How Surveys Operate
The survey uses standard device events (on browser and mobile). The event only detects clicks (no dragging is detected as a click). As an added precaution, upon clicking, the person is taken to a page where they can input comments, so they would see the page load and have visual feedback to indicate that they are progressing through the survey process. The survey taker is given a chance to change their score, via the Change Score feature in the top right-hand corner of the Comments Page. If a survey is opened and no score is chosen, no score is entered. If a score is entered and the page that loads afterward, has no comments submitted, the score is locked in after 15 minutes.
When developing this feature we studied the metrics and found that the new design results in higher response rate but has no effect (on its own) on NPS which is as expected and as one would hope. This was done as a study in the wild within our beta tests. That is to say that even with the odd occurrence where a survey is filled out truly by mistake (pocket or purse answer for example) this has no perceivable ill effect.
The survey was designed to improve response rate and a submit button can often be a barrier to submission so a click on submit is not required for the score to be submitted.
I hope this helps you understand a little bit more about how our system works and the measures we've taken to ensure the quality of your data and our application.
Additional Questions? Please reach out to Listen360 Support via email at [email protected]