Delighted

Delighted is a powerful, self-serve experience management (XM) platform designed to help businesses understand and improve their customer and employee experiences. Acquired by Qualtrics, Delighted leverages sophisticated yet user-friendly technology to enable organizations of any size to collect actionable feedback in minutes. The platform specializes in a variety of survey methodologies, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Employee Net Promoter Score (eNPS), making it a versatile tool for marketing, customer support, product, and HR teams.

The core of Delighted is its ability to create and distribute beautiful, responsive surveys that customers and employees enjoy taking. With AI-powered features like 'AI Recommended Questions' and 'AI-Driven Smart Trends', the platform not only simplifies survey creation but also automates the analysis process, uncovering key insights from qualitative feedback through sentiment analysis. This allows teams to quickly identify trends, understand the 'why' behind their scores, and prioritize improvements effectively.

How to use Delighted

Using Delighted is a straightforward, multi-step process designed for speed and efficiency:

1. Choose a Survey Method: Start by selecting from expert-designed templates for NPS, CSAT, CES, 5-star, Smileys, Thumbs up/down, or eNPS.
2. Customize Your Survey: Tailor the survey to match your brand by adding your logo and changing colors. Customize the intro message, question text, and thank you message. Use conditional logic to ask follow-up questions based on the respondent's score. The platform's AI can even suggest relevant questions to make your survey more comprehensive.
3. Distribute Across Channels: Send your survey through the most effective channel for your audience. Options include Email, a shareable Web link, embedding on your website, a QR code for physical locations, or via SDK for mobile apps and Kiosk mode for on-site feedback.
4. Analyze Feedback in Real-time: As responses come in, they populate a real-time dashboard. Use built-in reports like Over Time, Snapshot, and Pivot Tables to analyze the data. Filter feedback by properties, tags, or keywords, and leverage AI-driven sentiment analysis to understand open-ended comments at scale.
5. Act and Close the Loop: Integrate Delighted with your existing tools like Slack, Salesforce, Zendesk, or Stripe. Set up alerts to notify your team of new feedback, trigger surveys based on customer actions (e.g., after a purchase), and sync data to your CRM to create a holistic view of the customer journey.

Core Features of Delighted

• AI-Powered Surveying: Utilizes AI to recommend questions, analyze sentiment in open-ended feedback, and identify smart trends automatically.
• Multi-Metric Support: Supports all major CX and EX metrics, including NPS, CSAT, CES, eNPS, Product-Market Fit (PMF), 5-star, Smileys, and Thumbs.
• Extensive Customization: Offers deep branding customization, custom questions, dynamic personalization using properties, and conditional logic for a tailored survey experience.
• Multi-Channel Distribution: Distribute surveys via Email, Web Link, Website Embed, QR Code, SDK, and Kiosk mode to reach your audience wherever they are.
• Real-time Reporting and Analytics: Features a live dashboard and multiple report types (Dashboard, Over Time, Snapshot, Pivot Table, Benchmarks) for comprehensive analysis.
• Broad Integration Ecosystem: Seamlessly connects with over 35 tools, including Slack, Salesforce, Zendesk, Stripe, Shopify, HubSpot, and Zapier, to automate workflows.
• Employee Experience Management: Provides dedicated tools for measuring employee experience, from eNPS pulse surveys to feedback on onboarding, development, and exit processes.
• Multi-Language Support: Ask for feedback in over 30 languages to engage a global audience.

Use Cases for Delighted

Delighted is versatile and can be applied across various business functions:

• Customer Experience (CX): Measure customer loyalty with NPS after key interactions, gauge satisfaction with CSAT after a support ticket is closed, or understand post-purchase experience by triggering surveys from Stripe or Shopify.
• Product Teams: Collect feedback on new features, measure Product-Market Fit (PMF), and use insights to guide the product roadmap.
• Marketing Teams: Identify promoters for testimonials and case studies, understand brand perception, and gather feedback on marketing campaigns.
• Human Resources (HR): Measure and improve the employee experience across its entire lifecycle. Use eNPS to track employee engagement, gather feedback on the recruitment and onboarding process, and conduct exit interviews to understand reasons for attrition.

Advantages of Delighted

Delighted stands out for its combination of power and simplicity. Its main advantages include its self-serve nature, allowing teams to get started and see results in minutes without lengthy implementation cycles. The platform's AI capabilities automate much of the heavy lifting in analysis, providing actionable insights quickly. By offering both customer and employee experience solutions in one place, it provides a holistic view of organizational health. Finally, its extensive integrations ensure that feedback data doesn't live in a silo but is integrated into the daily workflows of relevant teams, driving meaningful action.

Pricing and Plans

Delighted operates on a freemium model, making it accessible for businesses of all sizes.

• Free: A free-forever plan that includes 1,000 sends/month, 1 project, and core features to get started.
• Starter: Priced at $17/month, offering 50 responses/month and 1 user.
• Growth: Priced at $35/month, offering 100 responses/month and 5 users.
• Advanced: Priced at $134/month, offering 250 responses/month and 10 users.
• Premium: The most popular plan at $224/month, including 500 responses/month, 20 users, premium integrations like Salesforce and HubSpot, and advanced features.

Each paid tier increases the number of monthly responses and users, with higher-tier plans unlocking premium integrations and more advanced reporting capabilities.