Creating Templates: a step-by-step guide

The Template creation process can be completed vey quickly. Follow along as we explore Templates step-by-step.

In this article:

1. All of the options on the Dashboard.
2. Starting a new Delighted Template.
3. Selecting your Template type or methodology.
4. Picking a distribution platform.
5. Adding and editing customizations.
6. Entering people and sending your survey.
7. Awaiting your first response.

All of the options on the Dashboard

Before you jump into the step-by-step, take a look at what will be the end result of your efforts — your Dashboard.

The Dashboard places your survey scores, verbatim comments, and Core Metrics front and center. And you can access every feature in Templates directly from your account’s Dashboard (like filtering data, viewing score graphs, and reading real time responses).

In this article, we’ll explore each of these features and direct you to resources that will help you get the most out of Delighted Templates.

1. Templates menu: Switch between Templates and adjust Template-wide settings with the Templates menu. You can also switch to Delighted Surveys from this menu!
2. Account menu: Access account-level details like billing, user access, and digest configurations.
3. Dashboard tab: Return to your main Dashboard with a single click. (Hint: Clicking the Delighted logo at the top of the page will also return you to your Dashboard.)
4. Trends tab: Create permanent Trends to act as “saved searches,” tracking specific customer segments without repeatedly creating the same filters.
5. Reports tab: Report out on your insights with Delighted’s powerful reports.
6. Metrics tab: Review your survey engagement metrics across all platforms, including response and open rates.
7. People tab: In the People tab, view a list of everyone you’ve ever sent a survey to, as well as details around their response histories.
8. Integrations tab: Find all of Delighted’s out-of-the-box integrations, as well as our API docs and in-house integrations like Alerts and Testimonials.
9. Survey people button: Go to the Platforms page where you can can customize and send your surveys, and adjust settings for your Thank you page, Reminders, and Additional Questions.
10. Metric score and time window: See your metric score (ex. NPS of 70), as well as an option to graph that score over time. Also, view your current survey time window setting (ex. 30 days).
11. Smileys bar: Show the current breakdown of your feedback (ex. promoters, passives, and detractors for NPS or a Stars bar graph for a 5-star survey). Hover over any section to gain insight into the chart’s calculation.  
12. Response count: View the responses you've received for this Template. This metric will update based on any filters you have applied.
13. Search bar: Search through your open-ended feedback for specific keywords or phrases.
14. Date filter button: Filter responses by specific time frames.
15. Filters: Filter responses by different data points, including any properties that you pass to Delighted.
16. Score icons: Depict your feedback, (ex. promoters—happy face, passives—neutral face,  detractors—sad face). Hovering over a smiley icon will reveal the exact score left.
17. Respondent history/details link: Click to see all of the details for each individual person, including their feedback history and associated activity. View the name, email address, or person ID of your respondents, and more. 
18. Response timestamp/ Permalink page link: This timestamp reports when a response was submitted. Click to see the expanded details of a response (like all associated properties, notes, etc.).
19. Additional Questions icon: This icon will indicate the number of Additional Questions the respondent answered. Clicking the icon takes you to the Additional answers section of the Permalink page.
20. Tags: Add tags to your responses to organize them based on key categories you want to apply (like “Customer support” or “Needs follow-up”).
21. Tag manager icon: Click this gear icon to access the tag manager page, where you can merge, delete, and rename your tags.

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1. Starting a new Delighted Template

To add a new Template to your account:

1

Log into Delighted Templates

2

Click “Create a new Template” from the dropdown menu    

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2. Selecting your Template type or methodology

Each Template needs a survey type, with specified scale-points, to drive data collection for the selected methodology (ex. NPS, CSAT, CES). 

To implement the methodology, Templates follow a 4-step survey flow:

1. A scale-point question
2. A follow-up, open-ended comment question
3. Additional questions (optional)
4. A thank you message to participants

To pick your Template type and it’s related methodology:

1

Scroll over to your choice on the Template type selection page.

2

Pick your methodology by clicking its “Choose and customize” button. (We selected Net Promoter Score or “NPS,” which is the most popular option.)

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3. Picking a distribution platform

In this example, we'll pick the Email platform from among the various options.

To select a distribution platform:

1

Scroll over to your choice on the Platform selection page. 

