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. 

    Reopening businesses: Gauging customer needs in light of COVID-19

    After months of staying at home and going out only for essentials, many of us are craving offline experiences. At the same time, we’re concerned about our health and the health of others each time we step out.

    As retailers approach reopening businesses during this delicate transition, they will need to adapt to a new way of doing business to prevent the spread of COVID-19. How smoothly your business operates during these challenging times will leave a lasting impression, and can be a factor in whether customers decide to return the following week, or even the following year.

    In this post, we’d like to share top consumer concerns and how retailers are addressing them, as well as how Delighted can help ensure your customers have the best experience possible under the circumstances.

    Get to know your audience with Likert scale questions

    Staying competitive in the marketplace through brand and customer awareness can be difficult. How do you know what your customers are thinking? Is your product really meeting the consumer’s expectations? The only effective way to get into the mind of your customer is to ask them directly – and to do that successfully, you will need to understand and use Likert scale questions. 

    What is a Likert scale? 

    You’ve probably encountered Likert scale questions before. Whether you received an email asking “How satisfied are you with your transaction?” after purchasing an item or “How likely are you to return?” after receiving a service – Likert scale questions are everywhere. They’re one of the most popular and easy ways of measuring attitudes in market research. 

    Announcing 7 highly anticipated feature enhancements for Additional Questions

    7/15 update: Additional Questions, including all the feature updates outlined below, is now also available for Delighted Web feedback surveys.

    We are excited to announce that Additional Questions now has 7 new feature enhancements that will help take your customer experience program to the next level. 

    Now, you can create an “other” answer option for your multiple choice questions, share additional questions answers directly in Slack, randomize question order, and more.

    overview of new additional questions features

    How 4 customer experience leaders are helping the healthcare industry during COVID-19

    When you think of a hero, who comes to mind? In 2020, we immediately think of the healthcare professionals and essential workers who stand on the front line of the COVID-19 pandemic, risking their health every day for those in need of their care.

    Whether tied to the medical industry or not, organizations around the world have unraveled their business-as-usual to come up with creative and impactful ideas to give back to the health care community. We are inspired by how these four customer experience leaders have found ways to not only support the hospitals and medical heroes who work there, but allow you to help, too.

    Automate ecommerce feedback tagging with Delighted + Chatdesk

    In the ecommerce world, customers can take their pick when it comes to how they want to connect with you. They can elect to reach out via chat, email, social media, 3rd-party review sites, and more.

    For those many customers who never reach out, Delighted plays an important role in proactively prompting them for their feedback so that you can hear from more of your audience across all stages of the digital ecommerce journey.

    How to create customer pulse surveys to meet new needs with Delighted

    As we continue to adapt to the conditions caused by COVID-19, businesses and institutions are finding it more important than ever to stay connected in an unobtrusive, meaningful way. Pulse surveys can help you do this.

    Customer experience surveys are at their core a communication method – designed to be quick for customers to answer, and easy for you to interpret. Our pre-built Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES) survey templates measure sentiment systematically, but tracking those particular metrics may not be your top priority right now.

    How to improve the customer experience for better customer retention in times of uncertainty — Part 2

    In our previous post on improving the customer experience, we went over how streamlining support and onboarding processes can help you retain customers during difficult times.

    In this post, we’ll focus on how to adjust your customer experience program to be appropriate for the current situation. We’ll also speak to the importance of monitoring sentiment as you transition your company into uncharted territory.

    Introducing the Delighted iOS SDK

    We started Delighted to help businesses deliver great experiences by listening to their customers and using those insights to improve. A critical element to delivering on our mission is ensuring we provide world-class experiences on every platform, so our customers can connect with their customers at the right place and time.

    Today, we are excited to launch a brand new way to gather feedback with Delighted – directly in your apps with our native mobile SDK for iOS. Now, you’ll be able to understand your iOS app users like never before.

    How to improve the customer experience for better customer retention in times of uncertainty — Part 1

    In challenging and uncertain times, startups and established corporations alike face painful decisions as they pivot to accommodate unexpected circumstances. Staffing requirements get evaluated, product roadmaps further prioritized, tools cut, and marketing spend trimmed.

    However, there is one area that absolutely should not be compromised: the customer experience.