Don't Just Replace Delighted. Upgrade to Revenue.
Delighted made NPS surveys simple — and now Qualtrics is shutting it down. Migrating to a heavier, pricier survey tool isn't an upgrade. CustomerGauge is the B2B platform that ties every NPS response to revenue, churn risk, and account health, so feedback finally drives growth.
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Sound Familiar?
What we hear from teams currently running NPS, CSAT, and CES programs on Delighted.
We just got the sunset email. Now we have to migrate years of NPS history before June, and the only path Qualtrics is offering us is a six-figure enterprise contract.
My CFO keeps asking which accounts are at risk. Delighted gives me a 47 NPS, but I can't tell her which $3M account is the detractor and which is the promoter.
Year-over-year reporting is a nightmare. We export to spreadsheets every quarter just to show the board a trend line. There's no way that's still acceptable in 2026.
We have 14 contacts at one of our biggest accounts. Delighted treats them like 14 random respondents. We need to see one account, not a pile of email addresses.
Closing the loop means leaving the dashboard, opening Salesforce, finding the contact, and emailing them manually. By the time we follow up, the detractor has already churned.
Every plan upgrade was a cliff. We didn't need 10x the responses, we just needed one more user seat — but that's the next tier and it's nearly double the price.
The Problem With Delighted
Delighted is sunsetting on June 30, 2026, but the limitations B2B teams have been working around for years aren't getting fixed before then.
The platform is being shut down
Qualtrics has confirmed Delighted will be discontinued on June 30, 2026. Annual renewals stopped in July 2025. Feature development is frozen. After the sunset date, all customer data will be deleted, with no extensions and no exceptions.
The default migration path is Qualtrics XM — an enterprise platform that often quotes mid-market teams six-figure annual contracts for capabilities most B2B feedback programs don't need.
It treats B2B accounts like B2C respondents
In B2B, one account often has 10, 20, or 50 stakeholders, and the score that matters is the account-level rollup, not the individual response. Delighted has no native concept of accounts, hierarchies, or stakeholder roles — every respondent is a flat email address.
The result: you can't tell which accounts are at risk, which stakeholders matter most, or which detractors sit inside your largest contracts.
NPS isn't connected to revenue
Delighted shows you scores. It doesn't show you which accounts those scores represent in revenue, which revenue is at risk from a 6-rated account, or which promoters drove your last upsell.
Without a revenue link, NPS becomes a vanity metric. The CFO asks "which accounts?" and the answer is a CSV export and a Salesforce lookup.
Reporting falls apart at scale
G2 reviewers consistently flag the same gap: you can analyze a single survey easily, but there's no way to aggregate across surveys, see year-over-year trends inside the platform, or roll results up by segment, region, or product line.
Most teams end up exporting to spreadsheets and stitching reports together manually — defeating the point of automation.
Closing the loop is manual
Delighted users can't respond to feedback directly inside the tool. Following up with a detractor means leaving the dashboard, opening your CRM, finding the contact, and emailing them manually — then logging the action somewhere else.
For B2B teams managing dozens of at-risk accounts, the manual workflow is often slower than the churn cycle it's trying to prevent.
Pricing tiers don't match how teams scale
Delighted's pricing tiers jump in big steps — extra user seats, more responses, or specific features often require a tier upgrade that nearly doubles the price. Need a key integration? That's another tier. Need year-over-year reporting? Another tier.
Teams end up paying for a plan size they don't need just to unlock one feature they do.
What Makes CustomerGauge Different
Built for B2B from day one. Every survey, score, and insight is tied back to the account and the revenue behind it.
Account-Centric, Not Response-Centric
Stop drowning in individual responses. CustomerGauge organizes feedback by account hierarchy with full stakeholder visibility, so you see the score that matters: the one tied to the contract.
- Multi-stakeholder rollups per account
- Native account hierarchies and parent/child relationships
- Role-weighted scoring (CEO ≠ end user)
- Detractor alerts inside Promoter accounts
Every Score Tied to Revenue
Delighted shows you a number. CustomerGauge shows you the dollars behind it. Revenue-Based NPS® connects every response to the account's revenue, contract value, and renewal date in real time.
- Real-time revenue at risk by detractor
- Promoter revenue and upsell readiness
- Native CRM sync (Salesforce, HubSpot, NetSuite)
- CFO-ready dashboards out of the box
Closed-Loop Action, Built In
No more bouncing between Delighted, Salesforce, and email. CustomerGauge routes every detractor to the right owner, tracks every action, and shows ROI on recovery, all inside one platform.
