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Contents General sales and information Is it really free? Yes! The free account allows you to create a survey of up to 20 questions and receive up to 50 responses over a 10 day period, beginning when you start creating your survey. If you go over any of these restrictions then your results will still be collected and stored but you will be unable to view them until you upgrade.
What happens if I exceed the limits of the Free account? Your surveys will continue to work and the results will still be collected for a time. You will not however, be able to view the results unless you upgrade the account. What do I get if I upgrade to SurveyExtra?
What does it cost to upgrade? The standard survey extra account costs just US$19.99/month, and US$9.99/month for students and academic users for storage of up to 1000 responses. If you require more responses you can upgrade to a larger account at the same rates per 1000 as above. Do you have a privacy policy, who owns my data? Yes, please click here to view our privacy policy. You will find that you any data you collect belongs to you and you only. We respect our customer's privacy and your results will remain completely confidential! Online quizzes and tests (optional - perfect for the classroom or employee training and evaluation) For an extra US$9.99/month you can create online quizzes which can be automatically marked to save time. The results can be displayed to the user immediately after they have finished the test or they can be kept private and downloaded by the survey owner at a later date. Unlike other systems ours has been designed around speed and ease of use, you could have a quiz setup in just a few minutes. Rebranding your surveys You can replace the our logo on your survey with your own by subscribing to our Survey Extra service. Larger organisations: If you need to replace the domain name used in the link then please contact us for assistance, there is a fee of US$1,500/year for this service. I would like to upgrade my subscription, can I pay by cheque or bank transfer? We can only accept monthly payments by credit card, however we are happy to accept cheques or wire payments for accounts paid annually. Please contact us for details, you need to be invoiced before sending a payment in this way. How can I get the complete set of individual results, not just the aggregated totals? After you upgrade you can download the complete set of results as a spreadsheet. This can be loaded into any standard spreadsheet package including Microsoft Excel or Lotus. Can I download to SPSS? Results can be downloaded as a CSV file which will normally open in Microsoft Excel or another spreadsheet application when opened. If you save the file to disk first however then you can use SPSS's import functionality to open the file as you want. Are surveys anonymous or can I track who has responded? By default all surveys are anonymous, we do not track a persons email or provide you with a respondents IP address. If you are conducting an email survey and wish to track who has or hasn't responded then please contact us as we have additional options which will suit these requirements. Can I add images to my survey? Yes, we provide a personal image library system with each account that allows you to upload your own images and use them in your question text. Can I add video clips to my survey? Yes, you can insert YouTube, Google Video and other online media into your surveys. Can I collect text verbose responses as well as fixed answers? Yes, respondents can type answers to questions if you require. The results will be available in the spreadsheet download and the results page as normal.
How do I cancel? Please use the cancellations link on the contact us page after logging in to your account. Please ensure that you only cancel when you are finished with your results, as your account will revert to the free status after cancelling and you will no longer have access to your results. Why have I been billed again? As stated on the payment page and reiterated by WorldPay before you entered your card details, the SurveyExtra account is a monthly subscription which you must cancel if you do not wish to continue. Please note that deleting or suspending your surveys does not cancel the account, you must use the cancellation link as detailed above. How do I change my credit card details? The easiest way to change your credit card details is to cancel the existing billing account and then upgrade again with the new card. To cancel your existing account please log into your account and use the cancellations option on the contact us page. Once you have done this log back into your survey account (it will now be a free account) and click on the upgrade link to upgrade again. If you do this you will not loose any of your surveys. How do I get a receipt? You should be receiving receipts from WorldPay automatically each month to your email address. To download old receipts please click on the link below. You will need your WorldPay log in details that you were sent when you upgraded. If you have forgotten these details you can request a reminder from the same page. Login to worldpay shopper management system If you would like to be invoiced for an annual account please contact us.
