A blog by the Delighted team
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    Relationship vs transactional surveys for measuring the customer experience

    You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? Do you know why some customers tend to stay while others go?

    Relationship and transactional surveys measure your customer experience, whether that’s through Net Promoter Score (NPS), Customer Effort Score (CES), or Customer Satisfaction (CSAT) metrics, so that you can better understand the “why” behind customer engagement and loyalty.

    Are you maximizing your customer feedback analysis?

    So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis.

    No matter how well-executed the survey, you won’t get much use out of your feedback if you don’t analyze the results.

    How to close the loop on customer experience feedback

    You’ve collected, analyzed, and derived insights from customer data – now what?

    The customer will be waiting for acknowledgement or an update from your company, so creating an efficient, organized, and candid system to close the loop with your clients and make the required changes you need is vital.

    10 customer survey design tips for actionable feedback

    An effective customer experience survey is a conversation with your clients and customers. It’s a handshake and a request for feedback in your effort to continually improve your products and services, both on the front lines and behind the scenes.

    Since there’s any number of questions you could ask your customers, a strong survey design process is necessary to help you understand the type of feedback you’re looking for, prioritize the questions to ask, and plan for how you’ll analyze the data and share insights. Poor survey design, on the other hand, can lead to a lack of responses, misleading or vague results, and a missed opportunity to respond to customers and grow your business.

    7 tips for an effective voice of the customer program

    First things first — what is a voice of the customer (VoC) program and why should you have one?

    A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience.

    Introducing Projects: Run multiple survey projects from one Delighted account

    Most of our customers start their customer experience journey with Delighted tracking a single metric like NPS or CSAT. As they experience the power of customer feedback to drive actionable insights and improvement, they often want to expand to understand other parts of their customer journey.

    Today, we are launching Projects so that you can expand beyond a single customer experience (CX) metric. Now, you have the power to layer in other survey types for new touchpoints, different teams, and more. And all of this with the ease and simplicity you expect from Delighted.

    The 7 customer survey types for a world-class CX program

    Creating a great customer experience (CX) is important—but where do you start?

    At their core, customer experience programs uncover how customers interact with your brand, product, or service. The best CX programs ask the right questions in the right way at the right time to the right audience.

    Announcing Reports: Survey results analysis and reporting made simple

    When you’re juggling feedback from multiple sources and various customer segments, customer experience survey data analysis can get very overwhelming, very fast.

    That’s why today, we’re very excited to introduce the much-requested Reports section of the Delighted platform, which is made up of three features: Snapshot, Over Time, and Pivot Table. With Snapshot and Over Time, you’ll be able to visualize your survey results in presentation-ready charts instantly. Using Pivot Table, you can summarize your survey data in one user-friendly, interactive table. You can also use it to see the most frequently used keywords from your open-ended feedback to surface unexpected trends.

    Expand your customer experience program with Smileys, Thumbs, and Link surveys

    In support of our mission to be a turnkey customer experience platform, we’re excited to announce three new features to help you grow your customer experience program:

    1. Smileys surveys for intuitive customer satisfaction feedback
    2. Thumbs surveys for simple yes/no feedback collection
    3. Link surveys for feedback in any customer interaction channel

    These three new additions complement our existing survey types, so you can have a holistic feedback program that covers your entire customer journey.

    Upgrade customer experience surveys with Additional Questions

    Great companies continually strive to deliver more perfect customer experiences. This starts by better understanding the experience of each individual customer. Gaining the insight you need to deeply understand your customers and appropriately take action comes down to the questions you ask and how you ask them.

    Delighted’s mission is to empower companies to achieve these goals. With Delighted, you can easily create and deliver NPSCESCSAT, and 5-star surveys. Each survey asks one question, allow responders to provide a rating answer and elaborate on their answer with a written verbatim comment.

    Delighted + Qualtrics

    We’re excited to announce that Delighted has been acquired by Qualtrics, the world leader in enterprise customer experience management.

    Qualtrics serves many of the largest, most sophisticated global organizations. Joining forces will allow Qualtrics and Delighted to serve organizations of all shapes and sizes, from the newly founded company to the Fortune 50.

    Learn more about how you can take your customer experience program to new heights with Delighted + Qualtrics.

    Good isn’t good enough

    When is it safe for a company to let up on the gas when it comes to improving customer experience? This is a question we hear a lot at Delighted. Should you continue to invest in customer experience if your customers are satisfied with the current experience? It’s common for a company to create a unique experience, gain early traction in their market, then shift their energy from improving that experience, to scaling and driving efficiencies. After all, why invest in increasing the quality of your customer experience if your NPS is already 10 points higher than your competition?

    Playing it safe is risky

    Large companies with massive head counts, mountains of cash, and endless expertise, are rarely successful in creating truly differentiated experiences. Paradoxically, it’s the smaller companies with just a handful of employees and very little capital who are able to deliver the highest quality and most differentiated customer experiences.

    But why?

    There are many factors that restrict the ability for large companies to create differentiated experiences, but it usually boils down to one thing: the larger you get, the higher the stakes.