Contact & FAQ

(A more detailed FAQ page can be found after logging in.)

How can I contact you? is operated by ProblemFree Limited

For Cancellations:

For security purposes please log-in to your account first and then return to the contact page.

For general queries:

E-mail: (all queries including technical support.) (Please include your login name if you have one)

Do you have a privacy policy, who owns my data?

All data you collect belongs to you and we will only use it for the purpose of delivering this service. We respect our customer's privacy and your results will remain completely confidential! Please see our full privacy policy for more information.

You can also also view our terms and contitions click here

Is it really free?

Yes! The free account allows you to create a survey of up to 20 questions and receive up to 100 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.

  • Up to 20 questions
  • 100 responses per survey
  • 10 days per survey

Who can use this service?

The service is available to everyone. For example businesses often use it to conduct employee satisfaction surveys, receive customer/product feedback, or book people into events. Student and academics use the service to collect a wide range of data on every topic you can imagine. We also have a large number of government and charity orginisations using the service.

How do I create and distribute my survey?

Easy, once you've opened an account you simply start a new questionnaire and enter any questions you want answered. If you already know what you want to ask then this will only take a few minutes to complete.

When you are happy with the questionnaire just click the launch button and the service will provide you with a standard web link to your survey which you can add to your website, blog or newsletter. We can also provide you with some 'popup' window code to add to your website, or you can upload a list of e-mail addresses (OPT-IN SUBSCRIBERS OR EMPLOYEES ONLY) and send them an invitation to take your survey.

How are the results collected and analysed?

We collect and store the results data for you. The data will appear in your account instantly.

Our results page will analyse the data for you and display various charts showing the totals and averages for each question. You can also use the chart wizard to display a useful static or animated chart for use in presentations or documents.

If you are a paying customer then you can view the completed surveys individually or download them as a spreadsheet. In addition the individual results can be emailed to you as soon as they are collected which can be handy if you are using the questionnaire as a sales or contact form

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?

  • Ask as many questions as you want.
  • Up to 1000 responses in your account (larger accounts available).
  • No time limits.
  • View the individual responses.
  • Receive email notification of new responses.
  • Create rich reports with charts and data.
  • Download reports as PDF.
  • Spreadsheet download.
  • Customize the appearance of the survey to match your brand.
  • Replace our logo with one of your own.
  • Create your own thank you page or take the user to an external web site.
  • Protect against duplicate responses.
  • Compare multiple filtered sets of your surveys data.

For a small additional fee we also offer an additional add-on package which includes both items listed below:

  • Question branching (sometimes referred to as skip-logic). For complex surveys use this to skip pages depending on a previous answer.
  • Online Quizzes and Tests. Quizzes are automatically scored to save you time. Ideal for schools or corporate training!

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.

What companies use your service?

The list below is just a small selection of the companies who have used our service since we began in 2001.

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 organizations: 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.

How do I cancel?

Please use the cancellations link on the contact/support 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.

Are surveys anonymous or can I track who has responded?

You can conduct both anonymous or tracked surveys (you need to distribute the survey through our built-in email system if you wish to use the tracking option.)

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 videos into your surveys

Can I collect free text 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.