Background
Support teams receive many questions regarding employee surveys. That's why this article contains a number of questions that commonly get asked about this topic. Each question listed below is linked to a separate FAQ article containing the answer.
Frequently Asked Questions
What types of surveys do we support?
- Engaged Index - a survey that measures employee engagement in 4 simple questions to find out how motivated and committed employees are.
- eNPS - a quick and easy survey which is based on one question only – ‘How likely are you to recommend COMPANY X as an employer to a friend?’
- Polls - surveys embedded in SmartHub tiles and are a quick way to get feedback for just one question.
- Custom Survey - a survey which may have various questions and can collect feedback for various topics. Can be sent to registered members and recipients without accounts.
- Customer Survey - a custom survey designed to be sent to recipients who do not have accounts. Please note that customer surveys are a legacy feature, and are not offered to any new clients.
How are Employee surveys distributed to the recipients?
- Email - an individual email is sent to every recipient.
- Banner on SmartHub - a banner pops up at the bottom of every SmartHub page once the user logs in.
- On-site Alerts - registered users will always receive alerts except for web-link surveys.
- Generic Web-links - Web-link communication channel allows users who use the URL of the survey to fill it out anonymously as many times as they want.
What is the difference between “web-link” surveys and other surveys?
Web-link surveys are regular surveys which are not sent to a particular group of people. Everyone who knows the web address of the survey in our system can fill it out anonymously as many times as they want. Our system does not track how many times an individual fills out a survey. The web-link surveys are suitable when you want to gather feedback, but people who you want to ask do not have an account in the system.
What is the difference between anonymous vs non-anonymous answers?
For anonymous answers, we neither collect any personal information, nor link an answer with a user account. We only track how many people have completed a survey, in order to avoid sending notifications to those who have already completed the survey.
Non-anonymous or public answers are assigned to an account (registered members or a recipient uploaded to a particular survey). This allows us to display the names of the people who completed the survey.
For Engaged Index surveys, only the Reward Gateway Engineering team can access the information about which user gave the answers. This is not shared with clients to protect user confidentiality. The only details that are available for clients are high-level categories. For example, location, department, or any other profile fields are visible, but only if there are more than 5 answers in a filter category, in order to protect anonymity.
Can I filter survey’s responses by registration questions / user groups?
Only Engaged Index surveys allow admins to filter by registration questions or custom groups (uploaded via a file during the creation of the survey).
For the rest of our surveys, the filters are based on the questions and answers given by the recipients.
How can I send a survey to people who may not have accounts?
Our Employee Surveys allow admins to upload CSV files with recipients who may or may not have accounts in their platforms. Those files may have as many columns as the admins want, but only Engaged Index surveys support filtration of the results based on those columns. The only requirement is that those CSV files should contain a column with a unique identifier (e.g., email, id, auth code). The files may contain few other fields too, but none of them are required (e.g., First Name, Last Name, Brand).
Uploading these files happens in User audience section.
Once a file is uploaded, all steps are completed and the survey is saved, the uploaded recipients can start filling the survey. If their emails are provided, they will receive an email, otherwise a custom authentication can be configured and used by the recipients.
Why do the Employee Surveys display only 50 when I upload more than 50 recipients?
The info message says 170 recipients will be uploaded, but you may see only 50 of them, because we do not list all recipients at once.
How can I send a survey to a list of recipients if I don’t have their emails? Can I use a custom authentication for my surveys?
When a user file is uploaded to a survey, admins can configure a custom authentication based on custom unique codes provided by the uploaded file. The admins can then manually contact the uploaded recipients, share the survey with them, and ask them to complete the it using the unique codes assigned to each one of them.
If I want to manually remind someone to complete my survey, how can I get a link to that survey? Can I use the link I see in my browser or email?
Our surveys are send to every recipient individually, which means that if you share your link with someone else, you allow them to complete the survey on your behalf. If you are an admin and want to share a survey with someone else, you can copy its link from Reward Manager via the Copy link option.
How can I add new or update existing recipients of an active survey?
As long as a survey is not closed/finished, admins can add, update, or remove recipients. This happens with a new file upload following the same steps as the initial upload. The only difference is that now, before you upload a file, you will need to decide whether you want to add, update, or remove recipients.
What are “Survey frequency” and “Reminders” and how can I use them?
- One-off - the survey has one single campaign which is active until the survey finishes.
- Every X months - every 1, 3, 6, or 12 months a new campaign starts until the survey finishes Once a campaign finishes, a new one is automatically started. Recipients can submit their responses at any given time, but only once per campaign.
- Manually scheduled - similar to the Every X months but the difference is that campaigns should be manually created and can have different length. For example, a survey should be done once every year, but results should be collected only at the beginning of the year. In this case, at the start of each year, a new campaign should be created and made active for a few weeks. Once the campaign finishes, no one will be able to submit new responses, but the survey will be still active, waiting for the next year and next campaign.
How can I view the results and will I be able to export them?
Every survey’s results can be accessed via the link called Results.
Survey results can be exported in CSV format and can be further processed by every client. The CSV export contains the employee number, answers to each question, the date when the answer was submitted, and the recipients who submitted it (if the answers are not anonymous). Other formats are not currently supported.
Why I don’t see the results of my Engaged Index survey?
Engaged Index survey’s results are not real-time and are only visible for finished campaigns/surveys.
