FAQS

Thanks for your interest

The questions and answers below cover a number of topics that we've been asked about before. If you can't find the answer to your specific question, please email yourvoice helpdesk.

GENERAL

Q: What is yourvoice?

A: yourvoice is comparethemarket.com's online research community made up of people like you that want to get involved with what they offer their customers. yourvoice gives you the opportunity to feedback on a variety of topics; these can range from products and services to ideas that comparethemarket.com may have.

Q: Who is Verve?

A: Verve Partners Limited ("Verve") is an independent market research company that specialises in building and managing online communities. comparethemarket.com has commissioned Verve to manage yourvoice. Verve is responsible for the maintenance of the community panel website, setting up and managing research activities such as surveys and discussions, and community administration. Further information about Verve can be found at www.addverve.com.

Q: What information is required to join yourvoice?

A: We'll ask you a few simple questions including basic contact information, gender, age and details on the comparethemarket.com services you use. This will create your member profile and we'll use it to ensure your experience as a yourvoice member is relevant to you.

Q: How long will I remain on the community?

A: As long as you want. You can leave at any time using the unsubscribe button at the bottom of the emails that you'll receive from us. Alternatively you can email us here asking to be unsubscribed.

Q: Will yourvoice be used for marketing purposes?

A: It won't be used for marketing purposes or to sell products and services.

Q: I've not been invited to participate in any surveys for a while

A: If you haven’t had an email for a while please make sure they haven't been filtered into your junk mail or spam folder.

We try to ensure we only send you surveys that are relevant for you and are based on the needs of the business, so it may just be recent surveys weren't right for you. We do include as many members as possible and have regular questions available on the yourvoice site, which all members can fill in.

Q: Can I see the results of surveys I've taken part in?

A: We're aiming to provide regular updates on how we have used your responses. We won't always be able to provide updates on everything, but all results are shared with the appropriate business department.

Q: Do I need special computer hardware or software to participate?

A: All activities on yourvoice are designed to run quickly and easily on most computer systems (i.e. on most computer systems, tablets and mobile phones). All you need is:

  • Access to a recent version of one of the common internet browsers.
  • An email account.
  • A web camera and sound card (this is required for some of the more interactive community features, but is not compulsory for community membership).

Q: Will I incur data usage charges from my mobile network provider for using yourvoice on a mobile device?

A: Internet access is needed to access yourvoice (either via website or App). If you choose to access yourvoice through a mobile device charges may be incurred by your network provider based on your mobile device’s data usage package. To avoid data usage charges, using a Wifi connection is recommended.

COMPLETING SURVEYS

Q: How often will I receive surveys?

A: You will be given regular opportunities to take part in surveys which are relevant to you.

Q: How do I complete a survey?

A: You'll be e-mailed a unique URL address for each survey you're asked to complete. Simply click on the URL included in the email or cut and paste the address into a web browser and complete the survey form online. You can also login to yourvoice and check if there are any new research activities available to you.

Q: How long will I have to complete each survey?

A: Usually between 3 days and one week. We'll provide the closing dates with each survey invitation.

Q: How many surveys do I have to complete?

A: We'd love you to participate in as many as you can. There's no minimum or maximum, but we may review the membership of yourvoice for members that don't participate.

Q: How can I be sure you got my responses?

A: Click on the survey link when you're finished and a message stating that you've already completed the survey will appear.

Q: What if I have questions about completing a survey?

A: We make every attempt to respond quickly to member enquiries, and are committed to maintaining a high level of service. On average, we try to respond to messages to the helpdesk within a maximum of 48 hours (if an enquiry is submitted during normal office hours), and on the next available working day (if the enquiry is submitted on the weekend or a bank holiday).

Q: What if I do not know how to answer certain survey questions?

A: Alongside all of our questions there should be an explanation which clearly states how the question should be answered. If this explanation is not clear, please email our support team to let us know, by clicking on the ‘Need more help?’ link.

Need more help?

Q: What if I am not able to complete / submit the survey you have emailed me?

A: Have you filled in all survey fields?

To submit a survey, all required fields need to be filled in – so please double-check that you have completed all required rows and columns.

Have you only used whole numbers when entering numerical data?

Surveys can only take whole numbers, so please check also that you have used only whole numbers when entering numerical data (e.g. 99 but not 99.99).

Other:

If you have checked all of the above, and are still having trouble completing or submitting a survey, please email our support team by clicking on the ‘Need more help?’ link.

Need more help?

Q: How are the results of the research used?

A: We will use the research and information you give us to support comparethemarket.com in developing their products and services to better meet your needs. We may publish survey results in the press or use them in our internal marketing materials. All results will be published at an aggregate level and will be kept anonymous. More details can be found within the Privacy Policy.

PRIVACY

Q: What rights do I have as a yourvoice member?

A: We really value your participation in yourvoice and are committed to your right to privacy. You should read both our Privacy Policy and our Terms & Conditions for more information on how we protect your privacy.

Q: How will comparethemarket.com make sure that my details are kept secure?

A: Verve, our selected third party provider, has been through a rigorous information security process. As the yourvoice website is separate to our main comparethemarket.com website, you'll sign up to yourvoice separately and no information will be shared between the two sites, this includes email addresses. Also all logins to the website are completed via a secure site with SSL encryption.

Q: Will my answers to surveys and other activities always be used anonymously?

A: We adhere to the Market Research Society Code of Conduct, so individual responses to surveys will not be shown. All responses are aggregated and anonymised unless you've specifically given consent to be individually identified.

