Delighted Reviews & Product Details

Delighted Overview

What is Delighted?

Delighted is the fastest and easiest way to gather real time, actionable feedback from your customers, employees, partners, and vendors. Trusted by Uber, Cisco, Slack, Bonobos, Instacart, Target, and thousands of other brands to measure, understand, and improve experiences. Organizations using Delighted can instantly collect, analyze & distribute customer feedback, enabling them to align customer needs with business growth, measure the customer voice over time & proactively reduce churn.

Delighted Details
Website
Languages Supported
German, English, French, Italian, Portuguese
Product Description

Delighted uses Net Promoter System to gather feedback from customers to learn and improve business.


Seller Details
Seller
Delighted
Company Website
Year Founded
2013
HQ Location
Palo Alto, CA
Twitter
@delighted
2,414 Twitter followers
LinkedIn® Page
www.linkedin.com
21 employees on LinkedIn®
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Delighted Reviews

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General Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

We're a small business and currently running the free version. I love that I can upload my limited list of clients and Delighted takes care of scheduling the survey's on a quarterly basis. That's even included in the free version. Very awesome. Review collected by and hosted on G2.com.

What do you dislike?

I'd like a way to respond to clients direct in the application. Again, I'm on the free version so maybe that's included for the paid plans. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We realized our customers don't love us quite as much as we thought. It's giving us a great measuring stick to figure out what we can do better. It's also been a way to reconnect with our clients after not having much consistent dialogue with them outside system emails and support tickets. Review collected by and hosted on G2.com.

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AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Delighted is a quick and easy to use tool. Review collected by and hosted on G2.com.

What do you dislike?

We were not notified when the native integrations were not working. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It was a good tool. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed to get an NPR score. This tool helped. Review collected by and hosted on G2.com.

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Open Discussions in Delighted
AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The tool is easy to use and usually gives me all I need to know in a weekly email digest. I occasionally log in to look for trends or track down specific users in cases where feedback needs a direct response. Review collected by and hosted on G2.com.

What do you dislike?

The way we implemented the tool makes it difficult to adjust triggers or timing without working with our development team. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Simple NPS feedback Review collected by and hosted on G2.com.

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Learning and Development Associate
Human Resources
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I love using Delighted's Advanced Reports section to collect data on my team's performance. The Reports feature makes it simple to transform our raw customer feedback into rendered data visualizations in easily sharable formats, and makes it easy to share this information with other team members. I also love how easy it is to integrate Delighted with our existing tools to enhance the customer experience. Review collected by and hosted on G2.com.

What do you dislike?

It would be helpful if Delighted offered more customizable survey types to serve all the teams we have at RTR - however, I know this is something the Delighted team is currently roadmapping, and I'm looking forward to utilizing more advanced surveys in the future! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly recommend Delighted; their support team is awesome as well! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My team was able to utilize the Tools feature to get alerts for certain keywords, or trends, customer have when contacting us. We're able to utilize this to pinpoint areas of opportunity for our CX team, and address trends in the moment. This feature is extremely beneficial to our team, as we can collect data more easily and narrow our criteria down when looking through feedback, e.g. having Trends to look at "email response time," "chat," "best customer service!," etc. Review collected by and hosted on G2.com.

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UI
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

My organization has Delighted pop-ups in our tools so employees at my accounts can give me an NPS score fluidly when they're already in our platform Review collected by and hosted on G2.com.

What do you dislike?

It could be nice to have additional prompts to those folks to leave comments. Usually they do not have text. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As an account manager, it can be hard to know if a customer is TRULY happy, these scores let me stay on top of that Review collected by and hosted on G2.com.

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City Leader - Chennai & Bangalore
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Founder / Head Trainer
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Does a variety of CSAT/NPS surveys, integrated very well with Zapier to kick off survey sending, easy configuration, does what its supposed to. Review collected by and hosted on G2.com.

What do you dislike?

It's super simple, I feel like additional features could be added to make it more valuable.

For example, if someone leaves a 5/5 review, why not encourage them to leave a review on Google or Facebook or Yelp?

