Surveymonkey 2009 Users Manual

SurveyMonkey - 2009 - User Manual SurveyMonkey_2009 Free User Guide for SurveyMonkey Software, Manual

: Surveymonkey Surveymonkey-Surveymonkey-2009-Users-Manual-779563 surveymonkey-surveymonkey-2009-users-manual-779563 surveymonkey pdf

Open the PDF directly: View PDF .
Page Count: 106

Download
Open PDF In Browser	View PDF

SURVEYMONKEY
USER MANUAL
1/30/2009

Customer Guide for Account Navigation, Survey
Creation, Survey Distribution, & Data Analysis

Copyright ©1999-2009 SurveyMonkey.com. All Rights Reserved. No portion of this guide
may be copied without the express written consent of SurveyMonkey.com.

SurveyMonkey User Manual

Table of Contents & Summary
I. Getting Started …..…………………………………………………………….. pg. 3
1. Creating accounts and upgrading
2. Pricing and payment options
3. Features of Basic and Professional accounts

pg. 3
pg. 4
pg. 5

II. Survey Design ……………………………………………………………………. pg. 7
A. A new survey
4. Where to begin
5. How to add questions and pages
6. Types of questions available and Features
a) Types of questions
b) Features
i.
Adding a comment field
ii.
Required to answer
iii.
Text validation
iv.
Change of question size and placement
7. Copying a survey
8. Editing the survey theme
9. Survey Options
i.
Page and question numbering
ii.
Add logo to survey
iii.
Progress bar settings
iv.
Survey page/titles
v.
Navigation button
10. Skip Logic
B. Edit an existing survey
11. Copy or move a page/question
12. Add a page or insert a page break
13. Delete a page/questions
14. Restore deleted questions
15. Edit a question with responses collected
C. Print a survey or responses

pg. 7
pg. 7
pg. 8
pg. 9
pg. 9
pg. 9

pg. 14
pg. 15
pg. 16

pg. 20
pg. 23
pg. 23
pg. 24
pg. 24
pg. 26
pg. 27
pg. 29

III. Collecting Responses ………………………………………………………… pg. 31
A. Collectors

……………………….……………………………………………………… pg. 31

B. Collector Settings and Restrictions …………………………………………………………
i.

pg. 34

Collector Settings

Page 1

SurveyMonkey User Manual

ii.

Collector Restrictions

C. Sending out the link ………………………………….……………………………………………

pg. 42

1. Send through own email client
pg. 42
- Adding manual entries
pg. 45
2. Post on your website
pg. 42
3. Post a popup invitation
pg. 49
4. Send through SurveyMonkey Email
pg. 51
i.
Upload emails to a list
ii.
Compose a message
iii.
Send a reminder email
iv.
Add new invitees to list and send message
v.
Send a 2nd message to the same survey/Use custom criteria
vi.
Track the emails by status – responses, no response, opt outs
vii.
Export emails from the collector – including opt out & bounced emails
viii.
Edit email addresses in an existing list

IV. Analyzing & Exporting Data ………………………………………………. pg. 70
1. Browse respondents to edit or delete
- Response Type
2. Creating filters
i.
Filter by response
ii.
Filter by properties or collectors
iii.
Managing multiple or saved filters
3. Cross Tabs
4. Exporting
5. Sharing Survey Responses
6. Custom Reports & Sharing Data

pg. 71
pg. 72
pg. 75
pg. 76
pg. 78
pg. 79
pg. 80
pg. 85
pg. 87
pg 89

V. My Account ………………………..………………………………………………. pg. 91
1. Share an account
2. Change emails on account
3. Change time zone on account
4. Change the account subscription or credit card
5. Transfer a survey to another account
6. Creating folders and moving surveys
7. The Address Book
8. Tracking the identity of respondents
9. SSL encryption
10. Cancel an account
11. Security
12. Troubleshooting

pg. 91
pg. 92
pg. 92
pg. 93
pg. 95
pg. 96
pg. 97
pg. 99
pg. 101
pg. 102
pg. 103
pg. 104

VI. Conclusion ………………………..………………………………………………. pg. 105

Page 2

SurveyMonkey User Manual

I. GETTING STARTED
Welcome to SurveyMonkey! This user‟s manual guides you through all areas of
SurveyMonkey. It takes you from start to finish covering topics such as creating and
upgrading accounts, designing surveys, collecting responses, analyzing data, and
managing accounts. The manual directly links you to our FAQs and Tutorials. Simply
click on the hyperlinks (indicated in blue underlines) to go directly to our Help Center
topics for additional information.

1. Creating Accounts and Upgrading
Create a Basic, or free, account to being using the online survey system. We don‟t
offer what some consider a “license” since you do not purchase software. Everything
is accomplished by logging into your registered account! What we do offer are Basic
or Professional subscriptions to use the tool. Professional subscriptions provide
access to the premium features.
Step 1:
To begin using SurveyMonkey, activate your account by clicking on the Join Now for
Free button located on the homepage:

Step 2:
You are prompted to pick a unique
username and password to create a Basic
account:
To upgrade from the Basic to the
Professional subscription, click
the Upgrade button located on
the homepage. This option is also
located on the top portion of any
page in the account.
As a Professional subscriber, you
will have access to the premium
features once we receive
payment.

Page 3

SurveyMonkey User Manual

2. Pricing and Payment Options
SurveyMonkey offers the following packages for the Professional subscription (Prices
are in USD):
Monthly: $19.95 (month to month) x 1000 free responses every monthly billing
cycle. Responses over the 1000 are charged $.05 every cycle.
Quarterly: $59.85 (covers 3 months) x 1000 free responses every monthly
billing cycle. Responses over the 1000 are charged $.05 every cycle.
Annually: $200 (covers 12 months) x unlimited survey responses at no
additional charge.
Please note: We do not offer pro-rated refunds on subscriptions. If you anticipate needing the
subscription for a short amount of time, purchase either a monthly or quarterly subscription.

Included Features:

Monthly

Quarterly

$.05 per
response

$.05 per
response

Annually

Unlimited # of Surveys
Unlimited Questions
Unlimited Free Responses
Response Overages:
Monthly Billing Cycle

Monthly and quarterly subscriptions allow 1000 free responses within the monthly
billing cycle. You can collect as many responses as you want; however, any response
over that 1000 for the month will receive a charge of $.05. The response count is set
back to “0” at the beginning of the next month‟s billing cycle.
We accept credit card payment for all subscription terms (Visa, Master Card,
Diner's Club, American Express, and Discover).
We do accept purchase order, check, and wire transfer payments for Quarterly
and Annual subscriptions only.
o

Payment is required before activating the account. Complete the
registration process by clicking on the Upgrade button on our homepage.
Then select check. Once you complete the process, the billing email is
sent an invoice for payment.

Page 4

SurveyMonkey User Manual

SSL Encryption:
If you are concerned about extra security, we offer SSL encryption for the survey link,
survey pages, and exports during transmission. A survey with SSL encryption shows
the 's' in the 'http' URL address. It appears as:
https://www.surveymonkey.com
This is commonly used for online banking or sites that transmit secured information.
In order to stay in compliance with HIPAA regulations, we recommend that SSL
encryption be purchased for your account.
The cost is an additional $9.95 per month or $100 with the yearly subscription.

3. Features of Basic and Professional Accounts
a. Basic Account
The Basic subscription is completely free, and it allows you to create as many surveys
as you would like! You are never forced to upgrade, and we do not delete your
surveys or data if you do not upgrade by a certain time. Keep a Basic account for as
long as you would like.
You have the ability to share one login and password for multi-user access. Simply
have the person(s) you are sharing the account with use the one login and password.
We do not assign multiple logins on individual accounts.
Please keep in mind that you are sharing full administrative privileges with other
users. We do not provide the ability for different access levels on the account.
Features of a Basic subscription:
Up to 10 questions per survey
100 responses per survey
15 types of questions
Collect responses via weblink
Collect responses via email
View live results as they are recorded
Supports any language, including Unicode
Survey completion progress bar
Automatic numbering for pages/questions
15 pre-built survey themes
Validate/required survey responses

Page 5

SurveyMonkey User Manual

Randomize/sort answer choices
Accessible and 508 compliant and certified surveys
Limit of 3 Collectors per survey

b. Professional Account
Professional subscribers have access to a wealth of advanced features. In addition to
the Basic features of SurveyMonkey, Professional subscribers have unlimited access to
all of the features described below:
No Limits - You can create surveys with an unlimited number of questions,
spanning an unlimited number of pages. Unlike other services, you are not charged
extra for long surveys.
Create Surveys from Templates - Not experienced with survey design? Need a
creative spark? We have over 50 survey templates in a variety of categories. Use one
of our professionally designed templates to jumpstart your survey design.
Create Skip Logic (Conditional Logic) - You can customize the path a respondent
takes through your survey by adding skip logic. This eliminates unnecessary confusion
by skipping non-applicable questions. It is a proven way to reduce "drop-outs" and
overall frustration.
Add a Logo - Branding your survey gives your survey a professional feel. You can
use any logo up to 50K in size at the top of every page in your survey.
Create Custom Themes - Every element of your survey can be customized: fonts,
sizes, and colors. After creating your own custom theme, you can apply it to all your
future surveys.
Generate Popup Invitations - To increase response rates, you can create a
custom popup invitation for your own website. Simply cut and paste the code into
any webpage to start generating invitations. To minimize annoyance to your visitors,
invitations will only popup once.
Custom Redirect - Once your survey is complete, respondents will be redirected
to the page of your choice. By default, completed surveys are redirected to the
SurveyMonkey homepage.

Page 6

SurveyMonkey User Manual

Filter Results - A powerful feature that helps you find patterns in your results.
Ask questions such as: "Show me only those respondents who answered choice X in
question Y." Any question in your survey (even open-ended) can be filtered. The
entire results section will reflect your filter choices.
Cross Tab Results - Cross tabulated data is useful for showing a side by side
comparison of how respondents answered two or more survey questions. This is a
comparison of two items within one survey, such as product usage and demographics,
to determine how they are interrelated.
Share Results - Let others view your results without giving them access to your
account. You can control which results are visible, and how the results may be used.
Download Results - All the data can be downloaded to your local computer for
further analysis. Take your summary results into Excel to create graphs. Save the
detail results to your hard drive for safekeeping. You are in complete control.
Create PDF - You have the ability create a printable PDF version of your survey.
You can also print off a PDF version of the survey results.
Custom Reports - You can create custom reports to include only the questions in
which you're interested. Export them or share them with others for easier data
management and/or analysis.

II. SURVEY DESIGN
A. New Survey
4. Where to Begin?
When you are ready to create a survey, click on the Create Survey tab located on the
page header of the SurveyMonkey account. Choose if you want to create a survey
from scratch, from a survey template, or from an existing survey in the account.
Name the survey and you are
ready to go! For additional
information in creating
surveys, click here to view
the online tutorials.

Page 7

SurveyMonkey User Manual

a. After creating the title, the
Edit Survey page immediately
opens.
b. Click on the Add Question
Here button to insert your first
question.
c. If you want to add pages,
simply click the Add Page Here
button where you want to
insert the page.

5. How to Add Questions and Pages
Once you begin designing a survey and every time you add or create a new question, a
window opens within the survey designer. Choose the question type from the
dropdown menu.
1. Type the question into the
provided textbox.
2. Type the answer choices into the
provided textbox (each must be on
its own line).
3. Choose to add any of the
additional features (e.g.
randomize choices, set to required
answer, etc).
4. Click the Save Changes button
when you are finished.

