Features

This is a comprehensive list of features within Delighted. If you don’t find the capability you’re looking for, please drop us a line. We welcome any and all feedback!

Survey experience

Survey experience

The Delighted survey experience is carefully crafted to showcase your brand, respect your customers’ time, and maximize the quality and quantity of customer feedback.

Free response feedback

The true power of Delighted is the free response feedback follow-up question. Let your customers tell you how they feel, in their own words.

Optimized for mobile

Delighted surveys are designed to work beautifully on all platforms and devices, allowing your customers to leave feedback wherever they are.

Built on NPS

Delighted is built on the NPS (Net Promoter Score) system – a proven methodology used by the world’s greatest brands to gather high quality customer feedback.

Email surveys

Email surveys

Email surveys are a simple and direct way to gather feedback from your customers. You provide the email addresses, we take care of the rest.

Respond directly in email

Customers respond to Delighted surveys directly in the email they receive, resulting in higher response rates and less customer frustration.

Rigorously optimized

We take care of ensuring that the deliverability and response rate of your surveys are always optimized.

We handle delivery

Delighted handles the nuts and bolts of survey delivery. You provide the email addresses, and we’ll take care of the rest.

Survey throttling

Survey throttling increases response rates by insuring that your customes are never over surveyed.

Schedule your surveys

Specify the day and time you want your surveys to be delivered. This saves you time and ensures customers are surveyed at the most optimal time.

Multiple import formats

You can import new people into Delighted using a wide variety of formats including CSV, Microsoft Excel, or simply by pasting a list.

Fully authenticated delivery

Every email survey we send is verified using DKIM, SPF and DMARC, meeting the strictest sending policies to ensure secure and reliable delivery.

Use your own email template 1

We can provide you with URLs for each score option that can be placed into a custom email template that you’ve designed.

Web surveys

Web surveys

Automatically gather feedback directly on your website. Web surveys are great if you don’t have email addresses or want an additional way to reach your customers.

Multi-platform

Use in combination with other Delighted survey methods such as Email and SMS. We’ll manage who is surveyed across all methods.

For all types of websites

Gather feedback from visitors to your website, signed in users of your SaaS app, or after a purchase on your ecommerce website. You are in complete control.

Adaptive Sampling

We’ll ensure that you receive a smooth rate of feedback by surveying your customers at a regular tempo. We base this on a number of factors, including your current plan and website traffic.

Setup is easy

Minimal technical knowledge required! Simply drop our Javascript snippet into your website’s HTML and you'll be collecting feedback immediately.

Mobile optimized

Visitors on mobile devices will receive a survey experience optimized specifically for them.

Code-free customization

Customize the brand or product you are asking about, the language, and final thank you message within the Delighted app, not buried in code.

SMS surveys

SMS surveys

Reach your customers on the device in their pocket for instant feedback. From flip phone to smartphone, your NPS is only a text message away.

Instant feedback

Get immediate feedback from customers using a method familiar to them. Customers respond directly with their score and comment.

Flip phone to smartphone

All you need is a mobile phone number and you can gather NPS from your customers. The experience is 100% text message based. No data plan required.

Smart Scheduling

Nobody wants a text message at 2am asking for feedback. Smart Scheduling ensures your customers are only surveyed during the day.

No technical skills required

Start getting feedback now without any technical knowledge using our easy-to-use web setup experience.

Multi-platform

Use in combination with other Delighted survey methods such as Email and Web. We’ll manage who is surveyed across all methods.

Survey automatically

Autopilot lets you automatically survey customers on an ongoing basis. Add your customers and choose a time period. Autopilot does the rest.

Code-free customization

Customize the brand or product you are asking about, the language, and final thank you message within the Delighted app, not buried in code.

REST API

Use our REST API to survey customers after a delivery, when a guest checks out, or after a support interaction. The possibilities are endless.

Survey customization

Survey customization

We’ve crafted a survey experience that your customers will love to interact with, along with the tools you need to make it uniquely yours.

