Delighted by Qualtrics vs. SurveyMonkey

If you need a cheap solution and do not care too much about the data you are getting from your NPS program, then Delighted will do the trick. This does not seem to fit the needs of enterprise customers who want to go deep on data, segmentation, and quality feedback.

Incentivized

SurveyMonkey really excels in the survey design aspect of the surveying process. They have so many different question types that you can use to create your questions. The analytics and reporting are basic but ok for those wanting simple insights into their survey answers. Their free plan should suffice for any business that needs the fundamentals of surveying - i.e. survey builder, sharing, and viewing answers.

Incentivized

• The user dashboard is exceptionally simple and easy to navigate.
• The survey experience is sufficiently customizable but is mostly pre-configured and ready to use.
• Customer support is remarkable. Very quick, thorough answers!

Incentivized

• SurveyMonkey's survey programming features are extremely intuitive. Someone who has never used it before can, with little direction or training, easily set up a simple - or comprehensive - survey in a matter of minutes.
• Real-time reporting and analytics tools are extremely helpful to keep everyone involved informed on an ongoing basis.
• Virtually any kind of question or answer format can be programmed into your SurveyMonkey survey.

Incentivized

• There doesn't seem to be an app for Delighted (at least on iPhone), so you need to log in to the site from a web browser. A mobile app would save a step and could allow you to get push notifications, which would be helpful.
• Setting up Delighted surveys through SMS has been difficult for us. It might just be our CRM or website, but we haven't been able to enable this yet.
• The service seems a little pricey. You pay by the amount of surveys you want to send out per month. For such a simple survey and reporting system (and I mean that in a good way) I would think the price should be lower.

Incentivized

• I think it's becoming pushed to the back-burner as more survey sites come out - it needs to come up with something to keep it more relevant as other survey sites are being more widely used.
• Give more options to customize the look of your survey.

Incentivized

Compared to other competitors in the market (including a few I've used internally), if you're looking for a survey application, this one does the job and it's quite inexpensive too. Considering the fact that it comes with a handy mobile application too (on iOS and Android), you also get flexibility thrown in the deal too.

We run surveys every single day and have the responses fed directly into our Slack instance. Everyone in the organization (not just CX) can view and resolve any issues customers bring up without needing for them to reach out to our Customer Support team. Truly, Delighted has made the organization more customer centric by delivering the feedback right where everyone is (no PowerPoint presentations required).

Incentivized

SurveyMonkey should suffice for most simple use cases to collect responses or feedback from clients. The templates that they offer are helpful as well as the guidance on question formulation. If you just need a stand alone software to distribute and collect surveys, then SurveyMonkey will meet your needs.

Incentivized

still to many limitations for more complex surveys --skips, filtered questions, etc.

I have nothing but good things to say about Delighted's Concierge team. They have been quick to respond and have been able to make a lot of our customization requests a reality. They're also very open to product requests and suggestions and have been quick in churning out new features ever so often.

Incentivized

I haven’t used the support function yet, but I have had colleagues that have and the issues they’ve faced have been resolved super quickly. They also have said the support people they have come in contact with have been extremely friendly. Those two things are what made me choose my rating

Incentivized

Implementation not required.

Delighted is very intuitive and easy to setup. You won't need a ton of technical background to do so. True, that the customization in terms of themes could use more flexibility but if you're just starting with your CX journey, Delighted would be the perfect solution. The fact that they have most channels covered e.g. email, web, SDK, and even text really makes it easy to reach your customers (or any respondent in that matter) where they are.

Incentivized

Outside of creating our own surveys, no other tools have been used outside of SurveyMonkey. I have heard of a few others but would not be able to provide an honest opinion due to my lack of experience working with them.

• It has had a positive impact on our customer satisfaction overall. Once we receive a score that is 5 or below, we reach out to address their concerns and find areas to improve their experience with our product.
• When we receive a favorable rating, it gives us the opportunity to touch base with those customers to see what they are enjoying most or doing effectively.

Incentivized

• SurveyMonkey has a positive impact on our organization by allowing us to gain insight to our team through the 360 evaluations.
• We have had positive ROI from our client polling questions which have directed new products or services that we offer.
• The analytics were an awesome way to filter and export responses so that our management team could evaluate the information.

Incentivized