Module 7: Investigating people and platform metrics
In this module:
- Interpreting Metrics.
- Sorting the People page.
- Exploring Response Histories.
- Deleting and Unsubscribing people.
And a bit of help:
Module 7 video
Prefer to read along?
Click CC to enable captions in YouTube or read the full transcript below.
Module 7 practice quiz
FYI: All of the questions on the final exam are taken from the practice quizzes!
- Click here to take the practice quiz for Module 7
- Click here to review the quiz answers
Show Notes № 7
- The Metrics Tab in the Help Center
- Managing People and Properties section of the Help Center
- Read about the unsubscribing people endpoint feature in our API
- Best Practices for Sending
Quiz answers
Read the transcript
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Welcome back to the Delighted Admin Certification! In this penultimate module, we’ll pry open the Metrics tab.
Metrics summarize the performance of every platform in your distribution mix, which helps answer a critical question: “Are we proactively reaching the right people?”
A bit deeper into this module, we’ll dissect the People page. This very useful page tracks everyone ever surveyed in a project.
Metrics help evaluate the effectiveness of your survey distributions. Tracking starts at the moment you start sending your surveys and carries on throughout the campaign. Whether you’re looking at response rates for the Email platform or the total impressions for your Web distribution, Metrics quantify what’s happening.
Click the tabs along the top of the Metrics page and view each of Delighted’s platform summaries, including: Email metrics, Web metrics, Link, Kiosk, and Mobile SDK metrics.
Since we don't have time to cover each platform in detail, we'll use Email Metrics as our proxy to illustrate the major points.
The Metrics pages can be filtered by date. Unlike the Dashboard, the Metrics page is filtered based on when the surveys were sent, not when they were responded to. The page includes these metrics:
The Sent section displays the total number of email surveys you've distributed within a selected date range.
Opened shows the number of opened emails (even if the surveys were not answered)
Responded shows the number of email sends resulting in a response (either with or without comments). Basically, it’s the number of people who clicked on a score.
Commented gives you the percentage of responses that included a response to the comment page.
Throttled reveals the number of surveys that were not sent because the respondent had received the survey recently (aka, within the throttle period).
Bounced gives you the number of emails that bounced before delivery. (In other words, it was rejected by an email server, perhaps due to a bad email address)
And last but not least, the Unsubscribed block . . . displays the number of sends that resulted in people unsubscribing (Sadly, these people will never know what they are missing!)
Check out the link in the Show notes detailing all the metrics shown on each tab in the Metrics page.
Let’s take a look at a few scenarios. In each case, we have a question, and the Metrics page has the answer!
In our first scenario, we’re visiting Eta. Eta runs the eNPS surveys for her organization’s HR team. Normally, these surveys run automatically with Delighted’s Autopilot feature.
Now, Eta wants to send out a pulse to all of the team members this month! So she imported her list to the Survey people page and sent her survey.
But she hasn’t received any responses, and it’s been 24 hours! (Panic sets in. Is everyone in the organization simply ignoring her surveys?)
Let’s take a look at the Metrics page. Can you determine why Eta’s coworkers haven’t filled out the eNPS pulse?
Her eNPS survey was throttled! It looks like Eta has set up a 3-month throttle period for her eNPS survey, which means that if she attempts to send an extra survey before the 3 months have passed, the emails won’t be sent. She can reduce that throttle in the project settings and re-upload her list in the One-time send box and resend her survey.
Okay, on to scenario 2: Delta is responsible for distributing the quarterly NPS survey to customers. He received responses this quarter and, in preparing his report, realized that he received a lot fewer responses than the last time he sent.
Delta knows his teammates are going to wonder why, so he plans to investigate and come prepared. How can he do this?
Let’s take a look at the Metrics page and see if we can uncover some answers for Delta. We’ll filter to each time period and compare. This quarter is above, and last quarter is below. What do you think?
Interesting: while more responses were received the last time Delta sent the survey, the response rate is actually about the same! That’s because more surveys were sent out last quarter than this one. After doing some more thinking, Delta realizes that this makes sense: last quarter was the holiday season, and they had a lot more customers to survey than this quarter. Now he’s armed with the knowledge that the response count might be lower, but the response rate is remaining strong.
What if you suspect that a specific person isn’t receiving your survey? Clues as to why can be found in their Response History page. We’ve alluded to Response History pages in previous modules. Let’s take a deeper dive and then put this report to work solving problems.
