Delighted Reviews

Does a variety of CSAT/NPS surveys, integrated very well with Zapier to kick off survey sending, easy configuration, does what its supposed to.

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.

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.

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!

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!

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.

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.

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.

I highly recommend considering them if you're evaluating an NPS/CES survey.

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.

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.

They don't yet have a way to auto-populate Google Reviews using the customer's response.

Make use of their customer success team.

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!

One great thing with Delighted is that you can customize the kind of feedback you want from your audience. That means you can decide how you want your audience to reply to your poll. It's easy to build and customize surveys too. Surveys can be sent either as SMS, web, or emails. Lastly, Delighted offers an in-depth analysis of your results for you.

If I weigh the pros and cons, I'll say it has zero cons. Perfect platform.

It's an option to go for when you want to design nice opinion polls. Good one

We get polls easily and get them customized in the perfect of ways. Usually with a smooth process, and an analysis polls results.

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

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...

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.

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 =)

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.

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.

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.

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.

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.

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.

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.

There isn’t anything I can think of currently that I don’t like about 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.

We use NPS as a key metric and delighted makes it a breeze to manage. Especially with their api’s.

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.

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.

Lots of products on the market. Delighted does what it needs to, without too much unnecessary stuff so you can focus on what matters.

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.

Ease of setup for email and in-app surveys, easy to work with API, integrations (with Slack, Intercom and Advocately), good Dashboard. Their Support team is responsive and excellent.

The custom reports (Trends) leave a little bit to be desired

Set up is very easy - start using email surveys and figure it out from there. Delighted support is very good - so ask them for help. Use a service like Advocately to turn your Promoters into advocates, reviewers, etc.

Look into using multiple linked projects to survey different groups - like significant segments, or your own employees.

We are turning our Promoters into effective advocates (via favourable reviews, referrals,etc.), using Detractor feedback to help reduce churn and focus our marketing better (by not targeting the wrong customers), and folding all feedback into our continuous improvement program

Delighted is a very simple and easy to use platform for getting customer feedback. We implemented it through Zapier in less than a day.

Nothing really, it does what it says on the tin, and does exactly what we need it to.

Using Zapier with delighted adds an extra level of flexibility to the platform, and I would highly recommend using it with it.

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.

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.

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.

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.

The API. It's really easy in terms of use and helped us a lot to integrate more services into the whole user journey.

Probably the fact that I cannot order people in time descending order according to the last time a mail was sent to them

We know for sure how happy/unhappy our customers are and we can finally give them a voice that may lead to new customers

The API Documentation and built-in integrations are handy and easy to set up. It's easy and it works. The best part though is the amazing support that's provided. Sean went above and beyond to ensure our complex software driven NPS strategy was a success, thanks Sean!

The reporting and visualization within the App is still pretty limited and hasn't changed in over 6 months, the API allows you to do everything, but it's a bit awkward trying to get people and their attributes all in one place and surveys sending out programmatically.

Measuring NPS and segmenting scores and comments

Simple to get up and running, direct integrations with Slack and Zendesk and the best support ever.

Lack of reporting/insights causes a lot of manual work to get insights.

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.

I have been very impressed with the clean interface and user friendly design of Delighted. The company is always super responsive to questions, suggestions, and support requests. I tried out a few other NPS survey tools before trying Delighted and I'm glad I kept looking until I found it.

Nothing! We are a B2B company and when we asked to modify the survey to better reflect that (by changing "friend" to "colleague") Delighted was incredibly fast to make the change.

NPS is one of our key performance indicators and Delighted has made it very easy to track.

We wanted a simple NPS scoring tool that could be customized quickly with minimal integration work. Delighted was perfect. We've been using it for almost a year at Stowaway Cosmetics and couldn't be happier with how it helps us stay in touch with our customers needs and gives us a chance to better server their needs.

Absolutely nothing! If you need a tool to measure customer sentiment and get your NPS scoring done simply this is it.

Customers might not always be willing to email us with a problem or question but a survey email is a simple way for them to show their satisfaction. It gives us a chance to hear about issues that might have otherwise gone unnoticed because it was never logged or emailed in.

- Great API

- Great integration

- Great UX

- Great way to slice and dice the data

Sometimes too simple in terms of data analytics. Salesforce integration could be better

Measure NPS

Drive growth through NPS

Support - I was extremely impressed with the support I was given. This is more of a self service platform but I had an issue with a feature that I expressed to the feedback portion of the site. I received a lengthly email back within 20 minutes. Delighted then fixed my problem (customized my instance) to make it more useful for our business. Quick and personalized service goes a long way!

Conversion - compared to other tools, the NPS survey sits directly in the email. This allows users to answer without having to click a link. From what I've seen, this greatly increases conversion and engagement.

Trends - I like that you can segment the data based on tags to understand trends across different business units or accounts.

Filtering - This allows you to quickly check the NPS of different segments of your business without having to run a cumbersome report.

