Additional Questions

In this article:

FAQs


Introducing Additional Questions

The Additional Questions feature lets you add up to 10 questions following your initial core metric and comment questions. 

Question types include:

  • Free response
  • Scale
  • Select one option (multiple choice)
  • Select many options (multiple select)
  • Name (for capturing or updating a respondent’s name)
  • Email (for capturing or updating a respondent’s email address)

Display your additional questions to every respondent or trigger specific questions based on the score selected on the initial metric question. 

Learn more in this short introductory video! (And stay tuned for the tips at the end.)

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Setting up Additional Questions for each platform

Additional Questions are specific to the distribution platform you select (ex. Email, Web, Link, iOS, Kiosk). 

Follow these steps:

1
Click “Survey people” at the top of the Dashboard.
2
Click on the "Gear" icon to the right of the desired platform.
3
Click “Configure additional questions.”
4
On the following page, select a "Question type" and customize your question.

5
After you’ve finished editing, click “Save question.”
6
Optional: Repeat for any other questions you’d like to add.
7
Choose “Turn on” to publish and go live with your additional questions. (Note: Click "Publish" after making subsequent edits in order to take your updates live.)
Accessing Additional Questions

The "Gear" icon and the "Configure additional questions" command are available after you finish the initial setup of a platform. 

In this example, setup HAS been completed for the Web and Link platforms. Setup has NOT been completed for Email, Kiosk, and iOS. 

What does the "Publish" button do?

Updates will not go live until you press the “Publish” button. If you don't publish your changes, Delighted will continue showing the previous version of your questions.

What does "Filter questions" do?

The "Filter questions" option, seen on the left-hand side of the customization page, will help you quickly determine which questions are being shown to everyone—and which questions are only being shown to a segmented group (ex. Detractors or Promoters in an NPS survey). Read more about showing questions only to certain respondents below.

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Customizing Additional Questions

Customize your additional questions by:

Randomizing question order

To randomize the order in which your additional questions will appear, check the “Randomize question order” box from the Additional Questions page.

Mitigating survey fatigue

Longer surveys run a risk of dropping respondents midway through. Randomizing the order of your questions can mitigate this by driving a proportionate number of responses.

Randomizing answer choice order

Check the “Randomize option order” box on the edit question page to randomize your answer choices on both "Select one option" and "Select many options" questions.

If you’re also using an “Other” text entry option, “Other” is always placed at the bottom of the list.

Adding and reading the “Other” text box answer choices

By selecting “Other," you respondents will be able to enter their own unique answers in a text box. 

Check the “Include an option for ‘Other’” box on the edit question page to add the “Other” text box answer choice to the bottom of the list. 

Where can I read the "Other" text responses?

There are two places to read responses entered into the "Other" answer choice option:

1 Open a Permalink page Read individual responses by clicking either the Timestamp or the Additional questions buttons on any response card
2 Export from the Dashboard Read all of your "Other" text box responses (from every respondent) in an Exported CSV file from the Dashboard.  Jump to Exporting two kinds of Additional questions reports in section 7 for details

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Reversing the scale

In most cases, the highest number in a scale question will appear on the right, with the lowest number on the left (1 to 5). You may want to reverse this order (5 to 1). Not a problem! Simply designate the “Left score” and “Right score” (and associated labels) when setting up your Scale question.

Adding conditional display logic

Not all questions should be shown to all respondents. To determine which score groups see a particular question, click “Change” next to “Who should see this question?” on the edit question page, and then: 

  • Check the box next to the score groups that should see the question
  • Leave the box unchecked next to score groups that will skip the question

Logic is always based on the respondent's answer to the first, core metric question. It's not possible to create logic based on properties or other Additional Questions.

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Viewing responses to Additional Questions

The "Additional Questions" icon appears on the top right-hand side of any Dashboard response card. The icon displays the number of additional questions that a respondent has answered.