Note: Any time you exit that survey editor to navigate through the account
and when you need to re-enter back into the Edit Survey mode, click on the
Design icon located to the right of the survey title on the My Surveys page.

Page 8

SurveyMonkey User Manual

6. Available Question Types and Features
a. Question Types
To add a question to your survey, a dropdown menu is presented after clicking the
Add Question button. Choose which type you want to add. You can also view the
question examples on our homepage under the types of questions link. The following
tutorial also highlights some examples: Formatting Questions

If you need additional information
on survey design, please refer to
the Smart Survey Design guide
located in the Help Center of your
account.
This guide provides tips on
designing effective surveys.
Or if you want us to design the
survey for you, click here to learn
more.

b. Features
When adding questions to the survey, you have the ability to add individual features
to them. Both Professional and Basic accounts provide access to these features,
which allow greater control of the survey response collection:
Adding a comment field
Required to answer option
Text validation
Change of question size and placement

i. Add a Comment Box: Multiple Choice vs. Rating/Matrix
Multiple Choice Types: When creating the Multiple Choice type questions
(One Answer or Multiple Answers), you can choose to include a comment field as
an answer choice or to keep it as a separate comment field. In the question
design, you can:

Page 9

SurveyMonkey User Manual



Modify the Field Label.



Configure the Comment Box Size. This enables you to change the size of the
comment box based on a „characters wide‟ parameter.



Set up the Text Validation by the following criteria: text of a specific length,
whole number, decimal number, date format (UK/US), or email address.



Customize the error message if a respondent fails to answer the comment box.

Matrix/Rating Types: When creating a matrix or rating question, you will see
the option to Add Comment Field. From here you can change the following:


Modify the Field Label.



Configure the Comment Box Size. Here you can change the size of the
comment box based on a „characters wide‟ parameter.



Set up the Text Validation by the following criteria: text of a specific length,
whole number, decimal number, date format (UK/US), or email address.



Customize the error message if a respondent fails to answer the comment box.

Require a Comment: You can create a Yes/No type question where if “Yes” is
selected a comment is required. To learn more, please click here.

Page 10

SurveyMonkey User Manual

ii. Require to Answer
You can force respondents to answer the questions using the Require Answer to
Question feature.
1. Place a tick mark next to the Require Answer to Question option.
2. Customize the "failure to answer" message in the provided section. Click the
Save Changes button. An asterisk will appear next to these questions.

Additional Information: Setting a Limit of How Many
There is a feature that allows multiple choice questions to limit "how many" choices a
respondent can answer.
When creating a Multiple Choice, Matrix/Rating, or Open-Ended (Multiple Answers
Allowed) type question, set the Require Answer feature to where the respondent must
answer according to any of the following options:

♦
♦
♦
♦
♦

All
At least
At most
Exactly
Range

If a limit is applied, edit the error message so it corresponds to how the feature
has been configured. Then respondents will know what is expected of the
answer.
EXAMPLE: If you have a list of 10 items and you restrict the limit to "exactly" "3"
answer choices can be selected, we recommend editing the error message to be
something like:
"You have picked more than the allotted answer choice limit. Please restrict your
response to 3 choices."
Page 11

SurveyMonkey User Manual

iii. Text Validation
When creating Single and Multiple Textbox questions, you can “validate” how the
responses are to be entered by the respondents (e.g. whole numbers, decimal
numbers, date format, etc). You will see the Validate Text option in the list of
features available under the question editor prompt.
Please Note: The Numerical textbox does not have the validation feature since it
only allows whole numbers (negative numbers not allowed). The validation features
can be added to the following question types:
1.
2.
3.
4.
5.

Single Textbox
Multiple Textbox
Multiple Choice (One or Multiple Answers Allowed)
All Matrix types
Rating

Essentially, this validation feature is available anytime you enable the Add
Comment Field option to a Multiple Choice, Matrix, or Rating questions.
The Text Validation is located in the question editor inside the design mode. When
you click the dropdown menu, the following validation parameters are available for
the open ended comment boxes:
don't validate comment text
must be a specific length
must be a whole number
must be a decimal number
must be a date (MM/DD/YYYY)
or (DD/MM/YYYY)
must be an email address

iv. Change Question Size and Placement
When clicking on the Edit button associated with a question in the Design mode, you
will notice the Question Type & Format option on the Question Editor page.
Depending on the type of question, you can set a percent or fixed/pixel question
width, column width, or comment/input box size. Click on the Change Question Size
& Placement option to perform any of the following:
Overall Question Width: If you want the question to cover less or more space
on the webpage, then edit the Percent or Pixel width. This will either spread
or condense the space it covers.
Page 12

SurveyMonkey User Manual

Column Width: You can control the amount of space reserved for the label
and the answer choices.
o

EXAMPLE: This is helpful if you have large amounts of text for the
answer rows of a Matrix question. If the column headers consist of less
text, then you can allot more space for the "label" section. Then the
rows of choices will not appear so condensed.

Question Placement: If you want questions to appear side by side, then
choose to have a current question placed next to the previous one. To have
the questions located underneath one another, then leave the default of Start
question on new row.
Question Margin: To allot more spacing between questions or create
indentation through spacing, then this setting is helpful. Sometimes a question
may appear too close to the logo header. Type in a pixel number like "5" or "20"
in the Top Margin setting. This provides space above that question.

Edit Comment Box Size:
You have the ability to edit the size of the comment box for the Open Ended
questions. Click on the Change Question Size & Placement option located within
that question builder.
 With the Comment Box or Essay Box type, you can create a text box based on
the number of lines and the number of characters wide (e.g. 5 lines/20
characters wide or 10 lines/70 characters wide).
 With the Single Line Input Box, you can set the input box according
to character widths (e.g. 30 characters up to 100 characters).

Page 13

SurveyMonkey User Manual

7. Copy a Survey
The ability to create a copy of any survey is available to all subscribers. This is done
under the Create Survey tab.
Please note: If the survey has any responses, the responses will not be copied.
 Only the survey design itself is copied. No collectors or their settings are
copied from the original survey.
 Create a new collector and select a saved custom theme in the Theme
Dropdown menu on the copied version or edit a new one.

To perform this function, please do the following:

Step 1: Click on the Create Survey tab.

Step 2: Choose the Copy from Existing Survey option. Select the name of the survey
to copy in the provided dropdown menu.
Click the Create Survey button when you have named it.

Page 14

SurveyMonkey User Manual

8. Editing a Theme
As a Professional subscriber, you can edit an existing theme or add a new one by
modifying an existing theme template. While in the design, these options are visible
in the Edit Survey mode.
If you want to brand the survey to fit your organization's needs, do the following:
a. The color picker allows you to enter in your own hex code for specialized

colors.
b. Add elements like Bold, Underline, or Italics to the text in the title, page titles

& descriptions, question headings & choices, exit link, and error text message.
[Click here for more information in using HTML in the survey design itself.]
c. Add a logo to the survey header.
d. Add images into the body design.
e. Create a redirect or survey completion option to your company‟s URL.

Edit or create a new theme for a survey the following way:
Step 1: Click the Design icon next to the survey title to access the Edit Survey mode.
Step 2: Click on the New or Edit Theme button.

Step 3: On the Design page, select the theme you wish to modify from the dropdown
menu. Click the New button next to the selected one. This takes you into the
Theme Editor. You may customize the fonts, colors, and sizes of many elements of
the survey and rename the custom theme.

Page 15

SurveyMonkey User Manual

To access different elements, select specific properties from the menu. Edit these
properties to customize a new theme or brand the design to your company. Click the
Save Changes button when you are finished:

Survey Font & Background
Survey Title
Page Title
Page Description
Question Heading
Question Choices/Rows
Progress Bar
Exit Link
Required Asterisk
Error Text

9. Survey Options
The survey options are located within the Design section of the survey. These options
allow you to place more features on the survey like page numbers, logo, progress bar,
etc. The following are available under the Survey Options button:
Page and question numbering
Add logo to survey
Progress bar settings
Survey page/titles
Navigation button

i. Page & Question Numbering
You can edit the page and question numbering of a survey. Choose between the
following options:
Page numbering
Question numbering
Or both options
Page 16

SurveyMonkey User Manual

If you choose the “Page Numbering”, you have the option of numbering each page of
questions separately or numbering the questions sequentially over the entire survey.
Please note: To have your own numbering system, then uncheck the 'Use
Question Numbering' option under this section. Then manually type in the
question number preceding the text for the question in the „question‟ text box
configuration. Click here for an example.

Step 1: Click on the Design icon next to the survey title on the My Surveys page.
Step 2: Click on the Survey Options.
Step 3: Access the Page and Question Numbering section. Then click the Save
Changes button when you are finished creating the options on the page.

ii. Add Logo
As a Professional subscriber, you can add your own organization's logo into the survey
design. Logos up to 50K in size can be added into the top left hand corner of every
page of the survey. The logo must be in a .GIF or .JPG format.
To add a logo, please follow these steps:
Step 1: Click the Design icon next to the survey title on the My Surveys page:
Step 2: Select the Survey Options button and scroll to the Add Logo to Survey
section:
Step 3: Access the Add Logo section. Click the "Browse..." button and locate the logo
file on your computer. Click the Save Logo button and the image will appear in the
Custom Logo section for a preview. Click the Save Logo button again to finalize.

Page 17

SurveyMonkey User Manual

 To delete the logo, click the
Delete Logo button.
 To re-size the logo, edit the
size and resolution of it in
your own image editing
program. Then reinsert it
into the design.

iii. Progress Bar
Both Basic and Professional subscribers can add a progress bar to any survey.
Professional subscribers may customize the look of a progress bar under the Theme
Editor. Within the theme‟s property menu, edit the width, text size, border width,
border color, background, text color, or bar color. Rename the theme and save it
when you are finished.
Here are the basic steps for adding a progress bar to any survey:
Step 1: Click on the Design icon next to the survey title on the My Surveys page.
Step 2: Click on the Survey Options button located on the left side of the survey
design page.
Step 3: Access the Progress Bar section and select where you want the bar to appear
(top or bottom of page). Click the Save button when you are finished.

iv. Survey Pages and Title
You have the ability to hide the survey or page titles when a respondent takes the
survey. In order to hide them, follow these steps:
Step 1: Click on the Design icon next to the survey title on the My Surveys page.
Step 2: Click the Survey Options button located on the left side of the page.

Page 18

SurveyMonkey User Manual

Step 3: Scroll down to the section that says Survey/Pages Titles and uncheck the
option to Show Survey Title in Actual Survey. Now the title will be hidden to the
respondents.
Click the Save Changes button when you are finished.

v. Navigation Titles
In order for respondents to move through the survey, Navigation buttons are used.
You can customize the wording on these buttons under the Design icon on your My
Surveys page. Simply type in the word(s) you would like to use for the navigation text.
Here is how to change them:
Step 1: Click on the Design icon next to the survey title on the My Surveys page.
Step 2: Click on the Survey Options button located on the left hand side of the
survey design page.
Step 3: Access the Navigation Buttons section and type in whatever words you would
like to use as the navigation links. Click the Save button when you are finished.

Page 19

SurveyMonkey User Manual

10. Skip Logic
The goal of Skip Logic is to collect data on specific survey participants. This is
accomplished by directing respondents through the survey based on responses to
previous questions. This allows you to route respondents to a page of follow-up
questions intended only for them.
Skip logic happens when a respondent clicks the
button at the bottom of
a page. By default and when a respondent clicks Next, the following page loads. With
this in place, you can force respondents to jump over pages.
Only the Multiple Choice questions (One Answer and Multiple Choice Answer)
allow logic to be added. The Add Logic button appears next to only those question
types.

