Special Properties

In this article:

• Introducing Special Properties.
• How Delighted recognizes Special Properties.
• Passing Special Properties.
• Question Product Name.
• Delighted Intro Message.
• Delighted Email Subject.
• Delighted Comment Prompt.
• Delighted Comment Skip.
• Locale.
• Thank you page Special Properties.

Suggested next article: Passing Properties

Introducing Special Properties

Special Properties are unique property fields that Delighted recognizes as requests to dynamically update survey elements on a per-request basis.  Delighted’s Special Properties offer an easy way to personalize your surveys—fine-tuning the content to keep it super relevant to each respondent.

List of available Special Properties

• Question Product Name: Updates the brand/product name in the score question (ex. “How likely are you to recommend [question product name] to a friend?” for NPS)
• Delighted Intro Message: Updates the entire intro message in your survey
• Delighted Email Subject: Updates the entire subject line for the survey email
• Comment Page Prompt: Updates the prompt/header on the Comment Page
• Comment Page Skip: Skips the Comment Page
• Locale: Updates the translation of your survey
• Thank You Page Message: Updates the message on the Thank you page
• Thank You Page Link URL: Updates the URL linking from the Thank you page
• Thank You Page Link URL Text: Updates the text used for the hyperlink on the Thank you page
• Thank You Page Skip: Skips the Thank You page and redirects to the "Thank You Page Link"

What Special Properties look like

Special Properties look exactly like normal properties—just with specific names! They don’t look any different than other properties that you may pass.

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How Delighted recognizes Special Properties

Delighted recognizes Special Properties by their names. Each Special Property has specific naming conventions that must be followed when passing them depending on which platform you’re using. (See the details in Passing Special Properties to Delighted below.)

If you are manually uploading a CSV/Excel file, Delighted will offer a small purple badge on the review page to confirm that the special property has been recognized:

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Passing Special Properties

Special properties are sent to Delighted in the exact same way as regular properties—either as: 

• Column headers in a CSV/Excel file
• Parameters in an API request
• Parameters passed via the Web JavaScript snippet
• Parameters appended to a Link
• Properties added to a Kiosk

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Question Product Name

Passing the Question Product Name special property updates the brand/product name field in your core metric question.

What it looks like as a property

• CSV: Column header titled Question Product Name
• API: properties[question_product_name]=Value
• Web: { questionProductName: “Value” } 
• Link: ...?questionProductName=Value
• Kiosk: + Add property Question Product Name

Use case: Asking for feedback about specific products or locations

For transactional surveys, you’ll often find stronger engagement, more detailed comments, and clearer insight when you reference a specific product, store location, or other aspect of the interaction you’re surveying about.

Try layering in Question Product Name to help refresh the memory of those being surveyed (ex. referencing the store name in the survey question itself). For example, instead of a general CSAT question:

How satisfied were you with Hem & Stitch?

Pass “Hem & Stitch’s San Diego location” as the Question Product Name:

How satisfied were you with Hem & Stitch’s San Diego location?

Use case: Asking about different moments in the customer lifecycle

Reaching the customer at different points in their lifecycle can help surface key moments where folks are either super happy or hitting a roadblock. With that fresh insight, your team can drill down more specifically on what issues and changes are most critical for improving the customer experience.

Let's consider a SaaS company that wanted to gauge the feedback associated with an onboarding experience. Instead of asking:

How likely are you to recommend our company to a friend?

Pass the Question Product Name Special Property value, “our company’s onboarding experience” to ask:

How likely are you to recommend our company’s onboarding experience to a friend?

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Delighted Intro Message

Passing the Delighted Intro Message special property will update the intro message field of Delighted’s Email, Link, and Kiosk-based projects. Intro messages are limited to 300 characters.

