“Delight is too subjective to measure” is the excuse companies hide behind

Nesrine Changuel · 15 Sept 2026

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Every claim below was made in this piece, quoted word for word and numbered in the order the piece makes them, so you can read it there rather than take our word for it. The sentence above each quote is our reading of the claim, not their wording. Each quote was checked against a stored copy of the page at build time; where the two differ, the quote is the fact.

Our reading
Features that are both useful and emotionally warm are the ones that build loyalty.

Their wordsThe features that build loyalty sit in the top right: useful enough to matter and warm enough to remember. That’s deep delight.
Our reading
Delight is a specific, describable property of an experience, and it can be tracked.

Their wordsBut if delight is really about whether someone feels good while getting real value, it’s not soft at all. It’s a specific, describable property of an experience, and specific things can be tracked.
Our reading
NPS shows that a number moved, not why, and CSAT measures the absence of frustration rather than the presence of joy.

Their wordsBut NPS mostly tells you a number moved, not why. And CSAT measures the absence of frustration more than the presence of joy. Being “satisfied” with something is the emotional equivalent of calling a meal edible. Nobody raves about edible.

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