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GOT QUESTIONS? WE'RE HERE TO
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GIVE YOU OUR BEST ANSWERS
Our clients are constantly inspiring us to add new features to our system, and to imagine new ways our mobile data collection technology can be used to solve their every day business challenges. In turn, we've empowered our clients to think of technology differently- as a part of their team, rather than another task to manage. That's why our customers love working with us- all of our plans come with unlimited, free customer support. You can ask us how to set-up question branching, or what HTML 5 means, and we'll be here to answer you!
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GENERAL ACCOUNT QUESTIONS SURVEY PARTICIPATION TACTICS SURVEY BOARDS QUESTION TYPES CUSTOMIZE WITH THE BRANDING DESIGNER SETTING UP POPULAR INTEGRATIONS SURVEY ACCESS METHODS REPORTING & ANALYTICS OVERVIEW PERFORMANCE BENCHMARK REPORTS CUSTOMIZING REPORT OPTIONS ROOT CAUSE & FILTERING FEATURES INSTANT ALERT NOTIFICATIONS

GENERAL ACCOUNT QUESTIONS

Q) Do I pay for each survey submitted?

A) No! There is no limit to the number of survey submissions with our service plans.  The goal is to capture feedback from every customer. 

Q)  How many different surveys can I have in my account?

A)  Depending on the type of account, you may have either one active survey (Starter plan) or three active surveys (Pro plan).  You can have additional "Inactive" surveys that you can view the results on, but these cannot be used for new submissions.  If you need more than three active surveys please contact us to discuss other plan options, including our Enterprise plan.

Q) What devices can be used to fill out a survey or form?

A) Surveys can be taken using any web-enabled device including smartphones, tablets, and computers. Although we do have off-line capabilities in beta, we recommend that you run your surveys or forms on mobile devices using wifi. 

Q) What is a location?

A) By default, when setting up your account, the system sets your sign-up address as the location that links to your survey.  If your organization is not location specific, there is no need to do anything else.  In some businesses, a department or work unit may be set up as a location.  For example, in a hospital, each department is typically setup as a location to enable reporting across departments.

Q) Can I have multiple locations in the same account?

A)  Yes! On The Spot supports organizational structures for complex organizations such as franchises, chains, franchisees owning multiple locations in multiple "districts", and other entities with multiple locations.  This enables users to be set up to be able to manage and view surveys for regions, districts, cities, zones, and other ways of slicing and dicing an organization.  On-site managers can be restricted to only see the information related to their location, including alerts and reports.

Q) What is a "User?"

A)  A user is a person in your organization (this may be you!) that can view reports and optionally receive management alerts and Scheduled Reports.  A user must be assigned to atleast one location, and a single users can be assigned to multiple locations. 

SURVEY PARTICIPATION TACTICS & SURVEY BOARDS

Q) How do I let my customers know to give feedback on-site on their own devices?

A)Obtaining feedback from your customers requires the focus of management and front line employees. Awareness of the campaign is critical to success.

Preview Sample Client Marketing Resources

Our clients also promote On The Spot to their customers by placing the instructions to access the survey on a variety of promotional materials, including:

Table tents, Poster cards, Business card size handouts, Bottom of register receipts, Emails to customer loyalty or rewards clubs you run, Menu call-outs, Napkins and bags, Stickers placed on takeout and prepared products, Wall posters

Click here to download our Sample Client Marketing Resources PDF to give you an idea of how our clients promote On The Spot to their customers. When designing your own marketing materials, we recommend using the verbiage on each of these four examples as your "call to action" to instruct users to take the survey:

Postcard- Single Sided, 4x6

Vertical Business Card- Single Sided, 2x3

Horizontal Business Card- Single Sided, 3x2

Table Tent- Double Sided, 4x6

Based on your plan, you will have access to different publishing options, such as Text 4 Survey, Text 4 URL, QR Codes, Custom survey codes, and Web and Mobile URLs. We recommend offering your respondents as many options as possible for the best results in achieving a high survey response rate. 

Q)   What are the Steps of Service for a Restaurant to increase survey participation?

A) Obtaining feedback from your guests requires the focus of management and front line employees.  Whether using printed marketing materials or supplying Survey Boards, servers and other staff should explain that service is an important focus for your business and that it would be great if they could take a moment to complete the survey. 

On The Spot Systems Survey Board with Fuddruckers SurveyWhen delivering Survey Boards to your guests, they should arrive with the guest check.  The device should be clean and your survey should be started on the device.  While payment is being processed, your guest can easily complete the survey.  Servers should present the Survey Boards to all of their guests at the end of the meal.

