Delighted vs Formstack: the quick answer
Delighted wins this comparison with a 4.6/5 user rating versus Formstack’s 4.3/5. Delighted is the smarter choice for most teams, especially customer success teams running NPS, CSAT, and CES programs. Formstack works well in regulated industries that need HIPAA compliance, but Delighted delivers better value for general customer feedback with faster setup, cleaner reporting, and a free plan that covers 50 responses per month. Forever.
Where Delighted wins
Delighted gets you running feedback programs fast. Really fast. Its purpose-built design for NPS surveys means you can have a working system in minutes. This speed matters when customer success teams need to start measuring satisfaction immediately after product launches or service changes.
Budget-conscious teams love Delighted’s pricing. The free plan covers 50 responses monthly with no time limit. Paid plans start at $17 for 100 monthly responses. Formstack starts at $83. That’s 80% less for small-scale feedback collection.
Delighted’s trend reports don’t overwhelm you with complexity. Customer success managers can spot satisfaction drops across different segments without wading through enterprise analytics they don’t need. The interface prioritizes clarity over bells and whistles.
E-commerce businesses get native Shopify integration. This automatically triggers post-purchase feedback requests without the technical setup required with general-purpose form builders like Formstack.
Where Formstack wins
Healthcare, legal, and financial organizations need Formstack when HIPAA compliance isn’t optional. Formstack provides Business Associate Agreements and maintains the security infrastructure for protected health information. Delighted has zero HIPAA compliance.
Complex workflow requirements favor Formstack’s automation. When your surveys need approval routing, conditional notifications, or integration with existing business processes, Formstack handles these scenarios natively. Delighted’s simplicity becomes a limitation here.
Organizations collecting payments alongside survey responses find Formstack’s integrated payment processing valuable. Registration fees, membership dues, service payments—Formstack handles transactions within the same form. Delighted offers no payment functionality.
Formstack supports file uploads when respondents need to submit documents, images, or attachments. Legal intake forms, insurance claims, job applications often require this. Delighted doesn’t provide it.
Pricing compared
Delighted favors smaller operations with its free plan covering 50 monthly responses. Most small businesses running quarterly NPS surveys stay within this limit indefinitely. The $17 Starter plan doubles capacity to 100 responses while adding email distribution.
Formstack starts at $83 monthly for unlimited forms and 1,000 submissions. This higher entry point only makes sense when you need HIPAA compliance or complex workflows. For basic customer feedback, you’re paying nearly five times more than Delighted’s comparable tier.
The value equation shifts at higher volumes. Delighted’s Premium plan costs $224 for 1,000 monthly responses, while Formstack’s base plan provides the same capacity for $83. But this comparison misleads because the tools serve different purposes. Formstack’s plans include workflow automation, e-signatures, and compliance features that Delighted doesn’t attempt.
If you collect over 1,000 responses monthly and don’t need compliance features, Delighted becomes expensive relative to general survey tools. Formstack’s flat pricing handles volume spikes better.
Features that matter for this decision
HIPAA compliance creates the clearest split between these tools. Formstack provides Business Associate Agreements and maintains SOC 2 Type II certification. Delighted offers no healthcare compliance features. This single factor eliminates one tool before comparing anything else.
Logic branching separates simple feedback collection from complex data gathering. Delighted intentionally omits branching logic to maintain simplicity for NPS and CSAT surveys. Formstack includes full conditional logic, skip patterns, and dynamic question sequences. Choose based on whether your surveys require single questions or multi-step decision trees.
Integration depth varies significantly. Delighted focuses on customer success tools and includes native Shopify connectivity for e-commerce feedback. Formstack emphasizes healthcare systems and Salesforce integration for lead management workflows. Neither excels at broad integration coverage, but each serves its target market well.
Analytics complexity reflects each tool’s intended audience. Delighted provides trend visualization and response segmentation optimized for customer success metrics. Formstack offers standard reporting without specialized NPS trending or satisfaction benchmarking. Customer success teams find Delighted’s analytics more actionable.
Who should choose Delighted
Choose Delighted if you’re a customer success team, e-commerce business, or small company focused on measuring customer satisfaction through NPS, CSAT, or CES surveys. Delighted works best when you need fast setup, clean trend reporting, and don’t require complex workflows or regulatory compliance. Teams collecting under 100 responses monthly benefit from the free plan. The $17 Starter tier suits most growing businesses running regular satisfaction surveys.
Who should choose Formstack
Choose Formstack if you work in healthcare, legal, financial services, or another regulated industry where HIPAA compliance is required. Formstack also suits organizations needing complex workflows, payment collection, file uploads, or approval routing within their data collection process. The $83 starting price makes sense when compliance requirements or workflow automation justify the premium over simpler alternatives.
