survey responses

How to Use QR Code to Get People to Your Survey URL

Survey Tips

You’re ready to send a survey to your restaurant customers, and naturally you want as many responses as possible. You know the more responses you receive, the more valuable your data.

So, how can you increase your survey response rates? The answer is to send your survey out in as many digital ways as possible. (tweet this) Many people send out their survey link (URL) via email, SMS text messaging, social media and their website. Yet, there’s another way.

This unique way is using a QR code, and it makes survey responses super easy for your customers.

Let’s look at how to use a QR code to get people to your survey URL. First, let’s define the QR code.

What is a QR code?

A QR code is a code the camera on your smartphone reads. It consists of an array of black and white squares. Store within these squares is your chosen URL or other information.

QR stands for quick response.

Basically, they’re a two-dimensional barcode that stores information. Many marketers use them to direct customers and their target audience to online content. You can use the QR code to direct customers to your survey link.

When someone scans your QR code with their camera smartphone, it will bring up your survey form. People can then fill it out and submit their response.

You can store up to about 7000 digits or 4200 characters, including punctuation marks and special characters on your QR code. This means you can use words, phrases, and internet addresses, too.

How Do I Create a QR Code?

It’s easy to create a QR code.

You simply need to find a company online that generates QR codes. Generally, you’ll want to pay for this service, especially if you’re generating a lot of clicks.

You choose the type of code you want, enter your data, and select “create QR code.” Then, the system asks you what format for your QR code, and you download the file.

Afterwards it’s easy to share your QR code on receipts in your restaurant, flyers, emails, text messages, and more.

How Does a Customer Use the QR Code?

Again, this is easy.

Your customer just scans the code with the camera on their smartphone. Most phones these days don’t need a scanner app because their camera is fully capable of reading the code. If they have an older phone, they can download an app.

Once your customer scans the code, the link to the restaurant survey opens up.

Now let’s explore some best practices for telling your customers about the QR code.

How Do I Share the QR Code?

You’ll find multiple ways to share the survey link to your customers through your image code.

First, you can add it to your printed receipts. Just be sure to add a bit of text with it to tell your customers why it is there.

You can always add the code to your table tents. This gives you ample space to provide a nice background image with your code. You can also use this space to tell customers why you are surveying them. In addition, you can tell them about the perk they get for completing the survey.

Next, you can include the code on your to-go menu or even your to-go packaging. This helps you send your survey to customers who aren’t dining in.

Tell People What the Code is For

You wouldn’t welcome guests into your restaurant and not provide them a menu. So, you don’t want to throw out a code without telling people what it’s for.

Your restaurant guests should know exactly why you want them to scan the code. This is important because your guests can’t look at those squares and know what you want of them.

Tell your guests to snap a photo of your code to take a quick survey.

You may even offer them a coupon for a free appetizer or other sort of discount or reward for taking your survey. This gives them an extra reason to take the survey.

Make Sure Your Survey is Mobile Friendly

Your restaurant diners are scanning your survey on a mobile phone, so make sure your survey is responsive to screen size as well.

You definitely don’t want to send your mobile guests to a survey built for a desktop computer.

The response rates will most certainly be better if your survey is mobile friendly. If not, you risk rapid dropout rates.

Don’t Resize the QR Code

You really don’t want to adjust the image size of your QR code, or you may break it. When you resize it, you change the dimensions of those little white and black squares, and you also reduce the white space between them, leaving your code unreadable.

Many generators will let you pick image size, and this is your best bet.

Test Your Image

Before you send your survey through a QR code, you want to test the code on multiple devices.

What if you found out it works on Android devices but not iPhones? Test your image to make sure it works on different devices and different browsers.

Final Thoughts

Gathering feedback about your restaurant has never been easier than using a QR code to get people to your survey URL.

As with any surveys, do make sure to thank your customers, send them their promised reward, and follow up with your results.

One of the most important aspects of collecting survey data from your restaurant guests is reporting on the data and then telling your customer what you’re going to do about it.

For example, if the majority of your customers tell you your service is bad, send out an email to your respondents and tell them how you are going to change it, asking them to give you another chance.