When running On The Spot using a guest's personal smartphone, there is the need for some type of call to action.  This can take the form of a table tent, check presenter insert, receipt message or even a small business card inviting customers to take your survey.  Servers should ask their guests to participate in the survey and be able to explain how to take the survey on a smartphone.  You may also want to provide a reward to your guests that participate in the survey.  Discounts for future visits are frequently used for this purpose.  Another way to increase participation is to run contests for your staff like providing a reward to the servers that obtain the most surveys in a week.

Q) What is a Survey Board? 

A) A Survey Board is used when supplying devices to your customers.  An iPod touch running the On The Spot mobile web app is mounted on a bamboo board with epoxy tape.  We suggest adding the iPod touch On The Spot Survey Board as part of your steps of service.

SURVEY QUESTION TYPES

Q)What question types are available?

A) We have dozens of question types with a variety of styles and formats to choose from!  Check out the descriptions below for our most popular question types and check out what they look like across 5 of the most popular web browsers and devices by clicking the "VIEW" button next to each type. 

Multiple Choice, Single Answer  PREVIEW ►

Style: Radio Dial Button

→ Tap/click to select answer choice

Style: Drop-Down List

→ View list of answer choices 

Style: Slider

→ Move slider along bar on screen for selection

 

Multiple Choice, Multiple Answer  PREVIEW ►

Style: Radio Button Check Boxes

→ Select one or more items from a list of choices

→ Set minimum and maximum number of selections allowed/required

 

Text Entry Box  PREVIEW ►

Style: Single Line

→ Open-ended text entry format, Both Alpha & Numeric keyboards available

→ Pattern – restricts number of characters to be entered

→ Numeric – restricts character entry to numeric digits

→ Email Address - requires character entry include "@" and ".com" for email format

→ Phone Number

Style: Multi-Line

→ Open-ended text entry format, Both Alpha & Numeric keyboards available

 

Comment Boxes  PREVIEW ►

Style: Open-ended text entry format; Both Alpha & Numeric keyboards available

→ Certain pre-set responses can trigger a comment box to appear to prompt for additional information.

→ Set answer-specific triggers for multiple-choice, single answer question styles

→ Set any=all select triggers for multiple-choice, multiple answer question styles

Date & Time Entry  PREVIEW ►

Style: Drop-Down List, Both Alpha & Numeric keyboards available

→ Month/day/year (mm/dd/yyyy)

→ Month/day (mm/dd) Suggested for birthday

→ Hour/minute/daypart (00:00 AM/PM)

→ Pre-set: Select "Now" auto-populates current time

 

Matrix Table  PREVIEW ►

Style: Radio Dial Buttons

→ Allows respondents to select one answer choice from each row in a list of questions displayed on a single screen

 

Rank Order  PREVIEW ►

Style: Drag to set order of choices

→ Allows respondents to rank their responses in order of preference

→ Set minimum and maximum number of selections allowed/required

 

Rich Text Display Screens  PREVIEW ►

Style: Full screen rich-text display

→ Displays a screen that has been created including text, images, links, and formatting options.

→ Screen is soley informational and dedicated to providing information within your survey. 

→ Useful for transitions between sections of your survey, or as a marketing tool to display a current promotion within your survey.

 

Photo UploadPREVIEW ►

Style: Select existing image file or take new photo, Upload photo

→ Enables respondents to take a picture to be included in the survey submission.

→ This feature displays differently on different devices. 

→ Available in Pro and Enterprise accounts only

 

Q)How do the survey template, cloning, and question library features work?

A)  When you create your account, you'll have the ability to choose from 30+ Industry-specific survey or form templates, or create your own questions. With the survey cloning and question library features, you're able to re-use favorite surveys and questions you’ve created in the system within any future surveys you conduct. 

Q)Can respondents enter free-form text?

A) Yes. If you select a "text" question for Single Line or Multiple lines then someone taking a survey can enter free-form text. We have been surprised in how much detail people provide from their iPhones, iPod touch and iPads, as well as other smartphones. The text is displayed in the reporting system in a "word cloud" to make it easy to distill the survey submissions and hone in on the key ideas people are expressing.

Q)  What kind of options will I have to customize questions?

A)  When editing questions, you will be presented with several options, including:

Question Type Functionality

Required – entry required (if selected) or user can just press "next" and skip entry

Style – varies by question type

Randomize Options – options will be displayed randomly to each respondent

‘Allow comments’ – prompts comment box based on certain responses

Branching- show users specific questions based on responses to a question earlier in the survey.  

Skip Logic- Allow certain pre-set responses to trigger the skipping of question(s) in the survey. 

