Qualtrics® Frequently Asked Questions (FAQ)

These are frequently asked questions about Qualtrics®. Such as migration, costs, getting started, and training.

Q: How will the Qualtrics® costs be handled?

A: Qualtrics® charges for each user and caps the number of respondents based on a licensing agreement. Urban's IT department has negotiated a license agreement for 2015 and will assume the costs for the initial year. During 2015, we will assess usage and develop a plan for software licenses and costs going forward. We have a limited number of user licenses for 2015 that will be made available based on each research center's needs. Because Qualtrics® charges per user, we will try to maintain a reasonable number of user accounts and share them among staff, transferring users once surveys are completed.

We feel confident that this system will meet everyone's needs for this initial year. IT will work with Accounting & Finance to assist in developing a cost estimate that research centers can use for 2016 budget planning.

Back to top


Q: How do I get a Qualtrics® account?

A: Each research center has a designated Qualtrics® Administrator who has access to a pool of user accounts to assign. Please contact your Qualtrics® Center Administrator and he or she can set up an account for you. If you do not know who your Qualtrics® Center Administrator is or your center does not have available Qualtrics® users to assign, please contact the IT Qualtrics® Support team at QualtricsHelp@urban.org.

Qualtrics® does allow user accounts to be shared, so this can be an option to help manage the number of users and associated costs. Multiple concurrent sessions of the same account are permitted. You just need to be aware that users sharing an account can access all surveys and data associated with that account, and issues can arise if the same survey is being modified simultaneously.

We have one primary account where all surveys and responses can be archived once each survey and subsequent analysis has been completed.

Back to top


Q: How do I get training on Qualtrics®?

A: Qualtrics® Survey University (http://www.Qualtrics.com/university/researchsuite/) offers a full calendar of webinars and online training programs, in addition to tutorials and previously-recorded webinars that can be accessed at any time. To register for a training session, click on the topic you're interested in and follow the prompts. All training is conducted online in small groups for about an hour with a live trainer who will contact you ahead of the scheduled training to determine your interests and needs so that he/she can better tailor the training to the group. Basic training is recommended for the first time user; other more advanced training options are also available.

In the coming months, Urban will also coordinate additional training on best practices for developing cloud-based surveys. As you use Qualtrics® and identify recommendations for training topics, please contact QualtricsHelp@urban.org to submit any feedback and recommendations.

Back to top


Q: What if I have questions about Qualtrics® or need support?

A: You should contact Qualtrics® directly for any support needs related to actual use of the Research Suite. Qualtrics® provides support for their product via telephone or email based on the order they are received. Qualtrics® support is available during their normal business hours, 9:00am – 9:00pm ET, Monday – Friday, except holidays. Limited email support is available after hours and weekends. Qualtrics® can be contacted via email at support@Qualtrics.com or via phone at 1-800-340-9194.

Most questions can be answered by going to Qualtrics® Survey University (http://www.Qualtrics.com/university/researchsuite/), where they offer extensive online resources.

Initial user account set up and access questions can be directed to your center's Qualtrics® Center Administrator or to Urban IT at QualtricsHelp@urban.org.

Back to top


Q: Where can I get more information about Qualtrics® for my IRB application?

A: You can request more documentation directly from Qualtrics®. A Qualtrics® FAQ provides additional information: http://www.Qualtrics.com/university/researchsuite/research-resources/other-resources/faqs/#irb.

Back to top


Q: How do I migrate my surveys from Checkbox to Qualtrics®?

A: There is no tool that can automatically migrate surveys from Checkbox to Qualtrics®. If you wish to save your surveys, you will need to do one of the following:

  • Print out your Checkbox survey and save the hard copy.
  • Copy and paste your survey into Microsoft Word, or another similar program.
  • Select "print" and "save to PDF" in the drop-down instead of selecting a printer.

Back to top


Q: How do I export Checkbox survey responses?

A: If there are Checkbox survey results you would like to save, follow the directions below. This process will create a .CSV file that you can save and manipulate in Microsoft Excel.

  • Log in to Checkbox to access your surveys.
  • Click the Action box next to the survey you wish to export.
  • Choose Export Responses from the pop-up menu. The Export Survey Results screen will appear.
  • Choose the appropriate options for your export, and click Export. Note: Export Open-Ended Results and Export Incomplete Responses can often be useful options.
  • Save the file to a secure location.

Back to top


Q: How long will I have access to my Checkbox survey and data?

A: Access to Checkbox will end during the summer of 2015. We will provide ample notice prior to the Checkbox retirement. After that deadline, the Checkbox server will be archived and cease to exist. You will no longer have easy access to past surveys and data. See above for how to capture your existing Checkbox information.

Back to top


Q: How was Qualtrics® selected?

A: In 2014, a Survey Assessment Group comprised of research representatives across Urban conducted surveys and an assessment of survey tools to meet Urban's requirements. Qualtrics® emerged as the recommended product.

Back to top