General FAQs- Responses & Reporting
Can I Delete Responses From My Surveys?
You can individually delete your response from the reporting interface.
We recommend users to export their survey responses before deleting them, as deleting responses is a permanent, non-reversible action (i.e., once deleted from the Qualaroo system, you cannot recover the data).
Deleting the responses helps eliminate irrelevant data sets from user feedback to make analysis easier.
Here is how you can delete a response:
How to delete responses from your surveys
Step 1: In the Beta Report section, scroll down to the individual responses and click Details.
Step 2: Click DELETE RESPONSE.
Step 3: Confirm to delete the response.
1. I submitted a response. Where is my notification?
There is a 20-minute delay between the time a view or response is captured, and it appears within our interface. This delay extends to the notification emails you receive when someone responds to a survey.
2. If I change something in the survey, does the change also occur in the response report?
It does, and because of this, it could cause some problems with your reporting. We recommend that anytime you want to change your survey, you pause it and clone it. Doing this will ensure that the reporting for all iterations of your surveys is separate and clean.
3. Is there a way to change the order of responses in my reporting to better match how I’ve organized the steps in the editor?
Unfortunately not. We recommend keeping the “Start Step” as the first screen within the survey creator. If you have the 2nd, 3rd (etc.) screen as the “Start Step,” you’ll notice that our reporting will still show it as the 2nd or 3rd question.
4. Will the customer’s responses be encrypted within the Qualaroo database?
Qualaroo does not encrypt responses in our storage. Encryption is unnecessary and would add undue computational complexity to the database storage layer. Instead, Qualaroo relies on the rich and robust Amazon Web Services (AWS) Security Groups policies. Our storage subsystem is placed in its security group, with all access blocked to external sources other than the Qualaroo application. This approach has worked well and is used by our Fortune 1000 enterprises, including multiple customers in regulated industries.
5. What Is Typically Considered a Good Response Rate?
While the answer is complicated, we have prepared some general guidelines to help explain it. Response rate depends on several variables, including who you're asking, how your survey is targeted, and how you set up your first screen.
General Feedback
If you have a very broadly targeted survey - let's say to your entire website - a reasonable response rate to shoot for if the first screen offers a single answer selection is anywhere between 5-8%. Questions that are best paired with general feedback include:
- Are you able to find what you are looking for?
- What brought you here today?
- How would you rate your experience today?
- How easy is it for you to accomplish your task?
Exit Intent
Nudges triggered when a user is about to abandon the page tend to have a lower response rate. It is due to the engagement level when we ask for feedback.
Confirmation Nudges
However, if you have a page that appears after conversion, such as a "Thank you for signing up for a trial" or a "Purchase Confirmation" page, this is your best real estate for running a Qualaroo nudge. Nudges on these pages typically see a 20% or higher response rate. The thought process here is since these visitors are invested enough to either sign up or purchase from you, they're the most willing to give you their honest feedback.
Improving your Response Rate
Asking behind a login wall
Remember that the engagement level is a significant factor, meaning that users behind a login wall tend to respond more often. Use the Identity API to target only known users or whitelist a specific set of users you want to reach.
Leverage Advanced Audience segmentation
Custom Property Targeting and the other advanced audience segmentation features will ensure you are asking relevant questions to the right users and can further increase your response rate.
Iterate
If your response rate is lower than you'd like, ask yourself the following:
- Is my initial question straightforward?
- Should I put a more considerable delay to how quickly the survey shows up?
- Would this question make more sense if it only targeted portions of my website or a subset of my visitors?
If you determine that some things could be changed, pause the current iteration, clone it, make your changes, and activate the new version of your survey. We recommend this path for making changes to keep your reporting separate so you have something to measure against.
6. I Changed My Survey, and Now My Responses Are Missing
If you have a survey that has collected responses and then edited its content, changing a question or editing the answer options could potentially wipe out response data. If this happens, the only way to correct it is to undo the changes.
Generally, do not edit its content if your survey has started collecting responses. Instead, clone your survey and make changes to the new version. It keeps the reporting separate, and you don't lose any data.
7. I Have an NPS Question in My Survey. Why Don’t I See the NPS Reporting?
The NPS reporting will only work with our NPS survey type.
If you have a survey that includes the NPS answer type, the reporting simply shows the dispersion of numbers with a bar graph.
If you want your NPS survey to calculate your Net Promoter Score, select 'Create an NPS Survey' when creating a new survey. Please follow the directions in our help article - Creating an NPS Survey.