GENERAL QUESTIONS     What is Survey Square?   Survey Square is an on-line subscription based survey service that was designed and developed from the ground up in June 2004. Survey Square has an expertise in creating software that takes the “work” out of work yet at the same time keeping it simple. Since our service is hosted on our servers, once you subscribe, you can immediately start creating your own surveys. If you don’t have time to create your own survey, we can do that for you as well.   What kind of plans do you offer?   We offer Annual “For-Profit” and “Non-Profit” entities - also, check out our new montly plans! We have discounted our plans 40% for “Non-Profit” organizations with a 501 (c) status and Educational Institutions. Again, this offer is only for "Non-Profit" entities. If your email address does not contain .org, we may contact you to confirm that you are affiliated with a nonprofit organization.   How do I pay for the service?   When you signup using our “trial” plan you pay nothing for 30 days. At any time you can convert your Trial Plan to a “Paid” subscription where you have the option to pay by company check or credit card online.   Does your system handle multiple users?   Absolutely! We felt that our customers would want to be able to have multiple accounts so they could share their work and be more productive. You can share Surveys, Styles, Q-Banks and Reports. Additional users are priced at a lower rate for our Annual Plan customers.   How many users can I have?   As many as you want! We offer volume discounts for large accounts greater than 10 users so contact our Sales Team to receive a quote. click here to send an email or call (913.712.9882) 8 a.m. to 5 p.m. (CST)   If I have a multi-user plan how do I manage who can use it?   If you are the “Administrator” or “Admin” as we call it (i.e. the one who originally setup the account) then you would manage all of your “Sub-Accounts” (Sub Accounts = License) through the “My Account” section. As the Admin, you can manage each license you own which includes activating them and setting up their initial password. You can also add more “Sub-Accounts” later if you need to through our “Additional Purchase” section also located in the “My Account” section.   Can I transfer my “sub-users” surveys to other users within my account?   Yes you can. We made it easy for the “Administrator” or “Admin” to transfer surveys between any sub-accounts and the Admin. This is done in the “My Account” section under “Manage Users”. In addition to transferring surveys, the Admin can also transfer styles and reports.   Do I have to install any software?   No! SurveySquare is fully hosted on our own dedicated, encrypted server. You only need to have access to the web, which apparently you already have!   What versions of web browsers do you support?   SurveySquare.com was designed for use with Microsoft’s Internet Explorer 6.0 or greater and FireFox 2.0 or greater.  PLEASE NOTE: Surveys may be taken with all Major Browsers on the market today.   What happens to my data when my subscription expires?   We retain all of your data for at least 30 days once your subscription expires. After that, we reserve the right to purge it. If you later activate your account and for some reason you want to recover the purged information you will need to contact us directly, we might be able to recover it for you if it hasn’t been too long since you were with us last!   How can I view my previous invoices?   You can view all of your previous invoices in your “My Account” section under “Past Invoices.” As long as your account remains active you can review all of your past invoices.   Do you store my credit card information?   During your subscription, your credit card number is stored on our encrypted server for renewing purposes and also for our “Auto-Fill” feature. When your subscription expires, your credit card information is deleted and will require you to re-enter the information should you reactivate the account.   What is the role of the Administrator?   The “Administrator” is the person whom originally signed up for the account and/or manages the subscription service. They are the first point of contact for the account and in addition they mange any “sub-accounts”.   What if I use up my response credits and I still have active surveys?   Should you run out of response credits your respondents will not be able to take your surveys. Whenever you are running low on response credits you should either purchase more or turn on the “Auto-fill” feature; both features are found in your “My Account” section.   What is Auto-Fill?   “Auto-Fill” is a feature that helps prevent you from running out of “Response Credits” when you have deployed your surveys. If you ever run out of response credits during your survey, your respondents will not be able to take your surveys. With Auto-Fill, you can choose from several quantities to be automatically purchased should you run out. Auto-Fill will only purchase the set quantity should you run out. You can turn it on or off any time but it does require a credit card prior to activation.   Can I change plans?   Survey Square is a subscription based service. When your current plan expires you can subscribe to a new or different plan. If your surveying needs increase during your subscription period, please contact us so we can find a better plan to fit your needs.   What if I want to cancel my subscription?   The “Administrator” is the only one who can set the subscription to “Not-Renew” by going to their “My Account/Manage Plan” section and setting their plan to “Not Renew”. Prior to your current plan expiring, if you decide to continue with your service, you can simply go to your “My Account/Manage Plan” section and select your plan.   I’m too busy to create surveys myself; can you create them for me?   Yes! We know your time is valuable, please contact us directly (913.712.9882) so we can help find a solution that meets your requirements.   