Module 2: All About Creating Surveys
In this Module:
- The steps to creating a Delighted survey project
- Accessing the Delighted Demo environment
Module 2 practice quiz
Prefer to read along?
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Hi, welcome back! This is Ellie with the Delighted Customer Concierge team. In this video, we’ll walk you step-by-step through the survey creation process. To start, let’s take a look at the end result—a finished survey.
All Delighted surveys follow a clean, four-step survey flow. First, respondents will choose a score from the score selection page. The example you see here is a CSAT or Customer Satisfaction survey, with its 5-point scale. CSAT measures customer sentiment using an intensity scale ranging from Very Satisfied to Very Dissatisfied. After selecting a score, respondents have the option to provide written feedback on the comment page. By default, the comment page is worded, “Tell us a bit more about why you chose [score].” Following the comment page, you can ask up to 10 Additional Questions of varying types, such as scale, multiple choice, or free response. You can also choose whether these questions should be shown to all respondents, or just certain ones based on the score that they left. Finally, respondents are shown a Thank you page. This page can be the same for everyone, or adjusted based on the score as well. And that’s it!
So, how do you create a survey to start sending to your recipients? Delighted surveys are created within Projects. Projects contain all of the survey customizations, distribution platforms, lists of people who are surveyed, as well as responses displayed via Dashboards, reports, trends, metrics, and other analytics tools. Basically, everything associated with the survey is housed in one convenient place.
To create a new survey, you’ll need to create a new project. Standing up a new project takes just a few minutes. As you create your project, track the setup in the progress bar at the top of the Delighted screen. The steps include:
- Creating a project
- Picking a Survey type
- Choosing a Distribution Platform
- Customizing your survey
- Uploading some People to be surveyed,
- And sending for the first time!
Start by opening your account and choosing Create a new project from the Projects drop-down menu in the top left-hand corner of your Dashboard.
As you add additional surveys, the Projects drop down menu will grow into a list containing all of your projects. You can see which project you’re working in by looking at the name in the top left-hand corner of your screen. Switch projects by clicking on any project name in the list.
At any time, if you decide to change the name of a project or to alter some of the project settings, just reopen the Projects menu. You'll see a settings gear next to each project name. Click the adjacent settings gear to open the Edit Project window, where you can change key settings, such as the Project name, the Survey time window (which adjusts the time used to calculate your various metric scores, say from 30 to 60 days), and survey Throttling (which restricts how often someone can be sent another survey, say from 1 month to 3 months or longer). After making your adjustments, click Save changes to update the settings.
This is also the place where you can delete old projects you no longer need. Be careful. Literally every element in a project will be lost if you delete it! Also, be aware that your first project is tied to your billing and set up information and therefore can’t be deleted. However, you can still rename and customize your first project as much as you like, so you’re not stuck with a survey that becomes obsolete over time.
If you don’t already have an account, sign up for a Delighted Trial by heading to delighted.com/signup. It's completely free and there’s an added bonus — your first project will be created automatically as you register. So you’ll skip ahead, directly to Step 2, selecting your survey type.
Step 2 lets you pick your survey type from a page of options. Each survey type has its own strengths, limitations, and unique methodologies. What are some of the differences? Among other things, each survey type has a set scale points range: there are only 2 scale points for the Thumbs survey. And as you can imagine, 5-star surveys have a range of five scale points.
Each survey type is also ideal for measuring a different type of metric. For example, NPS is the best choice for measuring customer loyalty, while PMF is the best for measuring product experience.
Certain survey types have become so widely used that they have earned their own acronyms; like NPS, CSAT, CES or eNPS. If these acronyms are a bit of a blur, we have made it easy to review each one in three ways: First, you can read about them in the Help Center by visiting help.delighted.com and clicking Survey Types. Second, you can explore each in our hands-on demo account at demo.delighted.com by choosing the survey type from the Projects drop-down menu. And third, if you’re in the process of making a selection, click the “View an example” button in any of the tiles to see a brief description and preview.
Pick a survey type by clicking the blue Choose and customize button in the selection tile below your preferred choice. For this video, I’ll choose NPS, our most popular survey type.
And now, step 3, selecting a distribution platform. You’ll have the option later to set up multiple distribution platforms, but for now, we’ll start with one.
