New Users FAQ

We've compiled a list of the most commonly asked questions by new users of Zappi. We'll update the article periodically to reflect new questions.

What do I need in order to launch a project? What does the process of running a project with Zappi look like?  

Great questions! Our Getting Started Guide is where you want to be.

Will Zappi provide the sample for my project? What are my options for sampling on a Zappi study?

Zappi partners with a wide variety of panels, which are made up of both global and local partners who manage double opt-in panels, as well as sources that utilize a mix of double opt-in panels and affiliate networks/sources. Learn more about Zappi's approach to sample here and read more on audiences here.  

When configuring a project, can I redefine the target group or, can I only to go with a nationally representative audience?  

Zappi offers different audience options during the configuration process. You can either pick a nationally representative audience, a diverse representative sample (where available) or choose a different predefined one. If you can't find an audience that fits your criteria, you can opt to get in touch with us, so we can build a custom audience for you, at an additional cost.  Below is an example of this selection: 

Do you have example surveys/product questionnaire examples available? 

Yes, you can get an example survey for each of the products available on the platform. Log into your Zappi account and go to the Products page to see all of the tools available to you. On the Product tile, click the menu (three vertical dots) and select, "Info." Once on the Product's Info page, use the drop down on the right side to select the correct market/language. Your survey should download automatically once selected.

Can I change the questionnaire?

All Zappi products have a standard questionnaire associated with them. The order and wording of these questions cannot be changed – this is for scalability and comparability purposes. However, you do have the option to customize a few things on certain products, and you’ll be able to see what is available to change during configuration. You’re also able to add custom questions to any Zappi project, for an additional fee. 

How long will it take to get results? 

Zappi can typically provide you with results within 6-24 hours, although timings may vary from product to product. Get in touch with your account manager, or submit a request by emailing support@zappistore.com if you’d like to get a time estimation for your current project. 

How do I receive my reports? Will Zappi send me a report after my project closes?

Once your project’s results are ready, you’ll receive an email confirming this. To learn more about how to download your reports, head over to exporting your analysis. 

I don’t have time to program, can Zappi launch my project for me?

Zappi makes it incredibly easy to configure a project and build a database that you can learn from over time. Check our walkthrough videos on our product pages.  If you'd need further consultancy for your project, please contact us. 

What if I don’t have the time to create my own report with the results?

Zappi’s reporting platform provides a quick three-step process to export your results into a readily digestible report. Export multiple charts at once through the export tab and apply as many filters and norms as you’d like in a few minutes. To learn more information on how to do this, check our guidelines here. 

How do I get help when I need it?

Use the on-platform Support Form to submit queries directly to our support team. Look for the ‘Contact support’ button in the bottom left corner of our platform to access the form.

The form will guide you through the information we need in order to investigate and we’ll be in touch if we need anything else, leaving you to carry on with your day. 

Once you submit the form with the relevant details, you will receive an email confirming that your case has been raised to our team. Our support team will get back to you with advice or an update on your query within 2 business hours*.

Note: this is not a continuous or live chat, but a form designed to collect the most useful details to resolving your issue quickly. Please use this as your first point of contact when requesting support when possible, as this is the most efficient way of resolving any queries you may have.

*Monday - Friday, 7am - 1am GMT

If you need further assistance troubleshooting your account or getting support, go to this article.

What type of issues should I report via the platform to the Platform Support team? Anything that looks unusual, out of place or wrong such as: 

  • Suspected bugs
  • Reporting issues
  • Data queries 
  • Translation issues
  • Page load issues
  • A stalled project

Can I still talk to my Zappi team contact (i.e., Customer Success Manager)?

Yes, absolutely. They are still your contact for the following and more:

  • Advice and questions on available solutions
  • Optimizing your platform usage
  • Navigating the platform and using reporting
  • Expanding our partnership
  • Advanced analysis
  • Configuring your platform, including new users
  • Requests for consultancy
  • Pricing and audience queries