How does pricing compare between Delighted and Medallia?

Delighted offers a free tier or trial. Medallia offers custom / contact-sales pricing. Always confirm current plans on each vendor's website before you commit.

When should I choose Delighted over Medallia?

Delighted is a strong fit for Delighted is a strong fit for small retail and e-commerce brands that want post-purchase NPS or CSAT feedback without hiring a CX analyst.…. Lean toward Medallia if you need Medallia fits mid-to-large businesses that interact with customers across multiple channels and need one system to track and act on all….

Delighted vs Medallia

A side-by-side comparison of two customer success tools for small businesses.

Bottom line

For most small businesses, Delighted edges out Medallia on overall SMB fit (8/10 vs 4/10), especially for Delighted is a strong fit for small retail and e-commerce brands that want post-purchase…. That said, weigh pricing and the feature breakdown below against your needs.

At a glance

Attribute	Delighted	Medallia
SMB score	8/10	4/10
Category	Customer Success	Customer Success
Free tier	Yes	No
Starting price	—	Contact sales
Best for	Delighted is a strong fit for small retail and e-commerce brands that want post-purchase NPS or CSAT feedback without hiring a CX analyst. Service businesses—HVAC companies, salons, cleaning services—benefit from automated follow-up surveys that fire after each appointment. Early-stage SaaS startups use the web widget to catch friction during free trials or onboarding flows. Any SMB owner who currently guesses at customer sentiment, or relies entirely on public reviews to measure satisfaction, will find Delighted a faster, more structured alternative. It also suits HR managers at companies under 200 people who want a single tool for both customer and employee feedback rather than maintaining two separate subscriptions.	Medallia fits mid-to-large businesses that interact with customers across multiple channels and need one system to track and act on all that feedback. It works best for organizations with dedicated CX or operations staff who can act on the insights the platform surfaces.

Delighted

Run NPS, CSAT, and five-star surveys in minutes and turn customer feedback into decisions your whole team can act on.

Picture a boutique e-commerce shop that just fulfilled its 500th order. The owner wants to know if buyers are happy before reviews start rolling in on their own—but she has no budget for a research firm and no time to build a survey from scratch. She logs into Delighted, picks th…

Key features

Eight ready-made survey formats including NPS, CSAT, CES, and smiley face
Six distribution channels: email, web, link, embed, kiosk, and mobile SDK
Real-time response dashboard with trend charts and sentiment filtering
Automated recurring surveys triggered by time intervals or customer actions
Conditional follow-up logic with up to 10 additional custom properties
Native integrations with HubSpot, Salesforce, Slack, Shopify, and Zapier
Logo and brand-color customization included on every plan
Employee pulse survey capability alongside customer feedback campaigns

Limitations

Delighted deliberately keeps survey design simple, which means teams that need multi-page questionnaires, complex skip logic trees, or rich media embedding will hit walls quickly. The free plan is limited to a modest number of monthly responses; growing businesses may find themselves needing a paid tier sooner than expected—verify current plan thresholds on the vendor site, as they change. Reporting, while clean, lacks the cross-tabulation depth of dedicated research platforms. Role-based access controls are basic compared to enterprise survey tools, which can frustrate larger teams. There is no built-in ticket or case management system, so closing the loop with unhappy customers requires exporting data or relying on an integration.

Visit Delighted →

Medallia

Medallia collects every customer and employee signal, applies AI to the data, and gives your team clear actions to improve experiences and grow revenue.

Medallia pulls together feedback from surveys, phone calls, social media, digital interactions, and video into one platform. Its AI tools then surface themes, identify root causes, and generate suggested responses without requiring a data analyst on your team. The platform includ…

Key features

AI-generated response suggestions for customer feedback
Automatic theme detection across text and survey data
Root cause analysis without manual analyst work
Closed-loop case management with automatic alerts
Unified signal capture across surveys, speech, social, digital, and video

Visit Medallia →

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Frequently asked questions

Is Delighted or Medallia better for small businesses?: For most small businesses, Delighted edges out Medallia on overall SMB fit (8/10 vs 4/10), especially for Delighted is a strong fit for small retail and e-commerce brands that want post-purchase…. That said, weigh pricing and the feature breakdown below against your needs.
How does pricing compare between Delighted and Medallia?: Delighted offers a free tier or trial. Medallia offers custom / contact-sales pricing. Always confirm current plans on each vendor's website before you commit.
When should I choose Delighted over Medallia?: Delighted is a strong fit for Delighted is a strong fit for small retail and e-commerce brands that want post-purchase NPS or CSAT feedback without hiring a CX analyst.…. Lean toward Medallia if you need Medallia fits mid-to-large businesses that interact with customers across multiple channels and need one system to track and act on all….

Read the full profiles: Delighted · Medallia · All Customer Success tools