Additional Questions

In this article:

FAQs


Introducing Additional Questions

The Additional Questions feature lets you add up to 10 questions following your initial CX score and comment queries. 

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

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)

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

Premium feature

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

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Setting up Additional Questions

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.
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?

Changes will not go live until you press the “Publish” button. If you don't publish your updates, we'll continue showing the previous version of your questions.

What does "Filter questions" do?

The "Filter questions" option filters the questions on the customization page and can help you quickly determine which questions are being shown to everyone and which questions are only being shown to a segmented group (like detractors only). 

Look for "Filter questions" on the left-hand side of the page.

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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 is a way to mitigate this attrition, ensuring a proportionate number of responses.

Randomizing answer choice order

To randomize your answer choices on "Select one option" and "Select many options" questions, check the “Randomize option order” box on the edit question page.

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

Adding an “Other” text entry option

Sometimes the answer options offered to respondents don’t cover the range of answers. This is where the “Other” option comes in! By selecting “Other," respondents will be able to enter their unique answers in a text box.

To add the “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 the list. 

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 of your initial CX question 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

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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.

To view a report summarizing the responses 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 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, multiple choice, or single choice question. (You can’t filter by open text responses).

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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. 

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 multiple free response 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 easily gather personal contact information for use in follow-up Email survey campaigns. By adding the predesigned "Name" and "Email" additional questions to your survey flow, you're able to capture respondent contact information voluntarily!

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Which platforms support Additional Questions?

Additional Questions are available on all platforms except SMS.

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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 instantly displayed on your Dashboard. 

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Can I require any of my Additional Questions?

Not currently.

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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 email address, the updated Name and Email information will replace the previous data. 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.

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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 web page.

After a respondent submits their initial CX score and comment, the additional questions will move to the middle of the web page to help focus your respondents and increase response rates to later questions. 

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" 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 "Tell us a bit more about why you chose [score]" free response comment question — that immediately follows the initial CX score selection — is a default response page. 

Edit your default comment page on 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 to edit or skip the comment page.

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

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