Star360Feedback

• Setup

   
   

  Loading your survey information into the vendor’s system.

• Per Report

   
   

  A fee for each report delivered. Usually includes everything (invitations, data gathering, analysis, etc.) needed to produce the report.

• Participant Registration

   
   

  A charge for each participant enrolled whether they complete a survey or not. Clients end up paying for “no-shows.”

• Minimum Survey Volume

   
   

  A required number of surveys to get a specific price. Access to the left-over surveys may expire, increasing the effective cost of the project.

• On-boarding

   
   

  First-time clients are assessed extra fees for the vendor to create the client account and go through the contracting process.

• Project Management

   
   

  Some survey vendors charge by the hour, others by the project. Survey companies that provide full service include project management at no charge.

• Customization

   
   

  Fees can be hourly, project or task. If the changes take longer than expected, hourly fees place the risk on the client, project and task fees place the risk on the vendor.

• Client Admin Access

   
   

  Extra fees charged to allow authorized clients to log into the system and check survey status. The client is really paying to do the survey vendors admin. work.

• License, Member and Subscription Fees

   
   

  These fees are for the right to use a survey service and are independent of the actual services provided. Many 360 survey vendors no longer require such fees.

• Annual Fees

   
   

  Annual renewals are much like licensing fees. They are for the right to continue to use the service.

• Maintenance Fees

   
   

  Maintenance fees work like licensing fees. Generally maintenance fees suggest keeping clients’ surveys in “ready-to-launch” condition.

• Levels of Service

   
   

  Service fees vary by the level of support provided. Some 360 survey companies provide excellent service and DO NOT charge any service fees.

• Additional Features

   
   

  Some companies use an ala carte approach, each additional survey feature adds extra to the setup fee or participant fees.

• Data Access

   
   

  Some companies will claim ownership of client data collected, and then charge to retrieve and deliver to the client, upon request.

• “Use it or lose it” Prepays

   
   

  “May initially appear to save the client money. But pre-paid surveys with expiration dates can cause clients to lose money on unused surveys past the expiration date.

• Missed Volume Penalties

   
   

  Some companies will provide a volume discount but if the volume is missed, they rescind the discounts and charge the client retroactively for the difference.

• Volume Discounts That Reset Each Year

   
   

  It’s common practice for some companies to re-set their clients’ volume discounts to zero each year, thereby eliminating any accrued pricing benefits.

• Binding Contracts

   
   

  If clients are not pleased with a 360 survey service, it’s important their contract allows them to switch vendors without financial penalty.

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