Case Study: The Hustle achieves a 21% survey response rate and actionable advertiser insights with Delighted

The Hustle - Customer Case study

The Hustle, a San Francisco-based media company that builds advertising-driven email content for young professionals, needed a scalable way to collect honest advertiser feedback and monitor satisfaction as they onboard new partners. After finding ad-hoc surveys produced poor response rates and scattered insights, they engaged Delighted to run a dedicated customer experience program using Delighted’s 5‑star surveys and concierge support.

Delighted helped The Hustle launch mass sends and then automate the feedback loop via the Delighted open API integrated with Salesforce, triggering surveys 14 days after a campaign ends; the initial send captured 80% of eventual responses within a day and ongoing automated sends produce a 21% response rate. The solution routes low scores into Calendly follow-ups, adds targeted follow-up questions, surfaces upsell opportunities for sales, and feeds satisfaction metrics company‑wide—driving a 4.5/5 benchmark, greater visibility for customer success, and measurable impact on renewals and company KPIs.

The Hustle

Adam Ryan

Vice President of Media