Delighted

Multi-channel customer feedback collection with NPS scoring

About Delighted

Delighted is a cloud-based solution that enables businesses of all scales to gather and measure real time, actionable feedback from not only customers, but employees, partners, and vendors etc. Available for across a scalable range of SaaS pricing plans, including wholly free and Enterprise-level packages, Delighted offers a multi-channel method for rapidly collecting, tracking, analyzing and distributing people feedback. Boasting support for running Net Promoter Score (NPS) programs, users are able to issue a range of convenient single question survey campaigns capturing customer satisfaction (CSAT), customer effort (CES), star ratings, smileys and the binary thumbs up/down. These surveys can not only be embedded into a website via JavaScript snippet, but equally participants can be invited to submit responses by web link, email and SMS. Optimized for mobile and available in 37 languages, Delighted's centralized real time dashboard UI also provides users with built-in analytical reporting capabilities. Generating customer experience scores automatically, the dashboard makes newly collected feedback data instantly accessible for exploration with tools for segmenting results, visualizing trends and highlighting various performance metrics.

In addition, Delighted is supported by a number of third-party integration options, REST API access, plus a companion smartphone app. Delighted for iOS facilitates native, secured sign-in to a Delighted account in order to access feedback from any location at any time – viewing currents scores and live feedback updates in real time. Partnership with Zapier then promotes broader connectivity with other productivity apps within the ecosystem, while Delighted already promises out-of-the-box integration options for the likes of Salesforce, Zendesk, Stripe, MailChimp, Office 365, Hubspot, Shopify, Slack and many more.

Pricing starting from:

US$89,00/month

  • Free Trial
  • Free Version
  • Subscription

Key benefits of Delighted

• Delighted is a feedback collection and analysis SaaS, offering a web and mobile solution that uses the Net Promoter System (NPS) to gauge and score customer experience.

• Aside from NPS for measuring brand perception, Delighted supports the use of familiar Customer Satisfaction (CSAT), Customer Effort (CES), 5-star, Smileys and Thumbs surveys to gather responses conveniently and accurately.

• Key features include support for 37 languages, while built-in reporting and analytics capabilities promise to visualize customer sentiment trends over time, highlight issues of dissatisfaction, chart trend patterns and generally provide a holistic view of overall customer base and customer segments.

• Third-party integrations available for leading apps such as Shopify, Salesforce, Slack, Zendesk, Stripe, Office 365, Hubspot, Autopilot and MailChimp, with broader cross-app automations achieved via Zapier.

• The companion Delighted app for iOS provides remote access to Delighted accounts to view feedback updates from any location, displaying NPS / CSAT / CES & 5-star scores, plus live feedback updates.

Devices

Business size

S M L

Markets

United States

Supported Languages

Arabic, Chinese, Czech, Danish, Dutch and 19 others, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish

Pricing starting from:

US$89,00/month

  • Free Trial
  • Free Version
  • Subscription

Images

An example of the Delighted activity dashboard, offering a centralized web-based hub for user monitoring of NPS scores and live response updates
Multi-channel customer surveying methods include website integration and the sending of rating surveys via SMS mobile messaging
The Delighted mobile app for iOS allows users to view current scores including NPS rating on iPhone and iPad devices, while providing live feedback updates when received
Delighted for iOS provides users with native device access to their Delighted accounts for live feedback updates while on the move
Delighted offers support for 37 global languages
The Delighted live dashboard demo showing the Trends tab for automatically categorizing and tracking responses of a certain type
The Reports tab within Delighted's dashboard UI, offering snapshot, over time and pivot table options for filtering and visualizing feedback responses
The Metrics tab within Delighted, providing a statistical breakdown of results across the various survey channels including email, website, SMS and web link
The People tab displays a list of all the people that a user has added into Delighted, with links to unsubscribe and export the contacts as a CSV file
The integrations tab shown running within the Delighted dashboard live demo, offering quick links for setting up connections to popular third-party apps
REST-based API support made available to allow developers the ability to automate the gathering of  feedback via Delighted
Alerts, including email alerts, facilitate the routing of feedback to the right person or team contact within an organization
Additional questions allow contextual follow-up questions to be issued after the initial NPS survey in order to gain greater levels of feedback
An example of a Customer Satisfaction (CSAT) survey
Customer Effort Score (CES) surveys
Star surveys
Smiley surveys
Thumbs (up / down) surveys
View 19 more
Delighted video
Delighted screenshot: An example of the Delighted activity dashboard, offering a centralized web-based hub for user monitoring of NPS scores and live response updates Delighted screenshot: Multi-channel customer surveying methods include website integration and the sending of rating surveys via SMS mobile messaging Delighted screenshot: The Delighted mobile app for iOS allows users to view current scores including NPS rating on iPhone and iPad devices, while providing live feedback updates when received Delighted screenshot: Delighted for iOS provides users with native device access to their Delighted accounts for live feedback updates while on the move Delighted screenshot: Delighted offers support for 37 global languages Delighted screenshot: The Delighted live dashboard demo showing the Trends tab for automatically categorizing and tracking responses of a certain type Delighted screenshot: The Reports tab within Delighted's dashboard UI, offering snapshot, over time and pivot table options for filtering and visualizing feedback responses Delighted screenshot: The Metrics tab within Delighted, providing a statistical breakdown of results across the various survey channels including email, website, SMS and web link Delighted screenshot: The People tab displays a list of all the people that a user has added into Delighted, with links to unsubscribe and export the contacts as a CSV file Delighted screenshot: The integrations tab shown running within the Delighted dashboard live demo, offering quick links for setting up connections to popular third-party apps Delighted screenshot: REST-based API support made available to allow developers the ability to automate the gathering of  feedback via Delighted Delighted screenshot: Alerts, including email alerts, facilitate the routing of feedback to the right person or team contact within an organization Delighted screenshot: Additional questions allow contextual follow-up questions to be issued after the initial NPS survey in order to gain greater levels of feedback Delighted screenshot: An example of a Customer Satisfaction (CSAT) survey Delighted screenshot: Customer Effort Score (CES) surveys Delighted screenshot: Star surveys Delighted screenshot: Smiley surveys Delighted screenshot: Thumbs (up / down) surveys

