TL;DR

• Delighted (shutting June 30, 2026): Purpose-built for NPS/CSAT/CES programs. Inline email surveys achieved 25-40% higher completion rates than link-based alternatives. Five-minute setup, autopilot scheduling, $224-449/month for entire team access. Served 15,000+ companies including Allbirds, DoorDash, PayPal.
• SurveyMonkey (active since 1999): Multi-purpose platform serving researchers, HR teams, marketers, and CX professionals. 200+ templates, AI survey builder (60-second creation), 335M-person audience panel for market research. $39-139/month per user (annual billing), response limits 15k-100k/year with $0.15 overages.
• The fundamental difference: Delighted was laser-focused on CX simplicity (inline email NPS/CSAT/CES, time-based recurring surveys, basic dashboards). SurveyMonkey prioritizes research versatility—advanced logic (quotas, randomization, A/B testing), statistical analysis (crosstabs, SPSS exports), serving multiple departments (research, HR, marketing, CX) from one platform.
• Decision criteria: Choose SurveyMonkey if you need multi-department survey capabilities (research + HR + marketing), access to audience panels, or statistical rigor for academic/research work. Explore CX-specific platforms if your primary need is customer feedback programs with event-based automation, bidirectional CRM integration, and multi-channel distribution (SMS, WhatsApp, kiosks).

Choosing between Delighted and SurveyMonkey isn't about comparing feature lists. It's about understanding what each platform was fundamentally designed to do—and whether that matches how your organization actually collects feedback.

Delighted built its reputation on one promise: make NPS surveys so simple that anyone could deploy them in five minutes. Inline email surveys, clean dashboards, autopilot scheduling. No training manuals, no complex setup. Fifteen thousand companies chose it for that focused simplicity.

SurveyMonkey took a different path. For over 25 years, it's served as the versatile survey platform for researchers running concept tests, HR teams measuring engagement, marketers conducting brand studies, and academics collecting dissertation data. Forty-two million users, 99% of Fortune 500 companies, over 100 billion questions answered. Its strength: handle any survey use case across any department.

With Delighted shutting down June 30, 2026, the question isn't just "what replaces it?" It's whether you need a CX-focused tool or a research-versatile platform—and what that choice means for your workflow, team capabilities, and budget.

We'll break down survey creation, analytics depth, distribution channels, integration ecosystems, and pricing models. Not as a feature checklist, but as a practical guide to understanding what each platform was designed to do and who it serves best.

This comparison draws from our team's experience implementing customer feedback programs across mid-market and enterprise organizations, analyzing hundreds of CX platform migrations, and working directly with teams transitioning from Delighted.

Side-by-Side Comparison

Before diving deep into specific capabilities, here's how Delighted and SurveyMonkey stack up across the dimensions that matter most for teams evaluating survey platforms.

1. Survey Creation and Customization

How each platform approaches survey design reveals what they were built to do. Delighted optimized for speed and CX simplicity. SurveyMonkey optimized for research versatility and multi-department flexibility.

a. Survey Types and Templates

The template library tells you who the platform serves and what workflows it assumes you're running.

Delighted's Focused Approach

Seven survey types: NPS (0-10 scale), CSAT (1-5 scale), CES (effort scale), 5-star rating, Thumbs up/down, Smileys, Product-Market Fit. Every template optimized for measuring customer satisfaction and experience.

The philosophy: pre-built CX templates you deploy in minutes. No blank-slate survey builders, no decision paralysis. Pick NPS, add your brand, upload contacts, launch.

SurveyMonkey's Versatile Library

Over 200 templates spanning customer feedback (NPS, CSAT, post-purchase, support satisfaction), market research (concept testing, brand awareness, pricing studies), employee engagement (pulse surveys, onboarding, exit interviews), academic research (dissertation surveys, course evaluations), event feedback (conference surveys, webinar follow-ups), and HR processes (candidate experience, performance reviews).

The philosophy: flexible survey builder that adapts to any department's needs. More setup decisions, more possibilities.

Delighted assumed you're running CX programs. SurveyMonkey assumes you might be a researcher testing product concepts, an HR manager measuring engagement, or a marketer running brand studies. The "customer satisfaction" templates are generic because they serve multiple industries and use cases.

b. Question Logic and Branching

Survey logic capabilities reveal whether a platform was built for simple feedback collection or complex research studies requiring scientifically valid samples.

