The Web Platform

The Delighted Web platform offers a quick and easy way to gather feedback from people visiting your website. Place the Web survey JavaScript snippet on any of your website pages, with conditions that target first-time visitors, subscribers, or any customer segment of interest.

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How the Web platform works

The Delighted Web platform provides you with a snippet of Javascript that can be added directly to one or multiple pages on your website. When your site visitors land on a page where your snippet has been added and the survey is triggered, they’ll see your survey at the bottom of the page.

Web surveys follow the same steps as the other Delighted survey platforms:

  1. Score question
  2. Open-ended Comment question
  3. Thank you page

After displaying the Thank you page, the survey will disappear automatically, allowing your visitors to seamlessly continue browsing.

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Adaptive Sampling

Delighted automatically manages your survey’s sampling to ensure you receive a steady flow of feedback throughout your billing period. Sampling is based on a number of key factors, including your plan level and your site’s traffic. This means that not every site visitor will be presented with a survey—instead, we help balance out your site traffic with your allotted Delighted volume!

If you have any questions about your Web survey sampling rate, please reach out to our Customer Concierge team!

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Setting up the Web platform

  1. Head to the Web platform page:
    • Click on “Survey people” and then choose “Set up” under the Web platform
  2. Adjust the visual customization:
    • The visual customization settings are detailed in section 4. Survey Customization
  3. Configure your web survey
    • General visitors: Surveying “general visitors” will default to a single, non-recurring survey displayed after a 2 minute initial delay. You can choose to survey all visitors, or just returning ones. A cookie confirms whether someone has visited previously.
    • Customers who subscribe: Surveying “subscribers” will default to a single survey with the option to recur surveys at regular intervals. You’ll have the option to choose this recurring period, as well as the initial delay before showing the first survey. To ensure the survey is shown only to subscribers, put this survey on a page behind a paywall or add logic before the snippet to specify who is an is not subscribed.
    • Ecommerce customers: Surveying “ecommerce customers” will default to a single, non-recurring survey displayed after a 2 minute initial delay. Target these customers by placing your survey snippet on a post-transaction page, such as the receipt or purchase confirmation page.
    • Custom triggering: Don’t see a good fit with the above options? Select “General visitors,” then create your own script and conditions to trigger your survey by calling the Delighted function delighted.survey() when you want to display the survey.
  4. Review the code snippet
    • The code snippet we generate includes example properties added to delighted.survey(). These should be replaced with values unique to your website and visitors. You can read more about properties in section 5. Managing People and Properties. If you don’t have access to this type of information, no worries — just make sure to remove these placeholders from the snippet before go-live.
    • Consider using our optional parameters to further adjust when and how often the survey will display. Full details about each of these parameters can be found in our technical documentation.
  5. Install your web survey on your site
    • Delighted will provide you with a JavaScript snippet. Add this snippet anywhere in the or section of your website. Visitors are only eligible if delighted.survey() runs on a page that they visit during their session.
    • Some customers add logic to their site which will run delighted.survey() only if specific business conditions are met—consider this as an option if our default display options aren’t the right fit.
    • For your own reference, make sure to document the pages on which the snippet is running. If you’ve added custom logic to your site, document these conditions as well! This makes it much easier to adjust the web survey in the future.
  6. Turn on the snippet
    • From the Web platform settings page, make sure to click “Turn on” to enable the web snippet! If you ever need to pause surveying, you can turn off the snippet from the same spot, rather than having to remove the code from your website.
Editing your Web survey

Already set up your Web survey, but interested in taking a look at or editing the customization? Not a problem! Simply click on the gear icon to the right of the Web platform and choose "Customize appearance."

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Testing the Web platform

You can test Web surveys before or after turning the platform on within your Delighted account. To test the Web platform:

  1. Make sure the snippet is added to your website
  2. Head to the page where the snippet has been added and append ?delighted=test to the end of the URL.
  3. Reload the page.
  4. See the survey appear at the bottom of the page

We recommend testing the web survey with your developer console open. We will display console messages that share more information about the survey display rules.

