Module 2: All about creating projects
In this module:
- Creating a CX survey project.
- Selecting a Metric survey question type.
- Editing your survey.
- Adding customizations.
- Setting up your distribution options
- Sharing and sending your survey.
And a bit of help:
Module 2 video
Prefer to read along?
Click CC to enable captions in YouTube or read the full transcript below.
Module 2 practice quiz
FYI: All of the questions on the final exam are taken from the practice quizzes!
- Click here to take the practice quiz for Module 2
- Click here to review the quiz answers
Show Notes № 2
To learn more visit the following sections in the Help Center:
- Project Options & Settings
- Survey Types
- Distribution Platforms & Sending
- Survey Customization
- Managing People & Properties
Finding and customizing starter projects as a Standard user from the Help Center
Quiz answers
Read the transcript
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Hi there! This is Ellie with the Delighted Customer Concierge team.
In this video, you’ll pass through a series of five stations (or checkpoints) where you'll learn how to create a survey project, select a survey type (as discussed in Video 1), edit your survey, set up more distribution options, and send people your survey.
First stop, Station 1: Creating a survey project!
Projects are like an engine, linking and pulling every aspect of your survey together: your survey methods and related questions, distribution platforms, the people you want to survey, the results as they roll by, and everything else you need for a successful survey campaign.
When you create your Delighted account, we’ll deliver you to your first project. Later in your journey, you may want to add additional projects. It’s easy! Simply select “Create a new project” from your Projects menu and—voila! You’ve just put another locomotive on the tracks, so to speak.
For now though, let’s focus on that first survey project.
You might recognize this second station! We discussed the different survey metrics in Module 1.
Choose a survey type by clicking “Choose and customize” in the tile below your choice.
Take note: once you set up your survey project, you can’t go back and change the survey type. However, you can always delete your project and start again with a new survey type, so there’s no need to sweat this decision.
For this video, we’ll select NPS—and as quick as that, it’s on to Station 3!
At Station 3, you’ll edit your survey, including customizing the look and feel and adding questions.
Under the branding header, add your brand/product name, logo, and colors. Customize the metric question or use the default. This is also the page where you can add an intro message and translate your survey.
Under comment question, you can choose to make changes to the default open-ended question or skip it entirely.
From here, you can choose to Skip to finish (the quickest path), or advance to adding Additional questions and customizing the Thank you page. If you’re happy with the short and sweet version of the survey, use the skip button! Otherwise, click Next to move to Additional questions.
Setting up Additional Questions is simple.
Select a question type. Areas that are customizable include the question, the options respondents can select, and scale labels.
Choose which score groups will see (or not see) your new question under the aptly named “Who should see this question” section. Delighted uses the score collected on the initial scored question to determine the groupings. For example, NPS divides its groups into Promoters, Passives, and Detractors.
When finished, click “Add question”
Repeat for any other questions you'd like to add. The current limit is 10 questions total.
Once complete, make sure to turn on Additional questions to take them out of draft mode.
If you've already added Additional Questions, and are just making updates, be sure to Save your recent fixes. (Changes are not visible to people until they are Saved).
You can also customize your Thank you page at this time. It’s the page that pops up at the end of a survey, thanking your respondents.
There are many customization options available to you—including creating separate thank you messages based on someone’s selected score, and setting up a redirect to a Website of your choice. At the end, don’t forget to “Save” your changes.
When you’re satisfied with your survey edits, click “Next: finish.” You can always come back to edit your survey later, so don’t stress about this step!
Once you’re done editing your survey, you’re free to step off the track—you’ll be given a link to your survey and can start sharing it with respondents!
However, you may want to add more distribution options, and that’s possible at Station 4.
Setting up more distribution options is easy. Simply click “Set up” under the platform you want to use, and we’ll copy over all of the settings from the Link platform. You can click through each tab to confirm or make changes to these edits (including turning on your Additional questions), or skip ahead to the configuration step.
Each platform will have different settings for you to configure. We’ll review these in more depth in Module 4!
Station 5 is all about the people you will be surveying. We often call these people recipients. As a group, they are called a panel.
For Email, you’ll organize your panel in one of two ways:
First, you can enter a list by hand. Type or paste your email addresses—one per line—into the window.
Or, you can upload a list from a CSV or Excel spreadsheet file. Just make sure your emails are in a column labeled “Email” so Delighted will recognize the addresses!
Once you’ve uploaded your list, click “Next: Review,” to review your panel, and then click “Send to people now.” Your survey is on its way.
If you’re planning on using an integration to trigger email sends, feel free to skip the import step and head straight to the Integrations tab!
When you’re done setting up your distribution platforms and sending out your survey, you’ll make your way back to the Dashboard.
If you ever need to return to the platforms page, click on “Edit and send” from any page in your account. The pencil icon next to each platform (or the gear icon in the case of email) will take you back to the edit page.
To create a second, third, or any number of future projects, simply start this process over again by opening the project menu and picking “Create a new project.” Notice that your projects will all be listed in your Projects menu. Click the name of any of your projects, and it will open immediately!
Now you know the basics of creating and editing a project with Delighted.
Next, we’ll look at the endgame—that is, we’ll examine how your survey results will feed into your Dashboard and future reports.
Until the next module, thanks for listening!