Delighted

Overview

Delighted, a Qualtrics company, specializes in capturing real-time customer feedback through elegantly simple survey experiences. The platform is widely adopted by product, customer success, and marketing teams who want to measure customer sentiment without the friction of traditional survey tools. Delighted's web-based surveys are designed to feel native to the site experience, appearing as unobtrusive popups or embedded widgets that encourage higher response rates than email-only survey approaches.

What makes Delighted notable from a privacy perspective is that it straddles two categories: it provides functional value (collecting explicit feedback) while also operating as an analytics tool (aggregating and analyzing sentiment data, tracking satisfaction trends over time, and segmenting responses by user attributes). This dual nature means website operators need to carefully consider how Delighted's scripts interact with visitor data and whether the analytics dimension requires consent under applicable privacy regulations.

What This Script Does

Delighted's scripts perform several interconnected functions on websites where they are deployed:

• Survey Eligibility Logic: Scripts evaluate whether a visitor qualifies to see a survey based on configurable rules — such as time on site, page count, session frequency, or custom properties passed by the website. This involves reading session data and potentially setting cookies to track survey display history.
• NPS and CSAT Prompts: Renders Net Promoter Score, Customer Satisfaction, Customer Effort Score, and other rating-style survey widgets directly on the page. These appear as slide-in panels, modals, or inline elements depending on configuration.
• Response Collection: Captures survey responses (numeric ratings, free-text comments, follow-up answers) and transmits them to Delighted's servers for aggregation and analysis.
• Session Tracking: Maintains state about which visitors have seen or completed surveys to prevent over-surveying. This typically involves cookies or local storage to persist survey interaction history across page loads and sessions.
• Visitor Identification: Can associate survey responses with identified users when the website passes user properties (email, user ID, account information) to the Delighted script, enabling response segmentation and trend tracking.

Consent & Compliance

Delighted's compliance profile is mixed. The survey display functionality itself is arguably functional — the website operator has decided to collect feedback, and the survey serves that legitimate business purpose. However, the underlying mechanics involve tracking behaviors that privacy regulators scrutinize:

The session tracking cookies used to manage survey eligibility and prevent repeat displays constitute visitor tracking under GDPR and ePrivacy Directive interpretations. When visitor identity properties are passed to the script, this creates a personal data processing activity that requires a lawful basis.

Under GDPR, the analytics and segmentation capabilities — tracking satisfaction trends over time, linking responses to user profiles, and behavioral targeting for survey display — would typically require consent or a carefully documented legitimate interest assessment. The CCPA/CPRA may also apply if survey response data is linked to identifiable California residents.

Delighted's own privacy documentation acknowledges that their service processes data on behalf of the website operator (as a data processor), placing the compliance responsibility on the site owner to obtain appropriate consent or establish another lawful basis.

Should You Block This Without Consent?

Delighted combines functional survey delivery with analytics-grade session tracking and visitor profiling. The analytics and tracking components — session cookies for eligibility, visitor identification, and sentiment trend analysis — push this beyond purely functional territory. While the survey itself serves a legitimate purpose, the data collection mechanics warrant consent.

Conditional.