Thinking Beyond Delighted? Delighted vs SurveySensum

Already feeling the pressure to find a new feedback tool? You’re not alone. 

As Delighted officially shuts its doors by 2025, businesses everywhere are scrambling to find a platform that’s equally user-friendly, or even better.

Considering switching to Qualtrics? Fair warning: it’s powerful, but it can feel too complex or enterprise-heavy, especially if you’re just looking for something simple, fast, and effective.

So what’s the smarter move? There’s a more agile, CX-focused alternative that’s easy to set up, AI-powered, and built for fast insights, SurveySensum.

In this blog, we’ll break down Delighted vs SurveySensum, so you can confidently choose the tool that truly fits your needs today and tomorrow.

Ready to explore your options? Let’s dive in.

What is Delighted?

Delighted is a simple CX tool designed primarily for Net Promoter Score surveys. It made its mark with a clean interface and fast survey deployment, making it popular among small to medium-sized businesses.

But times are changing.

Why Are Users Switching?

Here’s why more and more Delighted users are exploring alternatives:

• Delighted is sunsetting in 2025, and that’s reason enough to start planning now.
• Delighted pricing has steadily increased, without matching upgrades in functionality.
• Lacks advanced features like text analytics, WhatsApp distribution, and custom dashboards.
• It is no longer flexible enough for teams that need more than basic NPS feedback.

It’s clear: Delighted was great for what it was, a quick, basic NPS tool. But today’s CX demands are more complex.

So, What’s the Solution?

If you’re looking for a Delighted alternative that’s just as simple but much more powerful, SurveySensum is your go-to.

Why?

SurveySensum is built for speed, simplicity, and AI-powered insights. It gives you the tools you need to capture feedback across the entire customer journey, without the complexity of an enterprise tool.

Let’s dive deeper into this.

From NPS and CSAT to onboarding and churn — SurveySensum covers it all in one place. Why juggle multiple tools when one can do the job better? Consolidate your feedback efforts — get started with SurveySensum.

Delighted vs SurveySensum: Quick Comparison Table

Delighted vs SurveySensum: Feature Comparison in Detail

Let’s break this down one by one.

1. Survey Types & Templates

Delighted: Sticks to what it knows, NPS. That’s it. No CSAT, no CES, no onboarding, no churn, no flexibility. If you’re looking to understand your customer experience beyond a single metric, you’re out of luck.

SurveySensum: Covers the entire customer journey – from NPS, CSAT, and CES to onboarding, churn, and custom ad hoc surveys. You’ll also get 100+ ready-to-use templates crafted by CX experts that you can deploy in minutes.

SurveySensum wins: More flexibility = better insights across the entire customer lifecycle.

2. Custom Dashboards

Delighted: No customization options. You’ll be staring at the same basic interface every time, and if you want deeper insights, get ready to export data into Excel and crunch numbers manually.

SurveySensum: Built-in drag-and-drop dashboard builder with smart filters, trend analysis, and real-time updates. Plus, you can share dashboards with internal teams or leadership in a single click.

SurveySensum wins: Because let’s be honest, who has time for spreadsheet gymnastics anymore

3. Text Analytics

Delighted: Doesn’t include any kind of text analytics. Open-ended feedback remains, well… open-ended. You’ll have to manually read and categorize every comment.

SurveySensum: The tool truly excels with its AI-driven text analysis software. Going beyond simple sentiment detection, it delves into customer feedback to identify themes, emotions, and developing problems. This means you gain clear insights into the root causes of dissatisfaction, eliminating the need for tedious manual review of numerous comments.

SurveySensum wins: Understand the “why” behind scores without hours of manual analysis.

4. Support Team

Delighted: Totally self-service. If you run into issues or need help strategizing your CX program, you’re pretty much on your own.

SurveySensum: Enjoy 24/7 live chat support, plus onboarding assistance and a dedicated CX team to help you at every step – from setup to analysis and action. – 2-hour SLA, support in your timezone

SurveySensum wins: Because when you’re stuck, you shouldn’t be stuck alone.

You’re not just buying software — you’re getting a team of CX specialists who help you create surveys, boost response rates, and close the feedback loop effectively. Talk to a CX consultant today and build your ideal feedback program.

5. Distribution Channels

Delighted: Only supports email. That’s it. No WhatsApp, no SMS, no in-app distribution.

SurveySensum: Lets you send surveys via WhatsApp, SMS, email, in-app, and more, all natively supported and trackable. You’ll reach your customers where they actually are.

SurveySensum wins: Multi-channel reach means better response rates.

6. Ad-Hoc Surveys

Delighted: Doesn’t support ad-hoc surveys. You’d need to juggle another tool just for quick, one-time feedback.

SurveySensum: Run ad-hoc surveys any time, for events, product launches, internal feedback, and more. Everything’s centralized in one platform.

SurveySensum wins: One tool. Endless use cases.

7. Consultation and Strategy

Delighted: No strategic support is offered. You get the tool, and the rest is up to you.

SurveySensum: You’re not just buying software, you’re getting a partner. Includes 1:1 strategy calls with CX experts to help boost your response rates, design better surveys, and close the loop effectively.

SurveySensum wins: The tech is great, but the human expertise behind it makes all the difference.

8. Reporting

Delighted: Basic email-based reports, with limited flexibility or custom views. If you want more, you’re exporting and DIY-ing again.

SurveySensum: Real-time dashboards, advanced filtering, downloadable reports, trend analysis, and custom views for different teams or stakeholders.

SurveySensum wins: Built for analysis and action — in real time.

9. Real-time Ticketing System

Delighted: Not available. You’d need another platform (and another budget) to assign and resolve negative feedback.

SurveySensum: Built-in ticketing system that automatically generates tickets from detractor responses and routes them to the right team, ensuring quick resolution and better customer recovery.

SurveySensum wins: Real-time issue tracking = better CX and retention.

10. AI Features – Meet sensAI

Delighted: Has no AI functionality. Everything from questionnaire creation to feedback analysis is manual.

SurveySensum: SurveySensum’s intelligent AI Co-Pilot, sensAI, acts as your dedicated ally for all customer feedback needs. It eliminates the need for extensive dashboard navigation and removes the guesswork from your analysis.

Just ask sensAI:

• “What’s driving negative NPS this quarter?”
• “Any new CX red flags from today’s chat logs?”
• “Which product is getting the most complaints?”

And get instant, accurate answers.

SurveySensum wins: It’s not just AI. It’s your personal CX strategist, analyst, and survey designer, rolled into one smart assistant.

Final Thoughts: What’s the Right Choice for You in 2025?

Still weighing your options? Here’s the honest takeaway:

If you’re okay with a basic NPS survey tool that’s only sticking around for a bit longer, and you don’t mind missing out on support, insights, and flexibility, Delighted might be passable (until 2025, that is).

But suppose you’re serious about future-proofing your feedback program, with multi-channel surveys, AI-powered insights, expert guidance, and tools that scale with your business. In that case, SurveySensum is the way to go.