FAQ

It’s easy. You just need to implement a script on your website. There are instructions on how to do it within the platform. Once the Extellio script is implemented, you effortlessly begin using our insight-generating features. You can quickly get started with surveys, for example, because we have survey templates with pre-written questions for most industries.

No, you have to first publish a survey via the Extellio platform before your website users can see it.

Surveys are essential to understanding how people experience your website. You’ll find out if they’re satisfied or struggling, and hear directly what they think. 

Learn why and how to use our different surveys to gain insights! 

Definitely not. For the most part, survey respondents are neutral. Although, if you’re having any technical problems with your website, there’s likely to be a higher share of negative feedback.

Response rates for surveys differ a lot depending on the settings, brand, and type of survey. For our general surveys, the response rate is around 5-15%. Embedded targeted surveys are usually answered by around 25-40%.

You can make sure to exclude a survey from any pages that might distract your visitors . We provide a range of settings to make sure surveys won’t negatively impact your website visitors, such as: how often to show a survey and when to show the survey. The Extellio platform has recommended standard settings, so you don’t have to think too much about it (if you don’t want to).

We have surveys in a variety of different designs and for a multitude of different purposes.

Learn the wide range of surveys you can use with Extellio.

Out of the box, we support the following survey languages: English, Spanish, German, French, Italian, Swedish, Danish, Norwegian, and Finnish.

If you'd like to use Extellio surveys in another language, just let us know and we'll add more languages.

Yes, it’s easy to pause a survey on the Extellio platform. You don’t need to remove the script. You can also schedule start and end dates for all your surveys on Extellio. 

Extellio comes with a variety of survey templates that cover most industries. If you need help creating unique surveys for specific purposes,  you can sign up for your very own dedicated analyst to help you phrase your questions and fine-tune your survey settings.

Read more about our analysis services.

Yes, Extellio’s surveys are designed according to Web Content Accessibility Guidelines (WCAG) Level AA. They are easy to answer with the tab key and can be closed with the ESC key.

Matomo is an open-source web analytics software that’s 100% GDPR-compliant, which we used to build the Extellio website analytics system. Read more about Matomo on its official website. 

No, it doesn’t. Users’ IP numbers are anonymized. You can learn more on our privacy policy page.

Yes. This is included in all paid plans. Although if you’re on our free plan, the data can be imported for a one-time fee. Please contact us to find out more.

Both heatmaps and session recordings are recordings of your visitors' movements on your website. Don’t worry. Neither show you any user’s personal data. Things like keystrokes or form entries are not visible.

Read more about heatmaps and session recordings.

Yes it is.

We believe all website owners should have access to GDPR-compliant analytics. It’s just one of the puzzlepieces for gaining UX insights, but an essential one. Of course, we also want you to discover thepowerful insights you can get using the Extellio features that are available through our paid plans.

Find out more on our pricing page. 

Unlike many other services or platforms, we will never use your analytics data to make money. It may, however, be used anonymously to calculate benchmarks for improving our services.

Definitely. There are no issues with running two analytics software programs on a website. We have many clients that use both Extellio and other analytics in parallel.

Yes, you can use Extellio for just the surveys if you’d like. You’ll be missing out on some great insights, but there is still a lot you can do with only survey data.

Yes, you can. But paying yearly will save you money.

Yes, it’s possible to upgrade your plan at any time.

Yes, you can, but most clients don't need it. All country/language versions of a website are included in one license, even if they're on separate TLDs. It's only for unique domain names that you need to add more websites.

Yes! We have a couple of options to help our clients analyze their data. With a dedicated analyst, you’ll get your very own dedicated analyst that can help you analyze your data within active video calls. You can also purchase several analysis reports, which are thoroughly performed and compiled by Extellio.

Read more about the dedicated analyst option and reports. 

You’ll have access to your own Extellio analyst, who can help you with:

• Creating smart surveys for specific purposes
• Training on the platform
• Setting up useful segments, heatmaps, session recordings, funnels, and automated reports
• Analyzing your data through interactive sessions

Learn more about Extellio’s dedicated analysts.

The amount of hours is limited to your Extellio licensing plan. Please take a look at our pricing page to find out how many yearly hours would be available under your plan.

No, dedicated analysts are only available for the Starter, Standars, and Deep Insights licensing plans.

Yes, if you have a paid plan and the dedicated analyst bundle and need more support/analysis hours, you can pay for an analyst by the hour. Please contact us for details.

No, it’s easy to use. Many comments from clients have referred to it as “very intuitive” and ”so much easier to use than Google Analytics.” There are a lot of advanced features for a super user, but they don’t stand in the way of the intuitive interface. We also have plenty of guides on the platform, both video files and PDFs.

On the Extellio platform, you’ll find an automated reports feature, which is a perfect way to share results with your colleagues. The reports are sent out as PDFs and recipients don’t need a login. Also, all graphs are available for download as PNG images, and all free-text comments as an Excel file.

Extellio is a service and brand operated by Extellio International  AB, incorporated in Sweden.

In general, all survey respondents are anonymous, and we don’t store any of their personal data. However, sometimes respondents leave personal data in survey free-text answers and, in such a case, we exchange it for generic labels like ”NAME” or “PHONE NUMBER”. In certain instances, the respondent can ask to be contacted by the client or Extellio. In such a case, their personal data is stored with their consent in order to carry out the request. For more information, see our Privacy policy.

Normally the client and Extellio International AB enter into a PDA agreement whereby the client is the data controller and Extellio is the data processor. In such a case, the respondents' data are handled according to the customer's privacy policy.

Sometimes Extellio is the personal data controller for data collected from respondents. In that case, the data is collected and handled according to Extellio's Privacy policy.

In a case where the client is the personal data controller, both the client and Extellio (as the personal data processor) can access the data.

In a case where Extellio is the personal data controller, the client cannot access respondents' personal data.