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.
What is a ‘Boost’ and how do I use it?
The ‘Boost’ button will 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 ‘Boost’ button on the ‘Listing Page’.
Can employees opt out of boost or reminders?
No employees cannot opt out of the boost or 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 eg 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?
Again, unlimited. You can have as many surveys live as you wish.
When can I check the results of my survey?
Reporting is instant. As soon as people start responding to your survey then you’ll be able to start looking at the results.
Can I send a specific group a survey rather than to everyone?
Yes! The eNPS survey 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 emails addresses on then 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, then 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?
Not yet. Custom/templated surveys can be sent either via email or via a web link. On a later stage, we will have custom and templated surveys integrated directly into platform so they can appear as a pop-up.
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 or contact Dilyana Krushkova directly. Dilyana is responsible for the product and can be reached at email@example.com.
I have accidentally deleted a finished survey. How do I get this back?
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 you give this to me?
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 unanonymous.
How can I see the results?
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 see only Reports.
I enter the Listing page but don't have option to create a survey. What's wrong?
Nothing. You just 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 will 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 the SmartInsights™ app?
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’ menu and selecting ‘Reporting’.
Availability and Cost
The Employee Survey product is available to all clients in all countries. If you are a current Reward Gateway client you can use the eNPS Survey at no charge, simply contact your Customer Success Manager. For further information and pricing contact any of our Consultants or Client Success Managers or send us a message.