Tool Review
Delighted Review for Customer Success Teams
NPS, CSAT, CES, and star rating survey platform acquired by Qualtrics in 2018. Known for simplicity and high response rates across email, web, and SMS channels.
Pros
- Extremely fast setup. First survey can go out in under 10 minutes.
- Free tier with 1,000 surveys/month covers many startup needs
- Multi-channel delivery: email, web intercept, SMS, and link
- Qualtrics backing provides stability and ongoing investment
- API is well-documented and integrations cover major CS platforms
Cons
- Limited survey customization compared to full survey tools like Typeform
- Analytics are basic. Power users outgrow the built-in dashboards.
- The Qualtrics acquisition has slowed feature development
- No built-in closed-loop workflow for acting on survey responses
- Text analytics for open-ended responses are rudimentary
Delighted as a CS Tool
Delighted appears in 4 of 1261 CS job postings. It sits in the sweet spot between overly simple survey tools and enterprise-grade VoC platforms. CS teams use it primarily for relationship NPS, post-interaction CSAT, and onboarding CES surveys.
Why CS Teams Choose Delighted
Speed and response rates are the two reasons Delighted wins. The platform strips away complexity to focus on one thing: getting survey responses. The email surveys render inline (no click-through required), which pushes response rates to 20-30%, roughly double what most survey tools achieve. Setup takes minutes, not days.
The free tier is genuinely useful. At 1,000 surveys per month with NPS, CSAT, and CES support, many CS teams at startups and SMBs can run their entire feedback program without paying. That makes Delighted an easy recommendation for teams getting started with customer feedback.
Delighted After the Qualtrics Acquisition
Qualtrics acquired Delighted in 2018, and the impact has been mixed. On the positive side, Delighted has Qualtrics' resources and is not going anywhere. On the negative side, feature velocity has slowed. Some features that the community has requested for years (conditional logic, multi-question surveys, advanced text analytics) remain limited. If you need those capabilities, look at Qualtrics XM directly or a specialized tool like Medallia.
Delighted Pricing
The free plan includes 1,000 surveys/month, 1 user, and basic integrations. The Premium plan at $224/month adds unlimited surveys, multiple users, custom branding, and advanced integrations. Premium Plus at $449/month adds API access and priority support. Compared to Medallia or Qualtrics XM, Delighted is 80-90% cheaper for basic NPS/CSAT programs.
Quick Facts
| Founded | 2013 |
| Headquarters | Menlo Park, California |
| Pricing | Free tier available, Premium starts at $224/month |
| Best For | CS teams that need quick, clean NPS/CSAT surveys without a complex setup |
| Job Mentions | 4 of 1,261 CS job postings |
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Frequently Asked Questions
How much does Delighted cost?
Free tier available, Premium starts at $224/month
Who should use Delighted?
CS teams that need quick, clean NPS/CSAT surveys without a complex setup
How many CS teams use Delighted?
Delighted appears in 4 of 1,261 CS job postings in our dataset, indicating 0.3% market penetration in hiring requirements.