Frequently Asked Questions

Getting started

How do I get started using Delighted?

Delighted is optimized to help you gather feedback on an ongoing basis on the platform of your choice (Email, Web, or SMS) with one of our integrations, Autopilot, or through our API. Many customers start with Email by manually sending a small test to experience the product with real feedback.

When starting with Email, you should compose your sample as a representation of the type of people you’d imagine gathering feedback from on an ongoing basis. If you are an ecommerce company you may want to send to every purchaser after their order is delivered. If you are a B2B company you may want to send to people 3 months after they converted to becoming a paying customer.

Many customers use Web to gather feedback from customers already on their site, either signed into their product experience, or visitors who may simply be browsing. You can choose if everyone, or only returning visitors are asked for feedback, and you control which pages you want feedback to be collected on.

To learn more about sending your first survey, as well as more advanced tips for surveying, check out our NPS surveying fundamentals guide.

Sending

How frequently should I send to people?

We recommend sending to people in realtime or as frequently as possible. However, you should allow for a healthy amount of time between sending to any given person. For instance, you might regularly send to all new purchasers a week after their order has arrived, but not send to any of those people again for a few months.

Does Delighted automatically send to people after the initial send?

If you’re using our one-time survey option or API, surveys will only be sent a single time. If you’d like to send recurring surveys to a batch of people, you can load those people into your account’s Autopilot (Email, SMS).

Can I schedule recurring surveys to a large batch of people?

This is absolutely possible with Autopilot (Email, SMS). You can upload your customers, select how often you’d like them to be surveyed, and Autopilot will take care of the rest. Rather than you manually sending in large and sporadic batches, Autopilot ensures you receive continual, evenly spaced feedback.

You can also easily stay in control of those scheduled with Autopilot via your Autopilot dashboard. Add and remove people as needed, as well as seamlessly update their properties.

Autopilot automatically recurs surveys at a cadence you select. We currently offer the following cadences:

  1. Every 3 months
  2. Every 6 months
  3. Every 12 months

For example, if you select the 3 month cadence, we’ll automatically schedule each person loaded into Autopilot to be contacted once every 3 months - no manually rescheduling required. We’ll also take into consideration your account’s throttle, which will ensure no-one is over surveyed.

To optimize your response rates, we’ll only schedule surveys Monday through Friday. By avoiding weekends, you can rest assured that surveys are hitting your customers’ inbox at the best possible time for them to respond.

Autopilot helps avoid large spikes in sending, as well as offers more consistent feedback for you and the team. By reaching out to customers on a recurring basis, you’ll have the benefit of being able to track feedback over time - better understanding evolving customer sentiment related to new features, adjustments in your service, and other significant updates.

If you would like to learn more about Autopilot, you can view our Autopilot guide.

Can I have Delighted automatically send to people?

Yes. In fact, this is the most effective way to use Delighted. You can do this using our API. You can trigger a send based on an event in your system (e.g. an order being delivered), or you could choose to trigger a send based on a person reaching a milestone (e.g. 1 month after signup). You can also use the API to send to batches of people (e.g. every morning at 8:00 am, send to all new customers from the previous day). It’s totally up to you.

Can I schedule surveys to be sent at a later date?

Yes. After uploading a CSV/Excel file, on the review step, you can opt to schedule your surveys to be sent at a later date. You can specify a date, time, and time zone. We’ll send you an email once your surveys have been dispatched. And if you are using SMS, we will even ensure customers aren’t receiving texts from you in the middle of the night, since we have Smart Scheduling for SMS that takes into account the recipient’s timezone. Smart Scheduling happens automatically, so you don’t need to change any of your routines.

Can I create different campaigns to segment feedback?

Yes – it’s actually even easier than creating campaigns. We think of segmentation in terms of “Properties”. You can use properties to segment feedback based on the customerID, product, department, or any other data point you send our way. Once feedback is received, you can easily filter the NPS and responses shown.

Delighted makes it super simple to use properties across Email, Web, and SMS and filter based on those properties in your dashboard. You’ll be able to understand feedback from each platform, as well as the unique properties you send along. Interested in learning more? Check out our property FAQ for more detail and a link to our property guide.

Why am I getting an error saying it can’t find any emails to import?

If you are uploading a CSV or an Excel file, be sure to use the “Email” label on the column that contains the email addresses we should send surveys to. We use this label to ensure we don’t accidentally send to another column in your file that may also contain email addresses. For example, you may have both a personal email address and a company email address for the same person in two separate columns. If you wanted to have the surveys sent to the personal email address you would give that column the “Email” label.

