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.

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: The Web platform offers a number of configurations for surveying website visitors:
    1. General visitors: Survey a sample of visitors to your site, either focusing on all or returning visitors. A cookie confirms whether someone has visited previously.
    2. Customers who subscribe: Survey subscribers immediately or after a specified delay by placing your snippet on a page only accessible to subscribers or by specifying subscribers in your JavaScript conditions. You can also set up recurring surveys, for example, every 3 months. 
    3. E-commerce customers: Survey e-commerce customers by placing your survey snippet on a post-transaction page, such as the receipt or purchase confirmation page.
    4. 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. Install your web survey on your site: Delighted will provide you with a JavaScript snippet. Add this snippet anywhere in the <head> or <body> section of your website.
  5. 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
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

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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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