PS- if this screen looks familiar, it’s because it’s very similar to the one that you see when you click the “Survey people” from the Dashboard in a project that has already been set up. Once this initial set-up is done, we’ll show you what else can be achieved from this page!
If you’re following along in our live Demo Dashboard—accessible at demo.delighted.com—then you can head to this page by clicking the Survey people button. Either click “Set up” under a platform to see how to set it up for the first time, or click the gear icon to the right of the platform to access customization options if the platform has already been set up.
Delighted offers a variety of distribution channels, including
- And iOS SDK
For this video, we’ll show you how to create an email survey, the most common distribution platform. Choose the Email platform by clicking the “Set up” button inside the Email tile… and you’re done! You can solicit feedback with just one, or with multiple platforms that will work in combination. Use the channels that make the most sense for your target demographics.
Let’s move on to the next step in the survey creation process: customizing your survey.
Step 4 is customizing your survey. During initial project set-up, you’ll just be customizing the overall look and feel of your survey, as well as the specifics of the first score question and the comment page. If you’re looking to add Additional Questions or customize the Thank you page, those will be done later, after initial set-up is complete. We’ll review more about these options in a later module.
Delighted starts you off with a default survey customization, and just requires one detail to get your survey sending: the Brand/Product name. However, you can customize a lot more aspects of your survey to make sure it reflects your organization’s branding!
Generally, you’ll make your changes in the sequence outlined in the editing sidebar, starting with Basic customization. In the Basic section, you can change the brand or product name, add a logo, and change the color scheme. Next, you can reword your question in the Question customization section. Make Email customization adjustments in the third section. This section also lets you send a test email survey to yourself and to your colleagues, which is always a great idea before you go live to prospective respondents. Use Advanced customization to translate your survey as needed, as well as to add an intro message to prime your respondents for feedback. Finally, you can edit the wording of the comment page—or skip it entirely—from the Comment page section. Click “Next” when you’re satisfied with your survey customization.
Now, for step 5—the last step before hitting send! Again, we’re sending out an email NPS survey in this example, but each distribution platform has its own process for this final step. We’ll go into each in more detail in later videos, but if you’re really curious, you can check out the Help Center now for more information.
Now, back to email sends. A list of the people to be surveyed is often called a panel. You can enter an Email panel in two ways: You can paste (or type) your list in the top entry box under the One-time survey tab, or you can Upload your panel in a CSV or Excel (spreadsheet) file in the bottom entry box. Regardless of the method you pick, you can send a one-time survey immediately or schedule the survey to be sent at a more appropriate time. Recurring surveys can be managed in the Autopilot tab.
Because we’re just setting up this survey for the first time, and you may still want to play around with Additional Questions and the Thank you page, we recommend choosing a small list of test respondents—even colleagues or just your email address—to send to now. If you’re ready to send to customers, though, that works too!
For a small One-time survey, type or paste your email addresses—one per line—into the window. Commas and brackets are not required and will be stripped out automatically. Click “Next: Review” to double-check your list of people. After you approve your list, click Send to people now. That's it. It couldn't be simpler.
The other way to add a list of people is to import a spreadsheet, either in CSV or Excel format. Your spreadsheet can be as simple as a single column with just email addresses, or it can be more complex, with multiple columns representing different properties, or details about your respondents that you want to capture, such as name, job title, or company.
Upload your list by dragging it to the file upload box, or click “Upload” and choose it from your files. Then click “Next: Review” to double check that the list—including all the properties you included—looks right. When you are satisfied with your list, click the Send to People now button. If you wish to delay sending until a more appropriate time, click Schedule for sending later.
As soon as you have sent or scheduled your survey, you will be directed back to your Dashboard. You’ll likely see a pop-up in the middle of the screen detailing a feature to explore. This is Delighted’s way of usefully passing the time until your first response arrives, which can be in a matter of seconds. In the meantime, you can click on any tab in the platform—from Trends to “Survey people”—to explore more while you wait. As the first response arrives, your Dashboard will populate and you can begin monitoring results.
Now you know the basics of creating a survey with Delighted, including all of the steps of initial set-up of a new project. There is much information we would like to share about customizing and sending surveys, which we’ll cover in a later video. But first, we’ll look at the endgame—that is, we’ll examine how your survey results will feed into your Dashboard and reports. Until the next module, thanks for listening!