Look and feel

Customize your survey to match your brand. Add your logo and change colors to make it your own.

Intro message

Sometimes you may want to add a bit more of your brand voice to your survey. A short intro message can do the trick.

Thank you messages

Once your customers have provided feedback, they are presented a custom message based on how they responded. Direct them to social media or offer additional help for upset customers.

Multiple languages

Delighted supports up to 36 different languages and we’re adding more every day. Deliver your survey in the language of your customers, or send to multiple languages using our API.

Question variations 1

The NPS methodology is based around a carefully crafted question designed to produce high quality customer feedback. You can choose from a few variations to fit the context of your business.

Multiple products/services

Want to ask customers about the product they ordered instead of your overall brand? You can dynamically ask each customer about the product, person, or brand most relevant to them.

Use your own domain 1

We can configure custom DNS for you. This allows your survey emails to come from your domain.

More visual customization 1

There are a handful of additional visual customizations we can make further align the look and feel of your survey with your brand.

Web and URL-based surveys 1

We can provide you with custom survey URLs to use on your website, in your mobile app, or in your email signatures.

1. This feature is available by request at no additional cost. Please get in touch with us if you’d like to turn it on.

Analysis and reporting

Analysis and reporting

Delighted helps you gain insight from the feedback your customers are sharing. Get a bird’s eye view of customer happiness, or drill down to acute issues.

Realtime responses

Feedback appears in your dashboard in realtime. Typing indicators let you know when someone is leaving a comment, right now.

Segment responses

Use Properties to pass additional information about the people you survey. Segment your survey responses and view feedback for just those people.

Dashboard filtering

In addition to filtering by promoters, passives, detractors, and tags, you can also filter responses by any properties you’ve passed along with them.

Track your NPS over time

Graphs let you see how your NPS has changed over time. They can help you understand where you’ve been improving, and where you need more focus.

Search survey responses

Search through your entire dashboard of responses. You can search for feedback content, tags, and properties.

Search by time range

View your feedback and NPS over a specific range of time.

Trends

Trends allow you to save search and filtering criteria. View feedback and track your NPS for the things that are important to you.

Tag responses

Tags allow you to categorize responses once they’ve arrived. Use them to flag people for reaching out, or as an additional layer of organization.

Edit scores and comments

On the rare case that someone misclicks a survey or leaves an unintentional comment, you can adjust the score and comment right within Delighted, or delete the entire response.

Survey metrics

View a realtime dashboard of your survey metrics. You can view the number of surveys you’ve sent, your survey open rates, as well as your survey response rates.

PDF reports 1

PDF exports allow you to create reports from the dashboard and share them with people who may not be active users of Delighted.

Export data

We make it easy to get your data out of Delighted for further analysis with your existing tools.

NPS moving average

NPS is displayed as a 30-day moving average within Delighted. You can adjust this window to one that suits your specific needs.

1. This feature is available by request at no additional cost. Please get in touch with us if you’d like to turn it on.

Integration

Integration

Delighted works best when it is deeply and seamlessly integrated into your existing tools and workflow. We offer a number of options for making this simple.

API

While you can manually send surveys by uploading a list, using our API is the most effective way to send surveys. By integrating with the API, you can have surveys sent automatically, all the time.

3rd party integrations

Want to post realtime feedback in Slack? Or automatically sync feedback with your customers in Salesforce? We offer a number of integrations to integrate Delighted into your workflow.

API client libraries

Integrating with our API is a snap using our open source client libraries. We support a number of languages such as Ruby, Python, Node, and more.

3rd party unsubscribe 1

When people unsubscribe from Delighted emails, we can automatically update your email lists for you.

1. This feature is available by request at no additional cost. Please get in touch with us if you’d like to turn it on.

Team collaboration

Team collaboration

Delighted makes it easy to get your entire team involved. Allowing your team to read real customer feedback makes their work meaningful and more effective.

Add unlimited team members

We make it easy to invite as many team members as you’d like, while ensuring they have access to just the information and settings they need.

