Support Forums : Still having trouble with capturing data

Welcome back, SurveyGizmoers! I’m sure you just knew you were going to hear from me first thing on Thursday morning, didn’t you?

I am writing in to let you know that, although things are much better with our active survey since we switched to hosted rather than embedded, we still seem to have some data collection issues.

If you take a look at the active survey “Facilitator Application StoryCorps Copy”, you will see that we received a submission yesterday afternoon (number 6071143) that came in half empty. This is the same issue we’ve been having, where many required fields are skipped, presumably because of the same timeout issue?

I’ve also noted that quite a significant number of applications are listed as “partial”, where it looks like they didn’t submit the final page. This is less important, since we’ve got all of the critical data, but it is again suspicious that such a large percentage of people would put so much time and effort into getting all the way to the end of the application and not click submit?

This might also tie into the fair number of people who have emailed me saying that they did not get their confirmation email.

And just one last thing, before I let you go back to your coffee… we are still hoping to recover the lost entries from earlier this week and last. There are a bunch in the active survey, and at least 30+ in the survey we closed last Friday.

Thanks again for everything!
Dalton

Is there any chance that we could extend that timeout? It seems like a bit short for the amount of information we need to capture in the survey.

OK, that is good to know.

Cheri thought that disabling the requirement on the last question would fix the spate of partials we’ve been getting. It seems that a large number of people are giving up on the last page or two of the survey, which seems weird. I removed the requirement on that last question, but we’re still seeing the partials. It seems to me that that could be why people aren’t getting their auto-generated thank you emails.

Take a look at response ID 6166381 … she got all the way up to the last page but left it as a partial.

Then in ID 6167850, she entered all of her information in again and successfully submitted. Any idea why this is still happening?

Thanks again,
Dalton

Howdy -
We had a couple more applications come in over the weekend that were submitted but mostly blank - skipping all the required questions on the first several pages. I guess we’re still experiencing timeout even though we’re only directing people to the hosted survey now?

If you could restore the rest of the information from these (looks like 3 or so), it would be really great.

Thanks for that Chad,
I think I understand what you’re saying, but I want to be sure. Do you think the fact that we’re redirecting users from our page to the hosted survey could be a problem? We’re sing a 301 code, because we can’t change the link to our page in the many places we originally published it.

I was under the impression that a 301 redirect should be pretty much transparent to the end user. The original embedded page is not available to anyone any more.

Thanks,
Dalton

Howdy and hello,
I wanted to update with a note that we are still getting a fair number of those partials, where people get right up to the last page, but the final page of information is never submitted. This is in spite of fact that we’ve made the last question not-required and put the text at the bottom of the page:”Please click the “Submit” button below, and wait for the confirmation page to load before exiting the survey. Thank you.”

We also have one response from yesterday that is blank except for the very last question. This seems to be a recurrence of the same old problem, something timing out and overwriting the first 6 pages of the survey. We are only using the hosted version of the application, not the embedded version.

Cheers,
Dalton