Module 4: All about distribution platforms and their metrics

In this module:

  • Identifying active Delighted platforms:
  • About the Metrics tab.
    • The Email platform, Autopilot, and reminders.
    • The Web platform.
    • The Link platform.
    • The Kiosk platform.
    • The Mobile SDK platform.
    • The Embed platform.

And a bit of help:

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Module 4 video 

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Module 4 practice quiz

FYI: All of the questions on the final exam are taken from the practice quizzes!

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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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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.

Welcome back to Module 4 of the Delighted Core Certification. In this video, we’ll showcase multiple ways to get surveys out to your respondents so results can start flowing into your Dashboard quickly and reliably.
To go hands-on, head to your account or open our Hem & Stitch demo account at demo.delighted.com and follow our clicks!
We’ll start by clicking the “Edit and send” 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,  SDK, and Embed.
To add platforms to your distribution mix, click “Set up” in any of the Platform tiles.
Speaking of which, can you identify which platforms are currently active?
Glancing at the Platforms page for this CSAT campaign, which two are a part of the distribution mix?
That's right! Link and Mobile SDK are in the mix and are currently collecting responses.
Email, Web, Kiosk, and Embed have not been added to this campaign—at least not yet.
How can you tell for sure? 
Platforms that are active have a white button underneath, while those that haven’t been set up have a blue button.
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.
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, 6, or 12 months, depending on which you select.
By default, 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 schedule the first Autopilot send, and then after that surveys will send to everyone on the recurring schedule you’ve selected.
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.
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 recipients 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.
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.
To enable Reminders, click “Edit and Send,” click on the gear icon to the right of the Email platform, choose “Configure Reminders,” and 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.
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.
The link never changes, no matter how often you edit your survey. Should you need them, you can also make more links or 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 on to 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 store 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 device, navigate to the appropriate Kiosk settings page from the Platform selection and scan the QR code (or type in the alternative survey number). And you’re all set! 
Next, we have the mobile SDK, which is available for both iOS and Android.
The SDK allows you to survey users within your mobile app, which can be great for capturing contextual feedback.
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 the code library, documentation for developers, Tutorials, Code samples, and Debugging tools. (Check out the related links in the Show Notes.)
Finally, we have the Embed platform, which allows you to embed the Delighted email survey experience into your own email platforms, like Klaviyo, HubSpot, Mailchimp, and more.
Click “Email for code” under the Embed platform tile to draft and send an email to our Concierge team requesting your code. Speedy quick, we’ll send it back to you, along with instructions for adding the HTML code to your email platform and passing any desired properties or contact information tied to your respondents.
The embed platform utilizes the customization of the email platform, combined with the links from the Link platform, to make surveying possible. It gives you full control of the look and feel of your survey email and of sending out the survey, which many teams love for coordinating with their other myriad of email sends.
And on that note, that’s Module 4 done and dusted.  We hope you’ll jump onboard for our next module: All about Survey Customization. Until then, thanks for watching.

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