How a B2B SaaS Switched from Delighted in 48 hours

We Moved from Delighted to SurveySensum in Just 48 Hours” – A B2B SaaS Customer’s NPS Success Story

“We thought switching platforms would take months. With SurveySensum, we were up and running in just 48 hours.”

— Product Marketing Manager, Leading B2B SaaS Company

When a leading B2B SaaS company’s Delighted contract was coming to an end, they had a decision to make.

Stick with what they had or find a more scalable feedback solution.

Spoiler alert: They moved to SurveySensum – and the entire migration took just 48 hours to get up and running, with a full transition completed in under a month.

Here’s how it all unfolded.

The Challenge: A Simple NPS Setup That Needed More Flexibility

This B2B SaaS company had a lean but effective NPS program. Every quarter, they sent out:

• A transactional NPS (tNPS) survey
• Two simple NPS questions
• Three product-related questions

They had been using Delighted for some time and were comfortable with the tool’s minimalistic UI. But as the contract neared its end, they started exploring alternatives, hoping to find something that offered more in terms of feedback capabilities without disrupting their quarterly cadence.

The Concern: “We Don’t Have Time for a Long Migration”

One major roadblock? Time.

Their next NPS cycle was just weeks away. The idea of migrating platforms, onboarding teams, and setting up surveys from scratch felt risky.

“We assumed migration would take at least 2–3 months. And we couldn’t afford to delay feedback collection.”

When they approached the SurveySensum team, their biggest ask was:

“Can you help us make the switch – fast?”

The Solution: SurveySensum’s Speed and Flexibility

From Day 1, the SurveySensum team took full ownership of the migration journey. The approach was fast, structured, and collaborative.

1. Setup Completed in 48 Hours

Within 2 working days, SurveySensum recreated their NPS survey (with product-related follow-up questions), personalized it with branding, and tested it end-to-end.

2. Full Migration in Less Than 30 Days

• Historical NPS data were imported and mapped
• Reporting dashboards were rebuilt with additional filters and themes
• Key stakeholders were trained in just one session
• Survey scheduling was aligned with their existing cadence

“The migration was smoother than we expected. No disruption. No data loss. We didn’t miss a beat.”

3. Beyond NPS – Unlocking a Complete Feedback Ecosystem

While the initial ask was NPS, the team quickly realized that SurveySensum offered far more:

1. CSAT for Onboarding & Support

They began running CSAT surveys after customer onboarding and support ticket closures to understand first impressions and agent performance.

2. CES for Feature Usability

They used CES to evaluate how easy customers found new feature rollouts.

3. Text Analytics for Qualitative Feedback

With SurveySensum’s built-in AI Text Analytics, they were finally able to:

• Identify recurring themes in open-ended comments
• Detect sentiment and emotion in feedback
• Uncover actionable insights in real-time

No more manual tagging or exporting to Excel.

Looking to switch from Delighted, but worried about losing momentum? With SurveySensum, your NPS surveys are up and running in just 48 hours. We handle the setup, migration, and training, so you don’t skip a beat.

The Outcome: A More Powerful Feedback Engine – Live in Record Time

By moving to SurveySensum, this company now runs a more robust, scalable, and AI-powered feedback program across key customer touchpoints.

They’re not just tracking NPS anymore—they’re understanding the “why” behind it, thanks to built-in text analytics and custom dashboards.

“We didn’t think migration would be this fast. From the first email to our first live survey—it took just 48 hours.”
– Product Marketing Manager, B2B SaaS Company

The Outcome: A Feedback Program That’s Faster, Smarter, and Scalable

In under a month, their feedback strategy had evolved from basic NPS tracking to a multi-touchpoint CX program – complete with real-time dashboards, AI-driven insights, and cross-team visibility.

What started as a routine platform switch turned into a complete feedback transformation.

“SurveySensum made it easy. We got everything we needed and more—without any of the usual migration headaches.”

Thinking of Switching from Delighted?

If you’re currently using Delighted and wondering if there’s a better fit for your growing CX needs, you’re not alone.

Whether you’re a startup scaling fast or an enterprise ready to dig deeper into customer insights, SurveySensum offers:

• Lightning-fast implementation (live in 48 hours)
• AI-powered text analytics for deeper insights
• Multiple survey types (NPS, CSAT, CES, custom)
• 1:1 migration support with zero downtime