Account tour: Joining your company's Delighted account

In this section:

Suggested next article: Core Training & Certification

Welcome to Delighted!

Have you recently joined your company’s Delighted account, and you’re wondering what’s running? Then you’re in the right place! 

This article will review how to run an "account audit" of sorts—understanding what your surveys look like, how they're being distributed, and whether you're connected to any third-party platforms through our integrations.

Before we jump in, we recommend checking out Delighted’s Core Certification—it’s less than an hour of video content that will help you get oriented to everything that’s possible in Delighted, designed for new users like you. And if you’re a new admin, level up with Admin Certification as well. From there, head back here and apply what you’ve learned to your company’s existing account!

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Viewing projects

Delighted uses projects to organize your different survey efforts. Let’s walk through how to see the different projects in your account.

Click on the projects drop-down menu in the top left-hand corner to view all of the projects. They will be organized in alphabetical order, and you’ll also see the option to create a new project at the bottom. We recommend starting at the top of the list and working your way down so it’s easier to keep track of what you’ve reviewed already as you audit your account.

Project settings are stored in the gear icon to the right of each project. This is where you can see—and set—the project’s name, throttle period, and more. For example, note that this project has a one month throttle period, which will prevent sending to the same email address more often than once a month.

Once you click into a project, it’s easy to note if it is inactive or hasn’t been set up yet. For example, if a project last received a response over a year ago, it’s likely no longer active. 

Meanwhile, if you see this when you enter a project, it means it hasn’t received any responses—it likely hasn’t become active yet:

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Previewing the survey

Once you find an active project, you’ll want to check out what the survey looks like!

Click “Edit and send” to head to the platforms page, where you’ll see the link to the survey, as well as the list of distribution platforms that have been set up for this project. These will clue you in to how this survey might be sending to respondents—but we’ll double check that in a minute.

First, click the pencil icon next to any of the active platforms to check out the survey customization. (Click the "Gear" followed by "Edit Survey" for Email.)

You’ll see the first or "Primary" question and the "Comment question" on the first tab. Your Additional Questions are available on the second tab. And the third tab will show you if a custom Thank you page has been set up.

Note that it is possible that each distribution platform is customized a bit differently, so be sure to check out all of them to get a clear picture!

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Checking how surveys are sent

Now, let’s understand how surveys are being sent out. The easiest way to do this is to look at a recent response.

Click on the person ID, name, or email in the top left-hand corner of the response tile, then choose “Activity” to see the list of recent interactions with this person. Hovering over an event will show you what platform the survey was sent from. Clicking on the events will give you more details.

Example 1

Here’s an event that was scheduled via the API. Scrolling down, we can see that there are a lot of Shopify-related properties being passed along with this survey request, so we can safely assume the Shopify integration was used to trigger this survey.

Example 2

In this example, we can see the survey was scheduled via a One-time send, which means a list of respondents was manually imported or uploaded.

Example 3

This example shows a response that was triggered by the web platform, which means the survey displayed on your website, specifically on the URL listed here.

Example 4

This example shows the link platform—which means that the respondent clicked on a link to the survey. From within Delighted, it’s not possible to see where the link was when clicked or how the respondent was sent the survey link, so if you see something like this, you’ll need to do a bit more digging on your end to figure out exactly how the link is being distributed.

Remember that each survey can be sent via multiple platforms. Check out the Metrics tab to confirm whether there have been surveys sent or responded to recently from each platform. This will give you a clear understanding of the distribution mix for each project.

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Understanding existing integrations

Finally, let’s check whether this project is connected to any third-party platforms using our integrations.

Head to the Integrations tab and keep an eye out for a green check mark. This means that an integration is active—and that you can click on the integration tile to see more details about that connection.

Example 1

In this example, the Shopify integration is actively triggering surveys to send 2 weeks after an order is marked as fulfilled.

Example 2

Here, the Zendesk integration is syncing feedback back to Zendesk and triggering sends immediately after a ticket is marked as solved.

Example 3

In this example, we can see that the Salesforce integration is syncing feedback to Salesforce, and is also triggering sends based on a custom trigger. You’ll have to head to Salesforce to see more information about that setup—those details aren’t contained in Delighted.

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Next steps

After understanding the survey customization, distribution method, and any existing integrations for each project, you’re set well for understanding your Delighted program as a whole.

Next steps include:

  • If you’re an Admin, heading to the Account page to understand what is included in your Delighted plan under Plans & Billing and who in your company also has access to Delighted under Users
  • Understanding current reporting cadences, whether they’re working well for your team, and checking out the pre-built reports available in Delighted’s Reports tab
  • Checking out the Delighted Surveys product to confirm whether your team has set up any surveys there—and reading more about Delighted Surveys on our other Help Center found here
  • Reviewing or setting goals for your CX program, and getting a clear picture of how feedback, will benefit your company—so you can share it and use the insights gathered to your maximum benefit!

If after reviewing your account you still have questions, send a note to our team and we’d be happy to help. Happy surveying!

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