The Email Platform: Sending CX surveys via Email

In this article:

FAQs

Suggested next articles: Email Platform Customization and Autopilot Sends

Powerful Email Surveys made simple

The CX Email platform is the most common way to collect feedback. Send email surveys directly from Delighted or integrate with your favorite CRM for a seamless workflow.

Delighted automatically embeds the first question in your email — ensuring optimal accessibility and readability across desktop and mobile.

Back to top

Setting up your Email platform

To set up the Email platform: 

1

Select “Create a new project” → from the Projects menu

2

Choose a primary "Metric question" → (ex. NPS, CSAT, 5-Star, CES, PMF, eNPS, Thumbs, or Smileys, etc.)

3
Click "Set up" → from the bottom of the Email tile
4
Required: Enter a "Brand/Product name" → (ex CSAT)
5
Optional: Customize your Email survey by adjusting your:
1. Branding; 2. Metric question; 3. Email settings; 4. Intro message and translation; 5. Comment question; 6. Additional questions; 7. Thank you page; 8. Change your CX metric; 9. Desktop/Mobile

Learn all the details in Email Platform Customization
6
When you're ready to start sending your survey, click "Skip to import" → (or select "Next: Import people" from the Thank you page)

3 important options to consider . . . at this moment!

A Click “Additional questions" Add up to 10 Additional questions following your primary Metric and Comment questions
B Pick “Thank you page" Customize your Thank you page and unlock the power of post-survey engagement and links
C Select “Skip to import" To start immediately, jump into the next section, Sending from the Email platform

Back to top

Sending from the Email platform

There are two sending options:

1 One-time Send surveys immediately (or schedule in the future) — with the One-time survey feature
2 Autopilot Send repeat and recurring surveys on a regular cadence —scheduled with the Autopilot feature

Type, paste, or upload your email list into either option above. 

Watch how easily 11 people are added to Autopilot from a .csv spreadsheet file. 

How do I edit & reschedule my Autopilot sends?

You can use both One-time and Autopilot sends in combination. For example, launch a One-time send to capture a benchmark, then schedule Autopilot evergreen sends every 3, 6, or 9 months to track progress over time.

To adjust the frequency of your Autopilot sends:

1
Click "Edit and Send"
2
Select "Adjust Autopilot settings" from the "Gear" menu
3
Reset the frequency of your Autopilot sends!

Note: You can also "Turn off Autopilot" or "Export" your autopilot list from this page

Learn much more in this Autopilot Sends article.

Back to top

Uploading email addresses with a CSV or Excel file

Type, paste, or upload your addresses into the Email entry box. 

If you are uploading with a CSV or Excel file, enter "Email" in the column header containing your email addresses. (Don't worry if you leave someone out — you can add them to your file and simply upload the entire list again.)

Here’s an example of that required formatting:

Email Name
sean@delighted.com Sean
jack@delighted.com Jack
ellie@delighted.com Ellie

If there is no column label entitled "Email," Delighted will return this error message:

Delighted removes duplicate email addresses

As a CSV or Excel file is uploaded to Delighted, we'll automatically remove any rows with duplicate emails, only processing the first instance of each email per file.

However, to ensure your contacts are up to date, scan for duplicates before importing.

Back to top

Adding Additional questions

Insert up to 10 Additional questions following your initial metric score survey question and comment prompt. 

Note: Read our Additional questions article to learn all the ins-and-outs.

To add an Additional question:

1
Click "Edit and send" 
2
Click on the "Gear" icon 
3
Click “Edit survey”
4
Click the "Additional questions" tab
5
Select a question type and customize your question → and click “Save”

Note: Edit questions from the same section → and pick “Update question” at the end of each revision

6
Repeat steps 2-5 for any other questions you’d like to add or edit
7
Click "Turn on" → and go live with your Additional Questions

Back to top

Editing Thank you pages

Thank you pages can convert promoters to cheerleaders, give help to detractors, or offer special promotions to your respondents.

Note: Read our Thank You Pages article to learn more.

To edit your Thank you page:

1
Click "Edit and send" 
2
Click on the "Gear" icon 
3
Click “Edit survey”
4
Click the "Thank you page" tab
5

Optional: Send the "Same message to everyone" → or send "Different messages" base on the Metric score selection

6

Optional: Edit your "Message"

7

Optional: Add a "Link URL" and "Link text"

8
Save your changes

Back to top

Testing and previewing your Email platform surveys

Sending yourself a test email is a great way to experience Email platform surveys like your customers will — without using any of your survey volume or affecting your CX metric.

To send a test email:

1
Click on "Edit and send"
2
Click on the "Gear" icon
3
Choose “Edit survey”

4
Under "Email settings" → enter your email address → and click “Send”

Note: Testing takes you through the entire survey flow — but your responses will not be saved to the Dashboard!

Back to top

How do I edit text and alter my survey's appearance after the initial setup?

Go back and edit your survey at any time by:

1
Clicking "Edit and send"
2
Opening the "Gear" menu
3
Choosing "Edit survey"
4
Make any of theses changes → while remembering to Save!
1. Branding; 2. Metric question; 3. Email settings; 4. Intro message and translation; 5. Comment question; 6. Additional questions; 7. Thank you page; 8. Change your CX metric; 9. Desktop/Mobile

Learn all the details in Email Platform Customization

Can I change out my CX metric question?

You can't change your CX metric question once the project has been set up with one or more of its distribution platforms. Instead, you'll want to delete the project and start again.

See Can I change my CX metric question? for more information.

Back to top

How do I send Email Reminders?

Reminders can be sent one week after the initial send to anyone who hasn’t opened the original survey email. Reminders provide a proven way to increase response rates by reengaging with those who may have overlooked the survey. 

To enable Reminders:

1
Click "Edit and send"
2
Click on the "Gear" icon 
3
Choose “Configure Reminders”
4
Click “Turn on” → (click "Turn off" to stop sending reminders)

Back to top

How do I add the Email platform to an existing CX project?

To add the Email platform:

1
Pick "Edit and send" 
2
Choose "Set up" → on the Email platform tile

Back to top

Do Delighted surveys avoid spam filters?

Yes.

Delighted surveys have exceptional deliverability rates. Our team continually runs our surveys through testing to ensure the highest rate of spam avoidance, optimal rendering (based on device and Email platform), and more.

If you have any questions about your account and deliverability, feel free to click the purple Beacon Help icon in the bottom-left corner of your screen and start a conversation with our Concierge team.

Back to top

Can I see people who bounced or unsubscribed after sending emails?

Yes!

Check out more information on managing bounces and unsubscribes in 5. Managing People and Properties.

Back to top

Still need help? Contact Us Contact Us