If you’re in charge of customer feedback, product launches, or go-to-market (GTM) at a B2B company, you’ve probably heard of Delighted. Maybe you’re skeptical. Maybe you’re just tired of wading through “transformative solution” nonsense when all you want is a tool that actually helps you understand what your customers think—and doesn’t take a week to set up. This review cuts through the noise and gives you the real story on Delighted: what it does, what it costs, what it’s good at, and where it falls short for B2B GTM teams in 2024.
Who Should Care About Delighted?
You run or work in a B2B GTM (go-to-market) team. You’re tired of gathering customer feedback with clunky forms or, worse, guessing what buyers think. You want something that plugs into your existing stack, gets responses fast, and doesn’t require a PhD to set up. You don’t need enterprise consulting. You need results.
If you’re a small to mid-size team (think 2–50 people), or a product manager or revenue leader who actually wants to act on customer feedback, this guide’s for you.
What Is Delighted, Really?
Delighted is a customer feedback platform that makes it easy to send out surveys (NPS, CSAT, CES, and simple thumbs-up/down) and collect responses. The main pitch: you’ll know what customers think, without the usual survey headaches. Their product is focused on being simple, fast, and usable by non-technical folks.
But let’s be clear: Delighted isn’t a full-blown analytics or customer journey platform. It’s not Salesforce, and it’s not pretending to be.
Key Features That Matter (And Some That Don’t)
The Good Stuff
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Ridiculously Easy Survey Creation
You can spin up a branded NPS or CSAT survey in minutes. No “wizard” walks or 10-step processes—just pick your question, add your logo, set your colors, and go. -
Multi-Channel Delivery
Email, SMS, web, link, kiosk, and even embedded QR codes. If your customers exist somewhere, Delighted can get to them. -
Automated Workflows
Set up triggers based on actions (like after a sale closes, or a support ticket is resolved) and fire off surveys automatically. Connects to Slack, Zendesk, HubSpot, and more. -
Live Feedback Dashboards
Real-time results. No refreshing, no waiting for “batch updates.” You’ll see responses as they come in, which is great if you’re trying to spot problems before they snowball. -
Simple Integrations
Native connectors for most CRMs and help desk tools. Webhooks and a basic API if you need to get fancy, but most teams won’t. -
Team Collaboration
Invite teammates, assign roles, and share feedback. Not rocket science, but handy. -
Text Analytics
Basic sentiment analysis and keyword extraction. Don’t expect magic, but it’s decent for a quick scan of “what are people mad or happy about?”
The Stuff That’s Overhyped (Or Just Not Useful for Most)
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Heavy Duty Analytics
If you want cohort analysis, trend forecasting, or predictive anything, you’ll need to export the data or use another tool. -
Advanced Segmentation
Delighted lets you filter by tags or custom properties, but if you’re running dozens of campaigns or slicing and dicing by every possible variable, it gets clunky fast. -
Design Customization
You can tweak the look and feel, but don’t expect pixel-perfect control. It’s “good enough” for most B2B brands, but not a designer’s dream. -
Internationalization
Supports multiple languages, but translation is manual and there’s no auto-localization. For global teams, this may be a headache.
Pricing: What You’ll Actually Pay
Delighted’s pricing is transparent, but not exactly cheap if you need to scale. Here’s the gist for 2024 (always check their site for the latest):
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Free Plan:
100 survey sends/month, basic features. Good for testing, not for real GTM operations. -
Premium ($224/month as of 2024):
- 10,000 survey sends/month
- All channels (email, SMS, web, etc.)
- Integrations
- Text analytics
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Team collaboration
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Custom/Enterprise:
If you need SSO, custom integrations, or massive volume, you’ll get a quote.
No per-user pricing. You pay based on how many surveys you send a month, not how many people use the platform.
Gotchas:
- SMS credits cost extra.
- Annual contracts may get you a discount, but you’ll need to ask.
- Overages are possible if you blast more surveys than your plan covers.
Bottom line:
If you’re a smaller B2B team sending a few thousand surveys a month, you’ll be fine on Premium. If you’re a startup just dipping your toes, the free plan will limit you fast.
Real-World User Experiences: What People Actually Say
Here’s what you don’t get from the marketing site: the stuff people like, and the stuff they complain about after a few months.
What Works
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Setup Is Fast
Most users report being able to launch their first survey the same day they sign up. No IT ticket required. -
Response Rates Go Up
Simpler, shorter surveys = more people reply. The NPS format especially gets more responses than long-form feedback tools. -
Integrates Without Headaches
Hooking up to HubSpot or Slack is straightforward. Customer support is responsive and generally helpful. -
Clean, Usable Dashboards
You don’t need training to find your data. Most teams start using the analytics in under an hour.
What Doesn’t
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Limited Analytics
If your exec team wants deep dives or custom dashboards, you’ll need to export to Excel or Google Sheets. Some users get frustrated here. -
Global Surveys = Manual Work
If you’re running programs in multiple languages, you’ll have to do the translations and manage each variant yourself. -
Pricing Jumps Fast
Teams that grow quickly find themselves moving from free to paid to “call us” pricing pretty fast. If you’re scaling, budget for it. -
No “All-in-One” Magic
Delighted is a feedback tool, not a holistic customer engagement suite. If you need onboarding, live chat, or marketing automation, look elsewhere.
Pro Tips from Real Users
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Keep Surveys Short
One question + optional comment gets the best response rates. Resist the urge to add more. -
Automate Triggers
Tie survey sends to real events (like deal close or support resolution) to avoid spamming users and to get more relevant feedback. -
Export Regularly
If your leadership wants custom reports, set up a regular export to Google Sheets or your BI tool. Don’t wait until quarter-end.
How to Use Delighted for B2B GTM Feedback (Step-by-Step)
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Sign Up and Set a Goal
What do you actually want to learn? NPS after onboarding? CSAT after support? Be specific. -
Pick Your Survey Type
Choose NPS for loyalty, CSAT for satisfaction, CES for effort. Don’t overthink it. -
Brand and Customize
Upload your logo, adjust colors, and—if you must—add a custom question. Don’t make it look like a generic survey. -
Set Up Distribution
Decide how you’ll send it (email, SMS, web, etc.). For B2B, email is the usual winner. -
Connect Integrations
Plug in your CRM or help desk so surveys fire on real triggers, not random schedules. -
Test with a Small Group
Send to internal folks or a handful of customers first. Iron out any weirdness. -
Go Live and Monitor
Launch, then watch the dashboard. Respond to feedback fast (especially negatives). -
Share Results with Your Team
Use Slack or email digests to keep everyone in the loop. Don’t let feedback die in a dashboard. -
Export and Report
For deep dives or quarterlies, export and analyze in your tool of choice.
Where Delighted Fits (And Doesn’t) in the B2B GTM Stack
Great For: - Fast, actionable customer feedback - Teams that want to get out of “survey hell” - Non-technical users or small teams - Plug-and-play integrations with common B2B tools
Not For: - Multi-language, multi-brand enterprises with complex reporting needs - Teams needing deep analytics or predictive insights - Companies looking for a one-stop customer engagement platform
The Honest Take: Should You Use Delighted?
If you want a straightforward, no-hassle way to ask your customers what they think and actually see the results, Delighted is a solid pick. It’s not cheap as you scale, and it won’t replace your BI tool, but for most B2B GTM teams, it does what it says on the tin.
Don’t get bogged down trying to make it your everything platform. Use it to keep a pulse on your users, act on what you learn, and keep things simple. If you outgrow it, you’ll know. Until then, iterate, learn, and don’t overcomplicate your stack.