What it is
Delighted is a single-question survey tool for NPS, CSAT, and CES, owned by Qualtrics since 2018. It does one thing well: fire a frictionless survey over email, web, link, or SMS and route the response into your stack. It was the canonical “set it up in an afternoon” choice — the SurveyMonkey-grade simplicity of the voice-of-customer category, the opposite of a heavyweight platform like Qualtrics or Medallia.
The decision is already made for you: do not adopt Delighted. Qualtrics is sunsetting the product. Per Delighted’s own sunset notice, annual renewals stopped July 1, 2025, monthly renewals stop May 31, 2026, and all customer access is terminated on June 30, 2026 — 24 days from this entry’s last_updated. Feature development has been frozen since the announcement. Customer data is deleted after the sunset date unless you export it first.
Why it shows up in Customer Success stacks
It still shows up because it was, for years, the path of least resistance for a CS team that needed an NPS or CSAT number and didn’t want to buy a survey platform:
- Deploy in an afternoon. Email, web embed, shareable link, SMS — no implementation project, no CSM-of-record needed to configure it.
- Clean metric routing. Scores flow into Slack, Salesforce, and HubSpot, or out via the API/Zapier into a warehouse or a Gainsight/Vitally/Catalyst health score.
- No AI to speak of. This was a 2014-era survey tool. There is no native LLM theme-extraction or agentic analysis — you pipe verbatims elsewhere to do that.
Pricing
Pricing is academic now — you cannot start a new annual contract, and monthly access ends June 30, 2026. For reference, the historical tiers (responses/month):
- Free — 25 responses, 1 user
- Starter — $19/mo, 50 responses, 2 users
- Growth — $39/mo, 100 responses
- Advanced — $149/mo, 250 responses
- Premium — $249/mo, 500 responses, Salesforce/HubSpot/Segment integrations
Best for
Nobody, as a new purchase. The only readers this page serves are existing Delighted customers who need a migration plan before June 30, 2026:
- Export first. Pull your full response archive and historical NPS/CSAT trend via the API or in-app export. After the sunset date the data is gone.
- If you live in Qualtrics’ world, the official path is Qualtrics XM (CustomerXM), but that is a $50K+/year enterprise platform with a multi-month implementation — wildly oversized for a team that only wanted an NPS number.
- If you wanted Delighted’s simplicity, the like-for-like replacements are SurveyMonkey/Momentive, Customer Thermometer, or Zonka Feedback. CS teams already running Gainsight, Vitally, Catalyst, or ChurnZero should check whether their platform’s native survey module now covers NPS/CSAT well enough to drop the standalone tool entirely.
Watch-outs
- The June 30, 2026 hard cutoff. Access ends and data is deleted — guard: export your archive and stand up the replacement before the date, not after. There is no grace period implied in the notice.
- Don’t migrate to Qualtrics XM by default. The “official” path is a 10-100x cost jump for most Delighted use cases — guard: scope your actual need (one or two metrics, a few thousand sends) against a lightweight replacement before signing a Qualtrics contract.
- Frozen product. No new features, integrations, or fixes since the announcement — guard: do not build new automation on top of Delighted’s API; point new integration work at the replacement tool.