Delighted Surveys or CX? Features & Uses

Introductory video

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Jump to Creating Surveys or Creating and Managing CX Projects to learn more.

The TL;DR

Here's the TL;DR of our two amazing products:

Surveys	With Delighted Surveys, you can create literally any questionnaire imaginable. Jump start your creativity with our pre-built templates, AI-powered Recommended Questions, and smooth collaboration – it's everything you need to take your surveys to any situation you can think of!
CX	Effortlessly reveal customer insights over time with Delighted's all-in-one CX solutions. Launch evergreen surveys along the customer journey — with NPS, CSAT, CES, 5-Star, Smileys-Likert, and more. Drive action and Close the loop smoothly with our time-tested CX distributions, reports, alerts, trends, properties, and Dashboard filters.

Switching between Delighted Surveys and Delighted CX.

Switch between the solutions by picking "Delighted Surveys" or "Delighted CX" from switcher menu.

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Example use cases & videos

Surveys

Surveys 1: Understanding Customer Needs before a Product Launch

As an analyst on the marketing team, you're conducting a targeted survey (25% user sample, 5 key questions) to gather customer insights for a new product launch campaign next quarter. Focusing on user habits, use cases, and task frequency, the two-week survey will inform a comprehensive pre-campaign customer profile report. (Surveys is perfect for this!)

Take this example survey.

Surveys 2 — Gathering User Insights on a New Feature

As a product manager in tech, you need to understand the user experience with a recently launched feature. You incorporate a brief survey accessible through a "Leave feedback" link within the product itself. This survey remains open one month post-launch, providing valuable data for an initial results presentation. Additionally, you keep the survey open to capture ongoing feedback for future software updates. (Surveys fits this use case perfectly!)

Check out this example survey.

Learn all about Surveys in this video

CX in eCommerce

CX 1 — Optimizing Customer Success

To ensure efficient and effortless customer interactions at your eCommerce business, as a manager you routinely follow up with a CES survey after support inquiries and returns. The monthly metrics informs individual one-on-one coaching sessions with team members and helps continually improve the support experience. ( CX is perfect for you!)

Take this example survey.

CX 2 — Promoting Long-Term Retention

To ensure a smooth user experience, you will send a brief CSAT survey one month after signup to gather feedback on the success of a customer's initial implementation. You need to continue these check-ins every six months to identify any potential roadblocks. All negative feedback is routed to your support team for prompt follow-up. ( CX is the tool for you!)

Explore that example survey.