The Seven Skip Logic Principles:
1. How Logic is Triggered:
Skip logic is triggered when a respondent clicks the Next >> button on the bottom of
a page. Therefore, when using question skip logic, it must jump respondents to a
page of follow-up questions.
Jumping respondents to questions on the same page is not possible.
In addition, it is not possible to have a question(s) immediately pop up based
on the previous answer choice.
2. One to One Relationship:
Logic is a one to one relationship. If you choose the Multiple Choice (multiple
answers) type, apply different routes on more than one answer choice and allow
respondents to select multiple answers, it will not skip correctly. The logic will only
trigger according to the first answer choice selected. Be sure to also place the
question with skip logic as the last one on the page.
You cannot have multiple questions with skip logic on the same page.
3. Forward Pattern:
Due to the functionality, we recommend creating the logic question on a page by
itself or as the last question on a page. Logic should only skip respondents forward in
the survey. Moving backwards may just create a loop and overwrite pages.

Page 20

SurveyMonkey User Manual

To see how to remove the Previous button from the design, please click here. This
allows respondents to only move forward in the survey.
4. What is Page vs. Question Skip Logic:
Page and Question skip logic each serve a different purpose. Do not use Question and
Page logic on the same page.
PAGE Logic does NOT require a specific answer and will jump automatically to
the designated page no matter what is answered on the page.
QUESTION Logic advances respondents to a page or series of follow-up
questions based on the answer to a particular question. (Question logic
overrides the page skip logic if both are set on a page.)
5. When to Use Question Skip Logic:
If you want to create a scenario where respondents are asked follow-up questions
based on their responses to a particular question, then you want to place skip logic on
a question.
Have this question as the last question on a survey page.
Then place the follow-up question(s) on a new page that immediately
following.
Configure the logic rule so that the respondents who do not choose that
answer will skip over the page of follow-up questions.
6. When to Use Page Skip Logic:
If you have more than one group of follow-up questions and only want some
respondents to answer one group, then create separate pages - one for each group of
questions.
This time, if respondents get sent to page 2 of follow-up questions because of
the way they answered the question on page 1, then you do not want them to
continue to page 3 of follow-up questions. (The questions on page 3 are not
intended for this route.)
This is where you would want to place logic on the page. You could set up page
logic on page 2 that directs respondents to page 4 when the Next button is
clicked. This jumps these respondents over page 3.

Page 21

SurveyMonkey User Manual

7. Route All Respondents to Same End Page:
All respondents must end on the same page. You must route all respondents to the
same last page of your survey where they will all click the same Done button.
Please note: If you have added a Thank You page to the "collector" this will not be
the "end" page to where you jump respondents. The end page will be the actual last
page of the survey design. Therefore, you may need to create one generic final page
to the survey design. Then as the respondent clicks the Done button on that generic
end page, the Thank You page will open as the last step.

Example Logic: To view an example of how to set up skip logic, click here.
Logic Tutorial: For more information on skip logic, visit our Tutorials section or
click here.

Analyze Section Presentation of Logic Patterns & Data:
When using Skip Logic to route respondents to different "surveys" within one design,
the tool combines all responses in the Analyze section. You may need to create a
filter to then look at the responses associated for a specific "survey" or logic route.
To read more about Filters, click here.
You can also create a custom report to make only specific pages of questions
following that route path visible. Click here to learn more on creating custom
reports.
EXAMPLE: If you have one initial question asking respondents which survey (or in this
example, which language survey they want), then you can create a Filter by
Response.
Pick that language question in the filter query and then pick the answer choice
of English.
When that filter is toggled on and active, you will only see the respondents
who picked the English survey. Export the data with that filtered applied.

Page 22

SurveyMonkey User Manual

B. Editing an Existing Survey
Once you have created a survey, you can come back at any time to edit it even after
it has started collecting responses. The following section covers the editing
capabilities once your survey has been created or distributed.

11. Copy or Move a Question
After you have designed a survey or during the design process, there is the ability to
copy or move pages and questions within it. While in the Edit Survey mode, you will
notice the Move or Copy buttons associated with each question or page.

If you want to Copy a question/page:
Select the Copy button associated with the question/page.
Then the Paste Question Here button will appear above and below each
question. Just click on the one where you want to paste that question.
Repeat the same process to move a question or page.
Step 1: Select the Move button
associated with the question/page
you want to move.
Step 2: Then choose the Move
Question Here located in the
survey design to where you want to
move that question.
Step 3: The Move Question Here
button is located above or below an
existing question. Now you can
move the question into that
location.
(Follow the same principle to
move a page. The Move Page Here
button is located above each page.)

Page 23

SurveyMonkey User Manual

12. Add a Page or Insert Page Break
You can add a page into your survey by
clicking on the Add Page button
directly above or below an
existing question.
To do this, please use the following
steps:
Step 1: Click on the Design icon next to
the survey title on the My Surveys
page.
Step 2: Click on the Add Page Here or
Split Page Here button, depending on
where you want to create a new page.

13. Delete a Page and Questions
If you no longer need a page in the design, you can delete it from the Editor. When
deleting, there is an option to delete all questions currently on that page or move
them to a different one.
Please note: If you delete a question, then any responses collected on that
question will be deleted!
Step 1: Access the Edit Survey option by clicking on the Design icon for the survey.
Step 2: Here you see the survey design and you can select the page from the
dropdown.
The Delete button is located at the top of the page.
Step 3: Click on the Delete button for that page and a prompt will open asking you if
you want to do the following:
1. Delete all questions on the page.

Page 24

SurveyMonkey User Manual

2. Move all questions to the page above.
3. Move all questions to the page below.
(Click the Yes, Delete Page when you are finished)

Part 1 of 2: Click on the Delete button

Part 2 of 2: Choose your option and click "Yes, Delete Page."

Page 25

SurveyMonkey User Manual

14. Restore Deleted Questions
You have the ability to restore a question that has been deleted from the survey
Design mode. The Restore feature allows you to re-insert a deleted question back
into the survey. To restore a deleted question, please follow these four steps:
Step 1: Click on the Design icon next to the survey title on the My Surveys page:
Step 2: Click the Restore Questions button on the left side of the page.

Step 3: The prompt opens showing any deleted question over the past 14 days. Click
the Restore button next to the one to add back into the survey.

Step 4: This shows the survey design again on the Edit page. The Restore Question
Here button will appear next to any available place in which to restore the question.
Simply click that button where you want the deleted question to be inserted.

Please note: After 14
days of the deletion, you
will not be able to restore
the question.

Any responses collected
on that question may also
be purged from the
survey.

Page 26

SurveyMonkey User Manual

15. Edit a Survey with Responses Collected
Once a survey has started collecting responses, there are limited editing capabilities.
You cannot fully edit a question that has received responses. Make sure to close the
current collector(s) while editing. If respondents are taking the survey, they will be
brought back to the current page.
Editing the survey design does not change the survey link!
There is no need to resend a new link. The changes are effective immediately.
When you click on the Edit button associated with a question on the Edit Survey
page, the following prompt opens if responses have been collected:
This question has responses. Editing is limited for some options. In order to
fully edit the question, you must clear your existing survey responses.
What can I add or edit?
 Add new questions/Edit existing question text
 Delete current questions (This will delete responses!)
 Move questions/pages (Do not move pages/questions with logic applied.)
 Add/Edit/Hide answer choices
 Sort answer choices (alphabetically or randomly)
 Edit/Add column labels to Matrix or Rating questions
 Add/Remove some features: e.g. Required to Answer, Comment Box. (The tick

box for that option will be grayed if responses are collected.)

Add an Answer Choice:
To add an answer choice, click the Add Choices button under the current choices.
 The Add Choices button
provides a textbox to manually type in
a new choice.
 A dropdown menu appears.
Pick where in the list you want the
answer to appear. Or choose the Edit
Choices button to edit a current one.

Page 27

SurveyMonkey User Manual

Delete an Answer Choice:
To delete an answer choice, you will notice the "hidden" checkbox option in a
dropdown menu next to each answer or row choice when clicking the Edit Choices
button.
First, select the specific answer choice
from the dropdown menu.
Second, click on the hidden checkbox to
make it a non-available answer choice or
row.
Click the Update Choice button when you
are finished.

Edit/Add Column Labels:
If you forgot to add column heading labels into a Matrix or Rating type question,
simply scroll down to the "Label" textbox prompts and type in the correct column
labels. Click the Save button when you are finished.

Important! You Cannot Change Question Types When Data Has Been
Collected. To do so, you will need to do the following:
Export the data to maintain the current responses for that question.
Delete the specific question from the design. Then, recreate the question.
o

Once you have recreated the question, manually re-enter the
responses using the exported file's data.

o

Click here to read more about editing an individual survey response.

Page 28

SurveyMonkey User Manual

C. Print Survey Design or Data
There are a couple of print options for Professional subscribers. One PDF option is
available for the survey design and the other is available for the summary results.

i. Print Survey Design:
1. Click the Print Survey button
from the Edit Survey page.
2. Select the Print Style from
the drop-down and select if
you want the survey title and
page numbers displayed.
Choose the orientation and
paper size.
3. Click Download Printable
Survey.
The survey prints individual pages by default. Select "Print Without Page
Breaks" to produce an overall survey print. The PDF is a 'snap-shot' of the
survey design. You will not be able to see dropdown menu options in the PDF
version of the survey. Click here for Printing & Troubleshooting.

Which Print Style should I select?
The PDF option of Optimized For Printing will be in black and white.
The PDF of the Current Theme will appear exactly as your survey is
excluding the logo.

Which Orientation should I select?
If you have many wide matrix question types in your survey, select the
Landscape orientation form the Orientation drop-down menu. The Landscape
orientation will print the survey horizontally across the page.

Page 29

SurveyMonkey User Manual

Paper Size Options:
Letter 10.63 x 13.75 in
Legal 10.63 x 17.50 in
A4 210mm x 297mm

Tips:
Logos in the logo header bar do not print. But images in the survey design body
will print on the PDF.
Dropdown menu choices do not print. Avoid using dropdown menu answer choices
if you need to print a PDF of the survey.
Skip Logic patterns will need to be explained if using a hard copy. If a person is to
move to a certain section, include the skip information within the online survey
design in the question text, next to the answer choice, or in the Page Description.

i. Print PDF of Summary Results:
Step 1: The PDF option is located on the
Response Summary page under the Analyze
icon.
Step 2: Click on the Download Responses
button located on the left hand side of the
Response Summary page.
Step 3: Select the Summary Report and choose
the PDF format. Select your print style,
orientation, and paper size. Finalize the print
setup by clicking on the Request Download
button.

Note: Open Ended Comments Do Not Print on the PDF
If you would like to print open ended comments, refer to the following topic: Print
Comments or print/export individual surveys.

Page 30

SurveyMonkey User Manual

III. COLLECTING RESPONSES
Once you have finished designing the survey, you are ready to send it to an audience.
Since the survey is an online format, respondents will need to access it via a link or
URL. The following section contains the information on where to get these links
through the use of collectors.
Click here to view the collector tutorials!

