Delighted Shutdown: What Happened and What to Use Now

Delighted shut down on June 30, 2026. Qualtrics, which acquired Delighted in 2018, closed it with no extensions. delighted.com now redirects to Qualtrics, the Delighted app no longer loads, and Qualtrics’ shutdown notice said account data would be deleted after the sunset.

If you are reading this after that date, the old advice (“export everything before the deadline”) no longer helps. The useful questions now are what still exists, how to keep your NPS trend line from breaking, and what to run your surveys on from here. That is what this guide covers.

If you only want the side-by-side comparison, it is on the Delighted alternative page.

What Happened to Delighted

The shutdown happened in stages, and knowing which one caught you tells you what you can still recover.

It is a familiar pattern. A large platform buys a simple tool, keeps it running for a few years, and then folds its customers into its own suite. The trade-off for Delighted users is plain: the official path leads to a product designed for large research programmes, not to a lighter version of what they had.

What You Can Still Recover

Delighted’s own database is gone. But Delighted spent years writing your data into other systems, and those copies are still yours:

• Your Google Sheet. If you used the Google Sheets integration, every response it synced sits in a spreadsheet in your own Google Drive. This is usually the most complete copy of your history.
• CSV exports. Anything someone downloaded before June 30 is still on a laptop or a shared drive. Look before assuming it is lost.
• Your CRM fields. If a Delighted integration wrote scores into contact or company fields in your CRM, those values stay in the CRM.
• Slack or email notifications. Channels that received responses keep the message history. It is not a dataset, but it is enough to recover recent verbatim comments.
• Your survey design. The question wording, the send timing and the audience rules. Write them down now, because matching the old wording is what keeps old and new scores comparable.

Delighted Google Sheets Integration: How to Keep It Going

This is what most former Delighted users search for, and it has the best answer. First, a correction to how it is often remembered: Delighted’s Google Sheets integration was quite limited. It could only write into spreadsheets it had created itself. For security reasons it could not see any other sheet in your account, so you could not point it at a report your team already used. Delighted decided the column layout, with one column per response field and one tab per project. Each row arrived about ten minutes after the response. Backfilling older responses was capped at 20,000 rows, and anything beyond that had to be exported and pasted in by hand.

What it did get right is where it kept the data: in a spreadsheet in your own Google Drive. The rows stopped on June 30, but the spreadsheet stayed where it was. You do not need to start a new sheet. Point your new tool at the old one:

To continue your Delighted sheet in Responsly:

1. Find the spreadsheet. It is in the Google Drive of whoever connected the integration. Note which tab belongs to which Delighted project.
2. Recreate the survey from the NPS, CSAT or CES template. Keep the question wording you used in Delighted.
3. Connect the old file. In the survey, go to Connect, then Google Sheets, choose Existing spreadsheet, and paste the link.
4. Map the fields (score, comment, name, email and any properties you pass) to the columns Delighted created.
5. Send a test response and check that it lands under the last Delighted row.

Your charts and pivot tables keep working, because they point at the same range. The trend line runs straight through the switch. Full setup instructions are in Save responses to Google Sheets.

Why Not Just Move to Qualtrics?

Qualtrics is the official migration path, and delighted.com now sends visitors there. For some teams that is the right call: large organisations that already run research programmes and have the budget and the people to administer a full experience-management platform.

For most Delighted customers it was the wrong shape. People chose Delighted because they could send an NPS survey in an afternoon without a procurement cycle. Qualtrics is built for the opposite end: many stakeholders, complex study design, and contracts negotiated with sales. We would rather say that plainly than pretend every team needs one or the other.

Rebuilding Your Delighted Setup in Responsly

A typical Delighted setup was a few surveys, one spreadsheet and a couple of triggers. Rebuilding it looks like this:

The triggers take the most time, because they lived in other tools. Common Delighted setups and how they map:

• Send NPS a week after purchase. Use a store integration or Zapier to send the survey from the order event.
• CSAT after a support ticket closes. Use the Zendesk integration, or the Salesforce integration if your support team works in Service Cloud.
• Post responses to Slack. Connect Slack so every response, or only detractors, lands in a channel.
• Quarterly relationship NPS. Send the email survey to your customer list each quarter. On Professional, automatic reminders follow up with people who have not answered.

What the Plans Cover

Delighted is no longer sold, so the useful comparison is which Responsly plan covers what you did in Delighted.

• Essential, from $50/month (tiered by response volume): NPS, CSAT and CES surveys, skip logic, multilingual surveys, and the Google Sheets, Slack, Zapier and Mailchimp integrations. This covers most small Delighted setups.
• Professional, from $250/month billed yearly: adds SMS and WhatsApp sending with automatic reminders, CRM integrations such as Salesforce and HubSpot, webhooks and API, custom branding, and Athena, our AI agent that reads open-ended comments, groups them into themes and explains why a score moved.

Current tiers are on the pricing page.

Use the Rebuild to Fix What Delighted Didn’t

A forced move is a good moment to fix the parts of your program that were weak. Three changes we see most often:

• Read the comments, not just the score. The number tells you something moved. The comment tells you why. If you have hundreds of comments a month, Athena groups them into themes so you are not reading them one by one.
• Add CSAT at the moments that matter. Relationship NPS once a quarter misses what happens after a support ticket or an onboarding call. Short CSAT surveys at those points catch problems while they can still be fixed.
• Close the loop. Send detractors to a person, not a dashboard. Route low scores to Slack or to the account owner in your CRM, so someone follows up within a day.

It works at scale, too: after moving to Responsly, DB Schenker lowered its survey drop rate by 40%.

Final Thoughts

Delighted is gone, but most of what mattered in it is not. Your history is probably in a Google Sheet, your survey design is in your head, and the triggers can be rebuilt in a few days. Start with the spreadsheet: once new responses land under the old ones, the rest of the move is just setup.

See the full comparison on the Delighted alternative page. If you would rather not rebuild it alone, book a migration call and we will go through your old setup with you.

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