Additional Questions

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

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.

Premium feature

Additional Questions are a premium feature and thus are only available at certain plan levels. Visit our Pricing page for full information.

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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:

  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

  1. After you’ve finished editing, click “Save question”
  2. Optional: Repeat for any other questions you’d like to add
  3. After you’re done adding all desired questions, choose “Turn on” to go live with your Additional Questions
Accessing 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!

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Customizing your Additional Questions

When creating and editing your Additional Questions, you can customize them to help you capture the data you need from your respondents. These customization options include:

Randomizing question order

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

Avoiding survey fatigue

Longer surveys (for example, those with more than five Additional Questions), run a risk of people dropping off halfway through. This can lead to a lack of responses to questions that come later in the survey flow. Randomizing the order of your questions is a great way to avoid this, ensuring that you receive an equal number of responses for each Additional Question.

Randomize answer choice order

To randomize the order in which your answer choices appear on a select one option or select many options question, check the “Randomize option order” box on the edit question page.

If you’re also using an “Other” text entry option, all choice but “Other” will be randomized (“Other” will remain at the bottom of the option list).

Adding an “Other” text entry option

Sometimes, the answer options you offer to your respondents don’t cover all of the possible answers. This is where an “Other” option comes in! By enabling the “Other” option, respondents will be able to select this choice and then enter any comments about this response in an associated text box.

To add an “Other” answer choice, check the “Include an option for ‘Other’” box on the edit question page. The answer choice will be added at the bottom of your list. The text box will appear when the “Other” choice is selected.

Reversing the scale

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

Adding conditional 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. Check the box next to the score groups that should see the question, and leave the box unchecked next to those that should skip the question.

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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.

To view a report summarizing the responses you’ve received to your Additional Questions, head to the Reports tab and choose “Additional Questions.” To learn more about the visualizations in this report, check out section 7. Reporting and Analysis.

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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.

Capture contact information in anonymous surveys

If you're using the Link platform to capture survey responses, you have a couple of options when it comes to passing over respondent contact information when the link is clicked. But what if you don't have access to this information? By adding Name and Email questions to your survey flow, you're able to capture respondent contact information with zero lift!

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FAQs: Additional Questions

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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.

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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).

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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).

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Which platforms support Additional Questions?

Currently, Additional Questions are available for the Email, Link, Web, and Kiosk platforms.

Additional Questions for our iOS SDK is on our roadmap. If you'd like to be added to our beta testing list, let us know!

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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.

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!

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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!

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Can I make any of my Additional Questions required?

Not currently.

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.

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Can I add conditional logic to my questions?

Yes!

For any question, you can define "Who should see this question", giving you the opportunity to create different paths of questions for different types of responses.

We use the score collected on the core survey question to determine what score types (ex. for NPS that would be Promoters, Passives, and Detractors) should be able to see each question. This step is completely optional, but a great solution if you'd like to expedite some folks through the survey (ex. Promoters) but spend more time with other respondents (ex. Detractors).

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

Yes!

Say you send out a survey using the Email platform, including the recipient's name and email address when importing your list of people to be surveyed. A customer then fills out the survey and enters a different name and email address (perhaps their name has recently changed or there is a better email address to reach them at). This response will replace the information previously associated with that response, and will be reflected on the Dashboard, as well as on 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.

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

The Web platform survey pops up along the bottom of the web page for an ideal in-page survey experience.

After submitting a score and comment, Additional Questions will move the Web survey to the middle of the web page so that respondents can focus on giving their feedback. The web page itself will be blurred behind the survey.

Respondents can close the 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 page.

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