Delighted's Simplicity

Basic skip logic: "If NPS score < 7, show follow-up question. Simple, functional, sufficient for straightforward feedback collection.

SurveyMonkey's Advanced Logic

Research-grade capabilities available on paid plans: skip logic (show/hide questions based on previous answers), piping (carry answers forward into later questions), randomization (prevent order bias in research studies), quotas (control sample composition, e.g., stop at 100 responses from age 25-34), A/B testing (test survey variations), and disqualification rules (screen out respondents who don't meet criteria).

If you're testing whether customers prefer Feature A or Feature B with statistically valid samples, you need randomization and quotas. If you're sending quarterly NPS surveys, you don't. The question is whether you're running research studies or tracking customer satisfaction.

c. AI-Powered Survey Creation

AI survey builders speed up survey creation when you're constantly designing new questionnaires for different purposes. For recurring CX programs, the value proposition changes.

Delighted's Manual Approach

Templates ready to deploy, customization through simple interface. No AI assistance, but surveys were simple enough that AI wasn't necessary.

SurveyMonkey's AI Builder

Launched in 2023 and refined through 2025, "Build with AI" uses Azure OpenAI to generate complete surveys from text prompts. Describe your survey goal in plain language, AI selects appropriate question types, creates answer choices automatically, works in 50+ languages, and generates surveys in under 60 seconds.

Trained on over 100 billion answered questions from SurveyMonkey's 25-year dataset. The system suggests optimal structures based on what's worked historically.

AI survey building matters when you're creating different survey types frequently (research studies, HR surveys, event feedback). For recurring NPS programs, template-based deployment works fine.

2. Analytics and Reporting Capabilities

How platforms help you understand feedback determines whether you're monitoring scores or proving business impact. One approach serves CX dashboards, the other serves research validation.

a. Text Analysis and AI Intelligence

The difference between keyword spotting and thematic analysis determines how fast you can turn comments into insights—and whether those insights connect to business outcomes.

Delighted's Smart Trends

Delighted kept text analysis straightforward: keyword extraction from open-ended comments showed you what customers were talking about. See "pricing" mentioned 47 times and "support" mentioned 32 times, tagged with basic sentiment labels (positive, neutral, negative). The philosophy was surface frequently mentioned themes quickly. When teams needed deeper analysis, they exported to Excel.

SurveyMonkey's AI Suite

September 9, 2025 marked a significant shift when SurveyMonkey expanded AI capabilities to Advantage plans (previously Premier-only). Now available at $468/year minimum, the suite includes sentiment analysis that classifies text responses using machine learning, thematic analysis (beta) that automatically groups responses into themes, and "Analyze with AI"—a conversational interface where you can ask questions like "What are common complaints about pricing?" and get instant answers with charts. The system also flags suspicious or low-quality responses.

All of this works across 50+ languages, powered by natural language processing trained on SurveyMonkey's extensive question-answer dataset spanning 25 years and 100 billion responses.

Keyword spotting identifies top themes. AI categorization speeds up analysis. But even with mid-tier AI access, you're getting sentiment labels and theme groups—not CX-specific insights like "which themes drive NPS changes" or "what feedback patterns predict churn." Those require connecting feedback to business outcomes, which neither platform does natively. That's where the gap between survey tools and CX platforms becomes clear.

Real example: A mid-market SaaS company switched from Delighted to SurveyMonkey and found AI sentiment analysis saved 4 hours/week on comment review. But they still manually tracked which complaint themes correlated with cancellations in a separate spreadsheet—a workflow CX-specific platforms automate.

b. Dashboard and Reporting

Dashboard complexity reflects who the platform serves. Simple score tracking serves CX teams monitoring trends. Statistical validation serves researchers proving findings.

Delighted's Real-Time View

Clean dashboards showing current NPS score with promoter/passive/detractor breakdown, trend charts (week-over-week, month-over-month), response inbox with all feedback, filter by custom properties (customer tier, region, product), and CSV export for external analysis.

The approach: quick pulse checks and team reviews. Many teams downloaded to Excel for executive reporting.

