SMS Platform Customization

Delighted’s SMS platform can be customized to reflect your organization’s styling. Since SMS surveys are delivered in plain text, there are no visual customization options. However, aligning the survey text with your brand voice increases authenticity and readability, which can improve response rates.

In this section

• Basic customization
• Question customization
• Advanced customization
• Comment prompt

Basic customization

Brand/product name

If you use the default question, your brand/product name will be inserted into your question automatically. For example, NPS surveys will default to, "How likely are you to recommend [Brand/product name] to a friend?"

Interested in dynamically updating the brand/product name for each survey that is sent? Check out our article on Special Properties to learn how!

Send a test SMS

Send a test SMS message to yourself or to a teammate. These texts will mimic the entire survey experience, but responses will not be recorded on the Dashboard.

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Question customization

Question

Reword your question text as needed. If this customization option is used, the brand/product name will not be inserted into your question text. For example, if you are conducting an eNPS survey, you can change the survey question to, "How likely are you to recommend working at this company to a friend or colleague?"

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Advanced customization

Survey language

Delighted supports translation to over three dozen languages. Interested in learning more? Review our article on translating your survey!

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Comment prompt

Comment prompt

Delighted automatically includes a free-form question immediately following the initial survey question (ex. NPS, CES, CSAT, etc.) 

Use this customization section to customize the prompt for that text message. By default, it will read: "Tell us a bit more about why you chose X". However, you can customize the prompt, as well as dynamically include the score from the prior question by using the variable: {{ survey_response.score }}.

For example, if you wanted the comment for a score of 10 to read, "What made your experience a 10?" you'd set the comment prompt to "What made your experience a {{ survey_response.score }}?"

Skip comment prompt

Not interested in collecting open-ended feedback? You can toggle this option for skipping the comment prompt. If selected, respondents will be automatically taken to your Thank You Page.

You can also skip the Comment Prompt for specific score types, such as Promoters. To learn more, check out Delighted's Special Properties.

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