7 Common Mistakes in Customer Feedback, #5 You Don’t Listen

Mistake #5: You’ve asked the question, but you don’t listen to the answer

Customer-feedback-need-to-listenIn Snap Surveys’ consumer interviews, a strong sense of feedback disappearing into a black hole emerged.

“If someone has bothered to provide feedback, companies should take it on board. Sometimes they will thank you and then do nothing,” one consumer told Snap Surveys.

The private sector would do well to look to healthcare to witness how patient feedback is now considered fundamental to service improvements. To boost its effectiveness and sustainability, the NHS is rolling out patient survey programs requiring GPs, dentists, NHS Trusts and hospitals to publish feedback and demonstrate how they are responding. Continue reading

Tech Support Tip: Easier Collection of Open Ended Survey Replies

Tech Support Tip: Easier Collection of Open Ended Survey Replies

As a Snap Survey Software user, you know there are many powerful features. Here is another tip we’d like to pass on to our users.

Publish-questionnaire-window-survey-softwareSome questions require respondents to enter responses in detail in an open ended box (comment question box). Previously, when data lengths were applied and the box size was more than one row in size, the data length would essentially be ignored.  Respondents were able to enter more characters than the data length set, but when the data was imported it would be truncated to meet the data length. To resolve that issue the Auto-Extend on import feature was added in Data Entry Tailoring.

Learn more about Auto-Extend on import in Snap Online Help.

Now, when a data length is set and the box size is greater than one row, you can still ensure that the data length will in fact be followed.  The Limit the length of multi-line responses setting found in Questionnaire Properties: Interview section will allow the data length to be followed.

Learn more about limiting the length of multi-line responses in Snap Online Help.

open-question-character-countThe new features that have been added regarding the data length are the Character Counters.  You can insert these into the Footnote of open ended questions to allow the respondents to know how many characters they have remaining, the total available, and/or the total they have used.  These can be inserted through Font (2nd dropdown) > Insert… > Response Property.

Learn more about Character Counters in Snap Online Help.

Tech Support Tip: Saving Settings Files for Toolkits

Technical Support Tip: Save time and energy by saving settings files for Snap Toolkit functions

Snap Toolkit gives Snap Survey Software users access to many advanced functionalities, including: Rating Check, Totalize, Randomization, Compound Grid, and Rim Weighting. Are you aware that you can save the settings files for Snap Toolkit functions so that you can simply browse to the Settings file and reapply the settings?

Save the Settings files for Toolkits

Here is an example using the Randomization function available in the Snap Toolkit.  Continue reading

Tech Support Tip: Limit the Length of Multi-line Responses

Technical Support Tip: *NEW* for Snap 11, Limit the Length of Multi-line Responses

The Interview settings section enables Snap Survey Software users to control aspects of validation, routing, and mandatory questions. And new for Snap 11, users can limit the length of multi-line responses.

limit the length of multi line responses

Here are the aspects of the Interview Settings

No Replies

Stop NR on these questions: Check the box to require the respondent to answer all the selected survey questions in the scrollable list. Questions that have Must Answer set in the variable properties will be selected by default. Note: If you de-select them, the Must Answer property is removed from the question in all editions.  Continue reading

Follow All the Topics From the Snap Surveys Blog

Easily follow all of the topics and information released in the Snap Surveys Blog.

It’s now even easier to keep up with the Snap Surveys Blog. Subscribe to the Snap Surveys RSS Feed today.

In the yellow box at the top of the screen, select RSS-Feed-Snap-Surveys.

Snap-Surveys-RSS-feed-instructions

 

When the Subscribe window appears, select the Subscribe button. It’s that easy.

Subscribe-Snap-Surveys-RSS-Feed

 

 

 

 

 

 

You’ll be on your way to regularly following the Snap Surveys Blog.

Can You Use Some Questionnaire Design Hints and Tips?

