Creating and Managing CX Projects

Creating new CX Projects — quickly!

High-value survey campaigns have never been easier to create, manage, and analyze.

CX survey campaigns are organized into Projects. Create and launch a project in 7 simple steps — in under 7 minutes. Happy surveying!

1	Click “Create a new project”	If this is your first project, you'll skip this step
2	Pick your Primary metric question	Choose from NPS, CSAT, 5-Star, CES, PMF, eNPS, Thumbs, or Smilies and more If you select Start from Scratch, you'll jump to the ever fast and flexible Delighted Surveys
3	Choose a Distribution platform	Pick from Email, Web, Link, Kiosk, Mobile SDK, Embed to start Add multiple distribution methods later if you wish
4	Add your Branding	Change color scheme, button style, and logo Alter your Metric question, Email settings, Intro message, Translation, Comment question Click "Next: Additional questions" to advance
5	Include Additional questions	Additional questions are optional Include up to 10 new questions Click "Next: Thank you page" to advance
6	Adjust your Thank you page	Editing your Thank you message is optional Click "Save Changes" to advance
7	Finalize your distribution platform(s)	Finalizing varies based on the distribution platform(s) you've selected — Email, Web, Link, Kiosk, Mobile SDK, and Embed Share your CX survey far and wide!

Previewing and testing your CX survey projects

Each platform ( Email, Web, Kiosk, Link, SDK) needs separate testing — particularly if you've added any Additional questions to your questionnaire. To see how its done, click your selected distribution platform(s) from this list:

Adding Additional questions to your survey projects

Delighted CX allows up to 10 Additional questions to be added to each platform's survey. Learn all the details by reading the Additional questions page in this Help Center.

View our Additional questions video

View how easy it is to add Additional questions to your projects by viewing this excerpt from our Core training video series for Delighted CX.

Note: The "Survey people" button is now "Edit and Send!"

Renaming CX projects

To rename your projects in the Edit Project window:

1: Open the "Projects" dropdown menu → seen at the top of your Dashboard
2: Click the settings “Gear” → appearing next to a project's name
3: Click inside the “Project name” box → in the Edit project window
4: Enter the new name → ex. "My NPS project"
5: Click “Save changes”; Respondents will not see the name
Your respondents never see the project's name. The name you invent is for internal use and will appear in the dropdown menu. A clearly identifiable name is extremely handy if you have a team working on a survey or if you have multiple CX projects in your account.

Deleting Projects

To delete or remove projects from your account:

1: Open the "Projects" dropdown menu
2: Choose the “Gear” icon → to the right of the Project's name
3: Choose “Delete this project” → at the bottom of the Edit Project window
4: Verify your decision by clicking “Delete this project”; One chance to undo!
Delighted CX will give you a chance to “Undo” the action if you change your mind. But if you click “X” and close the notification bar, the deletion is permanent and cannot be undone.

When to modify, reuse, or delete an existing CX project

As this decision matrix suggests, you may not need to create a new project if you can modify or reuse an existing one.

Modify if . . .	Delete if . . .
You are asking the same basic question, just to a new group or demographic	You need to change the CX metric question type — or use a new CX project altogether
You are running a relational NPS, CSAT, or similar survey and it's time to send again	You want to survey a new touchpoint in the customer journey — and you wish to separate any new data from previous feedback

Edits and modifications can include, but are not limited to:

Renaming a CX project
Adding or editing distribution platforms
Adding or editing Additional questions
Altering a project's customizations, including its question text

Importantly, one thing you can’t do is substitute a survey's initial question type or methodology (say from NPS to CSAT). Doing so would throw your metrics into a tizzy. Essentially, your validity and reliability would be compromised. Ergo, if you need to change the question type, delete the project and create a new survey from scratch.

Only Admins can create and delete CX projects

Only Admins have permission to add or remove projects from an organization’s account. For security reasons, assigning user roles to team members (like Admin, Standard or Limited) is a good idea. User roles set the guardrails around who can change critical settings and attributes. Learn everything Admins can do in our video-based Admin training and certification program for Delighted CX.

If you are creating a Free account, you are automatically an Admin, so create away!

Exporting and saving data before deleting

When it's necessary to delete a CX project, first Export your data and store it in a safe place. (Once deleted, a project's data can't be recovered!)

When exporting, select from these three options:

1	Survey responses	Download all, or a portion of your responses as segmented by data range
2	Survey responses	Isolate just your sent survey data by date range and/or by whatever platforms you are using. (In our example, both the Link and Email platforms have collected responses
3	Scheduled surveys	Download just a list of surveys yet to be sent within a date range

To export all or part of your data:

1: Select “Export data” → located in the bottom-left corner of your Dashboard
2: Pick either “Survey responses,” "Sent surveys,” or “Scheduled surveys” as explained above
3: Optional: Select a date range → ex. Last week
4: Click “Export to CSV” to download the data you selected to your computer