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Welcome to the Nielsen Consumer FAQ page!

Here we hope to provide you with immediate answers to all of your questions.  Please try to find an answer to your question below.  If you cannot find your question, or we did not answer your question, feel free to send us an email.



Compensation

How will I be compensated for my participation?
How long are Nielsen Consumer checks good for?
When can I expect to be compensated for my participation?


New Members

How long does it usually take to complete a survey?
How often can I participate in a study?
How will I be notified of my new survey opportunities?
What if I can't remember my ID or password?
When I send you an email, what information should I include?
When I send you an email, how long can I expect to wait for a reply?
Your survey asks for my email address. I have several, should I provide them all?
Do I have to login on the Nielsen Consumer web site to access my surveys?
Are panelists considered employees of NielsenConsumer.com?


General Participation

Can I update my personal information online?
Do you recruit new members through your website or take referrals?
Have you stopped using e-mail to notify members of their new surveys?
Do you remove panelists for reasons other than survey non compliance?
How long can I be a member of the panel?

Privacy

Are my survey responses ever looked at individually?
Will my personal information ever be given away?
Will you ever try to sell me anything?

Troubleshooting/Technical Issues

If my new survey opportunity is not listed on the web site, what should I do?
If I have to end the survey before completing it, will I have to start over from the beginning?
What should I do if the error message "Interview is no longer active" appears on screen during my survey?
I've noticed an increased frequency of "time out" errors when trying to access my surveys. Any ideas?
Do I need any special browser "Plug-In" controls?
Why do I get a blank screen when attempting to login to the survey?
Why am I getting sent back to the Homepage?
Are your surveys compatible across multiple browsers?
Can I complete my surveys on my iPad or iPhone?
What does the "User name not on file" error mean?
What does it mean when the study I select has a construction page or traffic page?
What should I do if I encounter the error message "Illegal Operation?"


Compensation

How will I be compensated for my participation?
Checks are issued to our panelists as payment for their participation in the Nielsen Consumer surveys.
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How long are Nielsen Consumer checks good for?
The Nielsen Consumer checks are good for a period of 120 days. If you run into difficulty cashing one of our checks, please let us know.
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When can I expect to be compensated for my participation?
Your payment is processed the next business day following your submission of each survey.
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New Members

How long does it usually take to complete a survey?
Length of interview will vary, but  it usually will take about 15 minutes to complete.
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How often can I participate in a study?
Each month, we will send you 1-2 online surveys.
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How will I be notified of my new survey opportunities?
All survey notifications will be sent to you via email. We ask that you check your Nielsen Consumer personal profile using the member login area on the web site to make sure that it contains the correct e-mail address and that any e-mail filters on your computer are set to allow you to receive correspondence from Nielsen Consumer.
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What if I can't remember my ID or password?
We include a reminder of your ID and password in every new survey communication to you. You do not need to worry about remembering or misplacing this information.
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When I send you an email, what information should I include?
It is important to give as much detail about your problem as possible. This should include the study number, at what question or page the problem occurred, if there was an error and if so what was the error message, and if this has happened before. Being as detailed as possible allows my staff and I to handle your issue in a more efficient and timely manner. Also, please be sure to provide your ID or full name. We need to be able to investigate and log your issue in order to track the problem correctly and provide resolution.
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When I send you an email, how long can I expect to wait for a reply?
Our goal is to always respond to your inquiry within 24-48 business hours. Typically, you can expect an even quicker reply, but sometimes a very heavy workload can affect our response time.
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Your survey asks for my e-mail address. I have several, should I provide them all?
No, please provide the one e-mail address that you would prefer us to use to contact you (i.e., one that you check the most frequently).
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Do I have to login on the Nielsen Consumer site to access my surveys?
No, you may access your survey directly via the link provided in the survey invite email. This eliminates the need to login twice.
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Are panelists considered employees of NielsenConsumer.com?
No, panelists are not employees of NielsenConsumer.com. Your participation is always entirely voluntary and you may discontinue your panel membership at any time.
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General Participation

Can I update my personal information online?
Updating your information online is quick and easy to do. Simply go to the Nielsen Consumer website and enter your login information. From there, you can access your personal profile and make any necessary changes.
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Do you recruit new members through your website or take referrals?
Presently, we do not recruit new members through our website. 
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Have you stopped using e-mail to notify members of their new surveys?
Your first survey notification will always come to you by e-mail. If you are not receiving these notices, check to make sure your Nielsen Consumer personal profile contains the correct e-mail address. If your address is correct, we recommend checking the e-mail filter setting on your computer and/or contacting your Internet Service Provider.
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Do you remove panelists for reasons other than survey non compliance?
Yes. We reserve the right to remove members from the panel without notice for variety of reasons. The list below represents reasons for removal; they are subject to change or update without prior notice.