Reporting & Notification Options

Chart type – Pie, Bar, or Column chart. Select your own colors or choose default primary colors.

Report Style – generate Net Promoter Score or Averge scoring for individual question

Report Label – text that can be used in place of the full choice text for reporting purposes

Report Values – set score values for each response

Notify – determines whether specific answers should trigger a notification to management [Pro and Enterprise plans only]

CUSTOMIZE WITH THE BRANDING DESIGNER

Color PickerBackground Selections

Q) What are the options for customizing my survey design?

A)Choose your own logo to pair with more than 30 different background patterns for 1000’s of unique combinations. You can match your brand colors exactly using our color picker tool to customize the hue of buttons, the logo header and more.

Q)  What does multi-branding mean?

A)With some plans you are able to activate Multi-branding in your account to have custom branded surveys for multiple projects, products, or concepts within your company.

 

SETTING UP POPULAR INTEGRATIONS

Q)What is the Constant Contact Integration?

A)Constant Contact is an email marketing and database provider. By building a question into your survey that asks if people want to join your email-marketing list, you can feed your new email-marketing subscribers into your Constant Contact email marketing database, to a specific list of your choice. The email addresses can automatically be sent to your account at Constant Contact, with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using the Constant Contact Integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you are already using Constant Contact and would like to use this feature please contact us for assistance in setting up the connection. For more information on signing up for Constant Contact, Visit our partner page on the Constant Contact Website

Q) What is The Customer Connection Integration?

A)The Customer Connection is an email marketing, database and loyalty club provider. By building a question into your survey that asks if people want to join your email-marketing list, you can feed your new email-marketing subscribers into your email marketing and loyalty club database. The email addresses can automatically be sent to your account at The Customer Connection with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using this integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you already have an account with The Customer Connection and would like to use this feature please contact us for assistance in setting up the connection. For more information on The Customer Connection's email marketing and other services, visit their website

Q) What is the mUrgent Integration?

A) mUrgent is a full-service email marketing agency. By building a question into your survey that asks if people want to join your email-marketing list, you can feed your new email-marketing subscribers into your mUrgent email marketing database, to a specific list of your choice. The email addresses can automatically be sent to your account at mUrgent, with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using this integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you are already using mUrgent and would like to use this feature please contact us for assistance in setting up the connection.

For more information on signing up for mUrgent, visit their website. 

Q) What is the FishBowl Integration?

A)FishBowl is a provider of email marketing services specializing in restaurant promotion. By building a question into your survey that asks if people want to join your email-marketing list, you can feed your new email-marketing subscribers into your FishBowl email marketing database, to a specific list of your choice. The email addresses can automatically be sent to your account at Fishbowl, with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using this integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you already have a FishBowl account and would like to use this feature please contact us for assistance in setting up the connection.

For more information on signing up for FishBowl, visit their website

Q) What is the Patronix Integration?

A) Paytronix is an email marketing and database provider. By building a question into your survey that asks if people want to join your email-marketing list, you can feed your new email-marketing subscribers into your Paytronix email marketing database, to a specific list of your choice. The email addresses can automatically be sent to your account at Paytronix, with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using this integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you are already using Patronix and would like to use this feature please contact us for assistance in setting up the connection.

For more information on signing up for Patronix, visit their website

Q) What is the Sundrop Mobile Loyalty Integration?

A)Sundrop Mobile Loyalty is a provider of mobile loyalty club program solutions. By building a question into your survey that asks if people want to join your email-marketing list or loyalty club, you can feed your new email-marketing subscribers into your Sundrop loyalty database. The email addresses can automatically be sent to your account at Sundrop, with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using this integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you already have a Sundrop account and would like to use this feature please contact us for assistance in setting up the connection.

For more information on signing up for Sundrop Mobile Loyalty, visit their website

Q) What is the Capture Code Integration?

A) Capture Code is a provider of mobile marketing solutions such as loyalty club rewards programs. By building a question into your survey that asks if people want to join your email-marketing list, you can feed your new email-marketing subscribers into your Capture Code email marketing database, to a specific list of your choice. The email addresses can automatically be sent to your account at Capture Code, with the On The Spot Systems Pro or Enterprise plan.

What are some of the benefits of using this integration?

Many clients have received email addresses for up to 60% of the surveys completed.

How do I implement the integration?

If you are already using Capture Code and would like to use this feature please contact us for assistance in setting up the connection.

For more information on signing up for Capture Code, visit their website

Q) What is the Level Up Integration?

A)  Integrate a survey into your Level Up app through your receipts, so that users who recently made a purchase at your company can give feedback on their experience, and even feedback on using Level Up at your business. You can also ask these recent purchasers to join your email-marketing club for more special offers and incentives.

