FAQ

Can I add a new demographic field after responses have already come in? Yes, but it requires a form-response migration run by ChartHop. Contact your ChartHop Support team to request this. Any migration requires written approval from your organization's MPOC and should be handled carefully, since it modifies existing response data.

Why did survey tasks disappear before the deadline? A hard deadline on a Survey removes tasks automatically when it passes. The form may still accept responses via direct link, but those responses won't count toward the Survey's participation tracking. To extend a survey, re-send on a new Survey.

How is demographic data captured for de-identified surveys? At the moment of submission. If a respondent's department, location, or other attribute changes mid-cycle, their response is tied to the value in ChartHop at the time they submitted.

Can respondents save a draft and come back to it? Drafts are not supported on anonymous forms. Participants complete the form in one session.

Can I change a survey from de-identified to anonymous after responses are collected? Yes, but it's irreversible. Once responses are migrated to anonymous, the demographic data cannot be recovered. Contact your ChartHop team before making this change.

Can I change a survey from anonymous to de-identified or identified? No. Anonymous responses contain no identity data to restore.

What's the difference between anonymous and de-identified? De-identified responses are stored with identity internally but that information is never displayed. Admins see aggregated results by demographic group. Anonymous responses store no identity at all. Neither can be attributed to an individual in the product, but de-identified supports richer demographic reporting.

What's the difference between a question and a field in a form? Fields are ChartHop data points tied to a person's record. Questions are standalone form inputs that don't write to anyone's profile. For engagement surveys, always use questions. Responses are accessed via answerValue['questionId'] in dashboards.

Who can create and manage engagement surveys? Survey creation and management is available to users with admin-level roles in ChartHop — typically Owner, People Ops Admin, or Org Editor. The exact permissions depend on your org's access policy configuration.

What plan includes Engagement surveys? The Engagement module is a paid package. It's also included in legacy ChartHop Scale and ChartHop Premium plans. Check with your ChartHop contact if you're unsure what's included in your plan.

Can I run a recurring or pulse survey? Yes. Attach your form to a new Survey each cycle and use ChartHop Actions to automate sending on a schedule. Many teams run eNPS on a quarterly cadence.

Does ChartHop automatically notify participants? Yes. When you send tasks through a Survey, every participant receives an initial notification. To send follow-up reminders to only those who haven't completed the survey, go to the Tasks tab within the Survey, filter by open or pending status, and send a reminder to that group. Completed respondents won't be included.

For more detail, see Monitoring participation in a review.

Can managers see their team's engagement results? Yes, through a dashboard that's been shared with them. The typical setup is for an admin to build a manager-facing engagement dashboard, then share it out. Charts on that dashboard are built with under:me as a saved filter, so when a manager opens it they automatically see results scoped to their own team. Managers don't have a separate built-in results view — the dashboard is how they access their data.

The minimum group size threshold still applies, so a manager with a very small team may see limited breakdowns.

What's the minimum number of responses before results appear? The default minimum group size is 5 per demographic group. Groups below this threshold roll into "Other." Your org's minimum can be configured as low as 3 in Admin > Configuration > Modules under the Engagement section.

What does the "Other" bucket mean in reporting? "Other" represents demographic groups that fell below the minimum group size threshold. To prevent the Other bucket itself from being too small, ChartHop automatically pulls in the smallest qualifying group and relabels it — for example, "Brazil + Other."