Additional Questions

In this article:

• Introducing Additional questions.
• Adding your Additional questions.
• Turning your Additional questions on and off.
• 5 customizations for your Additional questions.
• Viewing responses to Additional questions.
• Adding and reading the “Other” text box answer choices.
• Testing and previewing a CX project with Additional questions.

FAQs

• What are some example use cases for Additional questions?
• Which integrations support Additional questions?
• What happens if a respondent doesn't answer every question?
• Can I make Additional questions required?
• Will the Name and Email questions replace contact information I currently have?
• Does the Email question type include email validation?
• What does the Additional questions experience look like on the Web platform?
• How can edit or even "Skip" the Comment question?

Suggested next article: The Additional Questions Report

Introducing Additional questions

Add up to 10 questions following your initial score and comment questions. (In this image, two questions have been added to a Link platform in an NPS project.)

Additional question types include:

• Free response
• Scale
• Select one option (multiple choice)
• Select many options (multiple select)
• Name (for capturing or updating a respondent’s name)
• Email (for capturing or updating a respondent’s email address)

You can also use conditional logic to display your Additional questions to:

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Adding your Additional questions 

There are 3 steps:

1. Set up your platform(s) first

First, complete your initial platform setup(s).  

Additional questions are added independently to each of your selected distribution platform(s) — ex. Email, Web, Link, SDK, Kiosk. 

"Why?" you ask

You'll likely have slightly different questions for your Email participants versus your Website, Link, smartphone, and Kiosk respondents.

When you see the “Gear” icon on a distribution's tile on the Platforms page, you're ready to add Additional questions. (In this image, setup HAS been completed for the "Email" and "Link" platforms.)

2. Add your Additional questions

Second, enter your Additional questions:

1

Click “Edit and Send” → found at the top of the Dashboard

2

Click on the "Gear" icon → to the right of the desired platform

3

Click “Configure additional questions”

4

Click "Add question" → and enter your question 

5

Select a "Question type" → and enter your answer choices

6

Click “Add question” → and repeat steps 4-6 for any other questions you’d like to add

7

Choose “Turn on” → to activate and display your Additional questions to your respondents

3. Update or add to your Additional questions!

Third, if you update your questions — say to fix a spelling error or to add or delete questions — follow these steps: 

1

Choose “Update question” → to save any changes you have made

2

Finally, click "Save" again! 

If you don't Save after editing, Delighted will continue displaying the previous version of your survey —  without showing your newly added questions! You can also Discard your updates if you need to

Turning your Additional questions on and off

Click "Turn off additional questions" if you need to stop displaying your Additional questions — temporarily or permanently.

Click "Turn on" when you are ready to resume displaying your Additional questions. 

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5 Customizations for your Additional questions

Customize your additional questions in five ways:

1. Randomizing question order

To randomize the order in which your additional questions will appear, check the “Randomize question order” box from the Additional Questions page.

Mitigating survey fatigue

Longer surveys run a risk of dropping respondents midway through. Randomizing the order of your questions can mitigate the issue by driving a proportionate number of responses to each question.

2. Randomizing answer choice order

Check the “Randomize option order” box on the edit question page to randomize your answer choices on both "Select one option" and "Select many options" questions.

If you’re also using an “Other” text entry option, “Other” is always placed at the bottom of the list. (See #3 next.)

3. Adding and reading the “Other” text box answer choices

By selecting “Other," you respondents will be able to enter their own unique answers in a text box. 

Check the “Include an option for ‘Other’” box on the edit question page to add the “Other” text box answer choice to the bottom of the list. 

Note: If you choose to "Randomize" the order of your options, your list will be scrambled for each participant, but the "Other" option will always be positioned conveniently at the bottom.  

And don't forget to "Save" so your changes will go live.

Where can I read the "Other" text responses?

There are two places to read responses entered into the "Other" answer choice option:

Open a Permalink page	Read individual responses by clicking either the Timestamp or the Additional questions buttons on any response card
Export from the Dashboard	Read all of your "Other" text box responses (from every respondent) in an Exported CSV file from the Dashboard.  Jump to Exporting two kinds of Additional questions reports in section 7 for details

4. Reversing the scale

In most cases, the highest number in a scale question will appear on the right, with the lowest number on the left (1 to 5). You may want to reverse this order (5 to 1). Not a problem! Simply designate the “Left score” and “Right score” (and associated labels) when setting up your Scale question.

5. Logic: Filtering questions with conditional display logic

Logic is always based on the respondent's answer to the first, core metric question; for example, only "0-6 Detractors" for an NPS question.

Creating logic based on properties or other Additional questions is currently unavailable in CX.

Albeit, Delighted Surveys does allow logic to be built around any question in the survey flow. If this is a priority, check out Surveys!

Two ways to apply logic

There are two ways to use logic to assign which Additional questions are shown to everyone and which will only be seen by a segmented group. 