A. What is a Coll ector?
A collector enables you to collect survey responses. After designing the survey, you
are ready to distribute it via a link in an email message or post it on your webpage.
There are several options to choose from when determining which collector to use.
Consider the method of delivery and if you want to identify respondents or keep them
anonymous:
 To post a link on your website or email the link using your own email client,

use the Web Link Collector. This collects anonymous responses.
 To email a unique link to each of your recipients and track the status and
identity, use the Email Invitation Collector.
 To have a survey invitation or survey open when people visit your website, use
the PopUp Collector.
Once you are ready to distribute the survey, these collector types are located under
the Collect icon:
Each survey will have a Collectors Page that lists each collector
created for it.
There are no limits to the number of collectors for Professional
subscribers. However, the Basic subscription is limited to 3 collectors
per survey.
Individual surveys can have one collector or multiple collectors running at the same
time. Collectors each have their own unique settings and work independently of one
another to enable greater collection control and survey analysis. If you do create
more than one collector for a specific survey, you may need to make the settings and
restrictions congruent on each one (e.g. if they all need the same redirect or jump to
webpage, thank you page, max response, etc).

Page 31

SurveyMonkey User Manual

Examples of How to Use or Create Collectors:
The benefit of the collector is that it enables you to create a survey where different
audiences need to be reached. Collectors‟ responses come back into the original
survey‟s Analyze section and are combined together into one results summary.
Here are three examples of how to create and use collectors effectively.

Example 1: Tracked vs. Anonymous
Perhaps you want to have “tracked” vs. “anonymous” responses, or you have
additional responses to enter manually from a paper version.
1.) Let's say for that you want to survey one group of participants anonymously.
Name one Web Link collector as Anonymous.
Choose the setting to Create link for an email message or to place on a
webpage under the Collector Summary.
Create the collector settings and restrictions.
A link is generated under the Get Survey Link button for you to copy and paste
into your own email provider or website.
Save the Collector and email the link to your audience or post on your
webpage.
2.) Now, you may want to survey another group and be able to track their identities
for the same survey.
Create a 2nd collector and choose the option to Upload your email list and
have us send a survey invitation. You can name it Email List.
Select your settings and restrictions and save them.
Import/create your email distribution list.
Customize the message.
Schedule the delivery for SurveyMonkey to send out the invitation message with
the survey link.
3.) Maybe you have a paper or hard copy survey that you now would like to
incorporate into the rest of the responses.
Click the Collect icon next to the survey on the My Surveys page.
Click the Add New Collector button.
Choose the Create a link to send in an email message or to place on a
webpage.
Name the Collector Data Entry and click Next Step.
Select the Manual Data Entry button on the left side of the screen.
Select the Add New Response button.
Once the new response is added, you can also go back in and Edit or
Delete a manually entered response.

Page 32

SurveyMonkey User Manual

As a Professional subscriber, the Filter feature enables you to filter the survey by
Collector. If you want to only see the anonymous surveys then you could filter by the
"Anonymous" collector.

Example 2 & 3: Specific Groups
Ex. 2: If you are an educator and need to survey “Student Responses”, “Teacher
Responses”, and “Administrator Responses”, then you can essentially create a
collector for each individual audience. Here you could potentially create three
different collectors (or however many groups) to send out to each specific group:
Student Collector
Teacher Collector
Administrator Collector
You can apply filters later to specifically look at one specific collector‟s responses in
the Analyze section (e.g. look for the student responses only).
Ex. 3: Your organization has offices worldwide and you want to survey each office
separately but still have all the data combined in one results summary. Here you
could create the following three (or however many offices you have) collectors:
Hong Kong Office
San Francisco Office
London Office
Now you can create the settings and restrictions for each “office” collector and send
them out accordingly. Once you are in the analysis phases, you will still have all the
data in one combined report. Apply filters by collector to look at each office‟s
responses individually.

Page 33

SurveyMonkey User Manual

B. Collector Settings and Restrictions
The options for collectors are configured individually when each collector is created.
 If you need to create, edit, or change the options associated with the survey,
access them any time under the survey collector‟s Settings & Restrictions.
 If you need to access a previously created collector to make these option
changes, click the Collect icon on the My Surveys page next to the specific
survey. The list of current collectors will open for that specific survey.
To access the Change Settings button, click on the collector's title from the
summary page. This opens the collector details. The Change Settings & Change
Restrictions buttons are located on the left hand side of the summary page:
Step 1: Click on the Collect icon next to the survey title on the My Surveys page.
Step 2: Select the collector for which you would like to change the survey options by
clicking on the actual collector title.
Step 3: The summary page opens and from here you can click either the Change
Settings or Restrictions button located on the left side of the page.

Step 4: Click on the Save Settings when you are finished editing the options for that
specific collector.

What exactly are the options available under the Settings and Restrictions? The
following section provides information on what you can configure for each collector.

i. Collector Settings:
The Collector Settings allow you to determine the “settings” for the survey link. This
section houses many of the options that you can place on a collector like a Thank You
page, a redirect URL, or allowing responses to be edited by survey participants, etc.
The Collector Settings options are as follows:

Page 34

SurveyMonkey User Manual

Setting 1: Allow Multiple Responses?
Setting 2: Allow Responses to be Edited?
Setting 3: Display a Thank You page?
Setting 4: Survey Completion
Setting 5: Save IP or Email Address

Setting 1: Allow Multiple Responses or Not/Editing of Survey Responses:
The first setting on the Collector Settings page provides the option of "Allowing
Multiple Responses?" for the survey.
The selection you make here will determine the rest of the options or settings
for your survey.

Scenario A. Allow Multiple Responses? NO
 Selecting: No - Allow only one response per computer
 Allow Responses to be Edited? Choose from the following:
o No
o Yes (Option 1)
o Yes (Option 2)

What do the Yes/No settings mean if you allow editing or not?

Page 35

SurveyMonkey User Manual

I. No: Respondents can only progress forward. No one can move back to previous
pages to edit a response. The Previous button will be removed from the bottom of
the page.

II. Yes: (Option 1) Respondents can edit or go back to a previous page while taking
the survey or until it is finished.
Please note: This gives respondents the option of going back and editing or
updating existing responses until the survey is finished. Once the Done button is
clicked the respondent will not be able to re-enter the survey.

III. Yes: (Option 2) Respondents can come back at any time to edit or finish an
incomplete survey.
Clicking the link opens the survey and permits editing even after the Done button
has been clicked or the browser window has been closed. This link MUST be accessed
on the same computer from which the cookies have not been cleared.
If you want respondents to be able to come back at any time after clicking the
Next or Done button, then you will need to use this second Yes option.

Page 36

SurveyMonkey User Manual

Scenario B. Allow Multiple Responses? YES
 Selecting: Yes - Allow multiple responses per computer
 Allow Responses to be Edited? Choose from the following:
o No
o Yes (Only 1 option available)

When allowing multiple responses, the survey should be finished in ONE
sitting. No one can come back to edit or finish an incomplete survey.
No: Respondents cannot go back into previous pages to edit.
Once the Next or Done link is clicked, respondents will not be able to go
backward in the survey to make edits. The Previous button will not be visible
on any pages to move back in the survey.
Yes: Selecting “Yes, respondents can go back to previous pages in the survey and
update existing responses until the survey is finished or until they have exited the
survey."
Please note: After the survey is
finished or exited early, the
respondent will not be able to reenter the survey.
[This means when the Done or
Submit button is clicked, the Exit
Early link is clicked, or if the browser
window is closed before the survey is
finished, a blank survey will open
each time the link is clicked again on
the same computer.]

Page 37

SurveyMonkey User Manual

You will need to select "Yes" using the
multiple responses setting if
respondents will be using the same
computer to take the survey. For
example, in a computer lab setting
you'll need to allow multiple responses
per computer and you may want to set
the survey completion setting to “loop
to the start” of a survey.

Setting 2: Add a Thank You Page?
To add a Thank You page to your survey, select Yes under display a "Thank You" page
option. From here you can then customize the message.
Select “No” if you do not want a Thank You Page displayed upon survey completion.

Setting 3: Add a Redirect Page upon Survey Completion?
The Survey Completion section is used to change the page respondents are directed
to upon completion or exit of the survey, or if you want the survey window to simply
close or loop back to the beginning of the survey.
By Default, respondents are directed to our website. The URL in this field
may be changed to any website you would like by deleting the text in the box
and adding a URL of your choice. You must be a Professional subscriber to
change this behavior.
Or you may select to have the survey window close after the Done button has
been clicked by selecting the Close Window option.

Page 38

SurveyMonkey User Manual

Setting 4: Why would I Save the IP or Email Address in my Results?
Saving the IP address in your results allows you to track the survey by IP address.
If you select No, then the tracking information will not be collected. Your
results will be completely anonymous.
If you select Yes, the tracking information will be stored in your results.
You can decide at a later date to select “No” and the results will then be
anonymous. However, if you first choose No, it will not be possible to recover the IP
or Tracking information. It will also not record a custom value number if you have
customized the Web Link.

How to Save your Collector Settings:
Click the Save Settings button to save your settings. You will then see the saved
settings message for confirmation.
Your collector settings have been saved.
To return to the "Collector Summary" page, click the << Back to Summary button.

ii. Collector Restrictions:
The Collector Restrictions allow you to determine the limits for the survey link. The
following explains each restriction found under the Change Restrictions button and
what it limits:
Restriction 1: Set a Cutoff Date and Time
Restriction 2: Set a Maximum Response Count
Restriction 3: Include Password Protection
Restriction 4: Set IP Blocking?

Page 39

SurveyMonkey User Manual

Restriction 1: Set a Cutoff Date and Time
The Cutoff Date and Time setting allows you to stop response collection on a specific
date and time. Click Set a Cutoff Date & Time to open the Date and Time dialogue
box. Then from here you can configure those parameters.
Once the cutoff date has been met, respondents who access the link will see the
closed survey message instead of being directed to the first page of the survey. In
addition, the collector will display as closed (the brown box icon will be closed) on
the Collectors page for the survey in your account.

Restriction 2: Set a Maximum Response Count
The maximum response count sets the maximum number of responses this collector
will accept. Click Set a Maximum Response Count to open the response count
dialogue box and set a maximum response count number.
Once the set number of maximum responses has been met, respondents who
access the collector link will see the closed survey message instead of being
directed to the survey. In addition, the collector will display as closed (the brown
box icon will be closed) on the Collectors page for your survey in your account.

Restriction 3: Set a Password for Your Collector
The password protection for collectors is a feature that allows you to create a unique
password configuration per collector. To configure a password, click Enable
Password Protection to open the password dialogue box and set the password,
labels, and message.
1. First enter the password for your collector in the Password field.
2. If you would like, you may edit the Password Label. The password label will be
displayed to prompt the respondent to enter a password when the survey link is
opened.
3. The Submit Button Label allows you to format the button respondents will
click to submit the password entry.
4. You may edit the “Password Required Message” and the “Password Failed
message” by changing the text in these boxes.

Page 40

SurveyMonkey User Manual

Restriction 4: Enable IP Blocking
The IP address blocking allows you to allow or deny access for specific IP addresses.
To enable IP Blocking or access, select Enable IP Blocking to open the IP Blocking
configuration dialog box.
1. Select the access you wish to set from the Select Access drop-down list.
2. Allow IP List only or Block IP List.
3. Enter each IP Address on a separate line in the IP List Field.
 When you select Allow IP List, only the IP addresses you list will be permitted
to take the survey.
 Selecting Block IP List provides the option for you to block specific IP addresses
from accessing your survey. (Partial IP addresses will work.)

