Qualtrics is a broad experience-management platform built for B2C research and large-enterprise scale. CustomerGauge is purpose-built for B2B, measuring NPS at the account level and tying feedback to revenue and retention. For teams leaving Delighted or GetFeedback, Qualtrics is often more platform than a B2B account program needs.
Qualtrics vs CustomerGauge: Choosing a B2B Account Experience Platform After Delighted
The Delighted and GetFeedback migrations force a decision
If you run customer feedback on Delighted or GetFeedback, the clock is ticking Delighted access ended June 30, 2026, and GetFeedback Direct ends December 31, 2026.
A sunset is a forced decision. While it may seem like the “path of least resistance” is the most expedient course, we’re going to argue for disruption, particularly if you’re in B2B. Qualtrics is a straightforward answer if you’re in B2C, no doubt. Whether it fits a B2B account program is a separate issue, and it is worth answering now before you pull the trigger on migration.
Three options when your survey tool sunsets
When a tool you depend on shuts down, you have three real options. Only one of them is the default, and, in this case, the default is not automatically correct, particularly for a B2B organization.
Option 1: migrate to Qualtrics. If you’re B2C, it makes sense. Qualtrics is a capable platform for B2C research and large-enterprise customer experience management (CXM). For most B2B account programs, though, it is more “platform,” higher cost and likely lower ROI.
Option 2: move laterally to another simple survey tool. Retently, Zonka, or SurveyMonkey Enterprise are real options if a basic survey is genuinely all you need. They are the same product tier as Delighted, but they are also limited in scope. What a survey tool can’t do is resolve for an account-level problem.
Option 3: upgrade the CX program itself. Instead of swapping out one contact-level survey tool with another, level up your entire CXM program: from contact-level NPS to account-level Account Experience directly tied to revenue. This is the CustomerGauge case, and it is the only one of the three that treats the migration as an opportunity to significantly upgrade and fine-tune your measurement vs. just maintain the status quo.
Qualtrics vs CustomerGauge, the real difference
Qualtrics was built for B2C research. CustomerGauge was built for B2B revenue.
This is CustomerGauge's own framing and design intent, not a knock on capability. Qualtrics was built to run research and experience programs at consumer-level scale. CustomerGauge was built to measure loyalty inside complex B2B accounts and connect it to those accounts’ revenue. Two different jobs, two different tools.
Contact-level NPS vs account-level Account Experience
A B2C-centered program handles each respondent as one customer. A B2B account does not function that way. A single B2B account contains multiple stakeholders, runs on a renewal cycle, and carries revenue that can reach six or seven figures per logo. Measuring that account as a pile of individual responses misses the mark: which total accounts are at risk, and how much revenue moves with them. Account Experience weights feedback by the revenue across the account, so the score reflects the stakes.
A few hundred accounts, not millions of customers
The clearest way to see the gap is by scale. A B2C business, like an airline or a grocery chain, has millions of customers, and a research platform built for that volume makes sense. A B2B company may have only a few hundred accounts, and sometimes a single account matters more proportionally than all the rest combined. Equating those two worlds with the same tool is a big mistake. A B2B program needs to know its accounts by stakeholder name, function and by revenue, not by mountains of individual consumer response counts.
Talk through the migration itself.
If you are mid-sunset on Delighted or GetFeedback, book a migration consult to map your move before the window closes.
What harnessing feedback to revenue means “on the ground”
Engagement, not response rate
The familiar question is 'what was your response rate?'. The more impactful question for a B2B program is how much of your revenue this program has captured in feedback. A 30 percent response rate that misses your largest accounts tells you less versus a smaller sample that covers the revenue you cannot afford to lose. Engagement weighted by revenue is the 3D KPI, not just response rate.
Feedback that shows up in retention and growth
An effective account-based CX program will change your business outcomes, regardless of whether it has a fancy dashboard. The true test is in the reportable numbers and whether the feedback moves retention and expansion. If your CX program can’t clearly show that, fancy dashboard or no, you’re throwing your budget away.
Closing the loop before the renewal, not after
Account-level feedback only protects revenue if it reaches the account owner in time to act. The point of measuring at the account level is to catch a slipping relationship while the renewal is still open and possible, surface it to the person who owns that account, and close the loop before the contract date, not in the post-mortem.
When Qualtrics is the right call
Real talk: there are jobs where Qualtrics is the better choice. Large-scale market research, academic studies, employee experience programs, and high-volume B2C feedback all play to its strengths. If that is the work you are doing, Qualtrics is a strong platform and you should consider it on its merits. The case for CustomerGauge is narrower and more specific: a B2B team that needs to measure loyalty by account and tie it to specific revenue. If that is your job, the rest of this page is for you.
Frequently asked questions
How much does Qualtrics cost?
Qualtrics does not publish its pricing. It is quote-based and built for enterprise budgets, so the figure depends on modules, seats, and contract scope. For a B2B team, the more useful question is the total cost of the program relative to the revenue it is meant to protect, rather than the sticker price alone.
Who are Qualtrics' competitors?
On the broad research side, Qualtrics is most often compared with SurveyMonkey, Medallia, and Typeform. For B2B teams specifically, the relevant comparison is not another general survey tool but an account-level program like CustomerGauge that measures loyalty by revenue.
What happens to Delighted and GetFeedback customers?
Both tools are being retired, Delighted access ended June 30, 2026, and GetFeedback Direct ending December 31, 2026, with Qualtrics positioned as the default migration path. That makes this a good moment to decide whether to graduate into a larger research platform or upgrade to a B2B account program instead.
Is Qualtrics the only option when Delighted or GetFeedback shuts down?
No. Migrating to Qualtrics is the default path the vendor sets up, but it is not the only one. When a tool sunsets you have three real choices: move to Qualtrics, switch to another simple survey tool, or upgrade the program itself to account-level NPS tied to revenue. The right answer depends on whether you need a research platform or a B2B account program.
Do I have to migrate before the shutdown dates?
To keep your program running without a gap, you need a destination in place before access ends. Because the shutdown dates are fixed, the forced timing is a good reason to choose deliberately rather than defaulting into the migration the vendor has lined up for you.
Making the move
If you are weighing the migration, two next steps fit two different needs.
See it on a B2B account program.
Request a demo built around account-level NPS and revenue, not a generic platform tour.
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