FREQUENTLY ASKED QUESTIONS
Ordering and Payment
What currencies and payment methods does Clutch accept?
Clutch takes payments via credit card. Visa, Mastercard, American Express and Discover are accepted.
When will I be charged for my order?
Your credit card will be charged upon submitting your order.
Will I receive an order confirmation?
Yes, you will receive a confirmation email from Clutch about next steps and a confirmation from Stripe about your credit card charge.
How do I receive my digital products?
You and your participants will receive the Clutch Scorecard via email when it’s completed, no later than the deadline that you selected in your order. To ensure you receive a well-rounded Scorecard, remind your participants to check their email and fill out their Interviews.
Can I cancel an order?
Because the survey process begins upon order submission, we cannot cancel an order.
What information do I need to provide upon placing an order?
You will need to provide the following:
Your name and email address
The name and email addresses of who will participate in the interviews
The name of the team for a Clutch Team order
The date you would like the Scorecard delivered
Your credit card information
Communication
I just placed an order. What do I need to communicate to the participants?
We recommend that you send the participants an email with the following information:
I have initiated a Clutch Scorecard for you to provide feedback and receive insights
Visit the Clutch website to learn more
Look out for emails from team@clutch-insights.com with instructions
Please complete your interview by the deadline
When I placed an order, I opted to add an additional resource to receive a copy of the communication about the Scorecard. What should I communicate to them?
We recommend that you send the additional resource an email with the following information:
I have ordered a Clutch Scorecard and have requested that you get copied on all of the communication that I receive
Visit the Clutch website to learn more
You will receive emails from team@clutch-insights with updates on the status of the Scorecard
These communications are meant as an fyi only
What is the Scorecard delivery date?
The Scorecard delivery date is the date upon which you will receive your completed Scorecard. This date determines how much time your participants have to complete their interviews. You select the Scorecard Delivery Date when you place your order.
Why is the Interview Completion Due Date earlier than the Scorecard Delivery date?
In order to generate your Scorecard, Clutch requires two business days to aggregate, analyze, and synthesize the response data. That means that all participant Interview data must be submitted two days prior to the Scorecard Delivery date, which we call the Interview Completion Date.
Why can’t I add participants after a certain date?
You can’t add participants after the Interview Close date, which is two days before the Scorecard Delivery Date. We need two business days to process the data.
How do I know if people complete their interviews by the deadline?
We will send an email to the person placing the order and all participants with an update about who has and hasn’t completed their interviews two days before the deadline. Those who haven’t completed their interviews will also receive a personal reminder with the link to the interview process.
How do I stay in the loop if I’m ordering the Scorecards, but am not participating in the interviews?
The person placing the order will automatically receive all updates that the participants receive about Interviews and Scorecards. In the order process, you can also add additional email addresses for who else should receive the Interview and Scorecard updates.
Privacy and Security
You are asking me to share a lot of confidential information. How does Clutch avoid that information being accessible with AI tools?
Clutch cleans all participant interview response data of identifiable information including company or individual names before sending into the LLM.
How does Clutch use AI?
Clutch uses AI in the form of an LLM (large language model) which analyzes all Clutch Interview submissions. We’ve trained the Clutch LLM on the Capabilities (Culture, Strategy, Execution) and the 16 skills within them. During analysis of interview response data, the Clutch LLM provides the Clutch Score, a grade to indicate how well the team is performing in each Capability. The Clutch Bot has been prompted to review all interview response data and create the summaries that are displayed on the Clutch Scorecard.
From a technical perspective, we also use AI to build our products, optimize workflows, and ensure that what we build here works the way we intend it to.
Product
Can I customize the interview questions?
No. Clutch has already created the questions that will elicit feedback on the most important skills required for leader, team, and board effectiveness.
I paused my interview and now I can’t find it. How can I resume the interview?
Your data is stored in the local browser. That means as long as you keep the window open, you can continue.
However, if you close your browser you must start your interview again.
I am attempting to finish the survey and the form will not allow me to move past a question. I have less than 200 characters in this response. How can I proceed?
We put a character minimum of 200 characters for each question because we want you to be expansive by sharing stories, examples, and details. Without more information, we cannot effectively diagnose what is working well or what is a challenge for this team. Please take a few minutes to add additional thoughts or examples to your response. Once you meet the character minimum, you will be able to submit.
How are the Clutch Scores calculated?
Clutch analyzes the feedback in comparison to the 15 Clutch Skills to provide you with a score in Culture, Strategy, Execution and Overall effectiveness. We have trained the Clutch LLM to analyze all interview response data, then score each of the Capabilities based on the sentiment of the responses. Think of it like a teacher grading an essay — we’ve trained the Clutch LLM to analyze all the self-reported context from the Interviews and then give a grade measured against the Clutch Capabilities and Skills.
What are the skills?
You can find the Clutch Skills on the website for Leader, Team, and Board.
Clutch Leader Product
Who should I include as participants in my Clutch Leader Interviews?
We suggest you add any colleagues who see your work and collaborate with you in your current role. That should include peers, bosses, and direct reports as well as external partners, board members, clients, and others who see your work and can speak to your impact.
Customer Support
How can I contact customer support?
You can reach customer support by email at team@clutch-insights.com.