FAQ's

Ready to send out an exchange but got a burning question that you need to ask?
Check out our FAQ's to find all the answers you need!

Surveys

Web surveys can be used to collect answers to questions from your existing customer lists or from traditional research panel respondents. The survey will not be published to the CitizenMe apps, but instead a unique url is generated. Only people with the unique URL can answer the survey, meaning you can target specific groups from your own customer lists or panelists. There is no direct payment for participation, but companies often organise prizes draws or discounts to reward respondents for completing their surveys.

Survey title: This is what the respondent will see in their app, so an overview of what the research is covering. E.g. ‘Your smartphone usage’

Survey description: This is your chance to tell the respondents a little bit about the survey they’ll be doing. It doesn’t have to be long, but something that will gives them a flavour of what’s to come.

Yes. For app surveys you pick how many people you want to speak to. And that’s exactly what you pay for. For web surveys you can either set a target limit or keep it open for a certain period of time to collect as many responses as you like.

Unfortunately, once a survey is published it can no longer be edited. This measure is in place to ensure consistency in the data. We advise that you test the survey using the test link from the ‘Add questions’ page and make sure you’re completely happy with your survey before you press publish! The test link can be refreshed to reflect your latest version of the survey.

We recommend that you aim to have no more than 30-40 questions in your survey. This is to make sure the respondents have a good survey experience, stay engaged, and you get the highest data quality possible.

For web surveys, once you hit publish, a unique link is created which you can share with customer lists you already have or can be set up for external traditional panels. These are are not sent to the CitizenMe app users, and cannot have MeData points added to them. Anyone with the link can complete the survey, but only once.”

Logic is something you can use when creating your surveys to ensure your respondents see the correct questions. If someone answers ‘yes’ to one of your questions, you might want to ask why or gain further information, so you would formulate the next question to allow them to elaborate further. If a respondent was to answer ‘no’ to the initial question, they would skip the follow up and move onto the next relevant question. See our “how to” on logic for an example.

Data

To access the data, simply go to the Analyse tab and select the research project you want to look at. From here you can analyse with our visualisation tools, or download the raw dat in a csv file for more in-depth analysis.

“We have a number of identity verification methods to ensure that every single one of our users is unique, and we cross reference data to make sure no funny business goes on. Combine this with a slick UX app design and you get high quality, real human data!

We work hard at CitizenMe to ensure the people you speak to are real, verified, unique humans. Unlike many panels where it is easy to create multiple account, our users have to connect their PayPal account, which has advanced verification methods, and ensures there is no way an individual can take the same survey twice. In addition we use smartphone data to ensure that each participant is located in the right country so you can have greater confidence in your data.”

All users’ data is stored on their device, and backed up to a personal cloud. When they choose to exchange it with an organisation, a copy of the requested data leaves the user’s’ device in an anonymised data file. Organisations get access to a data file containing anonymised data from the respondents they’ve requested information from.

Audiences

An ‘audience’ is a group of Citizens (participants) that you select and invite to take part in your research project. Once you have made your selection, only participants that meet your audience’s criteria will be invited and will be able to see your data survey in the app.

When selecting or creating your audience, you’ll need to consider which participants are able to share their data and give you relevant opinions on your brand, product, or service. If your audience is too narrow, you may risk missing out on new insights, e.g. if you only research what your existing customers have to say about a new product you’re planning to launch, you won’t have the opportunity to learn what the customers of your competitors might have to say, thereby missing out on the opportunity to increase your market share.

Our ‘Audience builder’ offers you 2 possibilities to select an audience:

A) By clicking on ‘Create Custom Audience’, you can build, from scratch, the right audience for your research;
B) Select a pre-built audience from the section ‘Most popular choices’ in the audience builder.

