Delighted
Delighted provides the engine for capturing Net Promoter Scores, while Planhat provides the customer segmentation and execution layer required to act on that feedback. Connect these tools to transform raw NPS data into actionable account context that drives commercial decisions and portfolio health.
Unlock the power of Delighted with planhat
Improve net revenue retention
Protect recurring revenue by identifying "Silent Detractors" through targeted NPS outreach. By syncing campaign-specific responses back to Planhat, teams can execute proactive retention plays the moment a score declines, addressing risk before qualitative frustration impacts renewals.
Shorten time to value
Verify early implementation success by capturing onboarding-specific sentiment. By exporting implementation cohorts directly into Delighted, teams can objectively measure implementation efficiency based on user feedback, ensuring success milestones are met during the initial kickoff phase.
Increase process governance
Standardize how feedback is collected and mapped across the organization. Planhat’s manual export actions ensure that only relevant End User segments are surveyed, while the automatic response sync ensures every account owner follows the same model for reviewing current and historical NPS scores.
Improve commercial predictability
Base revenue forecasts on objective customer sentiment rather than anecdotal reporting. Planhat calculates Company-level NPS scores from combined End User feedback, providing leadership with a reliable view of portfolio health that correlates directly with retention and advocacy outcomes.
how it works
Flow & configuration
Authenticate and map campaigns
Authorized users connect the Delighted application within the App Center by establishing a secure link between the two systems. Administrators must ensure the relevant NPS campaigns are already configured in Delighted before initiating the export from Planhat.
Target recipients via Data Explorer
Select a filtered group of End Users from a Planhat Page or within Data Explorer to define the survey audience. Since the integration does not support continuous automatic contact sync, users must manually select and export the specific segment intended for surveying to ensure precise targeting.
Execute the export and survey trigger
Choose either "Export to Delighted" to simply update the contact list, or "Export to Delighted and Survey" to immediately trigger the associated campaign. While Planhat can initiate an immediate send, Delighted’s internal survey throttle settings remain in control of the actual delivery frequency to prevent over-surveying.
Automate response ingestion and rollup
Once feedback is submitted, Planhat automatically pulls the survey results—including the respondent's email, score, and comments—back into the platform. These results land in the NPS Module and update individual End User records, while simultaneously rolling up into a calculated Company-level NPS for account-wide visibility.
Execute operational follow-through
The synced NPS data becomes part of the shared customer context, appearing in Data Explorer and on customer profiles. Commercial teams use these signals to drive Health Scores and automated follow-up tasks, ensuring that feedback leads directly to coordination and intervention across the portfolio.
How quickly can we connect Delighted with Planhat and start syncing customer feedback?
Native and no-code. Connect Delighted to Planhat in minutes — no manual exports, no engineering. Once connected, survey responses — NPS, customer feedback — flow automatically into the customer record through continuous sync. Customer Success teams see feedback as soon as it's submitted.
What Delighted data does Planhat capture, and how does it map to customer context?
Planhat captures NPS scores (Promoters, Passives, and Detractors) and qualitative feedback — and syncs Delighted Properties like the product version or customer segment associated with each response. This enriches the Golden Thread, enabling sentiment filtering by account tier or Customer Success Manager, so feedback is always interpreted within the full context of the customer lifecycle.
How does the integration help teams close the loop on customer feedback?
Planhat transforms Delighted signals into immediate operational workflows. Response Playbooks automate based on score thresholds: a Detractor score (0–6) automatically triggers an urgent escalation task for the Customer Success Manager to close the loop within 24 hours. A Promoter score (9–10) triggers an invitation to a G2 review or advocacy program. Both risks and opportunities are acted on in real time.
How does Planhat ensure sensitive customer feedback from Delighted remains secure?
Planhat includes granular privacy and visibility controls. Role-based permissions control who can view feedback responses. Selective sync configurations determine which Delighted fields are imported. Visibility restrictions apply to sensitive survey comments. All data is encrypted in transit and at rest.
How does Delighted data help identify Silent Detractors and drive revenue?
In Planhat, Delighted feedback identifies Silent Detractors — customers with high product usage but deep negative sentiment. Correlating NPS scores with usage and engagement data in Health Scores provides a multi-dimensional view of churn risk. Survey data becomes predictive revenue intelligence, enabling proactive intervention to protect NRR before a low score turns into a cancellation.