Delighted
Collect and analyze feedback with the fastest, easiest experience management platform.
Executive Summary
Delighted is an experience management platform that enables businesses to quickly gather and analyze customer and employee feedback through various survey types like NPS, CSAT, and CES. It is used by customer experience, product, marketing, and HR teams across companies of all sizes to understand sentiment, drive actionable insights, and improve overall experience. The platform's key value lies in its user-friendly interface, rapid deployment, and AI-driven analysis, allowing organizations to efficiently monitor and act on feedback to foster loyalty and growth.
Use Cases
- Gathering real-time customer feedback at various touchpoints (e.g., post-purchase, after support interaction).
- Measuring and tracking key customer experience metrics like NPS, CSAT, and CES over time.
- Collecting employee feedback to understand engagement and improve internal processes (eNPS).
- Understanding user insights for new product features or before a product launch.
- Identifying pain points and areas for improvement in the customer journey.
- Automating feedback collection and routing insights to relevant teams for action.
Features
Visibility
- Real-time Dashboards: Access an intuitive, real-time dashboard to view all survey results, track key metrics like NPS, CSAT, and CES, and monitor customer sentiment at a glance.
- Feedback Segmentation & Filtering: Slice and dice feedback effortlessly using custom properties, tags, keyword filtering, and time periods to identify trends and issues within specific customer segments.
- Custom Report Builder: Create and customize reports to share with teams, comparing results from different questions or segments for powerful data analysis.
- Trend Monitoring: Monitor how scores change over time for various customer or employee segments, helping to identify the issues that most impact happiness.
Intelligence
- AI-driven Smart Trends: Automatically surfaces key drivers, keywords, and themes from open-ended feedback, applying the wisdom of the crowd to provide instant customer insights.
- AI Recommended Questions: Utilizes AI to suggest optimal survey questions, including demographic and situational queries, to enhance survey effectiveness and data quality.
- Automated Feedback Programs: Launch evergreen surveys along the customer journey to continuously monitor and act on proven customer experience metrics.
- Sentiment Analysis: Analyzes text responses to gauge sentiment, helping to quickly understand the emotional tone behind customer comments.
Support
- Help Center & Documentation: Comprehensive online resources, articles, and videos to guide users through platform setup, customization, and best practices.
- Community Forum: Access to a community of users for shared knowledge, support, and best practices.
- Integrations Library: Extensive library of 35+ integrations with popular business tools like Slack, Shopify, Zendesk, Salesforce, and HubSpot to automate workflows.
Technical Specifications
- Architecture
- Cloud-native SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO, SAML 2.0, MFA (likely supported via Qualtrics integration)
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
- GCP
AI/ML Stack
- NLP
- Machine Learning
Security & Compliance
Certifications: SOC 2 Type II, GDPR
Encryption: AES-256 at rest, TLS 1.2+ in transit (standard for cloud SaaS)
Pricing
- Model
- Tiered subscription, per response/user
- Starting Price
- Free plan available; paid plans start at $19/month (Starter) up to $249/month (Premium), custom pricing for enterprise needs.
- Target Customer
- SMB to Enterprise
- Contract Type
- Monthly, Annual
- Free Trial
- Yes, Free plan (25 responses), 14 days for Premium features (credit card required)
Ratings & Reviews
G2: 4.7/5
About Qualtrics
Qualtrics is an American experience management company with co-headquarters in Provo, Utah, and Seattle, Washington. Founded in 2002, it offers a cloud-based subscription software platform for managing customer, employee, product, and brand experiences. As of March 2023, over 18,750 organizations globally use Qualtrics's platform, which leverages advanced AI to help identify and resolve friction points. In October 2025, Qualtrics acquired healthcare-focused technology company Press Ganey for $6.75 billion.