To view the responses, click on the "Additional Questions" icon to expand the feedback. The responses will be nested under a section called "Additional answers" on the Permalink page. Additionally, when you export data from your Dashboard, the answers to your additional questions will be included — allowing you to see and share these answers in a CSV format.

Head to the "Reports" tab and choose “Additional Questions" to view a report summarizing the responses. (Note: To learn more about the visualizations in this report, check out section 7. Reporting and Analysis in this Help Center.)

How do I filter my Dashboard based on Additional Questions?

To filter your Additional Questions, click the option to "Add a new filter" on the left-hand side of the dashboard. You can filter on any scale selection, multiple choice, or single choice question. (You can’t filter by open text responses.)

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Testing and previewing a Template with Additional Questions

Since Additional Questions are added separately to each distribution platform, you'll need to test your extended questionnaire in each platform's testing environment individually.

To learn how it's done, click and explore each of the distribution platform(s) that you have deployed from this list:

Test and preview each of your platforms independently 

Additional questions are added to each platform independently of the others; ergo, you should preview and test each of your distribution platforms separately. 

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What are some example use cases for Additional Questions?

Add a question with predefined answers

Comment rates looking a bit low? Consider including a question with a handful of predefined answers that are easy to answer quickly. 

Add in another Free response question

If you need to ask more pointed questions (ex. "What's one new feature you'd like to see us offer?" or "Where can we focus our attention to improve your experience?") layer in Free response text questions!

Create your own scale

Use the "Additional Questions" feature to create your own scale questions! For example, it is easy to replicate a 5-point Likert scale as shown in the below image.

Capture contact information in anonymous surveys

If you're using the Link platform, you can still gather personal contact information to understand who submitted each response. Add the predesigned "Name" and "Email" Additional Question types to your survey flow and capture contact information voluntarily!

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Which integrations support Additional Questions?

All integrations that trigger surveys can support additional questions as part of the normal survey flow. The following integrations also support syncing data back to an external platform:

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What happens if a respondent doesn't answer every question?

Delighted utilizes a feature called "Active Capture" to ensure that every question—as it is answered—will be collected, recorded, and displayed on your Dashboard. If a question is skipped or left unanswered, the rest of the response is still captured!

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Can I make Additional Questions required?

No.

Requiring questions has been proven to lead to lower response rates ("I don't want to answer this question, so I won't submit the survey") or inaccurate data ("I don't know the answer to this question, so I'll just guess or put 'N/A'.") Because of this, we've opted to leave all questions as optional.

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Will the Name and Email questions replace contact information I currently have?

Yes!

Say you import a list of people to be surveyed using the Email platform containing the recipient's name and email address. If a respondent then fills out the survey and enters a different name and/or email address, the updated Name and Email information will replace the previous records. 

The updates will also be reflected on the Dashboard, as well as in the People tab.

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Does the Email question type include email validation?

Yes!

The email question type looks for a valid email address format, including an '@' symbol, and a valid domain. If an invalid email is submitted, respondents will see an error message and be unable to proceed to the next question.

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What does the Additional Questions experience look like on the Web platform?

A Web platform survey will pop up along the bottom of the page.

After a respondent submits their initial score and comment, any Additional Questions will move to the middle of the web page to help focus your respondents and increase response rates. 

The web page itself will be blurred behind the survey.

Respondents can close a Web survey by clicking the 'x' button in the top right-hand corner or by clicking anywhere outside of the survey modal. 

Once the final Additional Question is submitted, the Web survey will pop back down to the bottom of the page to display the "Thank you" message.

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Where can I edit the "Tell us a bit more about why you chose..." question?

Although it may look like an additional question, the Free response comment question following the initial score selection (ex. "Tell us a bit more about why you chose [score]") is a default response page. 

Edit this default comment question in the "Survey Customization" page by:

1
Selecting "Survey people." 
2
Clicking the "Gear" icon next to the platform you want to edit. 
3
Choosing "Customize appearance." 

From there you can expand the "Comment page" header and make edits or even choose the option to skip the comment page altogether.

Read more about customizing each platform in section 4. Template Customization in this Help Center.

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