Module 6: All About Properties
In this Module:
- What are properties?
- Passing properties via the Email and SMS platforms
- Filtering your data by properties
- Editing properties
- Passing properties via other platforms
- Module 6 quiz
- Video transcript
- Quiz answers
What are properties?
Properties are the pieces of data associated with your survey responses that go beyond just the respondent’s score and answers to each question. They help enrich your survey data by providing context to responses, like what that customer bought before they were sent a post-purchase survey, or what customer service representative they worked with before being sent a post-support survey!
In this video, we’ll review:
- What properties are
- How to view properties in Delighted
- Which properties are captured automatically with every survey response
Prefer to read along? Check out the transcript from this video below.
Passing properties via the Email and SMS platforms
Rather than being tied to a person or contact record, properties in Delighted are only associated with responses. This means that every time you survey someone, you’ll need to pass over any properties that you want to be able to segment with. Luckily, there is nothing extra you need to do to let Delighted know which properties you plan to capture—you can simply pass them over, and rest assured that they will immediately be available as filters in your account!
Passing properties is done differently depending on which distribution platform you’re sending through, so in this module, we’ll dive into the strategies for each, starting with the simplest to visualize: Email and SMS.
If you’re importing or pasting a list of recipients on the survey people page to manually send, simply include the properties you want to pass as columns. The name of the column should be the name of the property, and each row should hold the values you want associated with that property for each response.
For example, you may have noticed the Collection and Purchase Experience properties in our Demo Dashboard. How did these properties get added? By scheduling those surveys with a CSV file like this one:
The only required column names for Email and SMS surveys are ‘Email’ and ‘Phone Number.’ You can title other columns as you wish, but without an ‘Email’ column, we won’t recognize email addresses, and the same goes for phone numbers.
You get to choose all other property names, like Hem & Stitch did with their Collection and Purchase Experience properties. There is nothing sacred about these names. It’s just what they came up with at the time—but they are clearly understood. Collection refers to two variables, either the Men’s or Women’s collections. Purchase Experience has three property selection options; the online website, the company’s mobile app, or the traditional retail outlet.
Filtering your data by properties
There are three types of filters available from your Delighted Dashboard. These filters can be used alone or combined to capture in-depth segments of your customers and response data. They include:
The filter buttons live along the left hand side of your Dashboard. Clicking these buttons will automatically filter your responses to match the criteria you've selected. For example, if you click on the "promoters" filter, every response displayed will be a score of a 9 or a 10, the NPS score displayed will be a 100, and the smileys bar will be fully green.
The filter options are:
- Filter by score group
- Filter by comment (with or without)
- Filter by tags
- Filter by any of the properties being captured
- Filter by any Additional Responses
All of the properties that you send with each survey request, as well as the ones that Delighted captures automatically, will be available as filters in this section. Don't see the one you want? Simply click "+ Add a new filter" at the bottom of the list to see all of the Property filters available, and to add them to your Dashboard.
To filter by Additional Responses, click the "+ Add a new filter" button at the bottom of the filter list and select the Additional Question you want to filter by. Free response Additional Questions will not be available as a filter, but all other question types will filter!
Combining multiple filter buttons
To combine multiple filters, apply the first filter by clicking on the desired filter button, hover over that filter, and clicking on the pin icon. You can now select another filter and repeat this process with as many filters as you'd like to apply.
Removing and rearranging filter buttons
To remove a filter, click on the filter title, and then choose the 'x' button on the right side of the filter. If you remove a filter accidentally, don't worry! You can always add it back with the "+ Add a filter" button. Removing a filter won't affect any of the data—it's not the same as deleting a property—it will just free up the space along the left side of your Dashboard!
To rearrange filters, click on a filter title, and drag and drop it in a new order along the left side of the Dashboard.
Excluding filter values
Currently, the best way to exclude a specific value from your search is to select all values other than the one you want to exclude.
Refine your comments by searching for specific keywords. Simply head to the search field, enter a keyword, and the responses will be updated to match your keyword.