Out of the box, there is no reminder feature to send to people say 2 or 3 days after sending the first email. The throttle feature cannot be turned off. This means that you can't send a reminder to anyone that their survey has yet to be answered (until 30 days has elapsed). While the idea is good in practice, this greatly reduces our conversion rate.

On the People tab, you cannot search an email address. You have to scroll through every page to see if you've emailed someone in the past. This is long and tedious.

When you export a list of users, you have to export one of Active, one of Unsubscribed, and one of Bounced. Ideally, it would export one list and label each of the status.

No way to go in and edit data after the survey has been sent. So if I mistakenly tag someone with a typo, I cant fix the typo so there are two buckets that the data is falling in.

Give it a try first before buying. It takes a little getting used to (tagging and reporting). Once you have it down, it should be a great tools for smaller teams.

We have the ability to track the NPS of different parts of our business without putting in too much work. Using the API will allow us to integrate the surveys directly into our product so we are sure to receive a constant flow of feedback.

Tracking the NPS over time can help us identify where we are doing well along with problem areas.

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.

We haven't run into anything we dislike yet.

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.

I like how easy it is to set up, as well as the number of integrations they have, notably Intercom.

Not very much to dislike, but I wish there was an easy way to segment your audience, and who you were sending NPS surveys to.

Simple to use net promoter score tool.

We have certainly realized the benefit of getting valuable feedback from customers on what they like and don't like about our product.

Love the web app survey option. Being able to tag and add trend to responses is great for reporting.

It would be good to manage segments of users better as currently if you want to email an NPS survey there is no way of segmenting the users you have uploaded.

Great for launching an NPS tool without much experience of using one before.

Helps us understand what people think of our product and a feel for Customer happiness levels.

It is incredibly easy to use and set up and train other users on. The trends are easy to set up so you can see individual stores at a glance.

I wish automation was a bit easy to set up. That's about it.

We weren't tracking NPS before. Now we can get daily feedback from customers so we can improve our business processes.

Delighted always answers questions fast and they never tire of explaining want walking you through their system!

I basically don't have any issues with Delighted

excellent support team!

We are trying to validate our value propositions. Customers are responding to our surveys! I believe Delighted format helps to encourage responses

For the price, Delighted provides outstanding feature value and is quick to setup.

I do wish we could add a question or two from time to time to help us track specific improvement initiatives we are working on at the time.

Delighted is the simplest tool I have found for tracking NPS (especially for a small business not looking for a huge price tag)

I simply wanted to track customer feedback quickly. The benefit is allowing my frontline employees to see/hear the voice of the customer.

Ease of use, great new reporting analytics

Phone support would be helpful, but email support is very fast and responsive

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.

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.

Extremely simple to use. It does one thing very well, determines NPS

Not much, except being able to manually edit custom fields.

It is very simple, test a pilot group first.

Customer Satisfaction and learning who is an advocate versus who has a problem.

Simplicity of email format and dashboard

Detail Reporting needs improvement, reporting views are limited.

Customer feedback gives us a realtime look into how we are performing. We realtime know when something or someone in our business isn't performing to our brand standards.

It is incredibly easy to set up and start getting meaningful feedback from your customers. They also integrate with many other products we use. My favourite is the Slack integration. It is a great way of making sure the feedback from our customers gets distributed throughout the company.

There is nothing I dislike about Delighted. It continually meets and exceeds my expectations. I look forward to seeing the company grow and excel :)

Having a high NPS is integral for long term success. While Delighted sends surveys and aggregates feedback, the actual benefit we are realising is making our company and product better. This will increase revenue. Start running NPS today.

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.

I'm not sure I have anything major to report!

Would highly recommend this software to other non-profits seeking to assess the quality of volunteer experience.

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.

The high response rate from customers is brilliant. We use the feedback to catch people dissatisfied with any part of our service and reengage them.

There's nothing to dislike. It's a very simple solution / service and very simple to use.

We look for ways to improve signup and customer retention. We realize that some people may not fully understand the service or don't know how to implement it and they often don't contact support. However, they will leave a review. This means we can proactively contact them to reengage.

ease of use, in our case, for customers and students to rate their level of satisfaction

maybe it was our administrator, but sometimes the score came it without comments. it would be helpful to have comments as data points for passives and detractors.

mostly helping us get the insights we need for satisfaction

Delighted is easy to get up and running. The client-facing experience is well designed.

Delighted could use more integration options.

We needed a quantitative pulse on each of our client's health. We've surfaced opportunities for referrals and reviews while also saving accounts we didn't realize were in trouble.

Support has been phenomenal. Tool is easy to use.

None at this moment. I like how simple it is.

Sending NPS, CSAT, SMS based surveys to customers

The simplicity of the dashboard

The Flexibility of the API

The service and responsiveness of the team and Caleb the CEO

Would like to have a thumbs-up/thumbs-down question as well

Go for it!

Getting on going feedback from our customers, And integrating NPS survey's in our transactional emails, website and mobile app

Ease of use and customisations for bucketing the responses the way we wanted (properties) that helps us to segment and analyse the responses in many layers.

None at this juncture that I can think of.

Customer centricity and ability to address problems at the strategic levels.