ClientSurveys.ca
Your Online Survey Solution

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ClientSurveys.ca FAQ's
 
/promote/letter_presend_chk.asp
Send an Invitation - email the letters
Send Letter Maximum has been reached
/promote/people_view.asp
Sort by Invitation Date
Invitation List
Send an Invitation - Invitation List page
Reminder Letter
Delete Respondents
Survey Done
Filter this persons responses
Add/Edit responses for an Interview survey
Edit Respondent
Sort by Email Address
Sort by Name
add facility to retrieve password
Invitee''s survey address
General
People with no Email Address
Why would I choose an Internet survey instead of mail or phone?
I've done surveys before and we never get many responses
Can we use our own email program (Outlook etc) to send survey invitations?
We're a company and there are a number of people who need access to our surveys
We have a survey that we did for a customer. We need to give them access but don't want them to access our corporate site.
Privacy
Do you use or sell the information collected in the surveys?
Do you use or sell the email addresses we put into the system?
Security
Is it safe to enter information into your surveys?
How do you collect the information from the survey and where is it stored?
Some staff should not see the survey results but I need them to build the survey.
 
Have a question that isn't answered here? Contact us.
 
/promote/letter_presend_chk.asp
Send an Invitation - email the letters
Once you have selected the Invitation Letter that you wish to send you should 'Send yourself a test letter'. Once you receive that and are sure it is laid out the way it should be, making sure the link has been inserted, it's time to send your invitaton to everyone.

Just below 'Send yourself a test letter' you'll find 'Save Changes and Send Invitation'. This will save any last minute changes that you've made to the letter and then send it to all the people in your invitation list with a checkmark in the Invitation column.

That's it!
 
Send Letter Maximum has been reached
If you are working in a FREE account, you are limited to 50 email letters (invitations + reminders). This is in place to eliminate the potential for this site to be used for spam. Please contact the Support department for more information.
 
/promote/people_view.asp
Sort by Invitation Date
Click this icon to sort respondents by the date they were last sent an Invitation letter
 
Invitation List
This lists all of the people who could be invited or reminded to respond to your survey from within {sitename}. Initially they are sorted by email address but can also be sorted by last name, invitation date (the date they were sent an invitation), or by identifyer.

The columns on this page show you:
- if they are slated to be invited, whether they've been invited and when
- if they are set to be reminded and if they've been reminded and when
- whether they have responded and when, and if it's a Pro survey you may filter that individuals responses.
- an interview survey allows you to add/edit all responses for an individual
- you may edit the respondents name and email address

You can also delete all respondents except the administrators from this page.
 
Send an Invitation - Invitation List page
The information under this heading provides you with a checkbox that is initially checked. All checked boxes here will be sent invitation letters when you are ready.

The envelope with the green checkmark in this column signifies that their invitation letter has been sent. Hovering your mouse over this envelope will display the date the letter was sent. Pro surveys can re-send the invitation letter by clicking it.
 
Reminder Letter
The column under this icon shows Reminder letters. Like invitation letters, those with checkmarks will be sent a reminder letter when you're ready.

The envelope with the green check will show you when the reminder was sent if you hover over it with your mouse. Pro surveys can click on it and send another reminder letter.

By selectively checking the reminder or invitation email boxes an clicking save, you can send reminders or invitations to various people and groups.
 
Delete Respondents
You can delete respondents by checking the box in this column and clicking Save. This will selectively delete all those checked. To delete all respondents except the administrators, click on the icon at the top of the column.
 
Survey Done
This icon will show up beside each respondent who has completed the survey.

If you see a 'funnel' in this column, you are looking at a Pro survey and are able to filter this persons responses.
 
Filter this persons responses
Pro surveys can click on this icon and filter a particular persons responses. This icon only displays for Pro surveys where the respondent has completed their survey.
 
Add/Edit responses for an Interview survey
This icon allows you to enter and edit responses for this particular respondent. It only is displayed when your survey has been created as an Interview survey.
 
Edit Respondent
Clicking this icon allows you to edit the name, email address and identifier for the chosen respondent.

Note: if the respondent is attached to multiple surveys or has administration rights, you will not be able to edit their personal information, just the identifier.
 
Sort by Email Address
Click on this icon to sort by email address
 
Sort by Name
Clicking this icon will sort respondents by their last name
 
add facility to retrieve password
 
Invitee''s survey address
Click this icon to generate the invitees specific survey address. It will show up in a separate page where you can cut and paste it into a separate email to them.
 
