A blog by the Delighted team
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    6 tips to reduce nonresponse bias

    To create a thoughtful customer survey, you need to decide what to measure, the sending method, and your survey audience. 

    Even after careful consideration during the survey creation process, you notice your survey response rate is lower than expected. What could be causing this? 

    Enter – nonresponse bias. 

    Let’s break down the definition of nonresponse bias and how you can give your survey response rate a boost with 6 easy-to-implement tips.  

    Benchmarks is here. See how your NPS stacks up with our newest report.

    Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. 

    Delighted's new Benchmarks report

    Prior to this release, our reporting features were all geared towards easy customer experience performance monitoring and feedback analysis for your Delighted survey results.

    With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion.

    Just arrived: Delighted’s Google Sheets, Airtable, and Pipedrive integrations by Zapier

    It’s no secret that capturing feedback from clients, employees, and potential customers is essential for building a foundation in experience management. But, organizing and standardizing team processes around feedback data can seem daunting, especially if it’s a manual process. 

    That’s why we’re excited to announce three key integrations available to you today! With Zapier, Delighted survey feedback can be automatically fed into your existing project spreadsheets and organization platforms – no coding experience required. 

    The fundamentals of an impactful customer experience strategy

    2020 required many companies to pivot their internal and external customer processes to provide convenience and safety. Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible. 

    No matter your situation, the value of real-time customer feedback has never been more apparent. Let’s break down what a customer experience strategy is and specific feedback strategies you can implement within your own company to embrace customer experience at all times.

    Delighted’s retail customer experience guide for 2021 and beyond

    Historically, the backbone of retail has been predicated around selling goods from a physical location. In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use.

    Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Does the store carry the products customers are looking for? Does their return policy make it easy for customers to easily exchange the product if it doesn’t match expectations?

    A Delighted game-changer: Smart Trends for AI-driven survey text analysis

    As part of our mission to build a turnkey customer experience platform, we’ve always been aware of the need for an automated feedback analysis solution. After a year spent fine-tuning our survey text analysis algorithm, we’re excited to announce that it’s finally ready. 

    Introducing Smart Trends, powered by Delighted AI.

    Smart Trends automatically surfaces themes in your survey responses, revolutionizing how you and your team analyze and act on feedback.

    Delighted + EnjoyHQ: Centralized feedback for UX and product teams

    As user experience (UX) research teams expand beyond traditional research data sources like customer interviews and usability studies, they have increasingly turned to real-time feedback from support tickets, sales conversations, and customer satisfaction surveys to bring context to their findings and identify better research questions.

    With the new and improved Delighted + EnjoyHQ integration, you’ll now be able to add all of your Delighted survey ratings, responses, and Additional Questions answers to EnjoyHQ. Keep all of your user and product feedback in one place. 

    Your 2020 return-to-school student, parent, and teacher survey guide

    Adjusting to a new normal is never easy. Especially when you, an education leader, are making decisions to craft a unique education experience in light of COVID-19. How do you prepare while also addressing questions and concerns surrounding the new year? 

    In this guide, we’ll break down easy-to-use survey types and suggest questions to include in your return-to-school pulse surveys to help prioritize feedback for a safe and comfortable start of the semester.

    Introducing Folders: Organize Trends for personalized reporting

    On the heels of our feature updates for survey creation (Additional Questions) and distribution (Mobile SDK and Web), we’re excited to announce an enhancement to how you can organize all of that feedback you’ve been collecting: Folders for Trends.

    Organize customer feedback Trends reports with Folders

    Included for free on all Delighted plans, Folders lets you group Trends by department, topic, or even Delighted user – the sky’s the limit. Keep an eye on the Trends that are officially used across the department, and file away the ones that are still in development.

    Announcing Additional Questions for Web surveys

    Up until now, the Additional Questions feature has been available for Email, Link, SDK, and Kiosk distribution channels. Today, we’re extremely excited to announce a highly requested addition to that lineup: Additional Questions for Web.

    how to set up additional questions for web surveys

    Tailored specifically for the web experience, Additional Questions for Web includes all the features from our last Additional Questions update. It’s easy to set up, integrates seamlessly with your website, and most critically, can even help you identify anonymous website users so you can close the loop on feedback.

    Here’s the breakdown of what to expect, and how you can start using Additional Questions for Web.

    Find success in mastering employee experience

    Have you ever sent or received an annual employee experience survey that asks questions such as “How satisfied are you with your workspace?” or “How likely are you to recommend this company to your friend?” Employee experience surveys are common, though recent studies have shown that actually, many companies have not made employee engagement a priority [1]

    Now, more than ever, organizations are shifting their experience models from a “need to work” to a “want to work” mindset to capture and keep the best talent while competing with companies that are doing the same [2]. In other words, a once-a-year employee experience survey is no longer enough to stay competitive, retain talent, and maintain successful output.

    Support your shift to digital with website surveys

    With uncertainty still looming over when we can return to our normal routines, websites and apps are quickly becoming the primary way shops and service providers interact with customers. Website surveys can help you reach across the digital divide to connect you to the needs of your audience and inspire return visits.

    Whether you’ve just started the shift to digital, or are looking for ways to refine your web experience to stay competitive, this quick and easy guide can help. We’ll walk through the top pages for getting website feedback, and the most effective survey questions to ask. 

    Help your employees ease back into the workplace confidently

    So far, 2020 has been a year of change and challenge, and you’ve worked hard at implementing process changes for navigating the new normal of remote work-life during COVID-19. 

    However, it’s important to consider the steps you will need to take to ensure that your business is ready to reopen and more importantly, that your employees feel comfortable and confident with your preparedness. We will break down some of the common employee concerns with returning to work and possible solutions you can implement to rebuild an environment where your employees can feel heard, supported, and through that – be successful.