I didn’t expect to write this article. When I started at GetFeedback as the Global Product Growth and Innovation Evangelist, we were the underdog, but we kept beating SurveyMonkey. We did so well that they decided to buy us instead of competing.
Now, years later, I’m watching two major customer experience platforms announce their end dates just months apart. After 21 years in the Salesforce ecosystem and firsthand experience in building GetFeedback’s market position, I have observed a pattern that every CX leader needs to understand.
If you’re a nonprofit stretching every dollar to serve your constituents, a startup scaling fast on tight margins, or a budget-conscious enterprise leader protecting your CX investment, keep reading. There’s an opportunity hiding inside this disruption.
The Sunset Wave Is Here
Two of the most trusted customer feedback platforms are leaving the market, and the timelines are tight.
GetFeedback Direct will sunset on December 31, 2026. If you’re a current user, you’ve likely already received communications encouraging you to migrate to SurveyMonkey Enterprise.
Delighted will end even sooner, June 30, 2026. Qualtrics announced that annual subscription renewals stop on July 1, 2025, and customers will move to monthly plans until the final shutdown.
This isn’t a minor inconvenience. Thousands of organizations built their voice-of-customer programs on these platforms because they were simple, affordable, and worked beautifully with Salesforce. Now those organizations face a choice: follow the default migration path to enterprise platforms they may not need, or find alternatives that actually fit how they work.
The Story Behind the Sunsets
I watched this pattern unfold from the inside. When I joined GetFeedback as their Global Product Growth and Innovation Evangelist, I wasn’t just marketing a product. I was helping organizations transform how they listened to customers. I saw firsthand who these platforms served and why they mattered.
GetFeedback was built on a simple but powerful premise: customer feedback should live where your customer data lives. We were purpose-built for the Salesforce ecosystem, and that deep integration was our competitive advantage.
When companies compared us to SurveyMonkey, they weren’t just comparing features. They were comparing philosophies. We believed that feedback disconnected from your CRM couldn’t drive meaningful action. Our customers, many of them mid-market companies and nonprofits that couldn’t afford enterprise research suites, found that native integration transformed how they listened to customers.
Then SurveyMonkey acquired us. For a while, both products kept running. But in most acquisitions, the new owner has its own priorities and eventually decides which products to invest in.
GetFeedback was never fully merged into SurveyMonkey’s main platform. It stayed mostly separate, which worked for customers who loved it as it was. But it also meant GetFeedback didn’t get the investment it needed to evolve. The product that Salesforce teams loved is now ending, and customers are being directed to SurveyMonkey Enterprise, a platform not built for Salesforce.
Delighted followed a similar trajectory. The platform became known for making NPS, CSAT, and CES surveys incredibly easy. It was the tool you’d recommend to anyone who wanted to collect customer feedback without a steep learning curve or enterprise price tag.
Then Qualtrics acquired Delighted, and the same pattern emerged. Qualtrics is focusing on AI-powered XM Suites, enterprise solutions designed for large-scale research programs. As a result, they’ve decided to sunset Delighted and encourage customers to migrate to the full Qualtrics platform.
Here’s the problem: Qualtrics may be far more complex than teams who loved Delighted actually need. And like SurveyMonkey Enterprise, it’s not built natively on Salesforce. The simplicity and affordability that made Delighted valuable? That’s not what you get when you move to an enterprise research suite.
What This Means for Your Organization
If you’re using GetFeedback or Delighted, you need to make a decision. The parent companies want you to migrate to their enterprise platforms. Before you do, consider what that really means for your team, your budget, and your data.
Why Native Architecture Matters
During my time at GetFeedback, I learned something important: we won deals over SurveyMonkey not just on features, but on architecture. When your survey data lives natively in your CRM, everything changes.
Non-native integrations rely on external connectors and middleware. Your data moves between systems, which introduces sync delays, potential failures, and security vulnerabilities. Each integration point is another place where something can break, or be breached. Recent security incidents have demonstrated exactly how risky these external data pipelines can be. (For more on Salesforce security best practices, see Salesforce Trust.)
When survey data stays within your Salesforce environment, it inherits Salesforce’s robust security framework and regulatory certifications: ISO, SOC2/SOC3, GDPR, HIPAA, HiTrust, FedRAMP, and more. You’re not adding complexity to your compliance reporting. You’re leveraging what you’ve already invested in.