On the other hand, if you send a link to a Net Promoter Score survey, and your results are very positive, send an email thanking your customers for their loyalty.

By using a QR code, you increase your chances of more survey data so you can respond to the needs of your customers, increase retention, and the profits of your restaurant.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

Images: Mitya Ivanov on Unsplash

The Importance Of Employee Reward And Recognition

Survey Tips

You know the importance of sending surveys to your customers. Most likely you do this because you are dedicated to improving your customer service.

Yet, the only way your business will shine is if customer service is part of the very fabric of your company. For this to happen, it must start with you, and your employees must buy in. (tweet this)

In other words, you can do all the advertising in the world, send surveys on a regular basis, and if your team isn’t on board, things will be tough.

One way to encourage your staff to provide the best service is to incentivize your managers and your team for good reviews. Let’s look at the importance of employee reward and recognition.

Reward Employees Named in Surveys

Let’s say a survey respondent names one of your employees positively in a survey. Consider rewarding your team member for the mention.

For example, you might give them a gift certificate, Friday afternoon off, or a small bonus.

Set Goals

If your first survey garnered less than perfect results, set a goal for your staff.

For example, if you send a Net Promoter Score survey, and it comes back on the low-end, set goals for each quarter. Your goal might be to raise your score by one-two points each quarter.

Then, if your team meets the first quarter goal, they get a reward. If they meet the second quarter goal, they get another, and the same for quarters three and four.

If all four goals were met, consider a bigger reward and recognition at the end of the year.

Get creative. Ask your employees what might motivate them, and then set the rewards in motion.

Final Thoughts

Providing the best customer experience possible is what sets businesses apart in the 21st century, and surveys help you uncover valuable data to do this.

Get your employees on board by rewarding and recognizing them for your positive surveys.

Because the happiness of your customers stems directly from the contentment of your employees, you’ll find that actively engaging them in the process helps drive business and your overall growth.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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What is CSAT and How Does it Work?

Survey Tips

Do you know if your customers are satisfied? Do you have processes in place to measure customer satisfaction?

If not, consider implementing the CSAT (Customer Satisfaction Score) survey.

To help you, we look at “What is CSAT, and how does it work?”

The CSAT measures how your products and services meet or surpass your customers’ expectations.

In today’s busy world, where everyone expects the best service, knowing how you meet your customers’ expectations can mean the difference between a successful business and one that closes its doors.

CSAT is Key to Success

Poor customer service affects your business in many ways, which is why it’s so important you know your CSAT.

Customer service is key to helping your business grow. And, in our digital age, it’s important to keep your customers satisfied. Why?

Quite simply it’s too easy for people to leave you bad reviews on Google and social media. It’s too easy for them to get in a negative discussion about you online, and their angry rants may go viral.

This spells disaster for business.

Yet, on the flip side, if you know your CSAT, you know you also have highly satisfied customers who go on to leave you glowing reviews. They become your brand ambassadors telling everyone they know how great you are.

How the CSAT Works

To measure customer satisfaction, you send out a survey with the following question. It might be a one question survey or included in your regular survey.

You ask, “How would you rate your overall satisfaction with the product or service you received?”

CSAT scores are expressed on a scale of 0-100% with 100% representing total customer satisfaction. Usually respondents rate their satisfaction on a scale of one to five:

The formula is the number of satisfied customers (those answering four or five) divided by the number of satisfaction survey responses times 100 to equal the percentage of satisfied customers.

To Conclude

The CSAT reveals important data about your company.

You can use your customer satisfaction score to make an actionable plan to improve your number.

Once you know your CSAT number, you can use it to improve your customer service, train your employees, develop new products or services, and make your business stand out from the competition. (tweet this)

At the end of the day, your CSAT helps you boost your revenues by showing your customers they are number one.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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Decoding the Customer Effort Score (CES)

Survey Tips

Have you heard people toss the term CES around the conference room? Struggling to understand just what it means?

In this article, we are decoding the customer effort score (CES) so you understand how it can help your business.

What is the Customer Effort Score?

