Skip to main content
Delighted by Qualtrics

Delighted by Qualtrics


What is Delighted by Qualtrics?

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…

Read more
Recent Reviews

TrustRadius Insights

Convenient self-categorization: Users appreciate that Delighted allows customers to easily categorize the reasons for their happiness or …
Continue reading
Read all reviews
Return to navigation


View all pricing

Survey 100 people/month



Survey 750 people/month



Survey 2500 people/month



Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visit


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
Return to navigation

Product Details

What is Delighted by Qualtrics?

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, 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 included in users' existing workflow. It is designed for ease of use and with features 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 by Qualtrics Features

  • Supported: 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 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

Delighted by Qualtrics Video

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

Delighted by Qualtrics Competitors

  • AskNicely
  • Excel spreadsheet/manual processes

Delighted by Qualtrics Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesAvailable globally
Supported LanguagesFrench, Italian, German, Portuguese (Delighted supports 40 languages)

Delighted by Qualtrics Customer Size Distribution

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


View all alternatives
Return to navigation

Reviews and Ratings


Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

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.

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.

Attribute Ratings


(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
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.
  • 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
Delighted is very intuitive and easy to setup. You won't need a ton of technical background to do so. True, that the customization in terms of themes could use more flexibility but if you're just starting with your CX journey, Delighted would be the perfect solution. The fact that they have most channels covered e.g. email, web, SDK, and even text really makes it easy to reach your customers (or any respondent in that matter) where they are.
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).
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
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.
  • 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.
I have been more impressed with the survey and follow-up responses within other platforms and demos we have had. In addition, the reporting capabilities and segmentation/customizations seem more robust in other platforms
Score 8 out of 10
Vetted Review
Verified User
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.
  • 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.
I have not used any other company like this from a business standpoint. I have, however, completed surveys that were provided through Qualtrics and I couldn't help but wish Delighted had those questions built in.
Score 9 out of 10
Vetted Review
Verified User
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 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.
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.
Intercom, Pardot, Slack
Dave Becker | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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.
  • 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.
Delighted is very easy to use, for both our organization and our customers. There was little, if any, learning curve to figure out how to use most of its features. On the customer end, it's as simple as opening your email and tapping a rating. This makes customers more likely to respond and provides us with more data to work with. Other survey services we have tried are not that simple and we have gotten a much better response rate with Delighted.
Return to navigation