Customers FAQ

In the general tab, place the mouse cursor over the words: “Not ready”. If something is still missing, a message will appear telling you exactly what is missing.

You can include anything that can be shown on the web (such as pictures and video). This includes: Flash Files (FLV and SWF), GIF, JPG, HTML and formatted text. A Stimuli Guideline document is available to help you (or your external agency) determine the best way to deliver and package the materials to ensure optimal quality. The Invokeject Manager is also available to assist with recommendations.

The content of the session is available to the participants only during the live session. At that point, only participants who have received the session URL address and have been assigned a user ID and password can attend and view the stimuli. The Technical Moderator may also remove the stimuli from view at any point. At the end of the session, the Technical Moderator usually instructs the system to delete all session content from the participants’ computers and their browser caches. Our experience shows that clients have been satisfied with this method and it has not delayed or prevented them from conducting studies.

While visual stimuli can be very helpful and effective, we have done many successful sessions with only written statements (especially in the case of early stage communications testing and innovation research – where you may only have a text description or “napkin drawing” of an idea). The novelty of the Invoke platform and the real time aspects are generally enough to keep participants engaged.

Yes, it is possible to get a “restricted observer” password. This will allow the observer to view the session but not have access to the Post-session Dashboard or the electronic transcripts at the end of the session.

In many cases, the researcher who designed the study will moderate the study and is in the same room with you. At other times, a phone bridge is utilized to tie remote observers and the research moderator together. In either case, the ability to have the researcher and your team share findings and collaborate on possible on-the-fly questions during the session is integral to the Invoke experience.

In an Invoke session you can invite up to 30 of your stakeholders to participate as Observers. Depending on your needs, some of these can be “Advanced Observers”. Being an Advanced Observer allows you to chat with participants, view a list of logged-in observers and participants, remove an inappropriate or unruly participant, invite other observers or participants from within the dashboard, and to download the Pack & Go Dashboard at the conclusion of a study. In summary, you have the flexibility to decide the level of control you wish to give your Observers.

If the number you need to dial in to the event’s conference call is not in the invitation email, please refer to your event contact person.
The person in charge of this project should have the conference call information and they have probably distributed this information via email. If you do not have it or cannot find it please contact this person.

It is possible to run two sessions simultaneously.

You can observe multiple sessions from the same computer. The Dashboard application allows you to open as many instances of the application as you need. You  just need to click on the URL in the Invitation to the second session and log-in, without closing the previous application window.

Concurrent sessions:
In some cases, after entering your user name and password, a window will appear, prompting you to select a session from a list of two or more sessions. Just select one of them, and then, after clicking on the URL from the second invitation and logging in, select the other session.

Consecutive sessions:
You can observe an event that has ended. The dashboard for this session will be in offline mode. You can open an additional dashboard for the second session when it begins.

In case the PSF file is not uploading and you don’t get a clear error message from the system please check the following:

  • Make sure that in the upper row of your PSF the header of each column corresponds to the value in each row in column B (var ID).
  • Make sure that empty cells in the PSF (representing blank responses from users) do not contain spaces.
  • In the session tab when trying to upload a PSF to the portal you must make sure that row1 represents that session that you are trying to load the PSF into. When creating PSFs the best way is to only leave in the session tab in (row 1), the row that is representing the session for which the PSF is being created. 

The number of sessions is determined by the number of participants needed, number of concepts being tested (if applicable), whether you want to use Concept Rotation, and/or if you want to talk to different types of groups (e.g. different screening criteria for different sessions).

Plan for approximately 10 business days from agreement signing to the session start date. This includes obtaining costs, securing facilitators, developing the questionnaire/discussion guide and screener and approximately 7 business days for recruiting attendees.

HR studies can often be conducted more quickly.

An open-ended question with the voting feature turned on (Open Public Voted) usually needs about 2 minutes. An open-ended question without the voting feature turned on (Open Private) needs about 1 minute. A closed-ended question typically requires around 20 seconds.

Yes, discussion guides are generally prepared to be 45 minutes in length. This allows for approximately 15 minutes of additional probing and on-the-fly questioning.

Anyone who is not moderating or participating in the session is an observer. Up to 30 observer logins can be provided to view the session from various locations via the Internet. Invoke Solutions will email detailed instructions on how to download the software to each observer, as well as a user ID and password to log into the session. It is also common for observers to be connected via phone to benefit from a real-time discussion of the results.

For internal studies (e.g. HR)
Participants are typically targeted and invited from an employee list. The client provides the list of intended invitees. The client also makes the initial contact with invitees to communicate that they will be receiving contact from Invoke. This client-led communication is a critical step in ensuring a high show rate.

For market research studies
The recruitment of participants can be handled by your preferred panel vendor or Invoke can recommend a list of reliable vendors. Alternatively, recruitment can be generated from other sources such as a customer database.

Yes. Participants can join the Invoke session using Mac, PC and any one of the common web browsers (Internet Explorer, Firefox, Chrome and Safari).

No, questions are asked and answered by participants at the same time. The pace is controlled by the Technical Moderator and depends on the speed and response rate of the participants.

Prior to the session, participants are sent a link via email, along with a user ID and password. They do not have to download or install any software.

The Technical Moderator can exit any participant at any time during the session.

The moderator’s interaction with the participants is facilitated by the platform. Although most of the discussion is pre-programmed, participants often get the sense that it is a live dialogue between them and the moderator. The addition of on-the-fly questions and chat functionality further enhances this dynamic.

We have developed a comprehensive list of “Best Practices” to help ensure a successful Invoke study. However, there are three general rules to keep in mind when conducting a live session:

  • Keep a good balance between quantitative and qualitative questioning. A study that is too skewed either way does not optimize the full potential of the Invoke platform.

  • Do not over-load the discussion guide with too many questions. Save plenty of room in the discussion guide for on-the-fly probing.

  • Use stimuli as much as possible to engage the participants. A stimuli-rich study invites higher participation and keeps participants fully engaged from beginning to end.

Invoke has a staff of research professionals who work with clients to develop study objectives, discussion guides, and recruitment screeners. They also provide post-session analysis research. We also work through channel partners who provide their own researchers and moderators and we have a Certified Moderator program to train and equip any interested qualitative moderator on the Invoke Platform.

The penetration of the Internet has increased to the point where we have great confidence that we can find the right people for your session, as long as the target represents an incidence level in the general population that is achievable. We’ve conducted studies among a very large cross-section of the population…from business professionals to primary grocery shoppers to retired workers.

Each of our certified panel vendors has systems in place to maintain the cleanliness of their members. In addition to our certified panel vendors Invoke also includes criteria during the screening process to weed out serial survey takers.

Invoke’s advanced keyword algorithm automatically highlights any words (or family of words) that occur at frequency of over 10 percent. You can also choose to include or exclude any additional keywords, for example if you are interested in tracking a particular tagline or catchphrase.

The uncleaned reports contain collected data from all respondents, the cleaned reports removes all data from respondents who did not answer the minimum amount of answers required. It also removes data that was defined in cleanup questions.

The Invoke Session Preview is a QA tool that allows you to proofread the session in a format similar to what participants will see during the actual session. This should give you a pretty good idea of what the questions will look like, as well as how the stimuli will appear.

The Invoke Session Preview manual can be downloaded here.

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For all inquiries call:
+1.781.810.2700 (press 5)
Weekdays, 9:00AM-5:00PM EST and during Live sessions