Delighted Is Sunsetting. Don't Just Migrate. Upgrade Your CX Programme.

Delighted's planned sunset in June 2026 is forcing many customer experience teams to make a decision. For years, Delighted gave mid-market teams a simple way to collect NPS, CSAT and customer feedback without much complexity. It worked well for basic feedback loops. But as customer expectations have changed, basic survey collection is no longer enough.

"The question is not just: what tool should we move to? The better question is: what should our CX programme be able to do next?"

For many teams, the Delighted sunset is a chance to avoid a like-for-like migration and move toward a more intelligent, automated and outcome-focused approach.

The Risk of a Like-for-Like Migration

When a platform reaches end-of-life, the natural reaction is to find the closest replacement. That feels safe. It also limits the opportunity.

If you simply move the same surveys, same reporting and same manual processes into another basic platform, you may preserve continuity - but you will not materially improve how your organisation understands customers, identifies risk or acts on feedback. The world has moved beyond static NPS tracking.

Modern CX teams need to know:

That requires more than survey collection. It requires better diagnostics, smarter automation and a partner that helps turn feedback into action.

From Scores to Root Cause

A score tells you something happened. It rarely tells you why.

Many organisations know when satisfaction is falling, but they struggle to understand the specific reasons behind the movement. Teams are left reading comments manually, waiting for reports or guessing which improvement will matter most. Without consistent, automated feedback collection, the data volume simply isn't there to find reliable patterns.

     40%
     

Response rate

     A national government agency had been sending manual CSV surveys after call centre interactions - response rates were too low to identify specific friction points. trustMinder automated SMS surveys triggered after each call. Response rates reached 40%, giving the team enough signal to understand exactly which service moments were driving dissatisfaction.
   

That is the difference between measurement and diagnosis. When feedback is automated and consistent, the patterns become visible - and teams can act on specific issues rather than broad guesses. Instead of launching a wide improvement initiative, the team could focus on the moments that actually mattered to customers.

 Struggling to explain why your scores are moving? trustMinder can help.
 

Reach Customers Where They Are

Many legacy feedback programmes still depend heavily on email. Email still has a role, but it is not enough on its own. Inboxes are crowded, response rates are under pressure, and customer journeys now span calls, field service, delivery, websites, apps, QR codes, SMS and support interactions. A modern CX platform needs to meet customers in the right channel at the right moment.

trustMinder supports multi-channel feedback collection across email, SMS, QR, web links, intercepts and API-triggered journeys - capturing feedback closer to the actual experience, when the memory is fresh and the signal is stronger.

   SMS
   

Automated post-call surveys

   40%
   

Response rate achieved

   0
   

Manual reporting effort

In one programme with a national government service agency, email response rates were too low to provide a reliable view of post-call experience. trustMinder integrated with the organisation's phone system and moved to automated SMS feedback after service interactions. Response rates increased significantly, and automated reporting freed the team to act on insights rather than prepare spreadsheets.

Automate the Heavy Lifting

The real value of a CX programme is not the dashboard. It is what happens after the feedback arrives. Modern teams need automation that helps them:

"A CX programme that becomes more useful over time - not just a dashboard you check once a week."

trustMinder combines feedback collection, AI analysis, reporting, alerts, case routing and integration capabilities. That might mean drafting follow-up content, creating tickets, triggering internal workflows, updating systems or surfacing next-best actions for teams. The result is a programme that compounds in value over time.

A Partner, Not Just a Platform

Many teams using Delighted valued its simplicity. They do not necessarily want the complexity, cost or service model of a large enterprise platform. At the same time, they need more capability than a basic replacement tool can provide. trustMinder is built for that gap.

We combine modern CX technology with hands-on support. We help teams migrate quickly, improve programme design and build toward measurable outcomes - preserving what works, fixing what does not, and adding capability where it will make the biggest difference. We are not here to simply recreate your Delighted setup. We are here to help you build a better CX programme.

What to Consider Before You Migrate

If you are currently using Delighted, use this moment to step back and ask:

A sunset creates urgency. It also creates an opening. Instead of moving from one lightweight survey tool to another, you can move to a platform that helps your team collect better signals, understand what matters and take action faster.

 Make the Delighted Sunset a CX Upgrade
 

June 2026 is not just a deadline. It is a chance to modernise your CX programme - moving beyond basic feedback collection to AI-driven diagnostics connected to real business outcomes.