Start by clicking on ‘Create Custom Audience’:

This button will take you to a new page that will enable you to specify all of the vital characteristics of your audience:

For all of your custom audiences, you will have to set up, as a minimum, 3 key elements that are always required:

1. Audience name (A.) – all of your custom audiences will be saved in your account and will be available for re-use in the future, so please ensure you always name them in a way that will make sense to your future self, e.g. if you’re looking for women who shop regularly at a specific store, you could name the audience ‘X STORE Female shoppers’;

2. Country of Residence (B.) – our Citizens are spread all over the world and the base is growing, so in order to ensure you speak with those in the relevant market you are researching, please don’t forget to define ‘Country of Residence’; >

3. The number of participants (C.) – when you define an audience, anyone with the characteristics specified will qualify to take part in your research, and the number of those qualified could vary from a few hundred to thousands. In order to ensure you stay within budget and you only invite the necessary number of respondents, please specify at the bottom of the page the correct number.

NOTE: Once you have specified the number of completes, the Feasibility (E.) will be updated (please click Refresh to see the most up-to-date numbers). This will tell you if you are able to reach enough Citizens for your selected audience.

On the ‘Creating custom audience’ page, you can also be more specific about the qualifying criteria by selecting certain values of a certain MeData (D.) (e.g. you can choose to add Gender as a qualifying MeData and select only females, so that no males are invited to take part in your research).

You can select one or more MeData to filter and build your custom audience, but please note that the more specific (narrow) you are with your audience definition, the more likely it is that the total pool of qualifying participants will reduce in size.

Also, on this page, once you have selected the appropriate MeData and their qualifying breaks, you can apply quotas, if these are required. The default option will always be ‘No quotas’ (F.), but you can proceed to select either ‘Non-Interlocked’ (G.) or ‘Interlocked’ (H.).

‘No quotas’ (F.) – If the number of participants you need is under 100 or your audience is already very specific, it’s best not to apply any quotas, as these could restrict the feasibility of your project, or the quota groups will be too small to analyse.

‘Non interlocked’ quotas(G.) – These quotas are the ones most frequently used (when quotas are required) as they will help achieve a well-distributed/representative audience, and will be less restrictive in terms of feasibility.

‘Interlocked’ quotas (H.) – These types of quotas are usually used when a specific level of distribution/representativity is known and is needed for the purpose of the research, e.g. let’s imagine that you’d like to ask 200 under 35-year-olds about their spending habits, and based on ONS figures, you know that within adults under 35y.o., 23% are 18-24y.o. males, 27% are 18-24y.o, females, 24% are 25-34y.o. males and 26% are 25-34y.o. females.

We have created the ‘most popular choices’ audience based on what our clients tend to use most for their research projects. These might change from time to time, but their name and their defining characteristics will always be displayed.

The most popular choices audiences’ definition will specify which MeData have been selected to define an audience, along with the breaks selected from each individual MeData.

If you need assistance building an audience, or help to double-check feasibility, or you’re unable to find what you want, you can always use the ‘Need Help with an Audience’ button from the bottom right corner of the page.

MeData

MeData are data points our Citizens already have stored about themselves on their smartphone, within the CitizenMe app. Adding MeData to your data surveys allows you to access the information you need without having to ask a question. There are different types of MeData, ranging from simple data like demographics, to awesome digital data like Facebook likes, or device data like apps installed on Citizens’ smartphones, to personality type data like OCEAN Big 5. You can add MeData to your data survey in the ‘Select MeData’ tab.

In the ‘Audience builder’, the selected MeData is used only to filter which Citizens are invited to your data survey, but the information contained by those MeData won’t appear automatically in the final data export. In order to have the MeData available for your data analysis, please select as many or as little MeData on the ‘Select MeData’ page, and all of the data points will be requested from Citizens and appear on the ‘Analyse’ page and in the final data export.

Example: If you would like to invite Citizens who work in certain industries, and it’s important for you to analyse the final data by the different qualifying industry answer options, you’ll have to:

1.Select in the ‘Audience builder’ the MeData Company Industry and select the relevant qualifying options;
2. In the ‘Select MeData’ add the MeData Company Industry to the list on the right side of the page called ‘Selected MeData’.

