Qualtrics buys California firm

Provo-based Qualtrics has acquired startup Delighted, the company said last week, adding the maker of one-touch apps for Instacart, Postmates and Uber to its customer experience software suite. Although the terms of the deal were not disclosed, Forbes quoted a source with knowledge of the transaction saying the company was valued at more than $20 million in its last funding and was bought for more as Delighted has grown.

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Forbes said that Qualtrics has grown into a $2.7 billion valuation over the past 16 years by offering a suite of tools that measure and interpret customer and employee feedback, an increasingly complex product compared to the company’s initial online surveys possible with academia. Founded in 2002, Qualtics employs over 1,700.

Delighted specializes in one- question surveys delivered by email, text or on a customer’s site, then provides feedback in near real time. Used by over 1,500 companies, the five-year-old company has been successful helping measure and improve customer experience at small and medium businesses. 

“Qualtrics created the experience management category with the goal to help every organization in the world more effectively leverage and take action on experience data,” said Ryan Smith, co-founder and CEO of Qualtrics. “With the addition of Delighted, Qualtrics can now be used by the earliest-stage startup or the most sophisticated, global organization. With the Qualtrics Experience Management Platform, organizations have a single system of record for all of their customer experience programs.”

“Working with Qualtrics, we will continue to help thousands of companies create great customer experiences at the beginning of their CX journey while also providing a path to a full experience management program,” said Caleb Elston, co-founder and CEO of Delighted. “Helping organizations get started on the self-service end of customer experience can be a complex process. At Delighted, we are the best at making that experience simple and fast. We're excited to bring that innovation to Qualtrics as we work together to democratize experience management.” 

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