Delighted Is Shutting Down: What to Do Next

Delighted, the popular NPS and customer feedback platform acquired by Qualtrics, is being sunset. Qualtrics confirmed the shutdown with a full timeline and migration details. If you are one of the thousands of SaaS companies that relied on Delighted for customer surveys, you need a migration plan. This guide covers what to do immediately, what to look for in a replacement, and why this disruption might be an opportunity to upgrade how you collect customer feedback entirely.

After helping teams migrate their feedback programs across 50,000+ customer interviews, I have noticed that forced platform changes like this one often become the catalyst for a much-needed upgrade in insight quality.

Key takeaways:

• All Delighted access ends June 30, 2026, and all data is deleted. Annual subscriptions can no longer renew after July 1, 2025, and no new features are being developed, so export your historical data and start evaluating alternatives immediately.
• A direct replacement replicates the same limitations. If your Delighted response rates were low and your team rarely acted on the scores, switching to another traditional survey tool will produce the same results with a different vendor name.
• This migration is a chance to upgrade your insight depth. Conversational AI tools that conduct adaptive voice conversations capture richer qualitative data than any NPS score plus text box, turning a forced migration into a meaningful improvement.
• Three replacement paths exist. Traditional NPS tools (Retently, SatisMeter) offer direct replacement, enterprise CX platforms (Qualtrics, Medallia) add complexity and cost, and conversational platforms (Quitlo) replace forms with AI voice conversations for deeper insights.

What Happened to Delighted?

Delighted launched as a simple, developer-friendly NPS tool. It made sending customer surveys easy: connect your app, trigger surveys at the right moment, collect scores and comments, and track trends over time. For many SaaS companies, Delighted was the first (and sometimes only) customer feedback tool they used.

Qualtrics acquired Delighted in 2018. For several years, Delighted continued operating as an independent product. Now, Qualtrics is consolidating its portfolio and shutting Delighted down entirely.

Here is the timeline, per the Delighted sunset FAQ:

• July 1, 2025: Annual subscriptions can no longer renew. No new features are being developed.
• June 30, 2026: All Delighted access terminates. The platform goes offline.
• After June 30, 2026: All customer data is deleted.

This is not unusual for acquisitions. Independent coverage from SmartSurvey and Zonka Feedback confirms the shutdown and the urgency for affected customers. The hard deadline means you cannot wait. You need to move your feedback program to a new platform, export your historical data, and rebuild your workflows before June 2026.

What to Do Right Now

Before evaluating alternatives, take these immediate steps.

Export Your Data

Do not wait. Export everything Delighted has:

• NPS scores and trends over time
• Individual survey responses with customer identifiers
• Open-text comments attached to scores
• Response rates by channel and segment
• Custom properties and tags you have applied

Most of this data can be exported via Delighted's API or CSV export. Document your data schema so you can map it to whatever platform you choose next.

Document Your Current Setup

Map out how Delighted fits into your workflow:

• What triggers surveys? (Post-purchase, periodic, post-support interaction, cancellation?)
• Which channels do surveys go through? (Email, in-app, SMS, link?)
• Who receives the results? (Slack channel, email digest, dashboard?)
• What actions does your team take based on scores? (Detractor follow-up, promoter outreach, product roadmap input?)
• What integrations does Delighted connect to? (Stripe, Segment, HubSpot, Slack, etc.)

This map becomes your requirements document for evaluating alternatives.

Assess What Was Actually Working

Here is the honest question most teams skip: was Delighted actually giving you actionable insights?

Check your metrics:

• What was your survey response rate?
• How often did your team review the results?
• Can you point to a specific product or process change that resulted from Delighted data?
• Were you following up with detractors, or just collecting scores?

If your NPS program was running on autopilot with low response rates and infrequent review, this migration is a chance to fix that, not just replicate it with a different vendor.

What Are the Best Delighted Alternatives?

Your options fall into three categories, each representing a different philosophy about customer feedback.

| Tool | Category | Best For | Starting Price | Key Differentiator | | --- | --- | --- | --- | --- | | Quitlo | Conversational AI | Teams wanting deeper churn insights | $99/mo | AI voice conversations that adapt follow-up questions | | Retently | NPS/CSAT surveys | Direct Delighted replacement | $25/mo | Clean NPS, CSAT, and CES surveys with segmentation | | Survicate | Multi-channel surveys | Teams needing in-app and email surveys | $89/mo | Website, in-app, and email surveys with targeting | | Simplesat | CSAT surveys | Support teams measuring satisfaction | $49/mo | Embeds satisfaction surveys directly in email signatures |

Option 1: Another Traditional NPS/Survey Tool

If your Delighted setup was working well and you want a direct replacement, several tools occupy the same space:

• Retently focuses specifically on NPS, CSAT, and CES surveys with clean reporting
• SatisMeter offers in-app and email surveys with segmentation
• Wootric (now InMoment) provides NPS surveys with basic analytics

These tools will feel familiar. Migration is relatively straightforward: set up similar survey triggers, map your channels, and continue collecting scores.

The limitation is that you are replacing like with like. If Delighted's response rates were low, a different survey tool will likely see similar rates. The format (survey) is the constraint, not the vendor.

For a detailed comparison, see our Delighted alternatives page.

Option 2: A Full Experience Management Platform

Qualtrics itself is the obvious candidate here, since they are actively migrating Delighted customers. Medallia and similar enterprise platforms also compete in this space.

