Measure and improve customer loyalty with NPS survey software

With Delighted’s Net Promoter Score software, you can collect, analyze, and act on customer feedback in 3 easy steps – no dev or design resources required. Our AI-driven NPS platform handles all of the details for high response rates and actionable results.

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How to run a world-class NPS program with Delighted NPS survey software

Delighted NPS survey software brings together everything you need to run a world-class NPS program, eliminating the hassle of legacy systems and multiple tools.

STEP ONE

Create and send NPS surveys

Our survey experience is designed to respect your brand and your customers’ time. Your NPS survey can be delivered across multiple channels and devices, and in over 37 languages.

Customize NPS surveys to your brand and desired insight

Add your logo, customize colors, create a branded survey page — all in Delighted with zero code. Surface focused insights by customizing the NPS question to who you are surveying (customers or employees) and what you’d like feedback on (a feature, recent transaction, or the overall experience with your company).

NPS survey example
NPS survey follow up

Ask for detailed feedback on their NPS survey rating

Let your customers tell you how they feel, in their own words, with an open ended follow-up question. Want deeper insights? Ask Additional Questions that are powered by conditional logic based on the survey response. Layer up to 10 follow-up questions within a single survey flow for a custom NPS survey tool.

Deliver the NPS survey at the right time and place

Schedule surveys to send at routine intervals with Autopilot to measure NPS over time. Or, automatically trigger surveys based on key customer journey touchpoints using the Delighted API for highly focused feedback. Surveys can be delivered and completed across multiple channels (Web, Email, SMS, and Link) to reach people where they are and improve survey response rates.

NPS survey multi-platform
NPS survey thank you

Personalize the Thank You page by rating score

Engage customers who answer your NPS survey based on their response with a customizable Thank You message. Personalize the message to encourage customers to take action based on their rating. Let promoters know how they can get more from your brand through an app or referral program, and encourage detractors to get in touch.

STEP TWO

Measure and analyze NPS survey results with a deceptively simple NPS dashboard

Customer feedback that is trapped in a spreadsheet doesn’t help you or your customers. Visualize and segment feedback for easy reporting and analysis. Identify the key drivers behind customer happiness, and monitor the impact of your changes.

  • See all of your feedback in your customers’ own words in an easy-to-use, real-time dashboard.
  • Slice and dice your feedback any way you’d like using Properties you associate to the customer.
  • Measure multiple product lines or business units, all within a single dashboard.
  • Search on specific keywords to see scores and feedback for just those segments.
NPS survey feedback dashboard

Calculate, benchmark, and track NPS scores

  • Calculate NPS scores automatically in real time as survey responses roll in.
  • Identify the top issues that create detractors, and which segments are most likely to be promoters.
  • Monitor specific themes and see how your improvements affect the NPS rating over time.
  • Get presentation-ready charts with Snapshot and Over Time Reports — no spreadsheets required.
NPS reporting
NPS analyze feedback

Analyze NPS feedback and uncover actionable insights

  • Summarize all your NPS responses by sentiment, Trends, and Properties with the Pivot Table Report.
  • Automatically surface commonly used keywords in open-ended feedback to detect patterns at scale.
  • Compare feedback across locations and product lines to isolate areas for improvement.

Track NPS survey performance and improve response rates

  • Monitor which survey channels (Email, Web, SMS, or Link) result in the most quality feedback.
  • Get key survey performance metrics (responded, throttled, bounced, etc.) by time frame.
  • Figure out where to focus on increasing your survey response rates for actionable feedback.
Track NPS survey response
NPS survey smart trends

Discover NPS keywords and Trends with Smart Trends

  • Keywords and Trends are automatically suggested based on your verbatim NPS feedback through Delighted’s Smart Trends built-in AI capability.
  • Let the AI capability do the investigation for you and uncover recurring NPS patterns quicker with easier resolve.
STEP THREE

Close the loop on NPS survey insights

Collecting feedback is just the tip of the iceberg. Delighted takes care of the heavy lifting so you can focus your energy on proactively engaging customers and strengthening relationships.

Connect to the tools and workflows you already use

Easily integrate Delighted with 750+ tools directly or via the Delighted API. Discuss feedback in Slack, trigger surveys from Stripe, sync feedback to Salesforce, store feedback in your data warehouse, and more.

NPS survey tools
NPS survey close the loop

Empower your team with awareness and insights

Get your entire team involved with improving customer experiences. Add unlimited team members, control permissions, set up email digests, send smart Alerts to specific team members, and collaborate with Notes.

Boost conversions with Delighted Testimonials

Publish compelling customer comments anywhere on your site with our Testimonials widget. Request permission to share the feedback publicly and configure the widget to match your brand without extra design or development resources.

NPS survey testimonials

You don’t have to take our word for it

Use NPS surveys to improve the overall customer experience or hone in on specific customer touchpoints. Delighted helps some of the world’s most coveted brands gather actionable feedback from their customers.

“Everyone at Bonobos needs a direct line to customers for feedback. I know that due to Delighted, we avoided disaster.”

“Every time we open up Delighted we find a new way to improve, which at the end of the day is why we are doing this.”

“You need users’ thoughtful, raw feedback to correct and improve experiences for all customers in the future.”

“Delighted is the NPS product I always hoped someone would build. When I first saw the tool, I knew instantly that it could change the way companies measure and manage customer happiness.”

Fred Reichheld, creator of NPS and Delighted advisor