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Survey Tips, Articles, and Insights
- Click here
for a list articles about creating surveys and getting the most out of the data you have collected.
Got questions?
We are here to answer any questions you might have. In the unlikely event you don't get a live person when you call, just leave a message and you can expect us to call you back right away. Just give us a call at 650.577.9604 or send email to support@custominsight.com.
General Information
Creating a Survey
Collecting Data & Generating Reports
Completing a Survey: The Respondent Experience
System Requirements & Technical Support
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How much will it cost?
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You can try CustomInsight for free - just sign up for our free trial. After that, prices start at $89 for a complete survey package. Licensing and custom solutions are also available. For more on pricing, click here.
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Where will the survey data be stored?
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The survey contents and results will remain on the CustomInsight server as long as your account remains active. If you delete a survey or survey results, the data will be permanently removed from the server. To access the raw data, you can run a report that will generate an Excel spreadsheet containing all response data.
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Are the survey data secure?
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The survey data are as secure as your user name and password. You should not share your password with anybody and your password shouldn't be something that can be easily guessed. To help maintain security, we monitor all login attempts, and if suspicious activity is detected, we will investigate accordingly.
We recognize the importance of confidentiality. Your data are stored in our database until you choose to delete the survey results. Only you and the CustomInsight technical staff have access to your data, and we will not share your data with anybody.
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How reliable are my survey results?
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The reports that are generated contain an accurate summary of the data that were submitted by respondents. For statistical accuracy, you should generally not generate reports for groups of less than 8 respondents. Results based on fewer respondents tend to be statistically unreliable. The more respondents who complete the survey, the more reliable your results will be.
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How are demographic questions used?
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Optional demographic questions can be included at the beginning or end of your survey. You specify your own questions relevant to your situation.
The demographic questions are used when looking at survey results. They allow you to generate reports for specific subgroups so you can compare the responses from these different groups.
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Are there limitations on survey size or respondent numbers?
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No. You can run any size survey with as many respondents as you like.
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How long can my survey be online?
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There is no time limit; you decide when the survey starts and finishes. We usually assume that a survey will not last more than 12 months, but if yours will, just let us know. There is no additional cost for a survey based on how long it will be available.
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What if I don't know anything about statistics?
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No problem. The basic reports are designed to be understood by anybody, and include an explanation of the basic statistical concepts used. These include
- frequency distribution - simply a count of how many people selected each of the rating options for each item
- raw mean - the average rating for each item
- standard deviation - a measure of how much people agree on each item
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Where can I get help creating survey questions?
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If you are not sure how to write effective survey items, we can assist you as part of a custom solution. If you prefer to tackle this on your own, check out our article on writing effective survey questions.
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How do I create/modify a survey?
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When you click on the "Create a free survey" link and complete the short account form, you will be logged into the Survey Administrator. As a first-time user, the interactive tutorial will guide you through the process of creating a survey. If you already know what questions you want to ask, your survey can be live on the internet in a matter of minutes.
Once you have created a survey, you can test it out and then go back and edit it if you need to make changes. While you're setting up and testing out your survey, you can delete the results of the survey and modify it's content as many times as you need to. Once you finish testing and start collecting real responses, you cannot go back and modify the contents of your survey.
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Can I create more than one survey?
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Yes - you can conduct an unlimited number of surveys simultaneously.
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How do I ask people to complete my survey?
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The Survey Administrator includes an email wizard that will help you send email to survey respondents. The wizard includes templates that include all the relevant information and save you the trouble of composing an email message yourself. If you prefer, you can also use your own email system or any other method to ask people to complete your survey.
You can also include a link on your website that will take people directly into your survey.
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Can my survey include branching or skipping logic?
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Yes! You can specify whether to include or exclude specific items based on a respondent's answers to previous questions in the survey.
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What question formats are supported?
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We support a full range of common question formats. For a list of formats, click here.
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What features are available when I create a survey?
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CustomInsight's survey tools include too many features to list them all here. For more details on the features that are available, click here.
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Can I print a paper version of the survey?
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Yes! Once you create a survey, you can download a paper version that you can print and give to respondents who prefer not to complete the survey on the internet. The paper verison can be opened and edited with MS Word. When you create the survey, you also have the option to allow respondents to download the paper version themselves.
