Question product name

Previous section: How are special properties passed to Delighted?

Passing the Question Product Name special property will update the Brand/Product Name field of your survey question (ex. “How likely are you to recommend Brand/Product Name to a friend?”).


What it looks like as a property

CSV:

Column header titled Question Product Name

API:

properties[question_product_name]=Value

Web:

{ questionProductName: “Value” }

Link:

...?questionProductName=Value

What survey area the property updates

Question Product Name will update the Brand/Product Name portion of your survey. For example, for NPS, that would be: 


Example use case #1

Asking for feedback about specific products/locations/etc.

For transactional surveys (i.e. based on a specific transaction/event), you’ll often find stronger engagement, more detailed comments, and clearer overall insight by referencing a specific product, store location, or otherwise.

Retail stores will often layer in Question Product Name in their uploads to help refresh the memory of those being surveyed, referencing the store name in the survey question itself. For example, instead of a more general CSAT question:

How satisfied were you with Hem & Stitch?

The company might trigger an API request with the parameter:

properties[question_product_name]=Hem & Stitch’s San Diego location

The above special property would dynamically change the survey phrasing to:

How satisfied were you with Hem & Stitch’s San Diego location?

With a more specific location in question, the respondent will be more likely to remember specifics of their experience, and relay those details in their response. The same method can be applied to product names, support agents/support experiences, and much more.


Example use case #2

Asking about different moments in the customer lifecycle

Reaching the customer at different points in their lifecycle can help surface key moments where folks are either super happy, or hitting a roadblock. With that fresh insight, your team can drill down more specifically on what issues and changes are most critical for improving the customer experience.

Lets consider a SaaS company that wanted to gauge the feedback associated with an onboarding experience. Instead of asking:

How likely are you to recommend our company to a friend?

The company might trigger an API request with the parameter:

properties[question_product_name]=our company’s onboarding experience

The above special property would dynamically change the survey phrasing to:

How likely are you to recommend our company’s onboarding experience to a friend?

The key benefit with this focus is that customers will be providing extremely specific feedback, reflecting on the particular moment in question. As you layer in more and more of these customer touch points, you’ll benefit from both a holistic view of your customer feedback, as well as be able to focus in on exact moments in the lifecycle.

Next section: Delighted intro message

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