How to Save your Restriction Settings:
To save your restriction settings, click the Save Restrictions button.
The saved restrictions message will then confirm that your restrictions for this
collector have been saved.
Your collector restrictions have been saved.
To return to the "Collector Summary" page, click the <)

Initial Creation of Lists in Excel or Spreadsheets:
The process for importing emails is not a direct Excel upload or API transfer, so you
must format the emails first (as suggested above), and then copy and paste them into
the list creator. If you have created the list initially in a spreadsheet with the email
address in one column, the first name in a 2nd column, the last name in a 3rd column,
and the custom value in a 4th column, save the file as a .csv file (comma delimited)
in the Excel saving options.
A. Excel File:

Page 56

SurveyMonkey User Manual

B. Save as .csv extension:

C. Plain Text Editor:
Open a program like Notepad (or any kind of plain text editor program like TextEdit
for Macs) and select the .csv file.
If you do not see the .csv file in the Open prompt menu, then you may need to
select the "All Files" type from the "Files of Type" selector in the Open prompt.
When the .csv file opens in your program, it shows you the emails in the
correct format that is needed to copy and paste into the Add Manually textbox.
Anywhere you do not need a field, simply place a comma.
Highlight the emails in your text file with your cursor and copy them. Then
paste them into the collector.

Part 2 - How to Add Your Formatted Emails into the Collector:
Once you have formatted the emails accordingly to add to your Recipients List, follow
these steps to bring them into the Email Invitation collector. Once you get your
emails into the suggested format, copy and paste them into the Add Recipients
prompt.
Please review these four steps on the next page:

Page 57

SurveyMonkey User Manual

Step 1: Select the Collect icon located next to the survey title.
Step 2: Click on the Add New Collector button located on the upper right side of the
collector's manager page:
Select the Upload your own emails and have us send a survey invitation option.
Then name this collector and click the Next Step button.

Step 3: Pick your collector settings and restrictions and save them. The Settings and
Restrictions buttons are located on the left hand side of the collector‟s summary
page.
Step 4: Once you get to the Collect Summary page, select the Add Emails to List.
 Choose to copy and paste the plain text file into the textbox and enter them
manually, add them from a list in your address book, or add emails from an
existing collector list.
 Make sure that each address is entered on a new line and all extra fields (first
name, last name, and custom data) are separated by commas. There are a few
example addresses shown in this section:

Part 1 of 2: Import Emails Setup:

Page 58

SurveyMonkey User Manual

Part 2 of 2: Add Emails

ii. Compose a Message
To learn more about composing an email message click here to view the
tutorial.

iii. Send a Reminder Email
You can resend a message to those respondents who have not answered the survey or
partially answered it. When you access the collector with the email list that has
already been sent one initial message, you can send a message to only those in the No
Response status.
To do so, please follow these steps:
Step 1: Click on the Collect
icon for the survey. This opens the survey's
collector page to show you all the collectors created for that one survey.

Page 59

SurveyMonkey User Manual

 Select the collector that houses the
email list that is currently uploaded
and has already received message.
 Once you click on the collector title,
the Message Manager opens. This
shows the synopsis of the number of
emails that have been sent a
message, the number of current
respondents, and the number that
have Not Responded.

Step 2: Click on the Edit Messages button located on the left hand side of the page to
access the message creation prompts.

Step 3: Click on the Create New Message button and this opens the prompt where
you pick which emails from the list you want to receive the message.

Step 4: If you want to send it to respondents who have not yet answered your survey,
choose to send the message to the appropriate status of Not Responded.

You also have the
option to send the
message to those
that have not “fully”
responded instead of
the “no” responses
(e.g. The ones in the
"partially responded"
status).

Page 60

SurveyMonkey User Manual

Step 5: The Compose Email Message page opens next. Begin by entering in the
subject of the email. Customize the email body message to indicate this is a
reminder or that the respondent has not yet answered the survey.
Click Save & Preview. Finally, schedule the delivery of this second reminder email.
To learn more on how to schedule reminder emails in advance, click here!

iv. Add New Emails to an Existing List and Send Those the Survey
If you would like to add an email address (or several) to an existing list and then send
only the new email(s) a message, you can do so using these five steps.
Step 1: Click on the Collect
icon that
houses the collector to which you have
already sent an email invitation. This opens
the survey's collector summary page.
Step 2: From here you will click on the title
of the collector that has already been sent
the first message. This opens the Message
Manager page for that survey:

Step 3: To add the one new invitee (or many new invitees), click the Edit Recipients
button. Then click the Add Recipients button on the right side of page.

 This opens the manual entry mode.
Type in the new invitee's email address
into the 2nd option where it says to
add recipients manually.
 Or choose to add emails from the
address book or from a previous
collector. (See image on page 62).

Page 61

SurveyMonkey User Manual

If you are adding them manually, type or copy and paste the new recipients into the
textbox. Click the Add Recipients button when you are finished.

Step 4: Click on the Create New Message to Send button that opens up at the top of
the page after adding the new invitee(s).

 Select who on the list is to receive
the message. Since this email is
new, he/she will be the only one
who has not received message.

 Choose the option to send the
message to those in the
New/Unsent status (or you can
choose the custom criteria
method).

Page 62

SurveyMonkey User Manual

Step 5 & Finish: Compose the body of the email and schedule the delivery of the
message.

v. Send a 2nd Message for the Same Survey or Use the Custom Criteria
You have the ability to create a new or second message to deliver to list that has
already received a message. In order to create new message for an existing collector
list, follow these three steps:
Step 1: Click on the Collect
icon next to the survey title on the My Surveys page.
Then select the collector that houses the list you want to receive another message.
Step 2: Access the Message Manager by clicking on the Edit Messages button located
on the left side of the page.

Click the Create New Message button on this Message Manager page.

Step 3: Select the Recipients on the List to Receive the Message. Choose the
New/Unsent if you have new email addresses. Or if you want to send it based on
custom criteria, partial responses, no responses, everyone, etc., then it is up to you!

Page 63

SurveyMonkey User Manual

 Click the Save Selection button.
 On the email message setup page, enter the subject of this new message and
customize the body text.
 Click Save and Preview.
 Finally, schedule the delivery.

vi. How to Check the Status of the Emails on the List
You have the ability to track who has and who has not responded to your survey. To
do so, please follow these steps or visit the online tutorial for checking the status of
respondents:
Step 1: Click on the Collect
icon on the
My Surveys page for the specific survey.

Step 2: Click on the collector that houses the
email list (as shown on the left).

Page 64

SurveyMonkey User Manual

Step 3: This opens the Message Manager page. Click on the Edit Recipients button
on the left side of the page or in the "recipients" section.

Step 4: Now the Edit Recipients page opens to show the emails in the list. Now you
can check for who has responded, who has not responded, and who has opted out.
 If a person has responded, there will be a green star next to his or her
name/email.
 If a respondent has partially answered the survey, then a light yellow star will
be indicated next to the email.
 If a respondent has opted out, the opt out check will be highlighted.
 If an email is bounced, it will be indicated by an envelope
icon.

Page 65

SurveyMonkey User Manual

vii. How to Export the Emails from an Email Invitation collector list
All emails lists are exported into the same format as it was imported: one recipient
per line, with fields separated by commas or as an XML file.
If the file does not open or says "completed" or processing, then you may be
experiencing a popup blocker. Allow popups to receive the file.
In order to export the email list from the Email Invitation collector, please follow
these steps:
Step 1: Click on the Collect
list.

icon and click on the collector that houses the email

Step 2: Click on the Edit Recipients button located on the left hand side of the
Collector Summary page.

Step 3: Click on the Download Recipients option.

Step 4: Choose the fields to export and select the emails. Then click the Download
Recipients button. (See image on page 67.)

Page 66

SurveyMonkey User Manual

Opt Outs & Bounced Emails:
To view emails that have opted out of a survey, you can either view those emails
housed in an Address Book list or through a list housed under the Edit Recipients
button of the Email Invitation collector.
Option 1: Address Book
When you access the Address Book, select the email list you wish to look over for
opted out emails. From here you will see a star indicated in the Opt Out column to
the left of any email that has opted out.
Option 2: Email Invitation Collector
An easier way to view these emails is to access the Email Invitation collector for the
survey. Then export those emails that are in the opt out status.
In the email collector and after following the export prompts above, you can choose
the fields to export. Then click the Download Recipients button. If you wish to only
export those in the Opted Out status, choose the emails to export by criteria:
After selecting the fields, choose the dropdown menu for Select the Emails to
Export.
Next choose Recipients with a particular status from the menu.
Finally, select to export the recipients with the status of Opted Out.

Page 67

SurveyMonkey User Manual

A list of all the opted out emails for that specific Email Invitation collector will
then be exported directly to your computer.
You can also view and export the bounced emails. Click here to learn more.

viii. Edit Email Addresses in an Existing List
When you add emails to a list, they will not have the status of "sent" or "responded"
indicated by a green star on the Edit Recipients page in the Email Invitation
collector.
This means that the email address is new to a list and has received a message. From
here you can click on the email address itself in the Edit Recipients portion and make
changes/edits to the following fields:
First Name
Last Name
Custom Value
Please note: Once a message has been delivered, you will not be able to edit
the email address field and you cannot directly change the status. This
restriction is in place due to the way the links work in an Email Invitation
collector. If you made an error in entering the email address, delete it and
then add it again in the correct/valid format.
To edit an email in a list that has not been sent a message, please follow these steps:

Page 68

SurveyMonkey User Manual

Step 1: Click on the Collect
icon next to the survey title on the My Surveys.
Then click on the named collector to open the summary page.

Step 2: Access the list by clicking on the Edit Recipients button on the left hand side
of the page.

Step 3: Click on the specific email address housed in the list. (You can search for an
email in the list if you have many entries).

Step 4: Once you click on the email address that has not been sent a message, a
prompt opens showing you the fields that can be edited.

Page 69

SurveyMonkey User Manual

IV. ANALYZING & EXPORTING DATA
SurveyMonkey allows you to analyze the survey data within the Analyze section of the
survey. As soon as a respondent clicks the Done button on his/her survey, the
response comes immediately back into that section.
The response summary page shows the data in a bar graph presentation of the
summary numbers (depending on the question types).
Now you can check the total response counts, percentages, respondent counts,
and response averages, etc.
Within this section, browse through individual survey responses, edit them, or
delete them. In addition and as a professional subscriber, the Analyze section
allows for deeper analysis through the use of filtering, cross tabulating, and
exporting.

Response Summary
At the top portion of the summary page, you will see the Total Started and the Total
Completed respondent numbers. SurveyMonkey saves response whenever the Next or
Done button is clicked on the page.

What is considered a Completed vs. a Partial response?
 Completed Response: If a respondent makes it all the way through your
survey, answers a question, and clicks the Done button, it counts as a
completed survey.
 Partial Response: If the Next button is clicked and the Done button is never
clicked, then it will count as a partial response since the respondent has not
yet finished the survey.
Those respondents that have actually clicked the Done button AND answered a
question on your survey will be included in the Total Completed Survey number.
However, it does not mean that ALL questions have been answered but only that the
respondent moved through all pages and clicked the Next button on every page,

Page 70

SurveyMonkey User Manual

answered at least one question, and finally clicked the Done button on the survey's
end page.

How to View the Open Ended Responses on the Summary page?
Open Ended responses are located on the Summary page.
Click the View button in the space where the open ended question is located to see
all of your respondents‟ open ended answers.

This opens the Comment Summary window. Within this window, you see all of the
open ended response listed by respondent number.
Click the Find button to jump directly to a specific respondent‟s results.