Keep in mind that using ‘?delighted=test’ will override the Delighted eligibility checks to force the survey to display, but it will not override any logic you have included before delighted.survey() is called. If you’re not seeing the web survey display, double check that you don’t have logic precluding the survey even being triggered!

Testing within Delighted

The Web customization page offers a preview of the Web survey. You can click through this preview to experience the survey flow before placing the snippet on your website.

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Web documentation and advanced resources

Looking for more control? Our Web platform documentation covers various specifications to fine tune your parameters and the display of your survey.

Key parameters covered:

  • createdAt: This parameter captures when the recipient was “created.” We’ll reference this for any delay in survey display (see initialDelay below). You can either pass us this value, or we’ll set it as the first time we see the person on a page that has the snippet.
  • initialDelay: This parameter is the number of seconds we’ll wait before showing a visitor their first survey. Some companies will set this to a few seconds to account for time spent browsing the site, while others will pass a much longer delay, only showing the survey one week after a visitor registers on their site.
  • recurringPeriod: This parameter allows you to survey subscribers on a recurring basis (ex. every 3 months), providing a way to layer in additional touch points. Note, throttling still applies to Web surveys, so you’ll want to ensure this recurring period is longer than your project’s throttle period.
  • Properties: As with our other platforms, the Web snippet allows you to pass through information about the people you’re surveying. While we’ll automatically collect certain details on respondents via Web (like URL, country, etc.), you can pass through additional details with property parameters. Learn more about segmenting with properties in section 5. Managing People and Properties.

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FAQs: The Web platform

In this section

Can I test the survey before it's live?

Yes!

Read more about how to test your Web platform in Testing the Web platform.

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How can I pass information about the people being surveyed?

Properties will let you pass details about the People you’re surveying. Properties also allow you to segment your feedback, identify key subsets and extract details that impact customer sentiment.

In your JavaScript, include the property name and a value as { key: value }. For example, if passing Customer ID and Location, you would pass { customerId: 123, location: USA } in the JavaScipt.

Read more about passing properties in Web documentation and advanced resources.

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Can I control who sees the surveys and how often?

Yes!

Using our default configuration options and optional parameters, you can specify who is surveyed (ex. new vs. returning visitors) and how often (ex. recurring every 3 months). If you have more specific requirements for triggering, you can also create your own JavaScript conditions before calling the Delighted function: delighted.survey().

To learn more about making these specifications, see Web documentation and advanced resources.

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Are cookies used in Web surveys?

Yes.

Delighted requires cookies to be enabled in order to determine when a survey should be displayed. The Web snippet will automatically check that cookies are supported prior to running.

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Can I change the placement of the Web survey on the page?

Not currently.

The Web survey’s placement at the bottom of the page helps avoid interrupting a visitor’s navigation around your site.

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How can I see detailed information about why a survey is or is not showing?

Use your browser's JavaScript console.

Within the console, you'll be able to determine what events are occurring with the snippet (ex. sampling, throttling, etc.), and how that impacts the display. For details on accessing the console via Chrome, see their guide on Using the Console.

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Can I track the number of impressions the Web survey is getting?

Absolutely!

You can view all details associated with your Web platform’s performance in your account’s Metrics page. We’ll detail how many times the survey has been shown, the total number of responses, and other key engagement metrics.

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How long will you display the Thank you page?

If there is no custom text within the Thank You page fields, Delighted displays the default Thank You message for just a few seconds. 

If there is custom text within the Thank You page fields, Delighted displays the Thank You page until the "X" icon is clicked. In this case, we leave the Thank You page displayed to ensure respondents have time to review your text and engage with any call-to-action link you may have added.

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What happens when a respondent dismisses the web survey?

When a respondent clicks the "x" button to close or dismiss the web survey, we still consider the survey "shown." We will not re-display the survey or attempt to re-survey them until the survey is called again under the conditions you set.

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