Are there any incentives if I want to tell someone about your service?   Yes! We are currently offering 30 additional days added to your current plan when you refer Survey Square to a friend and they subscribe to one of the “qualifying” plans. In order to receive your award you must use our “Tell-A-Friend” feature. The email addresses provided will ONLY be used for this purpose.           USAGE QUESTIONS     Do you offer a spell checking option?   Yes! Any time you are creating item types or questions for your surveys or when sending out emails you have the spell checker feature that allows you to check your work.   Can I import or export my e-mail contacts?   Absolutely! Survey Square lets you import contacts in a Comma Separated Value (CSV) format. You have the option to export your contacts in either CSV or Microsoft Excel formats.   Is there a limit to the number of questions or pages on my surveys?   No. Survey Square lets you have unlimited number of questions and surveys.   What is Question Branching?   Question Branching lets you take the Respondent to a specific page based on the Respondent's previous Responses. For example, if the Respondent said they had a problem while at your location, you could take them to a page that discusses the issue in more detail. If the Respondent answered the question in a positive way, the additional questions would not be appropriate.   What is Page Conditioning?   Page Conditions lets you “Display” or "Not Display" a specific Survey page based on pre-defined conditions. If the condition is “false” then the page along with the questions would not be displayed during the “take survey” process. If the condition was "true", the page would be displayed.   What is a Response Trigger?   A Response Trigger lets you stay in “touch” with your surveys! If you want to know when a Respondent responses in a certain way, you can be notified immediately (by email or by text message to a mobile phone). It simply keeps you informed at a moments notice!           SURVEY RELATED QUESTIONS     What are the different methods I can use to deploy my survey?   You can deploy your surveys 5 ways – via email invitations thru Survey Square, send an email invitation using your own Email application, include a link on your web page, use a popup on your website, or include the survey link with the survey id on anything like a cash register tape and have your respondents go to SurveySquare.com and input the code to take your survey.   Can I manually input responses received from a paper survey?   Yes! We know that at times you cannot avoid using paper surveys so we’ve designed Survey Square to allow you to rapidly input your paper survey responses via the web. The manual input link can be shared so users outside the system can help enter manual responses.   Can I limit who can take my surveys?   Yes, Survey Square lets you limit your surveys to specific email addresses, passwords and IP address ranges.   Can I be notified when a survey response has been received?   Yes, Survey Square can notify you via email when a survey has been taken or you can receive notification based upon a set of pre-defined conditions called Response Triggers. A “Response Trigger” can be used to keep you informed, in real time, regarding important responses you may receive. A common use is to have an alert sent when a "negative" comment is made so you can take action fast.   Can my respondents return to finish taking their survey at a later time?   Yes. This feature is available in our survey options section. When this feature is turned on, the respondent is given the option to finish the survey at a later time by having an email link sent to them. Survey Options also allow you to decide whether or not to allow the respondent to change previously given responses when they return to complete their survey or they can just view their responses previous submitted and continue taking the survey.   Do you provide a web greeting page?   Yes. The system includes an optional Greeting Page. The Greeting page is completely customizable and is configured to closely resemble your Word Processor. The editor includes spell check, font/color and many other features, you can also insert images in your web greeting page as well as insert your own html (for advanced users).   What are the options available at the end of the survey?   The Admin has 4 different completion options. Close the browser, display a thank you/completion page, display results or redirect the user to an external URL.   Can the results be shown to the respondent at the end of the survey?   Yes. The Survey Options/Survey Completion section has an option to show the respondent’s survey results as compared to other respondents. In addition, you can highlight the current respondent's response for easier comparison.   Can I track the status of responses sent out by email?   If you use Survey Square's Address Book to send out invitations by email, the system can track the status of each invitation to show whether the respondent has clicked on the link, started the survey, completed the survey or declined the survey. If you need the responses to remain anonymous but still need to track the status of the invitation, the "Anonymous" feature can be turned on which will prevent the Admin from linking a specific response back to the respondent.   Can I control when my survey is available to be taken?   Yes. At anytime, you can change the status of your survey. Respondents will only be able to respond to your survey when the Survey is in an Open status and current date is within the available date ranges.           QUESTION BANK QUESTIONS     Can I store questions for later use?   Yes. Survey Square uses a feature called Question Banks (Q-Banks) which allow you to store frequently used questions to be used at a later time when creating surveys.   Can I share my Q-Banks?   Q-Banks can also be shared with other sub-users within your account.           