A Response History provides a detailed record of every interaction that a respondent has had with a Delighted project. As you remember from Module 5, you can open a Response History page by clicking the Name or Email in the top-left corner of any response tile, or click it open from the People page.
There's a lot to unpack in a Response History. Let’s power through the list, starting with the Name section: A quick note here: anonymous surveys replace names with Person and a number, like 12345.
Email address: Again, the email address will only appear when a survey response isn’t anonymous
Jumping to Status: Here you’ll notice if a participant is Active or Inactive. Respondents are marked inactive if their emails bounce or they voluntarily unsubscribe
Survey frequency posts the number of times the respondent has been surveyed
Last surveyed stamps the date of the last time they were sent a survey
Can be surveyed again shows exactly when the Throttle period ends for this person. (By default, this will be 30 days after their last surveyed time)
Delete this person purges a person’s entire record! Importantly, this Delete option is only available to Admins.
The Feedback tab opens by default, and displays a copy of the response tiles as seen on the Dashboard. (And before you ask, yes, you can open the Permalink page, Additional Questions summary, and the Tags page from this tile! That’s helpful, believe me.)
Finally, click Export Feedback to download a CSV copy of this Response History
Now let’s look at the Activity tab: Click this tab to reveal the date and time of each interaction you’ve had with this respondent
Activity events will let you click each entry to see more information about the activity, such as which properties were included in a survey request
Export all activity: Select this Export link to download to a CSV file detailing every interaction a respondent has had within this project.
Digging into an individual’s Response History can help troubleshoot what’s up with a specific email send.
Look at the Status section and click the Activity tab for clues.
For example, in Ellie’s case, the survey has been Throttled, so her follow-up survey was not sent because not enough time had elapsed. Problem identified!
The People page stores, alphabetically, the Response Histories of everyone you've ever surveyed. And it doesn’t matter which platform you’ve decided to deploy. (Literally! Everyone surveyed on every platform in your distribution mix is saved on the People page!)
Want to know how to get to this amazing place? Just click People! Then, click on the name of any person to view their Response History. You may even use the Search tool if you know the email or phone number of the individual.
The People page can also be sorted into three important sections: Active, Unsubscribed, and Bounced.
Active includes the People who can be actively surveyed. (Good to know!)
Unsubscribed displays the People who have opted out of your survey (or who you have unsubscribed). (Also good to know)
And finally, Bounced provides a list of People who cannot be reached. These people’s emails may not exist, or sending to their email simply failed too many times. No need to send to these addresses again (in fact, we won’t try). (Very good to know!)
As always, the Show notes contain links to more information on these sections!
As an Admin, you can manage People in more permanent ways by unsubscribing or deleting them.
You can unsubscribe a single email address or an entire batch from the People tab. Simply copy the target email address(es), click “Unsubscribe people” along the left-hand side of the People page, paste or import a list of the email address(es) to be unsubscribed, and Click unsubscribe—in which case the email addresses will now be found on the Unsubscribed list.
Delighted offers an API endpoint called “unsubscribing people” that lets you automatically unsubscribe folks based on specific activities (like churn). Check the Show Notes for more details.
To delete people, including Active, Bounced, and Unsubscribed folks: click the link to the people page, pick the section where the Person is listed, select the Delete option adjacent to the name or email address you wish to delete, and click Delete this person on the subsequent page to confirm.
This process can be helpful if someone reaches out for GDPR purposes. However, we don’t recommend deleting someone just because you didn’t mean to send them a survey —that won’t help!
We don’t recommend deleting anyone just because you don’t wish to survey them — at least in your next round of surveys.
Instead of deleting, check out these potential scenarios and their solutions:
One: You upload a list of people to survey that you didn’t mean to. (Ouch. It happens!)
In this case, if the email hasn’t been sent out yet, navigate back to the Survey people page, click “Survey people” under email, and cancel the scheduled send.
If the email has already been sent out, there is nothing that you can do: you can’t un-send an email.
Two: if someone is listed in the Active section but is marked Inactive, it doesn’t mean they are a couch potato! It’s more likely that the individual previously unsubscribed to Delighted surveys. It can also mean that their email address bounced for another Delighted customer. Delighted will not attempt another send to a defunct address in either case. If you believe this status is in error, reach out to our team and we can help.
Three: You find an unsubscribing error. If you need to resubscribe someone that has been unsubscribed by mistake, send the Concierge team a request to restore them. (Even Admins can’t fix this error without a Delighted staff Concierge as your backup.)
Thanks for joining! Just one module left—we’ll see you there soon.