Delighted vs Reputation.com
A side-by-side comparison of two customer success tools for small businesses.
Bottom line
For most small businesses, Delighted edges out Reputation.com on overall SMB fit (8/10 vs 7/10), 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 | Reputation.com |
|---|---|---|
| SMB score | 8/10 | 7/10 |
| 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. | Reputation.com fits best with multi-location SMBs in review-sensitive industries—dental and medical practices, auto dealerships, home services companies, restaurants, and local retail chains. If your team is already fielding customer complaints on Google while simultaneously trying to keep directory listings accurate across Yelp, Apple Maps, and Bing Places, this platform consolidates that work meaningfully. Marketing managers who need to report on online reputation alongside other KPIs will appreciate the Reputation Score as a boardroom-ready number. Franchise operators and regional service businesses with two to twenty locations get the most leverage from the multi-location dashboard and competitive benchmarking, where comparing store-level reputation health becomes a genuine operational decision-making tool rather than an annual guessing game. |
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.
Reputation.com
Manage reviews, listings, and customer surveys from one dashboard to build trust and win more local customers.
Picture a regional dental practice with three locations. The office manager spends Monday mornings bouncing between Google, Yelp, Healthgrades, and Facebook trying to catch new reviews before the dentist asks about them at the weekly huddle. Half the time a negative review sits u…
Key features
- Centralized review monitoring across 250+ platforms with instant alert notifications
- Automated email and SMS review-request campaigns triggered after customer interactions
- One-click branded response templates speed up public reply workflows significantly
- Proprietary Reputation Score tracks nine performance factors in a single composite metric
- Business listing management syncs NAP data and photos across major directories automatically
- Post-visit customer surveys integrated with public review data in one reporting view
- Multi-location filtering lets managers compare and benchmark individual site performance
Limitations
Reputation.com is priced for businesses where online reputation directly impacts revenue, and that cost can feel steep for very small or single-location operations. Exact pricing is not publicly listed—you'll need to request a demo and quote, which makes budgeting uncertain early in your evaluation. The platform's breadth also means the initial setup and learning curve are non-trivial; teams expecting a plug-and-play experience may be surprised by how much configuration goes into survey templates, listing connections, and response workflows. Some third-party reviewers note that customer support responsiveness can vary. The tool is most powerful for local and multi-location businesses; purely e-commerce or B2B SaaS companies with no local presence will find many features irrelevant.
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Frequently asked questions
- Is Delighted or Reputation.com better for small businesses?
- For most small businesses, Delighted edges out Reputation.com on overall SMB fit (8/10 vs 7/10), 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 Reputation.com?
- Delighted offers a free tier or trial. Reputation.com offers custom / contact-sales pricing. Always confirm current plans on each vendor's website before you commit.
- When should I choose Delighted over Reputation.com?
- 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 Reputation.com if you need Reputation.com fits best with multi-location SMBs in review-sensitive industries—dental and medical practices, auto dealerships, home….
Read the full profiles: Delighted · Reputation.com · All Customer Success tools