Delighted is a self-serve customer feedback platform from Qualtrics that makes it trivially easy to launch NPS, CSAT, and CES survey programmes. Teams can send their first survey in under 5 minutes — without the complexity or cost of enterprise feedback platforms — and get beautiful, actionable reports immediately.
Product Overview
Delighted's philosophy is radical simplicity: a single question, sent at the right moment, with automatic follow-up. Its email, SMS, and in-app delivery channels reach customers wherever they are, and the automated follow-up sequence asks detractors what went wrong and promoters for testimonials — closing the feedback loop without manual intervention. Autopilot scheduling sends surveys at configured intervals, ensuring a continuous stream of fresh signals without one-time campaign effort.
Key Features
- Multi-Metric Surveys: Send NPS, CSAT, CES, 5-star, smiley-face, or custom surveys — choose the metric that fits each touchpoint.
- Multi-Channel Delivery: Send surveys via email, SMS, in-app embed, web intercept, or Kiosk — meet customers where they are.
- Autopilot: Automated survey scheduling that sends to customers at configured intervals without manual campaign management.
- Trends & Alerts: Real-time dashboard showing score trends, response volume, and keyword sentiment — with Slack and email alerts.
- Testimonials: Automatically identify and request permission to use positive responses as public testimonials.
Best For
Customer success, product, and RevOps teams at SaaS companies that want a fast, no-frills NPS or CSAT programme without enterprise complexity or budget.
Pricing
Free plan (1 survey, 1,000 responses/month). Premium at $224/month; Premium Plus at $449/month; Enterprise custom. Annual discounts available.
Key Integrations
Salesforce, HubSpot, Slack, Intercom, Zapier, Segment, Klaviyo, Zendesk
Pros
- Live in 5 minutes — fastest setup in the category
- Autopilot removes ongoing manual effort
- Beautiful, clean reporting dashboard
- Testimonial collection is a unique feature
Cons
- Limited to feedback surveys — no broader experience management capabilities
- Reporting less deep than Qualtrics
- Per-response pricing can add up at high volume
RevOps Jobs-to-Be-Done
- Automated NPS program for CS teams — CS Ops deploys Delighted to send NPS surveys automatically at defined moments in the customer lifecycle (30-day, 90-day, annual renewal) — with all responses visible in a live dashboard and synced to CRM. KPI: Run a continuous NPS program across all customers with zero manual survey effort
- Detractor alert and response workflow — Delighted sends real-time Slack alerts when detractors respond — enabling CSMs to reach out within hours of a negative score, before churn decisions are made. KPI: Reduce churn from detractors by 25% with real-time alert-triggered outreach
- Multi-channel CSAT measurement — RevOps deploys CSAT surveys across support tickets, onboarding calls, and product interactions — tracking satisfaction by touchpoint to identify the weakest links in the customer journey. KPI: Identify the support or onboarding touchpoint driving the lowest CSAT scores
How It Fits Your Stack
Primary system of record: Salesforce or HubSpot
Key integrations: Salesforce, HubSpot, Slack, Intercom, Zendesk, Stripe, Zapier
Data flows: Delighted sends surveys triggered by CRM events, email, or API. Survey responses (scores + comments) sync back to Salesforce or HubSpot contact records. Negative score alerts push to Slack. Aggregated scores appear in Delighted dashboards or export to your BI tool.
Security & Compliance
- SSO / SAML: Yes (SAML 2.0 on Business and Enterprise plans)
- RBAC / permissions: Yes
- Audit logs: No
- Certifications: SOC 2 Type II, GDPR
- Data residency: US
Implementation & Ownership
- Time to first value: Under 1 hour — connect CRM, configure triggers, launch survey
- Implementation complexity: Low
- Typical owners: CS Operations, CX Manager, RevOps
Fastest time-to-value NPS tool in the market. Shopify, Stripe, and Intercom native integrations mean many setups require zero CRM integration work.
Proof & Buyer Signals
Ratings: 4.7/5 on G2 (600+ reviews)
What buyers praise:
- Fastest setup for running a continuous NPS program
- Real-time detractor alerts are the standout feature for CS teams
- Clean, digestible reporting dashboard for exec-level reporting
Common complaints:
- Limited to NPS/CSAT/CES — not a general survey tool
- Advanced segmentation and reporting requires export to BI
Often Compared With
- Typeform — Choose Typeform for fully customizable conversational surveys; choose Delighted for the fastest NPS/CSAT program setup with best-in-class real-time alerting.
- SurveyMonkey — Choose SurveyMonkey for broader research survey capabilities; choose Delighted for a dedicated, opinionated NPS/CSAT program with automated workflows.
- Qualtrics — Choose Qualtrics for enterprise-scale XM programs with advanced analytics; choose Delighted for fast, self-serve NPS without enterprise complexity or cost.
