CX Customization Basics

In this article:


Suggested next article: Additional Questions

About CX survey customization (& View our Quick Start Video)

Want higher response rates? Customize your CX surveys to match your brand. It's easier than you think and makes your messages more authentic and engaging.

Importantly, CX customization takes place at the platform level (ex. Email, Web, Link, Kiosk, etc.). Luckily, if you can customize one platform, you can customize them all. 

Learn the basics in short order with this video from our Core training.

Skip directly to a specific platform's customization instructions:

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Finding your customization options

To locate your customization options:

Click "Edit and send"
Click the "Gear" icon → in your platform's tile
Choose "Customize appearance"
Don’t see a gear icon?

You will not see your "Gear" icon until after you've set up your platform. Choose “Set up” (ex. on the Email platform tile) and follow the on-screen instructions to run through the initial setup routine.

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What do you want to change?

  Where to go...
You can...
1 Basic customization Modify the Brand or product name, Logo, the Top bar and Button text color schemes
2 Question customization Revise the initial Metric question — (override the wording of the default question)
3 Email customization Change the From name, Reply to email, and Email subject line. Note: Send test emails from this panel
4 Advanced customization Alter the Intro message above the initial question and change the default Language
5 Comment page customization Edit the Comment question prompt — (adjust the open ended question that follows initial Metric question)
6 Thank you page customization Change the Thank you page — (revise the screen that displays after the survey has been submitted). Note: You can use this page for post-survey redirects
7 Additional questions Add, edit, and reorder up to 10 Additional questions. Note: Additional questions are added separately to each platform

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1. Basic customization

Basic customization lets you make the following changes to your CX project:

To make these changes: 

Click “Basic customization”
(Required) Edit the “Brand/product name”  → ex. "The Women's collection"

This required text entry automatically changes the From and Subject line. If you don't like the results, change it later in the Email customization section. 

This text also changes a) the question's title and b) the question itself! If you like, replace the title with a logo or image, as explained in the next step. See how to change your entire question in part 2. Question customization

Click “Update logo” → and add an image

Upload your image in either a PNG, JPG, or GIF file format. (See What format and file size should I use for logos?)

Change out your logo as often as you like. For example:

Notice how CX automatically changes the accent color for the “Top bar” and “Button text” to the dominant color in your logo.
Change the default “Top bar” → and “Button text” colors

Change your accent colors by clicking the down arrows and choosing a new color from the palettes. For more precision, enter your brand’s hex color codes (ex. #EF5F1C). 

And don't forget to Save your changes!

Brand/product name (required)

Changes to the Brand/product name has three effects:

  1. If no logo is added, your brand/product name will also appear at the top of the survey
  2. Whatever you enter into the brand/product name box will alter the default question
    • Adding "Hem & Stitch" will change the default NPS question to, "How likely are you to recommend Hem & Stitch to a friend?" See how to change your entire question in Question customization
  3. Your Brand/product name will alter your From address and the subject line text

Upload a logo or another image to appear directly above the survey question — replacing your brand/product name.

What format and file size should I use for logos or images?

Delighted accepts PNG, JPG, and GIF image file formats.

Generally, upload an image with the largest file size available. We’ll compress it to fit the Delighted format. (Albeit, if you're running into an issue with the logo not loading, try a smaller file size.)

Avoid uploading an image where any side is less than 300 pixels, or that has excessive white space above or below the image. 

Top bar color

To change the color of the survey's top bar, select your color from the color palette or enter a specific hex code. The bar color will be consistent through the entire survey experience — all the way to the Thank you page.

Button text color

To change the color of the text used for the number scale and selection choices, select your color from the color palette or enter a specific hex code. 

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2. Question customization

Reword your question text as needed. This will override the default question. 

To edit your question: 

Click “Question customization”
Reword the default question → (ex. add "... or family member?")

Don't forget to "Save" your changes!

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3. Email customization

Can I dynamically customize my sends (Intro messages, Subject lines, Product names, and Thank you pages) on a per-person basis?

Certainly. Check out our Special Properties section to learn how!

To edit your email addresses and subject line text: 

Click “Email customization”
Edit the default “From name” 

Adjust the name from which the email will appear in recipients' inboxes.

Edit the default “Reply to email” address

Enter the email address where you want replies to the email to be sent. By default, this will be the email address of the Delighted account owner; but you may want it redirected

Edit the default “Email subject” line
Optional: Click "Send a test email" and see how things work!

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4. Advanced customization

Change the Survey language

Delighted supports translation to dozens of languages. The language setting set here will represent the default language of your survey.

Note: You can always translate the survey dynamically using our Locale special property. Check out this article on translating your survey!

Intro message

Craft a captivating Intro message! Briefly explain how participant feedback directly impacts improvements, set clear expectations (think "quick and easy"), and establish your brand's personality. This sets the stage for a smooth and engaging survey experience.

