Module 6: All about properties and alerts

In this module:

  • Properties overview.
  • Passing properties via the Email platform.
  • Viewing properties on the Dashboard.
  • Properties defined by Delighted.
  • Special properties.
  • Viewing properties on the People tab.

And a bit of help:

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Module 6 video

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Module 6 practice quiz

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

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Show Notes № 6

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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 Module 6 video can be seen below.

Hi again! This is Ellie with Module 6, the final video in our Core training series. 
This time around we’ll be explaining properties—and then we'll put them to good use by creating actionable Alerts before wrapping things up!
So, what are properties?
Survey respondents tell you how they feel—often in no uncertain terms!  In today’s survey jargon, this feedback is called eXperience data or X-data for short. But to gain more insight, let’s give this incoming X-data context by adding properties to the results. 
Properties are those bits of information that you already know about your panel members well before you ever send them a survey.  This type of data is called operational data or O-data—and you probably have a lot of O-data lying around.  
Here’s a short list of O-data properties that you may consider adding to a project: contact details, purchase details, customer type, demographic properties, and interactions with specific team members, say from the sales or customer success teams.
The list can go on and on and on.
O-data is passed quite easily to Delighted in the form of—wait for it—properties.  And, there is no limit to the number of properties you can add to a project.  So, returning to our train metaphor from video 2 for a second, load your properties up! As many as you like. There is no reason to hold back!
Importantly, properties are attached to survey requests, not to people. This makes it easy to send new information with each survey—you never have to worry about your O-data being out-of-date!
Grounding your research in both O- and X-data will enhance your ability to identify trends and answer questions like:
Which sales channels generate the most problematic CES responses: Retail store, Mobile app, or Website? 
Will our NPS loyalty metric go up after the release of our new product line?
Which improvements to our employee benefits will lead to a healthier eNPS?
Properties can be passed to Delighted no matter which platform you use to distribute your surveys — email, link, kiosk, web, you name it. In fact, some distributions, and even certain integrations, can capture some insightful properties automatically! 
In this segment, we’ll show you how to pass properties to Delighted showcasing the easiest platform to visualize, Email.
As you import a panel of recipients into Delighted, simply include their properties as separate columns in your CSV or Excel file. (Yep, that's all there is to it!) 
For example: How did the “Collection” and ‘Purchase Experience” properties find their way into our demo Dashboard? The answer is simple—by uploading these two properties in a CSV-spreadsheet file like this one:
The property names you see in header row 1 (“Collection” and “Purchase Experience”), will now appear in the filtering panel on the Dashboard. Plus, each row contains the values associated with that property adjacent to a customer’s email address.
The only required column names shown in this CSV upload are "Name" and “Email.” Other than that, invent any property name you’d like. 
Consider your variables carefully as well—and use them consistently.  For Hem & Stitch, the “Collection" property contains two potential values: “Men’s” and “Women’s.”
"Purchase Experience" has three values: “Website,” “Mobile app,” and “Retail store.” 
Keep in mind! Passing properties to Delighted is accomplished differently depending on which distribution platform you are using.  
We've provided links in the Show Notes to help you nail down each platform. (For example, there is a widely viewed video on how to pass properties using the Link platform that you'll certainly want to take a look at).
How can you know if it's all working properly? 
As new Response tiles start populating your dashboard, the new property names will start showing up in the filtering panel on the left-hand side of your Dashboard. (That's a solid sign that the O-data properties are populating correctly.)
But let’s dig further.  A Response tile is packed with supplementary details, such as a respondent’s name and their email address—which you can click and start an email thread with that contact. Both the name and email address originate from the same CSV file containing your properties. (Another good sign.  But there’s more.)
Response tiles are also your gateway to Delighted’s complete response records called Permalink pages. Each of these pages contain a list of all the properties related to a specific response. Let’s take a look. 
To open a Permalink page, click on the Response tile.
This will open the Permalink page for this respondent, where you can review the full details around their specific reply.  As you scroll down, two properties reveal that this respondent purchased from the  "Men's collection" with the "Mobile app." When you go back to your Dashboard and filter by either of these two properties, this record is certain to appear.
