1. How do I know if you received my survey responses?
2. Is it free to participate in the survey?
3. How often will I be invited to take a survey?
4. What happens to the responses I give in surveys? What happens to my personal information? Does my provider know my scores? Is it confidential?
6. I see several ways of filling the survey. Which type of the survey is preferred and better to use?
7. How long does it take to complete the survey?
8. May I rate more than one provider? May I rate a provider even though I wasn’t asked to complete a survey on behalf of them?
9. When I fill in the survey, I cannot go to the next page, what should I do?
10. There are two buttons at the end of the online questionnaire: “SAVE” and “SUBMIT”. What is difference between them?
11. When I submitted my response, I did not get a confirmation message. Instead I get an error message or a blank survey page. What does this mean?
12. When I try to log back in I get a message saying that my response is being edited by someone else. What does this mean?
13. My password or login doesn’t work.
14. When I was looking through the confirmation letter from GC, I noticed there were some mistakes in my information or answers. How can I correct this?
15. Is it possible for me to update my submission? I need to add additional details or change an answer.
16. I forgot to rate a provider. What should I do?
17. Last year you didn’t send me Global Custodian Magazine though I answered “YES” to “Would you like free one year Global Custodian Magazine” Why?
18. There are some sections that ask to rate services that we do not use or receive. What should I do?
19. I decided to continue filling the survey later so I saved it, but I lost my login and password details. I can’t access my saved response. What should I do? Is it possible to retrieve my saved response?
20. My provider says that I haven’t submitted the survey even though I have. Why is this and how can it be fixed?
21. What do I do if I need help?
22. How do I cancel my response(s)?
1. How do I know if you received my survey responses?
If you submit your survey online, you will receive an automatic confirmation message. This will appear on the screen after you have completed the survey and clicked the “SUBMIT” button at the end of the survey. You will also receive an automatic confirmation e-mail from surveys@globalcustodian.com. Both of these messages will contain a confirmation number. You may provide this to a service provider if they say they have not been informed of your submission. Please note that if you “SAVE” your response online, you will receive an onscreen message giving you a password and login name (Your login name will be your e-mail address). These details will automatically be e-mailed to you as well.
2. Is it free to participate in the survey?
Absolutely. Participation in our surveys is voluntary and free. You will never be asked to buy anything. However, as a token of our gratitude, you are eligible for a free one-year subscription to Global Custodian Magazine. This is a no-strings-attached offer. Your information remains completely private and is never sold. Accepting a subscription is voluntary and we do not automatically renew subscriptions after 12 months have passed. Furthermore, you are entitled a free subscription every year that you fill in the survey for the following 12 months.
3. How often will I be invited to take a survey?
At the beginning of each survey, we send out invitation letters to respondents, and thereafter approximately two e-mail reminders. We usually contact you no more than two to three times per survey period. You are under no obligation to participate in our survey and may request that we stop sending you e-mails. That said, anyone is free to participate in our surveys. You do not need to receive an invitation from us or from your service provider. Surveys can be accessed directly from our website or by emailing surveys@globalcustodian.com.
4. What happens to the responses I give in surveys? What happens to my personal information? Does my provider know my scores? Is it confidential?
Global Custodian is a leading market research company, and we collect thousands of survey responses each year. Our reputation is built on your trust in us to guarantee your privacy. You can be assured that all the survey information you provide will remain anonymous and completely confidential at all times. We only collect survey data that will assist service providers, survey readers and survey users in assessing the service offerings of providers in the survey. We try to limit the data that we collect in order to maintain a balance that allows our data to be useful to survey users and not intrusive to respondents. All of our information is presented in aggregate form. Scores from responses are NEVER shared, even anonymously. For the sake of accuracy and integrity, however, we inform providers of the names of responding organizations and the services areas rated. We never sell or share our information to third parties. However, on occasion, we may work with industry experts to create reports. They are bound by our confidentially rules. Global Custodian guarantees your privacy.
6. I see several ways of filling the survey. Which type of the survey is preferred and better to use?
While we highly recommend that respondents fill in the online questionnaire, the word or excel version may better suite your needs, if for example you plan on leaving a document open on your computer for an extended period of time or wish to save the survey and circulate it amongst colleagues to complete.
