Delighted by Qualtrics vs. Zonka Feedback

If you need a cheap solution and do not care too much about the data you are getting from your NPS program, then Delighted will do the trick. This does not seem to fit the needs of enterprise customers who want to go deep on data, segmentation, and quality feedback.

Incentivized

• The user dashboard is exceptionally simple and easy to navigate.
• The survey experience is sufficiently customizable but is mostly pre-configured and ready to use.
• Customer support is remarkable. Very quick, thorough answers!

Incentivized

• There doesn't seem to be an app for Delighted (at least on iPhone), so you need to log in to the site from a web browser. A mobile app would save a step and could allow you to get push notifications, which would be helpful.
• Setting up Delighted surveys through SMS has been difficult for us. It might just be our CRM or website, but we haven't been able to enable this yet.
• The service seems a little pricey. You pay by the amount of surveys you want to send out per month. For such a simple survey and reporting system (and I mean that in a good way) I would think the price should be lower.

Incentivized

We run surveys every single day and have the responses fed directly into our Slack instance. Everyone in the organization (not just CX) can view and resolve any issues customers bring up without needing for them to reach out to our Customer Support team. Truly, Delighted has made the organization more customer centric by delivering the feedback right where everyone is (no PowerPoint presentations required).

Incentivized

I have nothing but good things to say about Delighted's Concierge team. They have been quick to respond and have been able to make a lot of our customization requests a reality. They're also very open to product requests and suggestions and have been quick in churning out new features ever so often.

Incentivized

Delighted is very intuitive and easy to setup. You won't need a ton of technical background to do so. True, that the customization in terms of themes could use more flexibility but if you're just starting with your CX journey, Delighted would be the perfect solution. The fact that they have most channels covered e.g. email, web, SDK, and even text really makes it easy to reach your customers (or any respondent in that matter) where they are.

Incentivized

• It has had a positive impact on our customer satisfaction overall. Once we receive a score that is 5 or below, we reach out to address their concerns and find areas to improve their experience with our product.
• When we receive a favorable rating, it gives us the opportunity to touch base with those customers to see what they are enjoying most or doing effectively.

Incentivized