Module 4: All About Distribution Platforms and Their Metrics

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In this Module:

  • Setup and distribution of each of the Delighted platforms:
    • Measuring survey engagement metrics
    • The Email platform, Autopilot, and reminders
    • The Web platform
    • The Link platform
    • The Kiosk platform
    • The SDK platform
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Module 4 practice quiz

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Show Notes No 4

Remember: Information from these articles are not included on the Core Certification exam.

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Quiz answers

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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 again! This is Ellie with the Delighted Customer Concierge team, and as always, thank you for viewing the fourth video in our Core Certification learning series.
In this video, we’ll showcase multiple ways to get surveys out to your panel of people so results can start flowing into your Dashboard quickly and reliably.
To go hands-on, open our Hem & Stitch demo account by entering demo.delighted.com and follow our clicks!
We’ll start by clicking the “Survey people” button to reopen the “Platform selection” page and review just a snippet from Core Module 2.
As you’ll remember, Delighted's platforms include Email, Web, Link, Kiosk, and SDK. SMS is a premium distribution and isn’t included on the Core exam.  There's a link in the Show Notes to teach you all about it.
To add platforms to your distribution mix, click “Set up” in any of the Platform tiles. The platforms connect independently to your project so you can freely customize each one separately, taking full advantage of the unique characteristics that each distribution offers.
Speaking of which, can you identify which platforms are currently active?
Glancing at the Platforms page for this CSAT campaign, which three are a part of the distribution mix?
That's right! Email, Web, and SDK are in the mix and are currently collecting responses.
Link, Kiosk, and SMS have not been added to this campaign—at least not yet.
How can you tell for sure? 
First, a Gear icon appears in every active platform. You'll use this Gear frequently to access the customization features. 
Second, the words in the blue buttons change. Email reverts from "Set up" to "Survey people."  The Web button changes from "Set up" to "Adjust settings" and so on.
It’s helpful to be able to identify which platforms are active because it means that you can jump into any survey campaign and immediately recognize how surveys are being sent out!
Regardless of the number of distributions you choose to set up, you’ll need to track their effectiveness.  It’s easy to do by simply clicking the Metrics tab and reviewing the individual platform reports. 
As you can see, each platform produces its own unique set of Metrics. Examining these metrics is a great way to learn more about each platform's place in the survey distribution space. 
For example, Web survey metrics include the number of impressions, the response rate, and the comment rate. Email gives you the bounce rate, and the opened and unopened rates. 
Visit the Metrics section in the Help Center to get the details behind each of these reports.  (Again, there is a quick link in the Show Notes.)
Now, let's turn our attention to the platforms themselves, starting with a dive into Email automation.
The Email platform is optimized for desktop and mobile, so your participants will always receive a rendered survey that is super easy to take.
Delighted embeds the first question directly into the email itself, which ensures higher response rates. This response is captured as soon as the initial score is clicked, so you’ll never miss the score selection feedback, even if a recipient doesn't leave a Comment or skips any of your Additional Questions.
The more recurring and complex the email campaign becomes, the more you’ll want to automate your sends. There are three ways to go: Autopilot, API, and Integrations 
First up, you can automate recurring sends with Autopilot. Each recipient added to Autopilot will receive a survey every 3 months, which is the default setting.  However, you can extend Autopilot sends out to 6 months or even a year.  
That said, Delighted automatically staggers Autopilot sends so your feedback arrives evenly and not in a single batch. This will help you track and react to ongoing trends more consistently.
In Module 2 we demonstrated how to add people to the email platform—either one-email-address-at-a-time or as a larger panel using a CSV file with “Email” in the column header. These very same steps can be used to upload people and panels into Autopilot. (Look in the Show Notes for instructions.)
If you actually do want all of your surveys to send at the same time, say once a quarter, you can first send a one-time send, then import the same list into Autopilot, and we’ll set the surveys to send every 3 months from then on out!
More to the techie side of things, the Delighted API offers another way to automate survey sends within your organization's internal tech stack. Locate the API by navigating to the Integrations page and choosing API. You’ll want to familiarize yourself with the required API endpoints found in the API documentation in your Delighted account. Pay special attention to "Sending to people"  Find all of the related articles by picking “API docs” from the “Help” menu on your Dashboard.
Delighted's integration partners can also automate your surveys in useful and targeted ways. Integrations tend to make automation easier when compared to building custom solutions with the API.  For example, integrating with Shopify will allow you to send a survey every time an order is placed. Integrating with Zendesk allows you to send a survey whenever a ticket is closed. Zapier will help you build your own integrations right into your existing tech stack! 
