Monday, April 13, 2009

Invalid Transactions

Dear Panelist,

We have noticed that as the number of our members grows, that a notice is appearing more frequently. The notice is at the tail end of the surveys where it lets you know that the transaction is invalid. We just wanted to clarify that as long as you have completed the survey in full the credit will still be issued. You can tell if you have completed it as it congratulates you or it will show 100% completed on the page. You will then need to wait about two weeks for the completed surveys to be given back to us so that we can put it onto your account. This also means that it will not show as pending like it normally does, but be assured that it will be revised.

We know that this has led member stress as you have spent your valuable time filling these out and we do apologize. The issue stems from you sometimes being routed to the surveys and then not being properly routed back to our site, but we do know that we are sorry for the inconvenience and understand the emails. For the time being, you can make a note as to what the name of the survey was and when you finished it. This will then allow you to easily follow up when it posts onto your account. If you have any additional questions about this or anything else, please just let us know.

Customer Service

Thursday, February 26, 2009

Welcome to the Blog

Dear Panelist,

We've created this blog to have an area where we can discuss issues that come up relating to surveys associated with our site. This will be an informal place that you can check periodically to see if an error or technical issue that you've experienced is common. Also, you can check for answers you may have been wondering about, or if you just want to discuss something else. We hope to clear up some any/all issues you may have. It is meant as a place to talk to us, so please feel free to check in regularly and comment freely.

We do check a number of blogs and monitor our survey site buzz regularly, so we're aware of some topics that are already under discussion. For example, there is a known browser issue that has affected a small number of users when they attempt to cash out funds. If you're affected by this issue, you should know that it can be easily resolved with an email to our customer support department. We typically can have you cashed out within a few days.

Another item we wanted to let you know about is that we are only open Monday- Friday from 8:00 a.m. - 7:00 p.m. PST, and we'll respond to all emails that arrive over the weekend by Tuesday afternoon at the latest.

Our goal is to make sure you know that we care about providing a great service. Please feel free to contact us regarding anything you may want to know about our surveys. We appreciate your patience with the platform during some early growing pains. We've adapted to the support challenges that our rapid early growth caused and are confident that we can meet your future needs and expectations. If you experience a problem, let us know. If you're pleased with the results of our efforts, please make sure the community knows that, too! Our hope is that this blog will quickly grow into a great medium for talking about new topics and sharing valuable information that helps us make our survey site platform stronger and more popular than ever.


Customer Service