In the simplest terms, the customer effort score measures your customers’ perception of how easy or hard your company made it for them to complete their chosen action. (tweet this)

This could be anything really. For example, how easy or hard was it for:

  • A customer to buy something from your website or in your store.
  • Someone to resolve an issue with your staff.
  • A customer to register a product.
  • Your website visitors to navigate your website.
  • A person to leave you a review.

So, you can see that while the CES most often involves your service and support staff, it doesn’t always.

You can use the CES metric to evaluate how easy it is for your customers to deal with your business in a myriad of ways. One of the most common uses it to learn how easy it was for your customers to find a resolution to their problem with your service team.

In the 21st century and age of social media and review sites all over the internet, you know your customers want to do business with companies that are easy to work with. And, all too often, if they had a bad experience, they’ll spread it all over the internet.

You don’t want this to happen. It’s imperative that your customers are happy with their solutions and that they feel their issues were handled promptly and simply.

The CES allows you to determine if this is actually true.

When Should You Use the Customer Effort Score?

Best practice is to use the CES right after a customer has had an interaction with your business.

For example, you would send the survey after a customer purchased a product or service or had an interaction with your customer service department.

Your goal is to get real-time feedback. If you let too many days or weeks go between the interaction and the survey, you are likely to lose valuable data.

How to Measure Customer Effort Score

As we mentioned, you want to send out your CES survey shortly after any particular interaction.

The survey includes only one statement.

A sample question may look like this: “Your company (X) made it easy for me to handle my issue (buy a product, purchase a service, talk to support, use your website, figure out how to use a product).

The possible answers would be: strongly agree, agree, somewhat agree, neutral, somewhat disagree, disagree, or strongly disagree.

You might also ask the question like this: “How easy was it to solve your problem with (name of your business) today? The answer choices might be: very difficult, difficult, neither, easy, or very easy.

It’s also possible to send out your one question CES survey with just Yes/No as the possible answers.

Some businesses even include the option of allowing their customers to leave a comment. This can often provide a better look at what happened to that particular customer.

You’ll find many successful businesses measure CES right alongside the Net Promoter Score.

Why Use the CES

If you want to instill customer loyalty in the people who shop with you and retain them in the future, you want to explore the customer effort score.

The CES tells you in the most basic terms whether or not you are providing the best customer experience. If you are, great. If you aren’t, you know it’s time to improve if you want to better the customer experience.

When you reduce customer effort in all aspects of your business, but especially when it comes to service, you build customer loyalty.

Bottom line – you differentiate your business from the competition when you help your customers by providing them a quick and easy way to purchase from you, use your products or services, and work with your service staff.

Why Customer Effort Matters

You’ve been there before. You ordered something from a business, it didn’t work, and you called customer service. Then, you spoke with the first tier, second tier, and third tier, and yet you still don’t have a resolution.

That means you expended way too much customer effort. You probably won’t return to that business again, and you certainly won’t recommend them to others, and you may even broadcast your bad feelings about them.

Now, you don’t want that to happen to your own business, and that’s why your customers’ effort actually matters.

By reducing customer effort, this is what you get:

  • People who will recommend you to others in the form of positive word of mouth. This is where your Net Promoter Score can come in.
  • Customer retention increases and your customers purchase from you again.
  • Your costs decline because you solve customers’ issues quickly instead of spending additional money on labor costs.
  • Employee retention also rises because they are happy to provide a better customer experience, so they incur less stress and frustration.

How CES Helps You Improve Your Team

If you have staff members or customer service agents who above normal CES results in negative territory, you can recognize that they either need additional training or a new job.

Knowing your CES score can help you identify where you can help your team grow which ultimately makes your company stronger.

Do be cognizant though of your service staff who regularly handles the most difficult and complex cases. Naturally, their CES score may be less than the agents that handle the easier issues.

Final Thoughts

Measuring the customer effort score ultimately helps you grow your business. Combine it with your Net Promoter Score, and you’re well on your way to providing the best customer service.

Today’s customers demand a good shopping experience, and they’ll shop elsewhere if they don’t find it with you.