To learn more, look to the Show Notes. We’ve created a support page for every supported Integration in our Help Center. Look and see if we support the applications that you and your team depend on.  Chances are we do!  (You’ll also see a link to a video from our Admin Certification course that is a must see if you are interested in these solutions. And don’t worry. None of it is on the Core Certification test!)
With all of this automation in play, there is a possibility that your panel may get hit with too many surveys too quickly.  Thankfully, Delighted uses Throttling to prevent a project from oversampling your recipients. By default, Throttling is set to 30 days, which means panel members will never receive a survey more than once per month. 
You can adjust that timeframe quickly in the “Edit Project'' window.  Open the window by clicking the settings Gear next to the name of your project in the "Projects dropdown menu." Throttling options range from 1 week to 1 year. (Check out the link in the Show Notes to learn more.)
On the flip side, what if your survey gets buried in a recipient's inbox and they simply don't see it?  Setting a Reminder can help. If you choose this option, a single reminder will be triggered to anyone who hasn’t opened the original survey after a full week has elapsed. 
Reminders are available for Premium users. If you are in that camp, there will be no impact on your sending volume, so why not give Reminders a try? 
To enable Reminders:
  1. Click “Survey People”
  2. Click on the “Gear” icon to the right of the Email platform
  3. Choose “Configure Reminders”
  4. Click “Turn on”
Now, let’s switch to the Web platform.
Minimal technical knowledge is required to launch Delighted Web surveys! We’ll give you a JavaScript snippet to copy that you can embed on your site. All subsequent customization of the survey happens within your Delighted project, not on your site. 
This code-free customization lets you make changes in real-time without having to update the embedded JavaScript code or disrupting the normal activity on your site.
Delighted Web surveys appear at the very bottom of any targeted page, non-disruptive to the site viewing experience. They are optimized for both desktop and mobile viewing, so site visitors will have a clean user experience regardless of the device they are using.
You’ll choose the cadence at which Web surveys are displayed. For example, you can survey visitors just once, or set up recurring surveys to display your survey to visitors every 3 months.
Web surveys also use Adaptive Sampling to ensure that you receive a smooth rate of feedback by surveying website visitors at a regular tempo. Sampling is based on a number of factors, including your current plan and your website’s traffic. This means we don’t survey every visitor, but instead we’ll meter your allowed survey sends smartly across the whole billing period.
Next up is the Link platform—the most flexible of all distribution platforms.
The Link platform generates exactly that: a link to a survey! You can send the link directly to respondents via your own email platform, add the link to your website, or even grab the link’s QR code and add it to web pages, social media, mailers, or receipts.
Link surveys are anonymous by design, so you won’t know who filled out your survey unless you ask them to provide that information in an additional question.
You also have the option of passing properties using links, which we’ll talk more about in module 6. All about Properties and Alerts.
To create a link, navigate to the Platforms page and choose “Set up” in the Link platform tile. You will then pass through the normal steps of creating and customizing your survey. At the end of the customization process, you’ll be taken to a “This is your link” page, where a unique URL is generated. Simply copy and paste the URL anywhere you need it. 
The link never changes, no matter how often you edit your survey. Should you need them, you can also grab separate URLs for each specific scale point for your chosen survey type: two for Thumbs, eleven for NPS, for example.  
To test a Link survey, paste the link into your browser and answer the survey yourself. It's best to use a fresh browser or to go incognito when testing. This helps avoid cookie-related issues or the potential of accidentally overwriting a previous response.
To download a QR code, simply choose your desired file type — PNG or SVG — from the settings page, and voila.
Now onto Kiosks.
Delighted Kiosks allow you to collect point-of-service feedback in real-time from a tablet or other mobile device. Using the Delighted Kiosk app, you can carry the survey with you to the field or place kiosks in multiple physical locations; such as a flagship location and its satellite locations around the globe. The Kiosk App resets survey questions after 10 seconds of inactivity, so your unmanned kiosks will stay at-the-ready for the next customer. 
To deploy Kiosk surveys, download the Delighted Kiosk app onto your tablets and mobile devices. To pull up your Kiosk survey on your new devices, navigate to the appropriate Kiosk settings from the Platform selection page and scan the QR code (or type in the alternative survey number). And you’re all set!
Finally, we have an iOS SDK.
Delighted’s Software Development Kit allows you to survey users by unlocking contextual feedback within your mobile app. The Delighted SDK is fully native with support for Swift and Objective-C, providing broad compatibility and a fully native interface. 
SDK surveys can be configured, updated, and analyzed with minimal engineering help. You’ll be able to preview an SDK survey on your mobile device without having to add any code! To this point, you can customize the questions, colors, logos, and styles, all from within your Delighted project. 
Share our SDK guide with your development team. It contains resources such as: Code Libraries, documentation for developers, Tutorials, Code samples, and Debugging tools. (Check out the related links in the Show Notes.)
And on that technical note, that’s Video 4 done and dusted.  We hope you’ll jump onboard for our next Core training video 5: All about Survey Customization. Until then, thanks for watching.

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