How do I upload my own logo and replace yours? IMPORTANT: Please do not use a company logo or any other trademark unless you have permission from the relevant department or person to do so. Images from banks and financial organisations are NOT allowed unless written authorisation can be faxed or e-mailed to us first. From the "My Surveys" page click "Edit" next to the name of your survey to enter the survey editor. No proceed to step 2 and locate the image upload option. There are two ways to replace the logo.
Can I customise the design and colours used in my survey? Yes, with the latest release of our system you can create your own survey styles. The option for this can be located at the top of the survey editor, marked "Edit Style" This is a Survey Extra feature and is not available for free users. Problems with international characters and wording. Please ensure that you have set the "Language" option at the top of the survey editor to the correct language. This will use the built in translations for any messages that appear when someone takes your survey. Importantly it also changes the character encoding so that international symbols are correctly displayed.
Distributing the survey by e-mail (using your own e-mail application)
See notes on spamming and acceptable use below before sending any emails Distributing the survey by e-mail (using our e-mail system)
See notes on spamming and acceptable use below before sending any emails Spamming and Acceptable Use No form of spamming will be tolerated, CAN-SPAM laws must be adhered to. All recipients must have opted-in to receive emails from you, whether they commercial or not. These rules apply equally to non-commercial research mailings. You or your company must have the relationship with the recipients, i.e. no borrowing of lists as this generates a large number of complaints. If you want to send your survey to a list belonging to another organisation then they must send the e-mails for you. The should clearly identify themselves as the sender. No purchased or third party lists of any kind are allowed. Again the recipient must have opted to receive correspondence from you. All e-mails sent containing links to our surveys MUST contain your name, organisation name, address and contact telephone numbers as well as have a valid reply e-mail address. If you are using our email system then your e-mail list must be clean of any bounced addresses within the last 6 months and not contain any generic email addresses (sales@ support@ webmaster@ etc.) When these rules are not obeyed complaints are quickly generated and are usually sent to our ISP. They will contact us and ask that your account be immediately terminated. Accounts will be closed at our sole discretion Using a web site popup
Why can I only see the group data and not the individual results Full data is only available to Survey Extra subscribers. Upgrade for access to the individual data, filtering, benchmarking and spreadsheet features. What question types does the filtering option work with. Currently filtering works with the question types: 1. Choose ONE of the following and 2. Choose ANY of the following. Can results be shared to others without providing them with access to our account? For distributing the results to up to 20 people we have a dedicated results sharing facility which is available on request. The is an additional cost for this to be setup. Please contact us for more information. Alternatively you could just save the results page as a PDF and email it to those who require the data. Here are links to two good and FREE PDF converters. They both work by installing a virtual printer onto your computer which saves the document to disk as a PDF when you print a document to it. They are compatible with any PC based web browser or application. http://www.cutepdf.com/Products/CutePDF/writer.asp Please note that these products are provided by third parties, use is at your own risk. What is the results benchmarking feature? The benchmarking feature transposes a single persons questionnaire answers onto the group results so you can compare their answers with the group. Advanced reporting options are available to Survey Extra subscribers only. Upgrade for access to the individual data, filtering, benchmarking and spreadsheet features. The spreadsheet file is not opening correctly in Excel. (with non-english regional settings) If the values on the spreadsheet are all appearing the first column and are not being separated correctly then this is because your computers regional settings are causing problems with Excel. If this happens please download new copy of the spreadsheet directly to disk by right clicking the spreadsheet link and selecting "Save As..." (do not save from Excel if you already have it open.) Now open Excel (from the start menu, and NOT by double-clicking the downloaded file.) From the Data menu select the "Import from file" option instead. On the next page select delimited and on the following page select the comma , as the separator and the double quote " as the text delimiter. The spreadsheet should appear correctly in the preview window, when it does click finish and the file should be open correctly. Alternatively you could change your regional settings (in the control panel to US english or change the default separator to a comma (it is probably set as a full stop/period at the moment.) If you have further difficulties with this please contact customer services.
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