Delighted Review

Overview

Delighted focuses exclusively on Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys. That’s it. No general-purpose surveys, no complex questionnaires—just customer experience metrics done right.

This laser focus shows. Setup takes minutes instead of hours. The reporting interface is clean. Everything is optimized for one thing: measuring how customers feel about your product or service. Qualtrics bought them in 2018, which brought enterprise infrastructure but may have slowed independent innovation.

What makes Delighted different is their opinionated approach. You can’t build elaborate multi-step surveys here, and honestly, that’s the point. You get pre-built survey types that follow established research practices, automated distribution across channels, and reporting designed specifically for satisfaction trends over time.

Who is Delighted best for?

Small to medium customer success teams running regular NPS programs will love this. If you have 50 to 1,000 customers and need consistent feedback without hiring research specialists, Delighted makes sense. SaaS companies and e-commerce businesses with Shopify stores particularly benefit from the streamlined approach.

Customer support teams managing ongoing satisfaction measurement also fit well here. But marketing teams doing diverse research? Look elsewhere. Product managers who need complex user research will find it too restrictive. HR teams considering employee satisfaction surveys will hit walls quickly—Delighted lacks the anonymity controls and demographic segmentation that internal feedback programs require.

Delighted pricing

The free plan gives you 1 survey type and 50 responses monthly. That’s fine for testing but useless for real feedback programs. The Starter plan at $17 monthly bumps you to 100 responses and adds email distribution—workable for small customer bases.

Then comes the pricing cliff. Premium jumps to $224 monthly for 1,000 responses across all channels. That’s a brutal gap for growing teams. You’re either stuck at 100 responses or paying $224. No middle ground means you’ll either outgrow the cheap plan fast or pause your feedback program when you hit limits.

Key features

The survey builder eliminates decision paralysis by giving you pre-configured NPS, CSAT, and CES templates. Pick your type, customize the follow-up question, configure distribution. Done. Setup really does take minutes, but you cannot deviate from standard formats or add complex fields.

Logic and branching? Minimal. Delighted shows follow-up questions based on ratings but won’t do conditional paths or complex skip logic. This keeps surveys simple but prevents deeper segmentation or personalized flows based on customer data.

Template library doesn’t exist because the survey types are essentially built-in templates. Integration works well though—API access plus native connections to Shopify, Slack, and major CRM platforms make it easy to trigger surveys or sync response data.

Analytics center on trend visualization rather than statistical analysis. You get satisfaction scores over time, response distribution, and basic filtering by segments or channels. Mobile works well for respondents, but you need desktop for real analysis.

Where Delighted falls short

The singular focus becomes a limitation when your feedback needs evolve. Want to understand why satisfaction scores dropped? Need follow-up research beyond basic ratings? You’re stuck. No matrix questions, file uploads, or multi-page flows that might provide deeper insights.

Integration with broader research workflows gets messy since Delighted operates independently from other survey tools. Teams using multiple platforms for different research needs end up managing separate data streams and potentially conflicting insights.

The Qualtrics ownership adds uncertainty. Feature development may prioritize integration with enterprise Qualtrics tools rather than improvements that help smaller teams.

Delighted alternatives

SurveyMonkey gives you better value if you need both customer feedback and general survey capabilities. While it lacks Delighted’s NPS optimization, it offers more flexibility for follow-up research and costs less at comparable response volumes.

Typeform delivers superior survey design and conversational interfaces that boost response rates compared to Delighted’s standard rating scales. Teams prioritizing engagement and visual design will prefer Typeform’s customization options, especially for younger customer segments expecting interactive experiences.

Google Forms eliminates subscription costs entirely while handling basic NPS and satisfaction measurement through custom setup. You lose automated trend reporting and need more manual work, but teams with tight budgets or infrequent feedback collection can achieve similar results.

Our verdict

Delighted earns 4.6/5 for teams with specific NPS and customer satisfaction needs who value speed over flexibility. Customer success teams running regular satisfaction programs will appreciate the streamlined approach, and the free plan offers a reasonable test drive for small teams. But if you need diverse survey capabilities or complex customer research, invest in more flexible platforms—even if setup takes longer.