  • Survey cooperation
  • Panel composition maintenance
  • For quality purposes, we replace a random proportion of our panel with new participants on a monthly basis.
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How long can I be a member of the panel?
We are asking you to participate from 1 to 12 months (for quality purposes, we replace a random proportion of our panel with new participants on a monthly basis). However, your participation is always entirely voluntary and you may discontinue your panel membership at any time.
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Privacy

Are my survey responses ever looked at individually?
Your privacy is always respected and the confidentiality of your answers is maintained. Your opinion will be counted along with that of other participants, and your personal information grouped and analyzed with the information of the other survey participants.
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Will my personal information ever be given away?
No. It will be kept completely confidential and will never be sold to any third party. Your personal data is used only for the purpose of our research studies.
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Will you ever try to sell me anything?
No one will ever attempt to sell you anything, and you will never be expected to purchase anything. We value your opinion.
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Troubleshooting/Technical Issues

If my new survey opportunity is not listed on the web site, what should I do?
The e-mail notification of the new survey sent to panelists is a signal that the survey is online and available. However, the link will also be available on your personal profile page on the website. If there is ever a time when you do not see the survey listed on your personal profile page, hold down your control button and click refresh. An old page may have been stored in your computer's memory and it will not update until it is removed. The control/refresh will clear it out allowing you to see the new survey listed.
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If I have to end the survey before completing it, will I have to start over from the beginning?
No. The webserver is designed to allow you to continue at the point of the survey where you originally exited. If it does not, or if the program falsely tells you that you have completed the survey, please contact us and we will reset your ID so that you will be able to complete your survey. However, if the survey quota has been met before you re-enter the survey, you will not be able to complete the study or receive any honorarium.
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What should I do if the error message "Interview is no longer active" appears on screen during my survey?
The "Interview is no longer active" message error typically indicates a technical problem with one of our servers. Should this occur as you are submitting your survey, let us know and we'll be happy to verify the status of the interview; otherwise, simply try again in a few hours.
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I've noticed an increased frequency of "time out" errors when trying to access my surveys. Any ideas?
These difficulties may be connected to settings associated with newer releases of browser software, such as AOL 8.0 and the like. Instead of using the software's built in browser, try accessing the survey using Internet Explorer.
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Do I need any special browser "Plug-In" controls?
Yes. Some of our studies require Flash, which is already on almost everyone's computer. Instructions will be given for installing these "Plug-Ins" at the time when you need them.
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Why do I get a blank screen when attempting to login to the survey?
Make sure you have the most recent upgrade for your browser. If you have the most recent upgrade, your Internet Explorer security settings may need adjusting. If you are unaware of how to adjust your settings or need links to current upgrades please contact us by email.
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Why am I getting sent back to the Homepage?
Some studies open a new/second window. In some instances your pop-up blocker software may be preventing the second page from displaying. If you have software like this installed on your computer, please try adjusting your settings or temporarily disabling it while you complete our survey.
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Are your surveys compatible across multiple browsers?
Yes, our surveys are compatible with browsers such as Internet Explorer, Mozilla Firefox, Google Chrome, Safari, etc. JavaScript must be enabled and many of our surveys require the use of Adobe Flash Player. If you experience problems with certain question types appearing correctly, we recommend upgrading your current browser or using Internet Explorer.
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Can I complete my surveys on my iPad or iPhone?
Many of our surveys require the use of Adobe Flash Player for a variety of reasons. Unfortunately, iPads and cell phone devices (iPhones, Sidekicks, Blackberries, etc) may not be compatible with Adobe Flash Player at this time. Therefore, we ask that our panelists try to complete our surveys using a desktop or laptop computer.
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What does the "User name not on file" error mean?
The "User name not on file" error is typically an indicator of an id not being on the invitation list. Double check that the job selected is the same as the number on your invitation. If you are accessing the correct survey, be sure to type your ID and Password because the copy/paste command can add hidden spaces.
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What does it mean when the study I select has a construction page or traffic page?
A construction page is used when changes are being made to the study. A traffic page is used when a larger number of panelists are participating in studies at the same time. In order to minimize delays or slow downs, the number of panelists are limited at that particular time. In either instance, you should try back in a few hours.
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What should I do if I encounter the error message "Illegal Operation?"
This message is typically associated with low storage space or lack of memory on the computer. Try emptying your recycle bin, temp files and Internet temp files.
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