Permalink pages are endlessly fascinating. We call them Permalink pages because every response is referenced by a unique URL (or link) which you can copy and send to other team members, enabling them to evaluate the response for themselves.  And did you know that you can edit the response, and even add your own notes to individual records? You can also update the properties here as well!
One last thing:  What if you see Person and then a number instead of a name on a Permalink page or Response tile?  It just means that the data was collected anonymously, by a Link, Web, SDK, or Kiosk platform. These records matter too, so each response is given a unique identifier so they can be filtered, and compiled for reports, trends and more. 
Also visible on Permalink pages are a few additional properties that Delighted captures automatically with every response.
These properties always start with the word “Delighted,” such as “Delighted Browser,” “Delighted Source,” or “Delighted Page URL.” These properties are useful when identifying how a respondent accessed the survey. 
Also available are Delighted’s Special Properties—unique property fields that will let you personalize your surveys dynamically, fine-tuning the content to keep it super relevant to each respondent.
Special Properties look exactly like the normal properties we’ve been talking about—just with specific, assigned names. Special properties can customize things like the Email Subject line, Intro message, and even the primary question itself.
Special properties go a bit beyond Core training, so we’ll default to the Help Center article aptly called Special Properties. There is a link in the Show Notes. 
Let’s look at another important place to see properties in action—the People tab. On the People tab, you’ll see a list of everyone you’ve ever added to Delighted. This is also where you can delete a person permanently—usually to fulfill GDPR requests!
To view all the people you've surveyed, click the “People” tab and open the People page, search an email address to reveal a specific record or scroll down the alphabetical listing to the respondent you’re seeking, and open the record to reveal a person's complete “Response History.”
The Response History page details every interaction a person has ever had with the current survey project. If you have surveyed someone 10 times, then all 10 interactions will be in this record. 
You can also find a list of the Survey Request Events for each and every panel member. By opening a survey request, you can see which properties are being passed to this person as the requested surveys are sent out. Even if this recipient doesn't respond at all, you’ll still have a record of your attempted effort to reach out! 
To see the properties associated with a typical survey request, choose the “Activity” tab, and open the Scheduled Survey Event and, to no surprise, there they are!
We placed a link in the Show Notes that dives into more detail about The People Tab and The Response History page.
Script
You now know the basics about properties. Let’s put them into action by showing you how properties can notify you and your team when the X- and O-data combine to bring important things to light. 
In Module 3 we created a Trend by filtering "Dissatisfied" CSAT responses for properties tied to “Retail store” sales from the "Women's" collection.
After all that careful pinning, we finalized the Trend by clicking "Create  a trend with these results."
Let's take another big step and introduce Alpha, the Product Manager for the Women's collection at Hem & Stitch.  
Alpha wants to be alerted the instant a response arrives matching the properties defined in the “Women's Collection” trend! (Let’s make this happen.)
To set up this Alert for Alpha, click the "Integrations" tab, choose “Alerts." In the dropdown, specify the conditions for the Alert. (We’ll scroll down to the “Women’s Collection” trend and make it the condition that triggers the Alert. Notice that you can also trigger by scale point, tags, and filters.  Lots of options here.) Enter the email address of the person to be alerted. In this case it’s Alpha@hemandstitch.com. Before continuing, it's smart to send a test email to check things out. Then, click “Save changes.”
From here on in, any response matching the properties filtered by the “Women’s Collection” trend will trigger an alert to Alpha, automatically! To alert the entire team, repeat the process and add additional email addresses to the list.
Here's one more important step that can make Alpha’s team (and perhaps your team too) very happy. This same Trend can be used to trigger notifications from integrations—like Slack—so feedback can flow seamlessly from Delighted into the systems your team relies upon for its minute-to-minute interactions.
Some integrations can work in both directions. If you send surveys out via an integration, Delighted can automatically capture a predefined list of properties from the platform you've integrated with—such as Salesforce, for example.  To learn more about integrations, check out  the Show Notes for a link to the Integrations section in the Help Center.
We hope this module convinced you of the power of including properties in your survey requests. Now that Core Certification is complete, you can head off into the sunset, confident in your skills as a Delighted CX expert!
Happy surveying!

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