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January 13, 2015

Delighted – Collect Feedback from Customers

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Customer satisfaction surveys are imperative for businesses looking to improve their services. However, the suggestion boxes and tabletop review cards that brick-and-mortar merchants have used for years aren’t realistic solutions for businesses that primary operate in virtual settings. For brands and online-only businesses, a web-based app called Delighted offers a solution.

Delighted provides businesses with a quick, straightforward way to gather feedback from their customers online. Collect customer email addresses using whichever methods make sense for your company, along with any special properties you’d like, and import this data directly into Delighted. The application will then send your customers single-question surveys via email. The feedback that your customers submit arrives in your Delighted account immediately, and it’s available for you to review in real-time. This is an important feature, since it enables businesses to find areas of improvement and fix major problems immediately when they’re uncovered.

Advanced features allow businesses to dig deeper into the feedback they receive from their customers using search tools and filters. Automated indicators bring the most relevant or detailed responses to the top of the stack, and help to ensure that valuable feedback isn’t getting lost in the noise.

Practical Uses:

  • Collect real-time feedback from customers
  • Find out what customers think of a new product you’ve introduced
  • Share suggestions with your entire team
  • Filter feedback by customers’ purchasing experience

Insider Tips:

  • Set up alerts to route feedback to the best person within your organization
  • Use the API to automate the process of gathering feedback
  • Customers are sorted into groups depending on the nature of their responses
  • Send surveys in up to 23 different languages

What we liked:

  • Customers can reply by responding directly to the emails they receive
  • Businesses can implement Delighted with zero technical know-how
  • Delighted doesn’t charge businesses extra to add additional team members
  • Delighted is optimized for desktop, tablets, and smartphones

What we didn’t like:

  • Nothing

Alternatives:

Company Info:

  • Privately Held
  • Headquarters: Palo Alto, California
  • Founded by: Caleb Elston, Mike Gowen, Mark Dodwell
  • Web site: https://delighted.com

Costs:

  • $25 for 100 sends per month
  • $49 for 750 sends per month
  • $99 for 2,500 sends per month
  • $149 for 5,000 sends per month
  • $249 for 10,000 sends per month
  • $999 for 50,000 sends per month