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.

NPS (Net Promoter Score)

Delighted is the best way to run a world-class NPS program – a proven methodology used by the world’s greatest brands to gather customer feedback and measure customer loyalty.

CSAT (Customer Satisfaction)

Delighted’s customer satisfaction survey software uses tried and true methods for collecting customer feedback. The straightforward question and rating system is perfect for measuring any customer interaction.

CES (Customer Effort Score)

Gauge the effectiveness of your support team with CES surveys. Measure and reduce the amount of effort required by customers to resolve their support issues to increase customer loyalty.


One of the most widely used rating systems, Delighted’s 5-star survey uses a fully customizable question and rating scale to gather feedback in any context for any product or service.


Keep a pulse on employee and customer satisfaction with smiley face surveys. The five universally understood smiley faces encourage spontaneous, accurate experience feedback.


It doesn’t get much simpler than thumbs up or thumbs down. Delighted’s Thumbs survey simplifies the feedback process so you can get a quick gauge on any brand experience.

eNPS (employee NPS)

Measure employee satisfaction with anonymous eNPS surveys. Resolve high-level employee concerns early and make positive organizational decisions based on unbiased, verbatim feedback.

PMF (Product/Market Fit)

Find out if your product meets the needs of the market with PMF surveys. Apply the feedback to product roadmaps and business strategies for an impactful and long-lasting lift in customer loyalty.

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.

Add Additional Questions

Ask follow-up questions to uncover crucial insight on survey responses. Layer up to 10 custom questions within a single survey flow.

Contextualize follow up

Customize a Thank You message based on the survey response. Personally follow up with low scorers and encourage high scorers to share.

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 customers 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.


Use in combination with other Delighted survey methods such as Email, SMS, and Link. 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.

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 30+ 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.

Customizable question

Choose from a variety of common customer feedback survey types, or craft your own fully customized survey question and rating scale.

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.

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, as well as by time range.

Track your score over time

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

Visualize survey results

Get presentation-ready with Snapshot and Over Time reports. Use Properties and Trends to pull in the survey results you would like to visualize, and report changes on a monthly, quarterly, or yearly basis.

Compare across segments

Analyze how your Properties and Trends correlate to customer feedback scores with a user-friendly Pivot Table. Compare performance across locations or agents, all within Delighted.

Surface unexpected patterns

Use Keywords to identify feedback patterns without having to read through every single comment. Keywords are automatically surfaced via text analysis in the Pivot Table report.

Search survey responses

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

Trends + AI text analysis

Trends allow you to save search and filtering criteria. Set the filters yourself, or let our AI-driven Smart Trends feature do the work for you. Detect patterns at scale with automatically suggested keywords and Trends.

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.

Moving average score

Your score is displayed as a 30-day moving average in your Delighted dashboard. You can adjust this window to one that suits your specific needs.

Mobile access

Analyze customer data from any location with Delighted for iOS. View a mobile dashboard of historic survey data and real time customer responses on your iPhone or iPad.

Benchmark your score

See how your NPS stacks up to competitors in 20 key industries with the in-app Benchmarks report. Filter by Trend and see how your score has fluctuated over a chosen time period.

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.



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.


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 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.



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.


Manage your entire customer experience survey program with Projects. Send different survey types to different customer segments and analyze the feedback, all from the same account.


Showcase customer feedback on any page on your website with Testimonials. Request publishing permission and configure your testimonial widget to suit your brand, all in Delighted.

Historical feedback 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 feedback into Delighted quickly and easily.

Additional user roles 1

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

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.

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.

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.

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, and Target, just to name a few.

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.

Help Center

Get answers to the most common questions we hear from our customers and learn the best practices for collecting and responding to customer feedback in our Help Center.

Change your plan at any time

We offer plans on a yearly 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.

Free plan

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

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.