Delighted’s Additional Questions feature allows you to layer in up to ten questions following your score and comment pages. The available question types include:
- Free response
- Select one option (multiple choice)
- Select many options (multiple select)
Additional Questions can be used to expand on a customer's response or to gain more context around their answer, by gathering location information, learning demographic details, presenting a list of product issues, or requesting details around a customer support interaction.
Additional Questions are a premium feature and thus are only available at certain plan levels. Visit our Pricing page for full information.
In this section
- Setting up Additional Questions
- Viewing responses to Additional Questions
- Use case: Common uses for Additional Questions
- FAQs: Additional Questions
Setting up Additional Questions
Additional Questions are specific to the platform they are set up on. Follow the steps below to set up Additional Questions on your desired platform:
- Click “Survey people” at the top of the Dashboard
- Click on the gear icon to the right of the desired platform
- Click “Configure additional questions”
- On the following page, select a question type and customize your question
- Optional: Choose which score group to show the question to (like detractors only) under the “Who should see this question” section
- After you’ve finished editing, click “Save question”
- Optional: Repeat for any other questions you’d like to add
- After you’re done adding all desired questions, choose “Turn on” to go live with your Additional Questions
If you haven’t finished the initial setup of your Delighted account, the gear icon will not be visible to the right of your desired platform. Be sure to complete all steps, including sending a test survey, before adding Additional Questions. If you have any questions, let us know!
Viewing responses to Additional Questions
From your Dashboard, any instance of customer feedback that includes a response to an additional question will include the Additional Questions icon on the top right-hand side of the response window. The icon will be annotated with the number of Additional Questions that respondent answered.
To view the responses to any of the Additional Questions, simply click on the Additional Questions icon to expand the feedback. All responses for the Additional Questions will be nested under a section called "Additional answers" on the Permalink page. Additionally, when you export data from your Dashboard, the answers to all Additional Questions will be included, allowing you to see and share the Additional answers in CSV format.
Use case: Common uses 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. Let your customers provide that crucial rationale for their score without having to type out long-form comments.
Add in another free response question
The comments collected in the standard survey flow are extremely important—they give context to your customer's score and experience.
However, 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?") you can now layer in multiple free response questions!
Create your own scale
Are you transitioning to a new core survey type (ex. NPS, CES, CSAT, 5-star), but still want to keep one or two questions you've historically included in your surveys? Create your own scale! For example, it is easy to replicate a 5-point likert scale question as shown in the below image.
FAQs: Additional Questions
In this section
- What does the publish button do?
- What does "filter questions" do?
- How do I filter my Dashboard based on answers to Additional Questions?
- Which platforms support Additional Questions?
- Which integrations support Additional Questions?
- What happens if a respondent doesn't answer every question?
- Can I make any of my Additional Questions required?
What does the publish button do?
The “publish” button allows you to edit your Additional Questions without worrying about changes going public until you’re ready.
Any changes you make will not be live until you hit the “Publish” button—so don't forget to click it every time you finish making changes to your questions! If you don't publish your updates, we'll continue showing the previous version of your questions.
What does "filter questions" do?
When editing your Additional Questions, look for "Filter questions" on the left-hand side of the page.
The Filter questions option filters the questions shown on the customization page. Using this filter can help you quickly determine which questions are being shown to everyone and which questions are being shown to a segmented group (like detractors only).
How do I filter my Dashboard based on Additional Questions?
To filter your Dashboard based on responses to Additional Questions, click on the option to "Add a new filter" on the left-hand side of your dashboard. You can filter on any scale, multiple choice, or single choice question. (You can’t filter by open text responses).
Which platforms support Additional Questions?
Currently, Additional Questions are available for the Email, Link, and Kiosk platforms.
However, Additional Questions for all of our platforms is on our roadmap. If you'd like to be added to our beta testing list, let us know!
Which integrations support Additional Questions?
All integrations that trigger surveys can support Additional Questions as part of the normal survey flow.
Of the integrations used to sync data back to an external platform, the following support syncing over responses to Additional Questions:
Don’t see your integration listed above? Reach out to our Customer Concierge team and we can help find an alternate workflow!
What happens if the respondent doesn't answer every question?
Delighted utilizes a feature called Active Capture to ensure all responses to your survey are collected. As soon as a response to any question is received (starting with the score), we’ll show that feedback on your Dashboard—no need to fill out the whole survey to be heard!
Can I make any of my Additional Questions required?
Because Delighted uses Active Capture to record responses to every question as they are answered, none of the questions in your survey can be made mandatory. This allows you to capture all possible feedback, whether or not the respondent has the ability to fill out the entire survey.