Delighted

Name: Delighted
Brand: Delighted
Rating: 4.6 (130 reviews)

Delighted is a lightweight customer and employee feedback collection platform that delivers quick-to-deploy experience surveys (NPS, CSAT, CES, five-star) via email, web, SMS and embedded flows, and provides basic analytics, tagging, alerting and a REST API for programmatic survey delivery and metrics retrieval.

Est 2013|Valuation $10.5M|Raised $2.1M|57 Ref Customers

LinkedIn 2K|Web traffic 617K|FTEs 32

MarketsVoice of the Customer

Published Oct 15, 2026

01Common complaints

- You need a product you can newly adopt today and rely on beyond June 30, 2026 - Delighted is scheduled to sunset on June 30, 2026, with feature development stopping and renewals limited; net-new adoption is hard to justify unless you have a short-term bridge plan. ([delighted.com](https://delighted.com/sunset)) - You want advanced research capabilities - If you need complex branching logic, multi-language research governance, panels, or advanced analytics, an XM suite (Qualtrics) or an enterprise CX platform (Medallia) may be better aligned. - You need richer reporting and analytics out-of-the-box - Reviews repeatedly point to reporting limitations; buyers needing deep dashboards may prefer alternatives. ([g2.com](https://www.g2.com/products/delighted/reviews?utm_source=openai)) - You need frictionless, highly configurable integrations for multi-team programs - If multiple teams need independent scoring streams (CSAT and NPS) inside the same CRM objects, you may encounter operational friction. ([g2.com](https://www.g2.com/products/delighted/reviews?utm_source=openai)) - You require clearly stated, up-to-date compliance certifications publicly - Delighted’s help content discusses privacy practices, but public certification evidence (SOC 2/ISO) was not clearly found in accessible sources. - Product lifecycle risk (major) - Delighted is being sunset on June 30, 2026. - New feature development stops “effective immediately” (per sunset notice). - Annual renewals are restricted beginning July 1, 2025; customers may move to monthly to continue until the final sunset date. ([delighted.com](https://delighted.com/sunset)) - Reporting limitations - Multiple reviews cite lack of detailed reporting/insights and limited date-range/report configuration. ([trustradius.com](https://www.trustradius.com/products/qualtrics-delighted/reviews?utm_source=openai)) - Integration and configurability limitations - Slack integration configurability may require concierge/vendor assistance. ([trustradius.com](https://www.trustradius.com/products/qualtrics-delighted/reviews?utm_source=openai)) - Web survey placement customization can require dev resources. ([g2.com](https://www.g2.com/products/delighted/reviews?utm_source=openai)) - Security/compliance transparency limitations - Public, independently verifiable security certifications (SOC 2 / ISO) were not clearly found in the reviewed Delighted sources.

Why some customers left for competitors (churn reasons)

Need for more sophisticated analytics and program management (often pushing teams toward full-featured CX suites).
Integration limitations or multi-team governance issues.
Announced sunsetting and a forthcoming migration window prompted teams to move to alternatives such as Simplesat, Nicereply, AskNicely, and other survey/CX tools. (Official vendor sunset notice / community discussions)

02Why they buy

- Validated by customer feedback (not just vendor claims) - Ease of use and “intuitive” setup are consistently praised (G2, TrustRadius). ([g2.com](https://www.g2.com/products/delighted/reviews?utm_source=openai)) - Respondent experience: answering directly in email is considered a major driver of participation quality/volume. ([trustradius.com](https://www.trustradius.com/products/qualtrics-delighted/reviews?utm_source=openai)) - Slack-based workflows and fast visibility/action are frequently valued. ([trustradius.com](https://www.trustradius.com/products/qualtrics-delighted/reviews?utm_source=openai)) - Areas where competitors clearly have advantages - AskNicely emphasizes broader workflow automation, add-ons (including SSO), and service-business alignment. ([asknicely.com](https://www.asknicely.com/pricing?utm_source=openai)) - Nicereply provides transparent pricing tiers and positions itself around paying for responses rather than sends. ([nicereply.com](https://www.nicereply.com/pricing?utm_source=openai)) - Enterprise suites (Qualtrics/Medallia) typically exceed Delighted in depth, analytics, and governance (at the cost of complexity).

Why customers chose this product over alternatives

Speed to deploy and simple UX (both admin and respondent), especially for single-question or short surveys.
Slack-driven workflows for fast visibility and action on detractors. (TrustRadius product reviews)
Email experience that minimizes friction (answer-in-email). (TrustRadius product reviews)

03Field reports

Review-platform sentiment (high-level)

- G2 shows Delighted with a high average rating and a moderate review count; reviewers frequently praise ease of use and support, while reporting depth is a recurring critique in summaries and individual reviews. (G2 product reviews page) - TrustRadius lists Delighted with a generally positive score and a small review footprint, and includes mixed feedback (both praise and strong criticism). (TrustRadius product reviews page) - Capterra shows Delighted reviews that indicate generally positive experiences; the platform also flags incentivized reviews. (Capterra reviews listing) - Trustpilot has a separate “Delighted.com” consumer-facing page with a middling TrustScore in snippets, but those reviews can include consumer confusion (e.g., people reviewing surveys they received rather than the B2B product) and are not necessarily representative of software buyers. (Trustpilot consumer reviews)

