Frequently Asked Questions

Here are answers to some of the questions we are most frequently asked. We have divided them by category for your convenience. If you have any other questions, or simply want to provide some comments, please feel free to email us.

About Participation

Technical Difficulties or Errors

Compensation/Incentive Payments

General Questions

About Participation

  • How long does it take to be matched up with a research project?

  • How long does it take to complete a Special survey? An Open survey? An online focus group?

  • Is there any way to be automatically notified about new Open and Special surveys?

  • Why was I asked to participate in a study last month, but I have not been asked to participate in one this month?

  • How often can I participate in research studies?

  • For how long are your surveys generally posted?

  • Can more than one person sign-up using the same e-mail address?

  • Why do I have to complete information in qualification surveys after I already provided information in the Sign-Up survey?

  • I was sent a message telling me I do not qualify for a project. What does this mean?

  • Why am I not able to find the results from the paid research project I participated in?

  • What if I decide I do not want to be part of the Speedback Online Research Center database anymore?

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    Technical Difficulties or Errors

  • What if I accidentally send in my sign-up or a survey before I have completed it?

  • What if I have a technical problem with a survey?

  • Why do some browsers work better than others during online focus groups?

  • Why does my screen blink during online focus groups?

  • Why do I have to manually refresh my screen during online focus groups?

  • I have been invited to participate in an online focus group. What if I run into unforeseen technical problems? Is there a telephone number to call?

  • I downloaded your survey but I received an incomplete form. The check-off boxes are missing for the last few questions and there is nowhere to type my name and address. What happened?

  • Did you receive my survey? I am not sure if I sent it correctly.

  • I tried to sign-up but I got a message saying I had already registered. I know I have not. What's going on?

  • I tried to access the survey and the site said the survey has closed. Is this an error?

  • I submitted a survey and got the following response: "Some of your entries appear to be blank, and thus were not sent to our Webmasters. Please re-enter your entries or return to our home page." I am sure I answered everything I was asked. What happened?

  • I have had some troubles with my provider's server "timing out" before I could complete a survey. Any suggestions?

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    Compensation/Incentive Payments

  • How long does it take to get my incentive?

  • What if I take a survey and never receive the promised incentive?

  • Why aren't all incentives paid as cash?

  • I live outside of the United States. Can I still participate? How will you compensate me?

    Return to main menu

    General Questions

  • What do you do with the profile information that is provided when someone registers with Speedback?

  • I've lost my password. Can you tell me what it is?

  • Your surveys ask for my e-mail address. I have several. Should I provide them all?

  • Your surveys ask what type of computer I own and use. I own/use several. How should I answer this question?

  • Is there a way to update information given in the Sign-Up survey (i.e. address, employment information, income)?

  • What is a focus group?

  • What if I find a mistake, a typo, or an inactive link on your Web site?

  • What if I have a complaint? To whom can I complain?

  • Do you have any job openings?

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    About Participation

    How long does it take to be matched up with a research project?

    It may take anywhere from a few days to a few months to be matched up with a project that suits your interests. Timing depends on the projects we have available.
    Return to About Participation

    How long does it take to complete a Special survey? An Open survey? An online focus group?

    The length of time varies for each project, but we try to keep all of our projects as brief as possible. On average, Special surveys take less than twenty minutes to complete. Open surveys are much shorter and can be as quick as 5 - 10 minutes. Our online focus groups generally last for an hour and a half. In all cases, an estimated length of time will be provided to you up front so you will be able to decide if you would like to participate.
    Return to About Participation

    Is there any way to be automatically notified about new Open and Special surveys?

    Every 2-3 months you will receive an electronic Research Alert newsletter. The newsletter will inform you of all upcoming projects. From time to time we will send a special alert to inform you of a particular project.
    Return to About Participation

    Why was I asked to participate in a study last month, but I have not been asked to participate in one this month?

    Given the large number of people who have registered to participate in our research programs, we have to give everyone who qualifies a fair chance to take part. It will only be a matter of time before we are in touch with you with a new opportunity.
    Return to About Participation

    How often can I participate in research studies?

    You may answer an Open survey at any time. Our clients may set restrictions on the amount of time that must pass between participation in research studies. This varies from project to project and could be anywhere from 2-6 months.
    Return to About Participation

    How long are your surveys generally posted?

    Our surveys are generally posted for 2 weeks, but the lifespan of a survey varies. We have some surveys that are posted for a few days, and some that are posted for 24 hours. If there is a tremendous response to a particular survey, it may be closed the day after it is posted. Once we have collected the data needed by the client, we are required to close the survey. We will always tell you the time requirements when we invite you to participate in a survey.
    Return to About Participation

    Can more than one person sign-up using the same e-mail address?

    Yes and No. Only one person may register per e-mail address. However, when you register, we ask for information about other members of your household. We have projects for all age groups and strongly encourage everyone in your household to participate. We will e-mail you when we have projects that are pertinent to the information you provided at sign-up.
    Return to About Participation

    Why do I have to complete information in qualification surveys after I already provided information in the Sign-Up survey?

    There are two reasons we ask you to provide information for qualification surveys. First, the information you provided at the time of sign-up may have changed. We want to make sure we have the most current and accurate information. Second, the information on a qualification survey may be more in-depth than the information you provided on the Sign-Up survey.
    Return to About Participation

    I was sent a message telling me I do not qualify for a project. What does this mean?