Effortless customer service will improve your bottom line. Make a concerted effort to eliminate hurdles and hassle for your customers, and they’ll soon be shouting your praises.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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How to Know If You Have “Good Survey Questions”

Survey Tips

You’ve done your research. You’ve drafted your questions, and you think you’re ready to send your survey.

But, how do you know it’s good enough to elicit the kinds of responses you need?

While online survey tools make it easy to send surveys, you still need to do the legwork and create a survey that actually works. This requires careful planning.

Without it, you may not get the meaningful data you’re looking for.

To help you evaluate your survey, in this article, we look at how to know if you have “good survey questions.”

Take a look at the following and then look at your survey questions. If they meet these qualifications, you have good survey questions.

Have a Goal

Do you have a goal for your survey? It’s best practice to have a goal in mind before you start crafting your survey questions.

For example, ask yourself about the objective of your survey. What’s the most important thing you want to know? What else are you looking for?

Once you have your goal, you can craft questions to go with it.

Keep It Simple

We can almost promise you that your customers won’t answer long surveys (unless the reward is overly beneficial).

Because of this, you want to keep your survey as simple as possible. If your survey is simple, and short, you’re more likely to have a larger pool or respondents.

People are busy, and you want to provide them easy access to your survey. Make sure they can complete your survey in under 10 minutes. (tweet this)

If you want to ensure the best results, keep your survey well under five minutes. Show your respondents you care and respect their time, otherwise your abandonment rate will skyrocket. 

Stay Away from Yes/No Questions

Otherwise known as a polar question, the yes/no question in most instances isn’t going to provide you much data.

With this question there are only two possible answers, and that is all you’re going to get.

You leave your respondents without a voice. They can’t tell you what they think, and they have no other choice by yes or no. It may be they are somewhere in between.

What’s more, this question is leading. If your respondent isn’t squarely in the yes or no corner, they are forced to pick one of those answers, creating bias.

You’re after real, authentic data, and the polar question isn’t the way to get it.

If you are really set on a closed-ended type of question like this, at least give your respondents multiple items to choose from. The multiple choice question is certainly a better option because you are giving them more choices.

In addition, you may also want to include a line for “other,” so they can add their own answer. After all, you may not have thought of all possible answers. 

Use the Right Type of Question

When working with surveys, you’ll note there are many different types of questions.

In order to get the best data, you want to use the right type of question.

Qualitative questions are open-ended. Use these types of questions when you want a written answer.

Quantitative questions are closed-ended, and you offer options for respondents. These may include:

  • Check boxes
  • Drop down menus
  • Radio buttons
  • Rating scales
  • Ranking scales

Often, you’ll find that a mix of questions is ideal for your needs. You might even follow up with an open-ended question after a respondent answers a closed-ended question in a particular way.

Use Open-Ended Questions

This type of question can be very valuable because your respondents provide a comment. It can be one sentence or many and often gives you insight into how your survey respondents really feel about your business or your products.

The open-ended question allows you to really dig deep for data.

As we just mentioned, not all of your questions have to be open-ended nor should they be. Consider one or two open-ended questions so as not to overly tax your respondents. 

Do be careful when wording this question. You want to ensure you aren’t leading respondents to a particular answer. 

Ask One Thing in Each Question

This is a problem that derails many survey writers.

It happens when someone writes a question that actually includes more than one question. For example:

  • Do you like product x? What is your favorite thing about it? How is it beneficial?

Not only are you asking too many similar questions, but you’re confusing your respondents.

If it was open-ended, you might expect to only get one of your questions answered.  If it was closed-ended, your respondents wouldn’t know what to answer, so your data will be skewed.

Each question should pose only one thing. Don’t make it hard for respondents to answer you accurately and precisely.

You might reword the above example like this: “What do you find most beneficial about product x?”

Don’t Use Leading Words

Great writers know that words can have very different meanings depending on their context.

Good survey writers are aware of the same nuances.

In order to get the most precise data from your survey, be very careful with your wording. Make sure your questions aren’t leading and that they say exactly what you mean.

Have others look over your questions to see if they interpret them differently than you meant them.

Avoid Double-Barreled Questions

Similar to the leading question, this one shows great bias.