The True Cost of Switching Platforms
Switching to a non-native platform costs more than the subscription fee suggests.
As a former GetFeedback Evangelist who spent years helping organizations navigate these decisions, trust me on this. I talked to companies fearing migration costs back in the day. Those fears were justified then, and they’re justified now. You’re looking at implementation fees, additional IT resources, lost productivity while your team adapts, and ongoing effort to maintain yet another integration.
I’ve spoken with organizations that made this kind of switch. Many were surprised by how much effort it took to reach the same level of integration they had before. Some never fully got there. That’s money left on the table, and time taken away from actually serving your customers.
This matters especially when you’re a nonprofit focused on serving constituents with limited funds, a startup scaling quickly without resources to waste, or a budget-conscious enterprise leader who needs to justify every dollar spent on customer experience.
Do You Really Need Enterprise Features?
SurveyMonkey Enterprise and Qualtrics are powerful platforms. But sometimes you don’t need that much power.
If you’re running straightforward NPS, CSAT, or customer feedback programs, do you really need to pay for enterprise research features you’ll never use? Both GetFeedback and Delighted succeeded because they focused on doing feedback well without feature bloat. That simplicity had real value, and it’s worth asking whether the recommended migration path actually fits your needs.
Mark These Dates
Here are the critical dates:
For Delighted Users:
- July 1, 2025: Annual subscription renewals no longer available.
- May 31, 2026: Monthly subscriptions will not be renewed.
- June 30, 2026: Platform shutdown, all customer data deleted.
For GetFeedback Users:
- December 31, 2026: GetFeedback Direct sunset
If you’re on Delighted, your timeline is tight. You have less than six months to evaluate alternatives, select a platform, migrate your data, rebuild your surveys, and train your team. That’s not much time if you want your feedback programs to keep running smoothly.
GetFeedback users have more runway, but don’t let that breed complacency. Complex migrations go better with thoughtful preparation. You don’t want to be making this decision in a rush, come late 2026.
What To Look For in a New Platform
After two decades in this ecosystem, here’s what I believe matters most when evaluating your next customer feedback platform:
- Native Salesforce Architecture: Your feedback data should live with your customer data, inside your Salesforce org. This isn’t about convenience – it’s about security, compliance, zero sync delays, no integrations to maintain, and the ability to act instantly on what you learn.
- Data Residency: With expanding data privacy regulations, keeping all your data inside Salesforce makes GDPR, CCPA, and industry-specific compliance dramatically simpler. No third-party data pipelines means fewer audit headaches.
- Right-Sized Capabilities: Choose a platform that fits your actual needs. If you need NPS, CSAT, and customer feedback automation, you shouldn’t have to pay for enterprise research features you won’t use.
- Migration Support: Look for vendors who understand that you’re not just buying software, you’re moving from a platform you’ve invested in. Good partners help you preserve historical data, rebuild your workflows, and get your team productive quickly.
- Proven Track Record: Check those AppExchange reviews. Talk to customers who’ve made similar migrations. Any platform can promise the world, but customer testimonials reveal whether they actually deliver.
The Opportunity Inside the Disruption
Here’s what I want you to take away: while these sunsets are disruptive, they also create opportunity.
When was the last time you really evaluated your customer feedback strategy? Most organizations implement a survey platform and run the same programs year after year without questioning whether they could do better. This required change is your chance to modernize, to add multi-language support for global customers, personalize surveys with Salesforce data, trigger surveys based on real-time actions, see results in native dashboards, and automate follow-up workflows.
Research shows that companies with strong customer experience programs often grow revenue faster than competitors. If you have to make a change anyway, why not use it to transform your entire CX approach?
Final Thoughts
The CX platform landscape is shifting. The tools many of us relied on are ending, and the migration paths their parent companies suggest may not serve organizations focused on Salesforce, security, and smart spending.
In upcoming posts, I’ll explore specific comparisons: GetFeedback vs. the native alternatives available today, and Delighted vs. what’s possible when your feedback platform is built entirely on Salesforce. I’ll share migration strategies, lessons from organizations that have already made the transition, and practical guidance for evaluating your options.
For now, mark those dates on your calendar. Start conversations with your stakeholders. And remember, you don’t have to follow the default migration path if it doesn’t serve your organization.
You have options. Let’s make sure you choose the right one.
