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Delighted

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Delighted is a customer feedback platform, part of Qualtrics in the United States, used to run Net Promoter Score, CSAT, and CES surveys by email, link, and on site web widgets. It collects survey responses, contact details such as email, and technical data like IP address and device, and the web widget sets cookies to control when surveys appear. Because it is US operated and the widget sets non essential cookies, it requires prior consent under the GDPR and the ePrivacy Directive and transfers data to a third country.

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Overview

What does Delighted do?

What Delighted is

Delighted is a customer experience and feedback platform operated by Delighted, part of Qualtrics, in the United States. Organisations use it to send Net Promoter Score, CSAT, and Customer Effort Score surveys through email, SMS, links, and on site web widgets, then analyse the results. When the web widget is embedded, Delighted loads a script that can set cookies and collect technical data in the visitor browser.

What data and cookies Delighted collects

Delighted processes survey responses and any comments, along with contact identifiers such as email address or customer ID that you provide, and technical data like IP address, device, and browser. The web widget uses cookies to remember whether a survey was already shown and to throttle how often it appears. Responses can be linked to a specific person when you pass customer identifiers to Delighted.

GDPR and ePrivacy implications

When you use the web widget, it sets non essential cookies, so the ePrivacy Directive requires prior consent before it loads. Across all channels, the GDPR requires a lawful basis, transparency, and a data processing agreement because Delighted acts as your processor. Free text feedback can contain personal or even special category data, so it should be handled carefully.

When consent is required

For the on site web survey, obtain prior, opt in consent before the Delighted script runs, and block it behind your consent banner. For email or link surveys you rely on your relationship with the customer and clear information rather than cookie consent, but you still need a lawful basis and transparency. Make it easy for recipients to decline and to access or delete their feedback.

Data transfers outside the EU

Delighted and Qualtrics are based in the United States and process data there, so using Delighted involves a third country transfer under Chapter V of the GDPR. Transfers rely on Standard Contractual Clauses and, where applicable, the EU US Data Privacy Framework, supported by a transfer impact assessment. Check whether EU data residency options are available for your plan.

Practical compliance steps

To stay compliant, gate the web widget behind consent, sign a data processing agreement, and complete a transfer impact assessment. Minimise the identifiers you pass to Delighted, set retention limits for responses, and warn against entering sensitive information in free text. List Delighted in your cookie policy and privacy notice and review its subprocessors regularly.

Compliance

Delighted and the GDPR

Delighted is classified as “Analytics”. On a site that targets European visitors, it must only load after the visitor consents, and it must be listed in your cookie policy.

Legal basis
Consent (Art. 6(1)(a) GDPR) for the web widget cookies; legitimate interest or consent (Art. 6(1)(f)/(a) GDPR) for surveying existing customers by email or link
Risk level
medium
Applicable regulations
GDPR, ePrivacy Directive (Cookie Law), CCPA

Impact assessment (DPIA)

Delighted collects survey responses that can be linked to identifiable customers and free text that may contain sensitive information, which raises its risk profile. Key DPIA points: (1) transfer of personal data to Delighted and Qualtrics in the United States, requiring SCCs or the Data Privacy Framework and a transfer impact assessment; (2) linkage of responses to contact identifiers you provide, enabling profiling of individuals; (3) the web widget setting non essential cookies that require consent; (4) risk of special category data appearing in open comments; (5) the need for a data processing agreement, retention limits, and minimisation of identifiers. A DPIA is recommended for large scale or sensitive feedback programmes.

Sample text for your banner

We use Delighted to collect feedback through short surveys. On our website, with your consent, Delighted sets cookies that control when a survey is shown and collects your response along with technical data such as your IP address. This data is processed by Delighted, part of Qualtrics, in the United States under appropriate safeguards. You can withdraw your consent at any time via our cookie settings.
Cookies and trackers

What Delighted sets and contacts

Tracking method
Email, SMS, and link surveys plus an on site JavaScript web widget that uses cookies
Server location
United States (Delighted, part of Qualtrics)
Data transferred outside the EU
Delighted and Qualtrics are based in the United States and process data there. Transfers rely on Standard Contractual Clauses (Art. 46 GDPR) and, where applicable, the EU US Data Privacy Framework, and should be supported by a transfer impact assessment.

Cookies set (3)

NameTypeDurationPurpose
delighted.shownAtFunctional1 yearRecords when a survey was last shown to a visitor to control how often it appears.
delighted.uidAnalytics1 yearIdentifier used to attribute survey responses and recognise a returning respondent.
delighted.sessionFunctionalSessionMaintains the survey widget session state while a survey is displayed.

Third-party domains contacted (3)

  • delighted.com
  • web.delighted.com
  • cdn.delighted.com
Questions

Frequently asked questions about Delighted

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What cookies does Delighted set?

The Delighted web widget sets functional and analytics cookies that remember whether a survey was already shown, throttle how often it appears, and help attribute responses. These are not strictly necessary, so the web widget requires consent. Email and link surveys do not rely on website cookies.

Do I need consent to use Delighted?

For the on site web widget, yes, because it sets non essential cookies, so obtain prior, opt in consent before it loads. For email, SMS, or link surveys you do not need cookie consent but still need a lawful basis, transparency, and the ability for people to opt out.

What is the legal basis for Delighted?

The web widget cookies rely on consent (Art. 6(1)(a)) and the ePrivacy Directive. Sending surveys to existing customers can rely on legitimate interest (Art. 6(1)(f)) or, in some contexts, consent, depending on the channel and local marketing rules.

Does Delighted transfer data to the US?

Yes. Delighted is part of Qualtrics and is based in the United States, so its use is a third country transfer. It relies on Standard Contractual Clauses and, where applicable, the EU US Data Privacy Framework, which you should document in a transfer impact assessment.

Is a DPIA needed for Delighted?

A DPIA is recommended for large scale or sensitive feedback programmes. Assess the US transfer, the linkage of responses to identifiable customers, the cookies set by the web widget, and the risk of sensitive data in free text comments.

How do I implement Delighted compliantly?

Block the web widget behind your consent banner, sign a data processing agreement, and complete a transfer impact assessment. Minimise the identifiers you send, set retention limits, discourage sensitive free text, and document Delighted in your cookie policy and privacy notice.

Are there alternatives to Delighted?

Yes. EU based or self hosted survey and NPS tools can reduce cookies and third country transfers. Options such as LimeSurvey (self hosted) or EU hosted feedback platforms are more data minimal choices, though you remain responsible for consent and security.

How do I update my cookie policy for Delighted?

Add a Delighted entry listing the web widget cookies, their purposes and durations, and the fact that data is processed by Delighted and Qualtrics in the United States. Link to Delighted''s privacy notice and review the entry when its cookies or subprocessors change.

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