For example, if you own a hotel, a double-barreled question might look like this: “Is our hotel your favorite place to stay?” Or, “What is the most economical hotel for you to stay at?”

Not only are these questions leading, but in the case of the last question, one person’s economical isn’t always the same as another. 

Final Thoughts

Some sources attribute the following to Albert Einstein, “If I had an hour to solve a problem, and my life depended on the solution, I would spend the first 55 minutes determining the proper question to ask… for once I know the proper question, I could solve the problem in less than five minutes.”

As you craft your survey and look for good survey questions that produce the best data, consider this quote.

If you ask the right questions and in the right manner, you’re sure to get the data you’re looking for to meet your overall goals. 

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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5 Unique Survey Questions

Survey Tips

Surveys are a terrific way to gather vital information for your business. You may have already started surveying your customers with this popular data-collection method.

You may have found that surveys can help you survey large groups of people in a cost-effective manner. Perhaps you’re getting ready to send another survey, and you’d like to send one that isn’t predictable or boring.

Asking unexpected, fun questions is a great way to encourage more survey responses. You might find that shaking things up a bit increases your response rates.

We put together this list of five unique survey questions so you an reduce your survey abandonment rates and encourage more respondents to not only start your survey but finish it.

#1: Picture Question – Choose One

The image choice question is fun for respondents, and it’s especially useful for your more visual customers.

This type of question is a simple, closed-ended question where your survey respondents can choose from one or more image answers.

You provide the images, and they are free to pick their favorite(s).

We like the image-based question because it’s highly interactive for your survey respondents and encourages engagement. This is especially helpful if your customers are suffering from survey fatigue.

Because your customers are hit every day with surveys, the interactive image-based question can energize your customers and make them want to complete your survey. This can reduce your survey abandonment rate and increase your response rate.

The picture question can help you break through the survey clutter and show your customers their opinions matter.

#2: The Constant Sum Question

With this distinctive survey question, you allow your respondents to express how valuable or important something is to them.

A constant sum survey question helps you collect a ratio of data showing it in comparison to other data.

For example, you might offer respondents a sliding scale that they can move themselves. You could ask them to show how likely they are to do a series of things.

Let’s say you own a clothing store, and you want to know how likely your customers are to spend money on individual items. They can move the slider showing how they spend their money. You might ask them to slide the scale on the following:

  • Pants
  • Shirts
  • Undergarments
  • Pajamas
  • Jewelry
  • Hats and Belts
  • Shoes

You can use this question when you are relatively sure your customers will make a purchase from you, but you want to know on what.

#3: Upload a File

There are times when you may really want to engage your survey respondents and asking them to upload a file on their cellphone is one way to do this.

Perhaps you’re looking for photos, documents or other information. If so, you can add an upload question to your survey.

Using this question allows your respondents to not only provide you a survey response but upload a file as well. It allows you to collect data that might not be available to you through standard survey questions.

While your customers will find this question fairly easy to deal with, you want to make sure to restrict the type of file your respondents can upload. For example, if you’re looking for an image, you don’t want them to upload a spreadsheet.

Be sure to provide hints and tips for users who may not be well-versed in mobile uploads.

#4: Reword the Question

Another way to make your surveys more unique is to get your creative juices working. Find fun ways to rewrite your standards survey questions so they inspire your respondents and elicit higher response rates.

Consider this survey question example:

How likely are you to purchase this product again?

  • Heck yeah!
  • Stuck in the middle.
  • Wishy washy.
  • No way.

By using clever choices, you give your customers a smile and create a survey they might actually want to complete.

Note, though, that this doesn’t work for all survey questions, and you should remain serious where it’s called for and if your industry wouldn’t work well with a bit of creativity.

Know your audience and use your best judgement.

#5: Throw in Some Humor

Yes, surveys are important for your data collection, and you don’t want to venture too far away from getting your results, but in the right circumstances you can consider using a little humor.

For example, if you have a long survey of 10 questions, and you want to add a bit of levity to the seriousness of it, you might through in a humorous question in the middle.