STYLE QUESTIONS     How can I change the look and feel of my surveys?   Survey Square uses “Styles” to change the way your surveys look when they are deployed. You can design your own customized look including adding logo’s or you can use one of our “professionally” designed styles which can also be modified and saved as your own style.   Can I add my Logo or images to a survey?   Logos and/or images can be uploaded and used within a Survey Style. The Style can be saved and used for all related surveys.   Can I insert a Header or Footer on my surveys?   Yes. Our "Word" like editor lets you design your header/footer any way you like including setting the font, size and color. Advanced users can add their own html.           ADDRESS BOOK QUESTIONS     What is the Address Book?   SurveySquares’ Address Book lets you send out your survey invitations based on lists which contain "Contacts" you have entered or imported. Our Address Book sends out your survey invitations through our mail server and tracks each response including “anonymous” surveys. This tracking makes it easy for you to send reminders to "non-responders" with a single click which can significantly increase your response rate. You are limited to the number of “Contacts” you have in your Address Book based on your plan.   Can I Import my contacts?   Survey Square lets you import contacts into your contact lists either in Microsoft Excel or Comma Separated Value formats or you can add them individually. Contacts can be exported from Microsoft Outlook by first exporting them as an .xls or .csv file.   Is there a limit to the number of contacts I can have?   Yes. Please review our various plans to see what is right for you. You can upgrade your account if you later determine you need more contacts in your Address Book.   Can I create my own custom fields for my contacts?   Yes. We designed Survey Square to allow you to customize up to 6 custom fields for your contacts in addition to the standard fields (First Name, Last Name and Email Address). You can also view and sort your contacts by the custom fields as well.   Can I send out follow-up reminders for those who have not taken my survey?   Yes. This is a great time saver and allows you to easily resend reminders to the respondents who have not yet responded to your survey invitations. This feature also works with "anonymous" surveys as well. The only requirement is that you must deploy your survey through Survey Square’s invitation system so the responses can be tracked.   Is there a limit to the number of emails I can send?   No. We do not have any limitations on the number emails, you are only limited to the number of contacts in your Address Book per the plan you choose. We only require that your email addresses be valid and not be used for spamming. Survey Square may contact you in the event that you import a large number of contacts to confirm they are not being used for spamming. For more information regarding our “Anti-Spamming” policies click here.           REPORTS/ANALYZER QUESTIONS     Can I analyze my data online?   Yes. We have designed our system to include a robust online analyzer that allows you to analyze your responses quick and easy and include charts plus many other features.   What are Report Shares?   Once you create a report through SurveySquare you can set it up to be automatically emailed to anyone. Our report shares are automatically sent via email at 3 a.m. (CST) based on any frequency you wish (daily, any day of the week, weekly, and monthly). The email contains an encrypted link which when clicked will generate your report in PDF (Adobe) format. You are limited to the number or report shares based on your plan.   How can I filter my responses?   You can create filters based on questions, response date, email lists and scores.   Is there a limit to the number of reports I can create?   No. Survey Square lets you create unlimited number of reports. You are limited to the number of "Report Shares" see our various Plan details to determine whats right for you.   Is there a limit on the number of Report shares?   Yes, you are limited to the number or report shares based on your plan.   Can I export my survey response data?   Yes. You can export your data into a Comma Separated Value (CSV) format and include response data like the IP Address/Date and time/Time Spent/Score/Hidden Fields plus all of your contact fields including your customized fields. For larger surveys we can provide you with secure automated downloads, just let us know what you need.           HELP QUESTIONS     What kind of help do you provide?   Survey Square provides email support with 4 hour response times during business hours plus online chat for when you need to speak with one of our customer support personnel anytime from 8 a.m – 5 p.m. (Central Standard Time) Monday - Friday.   Can I get answers quickly?   Our fastest service response is done via our online support. Our email response time is within 4 hours. We also offer video tutorial and a knowledgebase of common questions and answers.   Why do I need to register with your online help service?   Because our online service provides multi-user features, we require you to register each user. This allows us to communicate with you better and includes additional features like newsletters and/or other announcements that might interest you.   How can I make suggestions for improving your service?   Your suggestions are always welcome and are evaluated for possible inclusion into our upcoming release. We always look for ways to improve our service and you our customer, is the best source for making our system the best. Click here to suggest a feature.   If I find a “bug” what do I do?   Our system has been thoroughly tested but you may find an issue that we overlooked! If you find a problem, click on the Help button located at the top of the screen and click on "Submit a Ticket". We will do our best to get it resolved as soon as we can - usually within 24 hours.