Delighted

What it does

Delighted is a customer feedback platform that makes it simple to collect NPS, CSAT, CES, and star rating surveys across email, SMS, web, and in-app channels and analyze results for actionable insights. AI capabilities include AI-powered text analytics that categorizes open-ended feedback responses into themes automatically, sentiment analysis that scores the emotional tone of each response, trend detection that surfaces emerging feedback topics before they become systemic issues, and smart sampling that identifies which customers to survey based on interaction timing and recency. Delighted's simplicity - surveys deployed in minutes - makes it the go-to feedback tool for companies that want actionable customer insight without a dedicated research team.

Strengths

• Mid-market customer success and product teams use Delighted for structured feedback programs - AI theme analysis identifying systemic product and service issues from hundreds of responses.
• Large enterprises use Delighted for enterprise-wide customer feedback - AI analytics across thousands of monthly responses surfacing trends by segment, product line, and customer type.
• Small businesses use Delighted for systematic customer feedback programs - automated surveys triggered after key interactions and AI sentiment analysis surfacing where experience is breaking down.
• Individual founders and product managers use Delighted for quick customer pulse checks - NPS surveys deployed in minutes and AI categorizing open-ended responses without manual analysis.

Watch-outs

• Less advanced analytics than Medallia or Qualtrics: Delighted is optimized for simplicity — organizations needing advanced statistical analysis, complex segmentation, and enterprise survey research capabilities find SurveyMonkey or Qualtrics more appropriate.
• Survey channel breadth is limited: Delighted covers the major digital survey channels well but lacks deep omnichannel feedback collection for complex CX programs spanning call center, retail, and web experiences simultaneously.
• Integrations require Zapier for non-native connections: Delighted's native integrations cover major CRMs and support tools but many less common systems require Zapier workflows — teams needing complex automated feedback routing may find integration setup cumbersome.

Pricing

Free plan with 1 survey type and 50 responses/month. Premium at $224/month. Premium Plus at $449/month. Enterprise pricing negotiated. Annual billing saves 20%.