What Happens After Delighted Shuts Down?

Delighted Is Shutting Down – What CX Teams Should Do Next

“Wait… what?! Delighted is shutting down?”

Yes, it’s true. The beloved CX tool that so many businesses relied on for collecting customer feedback, running NPS surveys, and closing the loop on customer experience is being sunset by 2026.

If you’re using Delighted, this news probably raised a few alarm bells:

• What happens to all your NPS and CSAT data?
• Will your automation flows break down?
• Will your team lose access to years of feedback insights?
• And most importantly – what now?

You’re not alone. Thousands of CX professionals across SaaS, eCommerce, and enterprise sectors ask the same questions.

But here’s the good news: You don’t have to panic. With the right plan and platform, this transition could be the best thing to happen to your CX strategy.

Let’s walk through what’s happening, why it matters, and exactly what your next steps should be.

What Happened to Delighted?

Delighted, once the go-to tool for lightweight NPS surveys and quick CX feedback, is officially being sunset by 2026.

Owned by Qualtrics, Delighted has seen minimal updates in the last couple of years, and now, an official announcement confirms that:

• Feature development has stopped
• Contracts won’t be renewed past 2026
• Long-term platform support will be discontinued

What This Means for You:

• No new features to match evolving CX needs
• Greater risks of disruption in survey workflows
• Loss of historical data if not backed up
• Weakened support, limited roadmap, and reduced CX innovation

In short: if you’re still using Delighted for your CX operations, you’re on borrowed time.

Why This Matters for Your CX Program

Delighted may have been simple, but for many teams, it was at the heart of their CX feedback loop.

It powered:

• Post-transaction NPS workflows
• Lifecycle and onboarding surveys
• Quarterly trend reports for executive dashboards
• Quick insights to guide product or service improvements

Losing it means potentially losing:

• Automation flows that trigger feedback at the right time
• Historical trend data that fuels strategic decisions
• Real-time alerts for unhappy customers
• Visibility into what’s working and what’s not

And in today’s competitive landscape, you can’t afford to be reactive.

According to McKinsey, companies that lead in CX outperform competitors by nearly 2x in revenue growth.

So the real question isn’t whether you’ll migrate from Delighted – it’s how fast you’ll do it and what you’ll move to.

Talk to SurveySensum’s Migration Experts Today – Go live in as little as 48 hours — without losing your data or momentum.

What You Should Do Right Now (Before It’s Too Late)

To keep your CX program running strong and avoid disruptions when Delighted sunsets, here’s a 4-step action plan to ensure a smooth, successful transition, with help from tools like SurveySensum.

Step 1: Start Planning Your Migration Now

Waiting until 2026 isn’t a strategy – it’s a risk.

Start by creating a clear timeline for evaluation, onboarding, testing, and going live with your new platform. Platforms like SurveySensum offer dedicated migration specialists who can help you replicate your existing workflows, templates, and distribution methods without the hassle.

Bonus: SurveySensum customers have completed full Delighted migrations in as little as 48 hours.

Step 2: Export Your Data

Protect your historical data before access becomes limited or risky. Make sure to export:

• Past NPS, CSAT, and CES survey responses
• Contact and respondent lists
• Custom survey questions and workflows
• Automation rules and delivery settings

With SurveySensum, you can easily import all this data directly into your new dashboard, ensuring you don’t lose critical insights or trend lines.

SurveySensum’s Delighted Data Import feature makes migration frictionless and fast.

Step 3: Communicate Internally

Migration affects more than just your CX team.

Involve product, marketing, support, and customer success teams early so they can prepare for tool changes, automation updates, and reporting shifts. SurveySensum provides detailed onboarding and cross-functional training to get all your teams aligned from Day 1.

Need help with internal communication templates or stakeholder onboarding? SurveySensum’s success team has you covered.

Step 4: Choose a Better Replacement – Not Just a Similar One

Instead of settling for “another tool like Delighted,” use this opportunity to upgrade to a CX platform that gives you:

• Ready-to-use NPS, CSAT, and CES templates
• Import functionality for your Delighted survey data
• Native integrations with Slack, HubSpot, Salesforce, and more
• Real-time dashboards and AI-powered text analytics
• Multilingual surveys across email, WhatsApp, in-app, and more
• White-glove onboarding and 24/7 migration support

That’s exactly what SurveySensum delivers – plus customizable reporting, automated alerts, and customer journey tracking to take your program to the next level.

Don’t wait until Delighted turns the lights off. Be proactive – switch to a CX platform that evolves with your needs.

Conclusion

Delighted’s shutdown is more than just the end of a tool – it’s a wake-up call for CX leaders.

If your customer experience program still relies on outdated platforms, now’s the perfect time to ask:
Are we just collecting feedback, or actually acting on it?

Forward-thinking CX teams aren’t just planning a replacement… they’re using this moment to elevate their entire strategy. From richer insights to faster workflows and better automation — the right platform can do more than just fill the Delighted gap.

And that’s where SurveySensum comes in.

• Go live in as little as 48 hours
• Import all your historical Delighted data — effortlessly
• Run NPS, CSAT, CES, and custom surveys across multiple channels
• Uncover real-time insights with AI-powered text analytics
• Integrate with tools like Salesforce, HubSpot, Slack, and more
• Get white-glove onboarding and dedicated support