HotelTonight wanted better feedback to improve guest experiences. They switched from Google forms to Delighted to send NPS surveys after hotel stays. This change increased guest engagement and feedba...ck. HotelTonight now gets about 1,000 pieces of feedback each week. Their average NPS rose from 68 to 75, which is much higher than the industry average. The team uses this feedback to fix problems and improve their service.
Affirm wanted a better way to understand their customers' experiences. Before using Delighted NPS, they only had interviews and no reliable data. They started using NPS surveys by email to collect fe...edback. Now, they get about 600 responses each week. This feedback helps them find ways to improve their products and services. They use these insights to make changes like better billing reminders and updates to FAQs.
Delighted NPS and CSAT surveys help Mission Lane collect customer feedback. The team uses API exports and Zendesk integration to manage and act on survey data. Mission Lane focuses on customer experi...ence, not marketing KPIs. The Customer Experience Office and Customer Operations team use Delighted to improve service across all touchpoints. Mission Lane has about 400 employees and serves over one million customers with credit and financial products.
Hospital & Health Care Case Studies and Success Stories with Delighted platform
CASE STUDY Dialogue
Dialogue is a large telemedicine company in Canada. They wanted to track and improve patient and client satisfaction. They used Delighted's NPS and feedback tools to measure user satisfaction and gui...de their product roadmap. They send NPS surveys to clients after consultations and share results with stakeholders. Dialogue tracks satisfaction across regions and uses feedback to improve their services.
Delighted eNPS helps ChowNow improve employee experience. ChowNow uses Delighted to send quarterly eNPS surveys by email. The HR team tracks feedback trends and acts on employee input. They follow up... with both promoters and detractors to address concerns. This process helps ChowNow keep employees engaged and improve workplace culture.
Transportation/Trucking/Railroad Case Studies and Success Stories with Delighted platform
CASE STUDY Silvercar
Delighted helps Silvercar improve the airport car rental experience. Silvercar uses Delighted's Net Promoter Score (NPS) surveys to get real-time customer feedback. The company maintains an average N...PS of 80 to 85, much higher than the industry average of 18 to 26. Silvercar sees 50% survey response rates from first-time users. Delighted enables Silvercar to quickly address customer pain points and keep teams aligned as the business grows.
Media Production Case Studies and Success Stories with Delighted platform
CASE STUDY Patch
Delighted's Net Promoter Score (NPS) solution helped Patch, a hyperlocal news platform, track real-time customer sentiment. Patch used NPS feedback to understand why users liked or disliked new featu...res. They discovered users were unhappy with pricing, so they lowered prices. After this change, NPS scores improved quickly. Revenue in Patch's self-serve ad platform for local classifieds and events grew by 85% year over year. Delighted's feedback tools were key to Patch's growth and customer satisfaction.
Delighted helps The Hustle collect feedback from advertisers. The Hustle uses Delighted's 5-star surveys to measure advertiser satisfaction after campaigns. They automated survey sends using the Deli...ghted API and Salesforce, achieving a 21% response rate. The Hustle maintains a high satisfaction benchmark of 4.5 out of 5 stars. Delighted makes it easy for The Hustle to improve advertiser experience and create new business opportunities.
Delighted NPS helps Bombas understand and improve customer experience. Bombas uses Delighted to survey first-time customers after purchase. The feedback helps Bombas measure brand strength and custom...er satisfaction. Insights from NPS data led to new product sizes and better service. Bombas uses this data to stay customer-focused and grow in a competitive online retail market.
Happy Returns wanted to keep shoppers, retailers, and partners happy with their return process. They used Delighted to collect real-time feedback and monitor their Net Promoter Score, which reached 9...3. The team used NPS surveys, email delivery, and instant reporting to improve their service. They quickly adapted to COVID-19 by launching contactless Return Bars and used feedback to refine the process. Retailers and Return Bar locations also benefited from easier returns and more store visitors.
Computer & Network Security Case Studies and Success Stories with Delighted platform
CASE STUDY Cynet
Delighted's NPS solution helped Cynet boost customer feedback. Cynet needed a simple way to collect feedback with little developer effort. Delighted web surveys were easy to set up and worked with Sa...lesforce. Before Delighted, Cynet had low response rates from email surveys. After using Delighted, they saw six times more responses in just 10 days. NPS became a key metric for company meetings and business goals.
Apparel & Fashion Case Studies and Success Stories with Delighted platform
CASE STUDY FIGS
Delighted helps FIGS, a direct-to-consumer healthcare apparel brand, improve customer experience using NPS surveys. FIGS uses customer feedback to enhance products and marketing. Their digital platfo...rm allows direct engagement with medical professionals. FIGS focuses on innovation, comfort, and style in medical apparel. The company builds strong brand loyalty by listening to its customers.
Bonobos wanted to be the most loved clothing company. They needed a better way to get feedback from busy customers. They used Delighted to collect quick and clear feedback. Now, everyone at Bonobos c...an see customer opinions every day. They use Delighted to track scores for stores and products. Delighted helped them avoid a bad change by showing a drop in customer scores.
Tuft & Needle founders wanted to fix problems with buying mattresses. They used Delighted to get real feedback from customers. Delighted's dashboard helped them find ways to improve their products an...d service. They learned about issues like mattress firmness and damaged boxes. Delighted helped them hear from both happy and unhappy customers. This feedback made their mattresses and buying process better.
Delighted NPS surveys help WayUp improve candidate experience. WayUp uses Delighted to collect feedback after users apply for jobs. The team uses tagging and integration with their email provider to ...track and analyze NPS scores. Real-time alerts and Slack channels help share feedback across the company. Insights from Delighted influenced product decisions and improved user experience. The Customer Concierge Team and reporting features make Delighted easy to use.
Delighted NPS web surveys help Glassdoor collect feedback from a wider range of users. Before, most feedback came from users reporting problems. Now, Glassdoor gets more balanced feedback from all us...ers. This helps them find ways to improve their website and user experience. They survey hundreds of thousands of users each month with a 2% response rate. The Delighted Slack integration lets product managers see feedback fast and act quickly. Glassdoor uses this feedback to make changes, like clearer messaging and better job alerts.
Delighted helped Rakuten Rewards monitor customer feedback during a major rebrand from Ebates. Before Delighted, feedback collection was manual and inconsistent. The team needed a unified way to trac...k customer experience and maintain high service standards. Delighted provided continuous NPS surveys, making it easier to gather and act on customer insights. This supported Rakuten Rewards in delivering a consistent, customer-centric experience across all channels.
Delighted helps Verishop improve customer experience using NPS and CSAT surveys. Verishop uses Delighted to collect feedback and share insights across teams. The company integrates Delighted with Sla...ck for real-time updates. Feedback from Delighted led to quick fixes, like correcting product descriptions. Verishop aims for a CSAT score of 88 and a score in the 70s for NPS. The small customer service team uses Delighted to drive continuous improvement.
HP Indigo wanted to improve customer loyalty and experience. Before 2016, they used long surveys that took months to analyze and did not help much. They switched to Delighted for fast, easy feedback ...collection. They now use Delighted NPS surveys and get over 100,000 pieces of feedback a year. Their monthly NPS score rose from 11 to 52. Their service department improved and cost-to-serve went down.