Learn all about Delighted CX in this video

</section></dd></dl> <a href="#top">Back to top</a><hr><h2 id="features">Individual feature comparison</h2> We'll now jump step-by-step into each general feature area and outline the differences between the two products. <table> <tbody> <tr> </tr> <tr> <td> 1 </td> <td> <a href="#sending">Distribution platforms and sending.</a> </td> </tr> <tr> <td> 2 </td> <td> <a href="#survey-types">Question types and customization.</a> </td> </tr> <tr> <td> 3 </td> <td> <a href="#properties">People and properties.</a> </td> </tr> <tr> <td> 4 </td> <td> <a href="#act">Receiving and acting on feedback.</a> </td> </tr> <tr> <td> 5 </td> <td> <a href="#reporting">Reporting and analytics.</a> </td> </tr> <tr> <td> 6 </td> <td> <a href="#integrations">Integrations.</a> </td> </tr> <tr> <td> 7 </td> <td> <a href="#account">Account settings and users.</a> </td> </tr> </tbody> </table> <a href="#top">Back to top</a><hr><h2 id="sending">1. Distribution platforms and sending</h2> Surveys allows you to send surveys via a survey <a href="https://surveys-help.delighted.com/article/789-link-distribution">Link</a> (or QR code) and a <a href="https://surveys-help.delighted.com/article/784-web-distribution">Website widget</a><dl><dd> <img src="https://s3.amazonaws.com/helpscout.net/docs/assets/5893d8f5dd8c8e73b3e9452c/images/66427c5fe127f12a7e6119f8/file-wbhnGUcFkZ.png"> </dd></dl> CX allows you to send via:<dl><dd> <img src="https://s3.amazonaws.com/helpscout.net/docs/assets/5893d8f5dd8c8e73b3e9452c/images/65f5b261c7af9d69c480b225/file-EKu9BvCJEA.png"> </dd></dl> <table> <tbody> <tr> </tr> <tr> <td> Email </td> <td> Includes email reminders, sending from your own email domain, and Autopilot for recurring surveys </td> </tr> <tr> <td> Embed </td> <td> Places CX surveys&nbsp;into your own marketing emails via <a href="https://youtu.be/IdAH7bmm_Ww">Klaviyo</a>, <a href="https://youtu.be/Hdh-llQ7YWo">Mailchimp</a>, <a href="https://youtu.be/R2-VH7Gr6j4">HubSpot</a>, or other marketing automation platforms and service providers </td> </tr> <tr> <td> Web </td> <td> Provides a snippet of Javascript that can be added directly to pages on your website </td> </tr> <tr> <td> Link and QR code </td> <td> Applies&nbsp;URLs and QR codes to a widest variety of channels; including email, messages, chats, web pages, social media, print media, presentations, and more </td> </tr> <tr> <td> Kiosk </td> <td> Displays CX surveys in any physical location using the Delighted Kiosk app&nbsp; </td> </tr> <tr> <td> Mobile SDK </td> <td> Delivers a&nbsp;set of tools for&nbsp;developers to help integrate CX surveys into iOS or Android apps </td> </tr> </tbody> </table><dl><dd> Note: CX also supports throttling, which helps prevent oversampling.&nbsp; </dd></dl> <a href="#top">Back to top</a><hr><h2 id="survey-types">2. Question types and customization</h2> Surveys offers increased flexibility through fully custom survey flows, made up of more than eight question types:<blockquote><ul><li>Multiple choice</li><li>Multiple select</li><li>Short-form text entry</li><li>Long-form text entry</li><li>Numeric scale</li><li>Smiley face scale</li><li>Thumbs up/ thumbs down</li><li>Five stars scale</li></ul> </blockquote> Questions can be placed in any order, and logic allows you to conditionally show questions based on previous responses (e.g., if a customer says, "No, I haven't made a purchase in the last 6 months," you can send them to the end of the survey or ask why they haven't purchased). Preview the entire survey before you send it out. Unsure of where to start? Surveys also offers templates in categories,&nbsp;popular recommended questions (like demographic and situational questions), and AI Recommended Questions.&nbsp;<dl><dd> <img src="https://s3.amazonaws.com/helpscout.net/docs/assets/5893d8f5dd8c8e73b3e9452c/images/65f5b629c68a4c3aac88861e/file-SMSU9Djcgu.png" style="width: 114.818px;"> </dd></dl><dl><dd> <img src="https://s3.amazonaws.com/helpscout.net/docs/assets/5893d8f5dd8c8e73b3e9452c/images/65f5b4b4909e484dba2105c4/file-mSpxRTTKPL.png"> </dd></dl> CX revolves around best practices for established customer experience measurement methodologies, including:<dl><dd> <img src="https://s3.amazonaws.com/helpscout.net/docs/assets/5893d8f5dd8c8e73b3e9452c/images/65f5b55d909e484dba2105c6/file-nNNrMltIF0.png"> </dd></dl><blockquote><ul><li>Net Promoter Score (NPS)</li><li>Employee Net Promoter Score (eNPS)</li><li>Customer Satisfaction (CSAT)</li><li>Customer Effort Score (CES)</li><li>Product/ Market Fit (PMF)</li><li>Smiley face scale</li><li>Thumbs up/ thumbs down</li><li>Five stars scale</li></ul> </blockquote> These questions will always be the first question in your CX surveys, followed by an open-ended text question. You can then