InMoment and Delighted Alternatives for B2B Companies in Australia

If your Net Promoter Score® programme ran on Delighted, it stopped on 30 June 2026.

If it runs on InMoment, the same company now owns your platform: Qualtrics.

A disclosure before the advice: Genroe is CustomerGauge’s exclusive partner for Australia and New Zealand. I am not neutral. So the checklist below names no vendor, and you can hold any platform to it, including the one we implement.

What Has Happened to Delighted and InMoment

Delighted has closed, and Qualtrics now owns InMoment’s parent company. Here are the dates, each with its source.

Delighted Was Shuttered by Qualtrics on 30 June 2026

Delighted was a Qualtrics product. Its sunset FAQ said Qualtrics had stopped investing in Delighted to invest further in its Qualtrics XM suites and its AI work.

The same FAQ told customers to download an archive, or migrate their history to Qualtrics, before 30 June 2026 or the end of their subscription, whichever came first. After the final date, Delighted said it would delete the data.

Delighted pointed its customers to Qualtrics XM for Customer Experience as the replacement. Delighted’s page on the Qualtrics site now says the product is no longer available.

For former Delighted customers, the open question is whether the platform they chose against a deadline is the one they want to keep.

Qualtrics Now Owns InMoment’s Parent Company

Press Ganey Forsta announced on 14 May 2025 that it was acquiring InMoment. Press Ganey, a healthcare experience business, had bought Forsta in 2022.

Qualtrics announced its agreement to buy Press Ganey Forsta on 6 October 2025. It completed the purchase on 18 May 2026, for US$6.75 billion.

Neither Qualtrics announcement mentions InMoment.

No End Date Has Yet Been Announced for InMoment

As at 19 October 2026, I can find no announcement from Qualtrics or InMoment of an end date for the InMoment platform. InMoment’s website carries no end-of-life notice.

But Forrester’s analysts have published a view. In a Forrester blog post on 20 May 2026, four analysts wrote:

[InMoment will] more likely be sunset within the next two years.

That puts it around mid-2028. They recommended InMoment clients start a requirements list for a tender “sooner rather than later”.

That is Forrester’s forecast, not a decision announced by Qualtrics.

When InMoment and Delighted Customers Should Decide

Former Delighted customers have already had to leave the platform. InMoment customers have no announced deadline, so their decision point is the next contract renewal.

Former Delighted Customers: Review the Platform You Moved To

A platform picked to beat a shutdown date was often picked for speed, not fit.

Check it against the criteria below before its first renewal.

InMoment Customers: Write Your Requirements Before the Renewal

With no announced end date, there’s no urgency, yet. There is also no reason to wait for an announcement.

Document your programme’s needs now. Then the renewal conversation can happen on your terms, whatever Qualtrics decides about InMoment.

What to Look for in a Replacement B2B Feedback Platform

Look for four things in a replacement platform: local experts, reporting your operational staff can use, best practice as the default settings, and CRM integration measured in hours.

Local NPS Platform Experts in Your Time Zone

When you need help with your B2B feedback programme, you need a person, not a ticket queue. Ask the vendor who answers when something breaks on a Tuesday morning your time, and whether you get the same person next time.

Ask whether that person can coach you on Net Promoter Score and customer experience practice, not just the software.

In my experience, the software is the smaller part of a programme that works.

NPS Reporting Your Operational Staff Can Use

Ask who builds a new report. If the answer is a market research specialist, a data analyst or a paid consultant, the platform is built for research rather than for running the business.

Your account managers and operations leads should be able to open the dashboard, find the accounts that need attention and act that week. The platform should give them an integrated view of every survey, response and contact without anyone building it first.

Best Practice as the Default Survey Settings

A platform that starts from a blank page suits a researcher. An operations team needs best practice already set as the defaults, so it can collect and report data in the first weeks and adjust the settings as it learns.

Ask how much configuration happens before the first survey goes out.

CRM Integration in Hours, Not Weeks

In B2B, feedback belongs in the CRM, next to the account. Surveys should fire from real events, such as a project milestone or a delivery.

Ask whether the CRM integration is self service, bi-directional and real time, and whether it covers custom objects as well as standard ones. Then ask how long it takes. The answer should be in hours, not weeks.

Weight B2B Feedback by Account, Not by Response

A B2B replacement platform should roll every response up to the account and weight it by what the account is worth.

A low score from the finance director of a top-five account matters more than a high score from a junior user at your smallest customer. A platform that gives both the same weight hides that difference.

Ask to see one customer with several respondents in the demo. Check whether the platform shows you the account or a list of responses. More on weighting NPS by account value.

Use the Migration to Move to Always-On Feedback

In my view, a platform change is the best time to replace a periodic survey with always-on feedback.

A periodic relationship survey tells you how accounts felt last quarter. Always-on feedback rolls the relationship survey through the year, a slice of the customer base each month. It adds a transactional survey when something happens, such as an order, a delivery or a closed support ticket.

Some migrations copy the old survey into the new platform question for question. That carries the old programme’s limitations across with it.

If you are rebuilding the surveys anyway, rebuild the programme around them. The trade-offs are in transactional versus relationship customer feedback.

Where CustomerGauge and Qualtrics Fit

CustomerGauge suits B2B operations teams acting on accounts. Qualtrics suits research teams that need breadth across customer, brand, product and employee research.

CustomerGauge is the B2B Net Promoter Score platform we implement in Australia and New Zealand. A CustomerGauge programme goes live in two to three weeks from a standing start. CustomerGauge in Australia and New Zealand covers what the local partnership includes.

Delighted’s sunset FAQ pointed its customers to Qualtrics. For some organisations Qualtrics is the right answer, and I say so when it is. CustomerGauge vs Qualtrics for B2B sets out when each is the better buy.

Next Steps

If your programme runs on InMoment, or you moved off Delighted against a deadline, I’m happy to talk through the options. Staying where you are is sometimes the right answer, and I will say so.