Root words and specific phrases
By default, Delighted will search using the root word of your search term. For example, searching the word “jean” will return responses that include the word “jeans” or “bluejeans,” and searching for “return” will give you responses that use “returned” or “returning.”
If you’d like to search for a specific phrase, be sure to use quotes around the text (ex. “support team”, “product quality”, etc.)
Looking to layer in multiple keywords? You can add connectors between words to clarify your search (ex. "quality AND fit" or "jean OR denim"). Capitalize these connectors!
You can use the symbol “-” or the word NOT ahead of any word to filter only to responses that don’t include that keyword (ex .“-dress” and "NOT dress" will return all responses that don’t include the word dress, while “clothing -dress” will return all responses that mention clothing but do not mention dresses).
Using Delighted's date filter, you can select from a number of preset ranges (like last week, last quarter, etc.) or set your own custom time range for filtering responses. Simply click the calendar icon, choose your time frame, and your Dashboard will be filtered.
Filtering your Dashboard by date will filter based on when the response was submitted, not based on when the survey was originally sent. This is different than the Metrics tab, which reports on engagement data based on when you schedule your surveys.
If you've passed a property value that has a typo, or that you otherwise want to change, you can always edit the properties associated with an individual response. You are essentially editing the conversation, perhaps to better reflect what the person meant to say, but a typo got in their way. Properties passed to Delighted are edited from the Permalink page.
To edit a property’s value:
- From the Dashboard, Click on the timestamp to the right of the response to be edited to head to the Permalink page
- Scroll down to the "Properties" table
- Click the pencil icon next to the property to be edited
- Enter the new value
- Click "Save changes"
Editing a property value from the Permalink page only edits the value for that individual response. There is no global action possible that could corrupt another response accidentally.
If you mistakenly pass a property in your survey that needs to be updated (say the property name has a typo or needs to be merged with another property), you can reach out to our Concierge team for help fixing that. It’s tricky business to avoid any possible data corruption, but it is fixable by a Customer Concierge specialist.
Properties that Delighted captures automatically, such as the Delighted Source or the Delighted Browser, can’t be edited.
Passing properties via other platforms
As we mentioned earlier, each platform handles properties in a little different way than our initial Email and SMS examples. Don’t worry! They’re all simple, so you can pass as many properties as you’d like no matter which platform you use.
- Passing properties via the API and integrations
- Passing properties via the Web and SDK platforms
- Passing properties via the Kiosk platform
- Passing properties via the Link platform
Passing properties via the API and integrations
If you’re triggering Email or SMS surveys via our API, you can include those properties in the properties parameter when making your API call.
If you’re triggering email surveys via one of our Integrations, there are specific properties that are automatically passed and captured based on the integration you’re using. It’s not possible to send your own properties when using one of our native integrations.
Passing properties via the Web and SDK platforms
If you’re using the web or iOS SDK platforms, passing properties will require a bit of code.
Similarly, you can include properties in the code for the iOS SDK. Again, most users capture these property values using variables to dynamically update the values for each respondent.
Below is an example capturing orderID and Shipping Method via the web platform:
Passing properties via the Kiosk platform
If you’re using the Kiosk platform, then each Kiosk can be created with associated properties. These property values will be associated with every single response that comes in through that Kiosk. For example, you might have one Kiosk for your downtown store with property name “Location” and property value “Downtown,” (see image below) and another kiosk for your flagship store with property name “Location” set to property value “Flagship.”
To add properties to a Kiosk:
- Click the Survey people button to open the platforms page
- Click the Adjust settings button under the Kiosk platform
- Click “Settings” next to the kiosk you’d like to adjust
- Scroll down and choose “Add a property”
- Add in the property name and property value
- Click “Save”
- Repeat for any remaining Kiosks you’d like to adjust!
Passing properties via the Link platform
If you’re using the Link platform, there are two ways to pass properties.
Similar to the Kiosk platform, you can attach a property value to the link itself, which means that every single response that comes in will have that property value. Not super helpful for segmenting between Link responses, but potentially helpful if you’re using multiple distribution platforms.