add up to 10 Additional questions, with the following question options:<blockquote><ul><li>Multiple choice</li><li>Multiple select</li><li>Text entry</li><li>Numeric scale</li><li>Email capture</li><li>Name capture</li></ul> </blockquote> Both Surveys and CX allow for branding customizations, like adding your logo and specifying your survey color, but CX&nbsp;are customized on a per-survey basis, while Surveys maintains the same branding across your account. Surveys also offers the unique Collaborate feature, which allows you to capture comments from colleagues about your surveys and reports before sharing them more broadly, even if they don't have Delighted accounts. <a href="#top">Back to top</a><hr><h2 id="properties">3. People and properties</h2> CX allows you to capture respondent information such as email and name, as well as properties, like order numbers, contact ids, or other data. Each person surveyed has a unique profile in CX where you can track the feedback they've given over time. You can also use special properties to dynamically update parts of a survey, like the question or the email subject line, based on who you're sending to. Surveys is simpler. You can capture the email address of the respondent. Other information has to be presented as a question for data collection and comparisons. <a href="#top">Back to top</a><hr><h2 id="act">4. Receiving and acting on feedback</h2> Once you've received feedback, you can use CX to filter by response date and properties, to trigger Alerts based on responses, and to build Trends based on your data. Surveys instantly builds a results feed that helps you keep track of your responses and allows you to tag your open-ended feedback. With both products, you can export all of your data at any time&mdash;that feedback is yours! <a href="#top">Back to top</a><hr><h2 id="reporting">5. Reporting and analytics</h2> Surveys automatically creates visualizations for each of your questions, so it couldn't be easier to view the results of your surveys. Use our report builder to compile custom reports to share with your teams, and compare results from two questions for powerful data analysis. Feedback&mdash;either individual responses, single questions, or entire reports&mdash;can be shared with teammates, whether or not they have Delighted accounts. CX offers five unique, prebuilt reports:<blockquote><ul><li>Over time report</li><li>Snapshot report</li><li>Pivot table report</li><li>Additional questions report</li><li>Benchmark report</li></ul> </blockquote> These reports are created automatically and can be filtered by date or to a specific Trend that you're tracking in your data, either defined by keywords in the response or by properties you pass to segment data. <a href="#top">Back to top</a><hr><h2 id="integrations">6. Integrations</h2> Surveys has several integrations currently, and we're working on more! Use <a href="https://surveys-help.delighted.com/article/744-surveys-webhooks">Webhooks</a> to connect feedback to your external platforms, and use the <a href="https://surveys-help.delighted.com/article/745-integrating-with-slack">Slack</a> integration to notify your team when new responses are received. The <a href="https://surveys-help.delighted.com/article/769-google-sheets-integration-for-surveys">Google Sheets</a> is also a powerful, and most requested integrations. Importantly, you can build almost any integration you need with <a href="https://surveys-help.delighted.com/article/759-the-zapier-integration">Zapier</a>.&nbsp;Surveys supports global integration authentication&mdash;so you only have to connect each integration once. CX offers a robust integration suite, with over <a href="https://help.delighted.com/category/425-integrations">fifty integrations</a> and a REST API. CX also features our Testimonials feature, which allows you to highlight the positive feedback you've received on your website. <a href="#top">Back to top</a><hr><h2 id="account">7. Account settings and users</h2> Both CX and Surveys allow you to log in with Google or Apple SSO, change your passwords, dual-authenticate, and invite other users to your account. CX also allows you to set a data retention policy to auto-delete or auto-anonymize feedback after a set period of time, as well as three separate user access levels. <a href="#top">Back to top</a><hr><script src="https://cdn.weglot.com/weglot.min.js" type="text/javascript" type="text/javascript" type="text/javascript" type="text/javascript" type="text/javascript"></script><script type="text/javascript" type="text/javascript" type="text/javascript" type="text/javascript" type="text/javascript">&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt;&lt;p&gt; Weglot.initialize({ api_key: 'wg_7050858d869bbb003c30898bdab522356' }); </script>