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https://dudodiprj2sv7.cloudfront.net/product-logos/J7/Xt/02EGLGJ8QZZB.PNGSimple Customer SurveysOur 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.,8,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.,SurveyMonkey, FluidSurveys and TINYpulse,Adobe Illustrator CC, Adobe Photoshop, Squarespace,Customer Surveys
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Delighted
2 Ratings
Score 7.0 out of 101
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Delighted Reviews

Delighted
2 Ratings
Score 7.0 out of 101
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Dave Becker profile photo
April 11, 2018

Delighted Review: "Simple Customer Surveys"

Score 8 out of 10
Vetted Review
Verified User
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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.
Read Dave Becker's full review

Delighted Scorecard Summary

Feature Scorecard Summary

Themes (1)
10
Custom logo/branding (1)
7
Response tracking (1)
9
Data export (1)
5
Standard reports (1)
8
Respondent restrictions (1)
9

About 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
Has featureOnline surveys
Does not have featurePaper surveys
Does not have featurePhone surveys
Does not have featureSurvey templates
Does not have featureSurvey library
Has featureThemes
Has featureCustom logo/branding
Has featureSingle page survey
Does not have featureProgression bar
Has featureResponsive design
Survey Content Features
Does not have featureMultimedia content
Does not have featureDrag-and-drop editor
Does not have featureChanges to live survey
Does not have featureQuestion bank
Does not have featureQuestion design help
Does not have featureMultiple question types
Does not have featureMatrix questions
Has featureTranslation/multi-lingual
Survey Logic Features
Does not have featureSurvey logic flexibility
Does not have featureResponse requirement/validation
Does not have featureSkip logic
Does not have featureConditional questions
Does not have featureQuestion branching
Does not have featurePiping logic
Does not have featureRandomization
Survey Reporting & Analytics Features
Has featureResponse tracking
Has featureData export
Has featureReal-time results
Has featureStandard reports
Does not have featureCustom reports
Does not have featureVisualizations
Does not have featureAnalytics
Survey Integrations Features
Has featureCRM Integration
Does not have featureSocial media integration
Has featureE-commerce integration
Does not have featureTestimonials widget
Survey Automation Features
Has featureNotifications and alerts
Has featureCalendar/scheduling
Does not have featureFollow-up emails
Survey Distribution Features
Has featureIn-tool invites
Has featureEmail distribution
Has featureCross-channel distribution
Has featureCustom survey URLs
Has featureEmbeddable surveys
Does not have featureSite intercept surveys
Does not have feature360 Degree feedback
Has featureAnonymous responses
Does not have featureVendor-offered crowdsourcing
Does not have featureUnlimited questions per survey
Does not have featureUnlimited responses per survey
Has featureRespondent restrictions
Survey Administration & Security Features
Has featureMultiple users
Does not have featureAccess controls
Does not have featureCompliance
Additional Features
Has featureStart getting feedback in 13 mins (from sign up to first response)
Has featureView NPS of entire customer base and customer segments
Has featureCustomer concierge
Has featureGather feedback via email, web, SMS

Delighted Screenshots

Delighted Integrations

Delighted Competitors

asknicely, promoter.io, Excel spreadsheet/manual processes

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No
EditionPricing 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

10% discount with annual payment. Contact the vendor at hello@delighted.com for custom pricing.

Delighted Customer Size Distribution

Consumers
%
Small Businesses (1-50 employees)
55%
Mid-Size Companies (51-500 employees)
40%
Enterprises (> 500 employees)
5%

Delighted Support Options

 Free VersionPaid Version
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Delighted Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Mobile Web
Supported Countries:Available globally
Supported Languages: French, Italian, German, Portuguese (Delighted supports 40 languages)