SurveyMonkey's Advanced Analytics

Research-grade capabilities: real-time response tracking with visual charts, crosstab analysis (Premier+) comparing how different segments answered, statistical significance testing to validate findings scientifically, multi-variable filtering for complex segment comparisons, SPSS export (Premier+) for statistical software analysis, custom dashboards to save filtered views, and data exports in CSV, XLS, PPT, PDF formats.

Dashboards showing current scores work for monitoring. Statistical testing, crosstabs, and SPSS exports serve researchers proving findings with scientific rigor. The question is whether you need to monitor customer sentiment or run research studies with statistical validation.

3. Distribution Channels and Reach

How surveys reach people determines response rates and who you can collect feedback from. The channel you use affects both completion rates and the quality of responses you collect.

a. Survey Delivery Methods

Distribution capabilities reveal platform assumptions about how feedback gets collected and whether convenience or sample control matters more.

Delighted's Channels

Core distribution included inline email (customers rate directly inside email with no link clicks—this was the signature feature driving high completion rates), web embeds (add surveys to websites), link sharing (send survey URLs), and mobile SDKs (iOS and Android in-app surveys).

Two-way SMS existed until January 2022 when Delighted discontinued it. Teams using SMS for retail locations or healthcare clinics had to find alternatives. One clinic's response rates dropped from 28% to 11% switching from SMS to email surveys.

SurveyMonkey's Approach

Standard distribution: email (link-based, email contains link to external survey page), web links (share URLs via any channel), website embeds (pop-ups and embedded surveys), social media (Facebook, Twitter, LinkedIn integration), and QR codes (generate scannable codes).

Audience Panel Access: This is SurveyMonkey's differentiator. Access to 335 million people across 130+ countries. Need 500 qualified responses from women aged 25-34 in the Northeast who bought athletic shoes in the last 90 days? Audience delivers at $1-3 per completed response (sold separately).

Inline email drove higher completion rates than link-based surveys for simple NPS. Link-based works fine for research studies where sample quality matters more than convenience. The real SurveyMonkey advantage is the audience panel—if you need market research respondents with specific demographics, that's a capability Delighted never had.

b. Automation and Scheduling

Both platforms handle time-based survey scheduling, but neither solves the event-based automation problem that CX teams need for triggering surveys from business events.

Delighted's Autopilot

Time-based recurring surveys: upload contact list once, set cadence (3, 6, or 12 months), choose distribution mode (spread evenly or batch send), surveys send automatically.

Limitation: only time-based triggers. Couldn't send "CSAT when Zendesk ticket closes" or "NPS 30 days after upgrade."

SurveyMonkey's Scheduling

Basic scheduling for specific dates and times. Email reminders to non-respondents. But like Delighted, no event-based triggering from CRM or support systems. Those workflows require Zapier workarounds in both platforms.

Both platforms handle time-based survey scheduling. Neither handles event-based automation (trigger from CRM events, auto-create tickets from detractors, route feedback by score) natively. That's a CX workflow gap in both tools.

4. Integrations and Workflow Connections

Integration depth determines whether feedback flows into your workflows or stays isolated in a survey tool. Both platforms push data out, but neither orchestrates complex CX workflows natively.

a. Integration Ecosystems

Integration count matters less than integration depth. Both platforms connect to major business tools, but the connections are primarily one-way data exports rather than bidirectional workflow automation.

Delighted's Focused Connections

Approximately 50 integrations covering core CX tools: CRM (Salesforce, HubSpot), Support (Zendesk, Intercom, Help Scout), Collaboration (Slack for notifications when responses arrive), E-commerce (Shopify for post-purchase surveys), and Data (Segment).

Responses pushed INTO connected tools. Couldn't trigger surveys FROM CRM events or write scores BACK automatically.

SurveyMonkey's Broad Network

Over 100 native integrations plus Zapier for 5,000+ apps: CRM (Salesforce, HubSpot, Microsoft Dynamics), Marketing (Mailchimp, Constant Contact, Marketo), Analytics (Google Analytics, Tableau, Power BI), Collaboration (Slack, Microsoft Teams), Productivity (Google Workspace, Microsoft 365), and Support (Zendesk, Freshdesk).

Also one-way sync. Responses flow into tools, but surveys can't trigger FROM events in connected systems.

