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 penultimate 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 in a CRM someplace.
Here’s a short list of O-data properties that you may consider adding to a project:
- Contact details (like names, email addresses, and phone numbers)
- Purchase details (including order numbers or lifetime value calculations)
- Customer type (such as buyer, seller, partner, or consultant)
- Demographic properties including gender, language, or age
- Interactions with specific team members, say from the sales or customer success teams (like ticket numbers)
The list can go on and on and on…
O-data is passed quite easily to Delighted in the form of—wait for it—predefined properties. And, there is no limit to the number of O-data 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 This makes it easy to send new information with each survey—you never have to worry about your O-data being out-of-date!
Additionally, your O-data will be associated with your survey requests as soon as they’re sent out. This means that incoming responses can be filtered by these very properties immediately.
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?
- Will our CSAT scores improve after the implementation of a new training program?
- Which improvements to our employee benefits will lead to a healthier eNPS?
- Was our buttercream cupcake fundraiser a hit (or should we have found a healthier option)?
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. (This is both simple and clever to be sure.) 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 like.
Consider your variables carefully as well—and use them consistently. For Hem & Stitch, the “Collection" property contains two variables: “Men’s” and “Women’s.”
"Purchase Experience" has three variables: “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 if you go in that direction.)
How can you know if it's all working properly?
As new Comment 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 properly.)
But let’s dig further. A Comment tile is packed with supplementary details, such as a respondent’s name and their email address—which you can click, by-the-way, 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.)
Comment 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 that specific response. Let’s take a look.
To open a Permalink page, click the Timestamp icon in the upper-right corner of a Comment tile.
This timestamp 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, along with all the other records meeting the same criteria.
Permalink pages are endlessly fascinating. We call them Permalink pages because every response is referenced by a unique URL which you can copy and send to other team members, enabling them to investigate for themselves. And did you know that you can edit the contents of the Permalink page, and even add your own notes to individual records? You can also update the properties here too!
One last thing: What if you see Person (12345678910) instead of a name on a Permalink page or Comment tile? It just means that the data was collected anonymously, by a Link, Web, SDK, or Kiosk platform. Those records matter too, so each response is given a unique identifier so they can be filtered, and compiled for reports, trends and more.
To help you learn more, we’ve put a link in the Show Notes called Editing properties on the Permalink Page. We also have an expanded article in the Help center called The Permalink page that you can plunge into.
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.
Delighted’s Special Properties are unique property fields that will let you personalize your surveys—fine-tuning the content to keep it super relevant to each respondent.
Special properties go a bit beyond Core training, but you should know a bit about them in case you need to give them a go. Here’s a quick example of how they work.
Special Properties look exactly like the normal properties we’ve been talking about—just with specific, assigned names. Other than that, they don’t look any different than other properties.
One special property is called “Delighted Email Subject" which personalizes the subject line for the survey email based on the prior O-data actions (or events) of the people being surveyed. For example, Ellie bought a London Trench coat, Richard a Classic Oxford shirt, and George a Vintage Tee from Hem & Stitch. Simply add this column to your CSV file and then upload again. The special property will then be added in. Delighted will offer a small purple badge on the review page to confirm this Special Property has been recognized.
By customizing the Subject line, you’ll gather more attention from your panel and gather more targeted responses too. (How special is that?)
Okay, we are well into a swirling current here, 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 that you are seeking
- Open the record to reveal a person's complete “Response History”
A 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 the record.
Here 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.
You now know the basics about properties—what they are, how to add them to an email campaign, where to view them in Delighted, and which ones are captured automatically.
Now, 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 took a first step toward alerts by filtering O-data properties and creating a Trend.
Remember? We filtered "Dissatisfied" CSAT responses for properties tied to “Retail store” sales from the "Women's" collection? (Who can possibly forget all of that!)
And, after all that careful pinning and clicking, we created a Trend named the “Women's Collection”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:
1. Click the "Integrations" tab
2. Choose “Alerts”
3. 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. So lots of options here.)
4. Enter the email address of the person to be alerted. In this case it’s Alpha@hemandstitch.com
5. Before continuing, it's smart to send a test email to check things out.
6. Lastly, 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 this platform you've integrated with—such as Salesforce, for example. To learn more about integrations, check out the Show Notes for a link to section 8. Integrating with Other Applications in the Help Center.
We hope this video convinced you of the power of including high-value O-data properties to your surveys. Check out the Show Notes for more information on how properties are set up for each of the platforms that you’ll be using in your distribution mix.
Before signing off, we hope you’ll join us for the very last video in the Core Training series where we’ll cover some miscellaneous, but important, topics that didn't quite make it into the previous videos.
See you then!