Quarterly Business Reviews

A Quarterly Business Review, or QBR, is one of the most important stages in the lifecycle of any Delighted program. It allows you to refresh your goals, measure your progress, and identify opportunities to increase the value that you're getting from your Delighted program.

Delighted's Customer Concierge team has run hundreds of Quarterly Business Reviews, helping brands like Bonobos, Glassdoor, ClassPass, Tuft&Needle, and InVision scale their programs as their businesses have grown. We’ve developed this guide to share the key topics and strategies that we find ourselves discussing quarter after quarter with out enterprise customers! Interested in looping a member of our Customer Concierge team in on your QBR? Contact us to set up a meeting!

In this section

Reviewing program goals and measuring success

Whether it's your first quarter using Delighted or your fiftieth, it's always important to reflect on one question:  What’s the main reason you signed up for Delighted? Answering this question allows you to focus your energy and resources on achieving your main objectives. For every goal, a QBR is the perfect time to reflect on the Delighted tools at your fingertips to measure and track your respondents’ feedback and hone the experience they have while giving that feedback.

There are two main methods for measuring your success that work even better when done together. These are:

Benchmarking your scores

Benchmarking is an extremely powerful tool that can help put your program into context by comparing to other companies in your industry. Keep in mind that benchmarking with NPS can be difficult, as companies measure at different parts of the funnel as well as different customer subsets. For example, customers who have been with you the company for a year or more will have a typically higher NPS than those in a trial period.

A note about benchmarks

The most important benchmark is your company's own score last month, last quarter, and last year. Driving to improve NPS within your own business should be the most important point of focus, as the variables that impact the score (ex. customer subset, recent product changes, etc.) are more transparent and controllable.

Tracking changes in sentiment using Trends

Trends are used to track sentiment for each of your unique customer segments. In a typical QBR setting, it’s helpful to review these segments for changes and drivers to your overall score. Reports are also used to map these trend data over time, helping you to expose fluctuations and reported out changes to your team.

What are Trends?

Trends are saved searches comprised of keywords and properties that you select. After a Trend is created, both existing and new responses that meet those specifications are automatically filtered into a unique view. You can use Trends to trigger notifications for specific departments and team members, create robust searches for sentiment analysis, produce refined reports, and more.

How can I use Trends?

Imagine you own a direct to consumer mattress company that sends NPS surveys to customers every quarter. You track whether responses come from customers who recently purchased a mattress or who have been using their mattress for over six months. You also track what exact product they purchased and what kind of sleeper they identify as. Using trends, you can combine these properties to track new customers who purchased your most popular mattress and are self-identified “light sleepers,” to compare to other segments of your customer base with ease.

Where can I learn more?

Check out our Trends guide for insight into alerting team members of relevant feedback, methods of reporting with trends, and more!

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Methods to improve your program engagement

The first aspect of your Delighted program to review during your QBR is your customers' engagement in your program. When customers are engaged in your feedback program, they're more likely to open your emails and give high value responses to your surveys.

With the Delighted  Metrics page, you can track the key statistics (like open rate and response rate) that measure engagement. While these metrics are largely dictated by the timing of your survey sends, the survey platform you’ve chosen (email, web, sms), and your brand messaging, there are a few quick updates you can explore to give your engagement a boost:

Bump response rates with Reminders

What are reminders?

Delighted's reminders will automatically resurvey customers that haven't engaged with your initial email, 7 days after delivery. Reminders will target folks who overlooked the initial survey email, and you can enable them on the Platform page, under the gear icon for Email.

How can I use them?

We on send reminders to people haven't opened the original email, as opposed to all non-responders, in order to avoid over surveying recipients who have more explicitly opted out of responding (i.e. those who have opened, but not submitted a score/comment).

Where can I learn more? 

Read about reminders in our Help Center for either the Email or SMS platform.

Personalize your email subject with Special Properties

What are Special Properties?

As you can tell by the name, Special Properties function similarly to standard Delighted Properties, allowing you to pass unique information about a particular person with every survey. What sets special properties apart is their ability to dynamically update aspects of the survey content on a per-survey basis, including the subject line.

How can I use Special Properties?

Imagine you run a subscription pet supply business, and are sending out a Delighted survey to your subscribers once every three months. To improve response rates, try customizing the subject line of the survey email with the customer’s pet’s name. Using the Special Property “delighted email subject,” you can send eye-catching emails with subjects like, “How is Fido enjoying their treats?”

Where can I learn more?

Head to our Special Properties guide to learn about what Special Properties are available, how to pass Special Properties to Delighted, and about specific properties such as the Delighted email subject.

Consider new survey channels and touchpoints

What channels and touchpoints are available?

Delighted allows you to send surveys via email, web, SMS, and link, and thoughtfully combining these to target different subsets of your customer base can enrich and increase the feedback that you receive.

How can I use multiple channels or touchpoints?

Imagine you own a software company that sends an NPS survey to decision makers every 6 months. You might be hitting a customer segment that responds well to emails, but what about your end users who spend time in the product? Consider adding web surveys to capture their feedback and drive up engagement.

Where can I learn more?

Check out section 3. Distribution Platforms & Sending to learn all about our different survey platforms.

