Looking to gather better feedback without wasting hours fiddling with survey tools? If you’re using Delighted, or thinking about it, this guide’s for you. We’ll walk through how to create and actually customize survey templates in Delighted, so you can get the info you need—without getting lost in a maze of unnecessary options. Whether you’re running customer NPS, employee check-ins, or something a little weird (hey, we don’t judge), this is how to make Delighted work for your workflow.
Why Templates Matter (and Where Delighted Fits In)
Let’s be real: most survey tools are either too rigid or too fiddly. That’s where Delighted stands out—it’s meant to be simple, but with just enough settings to let you actually customize things. Templates save you from starting from scratch every time. They’re handy if you: - Run the same survey for different teams or products - Need to keep branding consistent - Want to quickly launch feedback campaigns, not wrangle with formatting
But don’t expect miracles. Delighted isn’t SurveyMonkey; it’s built for straightforward feedback, not PhD-level research. If you need deep branching logic or wild design control, you’ll hit a wall. For most business workflows, though, it’s more than enough.
Step 1: Getting Set Up in Delighted
Before you start, you’ll need: - A Delighted account (obviously) - The right access level (Admins can do everything; others might be limited) - A basic idea of your survey goal (NPS, CSAT, CES, or open-ended feedback)
Pro tip: Don’t overthink it. Most teams get stuck planning a “perfect” survey. Start simple, then iterate based on real responses.
Step 2: Creating a New Survey Template
Delighted doesn’t call them “templates” in the way some platforms do, but you can create surveys with reusable settings. Here’s how:
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Go to the Dashboard.
Once logged in, head to your main Delighted dashboard. -
Add a New Project.
Click “+ New Project.” Each project can act as a template for a specific workflow or team. -
Pick Your Survey Type.
Delighted offers a handful: - NPS (Net Promoter Score)
- CSAT (Customer Satisfaction)
- CES (Customer Effort Score)
- 5-star and smiley face scales
- Open-ended questions
NPS is the default for a reason. If you’re unsure, start there. You can always change later.
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Name Your Project Clearly.
Use a name that actually means something: “Customer Onboarding NPS - Q2 2024” beats “Survey #3.” -
Choose Your Distribution Method.
Email, SMS, web, link, or kiosk. Pick the one that matches your workflow. -
Save Your Project.
This “project” is now your template. You can duplicate it for future use.
What to skip: Don’t bother creating a new template for every minor tweak. Just duplicate and edit as needed.
Step 3: Customizing Your Survey Template
Here’s where most people get overwhelmed. Delighted doesn’t drown you in options, but you can still make it yours.
3.1. Edit the Survey Question
- Change the default wording to fit your voice. “How likely are you to recommend us?” is fine, but “Would you suggest our service to a friend?” might resonate more.
- Keep it short. People stop reading after two lines.
3.2. Add or Remove Follow-Up Questions
By default, Delighted asks for a comment after the main rating. You can: - Make follow-up required or optional - Edit the prompt (“Tell us why you chose that score” can be changed to something more specific) - Add additional follow-ups based on the score (ex: ask promoters for testimonials)
Caveat: Delighted isn’t built for long, multi-question surveys. Keep it focused—one main question and one or two follow-ups max.
3.3. Branding and Appearance
Nobody wants a generic survey. Here’s what you can tweak: - Logo: Upload your company’s logo for a bit of polish. - Colors: Match the survey color to your brand (but avoid eye-searing neons). - Thank You Page: Customize the message or add a call to action (like a link to leave a review).
What you can’t do: Don’t expect total design freedom. Fonts and layout are locked down—you get consistency, but not much flair.
3.4. Language and Localization
If you’ve got customers around the world: - Delighted supports multiple languages, but you need to set up each language version manually. - Avoid Google Translate for business-critical surveys; invest in real translations if you care about your data.
Step 4: Streamlining Survey Workflows
Templates are only useful if they actually save you time. Here’s how to make sure they do:
4.1. Use Saved Projects as Templates
- When you want to run a similar survey, duplicate an existing project.
- Edit just the parts you need (like time frame or recipient list).
- This keeps your branding, wording, and settings consistent.
4.2. Automate Distribution
- Connect Delighted to your CRM or helpdesk (like Zendesk or HubSpot) for automatic survey sends.
- Set up triggers: after a purchase, support ticket, or any custom event.
- Use Delighted’s integrations or Zapier for most business tools.
Pro tip: Don’t blast everyone. Target your surveys to the right moment (e.g., right after onboarding, not months later).
4.3. Manage Survey Cadence
- Avoid survey fatigue: Delighted has built-in throttling so people don’t get bombarded.
- Default is 6 months between surveys per contact—adjust as needed, but don’t get greedy.
Step 5: Reviewing Results and Iterating
No template is perfect out of the gate. After you’ve sent your first round:
- Check your response rate. Under 10%? Your survey’s probably too long or poorly timed.
- Read the comments—don’t just look at the scores.
- Tweak your follow-up questions if you keep getting useless answers (“IDK,” “N/A,” etc.).
- If you’re not getting the data you need, don’t be afraid to scrap the whole template and start fresh.
What to ignore: Vanity metrics. If feedback isn’t actionable, it’s just noise.
Common Pitfalls (And How to Dodge Them)
- Making surveys too long: Delighted is at its best with single-question surveys plus one or two follow-ups. If you want a 15-question monster, use something else.
- Ignoring mobile users: Most people answer on their phone. Preview your survey on mobile before rolling it out.
- Forgetting to test: Send yourself a test survey. Check for typos, branding mistakes, weird logic.
- Not closing the loop: If you’re not acting on feedback, you’re wasting everyone’s time (including your own).
Keep It Simple, Iterate Often
The beauty of Delighted is how little you need to do. The best surveys are short, clear, and easy to send. Don’t get bogged down with endless tweaks or try to design the “perfect” template up front. Start with something basic, launch it, and see what happens. Then tune it based on what actually works for your business. Most importantly—keep listening, and don’t let survey tools slow you down.