Delighted

What Delighted does

Delighted is a cloud-based customer experience (CX) feedback platform that enables organizations to collect, analyze, and act on customer and employee feedback through standardized metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Product-Market Fit (PMF), and Employee NPS (eNPS). The product spans two core offerings — Delighted Surveys for one-off questionnaires and Delighted CX for automated recurring feedback programs — and distributes surveys across Email, Web, SDK, Kiosk, SMS, Embed, and Link channels. The platform supports REST API access, native mobile apps on iOS and Android, integrations with Slack, Salesforce, Stripe, Zendesk, Heap, Zapier and 100+ other tools, and an AI add-on (Delighted AI) for analyzing open-ended responses. Delighted was founded in 2013 by Caleb Elston, Mark Dodwell, and Mike Gowen, was acquired by SAP and integrated into Qualtrics in 2021, and operated as 'Delighted, a Qualtrics Company' out of Provo, Utah (with a Palo Alto mailing address in firmographic records).

The business runs on a product-led growth, freemium-to-subscription model. A free survey maker serves as the top-of-funnel entry point, with a 14-day Premium trial and a 7-day pilot (250 free responses) designed to drive conversion into paid Premium and Premium Plus tiers that unlock multiple projects, integrations, team access, priority support, and a dedicated Customer Success Manager. Customer segmentation spans CX, Customer Service, Product, Marketing, and HR teams, as well as ecommerce, technology, and nonprofit verticals. The platform reports 75,000+ brands globally (including Google, PayPal, DoorDash, Instacart, OpenTable, Affirm, Allbirds, Bonobos, Indeed, Heap Analytics, Glassdoor, TED, HotelTonight, Tuft, and ClassPass), processes 300+ million surveys per year at 45 responses per second, and holds a 4.9 Capterra and 4.7 G2 rating.

The strategic context is defined by a wind-down: Delighted announced in March 2026 that its platform will shut down permanently on June 30, 2026. Qualtrics customers have a one-click migration path to the Qualtrics XM Platform, while Simplesat launched an express migration program covering free data import, survey recreation, integration setup, and remaining contract months for annual subscribers. Revenue is not publicly disclosed; given the 11–50 employee count, freemium-heavy customer base, and Qualtrics ownership, the product is positioned as a feeder to Qualtrics' enterprise XM suite rather than a high-ARR standalone business.

Name

Delighted

Legal name

Delighted LLC

Website

https://delighted.com

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

11–50 employees

Short description

Delighted is a cloud-based CX feedback platform acquired by Qualtrics (SAP) in 2021, serving 75,000+ brands with NPS, CSAT, CES, and eNPS surveys distributed across email, web, SDK, SMS, and kiosk channels on a freemium-to-subscription model, scheduled to shut down June 30, 2026.

Ownership category

akta.pro rank

Product category

Customer Experience Management Software

NAICS

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (518)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Loyalty, Rewards & Retention Platforms (BPAFAFAH)

Keywords

• Customer experience platform
• Survey management software
• Net Promoter Score tool
• Customer feedback analytics
• Employee engagement surveys

Headquarters

HQ city

Palo Alto

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. Subscription Software: Freemium model with free survey maker and tiered Premium/ Premium Plus plans. Free accounts limited to single project; Premium plans allow multiple projects with advanced features including integrations, team access, and priority support.

Pricing tiers

Go-to-market motion1 record

Distribution channels7 records

Marketing channels7 records

Core offering

Delighted is a cloud-based experience management platform that enables businesses to create, distribute, and analyze customer and employee feedback surveys across email, web, SMS, kiosk, SDK, and embed channels. The platform supports industry-standard metrics (NPS, CSAT, CES, PMF, eNPS, 5-Star, Smileys, Thumbs) and delivers real-time analytics dashboards with tagging, segmentation, and AI-powered analysis of open-ended responses. It is positioned as a pathway to the Qualtrics XM Platform for enterprise scaling.

Product overview

Delighted is an experience management platform comprising two core products: Delighted Surveys for one-off questionnaires with open-ended, rating scale, and multiple choice questions; and Delighted CX for automated feedback programs using industry-standard metrics (NPS, CSAT, CES, Product/Market Fit, eNPS, 5-Star, Smileys, Thumbs, and Custom surveys). The platform distributes surveys via Email, Web, Link, SDK, Kiosk, and Embed channels. Add-on capabilities include Delighted AI for augmented insights, mobile apps for iOS/Android, Autopilot for recurring survey automation, REST API for programmatic access, and Reporting & Analytics dashboards. The platform is positioned as a pathway to Qualtrics enterprise solutions, with Delighted being acquired by SAP/Qualtrics.