Features

Total features of Delighted: 63

  • 360 Degree Feedback
  • API
  • Action Management
  • Activity Dashboard
  • Alerts / Escalation
  • Campaign Segmentation
  • Charting
  • Churn Management
  • Commenting / Notes
  • Communication Management
  • Community Management
  • Complaint Monitoring
  • Conditional Logic
  • Customer Segmentation
  • Customizable Branding
  • Customizable Questions
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Analysis Tools
  • Data Import/Export
  • Data Visualization
  • Email Invitations & Reminders
  • Email Management
  • Email Marketing
  • Feedback Management
  • Knowledge Management
  • Mobile Access
  • Mobile Survey
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Distribution
  • Multi-Language
  • Multiple User Accounts
  • Negative Feedback Management
  • Offline Response Collection
  • Predictive Analytics
  • Pulse Surveys
  • Question Branching
  • Question Library
  • Question Piping
  • Randomization
  • Ratings / Reviews
  • Real-time Updates
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Quotas
  • Response Validation
  • SMS Messaging
  • Search/Filter
  • Sentiment Analysis
  • Skip Logic
  • Survey Builder
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Text Analysis
  • Third Party Integrations
  • Trend Analysis
  • URL Customization
  • Website Integration

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Reviews

Overall rating

4,8 /5
(30)
Value for Money
4,6/5
Features
4,5/5
Ease of Use
4,8/5
Customer Support
4,9/5

Already have Delighted?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 30
Oliver N.
Overall rating
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great solution and support

Reviewed on 2020/03/03

Very happy and satisfied. Fully recommend.

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 .

Diana A.
Overall rating
  • Industry: Computer Software
  • Company size: 201-500 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Keep up a good work

Reviewed on 2020/05/27

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.

Simon V.
Overall rating
  • Industry: Apparel & Fashion
  • Company size: 11-50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Excellent nps survey tool that’s easy to use

Reviewed on 2018/12/19

Delighted is a good value for money tool, we switched to it from AskNicely. Setting it up and...

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.

Michael T.
Overall rating
  • Industry: Hospitality
  • Company size: 51-200 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

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

Reviewed on 2018/02/08

Easy, user friendly and great analytics are only a few words to describe this product. Also great...

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!

Jean-philippe B.
Overall rating
  • Industry: Internet
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

NPS survey made easy

Reviewed on 2019/07/24

Pros

I work for a company that's been using the tagline "Just damn simple" because we like to create simple to use software and that's exactly what Delighted has been able when it comes to NPS survey.
You can easily survey people via email, SMS, or web. The dashboard is super user-friendly and they have multiple connectors and integration to display the data into other tools or platform.
They also keep adding features with time.
Plus support and customer service is epic and fast!

Cons

I just wish they had more options to create graphs.

Showing 5 reviews of 30 Read all reviews

Delighted FAQs

Below are some frequently asked questions for Delighted.

Delighted offers the following pricing plans:

  • Starting from: US$89,00/month
  • Pricing model: Free, Subscription
  • Free Trial: Available

BILLED MONTHLY: FREE = $0 per month PLAN 1 = $99 per month PLAN 2 = $249 per month ENTERPRISE = Contact for pricing BILLED YEARLY: FREE = $0 per month PLAN 1 = $89 per month PLAN 2 = $224 per month ENTERPRISE = Contact for pricing

We do not have any information about Delighted features

Delighted has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

Delighted supports the following languages:

Arabic, Chinese, Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, Traditional Chinese, Turkish

Delighted supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Delighted integrates with the following applications:

Autopilot, Front, Geckoboard, Groove, Groove, Heap, Help Scout, HubSpot CRM, Intercom, Klaviyo, Kustomer, Mailchimp, Microsoft 365, Salesforce Sales Cloud, Segment, Shopify, Slack, Stripe, Zapier, Zendesk

Delighted offers the following support options:

Email/Help Desk, Phone Support, Chat

Related categories

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