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    Delighted survey update: Customize the Comment and Thank you page

    Today, we’re excited to announce a new level of customizability that applies to all Delighted survey templates (NPS, CSAT, CES, Smileys, 5-star, and Thumbs). 

    Now, you can: 

    1. Change up the language in the open-ended comment question or skip it entirely
    2. Skip the Thank you page in favor of a redirect link of your choice

    These 2 powerful survey customization updates help you create a more branded survey experience, streamline how you collect feedback, and optimize your closed-loop processes.

    7 new automation features: Delighted’s powerful Zapier integration update

    In a world of innovation, automation makes life easier and helps scaling businesses thrive by taking routine tasks off of busy plates. 

    That’s why we couldn’t wait to share our latest updates to Delighted’s Zapier integration

    With 7 new ways to merge your customer feedback program into existing workflows, manually syncing data and triggering surveys between project tools is a thing of the past. 

    Your CX program guide to survey sample size, margin of error, confidence intervals, and more

    When you start setting up a customer experience program, one of the first things you’ll consider is how many customer surveys to send out. 

    This handy guide by Sean Mancillas, the head of our Customer Concierge Team, navigates you through statistics concepts like survey sample size and margin of error, equipping you to ballpark the survey and response volumes you’ll need for a best practice CX program.

    Here are the fundamental terms to know:

    What is a good survey response rate for online customer surveys?

    One of the most common questions we get from our customers is: What type of survey response rate can I expect?

    When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. The response rates are usually qualified by a specific distribution channel or survey type:

    • 33% as the average response rate for all survey channels, including in-person and digital (SurveyAnyplace, 2018
    • >20% being a good survey response rate for NPS surveys (Genroe, 2019)
    • A realistic response rate range of 5% to 30%

    What is a good NPS score?

    One of the most common questions we hear from companies first embarking into Net Promoter Score (NPS) is “How do I know if my NPS is good?”

    The short answer? It depends. 

    There are two methodologies that explore what a good NPS score is. The first examines the strength of your NPS score regardless of industry. The second method determines what a good NPS score is with respect to your industry.

    The Delighted iOS App: Push notifications now available

    The Delighted iOS app keeps you updated on customer sentiment, no matter where you are. We’re excited to announce that now, in addition to getting a livestream of feedback to your iPhone or iPad, you’ll also receive push notifications each time new responses come in.

    Download the Delighted App today

    push notifications for the Delighted iOS App

    Specify whether you want notifications by rating, Trends, or both. Never miss an opportunity to close an experience gap or congratulate a team member on providing a successful experience.

    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.