Research Services Terms of Service

These Qualtrics Research Services Terms and Conditions, together with, as applicable, the Qualtrics Terms of Service located at https://www.qualtrics.com/terms-of-service/ or the master services agreement between Qualtrics, LLC (“Qualtrics” or “we”) and you (“you”), govern any statement of work or service order between Qualtrics and you (an “Order”) to the extent related to a research services project (a “Project”) managed by the Qualtrics research services team.

  1. Project Responsibilities

    1. Unless prior arrangements are made with Qualtrics, you must have a current license to Qualtrics’ Subscription Services.
    2. Except as otherwise agreed or for a Project including Front-End Services (defined below), you will provide the survey methodology, survey design, and qualifying question syntax to Qualtrics and be responsible for building the survey. Qualtrics will be responsible for hosting the survey.
    3. Except as otherwise agreed or for a Project including Back-End Services (defined below), you will be responsible for all data analysis and other data interpretation/presentation work.
    4. Except as otherwise agreed, for surveys targeting samples outside of the United States of America, the survey must be designed and programmed by you in an official or common language of the countries being targeted.
  2. Project Administration

    1. If you purchase a research services retainer, Qualtrics will draw down on such retainer to satisfy future research services projects upon written or electronic confirmation by you for each research services project. All retainer amounts must be used within 12 months after the retainer purchase.
    2. Estimated pricing in an Order is based on the original Project scope, and changes to the Project scope may result in additional charges and adjusted estimated timeline and must be approved by you and Qualtrics.
    3. You hereby permit the Qualtrics project manager, account manager, and partners engaged with these services to access your Qualtrics account for the duration of the Project for reasons expressly related to the Project itself.
    4. If the Project is assigned to a Qualtrics project manager after 3pm Monday through Thursday or after 1pm on a Friday, the Project will not begin until the following business day due to Qualtrics’ panel partner constraints and the required setup time. Notwithstanding the foregoing, if a survey intended for distribution on a particular day is not live by 6pm, data collection will begin the following business day. All times are based on the local time of the Qualtrics project team (USA: MT; Dublin: GMT; Sydney: GMT+11).
    5. Data collection may take up to 24 hours to begin after a project manager is assigned.
    6. Each Project launch may include up to three separate survey links. Any additional survey link required by you will result in additional fees.
    7. You agree that Qualtrics may use partners to perform certain portions of the Project and that Qualtrics may share Data with such partners outside of the specified data region in connection with such performance.
    8. If a Project is not completed (e.g. the estimated amount of responses is not fully used), the amount prepaid for the uncompleted portions of the Project will not be refunded but may be applied as a credit towards future research services projects during the 12 months following signature of the applicable Order.
  3. Additional Terms Applicable to Specific Services. The terms of the below sections (a) through (e) are only applicable to the portions of the Project involving the type of services specified in such section. If there is a conflict between the terms of the below sections and the general terms of this Research Services Exhibit, the terms of the below section shall apply.

    1. Sample Services. For purposes of clarity only, “Sample Services” may include survey integration to correctly capture and incentivize qualified respondents, gathering respondents for your survey, and project management to share status updates and answer questions.

      1. You are not permitted to collect any panel member’s personal information, such as name, email address, physical address, or phone number (“Personal Information”), without Qualtrics’ prior written consent.
      2. Qualtrics is not required to disclose to you any Personal Information of respondents related to the Project, except as permitted by law and in accordance with the Order, in which case you shall maintain the confidentiality of any Personal Information disclosed to you. You shall comply with all applicable laws related to the data collected from respondents and shall be responsible for any breach of the foregoing.
      3. Qualtrics will invite respondents to complete the online survey in return for incentives/cash honorarium.
      4. Qualtrics will review quotas and screeners, add redirects, and approve the survey prior to launching to targeted respondents. This does not include reviewing additional skip logic or display logic, unless otherwise agreed.
      5. Unless otherwise specified in the Order, the location of all targeted respondents shall be at Qualtrics’ sole discretion.
      6. Any criteria that you intend to use to judge the validity of qualifying completes (e.g., minimum time spent in survey and attention filters) must be approved by Qualtrics prior to launch. Any requests or changes to qualified respondent criteria beyond the original scope of the Order will need to be scoped and may impact costs, feasibility, and timelines.
      7. Unless specified to the Qualtrics project manager before data collection begins, Qualtrics will count terminated responses and survey completions toward the number of responses allowed in your Qualtrics software license. These terminated responses will not count against the total good completes (n) requested for the Project. Respondents who do not meet the qualifying criteria outlined in the panel demographics of the Order will be screened out of the survey and will not count towards the total number of paid responses (n) for the Project.
      8. Sample pricing is based on certain response volumes. Any changes (including decreases) requested by you to the actual response volumes in the original Project scope may result in an increased cost per interview, adjusted feasibility, or extended timelines for the completed responses.
    2. Front-End Services. For purposes of clarity only, “Front-End Services” may include survey design, survey review, and survey build.

      1. Qualtrics will provide the agreed to survey methodology, survey design, and qualifying question syntax to you.
      2. Qualtrics will be responsible for building the survey as agreed to herein.
      3. Survey Design. If the Project includes survey design by the Qualtrics Expert Method team as specified in the Order, Qualtrics will manage the design and program the survey directly into the Qualtrics platform. Survey design work will not exceed 40 hours unless otherwise agreed. If the work exceeds assigned hours, there may be an additional fee. You will provide competitor lists, images, media, or visualizations required for the survey.

