Delighted

What is Delighted

Delighted is a self-serve experience management platform designed to help businesses gather actionable feedback from customers, employees, and users. The core purpose of the tool is to make feedback collection simple and fast. It allows companies to create and send surveys using standard metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) in just a few minutes. Founded in 2013, Delighted focuses on a user-friendly interface and powerful automation, removing the need for technical skills to get started. The company is now part of Qualtrics, a larger experience management company, which gives it strong backing and resources.

Delighted Features

Delighted offers a focused set of features to make feedback collection efficient.

• Multiple Survey Types: Users can choose from several proven survey methodologies, including NPS, CSAT, CES, 5-star ratings, Smileys, and Thumbs up/down surveys to measure different aspects of the user experience.
• Multi-channel Distribution: You can send surveys through various channels to reach your audience where they are. This includes email, web links, SMS messages, and embeddable website widgets.
• Real-time Dashboard: All feedback is collected into a central dashboard that updates in real time. This allows you to see results as they come in and quickly identify trends.
• Customization and Branding: You can customize surveys with your company's logo, colors, and a custom thank you message to ensure a consistent brand experience.
• Feedback Analysis Tools: The platform includes features like keyword search, tagging, and segmentation to help you dig deeper into the feedback and uncover specific insights.
• Automated Alerts and Reports: Set up automatic email summaries and alerts to keep your team informed about new feedback. This helps in closing the loop with customers quickly.
• Integrations: Delighted connects with many popular business tools, allowing you to automate workflows, such as sending survey results to Slack or syncing data with your CRM.

Delighted Pricing Plans

Delighted offers several pricing tiers to fit different business sizes and needs. The plans are structured based on the number of survey sends per month and the level of features included.

• Free Plan: A starting point for individuals or small businesses to collect a limited amount of feedback each month with basic features.
• Premium Plans: These are designed for growing businesses that need to send more surveys and require more advanced features. These plans typically include more survey sends, more customization options, advanced reporting, and access to more integrations.
• Enterprise Plans: For large organizations, these plans offer a high volume of survey sends, advanced security features, dedicated support, and access to the full suite of integrations and API capabilities.

Delighted Free Plan

Yes, Delighted offers a free plan. It is designed for users who are just starting with feedback collection. The free plan typically includes access to all survey types and distribution channels but has limitations. These limitations usually involve a cap on the number of surveys you can send per month (e.g., 250 sends) and access to only basic reporting and a limited number of integrations. It is a great way to test the platform's core functionality before committing to a paid plan.

How to use Delighted

Getting started with Delighted is a straightforward process.

1. Create an Account: Sign up for a free or paid plan on the Delighted website.
2. Choose a Survey Project: Select the type of feedback you want to collect, such as NPS for loyalty, CSAT for satisfaction, or eNPS for employee feedback.
3. Customize Your Survey: Add your company logo and customize the survey questions and thank you page to match your brand voice.
4. Select a Distribution Method: Decide how you want to send your survey. You can upload a list of contacts to send via email, generate a shareable link, or embed a widget on your website.
5. Send and Collect Feedback: Launch your survey. Delighted will handle the sending and collection of responses.
6. Analyze the Results: Monitor your dashboard to see feedback in real time. Use filters and tags to analyze the data and find important insights.
7. Act on Feedback: Use integrations to send feedback to other tools like Slack or Zendesk so your team can take immediate action and follow up with customers.

Pros and Cons of Delighted

Delighted is a popular tool, but it has its own set of advantages and disadvantages.

Pros:

• Extremely Easy to Use: The platform has a very clean and intuitive interface, making it possible to launch a survey in minutes.
• Fast Setup: No technical expertise is needed to create, customize, and distribute surveys.
• Good Free Plan: The free plan is generous enough for small businesses or for testing the platform's capabilities.
• Action-Oriented: The focus is not just on collecting data, but on making it easy to analyze and act upon.
• Solid Integrations: It connects well with many essential business applications.

Cons:

• Limited Customization: Compared to more complex enterprise tools, the survey design and logic options can be limited.
• Basic Reporting: While the dashboard is clear, users needing very deep, complex statistical analysis might find the reporting tools basic.
• Pricing Can Scale Quickly: The cost can increase significantly as your volume of survey sends grows.

Delighted Integrations

Delighted offers a wide range of integrations to connect with your existing tools and automate your feedback process.

• Slack: Post new survey responses directly into a Slack channel for your team to see and discuss.
• Zendesk: Create follow-up tickets in Zendesk based on survey responses.
• Salesforce: Sync feedback data to customer records in Salesforce to give your sales and support teams more context.
• Stripe: Automatically trigger surveys to customers after a payment or subscription event.
• Squarespace & Square: Send post-purchase surveys to customers who buy from your online store.
• Heap: Sync feedback with user behavior data in Heap for a more complete picture of the customer journey.
• Webhooks: Send feedback data to any custom application or data warehouse using webhooks.
• Zapier: Connect Delighted to thousands of other apps through Zapier to create custom workflows.

Delighted Alternatives

If Delighted is not the right fit, there are several other options available.

• SurveyMonkey: A very popular and flexible survey tool. It is more of a general-purpose platform and can be used for any type of survey, not just customer experience. It offers more question types and advanced logic.
• Hotjar: This tool combines feedback collection (polls and surveys) with user behavior analytics like heatmaps and session recordings. It is a good choice if you want to understand both what users say and what they do.
• Typeform: Known for its beautiful and conversational survey design. If the user experience of the survey itself is your top priority, Typeform is a strong alternative.
• Qualtrics CoreXM: As the parent company of Delighted, Qualtrics offers a much more powerful and comprehensive experience management platform. It is designed for large enterprises with complex research and analysis needs.

Delighted API

Yes, Delighted provides a powerful REST API for developers. The API allows you to programmatically manage contacts, send surveys, and retrieve feedback data. This is useful for building custom integrations or automating feedback workflows beyond the standard integrations.

To get your API key, you typically need to be on a paid plan. You can find the key in your Delighted account settings, usually under the API or Integrations section.

Here is a simple example of how to send a survey using the API with cURL:

curl -u YOUR_API_KEY: \
     -X POST https://api.delighted.com/v1/people.json \
     -d 'email=customer@example.com' \
     -d 'name=Customer Name' \
     -d 'delay=604800' \
     -d 'properties[customer_id]=123'

This code sends a survey to customer@example.com with a delay of one week.

Delighted Affiliate Program

Delighted does not have a publicly advertised affiliate program with standard commission rates. However, they do have a partner program for agencies, consultants, and technology companies who want to work with Delighted. If you are interested in becoming a partner or promoting Delighted as an influencer, it is best to contact their sales or support team directly. They can provide information on potential partnership opportunities and referral arrangements.