys to stakeholders and filter metrics to analyze responses and delete test responses if needed. This standout feature has received positive feedback from several reviewers.

Difficult to snapshot clear picture in reporting: Several users have found it difficult to capture a clear picture in the reporting section due to previous edits sitting in the way, as mentioned by multiple reviewers. This has hindered their ability to obtain accurate and comprehensive insights from the reports.

Occasional downtime reflects poorly on businesses: Users have experienced occasional downtime with the platform, which has had a negative impact on their businesses. This interruption in service not only disrupts their operations but also reflects poorly on their reputation.

Customizing web survey display is not user-friendly: Users have expressed that customizing where web surveys are displayed within the app is not easy to manage. They have faced challenges in adjusting and configuring the placement of surveys, indicating a need for more intuitive and user-friendly customization options.

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<div><b><u><a rel="nofollownoopener" target="_blank" href="https://www.qualtrics.com/experience-management/?utm_source=trustradius">THE EXPERIENCE MANAGEMENT PLATFORM </a></u></b></div><div><br></div><div>More than 9,000 of the world’s best brands rely on Qualtrics to power their most critical business decisions. <a rel="nofollownoopener" target="_blank" href="https://www.qualtrics.com/research-core/?utm_source=trustradius">Qualtrics Research Core</a> is an enterprise-grade online survey platform designed to: </div><div><br></div><div>- <b>Make sophisticated research simple</b>. Qualtrics combines powerful features like 100+ question types and robust logic with ease of use to make complex research easier than ever.  </div><div>- <b>Leverage AI to make better decisions.</b> With advanced survey methodology checks, topic and sentiment text analysis, and built-in statistical expertise - transforming your data into actionable insights has never been easier. No Ph.D. required.  </div><div>- <b>Research without Risks.</b> Enterprise-level security,  governance, compliance, and data handling features mean you can protect your most sensitive data and easily adhere to global security laws like GDPR. </div><div>- <b>Automated &amp; Scalable.</b> Leverage built-in integrations and powerful APIs to fit Qualtrics into your business workflows, so you can get to insights faster and drive better business outcomes.</div>

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

Bonobos + Delighted

We recently took a closer look at how Bonobos uses Delighted to stay true to their mission of being "the most loved clothing company of all time." Read the full profile at https://delighted.com/customers/bonobos

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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

Negative ROI - this cost myself and my team way too much time, effort, and energy to ensure we were getting the right data. We make too many business decisions and customer communications based on our customer feedback programs, and data cleanliness - or lackthereof- truly made this a tough buy.

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

Has clear impact on sign ups and acquisition as we address problems right before they blow up in social media
Retention has gone up after proactively surveying existing customers
We've also used delighted to get more Google reviews which has helped in acquisition efforts

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.

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.

Adobe Illustrator CC, Adobe Photoshop, Squarespace

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.

It has had a positive impact on our customer satisfaction overall. Once we receive a score that is 5 or below, we reach out to address their concerns and find areas to improve their experience with our product.
When we receive a favorable rating, it gives us the opportunity to touch base with those customers to see what they are enjoying most or doing effectively.

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.

Delighted increased visibility of our Net Promoter Score immediately. Huge win for the whole company.
A little expensive to get the advanced integrations we need.
The Slack integration helps key stakeholders stay informed about survey results in real time.

Delighted by Qualtrics

Overview

What is Delighted by Qualtrics?