Differentiator

Problem solved

Functional benefit

Products and services

• Delighted Surveys One-off questionnaire tool that allows users to create surveys using open-ended, rating scale, and multiple choice questions to ask audiences anything. For businesses and teams needing quick, ad-hoc feedback collection.
• Delighted CX Automated customer experience feedback program platform for monitoring and acting on industry-standard metrics including NPS, CSAT, CES, Product/Market Fit, and eNPS. Includes dashboards, reports, tagging, and segmentation. For customer experience, customer service, product, marketing, and HR teams.
• Delighted AI AI-powered enhancements that augment customer feedback programs with built-in artificial intelligence for deeper insights, including natural language processing of open-ended survey responses and sentiment categorization.
• Delighted Mobile App iOS and Android native mobile applications for tracking NPS and CX metrics in real-time, with push notifications, keyword search, and home screen widgets. For team members who need on-the-go access to customer feedback.
• Autopilot Automated recurring survey scheduling that distributes surveys evenly over 3, 6, or 12 month intervals with timing optimization for response rates, maintaining continuous feedback collection without manual intervention.
• Delighted REST API Programmatic REST API enabling developers to send surveys, manage responses, add people to Autopilot, and retrieve feedback data, with webhooks for feedback and unsubscribe events. For developers and enterprise customers requiring custom integrations.
• Reporting & Analytics Real-time feedback dashboards, Trends analysis, filtering, segmentation, and customizable reports for tracking customer experience metrics and identifying actionable insights.
• Testimonial Software Feature for collecting and managing customer testimonials from survey responses, allowing brands to capture and showcase positive feedback.
• Delighted + Qualtrics Migration Enterprise upgrade pathway that allows Delighted customers to migrate their CX program to the Qualtrics XM Platform with one-click data transfer, enabling enterprise-scale experience management as programs mature.

Quantifiable outcome

• 45 survey responses answered every second globally
• +3 more outcomes

Named customers15 records

Segments8 records

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration17 records

AI capability2 records

Feature6 records

Partnerships

Seven partnerships are on record, tiered core, flagship and minor.

• SlackcoreTechnology or IntegrationNative Slack integration sends feedback responses directly to Slack channels based on configurable conditions. Includes daily digest with 30-day metric scores and breakdown of previous day's feedback. Supports private channels and PII redaction.
• SalesforcecoreTechnology or IntegrationSalesforce integration syncs feedback data for customer relationship management and closed-loop follow-up workflows.
• StripecoreTechnology or IntegrationAutomated survey triggers for Stripe customers following one-time payments or subscriptions, enabling transactional feedback collection.
• ZendeskcoreTechnology or IntegrationIntegration with Zendesk for follow-up with customers who have received Delighted surveys and support case management.
• ZapiercoreTechnology or IntegrationZapier integration enables automated workflows connecting Delighted with thousands of applications including Pipedrive, BambooHR, and more.
• QualtricsflagshipTechnology or IntegrationDelighted is a Qualtrics company. One-click migration from Delighted to Qualtrics XM Platform for enterprise scaling. Integration ecosystem shared between platforms. Part of SAP Group.
• SimplesatminorChannel Partner/ Reseller/ DistributorSimplesat launched express migration program for Delighted users ahead of June 30, 2026 shutdown. Includes free data import, survey recreation, integration setup. Annual plan subscribers have remaining contract months covered.

Scale indicators5 records

Recent moves8 records

Expansion highlights5 records

Direct peers

• Typeform: Typeform provides a modern, conversational survey and form-building platform targeting customer feedback and lead generation use cases, directly competing with Delighted Surveys on ease of use and design.
• SurveyMonkey: SurveyMonkey is one of the largest online survey platforms globally, offering DIY survey creation, distribution, and analytics — directly overlapping Delighted's survey builder, distribution channels (email, web, link), and CX use cases.
• Promoter.io: Promoter.io is an NPS and customer feedback platform focused on B2B SaaS companies, directly comparable to Delighted's NPS-led approach with closed-loop workflows and segmentation.
• Sogolytics: Sogolytics (formerly SoGoSurvey) provides online survey, employee engagement, and customer feedback tools with an SMB-friendly self-serve model — directly comparable to Delighted's freemium survey and CX use cases.
• Wootric (InMoment): Wootric, now part of InMoment, is a customer feedback platform specializing in NPS, CSAT, and CES — highly comparable to Delighted's core CX metrics product, with deeper integration into the broader InMoment experience management suite.
• CustomerGauge: CustomerGauge is an enterprise NPS and customer experience platform with closed-loop workflows, account-level scoring, and B2B CX reporting — closely comparable to Delighted's NPS-led CX approach but with deeper B2B account management.
• AskNicely: AskNicely is a customer experience platform specializing in NPS tracking, real-time feedback collection, and frontline coaching — directly comparable to Delighted CX in target customer, methodology (NPS-first), and frontline team use cases.
• Simplesat: Simplesat is a lightweight CX survey platform focused on CSAT and customer feedback, and has launched an express migration program for Delighted users — making it both a direct competitor and the most immediate successor absorbing Delighted's customer base.

Broad incumbents

• Qualtrics: Qualtrics is Delighted's parent company and a broad experience management (XM) platform serving enterprise CX, EX, and market research programs. Delighted was positioned as an SMB/PLG entry point into the Qualtrics ecosystem, making Qualtrics both an internal peer and direct product overlap.
• Medallia: Medallia is an enterprise experience management platform covering customer feedback, NPS, speech/text analytics, and journey analytics — overlapping Delighted's CX/NPS functionality but at a much larger enterprise scale and broader portfolio.

Market position

Strengths3 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights5 records

Customer concentration

• Xx.com/delighted
• YouTubeyoutube.com/channel/UCPK3c3ihD64X2zdGbdF-ceA
• Facebookfacebook.com/delighted
• LinkedInlinkedin.com/company/3269121

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds1 record

Investors7 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Delighted