Why am I getting an error saying it can’t find any phone numbers to import?

If you are uploading a CSV or an Excel file, be sure to use the “Phone Number” label on the column that contains the phone numbers we should send surveys to. We use this label to ensure we don’t accidentally send to another column in your file that may also contain phone numbers. For example, you may have both a work phone number and a personal phone number for the same person in two separate columns. If you wanted to have the surveys sent to the personal phone number you would give that column the “Phone Number” label.

Also, you may need to adjust the format of the phone numbers in your file. We use the industry standard E.164 format. So you may need to add the plus sign and country code as well as remove spaces. Here is an example of a well formatted number: +17132746524

How do I prevent someone from being sent multiple surveys in too short a timespan?

You don’t have to do anything. We automatically ensure people aren’t sent a survey more than once in any 30-day period. You can extend the amount of time between sends by adjusting survey throttling in Settings.

How does throttling work?

Throttling automatically ensures the same person, identified by their email address or phone number, isn’t sent or shown a Delighted survey more than once in a given period. The throttle period is the exact amount of time (counted in days) from the last time that person was sent or shown a survey of yours.

For example, if you select the 3 month time period via your survey throttling settings, we will make sure an individual has not received or seen a survey within the last 90 days prior to sending or showing them a new survey.

We will not retry sending if the survey is throttled. This ensures that you have optimal control over the recipients and timing of your surveying without worrying about potential oversurveying.

Presently, our throttling settings include the following options:

  1. 1 Month (30 days)
  2. 3 Months (90 days)
  3. 6 Months (180 days)
  4. 1 Year (365 days)

When is the best time to send?

We recommend sending your surveys so that they arrive on weekday mornings. This is the time when the majority of emails are opened which helps maximize your response rate. Keep in mind that your customers may be in a different time zone than you.

Can I see my response rates and other sending metrics?

Yes. We can provide you with a recap of sending statistics, which include open rates, response rates, send counts, and many other key metrics. We can pull these metrics for any requested time period (ex. past week, year-to-date, etc.)

If interested, contact us here and we can help send those metrics your way.

Customizing

Can I send the surveys from my domain?

Yes. We can send over records you can quickly add to your DNS settings, allowing us to authenticate with your domain. You’ll then be able to send surveys with your preferred domain and email address.

Let us know if you’re interested and we can help get you started.

Can I send to people in a different language than English?

Yes. We currently support 35 additional languages – Arabic, Bulgarian, Chinese (Simplified), Chinese (Traditional, Hong Kong), Chinese (Traditional, Taiwan), Croatian, Czech, Danish, Dutch, Estonian, Finnish, French, Georgian, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malaysian, Norwegian Bokmål, Polish, Portuguese (Brazil), Portuguese (Portugal), Romanian, Russian, Serbian, Spanish, Swedish, Thai, and Turkish.

Each platform – Email, Web, and SMS – can be set to any of these languages and the entire consumer facing experience is translated. This will not change the language of the Delighted user interface. You can easily adjust the survey language within "Customize appearance" for each platform Email, Web, and SMS. Changes made to your survey language will also be reflected on your thank you page.

You can also use our special Locale property to specify the language used in the survey on a per person basis. You can do this when importing from the web interface or when using the API.

Can I customize the subject line?

Yes. You can edit the survey subject line via the Customize appearance page (under “Email customization”). We recommend using the default subject for the best response rates, but feel free to adjust the language to best reflect your branding.

In addition to adjusting the subject line globally for your account, you can also set a specific subject line on a person-by-person basis. Check out our property guide for more information on dynamically updating the subject line.

Can I add a personal note to the email survey?

Yes, we offer a personalized intro message you can add to your email survey. This gives you an opportunity to share how you will use the feedback provided. It can also be an effective way to set the tone of the survey, in your own brand’s voice. You can add a intro message on the Customize appearance page (under "Advanced customization").

What format and size should my logo be for the best results?

In general, you should upload the largest size of your logo that you have available. We’ll scale it down to the appropriate size. You should also avoid uploading an image where any side is less than 300 pixels. We currently accept PNG, JPG, or GIF image formats.

Can I change the product name that appears in the survey question on a per survey basis?

Yes. We have a special property called “Question Product Name” that allows you to specify the product you ask about in the survey on a per person basis.

For example, our fictitious clothing company, Hem & Stitch, could ask certain customers, “How likely are you to recommend The Cashmere V to a friend?” and other customers, “How likely are you to recommend The Classic Oxford to a friend?”. You’ll be able to see your NPS® for each respective product line instantly from your dashboard.

