What Delighted's shutdown means for your CX programme

So, Delighted is being sunsetted - shutting down completely. Not just trimming features or going quiet for a while, but being phased out completely. If you’ve built your Customer Experience (CX) programme around the platform, it probably feels like your GPS just told you the road you’re on no longer exists.

Key Takeaways

• Sunset Deadline: Delighted is being phased out following its acquisition by Qualtrics, with a final contract end date of June 30, 2026.

• Immediate Changes: Feature development for Delighted has stopped immediately; renewals are limited to a 12-month maximum.

• Critical CX Features: When switching, prioritize platforms offering sentiment analysis, automated NPS/CSAT scoring, and "close-the-loop" case management.

• The SmartSurvey Alternative: SmartSurvey offers a UK-hosted, GDPR-compliant transition with managed migration services for existing Delighted users.

And to be fair, it’s not entirely unexpected.

Delighted was acquired by Qualtrics back in 2018. Like most tech acquisitions, it was only a matter of time before the brand and it's software was rolled into Qualtrics. In all fairness, seven years after the acquisition is a decent run, but this outcome was always on the cards.

Delighted is shutting down - what are your options?

According to Delighted:

“We will stop adding new features and capabilities to Delighted effective immediately, and product renewals will only be possible for up to 12 months with the latest contract end date of 30 June 2026.”

If your renewal date falls outside that window, or you’d prefer not to switch to Qualtrics, now’s a good time to explore alternatives.

What to look for in your next CX platform after Delighted

As you evaluate Delighted alternatives, focus on platforms that can meet your core requirements without unnecessary complexity:

How SmartSurvey Fits Your CX Needs

We've helped dozens of teams move from discontinued or overly complex platforms. Here’s how we meet the key criteria:

Frequently asked questions

Q: When will Delighted shut down?
A: Delighted will stop renewing yearly plans after 1 July 2025 and will close fully on 30 June 2026.

Q: Can I keep using Delighted until the shutdown date?
A: Yes. Switch to a monthly plan and you can keep sending surveys until 30 June 2026. After that, access ends.

Q: What happens to my existing survey data?
A: Export your responses and reports before 30 June 2026. After that date, the account and its data will be removed.

Q: Do I have to wait for my contract to end before switching platforms?
A: No. You can start using a new tool right away. Running the two systems in parallel for a short time makes the move easier.

Q: What features should I look for in a Delighted replacement?
A: Look for reliable NPS, CSAT and CES surveys, simple dashboards, built-in text analysis, strong data security, easy integrations and responsive support.

Q: How long does it take to migrate my surveys and reports?
A: Most teams rebuild their surveys in a day or two. Completing dashboards and automations typically takes a few weeks, depending on how complex the setup is.

‍On the fence about renewing now that Delighted's time is limited?

If you’ve already renewed Delighted for the short term but aren’t sure Qualtrics is right for the long-haul, now is the perfect time to start exploring new solutions. You don’t need to wait for your renewal deadline to get ahead.

And if your renewal falls beyond June 2026, come and chat to us now. We’ll walk you through SmartSurvey, show you how it works, and help you decide if it’s a good fit. No hard sell—just honest answers.

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