        1. Steps for survey design:

          1. Kick-off call (where required) to discuss research objectives
          2. Qualtrics will program survey draft in Qualtrics platform and send link to you.
          3. You may review the look and feel along with the survey wording.
          4. Qualtrics will incorporate your feedback.
          5. You will provide final sign off.
          6. Qualtrics will move the survey into your Qualtrics account.
        2. Deliverables included in survey design:

          1. Finalized survey uploaded into your Qualtrics account.
          2. Review of soft launch data.
      4. Survey Review. If the Project survey review by the Qualtrics Expert Method team as specified in the Order, Qualtrics will review a completed survey instrument provided by you. Survey review work will not exceed 25 hours unless otherwise agreed. If the work exceeds assigned hours, there may be an additional fee. Survey review is a methodological review, not a technical review/review of survey logic or programming.

        1. Steps for survey review

          1. You will provide a complete version of the survey instrument in Qualtrics, Word, Excel, or similar document.
          2. Kick-off call (if required) to discuss research objectives.
          3. Qualtrics will conduct a methodological survey review and deliver a 1-2 page document outlining major themes and specific areas of proposed improvements.
          4. The parties may schedule an additional call if there are outstanding questions.
        2. Deliverables included in survey review:

          1. A revised version of the survey and a 1-2 page document outlining major themes and specific areas or proposed improvements.
      5. Survey Iterations. If the Project includes survey iterations as specified in the Order, if the Qualtrics Expert Method team previously managed the design and programming of the survey, a methodologist will review the collected data and discuss any potential required survey updates. You will review the look and feel of the survey in addition to the survey wording. Qualtrics will incorporate any feedback into the survey before finalizing and uploading into your Qualtrics account. Survey iteration work will not exceed 10 hours. If the work exceeds 10 hours, there may be an additional fee.

        1. Deliverables included in survey iterations:

          1. Updated survey into your Qualtrics account.
      6. Translations – Front End. Any pricing provided for translations before a survey is finalized is only an estimate, and if the final survey word count is significantly higher than estimated, prices may increase. If changes are made to the survey after translations begin, there will be additional fees and timeline will increase. You will provide any feedback on the translation to Qualtrics in a standardized feedback template provided by Qualtrics.
    3. Back-End Services. For purposes of clarity only, “Back-End Services” may include open-ended coding, cross tabulation, transposing, weighting, data scrubbing, multivariate analysis, creating topline reports, creating executive summaries, creating full reports, creating presentations, or readouts.

      1. Qualtrics will be responsible for the agreed-to data analysis and other data interpretation/presentation work.
      2. Translations – Back End. Any pricing provided for translations before a survey is finalized is only an estimate, as word count may change, and if the final survey word count is significantly higher than estimated, prices may increase. If changes are made to the survey after translations begin, there will be additional fees and timeline will increase. The final deliverable for back-end translations will be a .csv file. Additional fees will apply to upload back-end translations into your Qualtrics account.
      3. Data Scrub. If the Project includes data scrub services as specified in the Order, Qualtrics will review the data gathered and determine if any of the respondents have provided poor data, which may involve flagging respondents who straight-line through the survey, respond in gibberish, or speed through the survey.
      4. Executive Summary. If the Project includes an executive summary as specified in the Order, Qualtrics will provide a report of 2-7 pages or slides outlining the high-level findings of the data provided. If the scope of the report changes after work has been started, pricing may be adjusted.
    4. List Send Services. For purposes of clarity only, “List Send Services” may include distributing invites/reminders to your list of targeted respondents and sending fielding updates.

      1. Unless otherwise agreed, Qualtrics will send your survey out via email contacts provided by you. Qualtrics is not responsible for the response rate or quality of the list provided and is only responsible for distribution.
      2. You are responsible for providing the respondent list (with email addresses), “From [name]” information, reply-to email addresses, subject line, email text, and reminder text (if applicable).
      3. Qualtrics will review quotas and screeners, add redirects, and approve the survey prior to launching to targeted respondents. This does not include reviewing additional skip logic or display logic, unless otherwise agreed.
      4. All survey list sends must originate from your Qualtrics account unless otherwise agreed.
      5. You will provide a “Reply-to” email address for Qualtrics to setup the email distribution. You will manage all respondent requests, follow-ups, and queries.
      6. Unless specified to the Qualtrics project manager before data collection begins, Qualtrics will count terminated responses and survey completions toward the number of responses allowed in your Qualtrics software license. These terminated responses will not count against the total good completes (n) requested for the Project.
    5. Incentive Management. For purposes of clarity only, “Incentive Management Services” may include gift-card distribution and drawings.

      1. Qualtrics will manage incentive distribution to your survey via e-gift cards. Qualtrics is not responsible for the response rate or quality of the list provided and is only responsible for distribution. Such e-gift cards are subject to the terms and conditions specified by the third-party provider (“Distributor”) of the e-gift card. By purchasing an incentive distribution, you will acquire the right to send e-gift cards (“Gift Cards”) to recipients to redeem a Gift Card from Distributor. Any service fee retained by Qualtrics from the distribution of Gift Cards is compensation to Qualtrics for administering the Gift Cards on your behalf. As the distributor of the Gift Cards, Distributor shall be fully responsible for any and all liabilities, caused in whole or in part by Distributor, as well as for any liabilities arising from any regulatory action. Qualtrics does not make any warranty in relation to the Gift Cards, including their validity or value. Qualtrics is not a party to any transaction that the Distributor (or Gift Card merchant) and you (or recipients of the Gift Cards) may enter into as a result of your purchasing this service.