Quick start to sending

Previous section: Introduction

If you have a few minutes, you can quickly customize and send a survey with Delighted. There are three key things to think about when planning to send to your customers:

  • Branding customizations
  • Who you’ll be surveying
  • When you want to send

Lets review each consideration in more depth:

Customizing your survey

Fine-tuning the look and feel of your survey is an important step before you send. There are a number of ways to customize your survey to reflect your branding, both for Email and SMS platforms. When you’re ready to customize, simple click “Survey people”, click on the gear icon for the survey method you’d like to customize, and then hit “Customize appearance”. Here are a few quick links for customizing for Email and SMS.


Email platform customization

  • Brand/product name: Set the brand name used in the survey question
  • From name: Adjust the name that will appear next to the “From” and “Reply To” addresses in email clients
  • Logo: Upload your logo to be included in the survey
  • Reply to email: Set the email address used in the rare event a customer wants to get in touch with you by replying directly to the survey email
  • Subject line: Customize the default email subject line
  • Send a test email: Send a test survey to an email address you provide. Responses to test emails are not saved or displayed on your dashboard
  • Question customization: Set the phrasing you'd like to use in your survey question (Note: We recommend sticking to the default question for optimal alignment with the survey's methodology - yielding the most accurate score).
  • Survey language: Translate the customer experience into one of over 35 unique languages
  • Intro message: Add a personalized message up to 300 characters directly above the survey question. Currently available for paid accounts only
Interested in sending additional questions with Delighted?

Reach out to our Customer Concierge team for more details on creating up to 10 additional questions in the survey flow! guide.


SMS platform customization

  • Brand/product name: Similar to email surveys, you can set a brand/product name which will be included in the survey message sent via SMS
  • Question customization: Set the phrasing you'd like to use in your survey question (Note: We recommend sticking to the default question for optimal alignment with the survey's methodology - yielding the most accurate score).
  • Survey language: You can also translate your SMS surveys into one of over 35 unique languages
  • Send a test SMS: Send a test SMS to a phone number you provide. Responses to test SMS messages are not saved or displayed on your dashboard

Once you’re happy with your branding and customizations, it’s time to choose a batch of people to survey.


Adding a batch of people

When selecting the first group of customers you’ll be surveying, the best advice is to keep it simple. Down the road, you can always layer in more selection criteria to your process. For now, focus on a few elements, discussed below, that will set you up for success right out of the gate.

  • Recent activity: When your product or service is fresh on the mind of your customers, they’ll be more likely to respond. If you have the ability to grab a CSV/Excel file of recent customers from the last few weeks (including either their emails or phone numbers), that would be a great starting point.
  • Small batch: Start by surveying in smaller batches of 200 people or less. This will give you an opportunity to refine your processes for closing the loop with customers. Also, starting small gives you the opportunity to see, in real time, the response rates for those being surveyed - allowing you to adjust your sending cadence (ex. sending more often, earlier in the day, etc.).
  • Stay local: Focus on a single language. We offer the ability to easily send in multiple languages, but it’s often simplest to start with a single language for your first few surveys.

Sending your first survey

The next step is simple - send out your first survey!

You can visit the “Survey people” page to select your survey method, including Email and SMS (we’ll cover integrating with our API in later sections). After importing your file, you’ll have an opportunity to review a preview of the import, confirm everything looks good, and then send out those surveys – quick and easy.

You’ve now sent out your first survey! With that first send under your belt, you can start exploring more advanced methods of fine-tuning your sending process. Lets start by digging into different ways of sending with Delighted.

Next section: Ways to send

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