Q: Will my profile information be sold to other companies?

A: No, all information is strictly confidential and privacy is guaranteed. Your details will never be sold, exchanged, or distributed to any other party without your express acknowledgement. All of our third party suppliers go through a stringent vetting process. See our Privacy Policy for complete details.

LOG IN AND PASSWORD PROBLEMS

Q: When I try to log in, I receive an 'Invalid email address or password' message

A: Usernames and passwords are case sensitive, so make sure the caps lock is turned off. Check that you're using the email that you registered with. If you still can't log in,  please email our support team to let us know, by clicking on the ‘Need more help?’ link.

Need more help?

Q: What if I forget my password?

A: If you can't remember your password, click on the “Forgotten your password” button on the login page and it will be emailed to you. If you still have problems  please email our support team to let us know, by clicking on the ‘Need more help?’ link.

Need more help?

Q: How do I change my details with comparethemarket.com?

A: To change your account or personal details with comparethemarket.com you will need to contact them directly. Please click here for details of how you can do this. Please note that if you change any personal details with comparethemarket.com these won't be updated on yourvoice.

CUSTOMER SERVICE ISSUES

Q: How do I make a complaint?

A: If we haven't met your expectations then please let us know by emailing us here. We'll do our best to resolve any issues as quickly and fairly as possible.

Q: I have a customer services issue regarding comparethemarket.com

A: The technical support team at Verve can only help with questions about the yourvoice website or surveys. If you have any issues with your comparethemarket.com account or service please contact comparethemarket.com directly by clicking here. For any queries regarding meerkats, please click here.

Q: I have a suggestion for the yourvoice website

A: If you think we can improve how we do things in our surveys or the yourvoice website, then we want to know. Click here to let us know what you think.

TECHNICAL ISSUES

Q: I can't log in

A: If you've just joined the panel and not yet received a confirmation email you'll not be able to log in to the panel. Please check your inbox and click the link in your confirmation email to complete your registration to gain access to the panel.

If you're already a member of the panel, please make sure you don't enter extra blank spaces when typing/pasting in your email address or password. The password is also case sensitive.

You'll be able to change your password once you're logged into the portal by clicking on 'My Profile' at the top of the screen by the logout button.

Q: I cannot remember my password or my password does not work

A: If you can't remember your password, simply enter the email address you registered with into the email address box on the login page and click on the 'Forgotten your password' button.

A temporary password will be sent to you via email. You'll be able to change your password once you've logged into the portal by clicking on 'My Profile' at the top of the screen by the logout button.

Please make sure you don't enter extra blank spaces when typing/pasting in your email address or password. The password is also case sensitive.

Please note, we strongly recommend that you avoid clicking the 'Forgot Password' button more than once as each time the button is clicked, a new password is generated and emailed to you. Passwords can take up to 20 minutes to arrive, depending on your email provider. If your password doesn't arrive it may be that you entered an email address which is not identical to the one you registered with or could be in your junk mail or spam folder.

Q: I did not receive my confirmation email or I am not receiving emails from you

A: Depending on your email provider and your personal email settings, some emails sent from an automated system may be diverted directly into your junk mail or spam folder. To avoid this situation, you can add our email address to your safe sender list, safe recipient list, white list (different names are used by different email providers) or to your address book. If you have checked your junk mail folder and have not been able to find a copy of your confirmation email, please contact support.

Q: My page is blank, not loading or I cannot move to the next page

A: Please allow two minutes for the page to load. The page may take a few minutes to load depending on your connection speed.

Refresh the page: try to either restart, or click the refresh/reload button on your browser, in most cases this will load the question properly and will allow you to complete the survey.

Ensure you have a current version of Adobe Flash. To ensure your browser is working correctly with Flash, go to the link below, check your version number and follow any instructions on this page to install or update Flash : http://www.adobe.com/software/flash/about/

If your browser has any add-ons that block Flash such as Click2Flash, Flashblock, Adblock or Privoxy, please turn these applications off or allow an exception to allow our system to access Flash.

Finally, if you have another browser on your computer, try to access the survey on that browser to see if that makes a difference.

Q: I would like to update my email address / password

A: To change your email address on yourvoice please click here. This will allow you to modify your email address or password. Please ensure you choose a new password that includes 7 characters or more and at least one number. The password is case sensitive and must not include any spaces.

If you change any personal details on yourvoice these won't be updated on your comparethemarket.com account and vice versa. Please click here to go to comparethemarket.com for contact details.

Q: Did you receive my survey responses?

A: Most likely, we received your survey responses, but you can confirm this for yourself in one of the following ways:

  • Click on the survey link when you're finished and a message stating that you've already completed the survey will appear.
  • You can log into the panel and look under 'Take a Survey' to see if see if the survey is still pending.
  • If you were returned to the panel portal page after completing a survey, this also means your responses were submitted.

Q: I would like to unsubscribe

A: You can leave at any time using the unsubscribe button at the bottom of the emails that you'll receive from us. Alternatively you can email us asking to be unsubscribed.

Q: I have questions or feedback not related to yourvoice

A: You'll need to raise these directly with comparethemarket.com. Please click here to be directed to the website.

Q: Other technical errors

A: If you experience any other technical errors related to yourvoice, or the surveys and research activities we ask you to complete, please email the helpdesk.

If you have any questions related to comparethemarket.com products or services you receive, please contact comparethemarket.com Customer Service directly.

If you are having problems which are not covered by the previous categories, please email our support team by clicking on the ‘Need more help?’ link below.

Need more help?