Commonly asked questions
Do I have to sign a long term contract?
No. Customer Thermometer is a pay-monthly service. There are no contracts or commitments, you are simply charged monthly, via your credit card.
If you don’t need to send surveys for a while, you can downgrade to our “At the Beach” plan ($9/month) to retain and view your account data until you need are ready to send again.
You can upgrade or downgrade or cancel your account at any time.
Will I be charged VAT?
If you are outside of the EU, no VAT will ever be applied. The prices you see on our pricing page are the prices you will be charged.
Customer Thermometer Ltd is VAT registered in the UK and to comply with EU VAT regulations, we are legally obliged to apply VAT to our invoices at the prevailing rate of the country of the purchaser.
For all UK users – regardless of your VAT status, we will apply VAT to your invoice.
For all EU-based users (except those in the UK): If you supply your VAT number at the time of purchase, via the “Update Details” screen, no VAT will be applied to each monthly invoice. If no VAT number is supplied – VAT at the rate of the country of purchase will automatically be added.
The VAT amount will be shown on each invoice, in your local currency.
Do my responses expire if I don’t use them?
If you don’t use a proportion of your responses during a month, they will roll over.
Accounts can hold a maximum of double your monthly plan at any one time.
So, for example, if you are signed up to the 200 responses/month account, we will allow you to hold a maximum of 400 responses in your account at any one time.
Tell me more about responses
Receiving a response from an Email or an Embedded Thermometer or an Outlook / Gmail footer uses one credit… ie if your helpdesk application (Such as Zendesk or Kaseya) sends 100 support emails with feedback buttons embedded in your footer and you receive 60 clicks, you will only use 60 credits.
Responses will be applied to your account on a monthly basis at the time you are billed.
What happens if I run out of responses?
In your account settings area, you can enable ‘auto-upgrade’ to ensure your responses never fall to zero.
In addition, our Ministry of Magic will do everything in its power to ensure you never run out of responses. If you choose to ignore warnings and your balance drops to zero, responses will not be recorded and your recipients will see a ‘survey closed’ sign.
Can I change plans at any time?
Absolutely. Just click on the “Account” tab after you’ve logged into your account and you can upgrade (or downgrade) from there. Your new monthly billing cycle will then begin from the date you change your plan.
Which countries do you sell to?
All of them! A large percentage of our customers are in the US, and we have customers all over the world – Brazil, Chile, Canada, UAE, Australia, Hong Kong, Poland, the UK and many more.
I just want to send a one-off survey, can I?
Yes. Just sign up for the account package that’s nearest your required survey size, then once sent, downgrade to our “At the Beach” plan ($9/month) to retain and view your account data.
How do you invoice?
Invoices are generated automatically and added to the invoice section in your Account screen. They are available as PDFs for downloading and printing. We invoice in $USD. VAT if applied, is shown in your local currency.
Could I make a one-off annual payment?
Yes. We can arrange annual payment via invoice. Drop us a line with your requirements and we’ll help.
Are there any additional charges?
No. Every Customer Thermometer plan gives you one login which you may use with colleagues concurrently. Plans are based on the number of credits you use each month.
Which types of payment do you accept?
We accept Visa, Mastercard and American Express credit and debit cards. Annual invoicing is also possible, just drop us a line.
Is my contact data safe and secure?
Yes. Data is only accessible by a user with the correct login and password. Account passwords are encrypted and can only be changed by a user using our reset password facility.
If you choose to cancel your subscription, which you are of course free to do at any time, you may request all data is completely removed from our servers.