Delighted AI routes feedback intelligently across teams, auto-tagging responses by sentiment and topic so the right person acts fast and your customer voice lands in the right inbox
Product Category
Customer Experience & Feedback Platforms
Product Subcategory
AI Functions
Automated text-analysis that scans open-ended survey responses and surfaces themes and sentiment in real time.
“Smart Trends” feature uses machine-learning to suggest keywords and emerging feedback topics across respondent groups.
Predictive insight modules that assist users in understanding which feedback drivers (e.g., service quality, pricing, usability) most strongly impact sentiment or loyalty scores.
Product Core Functions
Delighted enables organizations to create, send and analyze customer-, employee- or product-feedback surveys quickly. You can launch surveys such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), CES (Customer Effort Score), 5-star ratings or custom formats. Responses are aggregated into a live dashboard that provides role-based visibility, real-time alerts and segmentation by respondent properties. With built-in integrations you can trigger surveys from many platforms and sync feedback to downstream tools or workflows.
Key Features
Pre-built survey types (NPS, CSAT, CES, Thumbs/Smiley scales) ready to deploy.
Multi-channel distribution (email, web widget, in-app, link/QR) and 30+ language support.
Real-time dashboards & reporting: drill down by segment, filter by keywords, visualize trends.
Extensive integrations and automation: Slack, Google Sheets, Zapier, data warehouse, Salesforce etc.
Immediately actionable workflows: route feedback based on score-or topic, close the loop faster.
Ease Of Use
Daily Usability: Users check dashboards, monitor alerts, tag key feedback, and route follow-up tasks. The interface is streamlined and requires minimal recurring effort.
Team Onboarding Time: For individual users, onboarding takes a half-day. For teams (marketing, support, product) using multiple survey types and routing workflows, expect 1-2 days.
Integration & Ongoing Admin Demand: Integrations require setup (API keys, webhooks, CRM links). Maintenance involves continuing to segment respondents, manage triggers/alerts, review dashboards and follow up on feedback insights. Once configured, administrative load is moderate.
Use Cases
Mid-sized SaaS companies tracking onboarding success with CSAT and NPS feedback from trial users.
E-commerce retailers collecting post-purchase feedback, segmenting by product line and routing dissatisfied customers to support.
Product teams in tech companies wanting to survey feature usage and automate feedback themes for engineering backlog planning.
Customer-success teams at subscription businesses using real-time sentiment alerts to reduce churn.
HR or internal-communications teams wanting to gauge employee-net-promoter-score (eNPS) and link responses to internal programs.