CustomerSure vs Delighted
Delighted is being switched off on 30 June 2026. The default migration path is Qualtrics XM. For most teams, that is a much bigger step than they need. CustomerSure is a simpler alternative: easy to use, expert-led, and built around actually improving customer outcomes.
Why this matters now
Delighted's own sunset FAQ confirms it: feature development has stopped, annual renewals ended on 1 July 2025, and customer access is terminated on 30 June 2026, when all customer data is deleted. Qualtrics is steering users toward Qualtrics XM. For Fortune-class enterprises with a CX operations team, that may be the right answer. For most Delighted users, it is an upsell into a platform several sizes too big.
CustomerSure picks up where Delighted left off — and goes further where it matters.
| Decision point | CustomerSure | Delighted |
|---|---|---|
| Best for | UK organisations who want simple feedback that drives real outcomes | Teams who valued simplicity and one-click NPS, CSAT and CES surveys |
| Status | Active and invested in, with a clear roadmap | Sunset on 30 June 2026. No new features. No renewals. |
| Migration effort | Guided setup in 4-8 weeks, with help included | Manual CSV exports, project by project, before the deadline |
| Pricing model | Transparent and predictable, with expertise included | Monthly only until shutdown. Default migration to Qualtrics XM. |
| Expert support | Direct access to specialists in every plan | Email support until 30 June 2026, then nothing |
| Compliance fit (UK) | Consumer Duty, TSM, CQC, Ofwat and Ofgem reporting built in | Light-touch surveys; compliance-grade reporting not the focus |
| Vulnerable customer evidence | Identification, tracking and audit trail by design | Not a built-in capability |
| Data after shutdown | Yours to keep and migrate, with help | Permanently deleted after 30 June 2026 |
Delighted earned its loyal following because it was simple. Customers actually answered the surveys. Teams could set things up in an afternoon. CustomerSure works the same way. Simple to use, fast to deploy and respectful of your customers' time — with the rigour and expertise to support a serious CX programme as you grow.
Qualtrics XM is a powerful platform. It is also a six-figure annual investment with a three-to-six-month implementation, designed for organisations with a CX operations team. If you do not have one of those, the platform will sit mostly unused while the bill arrives in full.
As we have written about elsewhere, bringing in an expensive, complex platform without clear objectives doesn't deliver value to customers and therefore doesn't deliver value to the business.
Delighted gave you NPS, CSAT and CES numbers. CustomerSure gives you those too, plus the bit that turns scores into business results: feedback flowing to the right people, audit-ready evidence for regulators and boards, and expert advice when you need it.
That's why iamproperty achieved a 7-point CSAT rise and 9-point NPS lift within twelve months of switching to a structured feedback programme — and why Barchester Healthcare uses CustomerSure to evidence improvement to its regulator across 250 care homes.
If you are a global enterprise with a dedicated CX operations team, and the budget and headcount to maintain a deeply customised platform, then Qualtrics XM is a credible step up from Delighted. Take the migration path.
The Delighted deadline is fixed. Switching to CustomerSure is easy.
We look at your current Delighted setup, your timelines, and what you need from a replacement. No generic deck.
A clear plan for surveys, contacts and historical data — with a fixed-fee proposal and known costs.
We rebuild your surveys, import your history and configure reporting. Your programme keeps running.
Many teams run CustomerSure alongside Delighted for a few weeks to compare outputs and reduce risk.
You move fully to CustomerSure well before 30 June 2026, with your data preserved and your team trained.
Loved by customers. Embraced by teams. Valued at board level.
We needed the ability to be agile and drive our programme in real time.
CustomerSure gives us that. The platform allows us to build, launch and amend surveys in real-time. This has proven priceless on several occasions.
We've been able to give our regulator evidence to show how acting on feedback has led to an improvement in our quality scores.
We're now at our highest ever quality ratings across the board.
We were very impressed with the functionality and power of CustomerSure from the beginning.
It's great to have a software partner that can help us scale our customer experience efforts to such a level, whilst maintaining that personable level of service.
I love the simplicity of the system. It takes me a matter of minutes to train new people on it as it is so intuitive.
30 June 2026. Annual renewals ended on 1 July 2025, so most users are now on monthly subscriptions. After 30 June 2026, customer access ends and all data is deleted in line with local regulations.
Yes. We will help you export responses, contacts and trend data from Delighted and bring it into CustomerSure so your historical insight is preserved. The earlier we start, the cleaner the migration.
Qualtrics XM is the right answer for some organisations — particularly Fortune-class enterprises with dedicated CX operations teams. For most Delighted users, it is a much bigger commitment than they need, with a six-figure annual cost and a three-to-six-month implementation. CustomerSure offers a simpler alternative with expert support included.
Most mid-sized organisations are live on CustomerSure within four to eight weeks. We can run in parallel with Delighted while you build confidence, then cut over well before the 30 June 2026 deadline.
CustomerSure supports audit-ready outcome reporting, vulnerable customer identification and tracking, and practical regulatory guidance from our team — across financial services, social housing, care, energy and utilities.
Pricing is predictable and transparent. Most programmes are typically £2,000-£7,500 per month depending on volume and scope, with expertise included rather than billed separately.
CustomerSure is privately held, founder-led, profitable and debt-free. Our roadmap is driven by clients, not by parent-company strategy shifts.
Bring your Delighted contract dates, your data export questions and your current programme. We will give you a clear view of fit, migration effort and likely next steps.