General
People with no Email Address
If you have people who do not have an email address you must add them in with a unique email address. When adding people manually you can generate a Unique Email Address by clicking on the Add Unique Email button beside the email field. This will generate a unique email address for that person.

NOTE: you will have to send a separate email with their survey link to that person, as the generated email will not go to a real email address. To find their specific survey link view the Invitation List and click on the Link button to the right of their name.
 
Why would I choose an Internet survey instead of mail or phone?
All three methods have their place but it does make sense to have an internet survey.

Mailed surveys are useful where you don't have email addresses for all your clients. You can send them a printed version and hopefully they'll return it filled out. Mailing does have some drawbacks including printing and mailing costs, small response rates and the trouble of compiling the data from those that do come back. A web survey that is identical to your printed survey will make it easier to compile the survey data as you can enter them into it as you receive those responses. They are all automatically compiled when entered.

Telephone calls are probably best as you're likely to be able to talk to your clients, but there are still the difficulties of getting the questions you want answered in the way you want them answered, and compiling the data afterwards. A web survey can lead your phone team through the questions that you want answered, and answers could be entered into the web form during the conversation. All the responses are then compiled for the reports as you need them.

Using email invitations to a web survey makes life just a bit easier. Your respondents receive an email inviting them to participate by clicking a link. They then visit our website and fill in the answers directly, there's no middle man. Web surveys are as easy to fill out as paper surveys but they have advantages in terms of cost, and response rates are usually better. Also, they're automatically compiled and a response report is available at any time.

With any method, and at times you may use all three of these ways, you still need to get the data into a format that you can use. You need to be able to see the relationships between questions and often a visual representation by a graph makes understanding the information easier. An Internet survey allows you to make the best use of all the incoming responses.
 
I've done surveys before and we never get many responses
This is a standard problem. People are busy and your survey is just one more thing on their pile. Unfortunately, you need that information in order to grow your business. So the question is "How can I get more responses?"

Here are a couple of ways to get more people to answer surveys.

1) Write an enticing invitation letter. Offering them a "carrot", some type of prize, givaway or other benefit will increase your response rates. Make it important for them in some way, show them how responding to your survey will help them do their job better by making your business more efficient.

2) Make your survey easy to answer. Keep your questions short, and use mulitple choice answers. Use as few long answer questions as possible. One at the end of each section to catch any other thoughts they have should be sufficient.
 
Can we use our own email program (Outlook etc) to send survey invitations?
You are welcome to use any email program you want to invite people to respond to your survey.
Please note the difference between using your program and using the ClientSurveys.ca website. Through ClientSurveys.ca you have the ability to track who answered the survey and then send a reminder to those who have not yet responded. Emailing through Outlook will give you no way to track this. This may not be important but it is worth mentioning as it is one of the significant differences between the two ways of inviting participation. Again, we will not rent, sell or use your participants email addresses in any way.
 
We're a company and there are a number of people who need access to our surveys
No problem. As many corporate administrators as necessary can be created and all have access to your account, and surveys. They can be provided with varying access permissions to provide them with the proper access and authority. Each will have their own login/password combination.
 
We have a survey that we did for a customer. We need to give them access but don't want them to access our corporate site.
No Problem. By adding your client as a Survey Administrator you can provide them with access to that specific survey and no others. You can also restrict them to simply viewing the results or full editing rights for that particular survey.
 
Privacy
Do you use or sell the information collected in the surveys?
The responses to any questions generated by your surveys will not be used or sold to any third parties. The data collected will be deleted from our database three months after the end of the survey, unless you desire otherwise.
 
Do you use or sell the email addresses we put into the system?
Please read the privacy document on our website, itís rather long but it basically states that we guarantee that we will not use or sell any email addresses that are added to our system.

We do reserve the right to contact survey or corporate administrators from time-to-time as needs arise, to provide information of relevance to their surveys or account.
 
Security
Is it safe to enter information into your surveys?
Yes! The survey response page(s) are stored in a secure section of our website. The web standard SSL, secure sockets layer, which is used to handle most credit card transactions on the web, is used to handle the data that is entered into our surveys.
 
How do you collect the information from the survey and where is it stored?
A form on the website is generated by the your browser when you access a specific survey. The responses are sent to our servers where they are logged into our database. The database is in a folder on the server completely separate from the website structure, is protected by a firewall and is not accessible by any outside party.
 
Some staff should not see the survey results but I need them to build the survey.
This is no problem. Our permission based administrators allow you fine levels of permissions. Separate permissions for surveys can be set up for responding to the survey, data entry, results viewing, editing respondents and even being notified when a survey is completed. These can be used together and in any combination to permit you a variety of administration choices.
 
 
 
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