If someone leaves a 2/5 review, why not ask if they'd like a manager to reach out to them?

That kind of post-survey workflow could really drive up the value for the service. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Getting earlier data in the lifecycle means we can intervene and save clients if they've had a bad experience. We trigger surveys 1 hour after the completion of a client taking a class at our facility, so it's fresh in their heads. Also, people are more likely to reply to an automated 1-5 survey vs. tell someone directly to their face they are unhappy, so we get better insight into satisfaction. People leave helpful suggestions in the free text fields too that can help us improve. Review collected by and hosted on G2.com.

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Executive Office Coordinator
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Delighted is very easy to use. They have a support team to help you set everything up, ask troubleshooting questions to and you dont have to pay extra for it. They're extremely patient and will spend as much time needed to help you through implementing Delighted into your business. The connector with Salesforce was seamless and didn't need much effort on our end. Review collected by and hosted on G2.com.

What do you dislike?

Nothing jumps out at me. However, it would be nice if they had more robust reporting native in the dashboard or reports built out in their salesforce integration. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I highly recommend considering them if you're evaluating an NPS/CES survey. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed to implement an NPS score within our company. Delighted solved this problem. NPS is helping our internal team see trends in our customers. Review collected by and hosted on G2.com.

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Product Manager
Financial Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The program is Intuitive and easy to use. You can set up and run an NPS program in a few minutes. I am able to run an NPS program for our customer base with little effort each month, our previous program took 4X the effort and cost 3X the amount. The few times I have need help, the support team has always been phenomenal and lightning fast. Their help center is great, I love the GIF's instead of screenshots.

Their UX and UI are the best in the industry. All apps should strive to be as intuitive and easy to use as Delighted is! Review collected by and hosted on G2.com.

What do you dislike?

There is nothing I dislike about this program. They recently released a way to embed a link into the "Thank you" page which is a huge win for our team. We can direct an engaged customer directly to leave a review of our product after the survey. Do your company a favor and get this App! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

This program saves us a huge amount of time and money! My time has been freed up to nurture our client retention and improve our client lifecycle in other ways. I couldn't be happier with Delighted. Review collected by and hosted on G2.com.

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Operations Manager
Renewables & Environment
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

I've never met a customer onboarding team as helpful or as quick to respond as Delighted's. Over the first three days, I had dozens of questions and requests, and they kept coming back with good news -- either explaining how I could customize the way I wanted, or simply doing on their end for me. Review collected by and hosted on G2.com.

What do you dislike?

They don't yet have a way to auto-populate Google Reviews using the customer's response. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Make use of their customer success team. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We switched from Zendesk's internal CSAT to Delighted's, and I couldn't be happier. Because of the customization, we are getting 5x as many quotable responses that can go on our website than we were before. We even got our first ever Google Review through Delighted -- and 5 stars at that! Review collected by and hosted on G2.com.

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CEO/CTO
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

- Great API

- Great integration

- Great UX

- Great way to slice and dice the data Review collected by and hosted on G2.com.

What do you dislike?

Sometimes too simple in terms of data analytics. Salesforce integration could be better Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Measure NPS

Drive growth through NPS Review collected by and hosted on G2.com.

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Mr
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The API. It's really easy in terms of use and helped us a lot to integrate more services into the whole user journey. Review collected by and hosted on G2.com.

What do you dislike?

Probably the fact that I cannot order people in time descending order according to the last time a mail was sent to them Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We know for sure how happy/unhappy our customers are and we can finally give them a voice that may lead to new customers Review collected by and hosted on G2.com.

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AB
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Delighted always answers questions fast and they never tire of explaining want walking you through their system! Review collected by and hosted on G2.com.

What do you dislike?

I basically don't have any issues with Delighted Review collected by and hosted on G2.com.

Recommendations to others considering the product:

excellent support team! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are trying to validate our value propositions. Customers are responding to our surveys! I believe Delighted format helps to encourage responses Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

Ease of use, great new reporting analytics Review collected by and hosted on G2.com.

What do you dislike?

