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FAQ
Responses and sample
Do people really answer questions while using a website?
Yes, they do. Not everyone of course, but sufficiently many for you to get a good understanding of your different user groups’ experiences, intents and issues on your website.
How many take the time to answer questions on websites?
The answer rate varies significantly between websites, from 2% to 10% (!). It depends on brand loyalty, culture and the extent to which the website offers services or information that cannot be found anywhere else.
Is it only those who are upset that take the time to answer?
That depends on the type of trigger used. When all or a random sample of users are asked to answer questions we get both negative and positive answers. If, on the other hand the users trigger the questionnaires themselves, as with feedback buttons, there is an overweight of negative answers.
How many take the time to answer questions on websites?
We take care to ask questions with good timing. For many users it’s a welcome feature to be able to give feedback on a website that they use often. That said, it might disturb some, but definitely not more than your newsletter signup or chat.
Is the sample representative?
When we compare demographic data collected in surveys with the same data collected from Google Analytics (for all users) it’s basically identical.
GDPR & personal data
Does E-Space collect personal data from respondents?
In general all respondents are anonymous and we don’t store any of their personal data. However, sometimes respondents leave personal data in free text answers and in that case we exchange it for generic lables like”NAME” of “PHONE NUMBER”. In certain cases the respondent can ask to be contacted by the customer or E-Space and in the case their personal data is stored with their consent to be able to carry out their request. For more information see our Privacy policy
How does E-Space handle personal data?
We handle all personal data according to GDPR. See our Privacy policy for more information .
Who is responsible for respondents' personal data?
The default is that E-Space is personal data controller for data collected from respondents. In that case the data is collected and handled according to E-Space's Privacy policy. However, sometimes our customer chooses to be the data controller and in that case E-Space is the data processor and the respondents' data are handled according to the customer's privacy policy.
Who has access to respondents’ personal data?
In the case E-Space is personal data controller, the customer cannot access respondents personal data. In the case the customer is personal data controller both the customer and E-Space (as personal data processor) can access the data.
Data management & security
How does E-Space connect to my website?
We use a script tag that you put on your website. Once there it lets you control all E-Space features from our online platform.
How does E-Space store and manage data?
We store all data on servers in Sweden. For more information see our Data management overview.
Can we host the script ourselves?
Yes, you can. However, you will loose the possibility to control the script directly from the E-Space platform, meaning that you’ll have to exchange the script on your website when you want to change the settings of your questionnaires, e.g. the triggers or the design.
What security measures are in place?
Please see our data management overview.
How do I access the API
Contact us and we'll set you up with the right keys.