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Can my survey be offered in multiple languages?
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Yes! If you want to offer your survey in more than one language, we can help. We've conducted surveys in a variety of languages - from Hungarian to Hebrew to Japanese, just to name a few. Full support is currently available in English, French, German, Spanish, and Danish. Other languages available by request.
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How do I enter the data from paper survey submissions?
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If survey respondents complete the paper version, you will not use the Survey Administrator to enter the data. Instead, you will have to enter them as if you were a respondent. This can be time consuming, so we recommend that you encourage respondents to complete the survey online.
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How do I monitor the progress of a survey?
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Whenever you want to get real-time information on the number of complete and in-progress surveys, you can log in and check these numbers. If you are not getting enough responses, you can use the email wizard to remind respondents to complete the survey. Once you have enough respondents, you can take the survey offline if you want to. You can generate reports at any time, even while people are still filling out your survey. Only complete survey responses are included in the reports.
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When can I view the results of my survey?
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You can generate reports at any time, even while people are still filling out your survey. Several reporting options and formats are available, including full-color HTML, MS Word documents, Excel spreadsheets, and raw data for use in SPSS or other statistical software. If our standard reports don't meet your needs, we can put together a custom report for you as well.
For more details on our extensive reporting features and options, click here.
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Can I look at the results from specific respondents or groups of respondents?
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Yes. You can view each response separately and you can also generate reports that include any demographic subgroup of respondents. If you want to look at data based on responses to other questions in your survey, that is also possible. See below.
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Can I generate cross-tabulation reports?
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Yes. You can run cross-tab (pivot table) reports that examine the detailed relationship between two survey items.
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Can I generate reports based on a date range of responses?
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Yes. You can run reports that only include responses from a specific date range.
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What happens with the data from incomplete survey responses?
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Only the results from "complete" survey responses are used in the reports. If a respondent starts filling out a survey but does not complete it, the response is listed as "in progress". Any such responses remain in the database in case the respondent plans to return to finish the survey at a later time.
When you are finished collecting data, you have the option to examine each incomplete response and mark it as "complete" so it can be included in your results.
"In progress" ratings do not count toward survey respondent totals - in other words, you don't pay for any incomplete responses.
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How do respondents complete a survey?
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Respondents can simply click on a link from your website or in an email that you send to them. This will take them directly into your survey. Alternatively, you can send respondents to a page on our website where they will enter a survey name and password.
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Can respondents go back and review/change their answers?
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Yes. While completing the survey, respondents can go back at any time and review/change answers to previous questions. Once they finish the survey, they will no longer be able to go back and change their responses, however.
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Can a respondent stop and continue later if he/she wants to?
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Yes. At any point in the survey, a respondent can choose to stop and continue later. When a respondent does this he or she is given a unique code that is used to resume the survey at a later time. You have the option of disabling this feature.
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Can respondents download a summary of their responses?
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Yes. Respondents can download an MS Word document that contains the complete survey with their responses.
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If a respondent is disconnected while taking a survey, can the survey data be recovered?
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Yes. Survey responses are saved as the respondent answers them. Every respondent is assigned a unique survey password and asked to write this password down. If the respondent is disconnected, he or she can use this unique password to continue the survey from the last answered item.
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What computer, modem speed, and software do I need to use the Survey Administrator?
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The Survey Administrator works with all types of computers, and will perform well with any modem speed.
The only software you need is a web browser. The survey administrator requires that you have cookies enabled as well. Cookies are used to track your user information as you use the Survey Administrator. They are not used to gather personal information and will not be shared with other web sites. Survey respondents do not need to have cookies enabled.
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What computer, modem speed, and web browser do respondents need to complete a survey?
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Respondents can complete surveys with any computer that is connected to the web. All they need is a web browser.
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How do I contact tech support?
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If you need technical support, send us email.
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What if I forgot my user name or password?
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If you forgot your user name or password, click here and we will send you an email message containing this information.
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What if survey respondents need help or technical support?
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If your respondents have questions that cannot be answered by the online help, they will be instructed to contact you. Usually, if respondents have questions, they are related to the survey content rather than technical problems. If a respondent has a technical problem that you cannot solve, just contact us and we will help.
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info@CustomInsight.com
750 Arrowhead Dr.
Carson City, NV 89706
650-577-9604
Company Info
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