This property can be used when importing from the web interface, or using the API.

Can I customize the Thank You page?

Yes. For context, the “Thank You” page is the final page a customer sees during their survey experience. Under your account settings, you can adjust the Thank You page’s message, link, and link text.

In addition to adjusting the Thank You page on a global level, you can also adjust the page based on the score provided. For example, Promoters might have a page that links to a review site where they can provide additional testimonials. Detractors, on the other hand, might be redirected to an escalated support email. Customizing the Thank You page based on score helps keep the survey experience contextually sensitive, based on the customer’s response.

Can Delighted be used to survey employees and gather my eNPS?

Many companies use Delighted for eNPS to help gauge their staff’s experience based on whether or not they would recommend working at the company to a friend and/or colleague.

It’s just as easy to use Delighted for gathering your employee NPS (eNPS) as it is for gathering your NPS from customers. Many companies use Properties to segment by internal organizational information (ex. office location, clients they assist, etc.). We also offer a mode that allows you to hide the names and email addresses of the recipients to help protect their identity. We do not offer a fully anonymous version.

Get in touch if you’d like to learn more about how to get the most out of Delighted for eNPS.

Receiving feedback

Can I segment feedback based on attributes of a person?

Yes. You can include any information you know about a person, then use that information to segment feedback on the dashboard. You might do this to segment feedback from different types of customers – customers who are returning vs. those who are new. We call these Properties and you can include an unlimited number when adding a person.

Check out our properties guide for a more in-depth look at segmenting your feedback.

Can I route negative responses to my support team?

Yes. By setting up alerts you can automatically have all negative responses sent to your support team simply by entering your support email address. You can also set up alerts so only responses with comments are sent.

We also have integrations for a number of help desks, such as Zendesk and Help Scout. These integrations automatically create new tickets containing details from the Delighted response, included as private notes. You can respond with all the context you need, directly within your help desk.

Can I be notified if certain words are mentioned in a response?

Yes. When you set up a Trend for keywords or properties you can subscribe to receive email notifications. New responses will be delivered to you as they happen. For instance, you might want to know when a customer mentions a competitor. Or, you may want to subscribe to receive positive feedback about a new product line you just launched.

What sort of response rate can I expect?

Our survey experiences are highly optimized for both mobile and desktop and allows the recipient to respond directly from their email client, in the case of Email, or directly on the page they are viewing already, in the case of Web. Couple this with a strong focus on the consumer experinece with features like Throttling and Smart Scheduling, and our customers typically see response rates higher than industry averages.

Can I send reminders to people who don’t respond to the survey?

We do not offer a reminder feature for surveys. We want to balance helping you get lots of actionable feedback while also avoiding increased unsubscribe rates and lowered response rates, which can occur with repeated outreach. Reminders and frequent resends can compel people to unsubscribe from receiving your surveys. This can negatively affect your ability to get feedback in the future.

You can send to customers again after 30 days. We believe this is the least amount of time someone would feel comfortable being asked for feedback again. We enforce this with our throttle feature.

How do I delete a response?

You can delete a response by clicking the “X” on the response detail page. You can get to the detail page of any response by clicking its timestamp on the dashboard. Only admins can delete responses.

How can I see which survey emails bounced and who has unsubscribed?

On the People page, you can see everyone you’ve imported and filter by those who have bounced and those who have unsubscribed.

How does the email digest work?

We’ll email you a regular digest that highlights a selection of feedback and your current NPS. Everyone in your organization will receive the same highlighted feedback.

By default, these digests are sent every week. You can choose to have them sent weekly, monthly, or turn them off entirely. Weekly digests are sent early Monday mornings and highlight the previous week. Monthly digests are sent early morning on the first of every month and highlight the previous month.

If you don’t receive feedback for a while, we’ll automatically pause your digest. We’ll resume it as soon as feedback comes in again.

What integrations do you offer?

Integrations allow you to easily send and receive Delighted responses and metrics using your existing tools. By integrating with platforms you use every day, ranging from Slack to Zendesk, you can automate sending without any technical help and your team can more efficiently act on responses and close the loop with customers.

