Module 5: All About Survey Customization

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In this Module:

  • Basic survey customization
  • Additional Questions
  • Thank you pages

You can watch this video directly on YouTube here.

Module 5 practice quiz

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If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.

Welcome to the next video in our series. I’m Ellie with the Delighted Customer Concierge Team.

Customizing Delighted surveys happens in three steps, and is tied to an individual distribution platform. For example, you might customize your web survey to look slightly different than your kiosk survey! In this module, we'll learn all about survey customization, including how to make changes to your survey’s overall look and feel, how to add Additional Questions, and how to customize the Thank you page.

As you first open the customization section for any platform, you’ll see that Delighted has created a “default” survey from a template where all you need to do is enter your brand or product name and then send your survey. But let's admit it: the default survey may not match the look and feel of your brand or precisely connect with your target audience. With just a few quick clicks, you can craft a more refined, inviting, and impactful survey.

To start, we’ll jump into our Demo account again. As before, you can join in by typing into your browser. As the demo opens, you’ll see the Delighted Dashboard. By way of example, we’ll demonstrate how to customize the email platform for an NPS survey. If you can customize one platform and survey type, you’ll instantly know how to customize other surveys as well, like CES, 5-star, and CSAT, or Web, Kiosk, and Link. To open the NPS Dashboard, click the Projects Menu and choose NPS from the demo’s drop-down list.
Step 1: Customizing look and feel
The first step in customizing your survey is to adjust the general look and feel. This includes customizing the colors and branding that will be used throughout the survey flow, as well as making any desired adjustments to the first survey question and the follow-up comment page.

To access survey customization, click the Survey People button seen in the top right-hand corner of your Dashboard. This opens the platform page, where you’ll see a tile for each of our distribution platforms.

If you’d like to customize the look and feel for a platform you’ve never set up before, click the Set up button under the platform’s tile. If you’d like to adjust the customization for a platform that has previously been set up, click on the gear icon in that platform tile, and choose “Customize appearance.”

Right now, we're modifying an NPS question with its traditional 0-10 point scale. Along the sidebar you’ll see the customization sections, including Basic, Question, Email, Advanced, and Comment page. Each section opens with a click.

As you work, you will want to view the impact of your changes for both desktop and mobile devices. Take a peek at both views by clicking the Mobile preview tab to see what the survey looks like when it's running on a smartphone or tablet. Click the Desktop preview tab to view how the survey will appear on a desktop or laptop.

We’ll start by making adjustments in the Basic customization section. The first thing you can change is the Brand/product name. This can be your organization's name or the name of a product or service that you're researching. In our scenario, Hem & Stitch wants to survey customers who purchased items from its top-selling Women's Collection, so we’ll enter The Women's Collection in the Brand/product name box.

As soon as we change the name to “The Women's Collection,” this phrase will appear in four separate places: in the email From address, in the Subject line of the email, in the title bar portion of the survey, and in the all-important question itself. Replacing a survey’s title with a product image or a logo is as easy as clicking the Update logo button and uploading your image in either a PNG, JPG or GIF format. Browse to the image, select it, then click Open. Your image will be resized to render on any device — computer, tablet, or smartphone. Notice that the image replaces the Brand/product name in the title of the survey. Next, you can change the default Top bar color and Button text color buttons by clicking the down arrows and choosing new colors from the two color selection palettes. For more precision, enter a corresponding Hex color code.

Click Question customization to reword the default question text. Hem & Stitch reworded their question to focus on the Women’s collection—its biggest seller. The question became, "How likely are you to recommend the Hem & Stitch Women's collection to family and friends?” Notice that the Subject line text changes as well. In this case, the Subject line text is a bit wordy. We’ll show you how to edit the subject line text in the next segment.

Next, we'll open Email customization, which will allow you to alter the: from name, reply to email, and email Subject line. On a side note: you can Send a test email from this section, which is always a smart idea

Let's take them one at a time: First, if you want to change the From name to something like "Your friends at Hem & Stitch” or "The Hem & Stitch Women’s Collection,” enter it in the field. The change shows up in the From box. 

Next, look at the Reply to email. The reply to email becomes important only if someone decides to reply to your survey’s email instead of answering the question and recording a score. It's pretty rare, but it can happen. You may want to use a support inbox address as your reply to email so you don't miss anyone who may reply inadvertently with a concern. 

Now, to the Email Subject line! By default, Delighted pulls your survey question into the subject line. Carefully considered subject lines are very important to the success of any email survey. The best practice is to be clear and concise, draw attention to the significance of the survey, and not — in any way — sound like spam. Rewrite your subject line in the Email subject entry box. In this example, the subject line was changed to, “Do you have a second for a survey from Hem & Stitch?” 

