Creating and Previewing CX Projects

In this article:

Suggested next article: Selecting the Right CX Metric

Introducing Delighted CX & Metrics

Delighted CX projects are workspaces where you can create, modify, launch, and analyze every aspect of a survey campaign. Each project is built around a survey methodology that collects, segments, and organizes your feedback. 

Survey results are compiled in your Dashboard in real time. The Dashboard links to your CX Reports, Trends, Filters and other Metrics. Review the specifics in our Dashboards and Filtering article.

Create separate CX projects for each new survey

Every project is independent and houses a unique survey — with its own settings, distributions, integrations, reports, people, and Dashboard!

To create a new project:

1
Click the "Projects" dropdown menu
2
Click "Create a new project" 

3
Select "Choose and customize" below any of the survey methods in the list → ex. NPS, CSAT, CES, 5-star, etc.

4
Follow along as Delighted CX guides you through the remaining steps → as explained next!

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Creating Delighted CX Projects — quick start & video

Create and launch a new Delighted CX project in 5 easy steps:

1 Create a new project Select “Create a new project” from the dropdown menu
2 Survey: (Metric type) Choose a metric or question type → like NPS, CSAT, 5-Star, CES, PMF, eNPS, Thumbs, or Smileys
3 Platform:  (Distribution type) Pick a distribution platform → such as Email, Web, Kiosk, Link, SDK. Use any—or all—of these platforms in the same CX survey project. Enter up to ten Additional survey questions independently to each platform
4 Customization Add your branding and customizations (color scheme, logo, text). See 4. CX Survey Customization
5 Finish Finish up by sending the survey to your people (aka "participants," "respondents," "subjects," or “research panel”). See 5. Managing People & Properties

View how the 5 steps fit together in this abbreviated version of our Getting Started video, appropriately called Creating Survey Projects. 

Key change to the video: The "Survey people" button is now "Edit and Send!"

If you would like a more detailed training approach, visit our Core Training & Certification program.

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Previewing and testing your CX survey projects

You’ll naturally want to preview and test your surveys before sending them out. Testing must be conducted independently, inside each distribution platform that you have selected. To review the video: 

"Pick a distribution platform ( Email, Web, Kiosk, Link, SDK). Use any—or all—of these platforms in the same survey project. Enter up to ten Additional survey questions independently to each platform." 

To see how to test and preview an entire survey — including your core question plus any Additional questions you have included — click your selected distribution platform(s) from this list:

Preview the look of your core metric question in the Customization section

You can visualize how your core metric question will appear — on desktops and mobile devices — as you customize the look and feel of your survey. 

However, previewing a complete survey — particularly if you've added any Additional questions to your questionnaire — requires testing at the platform level, as explained by clicking the above links.

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Adding Additional questions to your survey projects

Delighted CX allows up to 10 Additional questions to be added to each platform's survey. Learn all the details by reading the Additional questions page in this Help Center.

View our Additional questions video

Additionally, view how easy it is to add Additional questions to your projects by viewing this excerpt from our Core training video series for Delighted CX.

Key change to the video: The "Survey people" button is now "Edit and Send!"

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Renaming CX projects

To rename your projects in the Edit Project window:

1
Open the "Projects" dropdown menu → seen at the top of your Dashboard
2
Click the settings “Gear” → appearing next to a project's name
3
Click inside the “Project name” box → in the Edit project window
4
Enter the new name → ex. "My NPS project"
5
Click “Save changes”
Respondents will not see the name

Your respondents never see the project's name. The name you invent is for internal use and will appear in the dropdown menu. A clearly identifiable name is extremely handy if you have a team working on a survey or if you have multiple CX projects in your account. 

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Deleting Projects

To delete or remove projects from your account:

1
Open the "Projects" dropdown menu
2
Choose the “Gear” icon → to the right of the Project's name
3
Choose “Delete this project” → at the bottom of the Edit Project window
4
Verify your decision by clicking “Delete this project”
One chance to undo!

Delighted CX will give you a chance to “Undo” the action if you change your mind. But if you click “X” and close the notification bar, the deletion is permanent and cannot be undone.

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When to modify, reuse, or delete an existing CX project

As this decision matrix suggests, you may not need to create a new project if you can modify or reuse an existing one. 

Modify if . . . Delete if . . .
You are asking the same basic question, just to a new group or demographic You need to change the CX metric question type — or use a new CX project altogether
You are running a relational NPS, CSAT, or similar survey and it's time to send again You want to survey a new touchpoint in the customer journey — and you wish to separate any new data from previous feedback

Edits and modifications can include, but are not limited to:

  • Renaming a CX project
  • Adding or editing distribution platforms
  • Adding or editing Additional questions
  • Altering a project's customizations, including its question text

Importantly, one thing you can’t do is substitute a survey's initial question type or methodology (say from NPS to CSAT). Doing so would throw your metrics into a tizzy. Essentially, your validity and reliability would be compromised. Ergo, if you need to change the question type, delete the project and create a new survey from scratch. 

Only Admins can create and delete CX projects

Only Admins have permission to add or remove projects from an organization’s account. For security reasons, assigning user roles to team members (like Admin, Standard or Limited) is a good idea. User roles set the guardrails around who can change critical settings and attributes. Learn everything Admins can do in our video-based Admin training and certification program for Delighted CX.

If you are creating a Free account, you are automatically an Admin, so create away!

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Exporting and saving data before deleting

When it's necessary to delete a CX project, first Export your data and store it in a safe place. (Once deleted, a project's data can't be recovered!)

When exporting, select from these three options:

1 Survey responses Download all, or a portion of your responses as segmented by data range
2 Survey responses Isolate just your sent survey data by date range and/or by whatever platforms you are using. (In our example, both the Link and Email platforms have collected responses
3 Scheduled surveys Download just a list of surveys yet to be sent within a date range

To export all or part of your data:

1
Select “Export data” → located in the bottom-left corner of your Dashboard
2
Pick either “Survey responses,” "Sent surveys,” or “Scheduled surveys” as explained above
3
Optional: Select a date range → ex. Last week
4
Click “Export to CSV” to download the data you selected to your computer

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