Using online platforms can be frustrating sometimes and it is not unusual for respondents to reach out to the survey administrator for assistance. We’ve compiled a list of the most common issues respondents face as well as suggested language about how to respond.
Most of the time, user error is at the heart of technical issues: a typo in the URL or people typing the URL into a search engine vs the address bar. Additionally, the web browser Internet Explorer is being discontinued later this year and is no longer fully functional. Due to this, residents may experience issues accessing and completing the survey if they use Internet Explorer. If they call in with issues and are using Internet Explorer, please advise them to use another web browser. While Polco is compatible with all major browsers, our first recommendation is to use Chrome, followed by FireFox.
Typing URL Incorrectly: We try to make survey URLs as simple as possible, but sometimes they are mistyped into the address bar. Make sure respondents have typed the URL exactly as it appears on the postcard and/or cover letter.
Suggested Language: Thank you for contacting us about your concern. We find that there are a number of reasons that a link may not be working, and want to run through a couple of them with you. First, when you are typing the URL into your address bar, make sure that it is typed exactly the same as how it appears on the invitation you received. Even one wrong character can make the URL unsearchable. Second, ensure that you are typing the URL into the address bar instead of the search bar. The survey links are not accessible through most search engines as we only want people from our community to participate.
Typing URL Into Search Bar Instead of Address Bar: We often find that residents mistakenly type the URL into the search bar rather than the address bar on the top of the browser.
Suggested Language: Thank you for contacting us about your concern. We find that there are a number of reasons that a link may not be working, and want to run through a couple of them with you. First, when you are typing the URL into your address bar, make sure that it is typed exactly the same as how it appears on the page. Even one wrong character can make the URL unsearchable. Second, ensure that you are typing the URL into the address bar instead of the search bar. The survey links are unfortunately inaccessible through a general Google search.
Case Sensitive URLS: The bit.ly URLs that we create are case sensitive. So, if someone tries to type “boulderNCS” instead of “boulderncs”, they will get a 404 code from bit.ly.
Suggested Language: Thank you so much for letting us know about this! I just did some digging, and I -believe the issue is stemming from the fact that the URLs are case sensitive.
If these common user errors do not seem to be the problem, the more info you can gather from the resident and provide to us, the easier the investigation will be. Here’s some of the info you can collect from the respondent that would be great to pass along to our team:
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What device were they using (computer, iPad or other tablet, iPhone or type of android)?
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What browser (and version) were they using?
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What operating system?
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What error message did they get (if any)? (Providing a screenshot would be great!)
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When did the issue occur? Date/approximate time.
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What were they doing when the issue occurred (entering responses, clicking submit, etc.)?
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How did they get to the Polco (a web link, email, direct, etc.), and what is the URL they’re using?
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The respondents’ name and email so we can reach out to them if needed.
Additionally, respondents using a desktop to answer the survey can click on the chat feature we have to get immediate help from a Polco team member.