Survey response alerts

Receive an email alert when someone gives you a low score, mentions a specific keyword in their feedback, or when feedback arrives from a particular customer type.

Email digests

Get a quick summary of feedback, delivered to your inbox. Digests are delivered every Monday morning, or can be adjusted to arrive daily or monthly.

Subscribe to trends

Receive an email alert when a new response arrives within a Trend you’ve created. Never miss feedback about the things you care about most.

Notes

Notes allow you to comment on feedback within your teams. Discuss a piece of feedback, or add notes after following up with a customer.

Security and reliability

Security and reliability

Our customers trust Delighted to be the steward of their customer feedback. We never take for granted how important it is to be secure and available 24/7.

Multiple user roles 1

Grant members of your team varying levels of access. Restrict critical functionality to select team members. Add as many team members to Delighted as you’d like while keeping permissions intact.

2-step security

Add an additional layer of security to your account by requiring a code at sign in, sent to your mobile phone via SMS. Only you can access your account, even if someone knows your password.

High availability

Countless teams rely on Delighted for realtime feedback from their customers. Delighted strives for maximum availability for both businesses and their customers alike.

SSL encryption

Every connection to Delighted is secured with HTTPS. This ensures that all communications are protected from eavesdropping and tampering.

Automated response filtering

We analyze each response in realtime to filter out the various automated responses produced by some email clients.

Redundant backups

Information stored within Delighted is backed up securely offsite. Sensitive information such as passwords and API keys are strongly encrypted.

Redact sensitive information 1

Hide personally identifiable customer information such as names and email addresses. Invite more of your team without the worry of exposing potentially sensitive information.

1. This feature is available by request at no additional cost. Please get in touch with us if you’d like to turn it on.

Enterprise

Enterprise

Delighted is used by great brands of all shapes and sizes. We help some of the largest Fortune 500 companies gather feedback on their products.

Multiple brand support

Delighted can support multiple brands and product lines. If you have a consumer brand and an enterprise brand with different branding, you can use Delighted to gather feedback for both.

Account switching 1

Delighted is often used by many teams within an enterprise. Account switching allows managers to view aggregate feedback across the enterprise, or see the feedback of each specific team.

Additional user roles 1

Sometimes you want to have different account access levels for different people. We offer the ability ensure certain team members only see feedback related to their specific team.

Historical NPS migration 1

If you’re moving from another service, or want to import data from your homegrown system, we can help you get your existing NPS responses into Delighted quickly and easily.

IP access control 1

By providing specific IP addresses, or an IP range, you can ensure that your team is accessing Delighted on networks that you manage.

Additional billing options 1

We offer a variety of invoicing options for you to choose from. Choose from credit card, check, or ACH. We can bill you on a monthly, quarterly, or yearly schedule.

Trusted by world class brands

We help businesses who are fast-growing leaders in their space. They include Slack, Uber, Design Within Reach, Instacart, TED, Staples, and Target, just to name a few.

Formalized NDA 1

While our Terms of Service and Privacy Policy automatically cover your data and proprietary information, we are happy to review and sign mutual NDAs.

1. This feature is available to our Enterprise customers. Please get in touch with us if you’d like to turn it on.

Customer support

Customer support

Have a quick question? Want to discuss how to make customer feedback more central to your organization? We’d love to help. No question is too large or too small.

FAQ

Get answers to the most common questions we hear from our customers. Our FAQ is constantly updated with helpful tips and tricks.

Guides

Guides take a closer look at how to get the most out of Delighted. Learn about best practices for collecting and responding to customer feedback.

Free trial

We want you to experience the power of Delighted before you ever have to pay a dime. Survey 250 people for free with no feature limitations.

Change your plan at any time

We offer plans on a month-to-month basis. You can always upgrade or downgrade as your needs evolve. We’ll prorate your next charge, so you only pay for time spent on each plan.

Cancel at any time

We hate to you see you go, but in the event that you need to part ways, you can cancel at any time, hassle-free.