More integrations mean more places to view survey data. But integration breadth doesn't solve the CX workflow problem (event-based triggering, bidirectional sync, automatic ticket creation). Both platforms push data out but can't orchestrate complex CX workflows natively. For teams who need deep Salesforce integration, consider exploring customer feedback tools for Salesforce that offer bidirectional sync and workflow automation.

b. Automation Platform Support

Both platforms connect to automation tools, but reliability varies and requires ongoing maintenance as APIs change.

Delighted: Connected to 5 automation platforms (Zapier, Segment, native API)

SurveyMonkey: Connected to 9 automation platforms including Zapier, Make, Workato

More automation options provide flexibility for connecting surveys to business workflows. But reliability varies—Zapier connections break when APIs change, requiring maintenance.

5. Pricing and Value Models

Understanding what you're paying for helps determine fit. One pricing model assumes CX-only use, the other assumes multi-department survey needs.

a. Pricing Structures

Delighted and SurveyMonkey take fundamentally different approaches to pricing, reflecting their different design philosophies and target users.

Delighted (Pre-Shutdown Pricing)

Premium: $224/month. Premium Plus: $449/month.

Simple model: entire team accesses platform, pay based on survey volume and features. Designed for mid-market teams with predictable budgets.

SurveyMonkey (2026 Pricing)

Individual Plans (annual billing required for lower rates): Standard Monthly ($99/month for month-to-month flexibility), Advantage Annual ($39/month, $468/year billed annually), Premier Annual ($139/month, $1,668/year billed annually)

Team Plans (3-user minimum, annual billing only): Team Advantage ($30/user/month, $1,080/year for 3 users), Team Premier ($92/user/month, $3,312/year for 3 users)

Response Limits: Advantage (15,000 responses/year), Premier (40,000 responses/year), Team Advantage (50,000 responses/year), Team Premier (100,000 responses/year). Overage charges: $0.15 per additional response.

AI Access: Available on Advantage+ plans since September 2025 expansion

b. What You're Paying For

The features included at each price point reveal what the platform prioritizes and who it serves.

At Delighted's $224-449/month: CX-focused survey types (NPS, CSAT, CES), inline email response (high completion rates), Smart Trends (keyword extraction), basic integrations (one-way sync), Autopilot (time-based automation), clean dashboards, and email support.

Served: Mid-market CX teams (50-500 employees), 1-2 people managing feedback

At SurveyMonkey's $468-1,668/year: 200+ templates (research, HR, events, CX), advanced logic (branching, quotas, A/B tests), AI suite (sentiment + thematic on Advantage+), statistical analysis tools, 100+ integrations, SPSS exports (Premier), and audience panel access ($1-3/response, separate cost).

Serves: Researchers, HR teams, marketers, CX teams—anyone running surveys across departments

c. Cost Comparison for 5-Person CX Team

Looking at real-world costs for a typical CX team reveals the actual budget impact beyond headline pricing.

Delighted: $224-449/month ($2,688-5,388/year), entire team access. SurveyMonkey Team Advantage: $30/user × 5 = $150/month ($1,800/year). SurveyMonkey Team Premier: $92/user × 5 = $460/month ($5,520/year).

Plus overage charges if exceeding response limits.

Are you paying for CX-specific capabilities or research versatility? Delighted's pricing assumed CX-only use. SurveyMonkey's pricing reflects serving multiple departments with broader needs.

6. Ease of Use and Support

How quickly teams can deploy and use the platform matters for consistent feedback collection. Learning curve impacts adoption, especially when one person manages feedback part-time.

a. User Interface and Learning Curve

Platform complexity reflects design choices about who uses it and how much training they'll receive.

Delighted

Praised by G2 reviewers as "incredibly easy to navigate and learn as you go." Zero training required. Most teams operational in 5 minutes.

Clean, minimalist interface showing only CX essentials. No overwhelming feature menus.

SurveyMonkey

Moderate learning curve. The breadth of features (200+ templates, advanced logic, research tools, audience panels) means more navigation and decisions.

G2 comparison research notes: "While SurveyMonkey has a robust feature set, some users have experienced challenges with configuration and setup."