2

Click its “Set up” button.

For a more in-depth review, head over to the 3. Distribution Platforms & Sending section of the Help Center. 

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4. Adding and editing customizations

Delighted Templates automatically applies default customizations to give you a workable starting point. However, you’ll most likely want to change the customization to suit your branding and personal preferences. 

Using email as our example

While each platform has slightly different customization requirements, Email is the most representative platform with the most options, so we’ll use it as our example. 

Customize your email sends in separate categories:  

• Basic customization 
• Question customization
• Email customization
• Advanced customization
• Comment page customization
• Thank you page customization

Basic customization

1

Click “Basic customization.”

2

Edit the “Brand/product name.” (Watch as this also changes the Subject line and Title of the email message. If you don't like the results, you can edit later.)

3

Click “Update logo” to add an image or logo. Upload your image in either a PNG, JPG or GIF file format. (Delighted will match the “Top bar” accent and score-point “Button text” colors to your logo. In this example black was applied automatically. You can edit these too.)

Change the default “Top bar” and “Button text” colors by clicking the down arrows and choosing a new color from the palette, say from black to orange. For more precision, enter your brand’s hex color code (ex. #EF5F1C). 

Question customization

1

Click “Question customization.”

2

Reword the default question as required. 

Email customization

Watch carefully as changes made in the Email customization panel instantly appear in the Desktop and Mobile preview sections to the right. 

To edit your email addresses: 

1

Click “Email customization.”

2

Edit the default “From Name.” 

3

Edit the default “Reply to email” address.

4

Edit the default “Email subject” line.

Advanced customization

1

Click “Advanced customization.”

2

Edit the “Survey language” settings as needed. 

3

Edit the default “Intro message.”

Comment page customization

1

Click “Comment page.”

2

Edit the “Comment prompt” text. 

3

Optional: you may choose "Skip comment prompt" to eliminate the comment page altogether. (Uncheck to restore the comment question and prompt.)

Thank you page customization

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

1

Click the “Survey people” button and choose the gear icon to the right of the email platform

2

Select “Customize your thank you page”

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5. Entering people and sending your survey

Organize the people you wish to survey in one of two ways:

1. Enter by hand
2. Upload a list in a CSV (spreadsheet) file 

Then, send your email survey!

1. Enter by hand

1

Type your email addresses — one per line — into the window.

2

Paste your email addresses into the window and edit them so they appear one per line. (Commas and <brackets> are not required and will be stripped out automatically.)

3

Click “Next: Review” to scrutinize your list of people.

4

Review and edit your people and click “Send.”

2. Upload a list in a CSV (spreadsheet) file

If you have an email list in a spreadsheet (ex. Excel or Google Sheets), save it out as a Comma Separated Values (CSV) file and upload it to Delighted CX. 

To prepare your CSV file:

1

Enter” Email” in the column header containing your addresses.

2

Save the file in a CSV format by choosing “Save As” and picking the “CSV” option.

To upload your file to Delighted CX:

3

Select (or drag and drop) the CSV file from your computer to the box seen in the below image.

Now, send your email survey!

To send a one-time survey:

1

Click “Next: Review.”

2

Review your recipients.

3

Click “Send.”

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6. Awaiting your first response

Buckle up because your Templates can start receiving valuable feedback within a few minutes of their initial distribution. As results roll in, start analyzing, filtering, and sharing your findings from your Dashboard immediately.

While you wait, explore Templates Dashboards and Filtering, play with our Demo account at demo.delighted.com, or view one of our Core Certification and Training videos. 

Check out these titles!

• 1: All About Template Types and Getting Help
• 2: All About Creating Templates
• 3: All About Dashboard Filters, Trends, and Reports
• 4: All About Distribution Platforms and Their Metrics
• 5: All About Template Customization
• 6: All About Properties and Alerts
• 7: All About Tags, Search, and Editing Additional Questions

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All of the options on the Dashboard

The Dashboard places your survey scores, verbatim comments, and Core Metrics front and center. And you can access every feature in Templates directly from your account’s Dashboard (like filtering data, viewing score graphs, and reading real time responses).

In this article, we’ll explore all 23 of these features (and more) and direct you to resources that will help you get the most out of Delighted Templates.

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