Global Survey Troubleshooting

Why is my survey paused? 

Suzy Global and our sampling partner, Cint, have a few automatic safeguards in place that will automatically pause your survey. You and your CSM will automatically be notified if any of these events occur. Please see below for these instances and the steps you can take.  

Change in Incidence Rate (IR)

  • Low Incidence Rate
    • The actual incidence rate of the project is coming in below the estimate. 
      • The platform will calculate a new CPI and new estimated project costs. You can choose to accept these costs and continue fielding, or choose to close the survey if you are satisfied with the current completed respondents and costs
      • If no action is taken, this project will automatically transition from a ‘paused’ status to a ‘completed’ status after 10 business days (Monday to Friday). After that, you’ll have 10 business days to reconcile any questionable quality responses before the project is permanently ‘closed’ out.  

A Quality Event 

  • High Quota Full Rate
    • Quota full rate is the % of respondents who have attempted to take the survey, but are turned away because there is no additional room for their demographics. When this rate exceeds >35% your survey will be automatically paused. 
    • Please reach out to your CSM for assistance.
    • If no action is taken, this project will automatically transition from a ‘paused’ status to a ‘completed’ status after 10 business days (Monday to Friday). After that, you’ll have 10 business days to reconcile any questionable quality responses before the project is permanently ‘closed’ out.  
  • High Drop Out Rate
    • Drop Out rate is the % of respondents who start but do not complete a survey. When this rate exceeds >40% your survey will be automatically paused.
    • Please reach out to your CSM for assistance.
    • If no action is taken, this project will automatically transition from a ‘paused’ status to a ‘completed’ status after 10 business days (Monday to Friday). After that, you’ll have 10 business days to reconcile any questionable quality responses before the project is permanently ‘closed’ out.  
  • Low Completion Rate
    • Surpassed estimated days in field- please reach out to your CSM for resolution options. When this rate drops below 4% your survey will be automatically paused. 
    • Please reach out to your CSM for assistance.
    • If no action is taken, this project will automatically transition from a ‘paused’ status to a ‘completed’ status after 10 business days (Monday to Friday). After that, you’ll have 10 business days to reconcile any questionable quality responses before the project is permanently ‘closed’ out.  

My survey is filling up slowly, what can I do to fix it? 

Please reach out to your CSM if your survey exceeds the estimated days in field. We will work with Cint to find potential solutions to speed up the fielding process.