The second way to capture properties using the Link platform is to append them to the end of the Link using query strings. You can either append static values or variables, which would allow you to use one link that dynamically updates for each respondent. This is definitely the most popular way to pass properties!
Check out this video to learn the details about passing properties via the Link platform.
Keep in mind that the Link platform is anonymous by default (like many other Delighted platforms), so if you don’t capture any property information (or use the Additional Questions that ask for name and email), you won’t know who filled out each survey.
Module 6 practice quiz
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.
Hey there, and welcome to Module 6 of the Delighted Core Certification. This is Ellie from the Customer Concierge team, and in this short introductory video, we’ll be reviewing:
- What properties are,
- How to view properties in Delighted, and
- Which properties are captured automatically with every survey response
After watching this video, you’ll return to the module to learn the rest of the details you need to know about people and properties in Delighted.
So, what are properties?
You can think of properties as bits of data that you know about your respondents and that you pass over to Delighted. Properties are sometimes referred to as data, embedded data, or metadata, but they all mean the same thing—pieces of information!
Why are these pieces of information helpful?
Well, when you look at your survey responses, you’re learning from your customers. They’re telling you how they feel—otherwise known as experience data. However, you might already know other information about your respondents, like whether or not they’ve made a purchase or subscribed to your product, or who they’ve interacted with in the past. This data is also known as operational data. Both types of data are useful, but they’re even more powerful when put together.
By passing properties to Delighted, you can see both your experience data and your operational data in one place, which helps you answer questions like:
- Are people more loyal to our brand if they’re first-time customers or returning customers?
- Do more senior support team members have higher customer effort scores than more junior ones?
- Are employees from the engineering department more satisfied with their managers than in other departments?
Some example of properties that you might want to pass to Delighted include:
- Contact details, like name and email address
- Order details, like order number and order total
- Customer types, such as buyer, seller, or consultant
- Subscription status or length of time as customer
- … and more!
We recommend passing every bit of information that you might want to filter your Dashboard data by later on. There is no limit to the number of properties you can add, so don’t hold back!
Now we know what properties are. So how can I see what properties I’ve passed to Delighted? There are three ways to see properties you’ve passed to Delighted—in the Dashboard, on the survey response, and on the survey request event.
The first way to see properties that have been passed is to head to your Delighted Dashboard. Along the left-hand side, the properties that have already been added or used as filters will be listed. You can also click “Add a new filter” to see other properties that have been captured. In this case, we can see that the only other property is Delighted Source.
The second way to see properties is on the survey response itself. When a response flows into your Dashboard, you can click on the timestamp to the right of the response to see more details about it. This includes the properties that are associated with that response. For example, in our demo Dashboard, you can see that the properties that were collected include Collection—in this case, the Women’s collection, and the Purchase Experience, in this case the Retail store.
Knowing these two properties can help Hem & Stitch understand at a macro level whether they have better experiences in the retail store versus in their mobile app, and whether customers are more satisfied with the men’s or women’s collection.
Finally, the last way to see properties is on the survey request. This allows you to see which properties were passed when sending out a survey, even if the customer did not respond.
To see properties associated with a survey request, head to the People tab and click on or search for a particular customer’s email address. Choose the Activity tab to see the history of every interaction you’ve had with this person through Delighted. Choose the Survey scheduled event to see more details about the survey that was sent out—including any properties that were passed!
In general, the properties that are captured with each response are the ones that you send to Delighted when scheduling or sending out surveys. Otherwise, how would we know anything about that respondent?
However, there are a couple of properties that are captured automatically with every response. You can identify these in your account as the ones that start with the word “Delighted”—such as Delighted Browser, Delighted Source, or Delighted Page URL. These properties are helpful for troubleshooting or identifying how a respondent actually accessed the survey!
Now you know the basics about properties—what they are, how to view them in Delighted, and which ones are captured automatically. Return to Module 6 to continue learning about properties in Delighted!