Delighted Surveys or CX? Features & Uses

In this article

• The TL;DR,
• Switching between Delighted Surveys and Delighted CX.
• Example use cases & videos.
• Individual feature comparisons:

1. Distribution platforms and sending.
2. Question types and customization.
3. People and properties.
4. Receiving and acting on feedback.
5. Reporting and analytics.
6. Integrations.
7. Account settings and users.

Suggested next articles: Getting Started with Delighted Surveys and Getting Started with Delighted CX

The TL;DR

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

Switching between Delighted Surveys and Delighted CX.

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

Trial Premium for 14-days!

Do you see this button in your Delighted account? Lucky you! You're eligible to try all of our Premium features (CX & Surveys) free for 14 days. Learn more at Try our free 14-day Premium trial.

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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

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Individual feature comparison

We'll now jump step-by-step into each general feature area and outline the differences between the two products.

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1. Distribution platforms and sending

Surveys allows you to send surveys via a survey Link, (and can also generate QR codes).

CX allows you to send via:

Note: CX also supports throttling, which helps prevent oversampling. 

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2. Question types and customization

Surveys offers increased flexibility through fully custom survey flows, made up of more than eight question types:

• Multiple choice
• Multiple select
• Short-form text entry
• Long-form text entry
• Numeric scale
• Smiley face scale
• Thumbs up/ thumbs down
• Five stars scale

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, popular recommended questions (like demographic and situational questions), and AI Recommended Questions. 

CX revolves around best practices for established customer experience measurement methodologies, including:

• Net Promoter Score (NPS)
• Employee Net Promoter Score (eNPS)
• Customer Satisfaction (CSAT)
• Customer Effort Score (CES)
• Product/ Market Fit (PMF)
• Smiley face scale
• Thumbs up/ thumbs down
• Five stars scale

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:

• Multiple choice
• Multiple select
• Text entry
• Numeric scale
• Email capture
• Name capture

Both Surveys and CX allow for branding customizations, like adding your logo and specifying your survey color, but CX 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.

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3. People and properties

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.

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4. Receiving and acting on feedback

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—that feedback is yours!

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5. Reporting and analytics

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—either individual responses, single questions, or entire reports—can be shared with teammates, whether or not they have Delighted accounts.

CX offers five unique, prebuilt reports:

• Over time report
• Snapshot report
• Pivot table report
• Additional questions report
• Benchmark report

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.

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6. Integrations

Surveys has minimal integrations currently, though we're working on more! Use Webhooks to connect feedback to your external platforms, and use the Slack integration to notify your team when new responses are received. Surveys supports global integration authentication—so you only have to connect each integration once.

CX offers a robust integration suite, with over fifty integrations and a REST API. CX also features our Testimonials feature, which allows you to highlight the positive feedback you've received on your website.

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7. Account settings and users

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.

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