Module 5: All about customization
In this module:
- Using your customization tools.
- Changing the project name.
- Customizing other platforms.
And a bit of help:
Module 5 video
Prefer to read along?
Click CC to enable captions in YouTube or read the full transcript below.
Module 5 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 5
- Click here to review the quiz answers
Show Notes № 5
- Translating your survey from the Help Center
- If you haven’t already, create your own Delighted account at delighted.com/signup
- Check out the full customization section in the Help Center: Survey Customization
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.
Hello! Ellie here with the fifth module in the Core Certification learning series. We are about to go all in on editing surveys.
When you create a new project, Delighted will automatically customize your survey using a standard template. All you need to do is enter a brand or product name and you can start sending your surveys immediately—it's as easy as that!
However, the standard template likely won’t match your brand’s color scheme, it certainly won’t include your logo, and you may have more questions that you want to ask! Delighted’s survey edit tools will help you make everything look just right.
By way of illustration, we’ll customize a 5-star survey. Follow along in your own Delighted account if you’d like! We walked through project creation in Module 3, so jump back if you want to review.
For an existing project, we’ll start by clicking the “Edit and send” button to reopen the platforms page. There are two alternatives:
To customize a new platform, click the “Set up” button under the platform’s tile.
To customize an active platform, click the pencil icon in the corner of the platform tile (or, for email, choose the gear icon, then “Edit survey”).
As you make edits, observe how your changes will look on a mobile device by clicking the “Mobile preview” tab. Click the “Desktop preview” tab to return back to the desktop and laptop views.
Along the sidebar you’ll see the customization panel, with these four sections: Branding, Metric question, Intro message and translation, and Comment question.
Along the top of the page, you’ll also see tabs for editing your Additional questions and Thank you page.
Now, let’s get back to the primary questions edit options.
Script
The first section is Branding, or the Look & Feel of your survey.
The first thing to 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. This field is required. You’ll get a quick reminder if you forget to fill it in.
In our example, Delighted wants to survey customers who recently installed the Shopify integration, so we’ll enter “The Delighted Shopify Integration” in the Brand/product name box.
As soon as we change the name, this phrase will appear in two separate places: at the top of the survey and in the metric 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” at the top 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 color selection palettes. For more precision, enter your brand’s corresponding Hex color codes.
Click Metric question to edit the default question text.
We’ll reword our question to specifically target ecommerce users. The question becomes:
"How would you rate your experience installing the Delighted-Shopify integration?”
Next up is the aptly named Intro message and translation section.
An Intro message is a snippet of text that sits above the survey question. Your snippet must be under 300 characters. It’s helpful to add context for your respondents: why are you asking for their feedback, and what can they expect from the survey? For example, let’s use:
“You recently installed our new post-purchase Shopify integration into your store’s order confirmation page. Please answer this 3-minute survey about your experience.”
You also have the option to change the survey language. Translating here will update all of the default text in your survey—in this case, there isn’t much to see since we’ve replaced all the default text! We also offer a custom translation tool where you can build out all of your own translations for multiple languages. Check out the Show Notes for more details on translating your surveys.
Finally, we have the Comment question.
Here, you can adjust the wording of the second question in your survey flow; aka, the open-ended Comment.
Keep in mind that you can use the score variable, shown in the text box, to dynamically update your Comment prompt to reference the selected score.
You can also choose to skip the Comment prompt altogether, in which case we’ll show up to two Additional question answers on the Dashboard tiles instead of comments.
Next up: Additional questions! You can add up to 10 Additional questions to your survey, bring the grand total number of questions to 12.
You can choose to add questions using these very familiar question types: Free response, Scale, Select one option from a list, and Select many options from a list.
Two other Additional Questions types work together and warrant a tad more explanation:
The Email question type captures (or updates) a respondent’s email address, which helps identify anonymous respondents.
As the “Name” suggests, this question captures (or updates) a respondent’s name, which is an important property to gather if you wish to convert, say, anonymous “Person (12345)” into an actual person.
One quick note: Delighted does not provide a “force response” option to compel someone to answer any of the additional questions before moving onto the next.
Now let’s jump into some tips and tricks which should resolve any “additional questions” that have not yet been answered.
Tip 1: Turn on each platform separately
When you set up a new distribution platform, we’ll copy over any active Additional Questions from the Link survey, but we won’t turn them on automatically.
Setting up AQs independently for each distribution option allows you to make modifications based on each platform's uniqueness. For example, the question, “How easy was it to navigate our Website?” may not apply to Email respondents.
Tip 2: Add an option for “Other”
Sometimes someone's answer may not align with the choices you’ve entered into your options. Consider opening things up by adding the “Other” option to the end of your list. This allows a text response alternative, which is bound to give you some unforeseen insights.
Tip 3: Randomize questions and answers
Randomize your multiple choice questions with the “Randomize” option. This technique reduces the effects of first choice answer bias. (Which is a real thing when respondents are in a hurry.)
You can also randomize all of your Additional Questions so each person views your questions in a different order. In high-volume surveys, the technique can help reduce the effects of the dreaded drop-out rate, where later questions are skipped when people leave midway through the survey.
Tip 4: Filter questions by Scale group
You can decide who receives certain questions based upon their choice in the initial score group. This is powerful. For example, with NPS, you can choose between your Promoter, Passive, and Detractor participants when assigning Additional questions. Just click “Who should see this question” and pick the appropriate scale group.
Keep in mind that respondents can always click “Previous question” to go back and change their answers, and then when they come back through the survey, the filtered questions will adjust accordingly.
Tip 5. Click “Save” often!
If you enter or edit a question, and (accidentally or on purpose) click out to another part of Delighted before saving, the changes will vanish. To avoid this mishap, click Update question as you finish up.
But there is one more step you’ll need to take. After editing and saving your list of questions, you must also hit the Save or Turn On button to take all of your edits live to your recipients. Otherwise, your old, sad, mistake-filled questions will linger on and on.
This Save command prevents new questions from going live prematurely, so this extra step is probably a good thing.
The last step of the survey is the Thank you page, which respondents will see after they move through all of your survey questions.
You can edit the Thank you page to be the same for everyone, or customize it based on the score a respondent gave. This can be really helpful for creating separate calls to action for each score group.
No matter your choice, you’ll see the Thank you page header across the top of the page: “Thanks, we really appreciate your feedback.”
You can add an optional Thank you message, as well as a link, which can just appear as a URL or as link text.
Finally, you also have the option to skip the Thank you page. If you choose this option and include a link, we’ll automatically redirect respondents to that URL when they submit the survey, which can be helpful for moving respondents back to your website, for example.
When you set up another platform, we’ll automatically copy over your Link settings for you.
You have the option to make any changes you want to, and then, based on those changes, we’ll ask if you’d like to apply them to your other platforms as well. Your choice! Some people will want every platform’s survey to be the same, while others will keep minor differences between each. If you’re tired of the question, just click “Don’t ask me again for this project.”
One last thing: while the project name is never seen by respondents, only by your team members accessing Delighted, there still may come a day where you’d like to update it!
To do that, open the Projects menu, locate the “Settings” gear next to your project’s name, click the gear to open the “Edit Project” window, and change the name—perhaps to something that has a better ring to it!
That’s Module 5 all done! We hope you’ll stick around for the final module up next: All about properties and Alerts.