Direct quotes (positive)

G2 (top-rated): “Delighted is such an easy-to-use platform and very intuitive.” (G2 review)
TrustRadius (positive): “The easiest way to jumpstart your CX program” and notes “Tight integration with Slack” plus “Easy and intuitive reporting module.” (TrustRadius review)
TrustRadius (positive): Delighted surveys can be answered “without leaving their email client,” which the reviewer links to better response likelihood. (TrustRadius review)

Direct quotes (negative / critical)

- TrustRadius (critical): “Cheap option, get what you pay for” with listed cons including “Data quality,” “Survey deliverability,” and “Poor customer service,” and the reviewer stating “Negative ROI.” (TrustRadius review) - G2 (critical): “I wish that customizing where web surveys displayed was easier to manage inside the app. Dev resources are needed…” (G2 review) - TrustRadius (critical): “The service seems a little pricey. You pay by the amount of surveys you want to send out per month…” (TrustRadius review)

Common criticisms and complaints

- Reporting/analytics are not deep enough for teams that want advanced analysis, segmentation, and flexible reporting. (G2 product reviews) - Integrations exist but may be limited or awkward for multi-team/multi-program use (e.g., combining CSAT + NPS in Salesforce causing conflicts in one reviewer’s workflow). (G2 product reviews) - Some complaints about data quality/deliverability and support quality (not universal, but material in TrustRadius). (TrustRadius product reviews)

Specific outcomes customers achieved (with metrics when available)

Vendor-provided claims include very fast time-to-first-feedback and strong response/comment rates; these are vendor-reported and not independently validated in the review listings. (Vendor material cited on review pages)
Reviewer-reported outcomes include improved retention, catching issues early before public escalation, and generating more public reviews to help acquisition. These are anecdotal and context-dependent. (TrustRadius and other review listings)

Deal-breakers and reasons customers didn't purchase

Not consistently documented in accessible sources; recurring themes suggest “not enough reporting depth,” “integration constraints,” and “pricing vs. simplicity” can be blockers. (G2 and TrustRadius reviews)

Vendor case studies

Delighted’s site includes “Case Studies” content (not fully reviewed line-by-line here), but measurable outcomes in case studies are typically vendor-selected and may not be independently audited. (Official vendor case studies and product pages)

Third-party case-study style compilations

FeaturedCustomers includes Delighted within “Customer Feedback Management” reports and contains favorable snippets (e.g., fast integration and “super simple” API). These reports are marketing-oriented aggregations; treat as directional rather than rigorous evaluation. (Third-party customer-success compilations and reports)

Methodology gaps / verification

Metrics like “response rate,” “comment rate,” and a very short stated time-to-start appear in vendor descriptions on review platforms, but independent methodology is not provided. (Review platform product pages and vendor-supplied metrics)

Mixed results

TrustRadius includes a strongly negative ROI experience attributed to data cleanliness and operational overhead—useful as a counterweight to “fast and easy” marketing. (User reviews and review-site case notes)

04Best fit

- Company sizes - Historically strongest fit appears to be SMB to mid-market teams that want a lightweight VoC program without a dedicated insights ops team. - Evidence: acquisition announcement positioned Delighted for small and medium businesses and cited a sizable customer base. (Vendor acquisition announcement and product overview) - Industries and verticals - Tech/SaaS, e-commerce, and service teams running support/CS programs (based on review platform categories and integrations mentioned). (Review platform listings and integration documentation) - Roles and personas - Decision makers - Head/Director of Customer Success, CX leader, Support Ops, Product Ops, RevOps. - End users - CSMs and support leads monitoring detractors/promoters, marketing teams collecting testimonials/reviews. - Pain points the product addresses - Need to measure sentiment quickly (NPS/CSAT) and route detractors to immediate follow-up. - Need for respondent-friendly surveys that improve response rates (answer-in-email). (Third-party review sites and vendor feature descriptions) - Qualification criteria (great fit) - You primarily need standardized experience metrics (NPS/CSAT/CES) rather than complex research. - Your workflow is operational (alerts + follow-up) more than statistical analysis. - Deal disqualifiers (poor fit) - You need a long-term platform beyond the vendor's announced sunset timeline (see “Known Issues & Limitations”). (Official vendor sunset notice) - You require deep analytics, complex survey logic, or enterprise governance. - You require public proof of SOC 2/ISO certifications (not clearly documented publicly for Delighted in reviewed sources).

05The pitch

What the product does (core value proposition in objective terms)

Delighted is a lightweight customer/employee feedback collection platform focused on quick-to-deploy “experience” surveys (NPS, CSAT, CES, 5‑star, etc.) delivered via email, web, SMS, and embedded/snippet-based flows, with basic analytics, tagging, filtering, and alerting/notifications. (Product overview and feature pages)
It also provides a REST API to send surveys, retrieve responses, and pull metrics programmatically. (API documentation)

Target market and market positioning

Historically positioned as the fastest/easiest CX measurement option for teams that want a simple, operational voice-of-customer program without the heavier admin and research complexity of enterprise survey suites. (Vendor listings and review sites)
Commonly used by Customer Success, Support, Product, Marketing, and HR teams running recurring NPS/CSAT pulses and routing detractors to action (often via Slack/CRM integrations). (User reviews and product comparisons)

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