Delighted

Overview

Delighted was founded in 2014 in the United States and acquired by experience management company Qualtrics in 2018. It is a customer experience feedback platform built around the NPS, CSAT, and CES metrics, helping product, customer success, and marketing teams create surveys in minutes and collect feedback via email, SMS, and website popups.

Delighted's real-time dashboard automatically calculates NPS score, response rate, and trends, and can automatically follow up with non-responders to reduce manual collection effort. Compared with generic survey tools, Delighted focuses on closing the "voice of the customer" loop — from outreach and collection to analysis and internal collaboration. See customer service platform guide and AI customer support automation for selection guidance.

Key Strengths

• Ready-to-use NPS/CSAT/CES templates: built-in templates for 3 mainstream customer experience metrics let you create and launch a survey in minutes.
• Multi-channel respondent reach: 6+ channels including email, SMS, link, QR code, and website popup, so you can pick the right channel per respondent behavior.
• Free plan to start: the free plan supports 1 active survey and 1,000 responses per month with no credit card, ideal for validating a feedback loop on a small team.
• Real-time dashboard analytics: automatically aggregates NPS, CSAT, and CES scores with response trends, saving manual data work, with automatic follow-up for non-responders.
• Open API and integrations: API, webhooks, and Qualtrics ecosystem integration enable 24/7 automated data flow, syncing feedback to data warehouses and CRM.

Product Ecosystem

Survey Distribution

Creation and delivery of surveys across email, SMS, link, QR code, and website popup channels, with event-triggered sends such as after purchase or after ticket closure.

Real-time Dashboard

Aggregates NPS, CSAT, and CES scores with response rates, supports drill-down by channel, product line, and region, and shares live views with the team.

Follow-up Automation

Automatically sends follow-up messages to non-responders or low scorers, helping recover at-risk customers and reducing manual one-by-one follow-up.

API & Integrations

Open REST API and webhooks integrate with Salesforce, Zapier, and data warehouses to bring feedback into existing data pipelines.

Limitations

• Limited free quota: 1,000 responses per month; medium-to-large programs require a paid plan, and cost grows quickly with volume.
• Single-focus positioning: covers surveys and feedback only, without ticketing or live chat, so you need other support systems alongside.
• Limited Chinese support: UI and documentation are primarily English, which is less convenient for Chinese teams.
• Advanced analytics cost extra: custom reports, deeper segmentation, and advanced integrations require higher tiers, with some features via sales.

Use Cases

• Customer success teams (★★★★★): track customer health with NPS to identify churn risk early and reduce churn.
• Product feedback collection (★★★★★): in-product or post-purchase triggered surveys gather real usage feedback for iteration.
• Brand and market research （★★★★☆）: short surveys suit brand sentiment and purchase-intent measurement.
• Enterprise CX programs （★★★☆☆）: for complex multi-department feedback governance, evaluate Qualtrics' full experience management suite.

Pricing

Note: the free plan covers 1,000 responses per month; paid plans are tiered by response volume and features — check the official website for current prices.

FAQ

• What is the relationship between Delighted and Qualtrics? Qualtrics acquired Delighted in 2018; Delighted continues as an independent feedback product and integrates with the Qualtrics ecosystem. For complete experience management, see customer service platform guide.

• Is Delighted's free plan enough? For teams with up to 1,000 responses per month focused on NPS/CSAT surveys, yes; upgrade for higher volume or advanced analytics; see customer service platform guide.

• What is the difference between NPS and CSAT? NPS measures overall loyalty and willingness to recommend, while CSAT measures satisfaction with a specific interaction or product; Delighted provides templates for both; see OKR and KPI product metrics.

• Does Delighted support Chinese? The UI and documentation are mainly English; Chinese teams can use AI customer support automation to handle multilingual feedback. Check official docs for the exact language list.

• How do I integrate feedback data into internal systems? Delighted offers a REST API and webhooks to sync survey responses to data warehouses, CRM, or BI tools for automated data flow; see webhook integration guide.