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?

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.

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. 

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.

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.

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.

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.

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.

Customer feedback doesn’t help if it’s trapped in a spreadsheet. At Delighted, we strive to channel the voice of the customer directly to your team to help you drive meaningful improvements within your organization.

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.

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. 

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. 

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.

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? 

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.

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.

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.