From G2 reviews: "Many advanced features are locked behind higher-priced plans, and the interface can feel complex for simple feedback tasks."

If one person manages feedback part-time, instant usability matters. If you have researchers comfortable with survey methodology and statistical analysis, the learning investment pays off.

b. Customer Support

Support quality matters most when things break or when you're learning advanced features.

Delighted: Email support praised for speed. Self-serve Help Center. Most teams never needed to contact support due to simplicity.

SurveyMonkey: Email support (Standard plan), priority email + phone support (Premier+), Help Center with extensive documentation, community forums, and annual user conferences with industry speakers.

Making Your Decision: Which Tool Fits?

Choosing between these platforms comes down to understanding your primary use case and organizational needs. Let's walk through three common scenarios to see how the decision plays out.

Real-World Scenarios

Seeing how different organizations with different needs approach the decision helps clarify what matters for your specific situation.

Scenario 1: Mid-Market SaaS Company (150 employees)

Running quarterly NPS surveys to 3,000 customers, CSAT after support tickets, occasional product concept testing twice per year.

The analysis: Your primary need is customer feedback (NPS represents 80% of survey volume). Marketing's feature surveys happen twice a year—Google Forms works fine for those. The question is whether you optimize for CX workflows (event-based automation, inline email, CRM bidirectional sync) or pay for research versatility you'll rarely use.

SurveyMonkey path: Team Advantage costs $1,800/year for 5 users. You get research capabilities for occasional concept tests. But you're still building event-based automation through Zapier, completion rates drop 15-20% moving from inline email to links, and AI analysis doesn't explain which feedback themes predict churn.

CX platform path: Purpose-built tools like Zonka Feedback vs Delighted preserve the simplicity you valued while adding event-based automation, keeping inline email, and connecting feedback to business outcomes. Cost: $200-500/month.

Decision driver: Is customer feedback your main program or one of many survey needs? If CX is the core mission, don't pay for research versatility you won't use.

Scenario 2: Market Research Consultancy (8-person team)

Running 15-20 research projects monthly for B2B clients. Need quotas, randomization, statistical testing. Occasionally collect customer feedback for service-based clients.

Why SurveyMonkey fits: This is exactly what it was built for. Access to 335M person audience panel means you're not sourcing respondents yourself. SPSS exports feed your statistical analysis. Crosstabs and significance testing prove findings scientifically. Team Premier ($92/user × 8 = $736/month, $8,832/year) gives you 100,000 responses and full research capabilities.

Why CX platforms don't fit: They're optimized for recurring customer programs, not one-off research studies with unique sampling requirements. You need research tools, not CX workflows.

Decision driver: Market research is your business model. Pay for research-grade capabilities.

Scenario 3: Regional Healthcare Network (400 locations)

Patient satisfaction program powered by Delighted. Response rates matter—you were getting 32% completion via inline email. Need surveys at check-in kiosks, SMS follow-ups after appointments, offline mode for clinics with spotty internet.

SurveyMonkey limitations: Link-based email (completion rates typically drop to 18-24%). No native kiosk mode. No offline survey capability. SMS requires Zapier workarounds. Team Premier for 15 staff across locations: $1,380/month ($16,560/year), and you're rebuilding workflows without the multi-channel distribution you need.

CX platform requirements: Healthcare needs multi-channel distribution (kiosks, SMS, offline), location-level reporting (compare 400 clinics), and event-based automation (survey 24 hours after discharge). This is outside SurveyMonkey's design.

Decision driver: Distribution channels and operational requirements. Research platforms assume online access and link-based surveys. Healthcare workflows need more. Explore options in our guide to Delighted alternatives and competitors.

Decision Criteria Summary

After examining scenarios, here's when each platform makes sense based on your primary use case and organizational structure.