What it looks like as a property

• CSV: Column header titled "Delighted Intro Message" 
• API: properties[delighted_intro_message]=Value 
• Link: ...?delighted_intro_message=VALUE
• Kiosk: + Add property Delighted Intro Message

Use case: Include context for outreach

Sometimes your customers might have a hard time remembering the specific products they purchased, transaction triggering the survey, or how they use your application (particularly important in B2B and SaaS). Including more specific detail in the intro message can help contextualize why you’re reaching out.

For example, an eCommerce company might include the product purchased in each intro message. Let's say Jim purchased Hem & Stitch’s “Oxford Shirt”, whereas Jessica bought “London Shoes.”

The intro message parameters, if sent via API, might look something like this:

Jim

properties[delighted_intro_message]=How was your recent Oxford Shirt purchase?

Jessica

properties[delighted_intro_message]=How was your recent London Shoes purchase?

Use case: Personalize the experience

You can also use the intro message to layer in a bit of personalization into the survey copy. As folks recognize the personal touch in the survey, they’ll be more likely to engage the survey and offer their sincere feedback.

For example, pass the following to personalize Jim’s intro message:

properties[delighted_intro_message]=Hi Jim! We value your feedback—can you share your thoughts?

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Delighted Email Subject

Passing the Delighted Email Subject special property will update the subject line field of Email-based projects.

What it looks like as a property

• CSV: Column header titled Delighted Email Subject
• API: properties[delighted_email_subject]=Value

Use case: Personalize the experience

Placing a customer’s name in the subject line is a guaranteed attention grabber. By personalizing the email with more customer-specific details, the request for feedback will appear genuine and individualized. The net result is often higher open rates, which can translate into stronger response rates.

Here’s an example of how to use Delighted Email Subject to personalize the subject line with a customer’s name:

properties[delighted_email_subject]=Hi Jake, quick question about your order

Use case: A/B testing

Alternating between two or more subject lines can help you discover which customizations are resulting in the most customer engagement.

Consider dividing up your CSV/Excel import with a 50/50 split in the Delighted Email Subject column. Provide half the customers with one subject line, and half the customers with a separate subject line. As responses start flowing into the dashboard, you’ll be able to segment feedback based on the email subject used, highlighting any differences in response counts, quality of feedback, metric score, and more.

If you need any more granular metrics around each subject line you’re testing (ex. response rate per subject line), let us know and we can send those details your way!

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Delighted Comment Prompt

Passing the Delighted Comment Prompt special property will update the comment page prompt with the value that you pass.

What it looks like as a property

• CSV: Column header titled Delighted Comment Prompt
• API: properties[delighted_comment_prompt]=Value

Use case: Personalize the experience

Free-form feedback can be extremely valuable when it comes through as concise, focused comments. However, many customers may have a bit of trouble understanding exactly why you're reaching out, or what they should be providing feedback on specifically. Personalize the Comment Prompt to let customers know why you're reaching out—driving more and more focused, contextualized insight into their response.

Be sure to include the variable {{ survey_response.score }} anywhere in the Comment Prompt where you want to reference the score from the initial survey question.

Here’s an example of how to use Delighted Comment Prompt to personalize the comment prompt with the store location a customer visited:

properties[delighted_comment_prompt]=Thanks for visiting the Provo location! Tell us a bit more about why you chose {{ survey_response.score }}

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Delighted Comment Skip

Passing the Delighted Comment Skip special property will bypass the Comment Prompt any time the value is set to "True". Note that this can be done for all score types within the survey customization page without the need to pass special properties, but both will work!

What it looks like as a property

Note: The "Value" passed for this property should either be True or False. True=Skipping the Comment Page. False=Displaying the Comment Page.

• CSV: Column header titled Delighted Comment Skip
• API: properties[delighted_comment_skip]=Value

Use case: Skipping for specific scores only

You can skip the Comment Prompt for specific score types (ex. Promoters) via the property structure shown below.  What follows the “_if…” section below will depend on the survey type you’re using, whether NPS, CSAT, CES, or 5-star. For example, for NPS promoters, the Special Property for skipping the Comment Prompt message would look like:

properties[delighted_comment_skip_if_promoter]=True

To get the values you’ll need to use for your survey type, reach out to our Customer Concierge team and we’ll send those values your way!