1. Browse Survey Respondents : Edit or Delete
You have the ability to view individual survey responses in the Analyze section.
Browse through respondents to view them individually, to edit them, or delete them.
To do so, please follow these steps:
Step 1: Access the Analyze

icon next to the survey title.

Step 2: Then click on the Browse Responses button located on the left hand side of
the page:

Each response is listed from oldest to newest. (The red arrow in the example below
illustrates this.) You also see the following in the upper portion of each individual
respondent's survey:
Response Type
Collector
Email

Page 71

SurveyMonkey User Manual

Name
Custom Value
IP Address
Start and End Times
At the top of the page, you see
the current response and the
navigation arrows to scroll to a
different one. Or enter a
respondent number in the Jump
to field and click Go >> to jump
to a specific respondent’s
results.

Response Type:
The top portion of each individual response contains the Response Type section. This
provides all of the tracking information associated with your collector:
Response Type: Normal Response or Data Entry
Collector: Collector used to collect responses (link provided)
Email: Included when an Email Invitation link was used to track responses
Custom Value and Name: Included when the information has been entered in
the Email List
Response Started and Response Modified: Start Date (time survey was
started) and End Date (last date the survey was accessed)
Remember, the tracking information vs. anonymous, was determined when you
set your Collector Settings for the collector under the Save the IP addresses in
your Results setting.
To learn more about tracking respondents and identifying who responded,
please click here.

Page 72

SurveyMonkey User Manual

A. Edit in Browse Responses:
There are a couple of different ways in which you can edit individual survey
responses. First, you do have the option to edit a response in the Analyze section
under the Browse Responses.
Second, you can also edit a response from within an Email List of an Email invitation
collector.
To edit within the Browse Responses section, please follow these steps:
Step 1: Access the Analyze

icon on the My Surveys page next to the survey title:

Then click the Browse Responses button located on the left hand side of the page to
scroll to the respondent's survey you wish to edit:

Step 2: Once you locate the one to be edited, select the Edit Response button. This
opens that survey in a new window to reveal the answers.
Scroll through the survey by accessing the Next button. When you get to the
question to be edited, you can either select a different answer choice or type
in a different response in the comment box.
Continue all the way through and click the Done button to close the survey.
Now you will be looking at the Analyze section and the Browse Responses page
again. Click the refresh button on the browser menu to see the new changes.

Page 73

SurveyMonkey User Manual

B. Editing a Response in the Email List Section:
You can also edit a response for an individual that has responded through the link
delivered by SurveyMonkey. This is accomplished by clicking on the actual email
address stored in the Email Invitation distribution list.
Step 1: Access the Collect
icon and then click on the Collector that houses that
email address list. Once the collector summary opens, click on the Edit Recipients
button:

Step 2: Search to find the email address in the list. Then click on the specific
respondent's email address.
Step 3: Select the option to Update Response (as indicated by the red arrow below).
You can also add a response for that person on his/her behalf, if s/he has not already
done so.

C. Deleting a Response in the Email List Section:
To delete a survey response, scroll through the survey respondents until you get to
the one you wish to delete and click the Delete button associated it.

Page 74

SurveyMonkey User Manual

How to Correlate the Respondent Number to the response in your
Export:
When browsing through the respondents in the Analyze section or online in your
account, they are presented in the same order in which they are received.
The 1st respondent to your survey will be listed as #1 out of “n” or the total number of
respondents. The responses will then go from oldest to newest with the first person
to respond saved as #1, the second respondent as #2, the 3rd as #3, and so on.
However, in the exported spreadsheet file, they are presented in the reverse
order.
 When viewing the respondents in Excel, they are shown in the reverse order.
 Respondent #1 from the Analyze section will be the last response listed in your
export spreadsheet. The newest response will be the 1st row of your
spreadsheet.
EXAMPLE: If you had 10 respondents, then Respondent 10 out of 10 from the Analyze
screen will be the first response of your export starting in the respondent‟s row. In
Excel, the respondent row starts on row 3. The questions are in row 2 and the other
headers are in row 1.
The response in row 3 of the spreadsheet will be the same response as respondent
number 10 when you are browsing the results in the Analyze section.

To learn more about reading the All Response Collected Spreadsheet in
Excel, please click here.

Page 75

SurveyMonkey User Manual

2. Creating Filters
As a Professional subscriber, Filters enable you to look for specific data or patterns in
the data. New filters are named and can be toggled on or off. You have the ability to
filter by Responses, by Properties, or by Collector.
To add filters to the data, click the Filter Responses button on the Analyze page and
then choose how you want to filter:
By Response
By Property
By Collector
To get started in adding filters, follow these steps:
Step 1: Click on the Analyze
page:

icon next to the survey title on the My Surveys

Step 2: Then click on the Filter Response button on the left side of the page:

Step 3: You have the ability to „save‟ filters in this section. If you have to filter the
results by many different criteria, create multiple filters and simply toggle them on
and off. This feature enables you to create any number of filters (only one of which
can be active at any given time) and then save them for later use.
For additional information on filtering, please visit our Tutorials section:
Filtering

i. Create a Filter by Response:
To look for surveys by a particular answer choice to a specific question, then it is best
to create a response-based filter:
1. Select the Filter Responses button on the left side of the Response Summary
page.
2. Name the filter on the Editor page.
3. If you want to filter by specific questions and answer choices (rather than by
'property' or by 'collector'), check the Filter by Response option.
4. Click the Add Response Filter and you set the filter description as follows:

Page 76

SurveyMonkey User Manual

Show responses of people who answered question: (then select the question
from the dropdown)
With answer choice: (then select the answer choice from the dropdown)

Example: You want to filter the data by more than one response in the same filter.
If you create one filter to "filter by response", you can sort by multiple parameters
within the one named filter.
Let's say you name this individual filter "School" and you want to filter more than one
school at a time. Perhaps you want to know who goes to Jefferson and who goes to
Madison.

A. Click the Add Filter Response button and the first filter parameter within this one
"School" filter would be:
Show respondent who answered....What school do you attend?
with response of......Jefferson
Then you can add a 2nd one to this same "School" filter by clicking the Add Response
Filter button again and set up the 2nd one as follows:
Show respondent who answered....What school do you attend?
with response of......Madison
B. Next you will see an option pop up that allows you to match by criteria. If
you create more than one parameter, you have the option to Match Every Filter,
Match Any Filter, or Create Custom Combination of Filters.
If you select to match every filter, then the system will only search for
respondents who meet all the criteria and will filter everyone else out.
If you select to match any filter, the system will search for those who match
any of the created filters. All other respondents will be filtered out.
Click the Save Changes button when you are finished.
In this example, choose the option to "match any" or filter. When this "school" filter is
toggled on, you will see only those that match the criteria for the responses and
questions.
(See example on p.78)

Page 77

SurveyMonkey User Manual

To learn more about creating a Filter by Response, please click here.

ii. Creating Filters by Properties or Collectors
To create a filter to look for respondents who answered your survey according to a
certain property, then the Filter by Properties is a good way to view those. This is
handy if you want to:
View respondents who answered the survey during a specific time period.
Look for a specific tracked email address of a respondent who answered the
survey via an Email Invitation collector. (If you used a Web Link collector you
cannot filter by the email property.)
Look for a specific IP or email address.
View only the respondents who have completed the survey.
View only the respondents who partially completed the survey.
To learn more about the principles of filtering, please click here.

Page 78

SurveyMonkey User Manual

Additional Information:
Professional subscribers can refine Filters by Properties such as:
Survey date
Total response time
Response status
Response type
Email address
First name
Last name
Custom value
IP address
Please click here for instructions
on applying filters.
For additional information, you
can also access our Tutorials section
or click here.
You can Filter by Collector (or combine a Filter by Response with a Filter by Property
and a Filter by Collector). Only responses collected with a specific collector(s) will be
visible in the analysis.

iii. Managing Multiple or Saved Filters
Once you've applied a filter, only the results "matching" the filter will be displayed.
You can have multiple filters created, but only one named filter can be active at one
time. Simply toggle them on and off to view different filters.

Page 79

SurveyMonkey User Manual

To Edit or Remove filters currently applied to your results, click the Edit Filter
button to edit an active filter. Click the Un-apply button to remove filters currently
set on your results.

Saved Filters:
Once you have created a filter configuration, clicking the Filter Responses button
from the Response Summary Page opens
the Saved Filters page.
 Apply a saved filter to your
results by clicking the Apply
Filter.
 Clicking the Filter Title or Edit
Filter button opens the Filter
Editor page.
 Delete Filter deletes a filter.
 Click Add New Filter to add one.

3. Creating Cross Tabbed Reports
If you need to do more in-depth analysis through the use of cross tabs and filters, it is
good practice to build a Custom Report first. This gives you the ability to select
which pages and questions will be visible on the report.

How to Use Custom Reports with Cross Tabs:
A. Consider the Survey Design:
When designing a survey, think about what you want to learn from the data. The
structure of the survey and the kinds of questions asked will later help you in the
analysis.

Page 80

SurveyMonkey User Manual

Filters:
If you have groups of respondents you want to sort, then Filters come in handy. You
would want to create questions that ask respondents to identify themselves in some
way.
EX: Course evaluations - Pick a course to evaluate and then filter later by
courses.
EX: Office Location - Analyze data according to a specific office location of
respondents.
Cross Tabs:
If you want to compare questions and use cross tabs to prove or disprove a hypothesis
based on those variables, consider what kind of data would work best for the analysis.
EX: Demographics - Do you want to know how men and women differ?

B. Consider the Relevant Questions for the Analysis:
Once you have collected the data and are ready to dig into the numbers, consider
which questions to include in the custom report. Not all of the survey questions may
be relevant to your hypothesis!
From the previous help topic, discussed here, you want to compare how Males and
Females evaluated SurveyMonkey. You are also interested if their overall incomes
affected the product ratings.
You suspect that more women use the product and that if they make between a
certain income range, women are more satisfied with it than males.
With this hypothesis, you want to see the data of only two questions in this report:
The Rating question that asks how respondents evaluated the product.
The Income question that asks respondents to choose into which range they
belong.
(See example on p. 82)

Page 81

SurveyMonkey User Manual

Example: Creation of a Cross tabbed Report
Step 1:
Click the Add Report button on the top of the Response Summary page.

The first time you view the data, by default, all questions are selected and visible.

 Click the Unselect All option.
 Then tick the box next to the
questions (the rating question
and the income question) to
be presented with the cross
tabbed report.
 Name it and click the Save
Report button.

Step 2:
The system directs you back to the Response Summary page. Since this is a new
report, create the cross tab and apply it to the selected questions:
Page 82

SurveyMonkey User Manual

Click the Crosstab Responses button to open the Saved Crosstabs. Choose to
edit an existing one or create a new one.
If you have a saved one, click the Apply Crosstab button next to it. The
system will take you back to the Analyze page with that cross tab applied.
If instead you need to create a new one, please click here to learn more in our
tutorial section.

Step 3:
When the cross tab is applied, the system directs you back to the Analyze page. The
cross tab is marked by a teal header bar on the selected Custom Report.
Only those two questions are now visible and shown in comparison with the
Male/Female data.

Adding Filters to a Cross Tabbed Report
Add a filter to refine the data even more. From the current information, you want to
see only the cross tabbed data of Males and Females that make between $20,000 to
$40,000 a year.

Step 1:
Click the Filter Responses button to enter the filter editor.
If there are saved filters created, click the Apply Filter button. The system
directs you back to the Response Summary page.
If you are creating a new filter, click the Add New Filter button.

