Delighted

RATING:

4.9

(47)

About Delighted

Delighted is a cloud-based customer experience (CX) management solution designed to help small to large enterprises gather and analyze customer feedback by conducting surveys across multiple platforms. Users can evaluate customer satisfaction through Net Promoter Score (NPS), CSAT score, 5-star ratings, smileys and emoji reactions. Enable teams at every journey stage - from sales through support - to gather feedback via email, website, SMS text, in-app, and in-person kiosk. URL link surveys can be used in email signatures, chats, social media or printed materials. Schedule surveys and ensure verified delivery using DKIM, SPF and DMARC authentication methods. Customers receive custom thank you messages after submission with next steps to close the loop. Real-ti...

Awards and Recognition

FrontRunner 2020
Software Advice's FrontRunners report ranks top products based on user reviews, which helps businesses find the right software.

Delighted Pricing

BILLED YEARLY Free = $0 per month Basic = $134 per month Premium = $224 per month Premium Plus = $449 per month

Starting price: 

$134.00 per month

Free trial: 

Not Available

Free version: 

Available

Delighted view trends
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Delighted Reviews

Overall Rating

4.9

Ratings Breakdown

Secondary Ratings

Ease-of-use

5

Customer Support

5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Delighted

1 - 5 of 47 Reviews

User Profile

Oliver

Verified reviewer

Computer Software, 51-200 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed March 2020

Great solution and support

Very happy and satisfied. Fully recommend.

PROS

It’s price, simplicity and features. It matches what is available similar to qualtrics and survey monkey at a fraction of price. I didn’t need spent too much time setting up the solution and only ever needed support after the trail. The ability to test and play with integration with other systems during the trial was just amazing. I would really promote this solution to anybody looking to collect data on customer satisfaction.

CONS

Not much. I couldn’t t find much wrong .

Reason for choosing Delighted

Price. No implementation charges. Easier integration.

Reasons for switching to Delighted

Better features and integration.

Shannon

Insurance, 201-500 employees

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2022

Off to a fantastic start

I was able to learn enough about the tool by just browsing the website on my own that I was confident asking for an exact budget before even starting my 7 day trial. The self-help resources are great, and I love the transparency with plan and pricing comparisons.

PROS

Self-serve onboarding/implementation with high quality help center documentation, responsive and friendly support, intuitive and digestible analytics and reporting.

CONS

I'm not yet sure how much we'll be able to use the tool for complete custom feedback surveys, but that could easily be because I just haven't tried yet. I'm only in the trial phase, but have been actively looking for problems after struggling with another survey solution for several months, and I haven't yet found any.

Reasons for switching to Delighted

We wanted to put NPS surveys in multiple places (email, in our help center, in-app, etc) and each one was managed and reported on individually. The analytics were lacking, and I was aggregating everything and doing line-by-line sentiment analysis in a spreadsheet. I even had to export and manually calculate the NPS scores. Another huge factor was an integration with Salesforce and the ability to roll up results by account and trigger surveys based on closed cases and other activity in our CRM.

User Profile

Simon

Verified reviewer

Apparel & Fashion, 11-50 employees

Used weekly for less than 12 months

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

5

FUNCTIONALITY

3

Reviewed December 2018

Excellent nps survey tool that’s easy to use

Delighted is a good value for money tool, we switched to it from AskNicely. Setting it up and connecting it to our CRM (Intercom) went well and when you connect it to your own back office through their API and Zapier you can do lots of stuff.

PROS

Great graphical interface, easy navigation and configuration and multi language support.

CONS

Not really a con but I’d love to see a way to embed reviews.

Diana

Computer Software, 201-500 employees

Used daily for less than 6 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed May 2020

Keep up a good work

PROS

It is really easy to use, but also customizable and has integrations with popular ticketing systems.

CONS

By default, multiple responses from the same customers are overwritten. But the Support Agent was very efficient in solving this matter for me.

Reasons for switching to Delighted

It provides a free plan, which is a really good option for our business. It's really easy to set up and offers all of the needed options.

User Profile

Michael

Verified reviewer

Hospitality, 51-200 employees

Used weekly for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2018

The easiest and most efficient product I've had the ability to use.

Easy, user friendly and great analytics are only a few words to describe this product. Also great price for what it allows us to do!

PROS

NPS is inherently and easy thing. You have to ask your customer how likely they would be to refer you to a friend on a scale of 1 to 10. However, simple tasks like this are often horribly over engineered. With Delighted however, they give the option to keep it insanely simple and just upload emails or automate the send process with the use of an API call. Also, I can't get over how great their customer support is. Anytime we've had a question or needed more data, they've been timely in their responses and give meaningful advice on how to improve our processes.

CONS

There's nothing I really don't like about this product. The price is great and the interface is so user friendly. If I have to pick one thing, our senior leadership often asks for the breakdown of people it was sent to so if we are manually uploading a CSV or email addresses and we do not save the CSV outside of Delighted, we have to go back and ask for the contacts we sent it to by month which they pull for us easily and quickly. This is very case specific and we've started moving towards using the API to push NPS sends to eliminate this small task completely!