Delighted Review
Delighted is a feedback survey tool for running customer and employee experience surveys like NPS, CSAT, CES, and similar templates.
TL;DR
Delighted is a solid fit for running ongoing customer feedback programs (especially NPS/CSAT/CES) with simple setup and lots of integrations. If you need advanced survey logic, complex questionnaires, or deeper analysis, you may want a more research-oriented survey platform.
Overview
Delighted focuses on experience surveys and ongoing feedback programs rather than long, research-style questionnaires. It supports common CX templates (NPS, CSAT, CES, product-market fit, eNPS) plus custom surveys, with delivery via link, email, web, embed, SDK, and kiosk. For analysis, it provides built-in dashboards and a set of pre-built reports, plus exports and integrations. It is best suited to teams that want to operationalize feedback (routing to Slack/help desk/CRM) rather than do advanced survey research and statistics inside the product.
Ease of Use 4.5/5
Delighted is optimized for getting a CX program live quickly: pick a template (like NPS or CSAT), customize the question set, and start sending via link, email, web, embed, SDK, or kiosk. Logic is available, but it stays focused on simple, operational flows rather than complex survey design. Team access is built into paid plans with small user caps, so it works best when ownership is clear and not everyone needs admin access.
Features 3.5/5
You get the core CX building blocks: NPS/CSAT/CES/eNPS/PMF templates, additional question types (multiple choice, rating scale, free response), and conditional logic. Reporting is where Delighted feels strongest for its niche, with real-time dashboards and a set of pre-built reports including pivot tables, plus segmentation/trends filtering and exports. The trade-off is breadth: it is not trying to be a full research platform, and common "survey suite" features like matrix/ranking questions and advanced statistics are not the focus.
Key Features
Lacking Features
Looks & Design 4/5
Surveys look clean and are designed for quick completion, which fits NPS and similar feedback loops well. Branding customization (logo and colors) is included across plans, so you can keep the experience consistent with your site or product. If you need heavily custom layouts or highly designed long-form questionnaires, Delighted may feel constrained compared with general-purpose form builders.
Customer Satisfaction 4/5
For ongoing feedback programs, the product is easy to trust day-to-day because it pairs simple collection with workflows like alerts and digests, so feedback actually reaches a team. The integration ecosystem (including webhooks and a REST API) also helps keep Delighted connected to the systems where work happens. Support options vary by plan (with priority support on higher tiers), so teams with strict SLAs should confirm what response times are included.
Delighted Pricing 3/5
The free plan is useful for trying Delighted with real data (25 responses and 1 user) before committing. Pricing scales mainly by monthly response caps (Starter 50/mo, Growth 100/mo, Advanced 250/mo, Premium 500/mo), which can get expensive if you collect feedback at high volume. It is also worth noting that several popular integrations (Salesforce, Segment, HubSpot) sit on the Premium tier, so the "real" cost may jump if those are requirements.
Free plan
- 25 responses
- 1 user
- No credit card required
Starter
- 50 responses/mo
- 2 users
- Unlimited Surveys
- Unlimited CX Projects
- Branding customization (logo, colors)
- 35+ free integrations (e.g., Slack, Shopify, Zendesk)
Growth
- 100 responses/mo
- 3 users
- Unlimited Surveys
- Unlimited CX Projects
- Branding customization (logo, colors)
- 35+ free integrations (e.g., Slack, Shopify, Zendesk)
Advanced
- 250 responses/mo
- 5 users
- Unlimited Surveys
- Unlimited CX Projects
- Branding customization (logo, colors)
- 35+ free integrations (e.g., Slack, Shopify, Zendesk)
Premium
- 500 responses/mo
- 10 users
- Unlimited Surveys
- Unlimited CX Projects
- Branding customization (logo, colors)
- 35+ free integrations (e.g., Slack, Shopify, Zendesk)
- 6 premium integrations (Salesforce, Segment, HubSpot)
- Need more responses? Contact for custom pricing
Pros & Cons of Delighted
Pros
- • Free plan available (25 responses, 1 user)
- • CX-focused templates (NPS, CSAT, CES, eNPS, PMF, stars, thumbs, smileys)
- • Multiple delivery channels (link, email, web, embed, SDK, kiosk)
- • Unlimited survey sends across plans (response limits apply)
- • Integrations catalog plus REST API and webhooks
- • Built-in reporting with pre-built reports, alerts, and email digests
Cons
- • Monthly response caps on every paid tier (pricing scales with volume)
- • Premium integrations (Salesforce, Segment, HubSpot) reserved for the Premium tier
- • Not clearly positioned for advanced research workflows or deep statistical analysis (validate before choosing)
The Verdict
Delighted makes the most sense for customer experience and employee feedback workflows where you care about sending simple surveys consistently and routing results to the right tools and teams. The built-in templates for NPS/CSAT/CES and the emphasis on integrations and reporting are a good match for CX teams and product teams running lightweight in-app feedback loops. If your surveys are long, require complex experimental design, or you expect advanced cross-tabs and statistical tooling in-app, you will likely hit limits and should compare against more research-focused tools. Pricing is primarily driven by response volume and user seats, so it is worth mapping your monthly response needs before committing.
This review has been researched and written following our strictly standardized OnlineSurveyTools methodology. We believe in transparency and consistency.
- We create real accounts and build actual forms.
- We test specific features like logic, payments, and integrations.
- We evaluate the respondent experience on mobile and desktop.
- We verify pricing claims and support responsiveness.