Step 2:
For a new filter, click the New Response Filter button and add the first income
answer choice. (Click the New Response Filter button each time to add a new income
answer choice. Click here to learn more.

Page 83

SurveyMonkey User Manual

 Name and save the
filter.
 The system directs you
back to the Analyze
Summary page.

The Active Filter header, the Active Crosstab header, and the Total Started and
Completed information will be active on the report page.

HYPOTHESIS STATEMENT:

Females are more likely to use SurveyMonkey and provide more positive feature
evaluations than males.
RESULTS: TRUE
For this example and report, the cross tab and filtered data shows that Females
who make between $20,000 to $40,000 year gave SurveyMonkey very high
evaluations with "Most Definitely" getting selected by all respondents.

Page 84

SurveyMonkey User Manual

4. Exporting the Data
We offer several different export formats for downloading the data in both
raw/aggregate and summary forms to Professional subscribers. You may download
your results anytime without affecting the collection of results. Downloading
responses enables you to create additional graphs in Excel, upload the data into other
programs, or save them to your desktop.
Step 1: Select the Analyze icon on the My Surveys page to get started.
Step 2: Then click on the Download Responses button located on the left side of the
page to choose your format:

Step 3: From here choose between the All Responses Collected Spreadsheet or the
Summary Only. The following section shows the difference between the two:

A. All Response Collected Spreadsheet:
If you need the entire results format, you may do the following:
 Select the All Responses Collected option.
 Next choose either the 'condensed' or 'expanded' columns and the 'actual choice
text' or 'numerical value' cells.

You may also choose if you want
to include the Open Ended
Responses, or if you wish to
download existing filters and/or
cross tabs applied on the
entire results.
The data will be delivered to the
email address that you specify
during this configuration.

Page 85

SurveyMonkey User Manual

B. Summary Only:
If you need a Summary, XML HTML, or
PDF version of the results, choose the
Summary Report type download.
These formats download directly to
your computer.
Sometimes a popup blocker may
prevent the full download of your
Summary Only results. If the
summary exports are not opening,
then it is most likely a popup blocker
issue.
Mouse over the address bar in
your browser window.
You should see a blocked
status.
Right click on blocked file and force it to come through.
You can also access the previous exports requested in your account.
Click the Analyze icon followed by the Download Responses button. Select the View
History button located on the upper right side of this page. Here you will see a list of
all the exports that have been requested in the account over the past 14 days.

Exporting with Filters Applied on the Data:
You do have the ability to request an export with a filter applied. (The same
principle applies to exporting with a cross tab applied.) Once you create a filter,
make sure it is currently active on the data. To confirm this, a blue header with the
applied filter information will be visible on the Results Summary page.
Next, access the Download Responses button. Since that filter is applied and is
currently active, you will see a check box asking if you want to export with that filter
applied. Make sure to check that option. When the export is delivered to you, only
the filtered data will be included.

Page 86

SurveyMonkey User Manual

5. Sharing Survey Responses with an Audience
As a Professional subscriber, you have the ability to let others view the results
without giving them access to your account through the Share Responses link.
The results link you provide updates as your results do!
You determine the "shared" access of the data. You decide to share the Summary
Results only or to provide access to all of the individual responses, or All Responses.
In addition, you have the option of allowing others to use the Filter feature and/or
the Export feature in the Shared Link.
To configure this, please follow these four steps:
Step 1: Click on the Analyze
page:

icon next to the survey title on the My Surveys

Step 2: The Share Responses button is located on the left side of the Analyze page:

Step 3: By default, the Sharing Disabled is selected. Configure the link to share:
Only the Summary of Responses
Share Summary of Responses, View Open-Ended Responses.
Share Summary of Responses, View and Browse Open-Ended Responses - Similar
to your admin view. From here you can enable filtering and downloading of
the responses for those receiving the share link.
o

(Please note: If you enable filtering it does not mean that those
receiving the share link will see the filtered data as you see it in your
account. Those who receive the share link with filtering enabled will
see all responses. They will be able to apply their own filters. For a
work-around option to send out filtered data, please click here.)

o

You can also create custom reports and hide questions that you don‟t
want others to see. Then configure a Share Responses link for that
custom report.

Page 87

SurveyMonkey User Manual

Password Protect Shared Responses.

Step 4: The link to the results is generated, and you are now ready to provide the
generated link to others. Simply copy and paste that link into your own email client
to send out to whomever you would like! Or post it on your own webpage.

Part 1 of 2: Share Setup

Part 2 of 2: Configure Password Protection

Page 88

SurveyMonkey User Manual

6. Custom Reports and Sharing Data
Professional subscribers have the ability to create custom reports in the Analyze
section. The benefits of customized reports are for easier data management and data
analysis. Some of the things you can accomplish are:
Choose to only view certain questions instead of all questions in the survey.
o

Example: You have Skip Logic programmed on the survey and only want
to see a specific route or version. You could hide all other questions not
pertinent to that logic route.

Create multiple custom reports and toggle them on and off. If you have a
current report toggled on, then you can export the data with that custom
report active. Only the questions you see on the Response Summary screen will
be delivered in your export. In the Download History section, it provides a
summary of what export was requested and with which custom report is
applied.
If you want to share the data with others but don't want to share all the
questions, then you can hide sensitive information within a report. This gives
you the flexibility to decide which questions you want to keep visible and
which you want to hide.

Creating Custom Reports:
Step 1: To begin the process, click the Analyze
icon on the My Surveys page
next to the survey you wish to build custom reports.
Step 2: The Response Summary page opens and the Add Report button appears next
to the Custom Report header on
top of the Summary page.
Each custom report created can
then be accessed in the dropdown
menu any time you visit the
Analyze section.
The Default Report initially opens
each time the page is accessed.

Page 89

SurveyMonkey User Manual

Step 3: When you click the Add Report button, name the new report and uncheck
any question or page of questions you do not want visible. Click the Save Report
button when you are finished.
You can then export the data with the custom report applied.

Filtering on Custom Shared Reports:
Currently, if you have enabled filtering on the Shared Custom Report link, then those
you are sharing the data with will have access to all questions in the Filter Editor.
If the questions are hidden in the report, the enabled filtering capabilities will
provide access to all questions when creating filters, even hidden ones.
Do not enable filtering if you do not want to share sensitive information.
You may want to consider exporting the custom data report and then emailing
that exported file to maintain sensitive data. Click here for additional
information on exporting data with a filter applied.

Page 90

SurveyMonkey User Manual

V. MY ACCOUNT
The following section addresses many questions that subscribers have about using
their accounts. These topics range from sharing an account to changing logins to
canceling the auto-renewal. Please look over this section for questions you may have
regarding account maintenance.

1. Can I share an account?
Yes, you do have the ability to share one login and password for multi-user access.
Simply have the person you are sharing the account with use the login and
password to log in on our homepage.
Important! We do not assign multiple logins and passwords on individual accounts.
Please keep in mind that you are also sharing full administrative privileges to your
account with other users. We do not provide the ability to have different access
levels to the account.

Can I Password Protect Sections of the Account?
No, we do not provide the ability to restrict access to certain areas of an account.
You will not be able to password protect surveys results inside the Analyze section.
You also cannot password protect individual folders created on the My Surveys page.
If you need to limit access to accounts, then you must register and upgrade
additional accounts. Each will need to have its own unique login.
You can move or copy surveys between them as long as the receiving account is
Professional. For more information on transferring surveys, please click here.

Can Multiple People Work in the Account or Survey Design Simultaneously?
Yes, people can work in the same account at the same time. However, any time
multiple people edit the same object in our database, we cannot store both changes.
So one is likely to be lost and may cause one person to get booted out or receive an
error message.

Page 91

SurveyMonkey User Manual

If two people are working on the same survey at the same time, then each one will
not be able to see the changes made by the other person dynamically while logged
into the account on his/her individual computer.
The refresh button must be clicked on each individual browser to see any
additions or changes made by the other.
If two people are working simultaneously together on the same survey then, in
order to avoid problems, they should be in good communication with one
another during the design process.

2. How can I change the email address or login associated
with my account?
You can change the username and the password under the My Account tab. The
Login Settings are located in the Account Summary section. Click on the Edit button
next to the username, password, or contact email to update them.

 Step 1: Click on the My
Account tab.
 Step 2: Click on the Account
Summary button on the left
side of the page.
 Step 3: Change the email
addresses in the Login
Settings section.

3. Why is the time zone wrong? Can I set the surveys or
account to my time zone?
You do have the ability to change the time zone on your account. When you access
the My Account section, click on the Account Overview button on the left side of the
page. The Preferences section allows you to change the default time zone:
(See image on p. 93)

Page 92

SurveyMonkey User Manual

 Step 1: Click on the My Account tab.
 Step 2: Click on the Account Summary
button on the left hand side of the
page.
 Step 3: Change the Time Zone Setting
under the Preferences section.

4. How do I change my subscription plan? I want to change
from monthly to yearly. How can I change the Credit Card?
If you want to upgrade your monthly account to an annual one, just click on the My
Account tab. Select the Account Summary button. Here you will see the Billing
Profile option to Upgrade to Annual Now. To change your account from monthly to
yearly, please follow these steps:

 Step 1: Click on the My Account
tab.
 Step 2: Click on the Account
Summary button.
 Step 3: Click on the Upgrade to
Annual Now button:

i. Switch to Invoicing:
We do offer quarterly and annual invoicing only. We do not accept check payments
for monthly subscriptions.
Please send a request to our email support system to change the account to invoicing
instead of the credit card payment. (You can also upgrade from the monthly plan to
yearly in your account under the My Account tab. However, there is not an option to
change it to invoicing in that area. We will need to do that for you.)

Page 93

SurveyMonkey User Manual

Step 1:
Please change/update the following information under the My Account > Billing
section so we can generate an invoice for you:
Your Billing Address
Billing Email Address
Billing Contact Name
Phone Number
Step 2:
Once you have updated that information in your account's billing section, let us know
the following information in your email request. Then we can finish processing the
invoice for the renewal:
Subscription Type (Quarterly or Annual):
SSL Encryption (If it needs to stay, be added, or be removed):
PO number if necessary:

ii. Change Credit Card Details:
A. Active Account:
If the account is an active and Professional status and you want a different card to be
charged, you can change the credit card details the following way:
Click on the My Accounts tab.
Select the Billing button on the left side of the page.
Click the Edit button next to the Payment Information. Here you can enter in
your new credit card details for the currently active account.

B. Canceled Account:
If your account has been canceled due to either a cancel request or to non-payment,
you will need to reactivate the Professional subscription.
To reactivate an account, you can do the following:

Page 94

SurveyMonkey User Manual

1. Login to the account and click on the Upgrade button located on the homepage
or click the Upgrade to Professional Account button under the My Account
tab.
2. Go through the prompts to pick your subscription plan again.
3. If paying by credit card, enter your updated credit card details. (Once the
Professional subscription is canceled we do not store the card details for
security purposes.)
4. Once the payment is processed, then your Professional account will become
active and your surveys and data will be available to you again.

5. How can I transfer a survey to another account?
You can transfer a survey to another Professional account by clicking on the Transfer
Survey button located on the left side of the My Accounts page. To transfer or copy
your survey into another account, please follow these steps:
Step 1: Click on the My Account tab in the navigation header bar.
Step 2: Select the Transfer Survey button on the left hand side of the page.

You must know the username of the account into which you are transferring
the survey.
Next, select the survey title from the dropdown menu and choose either the
Copy Survey or Move Survey button. This places the survey into the chosen
account.
If you copy the survey into
another account, this will not copy
the data or responses.
It only copies the survey (no
collectors, custom themes, or
responses are copied).
You will need to move the survey
if you need the responses and
current link to remain attached.