Do make sure the question still gathers data but ask it in a unique way. Perhaps halfway through your long survey, you might ask customers, “Are you tired yet?”

For the answers, make it apply to your business:

  • Choice #1: Yes! I’m as tired as I was walking from one end of your store to the other to find what I needed.
  • Choice #2: Of course not, you would never tire me.

From this question/answer, you add some humor, but you’re still able to take away vital data. If they chose choice #1, you might rethink your store layout for ease of use.

Bottom line have fun with your wording but do make sure you’re still getting valuable data about your customers’ experience with you. (tweet this)

Final Thoughts

Hilary Swank, a well-known actress, said, “If I’m going to do something different, and if I want it to meet someone’s needs, I really need to go the distance.”

If you take this quote to heart, you can see how important it is to first, survey your customers so you ensure you’re meeting their needs. Second, you want to create a survey that is engaging enough your customers will want to take it.

One way to do this is to throw in some unique survey questions to increase your response rate and engage your best customers.

Now that you have some survey questions to help you step out of your response, you’re well on your way to getting responses while making your customers feel that you went the extra mile to make sure their survey experience was one of a kind.

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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How to Use Survey Webhooks to Meet Your Business Goals

Survey Tips

You want to meet your business goals, and the survey is a terrific way to gauge whether or not your products and services are meeting the needs of your customers.

Along with your survey is another tool called the webhook that can help further your goals.

In this article, we look at how to use survey webhooks to meet your business goals. First, let’s define the webhook.

What is a Webhook?

A webhook makes it so you can receive notifications when something happens inside of your SurveyTown account.

For example, you might get a notification that a customer completed a survey. This then allows you to do something with your data, perhaps updating your systems as well.

Webhooks can be incoming or outgoing. For incoming, you’d be notified when something happens. For outbound webhooks, the system might be sending notifications to other apps about specific events.

Once you dive in, you’ll find that webhooks are incredibly powerful. They are an effectual way to send data between two systems. Webhooks allow you to push data from one system to another.

Finally, think of webhooks as you would a relay race. When one “runner” is triggered, it starts another sequence of events. In the case of webhooks, data can pass between platforms.

What Can You Use Webhooks For?

With webhooks, you increase your businesses ability to connect with customers. Here are a few ways webhooks can help:

By using webhooks you know when a specified event took place. For example, a survey was completed.

  • Webhooks help you let another software platform know the event took place. This is that outbound webhook.
  • You can ensure that your data is synced across your platforms when you use a webhook.
  • For businesses that utilize webhooks, they find they can set off a workflow in another platform.

Webhooks Help with Customer Service

Let’s say your customer contacted you through customer service. You might want to send them a survey to see how well they liked or disliked their experience.

This is where the webhook comes in. It can trigger a customer satisfaction survey after a specific event. You’ll find this action serves to improve your business while helping you better train your staff.

The webhook allows you to better understand your customers experience and pinpoint any areas where you might improve.

In addition, you can solve problems with unhappy customers. For example, a negative survey response might trigger you to open a support case with your customer.

By following up, you show your customers you value their feedback, and you have an opportunity to change negative feelings into positive ones.

Webhooks Help You Target Customers

You’ll find that webhooks also let you analyze your customers interactions with your business.

For example, when a customer first uses your app, first makes an order or first talks with your customer service staff, you can trigger a survey.

By triggering surveys for specific segments of your customer base, you get more actionable data to help drive your business.

As another example, let’s say you want to introduce a new product. You might use a webhook to set up a survey for customers who bought something similar. The webhook allows you to survey those customers to see how likely they’d be to purchase the new product.

Final Thoughts

As you get ready to plan your webhooks, map out your customer’s journey. Decide where the best place is for the webhook.

Do consider survey fatigue and make sure you aren’t sending the same customers repetitive surveys. The last thing you want to do is bombard your valued customers’ inboxes.

Use webhooks thoughtfully and with purpose, and you’ll find you’re not only meeting your customers’ goals and needs but your own in the process. (tweet this)

Surveys help you make the best decisions for your business. Are you ready to get started with your free Survey Town trial? Start with your free account today, and you can upgrade at any time.

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