The Metrics Tab

Delighted's Metrics section provides key details regarding your survey engagement. Whether you’re looking for response rates for the Email platform, or for the total amount of impressions for your Web survey, the Metrics section covers all the core stats needed to understand your survey effectiveness and performance.

Click the associated tab along the top of the page to review your stats from any of Delighted’s survey platforms, and use the time range filter in the top right-hand corner to scope to a specific date range. We provide a few pre-made options (such as last month and last quarter), but you can also set a custom time frame.

A note about date filters

Filtering the Metrics tab by date will filter based on when the survey was sent, not based on when the response was submitted. This is different than in the Reports tab, which provides visualizations and breakdowns of your data, filtered by when responses were submitted.

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Email metrics

  • Sent: Total number of survey emails sent
  • Opened: Total number of survey emails opened (even if no response was submitted)
  • Responded: Total number of survey emails resulting in a response (either with or without a comment)
  • Commented: Total number of responses submitted with a comment
  • Throttled: Total number of surveys that were not sent due to being scheduled within the throttle period
  • Bounced: Total number of survey emails that bounced before delivery
  • Unsubscribed: Total number of survey emails that resulted in people unsubscribing from Delighted surveys

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Web metrics

  • Shown: Total number of times the Web survey was displayed (aka total number of impressions the Web survey received)
  • Responded: Total number of responses submitted for the Web survey (either with or without a comment)
  • Commented: Total number of responses that included a comment

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SMS metrics

  • Sent: Total number of SMS surveys sent
  • Responded: Total number of SMS surveys resulting in a response (either with or without a comment)
  • Commented: Total number of SMS responses including a comment
  • Throttled: Total number of SMS surveys that were not sent due to being scheduled within the throttle period

Open rates and the SMS platform

Wondering why the SMS platform doesn’t report out an “open rate” like the Email platform? SMS messages are all considered “opened” upon receipt. If we were to report on an open rate, it would be so close to 100% that it wouldn’t be actionable.

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  • Shown: Total number of times the Link survey was displayed (aka number of times the Link was clicked on)
  • Responses: Total number of responses submitted for the Link survey (either with or without a comment)
  • Commented: Total number of responses that included a comment

Response rates and the Link platform

Your response rates for the Link platform are probably very high—hovering around 100%. Why is that? When someone clicks the link, you can assume they’ve already decided to respond to the survey. Otherwise, they wouldn’t have clicked it! We usually see high response rates for the Link platform due to the nature of links.

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Kiosk metrics

  • Shown: Total number of times the Kiosk survey was displayed
  • Responded: Total number of responses submitted for the Kiosk survey (either with or without a comment)
  • Commented: Total number of responses that included a comment

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FAQs: Metrics

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What does it mean if surveys are "suppressed," "exhausted," or "dispatched"?

Most surveys requests have the status of "surveyed," then "opened," then "responded," as the recipient follows the typical pattern of receiving and filling out the survey. However, you may see other statuses that indicate a survey was not sent.

  • Suppressed: A survey send will be suppressed if attempts to survey that recipient in the past have bounced, or if that recipient has previously unsubscribed from Delighted surveys. We will not attempt to re-send these surveys
  • Exhausted: A survey will be listed as "exhausted" if it was not sent due to your plan limits being hit. These survey sends will be queued and sent as soon as your billing period refreshes.
  • Dispatched: Surveys with the status "dispatched" are waiting to be sent. Likely, these are SMS surveys that were scheduled outside of the Smart Scheduling timeline we employ. As soon as the recipient's timezone falls within our Smart Scheduling hours, we will send the SMS survey.

If you have any other questions about these survey request statuses, send us a note!

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