Can I dynamically update the Intro message on a per-person basis?

Yes! Check out our article on Special Properties to learn more.

To change your Advanced settings:

Click “Advanced customization”
Edit the “Survey language” setting
Edit the default “Intro message”

Save your changes!

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5. Comment page customization

Comment prompt

Delighted automatically includes an open question immediately following the initial survey question (ex. NPS, CES, CSAT, etc.) By default, it will read: "Tell us a bit more about why you chose X". 

However, you can customize the prompt — as well as dynamically include the score from the prior question—by using the variable:  {{ survey_response.score }}.

For example, if you wanted the comment for a score of 10 to read, "What made your experience a 10?" you'd set the comment prompt to "What made your experience a  {{ survey_response.score }}?"

Skip comment prompt

Click the box and skip the comment page. If selected, respondents will be automatically taken to either your: 

Can I move the Comment question to follow my Additional questions?

It’s not possible to move the built-in Comment question prompt in the survey flow.

However, there is a workaround!

1. Skip the Comment question prompt as explained above
2. Create your Additional questions
3. Create a "free response" type Additional question and place it anywhere you like — first, last, or in the middle. (See Additional questions for more details.)

You can also skip the Comment Prompt for specific score types, such as Promoters. To learn more, review our Special Properties page.

To edit your comment page:

Click “Comment page”
Edit the “Comment prompt” text    
Optional: Choose "skip comment prompt"  → and eliminate the page altogether. (Uncheck to restore the page)

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6. Thank you page customization

To reword your Thank you page, which is the message that appears after a recipient takes a survey:

Click "Edit and send"
Open the "Gear" icon → seen to the right of the platform tile
Select "Customize thank you message"
Can I skip the Thank you page or use it to generate referrals?

Yes and yes!

Pop on over to Thank You Pages in this Help Center to learn about the options.

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7. Adding and editing Additional Questions

You can add up to 10 custom — yet optional — Additional questions to your CX survey. These questions will follow your initial survey question and comment prompt. 

If you are new to Additional questions, be sure to catch the video in the introductory section. It's five minutes long and guaranteed to give you a massive head start.

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Can I edit a CX project I've already created?

Yes! Of course.

Initially, Delighted will walk you through the setup of a new CX survey project, enabling your setup with a set of default customizations. (See Core training video 2: All About Creating Projects.)

However, you can always jump in later. To make changes to an existing project: 

Click "Edit and send"
Click the "Gear" icon → in your platform's tile
Choose "Customize appearance"
Do you see the "Gear" icon?

Access the Customize appearance panel from the "Gear" icon. 

If you don't see the "Gear" icon, then you'll need to set up the platform! Choose “Set up” on the platform tile and follow the on-screen instructions to run through the initial setup. (See Setting up the Email platform.)

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How can I send a test email?

Send a test email to yourself or to a teammate. Test emails mimic the entire CX survey experience — but responses will not be recorded on the CX Dashboard.

To send a test email:

Click "Edit and send"
Open the "Gear" icon → in your platform tile
Choose "Customize appearance"
Click “Email customization”
Scroll down to the "Send a test email" and enter an address!

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Can I remove the "Powered by Delighted" link?

Not currently.

We include the "Powered By Delighted" link as a trustmark, allowing your respondents to learn more about our survey platform and the security and privacy policies associated with the Delighted brand.

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Can I dynamically update Intro messages, Subject lines, Product names, and Thank you pages on a per-person basis?

Yes. You can apply Special Properties to personalize your surveys — fine-tuning the content to keep it super relevant to each respondent. To whet your appetite, here is a short list of the Special Properties you can apply to an Email survey:

Question Product Name Updates the brand/product name in the score question (ex. “How likely are you to recommend [question product name] to a friend?” for NPS)
Delighted Intro Message Updates the entire intro message in your survey
Delighted Email Subject Updates the entire subject line for your email
Comment Page Prompt Updates the prompt / header on the Comment Page
Comment Page Skip Skips the Comment Page
Locale Updates the translation of your survey

Jump to the Special Properties page in this Help Center to learn the details.

Special Properties for Thank you pages

The Thank you page can be updated for all respondents, or based on the score group. Here are the options:

Thank You Page Message Updates the message on the Thank you page
Thank You Page Link URL Updates the URL on the Thank you page will link to
Thank You Page Link URL Text Updates the text used for the hyperlink on the Thank you page
Thank You Page Skip Skips the Thank You page and redirects to the "Thank You Page Link"

For more information about the Thank you page Special Properties, read Thank you page Special Properties.

Other Special Properties for email surveys

If you’re considering sending surveys from your own email domain and would like to update the from name, from address, and/or the reply-to email address dynamically, send a note to our Customer Concierge team and we’ll provide you with the Special Property details to do so!

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