Lucid consistently monitors survey health metrics and automatically pauses poor-performing surveys.
Auto survey health
How does this work?
If a survey is flagged for low metrics, the system automatically pauses the survey and sends an email to the project manager (PM) listed on the survey details page. This email lets the PM know which survey(s) were paused and why, so they can troubleshoot the errors that are preventing respondents from completing.
Why does Lucid monitor surveys?
Lucid monitors surveys to ensure Marketplace health. The goal of this monitoring is to alert PMs immediately when a survey is performing poorly. Many times issues can be solved quickly due to a programming glitch or targeting error. By pausing faulty surveys sooner, we speed up the feedback loop for error correction. This, in turn, improves Marketplace health by avoiding the waste of thousands of respondents who could be completing other surveys.
This creates a much better respondent experience, helping keep the health of our industry strong. Listen to our trust and safety webinar to learn what else Lucid does to ensure a healthy, secure Marketplace.
Why would a survey be paused?
Lucid is constantly evolving this system - criteria subject to change at any time.
Performance metrics
Low conversion: No respondents attempting the survey have converted to completes
High drop rate: A high number of respondents drop out of the survey without redirecting back to Lucid with a status. Find more on drop rate here.
Stagnant surveys: The survey has been in-field for multiple consecutive days without registering a complete
Low earnings per click (EPC): EPC is the metric suppliers use to rank survey performance. If your survey has an extremely low EPC, check where you are losing respondents throughout the survey flow and ensure you are pricing it appropriately. See EPC and EPC/M faq for more information.
High recent over-quota (OQ): This survey has an extremely high over-quota rate in the past 24 hours, which could indicate that the Marketplace quotas need to be updated to align with survey-side quotas.
Redirect errors
Response code errors (3,91): Commonly the result of the RIS Code passing incorrectly - for example passing RIS=209 instead of RIS=20 for a termination.
Encryption error (3,135): Check with your Lucid account team to confirm you are using the correct complete redirect
Encryption error (3,35): Test for a complete to ensure your response ID (RID) and complete redirect are passing correctly
Survey design and Marketplace setup
Mobile incompatible: Surveys that are not optimized for mobile should target only desktop users. This will ensure respondents are sent to the correct surveys and will improve your survey performance metrics. Block mobile traffic, then see how you can optimize your surveys for mobile in the future.
Invalid qualification setup (1,-1): Commonly a result of standard qualifications added from the wrong language. Test your qualifications to find the error.
Late terminations: Terminations should be at the beginning of your survey.
Late over-quotas: Quota points should be at the beginning of your survey. Quotas occurring towards the end of the survey will pause the survey. See late OQ FAQ for more information.
Avoidable terminations: Check the Lucid Standard Qualification library to see what questions you can use to target respondents. This will allow suppliers to prescreen for the correct respondents, avoiding client-side terminations.
High security terms: Surveys with extremely high security term rates should be double-checked for survey setup issues. Work with your CSM to help diagnose these issues.
Geography logic errors: Some geographic quals require the postal code question to function properly. See Dummy and calculated dummy qualification for more information.
Who is impacted?
All surveys on the Lucid Marketplace are reviewed. If a survey is flagged, the PM listed on the survey details page will receive an email in real-time. If no PM is listed, an account-level contact will receive the email. Please contact csops@cint.com if you did not receive an email or believe emails are being sent to the wrong contact.
What steps should a project manager take if their survey is paused?
Review the email to determine which criteria led to the survey being paused. Then use the Lucid Marketplace metrics and best practices to guide your troubleshooting. Always be sure to test your survey (testing a study) end-to-end, looking for errors, before setting it live again.
You can also reach out to your Lucid account team or csops@cint.com at any time for additional assistance troubleshooting.