- Auto-routing by account, region, or score
- SLA-tracked follow-up workflows
- Recovery ROI reporting per CSM
- Native reply-from-platform with audit trail
AI That Reads Every Response and Acts
Delighted's AI is bolted on. Gaige AI is built into the workflow. It conducts feedback interviews, summarizes themes across thousands of responses, and surfaces the next best action automatically.
- AI-led conversational interviews
- Cross-account theme detection
- Automated executive summaries
- Suggested actions ranked by revenue impact
A Real Partner, Not a Self-Serve Form Tool
Delighted is self-serve by design. That works until you need to scale. CustomerGauge gives every customer a dedicated CSM, program manager, and CX strategist to help you design, launch, and grow your Account Experience™ program.
- Dedicated implementation team
- Quarterly business reviews and benchmarking
- Best practices from 250+ B2B programs
- Migration support, including from Delighted
Head-to-Head:
CustomerGauge vs Delighted
A side-by-side look at the capabilities B2B feedback programs need most.
| Capability |  |
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|---|---|---|
| Long-term platform availability |
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| Account-level NPS (B2B accounts) |
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| Revenue tied to NPS |
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| Multi-stakeholder per account |
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| Year-over-year reporting in-platform |
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| Cross-survey aggregation |
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| Closed-loop case management |
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| AI-driven theme analysis and action |
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| Native CRM integration |
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| Dedicated CSM and program manager |
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| Built for B2B |
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| G2 overall rating | 4.6 / 5 | 4.4 / 5 |
| Request a Demo |
Plan Your Move From Delighted
Resources to help you migrate before the June 30, 2026 sunset — and pick a platform built for B2B from the start.
Frequently Asked Questions
When exactly is Delighted shutting down?
Qualtrics announced that Delighted will sunset on June 30, 2026. Annual subscription renewals stopped on July 1, 2025, and any remaining monthly subscriptions will not be renewed after May 31, 2026. After the final sunset date, customer access ends and all data is deleted.
There are no extensions or exceptions. Teams need to export historical data and migrate before the deadline.
Why shouldn't we just migrate to Qualtrics like Delighted suggests?
Qualtrics XM is the default migration path Qualtrics recommends, but it's an enterprise-grade research platform priced for that audience. Mid-market teams are frequently quoted six-figure annual contracts for capabilities most B2B feedback programs don't need.
For B2B teams whose primary goal is account-level NPS, churn reduction, and revenue retention, a B2B-native platform like CustomerGauge is a closer match to what Delighted actually was — minus the limitations.
Does CustomerGauge help with the migration from Delighted?
Yes. CustomerGauge has helped dozens of teams migrate off discontinued or B2C-focused platforms. Migration support includes historical data import, survey rebuild, integration setup, and program redesign — all handled by a dedicated implementation team.
Most teams are live in under 30 days, well before the June 30, 2026 deadline.
Can CustomerGauge handle the same NPS, CSAT, and CES surveys we run today?
Yes — and more. CustomerGauge supports NPS, CSAT, CES, and custom relational and transactional surveys across email, in-app, link, and SMS distribution. The difference is what happens after the response: every score is tied to an account, contract value, and stakeholder.
What's the difference between a survey tool and an Account Experience platform?
A survey tool collects responses. An Account Experience™ platform connects those responses to the things that drive B2B growth: which accounts gave the score, what the contract is worth, who the stakeholders are, and what action needs to happen to retain or grow the relationship.
Delighted was a survey tool. CustomerGauge is the platform built for B2B retention and revenue.
Is CustomerGauge more expensive than Delighted?
CustomerGauge is priced for mid-market and enterprise B2B teams, so the headline number is typically higher than Delighted's monthly tier. But pricing scales with accounts and revenue under management, not response counts — so customers don't hit pricing cliffs every time they add a stakeholder or want a new feature.
Most importantly: the ROI comes from churn reduction and account growth, not from the feedback tool itself. Customers typically see CustomerGauge pay for itself many times over within the first year.
Can I keep using Delighted until June 30, 2026?
Yes. Delighted continues to operate through the sunset date, and Qualtrics has committed to maintaining the service through the deadline. However, no new features will be added, and renewals are limited to monthly until the final cutoff.
Most teams start their migration well in advance — typically 60 to 90 days out — to avoid a last-minute scramble and to run both platforms in parallel during transition.
Is CustomerGauge a good fit for teams smaller than enterprise?
Yes. CustomerGauge is purpose-built for mid-market and enterprise B2B companies — typically those with 50 to several thousand customer accounts and a defined customer success or CX function. Teams below that size may find Delighted-class self-serve tools sufficient; teams above benefit most from CustomerGauge's account-based approach.