Our current integrations include:

  1. Shopify: Automatically send to customers after they place an order on your store.
  2. Salesforce: Automatically sync Delighted responses to your contacts in Salesforce.
  3. Slack: Send your Delighted feedback into Slack channels.
  4. Zendesk: Follow up with customers who’ve received Delighted surveys.
  5. Zapier: Send your Delighted responses and metrics to hundreds of other services.
  6. Geckoboard: Display your Delighted data in a beautifully designed metrics dashboard.
  7. Desk: Follow up with customers who’ve received Delighted surveys.
  8. Stripe: Automatically send to customers for one time payments or subscriptions.
  9. Intercom: Automatically sync Delighted responses to people in Intercom.
  10. Webhooks: Automatically send a web request to your server when survey responses arrive.
  11. Office 365: Send a daily summary of your feedback to an Office 365 group.
  12. Help Scout: Follow up with customers who’ve received Delighted surveys.
  13. Groove: Follow up with customers who’ve received Delighted surveys.
  14. HubSpot: Automatically sync Delighted responses to contacts in HubSpot.
  15. Front: Follow up with customers who’ve received Delighted surveys.
  16. Stitch: Automatically sync Delighted feedback to your Stitch account.

Please get in touch if you’re looking for an integration not listed above.

Trends allow you to automatically categorize and track responses of a certain type and refer back to them as often as you’d like. To create a trend, search for keywords you want to track from the dashboard, select any desired filters, then click “Create a trend with these results”.

For example, our fictitious clothing company, Hem & Stitch, could create a trend to see the NPS and corresponding responses from everyone who purchased something from the Men’s collection, who also mentioned “fit”.

What are Notes and how do I add them?

Notes make it easy to add extra context to a response – mark that you’ve followed up, add some background, or capture thoughts on an interesting suggestion. Add a note from any response detail page. A response can have as many notes as you’d like. Every user on your account can add notes.

To add a note, go to any response detail page (click on the timestamp of the response from the dashboard) and click “Add a note” at the bottom of the page.

Can I import my previous NPS feedback into Delighted?

Yes. If you're already running NPS, we can help with an easy and seamless migration to Delighted. Simply contact us and we’ll provide a secure way to pass along that historical feedback.

Once we provide you with our secure page for importing your feedback, you can upload a CSV or Excel file that contains response details, including emails, scores, comments, and timestamps. Feel free to also include any other properties you may have collected, as we can import that additional metadata as well.

NPS (The methodology)

What is NPS?

Net Promoter Score® (NPS) is a proven methodology for understanding customer happiness through firsthand feedback.

NPS classifies people as promoters, passives, or detractors depending on their answer to one simple, but carefully crafted question: “How likely are you to recommend [YOUR COMPANY/PRODUCT] to a friend?”. Recipients provide their answer in the form of a 0–10 numerical rating. A person is deemed a promoter if they select 9 or 10, a passive if they select 7 or 8, or a detractor if they select 6 or lower. The numerical responses are then tallied up and a single score is calculated. This is your NPS.

The real power of NPS however, is in the freeform follow up question. This allows a recipient to provide context for their rating. Your NPS numerical value is the “what”, the textual feedback is the “why”.

How is the score calculated?

The score is simply the percentage of promoters less the percentage of detractors. For example, if you have 70% promoters and 10% detractors, your score will be 60 (70 − 10 = 60). A score can be anything between −100 and 100.

Who is NPS for?

NPS is a key metric for anyone who wants to understand how delighted people are with their product, service, or organization. It works for the brick and mortar business that wants to make sure their customers are getting the personalized service they expect. It works for the fast growing company that wants to ensure their experience remains world class while they grow. It works for the charity who needs every dollar to translate into direct impact.

Which organizations that I’ve heard of use NPS?

Companies like Apple, JetBlue, Zappos, American Express, Four Seasons and countless others not only measure NPS, but often use it as catalyst for making many strategic decisions.

Here are a few well-known companies and their NPS:

  1. USAA (Insurance): 80
  2. Costco: 78
  3. Apple (iPhone): 70
  4. Amazon: 69
  5. Southwest Airlines: 66
  6. Verizon: 32
  7. Walgreens: 25
  8. T-Mobile: 6
  9. United Airlines: 2
  10. Motel 6: -9

Source: 2013 Bain & Company, Inc

When considering your own NPS, we encourage you to focus on the relative change over time and not the absolute number.

What is the 30-day NPS and how is it calculated?

The 30-day NPS is a simple moving average. It is the score for all responses collected within the last 30 days. Since it better reflects recency and reduces noise (compared to a cumulative average), it’s a truer measurement of your current NPS. You’ll see the 30-day moving average NPS on your dashboard, in trends, and in digests. When looking at graphs you’ll see the precise NPS for that particular time period.

Can I change the time window of my NPS calculation?

Yes. Using the NPS time window setting, you can select the time window that is used to calculate your NPS account wide. This includes calculations for your dashboard, trends, and digest.

