Going, Going, Gone: Delighted, a Mid-Market CX Staple is Shutting Down

The sun is setting on your CX programme with Delighted

So, Delighted is being sunsetted (tech speak for shutting down). 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!

And here’s the kicker, 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 post-acquisition is a decent run, but this outcome was always on the cards.

Now Delighted is going 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’re not exactly thrilled at the idea of switching to Qualtrics, now’s a great time to explore alternatives.

Need an alternative to Delighted? Here's what to look for in your next CX platform

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

• Survey fundamentals done well
  Reliable NPS, CSAT and CES surveys with automatic scoring and clear reporting
• Data you can actually use
  Dashboards that highlight trends and insights without needing a data analyst to interpret them
• Text and sentiment analysis
  Open text responses often contain your most valuable feedback. Look for platforms that offer built-in text and sentiment  to help you understand the emotion
• Closing the loop
  Collecting feedback is only half the story. Your next platform should offer tools to help you follow up with customers, resolve issues and show them they’ve been heard
• Integrations
  A good platform will fit into your existing workflows. Look for ready-made integrations with tools like CRMs and helpdesks, along with APIs and webhooks for custom setups
• Compliance and security
  Especially important if you handle customer data. Choose a provider with strong data protection credentials, GDPR compliance and clarity around where data is stored
• Support when you need it
  Helpful, responsive support from real people who understand surveys and CX not just the software

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:

• Quick setup, proven templates
  Our CX solution lets you recreate your surveys in minutes, use the intutive builder, create with an AI prompt or choose from a template. NPS, CSAT and CES question types are inculded and are ready to use with automatic calculation - no math or spreadsheets required!
• Clear, actionable reporting
  Visual dashboards make it easy to spot CX trends, outliers and emerging issues without needing a data expert. You can also filter and share these with senior leadership, managers and individuals tailoring each dashbaord to their needs
• Built-in text and sentiment analysis
  Our AI tools help you dig into open text analysis saving you weeks of time vs manual tagging! Understand what people are saying and how they feel without the manual work
• Close the loop with confidence
  Set up alerts and automated workflows for follow-up, or use our case management solution to assign, track and resolve issues directly in SmartSurvey
• Flexible integrations and automation
  Connect SmartSurvey with your CRM, helpdesk or other tools. Use our native integrations or create custom flows with our API and webhooks
• Data protection you can rely on
  UK-hosted, ISO 27001 certified and fully GDPR compliant. No surprise data residency issues. Check our security and data protection page to learn more
• Friendly, expert support
  Our UK-based support team are SmartSurvey specialists. Get real help from real people, fast
• Help with migration if you need it
  Our managed services team can support you with recreating surveys, setting up integrations, and building your dashboards and reports

‍On the fence about renewing, knowing time with Delighted is now limited?

If you’ve already renewed Delighted for the short term but aren’t sure Qualtrics is right for the longhaul, 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.

🔍 Ready to explore?

‍Take a look at our Customer Experience platform‍
Book a friendly demo with our team