What Are Common Survey Respondent Support Questions?

What You’ll Learn

Our goal is to provide an outstanding support experience to each survey respondent and individual with a report available to them who emails us for support. Use this guide to understand some common questions Panorama Education’s support team receives from survey respondents and how we typically answer those questions.

Why Support Matters

Understanding our most commonly asked questions can help you see around corners for your survey project and anticipate potential confusion.

Common Email Support Requests

These are the most common questions our support team receives from survey respondents and how Panorama Education's support team responds to these inquiries via email:

  • Can you resend my survey link?
    • If the individual reaching out was included in the data file and therefore has a survey available to complete, Panorama will resend the link to the email included in the data file.
    • If the individual reaching out was not included in the data file and therefore does not have a survey available to complete, Panorama will let them know that there are no surveys available for them to complete at this time based on the information received from their school or district.
    • Important note: Sometimes, individuals with surveys available don’t receive survey links because of an error in the imported contact information (for example, if the respondent’s email address had a typo or had recently changed). To preserve data quality in those cases, Panorama will confirm the person reaching out to us is indeed the person listed in the data file using other information in the data file.
  • Can you resend my report link?
    • If the individual reaching out has a report available to them, Panorama support will resend the information about accessing the report(s) to the email address that was included in the data file.
    • If the individual reaching out does not have a report available (for example, if the survey subject received fewer than 5 responses or was not included in the original data file), Panorama support will let them know that there are no reports available for them to view at this time.
    • Important note: Sometimes, individuals with reports available don’t receive report links because of an error in the contact information that was imported (for example, the survey subject’s email address had a typo or changed recently). In those cases, for data privacy reasons, Panorama support will confirm with the client administrator that the person reaching out to us is indeed the person listed in the data file.
  • What is my access code?
    • Survey respondents who received an email containing a survey link may be prompted to manually enter an access code for a few different reasons:
      • The survey window has closed
      • They do not have a survey available to them
    • In each of these cases, Panorama will let the respondent know that there are no surveys available for them to complete at this time.

Still need help? Contact Us Contact Us