SurveyMonkey Makes Sense If You:

• Run surveys across multiple departments — HR measuring engagement, marketing testing concepts, CX tracking satisfaction from one platform
• Need market research capabilities — Access to 335 million person audience panel for qualified respondents
• Require advanced survey logic — Quotas, randomization, complex branching for research studies
• Value statistical rigor — Significance testing, crosstabs, SPSS exports for proving findings scientifically
• Have research expertise on team — People comfortable with survey methodology and statistical analysis
• Accept link-based surveys — Completion rates may be lower than inline email but you get more control over multi-page flows
• Budget allows per-user licensing — $30-92/user/month for teams, annual billing required
• Can work with Zapier for CX workflows — Event-based automation requires workarounds in both platforms

Look for CX-Specific Platforms If You:

• Primarily run customer experience programs — NPS, CSAT, CES tracking is your main or only use case
• Valued Delighted's inline email — High completion rates mattered for your response quality
• Need event-based automation — Trigger surveys from CRM events, auto-create tickets from detractors, route by score
• Want bidirectional CRM integration — Surveys trigger FROM Salesforce events, scores write BACK automatically
• Require multi-channel distribution — SMS, WhatsApp, kiosks, offline mode for retail/healthcare/field teams
• Need unified reporting — Cross-survey visibility, location rollups, breaking project isolation
• Prefer mid-market pricing — $200-800/month range with team access included
• Want fast migration — Live within days, not weeks of configuration

What Changes With SurveyMonkey?

Understanding these changes helps set realistic expectations during the transition.

• Survey delivery shifts from inline to link-based — Expect completion rates to drop 10-20% initially as customers adjust to clicking links instead of rating directly in email
• Response limits with overage charges — Unlike Delighted's flat rate, you'll need to monitor response volume. Exceeding your plan's limit triggers $0.15/response charges
• Self-serve migration — No dedicated migration support. You configure everything yourself (vs CX platforms that often provide migration assistance)

Migration Considerations

If you're moving from Delighted, understanding what changes—and what stays the same—helps set realistic expectations and plan your timeline. The June 30, 2026 deadline is firm with no extensions.

SurveyMonkey Migration Path

Moving to SurveyMonkey requires more configuration time than Delighted's original setup, but the process is self-serve with support available at higher tiers.

Timeline: 1-3 days for basic setup, longer for advanced features

Create account and select plan, choose templates or build surveys, configure logic and design, set up integrations (one-way sync), build dashboards and reports, train team on navigation.

Self-serve process: You handle configuration. Email support available (Standard), priority support (Premier+).

Alternative Platforms Worth Exploring

Beyond SurveyMonkey, several options exist for teams leaving Delighted. The right choice depends on whether you need CX-specific capabilities or broader survey versatility. 

Zonka Feedback 

Zonka is designed for teams who've outgrown basic survey tools but aren't running market research studies. It preserves what worked in Delighted (ease, inline email, intuitive dashboards), and adds the capabilities empowers a CX program (AI analysis, automation, multi-channel, bidirectional CRM), and scales to enterprise if and when required at a mid-market pricing.

What Stays Simple:

Five-minute setup from signup to first survey—no consultants required. Inline email response for high completion rates (the feature Delighted users loved most). Pre-built NPS survey templates ready to deploy. Intuitive interface requiring zero training. Real-time dashboards showing scores and trends. Start basic, add features when your team is ready.

"By nature, Survey collecting SaaS are a little complex, but Zonka Feedback is very transparent, easy to understand, easy to use, but complete and well-designed. It saves a lot of time."

— Verified Trustpilot Review

What Gets Added:

AI Feedback Intelligence addresses the reporting gap. Thematic analysis groups comments into actionable themes automatically—not just keyword spotting but understanding "what are detractors saying about pricing compared to last quarter?" Sentiment analysis detects emotion beyond positive/negative labels. Impact scoring shows which themes actually drive NPS changes (not just what appears frequently). Entity recognition identifies products, team members, and locations mentioned. Natural language queries let you ask questions and get analyzed responses.

Multi-channel distribution goes beyond email. Inline email response (like Delighted) for completion rates. Two-way SMS (like Delighted offered before discontinuing) where customers text back scores. WhatsApp for international reach. Kiosks on iPad or Android for retail stores, healthcare clinics, hospitality. Offline mode for field teams without reliable internet. In-app widgets via SDK. Web embeds and QR codes.

"I was searching for an omnichannel way to collect feedback. Some of my customers are not tech-savvy and don't even have an email. With Zonka Feedback, surveys can be collected via SMS or at physical touchpoints too."