What are some of the benefits of using this integration?

If you already have an account through Level Up, it’s a great way to get more value out of your Level Up payment option! It’s quick and easy to implement and gets your survey in front of your most valuable contacts- your current customers. 

How do I implement the integration?

Contact your representative at Level Up and inquire about adding a link to the customizable portion of your receipt within the app. Contact us to set up the integration, and we’ll provide you with a direct link to the survey that can be opened through the Level Up app. Your representative at Level Up will assist you in finalizing the link placement in the app. 

SURVEY ACCESS METHODS

Q) What is a unique survey link?

A)The link is in the format otss.me/xxxxx - where xxxxx is the survey code.  

Q) What is an alias?

A)The alias short code “masks” the system-generated alpha code URL to create a short, user-friendly mobile URL that identifies your survey for your users. We suggest using an abbreviation of your company name, or your survey’s title.

Short Codes/ Aliases must be at least 3 characters including one vowel and cannot be the same name as your account

Q) What does shortened format mean?

A)The mobile URL format is (otss.me/xxxx) where “xxxxx” is the custom survey code, or alias. This URL can also be accessed from a desktop web browser, so you can provide all of your users the same URL.

Q) What happens behind the scenes to determine which survey format will be shown on the web?

A) otss.me/xxxx can also be used on web, or www.app.onthespotsystems.com/xxxxx will also direct to your survey. Web browsers with the latest versions of Internet Explorer, Firefox, Safari and Chrome will provide the best survey experience for your users.

Q) What is the unique QR Code?

A)You can directly download your unique QR code for each survey from your account as a .png image file. QR codes can be used on printed marketing and even online communications.

Q) How does Text to Survey (TXT4SURVEY) work?

A)Your survey can now be initiated via SMS text message. Within our system you can allow your customers to text your unique survey code to SURVEY (787839). In return, they will receive a link to the survey. 

We recommend using this wording for your marketing or promotional materials: "Text YOURSURVEYCODE to SURVEY (787839). International phone numbers text to 1-617-274-8805. Msg&Data rates may apply. 1msg/user request."

What is the benefit of using the Text 4 Survey Program? Texting is the most universally used feature by smartphone users across all ages, level of tech savvy skills, and smartphone platforms. Increase your response rate by offering this valuable option.

This feature is available for Pro or Enterprise accounts. Each month, a pro or enterprise level plan includes the first 500 survey requests free - a total of 1,000 messages. Survey request is defined as the text your customer sends with your survey code, the second message is sent when our systems sends back the survey link. Additional survey requests are charged at a cost of $.05 for the initial send message and receipt of the survey link message. We provide options for your customers to Opt-out, receive HELP, and Terms & Conditions options, in compliance with all Twilio and legal requirements. 

Q) How does Text to display a URL (TXT4URL) work?

A)Any URL may be  initiated via an SMS text message to our 787839 shortcode. Within our system you can allow your customers to text your unique word, such as your company or initiative name to 787839. In return, they will receive a link to the URL of your choice.

We recommend using this wording for your marketing or promotional materials: "Text YOURCODE to 787839. Msg&Data rates may apply. 1msg/user request."

What is the benefit of using the Text 4 URL Program? Texting is the most universally used feature by smartphone users across all ages, level of tech savvy skills, and smartphone platforms. Increase your response rate by offering this valuable option.

This feature is available for Pro or Enterprise accounts. Each month, a pro or enterprise level plan includes the first 500 survey requests free - a total of 1,000 messages. Survey request is defined as the text your customer sends with your survey code, the second message is sent when our systems sends back the survey link. Additional survey requests are charged at a cost of $.05 for the initial send message and receipt of the survey link message. We provide options for your customers to Opt-out, receive HELP, and Terms & Conditions options, in compliance with all Twilio and legal requirements. 

Q) How do I embed a custom survey?

A) Simply cut and paste the iFrame code we provide into your HTML code, and your survey will appear within a frame size that you specify. The height may be changed as necessary to fit into your website. It is necessary to reduce both the height and width to fit within a mobile website or app. Choose a size that is appropriate for the device you will be viewing the survey on- tablet or smartphone. 

Sample code: 

<iframe width="385" height="450"      src="https://app.onthespotsystems.com/xxxxxx"> </iframe>

Replace "xxxxxx" with your Survey Code. [Example on right; On The Spot Demo Surveys iFrame]

Survey Repeat Code:

If you would like the survey to be repeated and restart after each submission please add "?repeat" after the survey code.  

Company Name:

Business Type:

First Name:

Last Name:

Phone:

Email:

# Locations:

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