Case Study: Glassdoor achieves broader, actionable user feedback and improved user satisfaction with Delighted NPS

Glassdoor - Customer Case study

Glassdoor, a leading jobs and recruiting website, needed a more structured, representative way to gather ongoing user feedback beyond bug reports and support tickets to improve its web experience. To do this they adopted Delighted’s NPS web surveys to sample a broader audience and capture quantifiable satisfaction data across their product.

Delighted’s solution allowed Glassdoor to send localized NPS surveys across multiple domains, survey hundreds of thousands of users monthly (about a 2% response rate), and segment feedback (e.g., logged-in vs. logged-out) via powerful dashboards and a Slack integration. The Delighted-driven insights helped prioritize and validate UX changes—like clearer logged-out messaging, expanded job filters, and targeted email alerts—improved logged-out user satisfaction, and provided NPS scores used in quarterly reports and executive reviews to measure impact and hold product managers accountable.

Glassdoor

Zoe Soto

Product Manager