Use case: Skip ahead to Additional Questions

In situations where you'd prefer certain customers only be exposed to predefined answer options, or at least view those prior to completing a free-form question, Delighted Comment Skip can be a valuable feature. Many SaaS companies who have mobile-first platforms will often skip Comment Pages for users they know only leverage their mobile application, making it easier to respond on the go, whereas desktop users are exposed to the standard Comment Page prompt. 

Here’s an example of how to use Delighted Comment Skip to skip to the Additional Questions, no matter the score:

properties[delighted_comment_skip]=True

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Locale

The special property “locale” will adjust the localization (language) for each recipient. We use the ISO 639-1 Code for each language to identify the correct translation.

Visit the Translating your Survey page to view all currently supported languages and their ISO codes (ex. “en” for English).

What it looks like as a property

• CSV: Column header titled Locale
• API: properties[locale]=Value
• Web: { locale: “VALUE” }
• Link: ...?locale=Value
• Kiosk: + Add property Locale

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Thank you page Special Properties  

Passing special properties for the Thank You page will update each respective section on those pages. These fields include:

• Thank You page message
• Link text
• Link URL

You can pass through separate special properties for each score group (ex. promoters, passives, and detractors), dynamically updating the Thank You page experience based on the score provided.

When using these properties, keep in mind:

• Thank you message has a limit of 300 characters
• Thank you link text has a limit of 30 characters
• Thank you link URL must be http/https or mailto
• If you specify link text you must also specify the link url
• If you specify link url you must also specify the link text

What they look like as properties

When passing the properties associated with the Thank You page, you have the option to pass static details that will display no matter what score the respondent chooses, or you can pass multiple details that will be used dynamically based on the score selected.

For dynamic properties, you must pass as many properties as there are score groups for the particular question you're asking (for example, NPS has three score groups: promoter, passive, and detractor). What follows the “_if…” section below will depend on the survey type you’re using, whether NPS, CSAT, CES, or 5-star. For example, for NPS promoters, the Special Property for customizing the Thank You page message would look like:

properties[thank_you_message_if_promoter]=Value

To get the values you’ll need to use for your survey type, reach out to our Customer Concierge team and we’ll send those values your way!

Thank You Message

Thank You Link Text

Thank You Link URL

Skipping the Thank You Page

Note: The "Value" passed for this property should either be True or False. True=Skipping the Thank You Page. False=Displaying the Thank You Page.

Use case: Linking to specific product review pages

If your business has unique review pages for different locations or products, using special properties can help route folks to the most applicable page to provide additional testimonials.

Imagine a mattress company that has unique Amazon pages for each of their products—the Foam Mattress and the Cooling Pillow. Customers receive an NPS survey 30 days after their purchase. In order to get reviews on their Amazon page, they need to make sure respondents are directed to the Amazon page associated with the product they purchased.

With the above in mind, the company might send the following special properties for promoters, based on the product that was purchased:

The Foam Mattress

• Thank You page message: properties[thank_you_message_if_promoter]=If you have a moment, leave a quick review about The Foam Mattress on our Amazon page
• Thank You page link text: properties[thank_you_link_text_if_promoter]=Leave a Review!
• Thank You page link URL: properties[thank_you_link_url_if_promoter]=https://www.amazon.com/The-Foam-Mattress/

Cooling Pillow

• Thank You page message: properties[thank_you_message_if_promoter]=If you have a moment, leave a quick review about the Cooling Pillow on our Amazon page
• Thank You page link text: properties[thank_you_link_text_if_promoter]=Leave a Review!
• Thank You page link URL: properties[thank_you_link_url_if_promoter]=https://www.amazon.com/The-Cooling-Pillow/

Remember, you can always Skip the above Thank You Page and also take customers directly to those third-party review pages.

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