The Email customization section also allows you to Send a test email to yourself and to fellow team members. This is the best way to test your survey. Test results sent from here will not appear as responses in your Dashboard. Emailing the survey to yourself, as if you were a member of your panel, will get you throttled! Throttling is how Delighted protects you from oversampling your customers. (Throttling is a very helpful thing, but not when it happens to you in the middle of the survey development process.)

Next, let’s address the Advanced customization section where you can Change the language settings and enter an Intro message, which is a bit of text that sits above the survey question.  Your intro message must be under 300 characters. Entering something targeted to your audience like, “Please take our simple survey about your recent purchase,” or “Thank you for your interest in our Women’s collection,” usually works. 

You can localize the Survey language to say, Danish, Spanish, or German. If you do, any fixed text in the survey will automatically translate. Text that you have customized is not going to translate at the moment. But, if you revert to the defaults, the default question and related text will be translated into the target language.

Finally, we have the Comment page section. Here, you can adjust the wording of the second question in your survey flow: the open-ended comment. Keep in mind that you can use the score variable, shown in the text box, to dynamically update your comment page to reference the score that was selected. You can also choose to skip the comment page altogether, though we don’t recommend this, because you miss out on all of the good analysis that can be done with verbatim feedback.

Make sure to save your changes, and you’re all set! Your survey’s look and feel is customized.

Step 2: Customizing Additional Questions

After you save, if it’s your first time setting up this platform, you’ll want to follow the rest of the set-up instructions before moving on to the next step in the customization flow: Additional Questions. Feel free to pause here and finish setting up the platform, including any test sends to small groups of customers or colleagues, and then join us again on the platforms page once you’ve got that platform set up.

Once your platform is set up, you can move on to step 2: customizing Additional Questions. This step is totally optional, but it can help you gather more context for your feedback or ask more pointed questions of your respondents!

To open the Additional Questions page, head to the platforms page by clicking Survey people and then choose the gear icon next to your distribution platform. From there, choose “Configure additional questions.”

You can add up to 10 Additional Questions to each survey. The available question types are open-ended, multiple choice, multiple select, scale (like 1-5), and name and email, which will add contact information to an anonymous survey.

All Additional Questions, just like every other step in the survey flow, are optional for respondents. There is no such thing as a required question in a Delighted survey (other than the initial score, of course!)

Each question can be displayed to all respondents, or only to certain respondents based on their answer to the initial CX question. We do not offer display logic based off of other Additional Questions. To change who should see a question, click on “Who should see this question?” when editing an Additional Question.

You can randomize your Additional Questions, as well as your answer choices, and Additional Questions are specific to each platform, so you can add different ones to the link and email surveys, for example.

Once you’re satisfied with your Additional Questions, click “Turn on” to add them to your survey flow. In the future, if you’d like to update your Additional Questions, make sure to publish any changes so they’ll be live in your survey!

Step 3: Customizing the Thank you pages

The last step in customizing your Delighted survey is adjusting the Thank you page. The Thank you page is shown after a respondent answers all of the questions in your survey, and just like Additional Questions, customizing it is optional. However, it can really improve your survey experience to give this last page a personal touch.

To access the Thank you page customization, head back to that platforms page, click the gear icon, and—you guessed it!—click “Customize thank you pages.”

All Delighted Thank you pages start with the same header text: “Thanks, we really appreciate your feedback.” You can send the exact same message for all respondents by selecting Same message for everyone.

To set up unique replies based on the scoring, choose Different messages based on score. Setting up a custom thank you page for each score group allows you to tailor the experience based on the feedback you received. For example, Promoters can be redirected to a page where they can provide public testimonials to a social media channel or leave a review at a site like Trustpilot, thus encouraging them to take an additional step to help reinforce your brand. Passives and detractors, meanwhile, can be directed to your support team, who can reach out to them and set things right before they contribute to negative word-of-mouth.

On every thank you page, you can set the following:

  • The Message: Type in the message you’d like to send. This can be up to 300 characters in length.
  • Link text: We won’t show the full URL or email address. Instead, we’ll hyperlink the text that you provide from this field. Your text can be up to 32 characters in length.
  • Link URL: This is the URL or email to which we’ll direct the recipient when it is clicked. You’ll also have the option to skip the Thank you page, which would take the respondent straight from the last Additional Question or the comment to the link URL.

Save your changes when you’re done setting up the Thank you pages.

And you’re all set! Now you know how to customize every aspect of the Delighted survey flow. If at any time you want to change the customizations that you’ve already set up, just follow the same steps—you can adjust your survey as often as you’d like! We’ll see you soon for the final module.

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