Phone support would be helpful, but email support is very fast and responsive Review collected by and hosted on G2.com.

Recommendations to others considering the product:

They are continuously innovating. The surveys and dashboard is colorful and easy to navigate. Support is email only, but the response time is fast and the team is a pleasure to work with. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've used Delighted for NPS surveys for over 3 years. The customer insights are invaluable and we're able to automate alerts to the CSM team based on the type of response to effectively close the loop. Review collected by and hosted on G2.com.

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Head of Marketing
Leisure, Travel & Tourism
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

1 - The API and possibility to automate with CRM, sending the surveys at the right time to our customers

2 - Metrics and analytics

3 - Ability to tag and comment on each response

4 - Quick answer to the customer feedback if needed Review collected by and hosted on G2.com.

What do you dislike?

Not really dislikes, but points for improvement

1 - Some widget to insert in the site to show notes and commentaries as social proof

2 - Pixel to show if the email was open or not by the customer and If the email wasn't opened, an automation to resend the email in specific time

3 - A big improvement would be an integration with Messenger and WhatsApp to send the surveys

4 - And last, but not least, a tool to build a workflow to get a response if the client didn't saw the survey. Example: Send an email, if they don't open, send an SMS, if they didn't respond, send and whatsapp, etc... Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you need a platform to implement NPS score in your company, Delighted is a Delight, as the name suggests. It's very easy to setup and start sending automatic surveys in hours if combined with a CRM.

If you want consistent feedback from your clients, ability to tag, comment and answer reviews, and analyze data. Its a no-brainer. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

1 - Send surveys automatically to our clients

2 - Adjusting our services and process quickly based on the feedbacks

3 - Ability to respond our client at the same time we get answers

4 - Our NPS score =) Review collected by and hosted on G2.com.

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Vice President
Publishing
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

The Delighted NPS survey was very easy to set up and get going, and it has a great user experience, which increased our NPS response rate and the amount of open feedback we were receiving. As our response rate increased, so did our NPS score, and our score has become more stable over time, allowing us to know when there are real changes in NPS rather than random fluctuations from a lower response number. Their support is also amazing and helpful. Review collected by and hosted on G2.com.

What do you dislike?

Its simplicity is also limiting. I often get asked if we can add a question to the NPS survey, but we can't without adding a separate survey on the page seen after giving comments, only reaching respondents who leave comments and then directing them of Delighted and into another survey platform. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our customers are diverse and speak many different languages. Delighted gives us a great user experience, with the NPS question in all our customers' languages, ensuring that we are collecting scores and feedback from all customers and decreasing the likelihood of misunderstanding. NPS is one of our key performance indicators, and we use that feedback to find and remedy complaints, track service performance over time, and find opportunities to better serve our customers. The ability of Delighted to integrate with other applications also solved difficulties we had in following up with our NPS respondents, so now we close the loop with customers within 24 hours of their NPS response, showing them that we are listening and care about their feedback. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Service was so easy to configure from first day to live. We did MS Dynamics integration and even that was quite easy project. Their customer service has been score 10 all the time. Review collected by and hosted on G2.com.

What do you dislike?

There could be few extra features but so far that has not been big issue. For our use pricing per size of database will cause problems in the future. We send NPS email once/email and after few years we will pay probably too much just size of our email register. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have online info screen near by our shared customer service area. After launching all of our customers service workers have paid much more attention for smaller details that might cause problems in whole process. We have also got good feed back from our customers to improve our internal prosesses. Review collected by and hosted on G2.com.

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European marketing manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Delighted is a very simple and easy to use platform for getting customer feedback. We implemented it through Zapier in less than a day. Review collected by and hosted on G2.com.

What do you dislike?

Nothing really, it does what it says on the tin, and does exactly what we need it to. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Using Zapier with delighted adds an extra level of flexibility to the platform, and I would highly recommend using it with it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With delighted (and zapier) we are able to schedule Net Promoter Score surveys to go out to our customers 14 days after an order is placed, providing us with real, unbiased feedback on the service our customers have received. Review collected by and hosted on G2.com.