Page 95

SurveyMonkey User Manual

6. Creating Fold ers and Moving Surveys
To better organize your survey list, create different folders on the My Surveys page.
Perhaps you have closed surveys that you want to keep separate from open surveys.
Or you have different people sharing the account and each person wants to keep their
surveys in their own folders.
To add folders or move surveys into folders, please follow these steps:
Step 1: Click on the Manage Folders button on the My Surveys page. This is located
next to the Current Folder dropdown menu above the lists of surveys on the page.

Step 2: Click the Add New Folder button.

When prompted, type in the name of the new folder and click the Add Folder button.
Step 3: This takes you back to the Manage Folders page to see all the surveys created
in the account. A dropdown textbox appears next to each one.
Click on blue dropdown arrow associated with the textbox of the survey you
want to move.
Then choose the newly named folder in the textbox (as indicated in this
example below). A saving status will show, and then the survey will be moved
into that selected folder.
If you need to rename a folder, please click here for additional instructions.

Page 96

SurveyMonkey User Manual

7. Address Book
The Address Book is simply a book of addresses.
The book allows you to create lists of addresses to store in this section. If you have
distribution lists of emails that receive many surveys, then you will be able to use
those same lists over and over again when creating new Email Invitation collectors for
different surveys.

Features of the Address Book:
Within the Address Book section, you can:
Add Emails
Remove Emails
Download Emails
Delete Lists

How does the Address Book work?
When creating a list in the address book itself, it stores the emails within a list.
From here you will not be able to gauge the response status for a specific
survey in the actual Address Book list.
o

If you choose to create an Email Invitation collector to send to a list in
the address book, then you can gauge the response status in the actual
"collector" for that specific survey. Not with the address book.

You can, however, view the opted out or bounced emails in the book.

Is it the same as a Recipient List in an Email Invitation collector?
When you create a recipient list within an Email Invitation collector, then that
recipient list is something different. When creating a list, you can choose to:
Send the survey to a list already created in the address book.
Upload new emails manually each time a collector is created.
Or choose to send it to emails sent in an existing collector.

Page 97

SurveyMonkey User Manual

While you can use the Address Book to populate the recipient list, once that
list is populated inside the Collector, the association between the two is gone.

For example: If an email address is deleted from the Address Book, all that does is
removes that email from the Address Book. Any new collector lists created from that
Address Book will not contain that email. However, existing collector lists will still
contain the email. Therefore, if you want to remove an email address from a
recipient list or add it to a list, you will need to remove (or add) that email from the
actual recipient list in the Email Invitation collector.

Additional Information: Syncing Address Book with Email Collector
The Address Book does not automatically update any new emails uploaded into an
Email Invitation collector itself. If you add emails "manually" into the provided
manual entry textbox, then those will not automatically upload into the Address Book
(or vice versa). If you want them stored in a specific list or if you want to create a
new list that will be used multiple times, you must also add them to the Address
Book.
Once you create lists in this section, your address book will look like the following:

Page 98

SurveyMonkey User Manual

8. Tracking the Identity of Respondents
If you want to track the identity of your respondents, then this needs to be created
initially before you send out the survey. In order to track what survey response
belongs to which respondent, we offer three options:
1. Create an Email Invitation Collector and send the survey through our email
server.
2. Create unique IDs and customize the Web Link Collector link. Then send the
individual customized links through your own email client. Each link must be
emailed separately. For example: If you have 10 respondents to track, you will
customize 10 links and then email 10 separate messages.
3. Or you can create demographic type questions in the body of the survey.

Track by SurveyMonkey (Email Invitation Collector):
When you use the Email Invitation collector, you opt to have SurveyMonkey send a
message on your behalf. From here you will:
Upload your emails into the Email List (Edit Recipients) section.
Customize a message.
Schedule the delivery of the message to the list.
Once responses are returned, the Analyze section of the account tracks the responses
by the respondent's email address, first name, last name, and custom data field.
When you browse through each participant's survey, those fields are populated with
each response in the top portion of the survey.

Page 99

SurveyMonkey User Manual

In the Edit Recipients section of the Email Invitation collector, you can then track by
status. This means you will be able to track who has responded, who has not
responded, and who has opted out.

Track by Your own Email Client (Web Link Collector):
If you choose to not have SurveyMonkey send a message on your behalf and instead
use your own email client to send the message, there is an alternate way of tracking
the responses. This is accomplished by customizing a Web Link collector. We are
only able to offer limited support in setting this up, so the links will need to be
customized and sent out on your end.
You can append a special parameter to the end of the survey URL that will
automatically add your own data to our “Custom Value” field.
The first step would be to create a database of recipients and assign each
recipient a unique ID.
You would then use that unique ID to create a unique URL for each recipient.
When the recipients click on their appropriate links, the unique ID will be
stored in the “Custom Value” field of their responses.
Now, when you export the All Responses Collected Spreadsheet for your results or
click on the “Browse Responses” button on the Results Summary page, you will be
able to see the unique ID value in the “Custom Value” field for each response. You
would be able to then match that “Custom Value” with the unique ID that is stored in
your database to match the response with the appropriate recipient.

Example:
If the original URL to your survey was:
http://www.surveymonkey.com/s.aspx?sm=v8MbvURxoHkWfvud7Or3Cg_3d_3d

Let's say you had two recipients:
one with a unique ID of 12345
and another with a unique ID of 67890

Page 100

SurveyMonkey User Manual

You could then supply each one with the following:
http://www.surveymonkey.com/s.aspx?sm=v8MbvURxoHkWfvud7Or3Cg_3d_3d
&c=12345
http://www.surveymonkey.com/s.aspx?sm=v8MbvURxoHkWfvud7Or3Cg_3d_3d
&c=67890
Any respondent who accessed the survey through the first link would have “12345”
stored in the Custom Data field for the response whereas any respondent who
accessed the survey through the second link would have “67890” stored in the
“Custom Value” field for the response.

9. What is SSL Encryption and h ow do I add it to my account?
SSL is short for Secure Sockets Layer, and it is a protocol initially developed for
transmitting private documents or information via the Internet. It essentially works
through a cryptographic system that secures a connection between a client and a
server.
Many websites use this protocol to obtain confidential user information.
We do offer SSL encryption for Professional accounts. With SSL encryption purchased,
you will be able to do the following:
Send encrypted survey links to your audience. The survey link and survey pages
will be encrypted during transmission from your account to your respondents.
Their responses will be encrypted as they are delivered back into the Analyze
section of your account.
Requested exports will be delivered to your computer in an encrypted format.
What Level of Encryption Do You Offer?
We have the following level of encryption: Verisign certificate Version 3, 128 bit
encryption
What does SSL encryption look like?
A survey link with SSL encryption will show the 's' in the 'http' URL address.
It will appear as:

Page 101

SurveyMonkey User Manual

https://www.surveymonkey.com/s.aspx?sm=D4aI4ZVWg3ql1CfP9d1z1Q_3d_3d
This is commonly used for online banking sites or sites that transmit secured
information. In order to stay in compliance with HIPAA standards, we recommend that
SSL encryption be purchased for your subscription.
Is there an additional cost?
The cost is an additional $9.95 per month for monthly accounts, $29.85 per quarter,
or $100 with the annual subscription.
You can choose to add SSL encryption to the account during the upgrade process. If
you need to add the encryption after you have upgraded the account, you can send
that request into our email support center. We can add it onto the account for you.

10. How do I cancel my account?
Depending on the type of account you have, there are two options for canceling the
account or simply canceling the auto-renewal of a subscription. Please take a look at
the following options for the type of account you have:
Option 1 - Basic (Free) Account Cancellation:
If you need to cancel the Basic account, please send a request to our email support
center. We will cancel or delete the account on our end.
Option 2 - Professional Subscription Cancellation:
You can cancel the renewal of your professional subscription by clicking on the
Account Summary button under the My Account tab. Click the Cancel Renewal
button. Your account will remain active until the end of the current billing cycle.
When you cancel the auto-renewal, the account will revert back to the free status
on the renewal date. You will lose access to the Professional features.
You can still edit the survey design and also collect responses (up until 100 are
received) when the subscription cancels. However, exporting, filtering, and creating
cross tabs are Professional features and will no longer be available in the Basic status.

Page 102

SurveyMonkey User Manual

Follow these three steps to cancel your auto-renewal of the professional
subscription:
Step 1: Click on the My Account tab.
Step 2: Click on the Account Summary button on the left hand side of the screen.
Step 3: Click on the Cancel Renewal button.

Click here to see how to stop the cancellation request on your account!

11. How do you keep our data secure?
Our privacy policy states that we will not use your data for our own purposes. The
data you collect is kept private and confidential. You are the owner of all data
collected or uploaded into the survey. In regards to the security of our infrastructure,
here is an overview of our setup.
We do offer SSL encryption for the survey link and survey pages during transmission.
The cost is an additional $9.95 per month. The servers are kept at Inflow http://www.sungard.com.

Physical
Servers kept in locked cage
Entry requires a passcard and biometric recognition
Digital surveillance equipment
Controls for temperature, humidity and smoke/fire detection
Staffed 24/7

Page 103

SurveyMonkey User Manual

Network
Multiple independent connections to Tier 1 Internet access providers
Fully redundant OC-48 SONET Rings
Uptime monitored every 5 minutes, with escalation to SurveyMonkey staff
Firewall restricts access to all ports except 80 (http) and 443 (https)
QualysGuard network security audits performed weekly. Hackersafe scans
performed daily.
Hardware
Servers have redundant internal power supplies
Data is on RAID 10, operating system on RAID 1
Database is log-shipped to standby server and can failover in less than one hour
Software
Code in ASP.NET 2.0, running on SQL Server 2005 and Windows 2003 Server
Latest patches applied to all operating system and application files
SSL encryption of all billing data and passwords
Data backed up every hour internally
Data backed up every night to centralized backup system, with offsite backups
in event of catastrophe

12. Troubleshooting
If you experience an issue with your account, survey design, distribution, or analysis
of the data, click here. This takes you directly to all the troubleshooting FAQs
available in our knowledgebase. If you do not see your specific question addressed
there, please do not hesitate to contact our email support system. We will promptly
address your concerns or issues.
Please include the following information for the applicable fields in your email for
support:






Account login:
Name of survey:
Collector name:
Survey link
Specific issue or question with as much detail as possible:

Page 104

SurveyMonkey User Manual

VI. CONCLUSION
Now you are ready to begin using SurveyMonkey to create, distribute, and analyze
your surveys.
We aim to provide an online survey system that is affordable and user-friendly. In
addition, to our Help Center‟s FAQs and Tutorials, this manual guides you along every
step of the way. Please keep this for your own personal reference. For additional
questions or support, contact us through our email support center. We are available
365 days a year by email including weekends and holidays!
Thank you for your interest and support in SurveyMonkey!

Page 105



---

Source Exif Data:

File Type                       : PDF
File Type Extension             : pdf
MIME Type                       : application/pdf
PDF Version                     : 1.5
Linearized                      : No
Page Count                      : 106
Language                        : en-US
Tagged PDF                      : Yes
Producer                        : Microsoft® Office Word 2007
Creator                         : Microsoft® Office Word 2007
Create Date                     : 2009:02:03 00:38:33
Modify Date                     : 2009:02:03 00:38:33

EXIF Metadata provided by EXIF.tools