How do I know if everyone has received their survey invitation?
When the survey goes live, you should be checking to see if any emails have bounced/deferred/dropped.
To do this:
Click on Surveys
Click on Participant Status
Click on All next to Filter by Status (top right hand of box)
Select all three boxes relating to bounced/deferred/dropped
Click out of the box, you will then see the filtered results
Reasons they may bounced/deferred/dropped
Participant inbox may be full
Email or mobile may be incorrect
How can I view response rates?
There are two ways you can view response rates, for the whole organisation and also for each filter category.
View the Participation doughnut on the Participant tracking page. From this page you can also resend invitations and filter by completed status.
View the Participation report. This also provides a breakdown by demographic category to identify areas of low participation.
You may want to provide feedback to the CEO/GM or the teams managers to keep them updated with how their team/the organisation is tracking.
Am I receiving enough responses?
You can monitor the response rate as often as you like.
If you believe the rate is too low, some examples of how to encourage participation are below:
Send an internal email to participants
Ask your Managers/Team Leaders to get along side their teams
Send a system generated reminder (navigate to Surveys, Participant tracking, click on Send Reminder)
Incentives eg. Chocolate for everyone who completes or a morning tea shout for the first department/team to complete the survey
Can I add a participant when the survey is live?
Yes, you can do this by;
Click the pencil icon to edit survey
Navigate to the Participants tab
Find the participant to add ensuring you have selected Participants not in the survey
Select the checkbox next to the participant's name
You will be prompted to confirm this action
Click Continue
Can I remove a participant when the survey is live?
Yes, as long as they have not started taking the survey. You can remove them by:
Click the pencil icon to edit survey
Navigate to the Participants tab
Find the participant to remove - you may need to toggle to Participants in the survey
Deselect the checkbox next to the participant's name
You will be prompted to confirm this action
Click Continue
What if a participant loses their link to take the survey?
If a participant loses their email link to take the survey you can resend the invitation.
Go to Surveys
Click on Participant tracking
Click on Resend Invitation next to their name
They will then receive an invitation to their inbox
Participants must use their own link – If they have lost their link, do not use someone else’s, request it be sent again.
Can a participant change their responses or stop and come back at a later time?
Yes, both can be done. The participant can go back and change their answers up until they select Submit at the end of the survey. Thereafter responses cannot be changed.
The participant can log out and log back in at any time by clicking their same survey link and will be taken back to where they left off.
When a participant click the link it's saying 'expired'. What could the issue be and what should I do?
The most likely scenario is that someone else completed the survey.
Follow these steps to resolve this:
Check the participant's survey status by searching for them under Participant Status. If this shows the survey has been completed (and the participant has not done so themselves), check if they have forwarded their link to a colleague. If this is the case, contact customersuccess@askyourteam.com and we can reset the survey for this participant. The participant will receive a new invitation and survey link.
Find out who completed the survey so you can re-send their survey invitation (as this is associated with their demographic data). They will then need to complete the survey again.