7. How long does it take to complete the survey?
Our surveys vary in length and detail. But generally a survey can be completed in 15 to 20 minutes. However, if you choose to rate more than one provider or service center or need to consult with colleagues about answers this may add more time.
8. May I rate more than one provider? May I rate a provider even though I wasn’t asked to complete a survey on behalf of them?
The answer to both these questions is YES. All our surveys are designed to allow you to rate several providers at time in one go. And we encourage clients to rate all their providers. Regardless of invitation or not, our surveys are open to all current and previous clients, provided they have used services from the provider that they are rating within approximately 12 months of the survey period.
9. When I fill in the survey, I cannot go to the next page, what should I do?
Certain questions are mandatory and must be filled in before progressing to the next survey page. These marked with the (*) symbol. If you have left one or more of these blank the survey will not let you continue. Instead, it will automatically scroll to the question left blank and prompt you to complete the question first. It is quite common that more than one mandatory question is left blank. It may take several tries before you can continue to the next page, but please be patient and fill in each question as you are prompted and you will be able to continue the survey soon.
10. There are two buttons at the end of the online questionnaire: “SAVE” and “SUBMIT”. What is difference between them?
If you cannot complete the survey in one sitting or need to change answers in the future, you can save your survey online and come back to it. This is done by clicking the “SAVE” button, which is located at the bottom of every survey page. When you do this, you automatically receive a login and password message on screen. You will also receive an automatic email with these details. Be sure to make a note or these or save them somewhere on your computer. When you return to the survey page, you will be prompted to fill these in, in order to access your response. When you finished filling the survey and are ready to sign off on your answers, please press the “SUBMIT” button. Once again you will see a confirmation message and receive a confirmation e-mail. Both of which will contain your response confirmation code. Please keep a copy of this for reference.
11. When I submitted my response, I did not get a confirmation message. Instead I get an error message or a blank survey page. What does this mean?
If you get an error message, it is very possible that we still received your data. Please keep your browser open and contact the surveys team at surveys@globalcustodian.com or telephone us at +44 0207 148 4281. Please make a note of what the error message says. If you get a blank survey page, this is generally an indication that there was a break in the internet connection and that your data has not been received by us. Try clicking the “Back” button at the top of your browser page and copying and pasting your answers into a word document and send it surveys@globalcustodian.com with a short explanation.
12. When I try to log back in I get a message saying that my response is being edited by someone else. What does this mean?
This could mean one of two things. One, that a colleague that has access to your password and login is working on the survey; or two, that your response was not properly saved before your browser was closed. In the first case, you should wait until your colleague has saved and closed the response in order to prevent loss of data. In the second case, you should click the box “√ Close the sessions that were left open” and continue to log in normally.
13. My password or login doesn’t work.
If your password and login doesn’t work, try copying and pasting them. Occasionally, respondents make typos when rekeying or initially made a mistake in typing their e-mail addresses. If you are copying and pasting your details, make sure that you are not highlighting extra spaces before or after your password or login.
14. When I was looking through the confirmation letter from GC, I noticed there were some mistakes in my information or answers. How can I correct this?
Send an e-mail to surveys@globalcustodian.com and let us know what corrections you would like to make. We will update your response and send you a confirmation
15. Is it possible for me to update my submission? I need to add additional details or change an answer.
Send an e-mail to surveys@globalcustodian.com and let us know what changes you would like to make. We will update your response and send you a confirmation.
16. I forgot to rate a provider. What should I do?
Send an e-mail to surveys@globalcustodian.com letting us know that you would like to rate additional providers. We can copy over your basic personal and organization details into a pre-populated survey link. That way, you only have to add in the provider-specific details and your scores.
17. Last year you didn’t send me Global Custodian Magazine though I answered “YES” to “Would you like free one year Global Custodian Magazine” Why?
It is most likely that you did not provide additional details after clicking “YES” or there was information or a mistake in those details. In order to establish a subscription, we need you to complete the accompanying online information form after clicking “YES”. We need complete and accurate details regarding your mailing address and e-mail address. If there are missing details or mistakes in this information, we will be unable to send you a magazine.
