Delighted

(29)
4.8 out of 5 stars

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

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Delighted review by April T.
April T.
Validated Reviewer
Verified Current User
Review Source

"Driving business results through NPS by Delighted"

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.

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.

What business 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.

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Delighted review by Heikki H.
Heikki H.
Validated Reviewer
Verified Current User
Review Source

"Really easy and simple to use platform to get NPS feedback from our B2B customers."

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.

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.

What business 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.

What Survey solution do you use?

Thanks for letting us know!
Delighted review by Aleksander P.
Aleksander P.
Validated Reviewer
Verified Current User
Review Source

"Its easy, efficient and effective"

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

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...

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.

What business 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 =)

Delighted review by Travis R.
Travis R.
Validated Reviewer
Verified Current User
Review Source

"Easy and fast way to manage NPS!"

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.

What do you dislike?

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

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.

What business 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.

Delighted review by Administrator in Market Research
Administrator in Market Research
Validated Reviewer
Verified Current User
Review Source

"Easy to use"

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.

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.

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.

What business 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.

Delighted review by Michael M.
Michael M.
Validated Reviewer
Verified Current User
Review Source

"Delighted is one the key tools in our business. It works very well. "

What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product

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.

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

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 review by Mike H.
Mike H.
Validated Reviewer
Verified Current User
Review Source

"Simple and Easy to use"

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.

What do you dislike?

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

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.

What business 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.

Delighted review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Delighted - If you need to do an NPS survey, this is your tool! "

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.

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.

What business 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.

Delighted review by Shaun V.
Shaun V.
Validated Reviewer
Verified Current User
Review Source

"Exceptional Support and It Just Works"

What do you like best?

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!

What do you dislike?

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.

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

Measuring NPS and segmenting scores and comments

Delighted review by Alix B.
Alix B.
Validated Reviewer
Verified Current User
Review Source

"Great tool for NPS tracking"

What do you like best?

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.

What do you dislike?

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.

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

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

Delighted review by User in Cosmetics
User in Cosmetics
Validated Reviewer
Verified Current User
Review Source

"Using Delighted is a Delight!"

What do you like best?

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.

What do you dislike?

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

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

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.

Delighted review by Administrator in Internet
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source

"Easy and Effective Survey Tool"

What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product

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.

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

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.

Delighted review by Heather M.
Heather M.
Validated Reviewer
Review Source

"Incredible support, easy to use product"

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.

What do you dislike?

We haven't run into anything we dislike yet.

What business 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.

Delighted review by Patrick E.
Patrick E.
Validated Reviewer
Verified Current User
Review Source

"Excellent Automated Promoter Scores"

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

Simple to use net promoter score tool.

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

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

Delighted review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Easy and simple tool for measuring NPS"

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

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

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

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

Delighted review by Jessica C.
Jessica C.
Validated Reviewer
Verified Current User
Review Source

"Easy to setup and integrate and backed by the BEST support"

What do you like best?

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

What do you dislike?

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

What business 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.

Delighted review by Ryan L.
Ryan L.
Validated Reviewer
Verified Current User
Review Source

"Great NPS Solution"

What do you like best?

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.

What do you dislike?

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

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

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

Delighted review by Jason A.
Jason A.
Validated Reviewer
Review Source

"Outstanding service to track NPS quickly"

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

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

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

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

Delighted review by Nivas R.
Nivas R.
Validated Reviewer
Verified Current User
Review Source

"Simple and easy to use"

What do you like best?

Delighted is a very easy to use and simple tool. Clearly shows the results of the survey and helps act on it from within the tool. The support has also been very efficient and helpful. Definitely recommended.

What do you dislike?

Nothing much to dislike. Just a couple of feature additions to be done but I bet they will be taken care soon.

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

We work on Freshsales CRM and we use Delighted and Advocate.ly to obtain reviews on G2 Crowd. Has been really helpful.

Delighted review by Charlie R.
Charlie R.
Validated Reviewer
Verified Current User
Review Source

"A Simple tool that is laser focused on NPS"

What do you like best?

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

What do you dislike?

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

Recommendations to others considering the product

It is very simple, test a pilot group first.

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

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

Delighted review by Brandon D.
Brandon D.
Validated Reviewer
Verified Current User
Review Source

"Game Changer for Customer Feedback"

What do you like best?

Simplicity of email format and dashboard

What do you dislike?

Detail Reporting needs improvement, reporting views are limited.

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

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.

Delighted review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source

"Awesome NPS Product"

What do you like best?

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.

What do you dislike?

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

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

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.

Delighted review by User in Non-Profit Organization Management
User in Non-Profit Organization Management
Validated Reviewer
Review Source

"Excellent survey and analytics tool"

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.

What do you dislike?

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

Recommendations to others considering the product

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

What business 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.

Delighted review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Simple survey solution with high response rate"

What do you like best?

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.

What do you dislike?

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

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

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.

Delighted review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Verified Current User
Review Source

"NPS scores made easy"

What do you like best?

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

What do you dislike?

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.

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

mostly helping us get the insights we need for satisfaction

Delighted review by User in Internet
User in Internet
Validated Reviewer
Verified Current User
Review Source

"Simple and effective"

What do you like best?

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

What do you dislike?

Delighted could use more integration options.

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

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.

Delighted review by Neha V.
Neha V.
Validated Reviewer
Review Source

"Delighted is Awesome"

What do you like best?

Support has been phenomenal. Tool is easy to use.

What do you dislike?

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

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

Sending NPS, CSAT, SMS based surveys to customers

Delighted review by Executive Sponsor in Information Technology and Services
Executive Sponsor in Information Technology and Services
Validated Reviewer
Review Source

"Delighted has been critical for our business and my personal success"

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

What do you dislike?

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

Recommendations to others considering the product

Go for it!

What business 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

Delighted review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source

"We wanted to implement NPS for benchmarking ourselves in product and services offered."

What do you like best?

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.

What do you dislike?

None at this juncture that I can think of.

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

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

Kate from G2 Crowd

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