These platforms offer comprehensive survey capabilities: multi-channel distribution, advanced analytics, journey mapping, and enterprise features like role-based access and compliance certifications.

The tradeoff is complexity and cost. If you were using Delighted because it was simple and affordable, an enterprise XM platform is a significant step up in both complexity and budget. You may end up paying for capabilities you never use while spending weeks configuring what used to take minutes in Delighted.

Option 3: Move Beyond Surveys Entirely

The Delighted shutdown is a natural inflection point to ask whether surveys are still the right approach for your feedback program.

The limitations of survey-based feedback are well documented:

• Response rates are low. Email NPS surveys typically see single-digit to low double-digit response rates.
• Scores lack context. An NPS score of 6 tells you someone is unhappy. It does not tell you why, what triggered it, or what would fix it.
• Open-text fields are underused. Most respondents skip the "tell us more" box, and those who do write often leave vague comments.
• No follow-up is possible. A survey cannot ask a clarifying question when a customer's response is ambiguous.

Conversational feedback tools, including AI exit interviews, address these limitations by replacing forms with actual conversations. An AI agent asks open-ended questions, follows up on interesting responses, and produces structured insights that go far deeper than a score plus comment.

This is a different category than what Delighted offered. It is not a like-for-like replacement. It is an upgrade in the kind of insight you receive.

Why Is the Delighted Shutdown an Opportunity?

Platform migrations are disruptive. They force you to re-evaluate assumptions. That disruption is actually valuable if you use it correctly.

Audit Your Feedback Strategy

Most SaaS companies started collecting NPS because someone read that they should. Over time, the survey runs on autopilot. Scores get collected, dashboards get glanced at occasionally, and nothing changes.

This migration forces you to ask: what do we actually need from customer feedback? If the answer is "we need to understand why customers leave," an NPS score is a weak proxy. A conversation with the departing customer is a direct answer.

Consolidate Your Tools

Many companies using Delighted also have separate tools for exit surveys, cancel flow surveys, support satisfaction surveys, and product feedback collection. The Delighted shutdown is a chance to consolidate.

Instead of replacing Delighted and keeping four other feedback tools, consider whether a single platform can cover your core feedback needs. Fewer tools means less maintenance, less data fragmentation, and lower total cost.

Upgrade Your Insight Depth

Use our NPS calculator to check your current score, then ask yourself: do you know what to do with that number?

If your NPS is 32, what specific actions would move it to 45? If you cannot answer that question from your current data, the problem is not your score. It is the depth of insight behind it.

This is where conversational feedback shines. Instead of a number that tells you something is wrong, you get a specific explanation of what is wrong, why it matters to the customer, and what would fix it.

Making the Switch to Quitlo

If you decide this migration is the right time to move from surveys to conversations, here is how Quitlo fits.

What Quitlo Does Differently

Delighted asked customers to rate you on a scale and optionally leave a comment. Quitlo conducts AI voice conversations that adapt to each customer's responses. When a customer mentions a specific problem, the AI follows up. When they reference a competitor, it explores what that competitor does better. When they express frustration, it asks for the specific experience that caused it.

The output is not a score. It is a structured insight summary delivered to Slack: the customer's primary concern, their sentiment, competitive mentions, likelihood to return, and specific feedback, all organized and ready for your team to act on.

What the Migration Looks Like

1. Connect your billing platform. Quitlo integrates with Stripe and other billing systems to detect cancellation events automatically.
2. Configure your delivery channel. Choose where insights land: Slack, email, or both.
3. Start receiving insights. The next customer who cancels gets an invitation to a brief voice conversation. Structured insights arrive in your channel within minutes.

There is no survey to design, no question logic to configure, and no response rate to optimize. The AI handles the conversation, the follow-up questions, and the insight extraction.

Pricing

Quitlo's Signal plan starts at $99/mo, which includes surveys and 10 AI voice conversations. The Intelligence plan at $349/mo expands to 100 voice conversations and adds the cancel widget. The Professional plan at $1,499/mo is designed for higher-volume teams.

If you want to test the conversational approach before committing, Quitlo's free tier includes 50 surveys and 10 voice conversations, so you can run a side-by-side comparison with your current Delighted data while you still have access. No credit card needed to get started.

For a detailed feature comparison between Quitlo and Delighted, visit our comparison page. You can also use our survey ROI calculator to estimate the value gap between your current survey approach and conversational feedback.

Checklist: Migrating Off Delighted

Use this as your migration project plan:

1. Export all historical data from Delighted (scores, responses, properties)
2. Document your current survey triggers, channels, and integrations
3. Audit your actual usage: response rates, review frequency, actions taken
4. Decide your approach: like-for-like replacement, enterprise upgrade, or conversational shift
5. Evaluate 2-3 options in your chosen category
6. Run a parallel period where both old and new systems operate (if timeline allows)
7. Migrate integrations and notification workflows
8. Communicate the change to your team (who sees what, where, when)
9. Decommission Delighted and confirm data export is complete

The Delighted shutdown is inconvenient. It is also a chance to move from passively collecting scores to actively understanding your customers. Do not just replace the tool. Upgrade the approach. Export your Delighted data today, then start a free Quitlo trial to test conversational exit interviews alongside your existing survey workflow before the June deadline. For a broader comparison of alternatives, see our roundup of the best NPS tools in 2026.