— Verified Capterra Review

Event-based automation triggers surveys FROM business events: when Salesforce deals close, Zendesk tickets resolve, Shopify orders fulfill, product milestones hit. Closed-loop workflows auto-route detractors to the right team, create tickets, assign tasks, track resolution—the CX workflows SurveyMonkey requires Zapier workarounds to achieve.

Bidirectional CRM integration means surveys trigger FROM Salesforce or HubSpot events (deal closed, case resolved, milestone reached). NPS and CSAT scores write BACK to contact records automatically. Live list sync eliminates manual CSV uploads. Custom field mapping segments by any CRM attribute. The depth of integration Delighted never offered.

Unified reporting breaks project isolation. Cross-survey visibility and consolidated reporting. Location-level rollups comparing performance across branches. Role-based dashboards where executives see strategy, managers see operations, teams see their metrics. Advanced filtering combines multiple criteria. The reporting depth Delighted users wanted without enterprise complexity.

"Beyond everything though, what really stands out for me is the reporting. It is absolutely kickass. I get too many detailed reports in one click and I really love the way the entire Analytics system is designed."

— Director of Operations, Verified Capterra Review

Enterprise features when needed: HIPAA compliance with signed BAA for healthcare teams. ISO 27001 certified. Multi-location support with branch-level tracking. Team collaboration tools. White-label capabilities for multi-brand programs.

Pricing & Migration: Mid-market teams typically pay $167-500/month. Enterprise scale available. Migration support included: 24-48 hour timeline for most teams, historical Delighted responses import with original timestamps (NPS trends continue unbroken), Zonka's team rebuilds your exact Delighted surveys, integrations configured and tested, parallel testing to ensure continuity, no feedback gap during transition.

When Zonka Feedback Fits:

Mid-market teams (50-500 employees) who valued Delighted's ease and need AI and automation without months-long implementations. Multi-channel requirements for retail, healthcare, field service, or e-commerce. Want deeper CRM integration than Delighted offered. Healthcare or regulated industries needing HIPAA compliance. Budget of $200-800/month. Want to be live within days, not months. Need migration completed before June 2026 deadline.

Learn more: Zonka Feedback vs Delighted comparison

Other Options to Consider

If SurveyMonkey's focus doesn't match your needs and you want alternatives beyond Zonka Feedback, several other platforms serve different use cases.

• SurveySparrow: Chat-style surveys, mobile-first interface, $19-99/month. Good for conversational engagement but limited CX workflow automation.

• Typeform: Beautiful one-question-at-a-time interface. Excellent for marketing forms and lead generation, limited CX-specific features.

• QuestionPro: Comprehensive survey platform with advanced logic, multiple question types, and research-grade analytics. Starts at $83/user/month (5-user minimum).

For teams comparing enterprise research platforms, consider reading Delighted vs Qualtrics to understand how research-grade tools differ from CX-focused platforms.

Final Thoughts

Delighted and SurveyMonkey represent different approaches, both valid for different organizational needs. Your decision comes down to honest assessment of what feedback programs you're running versus what these platforms were designed to serve.

Delighted succeeded because it stayed laser-focused on customer experience: NPS, CSAT, CES exclusively. One person could manage CX programs part-time. Inline email drove completion rates. Autopilot made recurring surveys automatic.

SurveyMonkey succeeds because it serves organizations running surveys across multiple use cases: market research teams testing product concepts with audience panels, HR measuring engagement, marketers conducting brand studies, academics running dissertation surveys—and yes, CX teams tracking satisfaction. It's a research platform that can handle customer feedback, not a CX platform that happens to do research.

Most Delighted users sit between these positions. They need customer experience capabilities—AI that explains what feedback means, automation triggered from CRM events, multi-channel distribution (SMS, kiosks, WhatsApp), bidirectional Salesforce integration that writes scores back automatically. But they're not running multi-department research programs requiring audience panels, statistical significance testing, or SPSS exports.

If you primarily run customer feedback programs (NPS, CSAT tracking, detractor routing, support ticket surveys), platforms purpose-built for CX workflows deliver better outcomes than research tools adapted for customer experience. If your organization needs versatile survey capabilities across departments with research-grade analytics, SurveyMonkey's heritage justifies the investment.

The key is finding what matches your organizational reality today—what your team will actually use to close the feedback loop and drive customer experience improvements, not what feature lists promise.