Delighted by Qualtrics Reviews and Ratings

Rating: 8 out of 10

Score

8 out of 10

Community insights

TrustRadius Insights for Delighted by Qualtrics are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

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.

Reviews

5 Reviews

The easiest way to jumpstart your CX program

Rating: 9 out of 10

Incentivized

July 22, 2021

Use Cases and Deployment Scope

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.

Pros

Captures the answer while respondent is answering the survey; not after submitting the form
Tight integration with Slack
Easy and intuitive reporting module

Cons

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

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.

Verified User

Executive (201-500 employees)

Vetted Review

3 years of experience

Cheap option, get what you pay for

Rating: 1 out of 10

Incentivized

March 10, 2020

Use Cases and Deployment Scope

We used to use Delighted to run our entire NPS program.

Pros

Simple and easy to use
Data exporting is always nice

Cons

Data quality
Survey deliverability
Poor customer service

Likelihood to Recommend

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.

Jesse Brightman

Customer Success in Customer Service at Narvar (11-50 employees)

Vetted Review

2 years of experience

View profile

Easy to use, affordable and effective!

Rating: 8 out of 10

Incentivized

January 28, 2020

Use Cases and Deployment Scope

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.

Pros

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.

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.

Likelihood to Recommend

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.

Verified User

Employee in Customer Service (201-500 employees)

Vetted Review

1 year of experience

Easy to use, easy to customize, best customer service

Rating: 9 out of 10

Incentivized

January 16, 2019

Use Cases and Deployment Scope

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!

Pros

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!

Cons

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.

Likelihood to Recommend

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.

Verified User

Employee in Marketing (51-200 employees)

Vetted Review

1 year of experience

Simple Customer Surveys

Rating: 8 out of 10

Incentivized

April 11, 2018

Use Cases and Deployment Scope

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.

Pros

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.

Cons

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.

Likelihood to Recommend

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.

Dave Becker

Content Manager in Marketing at The Next Street (51-200 employees)

Vetted Review

2 years of experience

View profile