The time windows we offer are:

  1. Last 30 days
  2. Last 60 days
  3. Last 90 days
  4. Last 365 days
  5. All-time

Can I change the question in the survey?

No. This question is the foundation of NPS and has been crafted and tested very rigorously. NPS has proven itself to be one of the most effective methods of gathering high quality, actionable feedback. We do offer a few variations on this question to better match your specific context. If you’d like to use a variation, please get in touch with us.

Do you have a variation of the question suited for B2B?

Yes. We can switch out "friend" with "colleague", which can often offer a better fit for B2B surveys. Contact us here and we can help with that adjustment.

Security and privacy

What safeguards are in place to protect my data?

We maintain very strict privacy and security policies to keep customers’ data secure. The entire application is delivered with end-to-end encryption (SSL) to ensure your connection to our service is secure. The systems storing your data are carefully designed with multiple layers of security. You can read more about privacy in our Privacy Policy.

Who can see my data?

Only you, and in rare cases, us. We will only look at your data to provide support or fix bugs. We do not share any of our customers’ data with outside parties under any circumstances.

Do you do anything with the emails or phone numbers I send you?

Absolutely not. We only send surveys to the people you’ve chosen, at the times you’ve chosen. No other emails or text messages are sent.

Can I get my data out of Delighted?

Yes. We are simply stewards of your data. You can export all of your responses with a single click. You can find this option in Settings.

Can I export my data in XLSX format?

Yes. By default, all exports will be in CSV format. Upon request, we can switch your exports to XLSX. Simply let us know and we can make that adjustment for your account.

How does 2-step security work?

2-step security adds an additional check when signing in to your account. When turned on, you’ll be asked for a 4-digit security code that we will send to your mobile phone via text message. This makes your account more secure by requiring both your password and possession of your mobile phone to sign in.

Account and billing

How does pricing work?

Our pricing model is quite simple. We offer a handful of plans that are priced according to how many people you connect with in that month. We have plans to fit most sized businesses – from the just hatched, to the biggest of the big. You can find them in our plans & billing section. If you don’t see a plan that fits your needs, please get in touch with us.

Do you offer quarterly or annual billing?

Yes. As an alternative to monthly billing, we also offer yearly billing. On your plans & billing page, you can select the option for “Billed Yearly”. Yearly billing can help simplify bookkeeping, as well as provide a discount when signing up for the full year.

We also have custom quarterly billing available. If interested in a quarterly billing, send us a message and include your estimated quarterly volume. We’ll find a plan that offers a perfect fit.

Can I send for one month only?

Yes. You can subscribe for a month, send your surveys, and then pause your subscription - directly within your account settings.

What types of limitations can I expect during my trial?

You can survey up to 250 people during your trial. This allows you to make sure you’re getting the quality and quantity of feedback you’re looking for before paying a dime. There are no additional restrictions outside of this limit.

Is my plan limit based on sends or responses?

Sends. To be more specific, the total number of sends during the month.

Yes. We can help connect multiple accounts via a feature we call “Account Switching”. Once connected, you can toggle between multiple accounts via a navigational menu at the top of your dashboard. Easily keep feedback separate from account to account, independently customize each survey, and set unique settings per account (ex. separate API triggers).

Many customers use this feature to separate eNPS and standard NPS feedback, set unique accounts for different brands, and much more.

All accounts will share the same billing and sends per month, so no need to sign-up for multiple plans. Currently, our account switching option is a private feature. If you’re interested in learning more, send us an email and we can make sure account switching is a good fit.

Is there a limit on the number of users I can invite to my account?

No. You can invite as many users to your account as you’d like. There’s also no limit on the number of admins per account.

What privileges do admins have?

In addition to viewing the dashboard, admins are able to change billing information, import people, customize the survey experience, view the API key, configure alerts, add/remove users, and adjust survey throttling.

How do I cancel my account?

To close your account simply visit Plans and Billing in Settings. And there you can cancel.

Why am I seeing the onboarding flow when accepting my company’s invite?

For a bit of background, each email address can only be associated with one user in Delighted. If you’ve signed up prior to receiving an invite to Delighted from your company, your email will already be associated with a user in Delighted.

If you do have a previous Delighted account, you will be directed to that unique account when accepting your company’s invite.

If you are seeing the initial sign-up/customization flow, or your own personal Delighted dashboard, let us know. We can free up your email address, allowing you to successfully accept your company’s invite.

Additional help

Can’t find the answer to your question?

Drop us a line. We’d love to answer it for you.