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Ways to improve your survey experience

The second aspect of your feedback program to review during your QBR is your survey experience. Personalizing outreach and infusing your voice into every aspect of the feedback process creates a stronger brand.

This kind of branding is simple with Delighted's customizable surveys. Below, we’ll outline three features to take advantage of when refining the survey experience:

Customize your survey by setting an Intro Message

What is the Intro Message?

The Intro Message is what appears before your survey question when sending surveys through email and link platforms. This message can be customized statically from within your Delighted account, or dynamically using the Delighted intro message Special Property.

How can I use the Intro Message?

Imagine you are using Delighted to send out an employee NPS survey to your company. You can use the Intro message to ask your employees to fill out the survey, and include the fact that is just two questions, can be completed in a matter of minutes, and will be completely anonymous!

Where can I learn more?

Check out section 4. Survey Customization to learn more about customizing your intro message, or jump into your account and set up the message from the email customization page!

Contextualize your feedback with Additional Questions

What are Additional Questions?

Delighted’s Additional Questions allow you to include up to 10 different questions in a single survey flow, allowing you to ask follow-up questions to expand on your respondent's earlier feedback.

How can I use Additional Questions?

Say you own a B2B technology company and use Delighted to send a CSAT survey after customers interact with your support team. You can use an Additional Question to present potential drivers to respondents that are dissatisfied with their support experience.

Where can I learn more?

Head to the Help Center to learn more about Additional Questions, including how to set up Additional Questions, how to add conditions to these questions, and how to view the responses to these Additional Questions.

Drive customers to action with the Thank you page

What are the thank you pages?

Once a respondent submits their score and their comment, they are directed to a thank you page. You can customize your thank you pages to display specific text and links, choosing content based on the score your respondents gave.

How can I use thank you pages?

Say you own a boutique clothing company, and you send an NPS survey to your respondents one week after they make a purchase in-store. You could use the thank you page to direct all promoters to your Google Reviews site to leave a 5-star review, and give your passives and detractors a $5 coupon to encourage them to visit again.

Where can I learn more?

Check out our Thank you page guide for tips on maximizing your promoter feedback, preventing fallout from passives and detractors, and answers to frequently asked questions about thank you pages!

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Strategies to increase the value of your feedback

The final aspect of your program to consider during your QBR is how you action your feedback. Your customer experience program will get buy-in across departments when feedback is shared and actioned, allowing you to infuse the voice of the customer into your everyday operations.

In this section, we’ll walk through two strategies for increasing the value of the feedback you receive:

Share feedback where your team works using Integrations

What Integrations are available?

No matter where your team works, Delighted’s out-of-the-box integrations can send your feedback there. Check out our Integrations page for the full list.

How can I use integrations?

If your team checks Slack frequently, sending response notifications to a team channel can engage them in your program. If your team leads always respond to email, then Alerts would be a fantastic way to notify them of relevant feedback.

Where can I learn more?

Check out our Integrations FAQs for more information about Slack, Alerts, and more!

Follow-up with your respondents and close the loop

What is close the loop?

Closing the loop means something different for every company, but the goal is to mobilize your team to take immediate action to resolve concerns, share feedback with the wider team for systemic improvements, and generally improve the customer experience moving forward.

How can I use close the loop?

Say you head the CX program for an on-demand service company. If you receive negative feedback regarding a customer’s experience and reach out to that customer within 24 hours, you have the chance to regain their trust in your company. Even better, you can follow-up with the employee they interacted with to identify training opportunities to reduce the chance of receiving negative feedback in the future.

Where can I learn more?

Head to our Closing the loop guide for more information, including the micro and the macro of this process.

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Considering ways to expand your CX program

The Customer Experience (CX) is the sum total of each and every step in a customer's journey. Consistently monitoring, improving, and evolving each step in that journey is imperative for building a competitive CX program.

If you're monitoring a single metric, such as Net Promoter Score (NPS), you're already headed in the right direction! However, lets say you're measuring NPS 30 days after a customer's transaction. While you might have an 85 NPS derived from your post-purchase feedback, you'll still be left in the dark for so many other pivotal moments in the customer journey.

  • What's the quality of customer support being delivered? 
  • Do customers find the in-app features helpful? 
  • Are quarterly business reviews yielding actionable insights?

Think of "CX" as a control panel with a series of controls and sliders. Each customer touchpoint, ranging from onboarding all the way to churn, has its own independent drivers. While you're at the helm of that control panel, you also get to dictate what it looks like (i.e. what key customer touch points you are you tracking, monitoring and listening to on a regular basis). The goal of every Delighted CX program should be two fold:

  1. Identify, track and prioritize each customer touchpoint
  2. Maximize sentiment at each and every customer touchpoint

Just as your company and CX program is constantly improving, so is the Delighted platform! Check out our Release Notes to stay on top of all of the new functionality, integrations, and products that we’re releasing so you never miss an update.

How can we help?

With a toolbox of Delighted features at your fingertips, there are plenty of ways to go about expanding your program. But identifying the next best touchpoint to add to your control panel (and how to go about rolling that touchpoint live to customers), can be daunting.

Our Concierge team specializes in program expansion stage two implementations. If you're keen, lets set up a call—think of it as a personalized consultation, with a guided roll out to help with measuring and tracking customer feedback at a new touchpoint! 

Fire us a note and we can schedule up a call!

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