We welcome you to join us in March for a free webinar on questionnaire design hints and tips

Join us on Thursday, March 20th as UK Training Consultant Marc Ellison will run one of our popular free hints and tips webinars.

survey-software-webinarWebinar title: Questionnaire design in Snap: hints and tips

When: Thursday, March 20th, 2014

Time: 15:00 GMT UK | 16:00 Europe | 11:00 AM US EDT | 10:00 AM US CDT | 9:00 AM US MDT | 8:00 AM US PDT.

Marc will be covering design questions that surfaced during our recent customer satisfaction survey. Marc will also demonstrate some of the clever design techniques that we used in the Big Quiz, plus more.

If you’d like to see a particular aspect of questionnaire design covered in this webinar, please email us and we’ll do our best to fit in your topic.

» Register for this free webinar

It’s Not Too Late to Win an iPad Mini!

Don’t miss your chance at winning an iPad Mini from Snap Surveys!

The Big QuizOur fabulous design and training teams have created this year’s fun yearly quiz.  Join in on the fun and complete this fun animal themed quiz. Successfully complete the quiz and you will be entered into a prize drawing for a chance to win an iPad Mini.

Click on your corresponding link below.

UK customers, Click here to access The Big Snap Quiz now.

US customers, Click here to access The Big Snap Quiz now.

Note: You may only access the quiz that corresponds to your country. If you complete both quizzes, your entry will be disqualified.

One lucky participant from each quiz will win an iPad Mini in the prize drawing.

The quiz closes this Friday,  January 17th, 2014. The drawing will take place on Monday, January 2oth, 2014 (UK) and Tuesday, January 21st, 2014 (US), and the winner from each quiz will be notified by email.

Good luck!

Caring and Sharing at Snap Surveys US

Snap Surveys US collects food for those in need

Snap Surveys Food DriveThrough employee donations and company contributions, our small Snap Surveys US office has collected a large amount of food for those in need. Coordinated by Snap Surveys Technical Support and Training Consultant Samantha Jewell, more that 20 cans of vegetables, 15 cans of soup, 25 packages of pasta, noodles, and mac & cheese, and so much more were collected. A big thank you goes out to Samantha and the entire Snap Surveys staff.

This donation will be presented to the Seacoast Family Food Pantry where their mission is to ” fulfill the needs of low-income individuals and families with food, personal care products, and education for healthy living.” The Seacoast Family Food Pantry serves the Seacoast New Hampshire area including Greenland, Hampton, Hampton Falls, New Castle, Newington, North Hampton, Portsmouth, Rye, Seabrook, and also Kittery, ME.

To learn more about the Seacoast Family Food Pantry or to make a donation, visit www.seacoastfamilyfoodpantry.org/.

Thank You from Snap Surveys

A Thanksgiving thank you to all of our customers, worldwide

Thanksgiving-Snap-SurveysWe know that not everyone celebrates Thanksgiving this week, but in the spirit of the beloved American holiday, we want to thank all of our Snap Survey Software customers, worldwide.

Whether this week is business as usual for you or spent around the dining room table with family and friends, we’d like to extend a heartfelt thank you from all of us at Snap Surveys.

In observation of Thanksgiving, our U.S. office will be closed on Thursday and Friday. We will reopen as usual on Monday, December 2nd.

As a reminder, Snap Survey Software customers have free access to a wealth of resources, including: videos, guides, worksheets, tips, tutorials, and more. We hope you take advantage of these excellent resources. » Explore and learn more

Happy Thanksgiving to all!

Free Webinar: Summer Camp Round-up on Survey Analysis

Join us on Thursday, September 12, 2013 for a FREE webinar on the topic of: Summer Camp Round-up on Survey Analysis

When: Thursday, September 12th

Time: UK: 15:00 BST / 16:00 Europe | US: 10:00 AM EDT

Presenter: UK Snap Training Consultants Marc Ellison and Nathan Pritchard

snap-survey-software-analysisIn this round-up Snap Summer Camp session, UK training consultants Marc and Nathan will be going through some of the questions and answers concerning analysis and reporting from previous Snap Summer Camp sessions. You’ll be able to submit questions about reporting and analysis in Snap Survey Software during this session as well. Continue reading