If you have an active campaign, but you want to see the results, you can manually finish the campaign or wait until the system closes it automatically. Within 24 hours, the results will be calculated and made available in Reward Manager, Platform Insights > Engaged Index dashboard.
How can I give someone else access to the survey I manage?
Employee Surveys admins can give access to other people via the “Edit permissions” section.
People can get access to only see the results, manage a survey, or both.
What happens if I try to access a web-link survey that has already closed?
If you attempt to access a web-link survey that has already closed, you will encounter an error message, as displayed below.
What is a custom survey?
The custom survey builder allows you to build your own survey on any topic to get insights from your employees using various different question types.
What are survey templates?
Survey templates are expert created survey's that have pre-populated questions aimed at identifying focus areas for ongoing investments in your engagement strategy.
How do reminders work?
Click send reminders to send a reminder to all employees who are yet to complete the survey.
You can use it once every 24 hours – limited to this time frame to prevent multiple reminders becoming an annoyance for your employees. You’ll find the send reminders button on the Listing Page.
Can employees opt out of survey reminders?
No, employees cannot opt out of reminders. The idea is to drive engagement among those who have not yet completed the survey.
What does ‘Disabled’ survey mean?
When you disable a survey, it’s stopped and people can no longer submit responses. You can disable a survey completely or for a short period of time. Whilst disabled, any further actions related to this survey – such as the sending of reminders – will stop.
How many recipient emails can I add to ‘Responses in your inbox’ feature?
Unlimited! You can add as many recipients as you like.
Can I restart a finished survey?
We’re afraid not. Once a survey has finished – whether manually cancelled or at its scheduled date – you cannot restart it. This is to save the data collected. You can, of course, create another survey with the same questions if you feel there is still more you need.
When will my employees receive the survey?
By default, your employees will be sent the survey at 00:00 – the morning of the day chosen – and they will receive the survey within one hour of this time eg by 01:00. If you select, for example, 09:00 AM as a starting hour of the survey, your people will receive their survey during that hour e.g. 09:00AM-10:00AM.
How many questions I can add to my survey?
Unlimited. You can add as many questions as you wish! But bear in mind, people are more likely to complete the survey if they know it’s not going to take too long. We tend to survey fatigue kick in after around 25 questions. Ensure that every question you are asking has an aim, will tell you something of value, and is not duplicated elsewhere in slightly different language.
How many surveys can I have live at once?
The number of surveys that can be live at once is unlimited. You can have as many surveys live as you wish.
When can I check the results of my survey?
Results can take up to 24 hours to appear.
Can I send a specific group a survey rather than to everyone?
Yes! Surveys can be sent to each one of the segments available for your program. Segments are created via registration questions/ data file upload. If you want to send the survey to another group (for example only to new starters for the company), create a new group by clicking on "Create new segment" and apply the rules/names that this segment should follow.
The counter shows that my survey is only being sent to 100 people yet I have 1000 employees – why is that?
Surveys will only be sent to those who are registered on your platform. This means the number you’re seeing is the total number of registered users as opposed to the total number of employees in your company. To encourage take up, if you provide us with an employee data file with all email addresses, we can preload these and send them to all employees. Speak with your Client Success Manager for information on how to do this.
If you want to reach anyone from your company, you can use the web link option.
Who will receive my web link survey?
Using the web link allows you to send the survey to anyone you wish (even to people external for the company) and by any channel. You only need to copy the link from Tools > Copy Survey URL and paste it on email, Facebook or even in a page/tile.
Can employees view the questions as a pop-up on our platform?
No. Custom and templated surveys can be sent either via email or via a web link.
How can I give another member of my team permission to create a survey?
You can ask Client Support to provide another person access to the survey tool.
How can I provide feedback or get training on how to use the product?
Talk to your Client Success Manager. They can help get you training and pass along feedback to the product team.
How do I retrieve an accidentally deleted finished survey?
Don’t worry! This happens more than you’d think. Get in touch with your Client Success Manager or the Client Support Team – who are available 24hours, Monday through Friday – and they’ll be able to retrieve it for you.
I have set the preferences as anonymous, and I’d still like to know the employee's name – can this be done?
We’re afraid not.
When employees enter a survey anonymously, we don’t collect information on who completed it. If you’d like to know who has completed your survey, you can make your future surveys not anonymous
How can I see the results of a survey?
You can get a real-time report on all of your surveys from the Listing Page.
From here, you can see the results of any survey by clicking on the Tools menu and selecting Reporting.
If you have access rights of Report viewer, then, instead of tools menu, you will only see Reports.
I enter the Listing page but don't have option to create a survey. What's wrong?
You likely don't have the relevant permissions to do that. Most likely, the role Report viewer was assigned to you, so you are able to see reports only. For extended rights, please contact the permission manager from your company or your Client Success Manager.
If I start filling the survey, but close the page before finishing, will my already entered answers be saved?
We’re afraid not. If you close the browser before submitting the survey, nothing will be saved and you should start from the beginning if you decide to fill it later. However, if you start filling the survey and don't close the page, it will keep all date entered 3 month, until the token expires.
Can I see the survey results on SmartInsights?
At present, this isn’t possible.
Employee Surveys are a separate product from SmartInsights. To see your results, go to the Listing Page, click on the Tools, then and select Reporting.
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