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Delighted

Overview

Incorporate customer feedback when improving the quality of your customers’ experience by combining NPS ratings with your user data. Using our new Delighted + Heap Integration, you can track your customers’ NPS ratings and how they change over time. With Heap + Delighted data you can:

  • Segment users into Promoters, Passives and Detractors to use in any comparative analysis.
  • Measure the changes Average NPS score over time based on user engagement.
  • Determine which key activities are correlated with high NPS scores to improve your customers’ experience.

Setup

To connect the Delighted source, you'll need to have the following privileges:

  1. Admin or Architect privileges in Heap
  2. Admin access to your Delighted account

To get started, visit the Delighted source in the app and click Connect in the top right of the page.

You will then be prompted to specify an email property if you haven't set one up already for your selected environment. The selected user property needs to be the user property associated with your users' email addresses as this is the property Delighted uses when sending Heap data about your users.

Email User Property Required

The property selected for Delighted needs to map to an email address user property (or identity) in Heap and this property cannot be changed once selected. Please don't hesitate to reach out to us if you're unsure if you what to select or if you have the required data in Heap for this source.

Once the email property has been set, you'll be prompted for your Delighted API key. The value for your Delighted API key can be found here.

After specifying your Delighted join key, you'll be prompted to configure the integration within your Delighted account:

  1. Within Delighted go to Settings > Integrations > Webhooks or visit this direct link.
  2. Add a rule for All Responses to send a request to https://heapanalytics.com/api/integrations/delighted/webhook?api_key=<API Key> and replace <API Key> with the key value found here.

Once completed, the source connection page will present Waiting For Data until the first event data from Delighted is seen by Heap at which point the connection status will change to Connected. Heap will by default backfill your survey results and start collecting all survey responses going forward in real-time.

Please don't hesitate to reach out if you have any questions or if you're running into trouble with the source connection process!

Data Format

Each time a user responds to a Delighted survey, Heap automatically captures an event type Submit Survey with the following properties on the event:

  • Score: Score associated with the survey response (Number).
  • Comment: User's comment associated with the score (String).
  • Permalink: Permanent link to the user's survey in Delighted (String).
  • Created at: Time the survey was first submitted (Date).
  • Updated at: Time the survey was updated (Date).

Additionally, Heap will store one user property for the user's most recent survey result entitled Delighted: Last Score.

Delighted