18. There are some sections that ask to rate services that we do not use or receive. What should I do?
Select option “N/A” (Not applicable). This option can be applied to a complete service area section or to individual questions. You don’t have to rate services that you don’t receive. Choosing the “N/A” option will not influence the overall score of a service provider.
19. I decided to continue filling the survey later so I saved it, but I lost my login and password details. I can’t access my saved response. What should I do? Is it possible to retrieve my saved response?
Certainly. It is possible if you have successfully saved your response(s) before. Send an e-mail to surveys team at surveys@globalcustodian.com and we will resend your password.
20. My provider says that I haven’t submitted the survey even though I have. Why is this and how can it be fixed?
There are a number of reasons why responses turn up “missing” from a provider’s list, and we have listed these below. Should this happen to you, please send an e-mail query to surveys@globalcustodian.com. Be sure to include details of your submission including the e-mail address used to register the response and date and mode of submission. Reasons for this include the following:
- √ We often run several surveys at the same time. Occasionally clients accidentally fill in the wrong survey.
- √ Sometimes clients click the wrong provider provider name when selecting whom they wish to rate.
- √ Some required fields or questions maybe have been left blank, which preventsed us from recording the particular response to the database.
- √ A response may have been saved online but not submitted.
- √ If you faxed or e-mailed your response, it may be in queue to be entered into our database.
21. What do I do if I need help?
For technical problems, please e-mail Surveys Team, at: surveys@globalcustodian.com or telephone us at +44 0207 148 4281.
Mon: 8:00 – 17:00
Tues: 8:00 – 17:00
Wed: 8:00 – 17:00
Thurs: 8:00 – 17:00
Fri: 8:00 – 17:00
Sat: 9:00 – 15:00
Tues: 8:00 – 17:00
Wed: 8:00 – 17:00
Please be as specific as possible when describing the problem. Please tell us what type of browser you are using (include the version number), and we will respond promptly to help determine the nature of the problem.
For all other queries, please contact Allison Cayse at acayse@globacustodian.com or on +1 513 574 0220. She is available:
Mon: 9:00 - 17:00
Tues: 10:00 - 18:00
Wed: 8:00 - 14:00; 20:00-22:00
Thurs: 11:00 - 19:00
Fri: 10:00 - 18:00
Or the survey help desk at surveys@globalcustodian.com or telephone us at +44 0207 148 4281.
Mon: 8:00 - 17:00
Tues: 8:00 - 17:00
Wed: 8:00 – 17:00
Thurs: 8:00 – 17:00
Fri: 8:00 – 17:00
Sat: 9:00 - 15:00
Tues: 8:00 - 17:00
Wed: 8:00 – 17:00
Thurs: 8:00 – 17:00
Fri: 8:00 – 17:00
22. How do I cancel my response(s)?
If you change your mind about participating in the Surveys, you can e-mail Surveys Team surveys@globalcustodian.com with the word “Remove my Response” in the email. Please be sure to include your reason for removal.
- - Our online questionnaire is the quickest, most reliable format for completing the survey.
- - When completing this version be sure answer all required fields or questions, as indicated by the (*) symbol.
- - Do not leave your browser open for indefinite periods of time. This can result in a loss of data if your internet connection is broken or reset. When this happens, you will not notice a change in your page, but when you try to submit your response, your page will reload with a blank survey page. If you forget and accidentally leave your browser open without saving your response, try copying and pasting the page into a word document before submitting or saving your response. That way you will have a back up to send to us if the data is lost.
- - Keep a copy of your password and login details or your confirmation number after saving or submitting your response.
- - Double check that you have selected the correct providers and locations before submitting your survey.
- - If you choose to e-mail your response, make sure to save a copy of your response to your computer and include it as an attachment in an email to surveys@globalcustodian.com
- - If you are faxing a response, be sure to print legibly and include all pages in your fax. Fax slowly and carefully. Many times, responses have to be discarded because of illegible handwriting or blurred or missing pages.