The Citizens’ MeData are grouped in categories that are always displayed as hexagons on the left side panel.

To select a MeData, simply click on a category and the MeData included will be displayed in alphabetical order in the central panel: ‘List of MeData’. Once the list of MeData for a category is displayed, you can either scroll through the list or you can use the ‘Search MeData name’ (A.) box by typing.

Once you’ve decided which MeData you’d like to request from Citizens, you can either drag-and-drop the MeData (B.) from the central panel to the right panel called ‘Selected MeData’, or just click the selection icon (C.) as in the image above, and they’ll appear in the ‘Selected MeData’ panel.

We’ve decided to offer for free 7 MeData points that we’ve discovered are most popular, thereby offering all of our clients a robust starting point for their data analysis. If you consider these unnecessary, they can be easily removed.

You can add as many MeData types as you like, budget permitting. Besides the unique data points (e.g. psychometrics, app usage, etc) that can reveal new and exciting layers of knowledge about your customers, the self-reported MeData (e.g. demographics such as household income, number of children in the household, etc) have the benefit of being questions already answered by our Citizens, significantly reducing the number of questions Citizens answer, and therefore reducing respondent fatigue.

All MeData represent different data points that our Citizens are ready to share, if they find the exchange fair. The price set per MeData reflects the effort of the Citizens, and the intricacy of collecting a specific data point.

As for their impact on the final cost, you can see the costs adding up in our calculator in 2 stages:

A. When you add the MeData;
B. When you build the questions of your survey (‘Add Questions’ page).

The costs for the MeData added will be calculated as: MeData COST X number of participants. e.g. the price for the MeData Region of residence UK is £0.01, so the cost of adding this MeData for 1000 completes will be £0.01 x 1000 = £10.

If you’d like to learn more about a specific MeData, you can click the arrow next to the price, and the MeData box will expand to show you more details about it.

Company Details

Yes. All organisations remain anonymous by default. If you want to create a particularly positive brand experience with your research, you do have the option to add your organisation’s name to the survey that is sent to participants.

Once you’ve created your client account, you can edit the details from the top right corner of the page. When you click on the name of your account (A.), you’ll be given 3 options to view and manage the details of the account:

My Profile (B.) – view and change the name and the password of your account;
Organisation and Team (C.) – view and edit your billing information, VAT number, and add new team members to the account;
Balance and Invoices (D.) – view and top up account balance, and download invoices.

After you’ve created your account, just go to ‘Organisation and Team’ (right upper corner of the page), and once the page has loaded, please enter your billing details: ‘Organisation name’ (A.), ‘Billing info’ – address (B.),’ VAT number’- if your company is from the UK(C.).

You can add more team members in order to collaborate on your projects. You do this by going to the ‘Organisation and Team’ page and clicking on ‘+ New team member’ to add the name and email address of the new team member. They’ll receive an email invitation to set up their login details and to log on.

When you add new team members to your account, they’ll appear on the list at the bottom of the ‘Organisation and Team’ page. To give a team member admin rights, click on the 3 dots and select ‘Make admin a user’

If your username is not set up as an admin for the account, you won’t have full access to all of the platform’s features. If you’d like to be given admin access, please get in touch with any of your team members that have their user id set up as admin, or contact us.

You can create multiple accounts to serve the needs of different departments in your company, such as if you need to keep costs and budgets separate. If you decide this is what your company needs, and you now have access to multiple accounts, you can easily switch between them by clicking on the name of your organisation and clicking on ‘Switch Organisation’.

Payment

Paying could not be simpler and can be done in two ways:

1) When you have selected your data and written your questions, simply enter your card details on the payment screen, press pay and publish and your transaction will be processed.
2) You can ‘top-up’ your account on the ‘my account’ section of the CitizenMe Exchange, which can be accessed from the dropdown menu. This means you don’t have to enter card details each time you want to publish a survey.

Yes. If you pay by credit card we’ll email you with a copy of your receipt. You can find all your receipts and invoices in the ‘My Account’ tab from within your organisation settings.