1. "Filter" all of your questions at once

To "Filter" all of your questions to a specific scale group:

1

Open the "Configure additional questions" page → and click "Filter questions" 

2

Select a score group → like "Detractors" which is (0-6) for NPS

3

Click "Clear filter" to reset the default → ex. show every question to all respondents

2. "Change" one question at a time

Not all questions should be shown to every respondent. 

To assign which score groups see a specific question: 

1

Click “Change” next to “Who should see this question?”

2

Check the box next to the score group(s) that should see the question

3

Leave the box unchecked next to score group(s) that will skip the question

4

Click "Update question" → and don't forget to Save when you are ready to go live!

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Viewing responses to Additional Questions

The "Additional Questions" icon appears on the top right-hand side of any Dashboard response card. The icon displays the number of additional questions that a respondent has answered.

To view the responses, click on the "Additional Questions" icon to expand the feedback. The responses will be nested under a section called "Additional answers" on the Permalink page. Additionally, when you export data from your Dashboard, the answers to your additional questions will be included — allowing you to see and share these answers in a CSV format.

Head to the "Reports" tab and choose “Additional Questions" to view a report summarizing the responses. (Note: To learn more about the visualizations in this report, check out section 7. Reporting and Analysis in this Help Center.)

How do I filter my Dashboard based on Additional Questions?

To filter your Additional Questions, click the option to "Add a new filter" on the left-hand side of the dashboard. You can filter on any scale selection, multiple choice, or single choice question. (You can’t filter by open text responses.)

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Testing and previewing a CX project with Additional Questions

Since Additional Questions are added separately to each distribution platform, you'll need to test your extended questionnaire in each platform's testing environment individually.

To learn how it's done, click and explore each of the distribution platform(s) that you have deployed from this list:

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What are some example use cases for Additional Questions?

Add a question with predefined answers

Comment rates looking a bit low? Consider including a question with a handful of predefined answers that are easy to answer quickly. 

Add in another Free response question

If you need to ask more pointed questions (ex. "What's one new feature you'd like to see us offer?" or "Where can we focus our attention to improve your experience?") layer in Free response text questions!

Create your own scale

Use the "Additional questions" feature to create your own scale questions! For example, it is easy to replicate a 5-point Likert scale as shown in the below image.

Capture contact information in anonymous surveys

If you're using the Link platform, you can still gather personal contact information to understand who submitted each response. Add the predesigned "Name" and "Email" Additional question types to your survey flow and capture contact information voluntarily!

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Which integrations support Additional questions?

All integrations that trigger surveys can support Additional questions as part of the normal survey flow. The following integrations also support syncing data back to an external platform:

• Front
  
• Gladly
  
• Groove
  
• Help Scout
  
• Segment
  
• Slack
• Zendesk
  

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What happens if a respondent doesn't answer every question?

Delighted utilizes a feature called "Active Capture" to ensure that every question — as it is answered — will be collected, recorded, and displayed on your Dashboard. If a question is skipped or left unanswered, the rest of the response is still captured!

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Can I make Additional questions required?

No.

Requiring questions has been proven to lead to lower response rates ("I don't want to answer this question, so I won't submit the survey") or inaccurate data ("I don't know the answer to this question, so I'll just guess or put 'N/A'.") Because of this, we've opted to leave all questions as optional.

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Will the Name and Email questions replace contact information I currently have?

Yes!

Say you import a list of people to be surveyed using the Email platform containing the recipient's name and email address. If a respondent then fills out the survey and enters a different name and/or email address, the updated Name and Email information will replace the previous records. 

The updates will also be reflected on the Dashboard, as well as in the People tab.

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Does the Email question type include email validation?

Yes!

The email question type looks for a valid email address format, including an '@' symbol, and a valid domain. If an invalid email is submitted, respondents will see an error message and be unable to proceed to the next question.

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What does the Additional questions experience look like on the Web platform?

A Web platform survey will pop up along the bottom of the page.

After a respondent submits their initial score and comment, any Additional questions will move to the middle of the web page to help focus your respondents and increase response rates. 

The web page itself will be blurred behind the survey.

Respondents can close a Web survey by clicking the 'x' button in the top right-hand corner or by clicking anywhere outside of the survey modal. 

Once the final Additional question is submitted, the Web survey will pop back down to the bottom of the page to display the "Thank you" message.

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How can edit or even "Skip" the Comment question?

Although it may look like an Additional question, the second open Comment question following the initial score selection (ex. "Tell us a bit more about why you chose [score]") is a default response page. 

To edit skip the default "Comment" question:

1

Select "Edit and send" 

2

Click the "Gear" icon → seen next to the platform you want to edit

3

Choose "Customize appearance" 

4

Expand the "Comment page" header → and make your edits (ex. "Would you be willing to give us a review?")

5

Optional: Link to your site or a social site for reviews

Skip or based on score?

You can also create a "Different messages based on the score" selected in the metric question — or you can opt to "Skip the thank you page" altogether by clicking "Skip comment prompt."

Read more about customizing each platform in section 4. CX Survey Customization in this Help Center.

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