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Client Experience Manager
Financial Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

Simple to get up and running, direct integrations with Slack and Zendesk and the best support ever. Review collected by and hosted on G2.com.

What do you dislike?

Lack of reporting/insights causes a lot of manual work to get insights. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have easily launched surveys for multiple experience points (using multiple methods such as web and email) in a short amount of time and with the Zendesk integration, can easily initiate closed loop attempts for our service team. Review collected by and hosted on G2.com.

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AM
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It has a super clean interface that everyone from support to engineering can get around and use. The whole team loves pulling quotes as a point of conversation and proof for product developments and service reviews. It also allows you to send NPS surveys at an appropriate cadence - so not every time people complete a finishing task. Review collected by and hosted on G2.com.

What do you dislike?

I feel like the tagging and filtering functionality could use some improvement so we can divine insights and trends a little easier, but it's definitely not a deal breaker. At the lowest end of the cost spectrum, I feel its a little bit expensive. $300 a year - it's not going to break the bank, but they have priced it right at the brink. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Lots of products on the market. Delighted does what it needs to, without too much unnecessary stuff so you can focus on what matters. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Spurs internal conversations. It's a pulse on our service and product. What's interesting about NPS is that it lags - so problems that were surfacing last month, are reflected this month. Thats nothing to do with Delighted! But interesting nonetheless. Review collected by and hosted on G2.com.

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VP Customer Success
Internet
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Just the ease of integration was awesome. Being able to filter the reviews (using both NPS and CSAT) makes it really helping in finding key indicators and segments that are liking our software and those that we need to work on. Customer support has been extremely helpful and responds quickly to any questions I have. Documentation is great as well. Review collected by and hosted on G2.com.

What do you dislike?

There isn’t anything I can think of currently that I don’t like about the product. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Anyone looking to get NPS and/or CSAT scores easily with a simple user dashboard and interface, this is the software for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use NPS as a key metric and delighted makes it a breeze to manage. Especially with their api’s. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

We have been very impressed with Delighted since we've started using it. It's incredibly user-friendly and does what we need it to. The support at Delighted is incredible - fast, friendly and HELPFUL responses. Review collected by and hosted on G2.com.

What do you dislike?

We haven't run into anything we dislike yet. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're using Delighted to track NPS for our customers. It is an easy to use platform that allows to see quickly how we're performing and allows us to segment and theme these responses very quickly. Review collected by and hosted on G2.com.

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AI
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Delighted is visually pleasing as well as so super simple to use. We went from QuestionPro to Delighted and boy, am I happy we did. I even think our NPS score went up because we switched to this platform. You cannot miss the super easy to use scale at the top of the survey. Review collected by and hosted on G2.com.

What do you dislike?

I really haven't been using that long to form an opinion of what I dislike about Delighted. It seems user friendly and our respondents seem to really like it. I'm very happy we left QuestionPro to go to Delighted. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Delighted causes us to seamlessly put out our NPS survey to our customer base and hear their pain points as well as gives them the opportunity to voice what we are doing right. We take the results and use it to better our teams, especially in Support as well as Sales/Marketing. Review collected by and hosted on G2.com.

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EI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

The simplicity of the dashboard

The Flexibility of the API

The service and responsiveness of the team and Caleb the CEO Review collected by and hosted on G2.com.

What do you dislike?

Would like to have a thumbs-up/thumbs-down question as well Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Go for it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Getting on going feedback from our customers, And integrating NPS survey's in our transactional emails, website and mobile app Review collected by and hosted on G2.com.

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UN
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like how user-friendly Delighted is, both for our survey participants and for the staff members that review and synthesize the collected data. I LOVE how responsive their team is as well. Review collected by and hosted on G2.com.

What do you dislike?

I'm not sure I have anything major to report! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Would highly recommend this software to other non-profits seeking to assess the quality of volunteer experience. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are assessing our daily volunteer opportunities for the quality of experience that our volunteers have. It's been hugely useful in adjusting aspects of our volunteer program to create greater satisfaction. Review collected by and hosted on G2.com.

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