What is Delighted?

Traditional customer surveys fail because they require too much effort. A brand sends an email saying, "Please take our 5-minute survey." The user clicks the link, gets routed to an ugly, slow-loading web page with 20 mandatory questions, and instantly abandons the process. You end up only capturing feedback from the two extremes: your most furious detractors and your most fanatical promoters, completely missing the silent majority.

Delighted (acquired by enterprise titan Qualtrics) solves this through sheer minimalism. It operates on the principle that capturing one data point flawlessly is better than capturing twenty data points poorly.

When Delighted sends an email, the Net Promoter Score (NPS) scale (buttons 0 through 10) is embedded directly in the HTML of the email itself. The user opens the email, clicks "9" directly in their inbox, and the data is captured instantly. Only then are they optionally routed to a web page to provide an open-text comment. This frictionless, one-click architecture yields industry-leading response rates.

6 Key Features That Matter

1. In-Email HTML Surveys: The defining feature. By removing the need to click a link to open a secondary webpage just to submit a rating, conversion rates jump drastically.
2. Turnkey Methodologies: You don't have to invent questions. Delighted offers out-of-the-box, scientifically validated templates for NPS (Loyalty), CSAT (Satisfaction), CES (Effort), and PMF (Product-Market Fit / Sean Ellis test).
3. Autopilot Throttle: A crucial feature for product teams. Delighted's Autopilot ensures you never spam a user. It tracks who has received a survey and guarantees they will not receive another one for a designated period (e.g., 3 months), protecting your brand reputation.
4. Web Intercepts: If email isn't your primary channel, you can trigger Delighted as a sleek, non-intrusive slide-out widget directly on your website or inside your SaaS dashboard post-purchase.
5. Real-Time Dashboard & AI Pivot: The dashboard doesn't just show a number; it analyzes the open-text comments. Using AI, it auto-tags comments (e.g., categorizing a comment about "slow loading" under an "Infrastructure" tag) to highlight macro trends.
6. Ecosystem Integrations: Delighted plays perfectly with the modern tech stack. A low score can instantly trigger a Slack alert to the success team, update a user's health score in Salesforce, and pause marketing emails to that user in HubSpot.

Pricing Breakdown (INR Context)

Delighted uses a volume-based pricing model. Because it is priced in USD and lacks regional parity, it can become expensive for high-volume Indian startups. Note: Converted at 1 USD = ₹84. Excludes 18% GST.

• Free Tier: ₹0. Allows for 1 project and 250 survey sends per month. Very restrictive, but enough to run a small Beta test.
• Premium: ~₹19,000/month ($224/mo). Includes up to 10,000 sends per month and unlocks custom branding (removing the "Powered by Delighted" badge) and essential API integrations.
• Premium Plus: ~₹38,000/month ($449/mo). Includes 20,000 sends, multiple projects (e.g., running NPS and CSAT simultaneously), and advanced routing rules.

Who Should Use Delighted?

Indian B2B SaaS companies targeting global markets (US, EU, Australia). If you are a Freshworks-style startup selling enterprise software to American managers, email is their primary communication channel. The clean, professional aesthetic of Delighted builds trust and yields excellent data.

Who should NOT use it: Indian B2C consumer startups (Quick Commerce, EdTech, D2C). In the domestic Indian market, email marketing open rates are abysmal. If you try to run an NPS program via email to an audience in Tier-2 India, you will get almost zero responses. You must use tools that offer native WhatsApp and SMS integration (like Zonka Feedback).

First 5 Setup Steps for Product Teams

Launching a Delighted campaign takes less than an hour.

1. Select the Framework: Choose NPS to measure brand loyalty, or CSAT to measure a specific interaction (like the onboarding flow).
2. Customize the Branding: Upload your company logo, match the primary hex colors of the buttons to your brand guidelines, and edit the "Thank You" message.
3. Set the Integration (API): Do not upload a static CSV of emails. Connect Delighted via API (or Zapier/Make) to your backend so that a survey is triggered automatically exactly 14 days after a user converts to a paid plan.
4. Configure Autopilot: Set the throttling limits to ensure no user is surveyed more than once every 90 days.
5. Build the Feedback Loop: Connect Delighted to your team's Slack workspace. Route positive comments to a `#customer-love` channel for team morale, and negative scores to an `#urgent-support` channel for immediate intervention.

Top Alternatives in the Indian Market

• Zonka Feedback: The best domestic alternative. Built in India, it offers robust SMS and WhatsApp templates, offline kiosk modes for physical retail, and significantly friendlier INR pricing.
• Typeform: Excellent for longer, conversational data-collection forms, but less optimized for the instant, 1-click quantitative tracking of pure NPS.
• Sprig: If you want to bypass email entirely and trigger hyper-contextual surveys directly inside your web or mobile app based on specific user clicks, Sprig is currently the market leader for in-product micro-surveys.