    If you do not qualify for a particular project, it simply means the project is not perfectly suited to some of the information you provided in your profile. Rest assured, we will contact you again in the future! Also, for every project we execute, we enter the names of our respondents who do not qualify into a drawing. This gives you another random chance to win a prize.
    Return to About Participation

    Why am I not able to find the results from the paid research project I participated in?

    The for-incentive projects are privately sponsored. Information from these studies is the sole property of the sponsor, who uses the information to make new or better products and services to better meet your needs. Making this information "public" would mean giving valuable information to the sponsor's competitors, which isn't practical.
    Return to About Participation

    What if I decide I do not want to be a part of the Speedback Online Research Center database anymore?

    Email us at info@Speedback.com. Please include your full name and your e-mail address.
    Return to About Participation

    Technical Difficulties or Errors

    What if I accidentally send in my sign-up or a survey before I have completed it?

    If you accidentally sent your sign-up, or a survey, before it was completed, please e-mail us at info@Speedback.com. Please include your full name and your e-mail address. We will delete the first attempt and you can resubmit!
    Return to Technical Difficulties or Errors

    What if I have a technical problem with a survey?

    If you experience a technical problem, please e-mail us at info@Speedback.com. Please be as specific as possible when describing the problem. Please tell us which browser (including the version number) you are using. We will promptly respond and try to help you determine what the problem is.
    Return to Technical Difficulties or Errors

    Why do some browsers work differently than others during online focus groups?

    Our online focus rooms are set up using frames. Browsers that support frames serve you better during an online focus group because they will automatically update your screen with new comments. Browsers that do not support frames will not automatically update your screen and you will have to manually refresh your screen to see new comments. Both types of browsers will allow you to participate, but we highly recommend using a browser that supports frames. Examples of browsers that support frames are Netscape 2.0 or higher and Microsoft Internet Explorer 3.0.
    Return to Technical Difficulties or Errors

    Why does my screen blink during online focus groups?

    The blinking is a refresh process. As new comments are added to the discussion, the screen blinks so you will see them. The blinking occurs approximately every 7 seconds.
    Return to Technical Difficulties or Errors

    Why do I have to manually refresh my screen during online focus groups?

    Our online focus rooms are set up using frames. Browsers that support frames serve you better during an online focus group because they will automatically update your screen with new comments. Browsers that do not support frames will not automatically update your screen and you will have to manually refresh your screen to see new comments. Both types of browsers will allow you to participate, but we highly recommend using a browser that supports frames. Examples of browsers that support frames are Netscape 2.0 or higher and Microsoft Internet Explorer 3.0.
    Return to Technical Difficulties or Errors

    I have been invited to participate in an online focus group. What if I run into unforeseen technical problems? Is there a telephone number to call?

    If you are scheduled to participate in an online focus group and have technical problems that leave you unable to attend, please call 1-415-242-5202 to let us know.
    Return to Technical Difficulties or Errors

    I downloaded your survey but I received an incomplete form. The check-off boxes are missing for the last few questions and there is nowhere to type my name and address. What happened?

    From time to time a survey may not completely download to your computer. This is often caused by factors that are beyond our control, such as interference on the Internet lines and poor weather conditions or storms in your area. Incomplete downloading is often the case during your service providers busiest hours. We always recommend you scroll down to make sure the entire survey has loaded before you begin answering the questions. You will know if the entire survey has loaded if you see the Submit button used to submit your survey.
    Return to Technical Difficulties or Errors

    Did you receive my survey? I am not sure if I sent it correctly.

    After you send a survey, you will see a confirmation screen thanking you for your participation and confirming your survey was sent correctly. If you did not see a confirmation screen, or are still unsure, please e-mail us at info@Speedback.com. Please include your full name and e-mail address in the message. We will promptly respond.
    Return to Technical Difficulties or Errors

    I tried to sign-up but I got a message saying I had already registered. I know I have not. What's going on?

    In some cases, people accidentally submit the sign-up survey without realizing it because the "Enter" or "Return" key submits the survey. We understand using these keys is a natural response and can be confusing. If you receive a message stating you have already registered, and you have not, please e-mail us at info@Speedback.com. Please include your full name and e-mail address. We will promptly respond.
    Return to Technical Difficulties or Errors

    I tried to access the survey and the site said the survey has closed. Is this an error?

    Our surveys are generally posted for 2 weeks, but the lifespan of a survey varies. We have some surveys that are only posted for a few days, and some that are only posted for 24 hours. If there is a tremendous response to a particular survey, it may be closed the day after it is posted. Once we have collected the data needed by the client, we are required to close the survey. We will always tell you the time requirements when we invite you to participate in a project.
    Return to Technical Difficulties or Errors

    I submitted a survey and got the following response: "Some of your entries appear to be blank, and thus were not sent to our Webmasters. Please re-enter your entries or return to our home page." I am sure I answered everything I was asked. What happened?

    You must enter your primary e-mail address in the first field. If you do not enter your address, the system wil not accept your survey. E-mail address is the only required field.
    Return to Technical Difficulties or Errors

    I have had some troubles with my provider's server "timing out" before I could complete a survey. Any suggestions?

    When it comes to local server issues, we recommend contacting your local service provider. Many factors beyond their control (storms, problems with telephone lines, connection problems with the Internet Service Provider) may contribute to server problems.
    Return to Technical Difficulties or Errors

    Compensation/Incentive Payments

    How long does it take to get my incentive?

    Incentives are sent two weeks after the close of a project. If you participate in a survey on the first day it is posted, and it is posted for two weeks, please keep in mind incentives will be sent two weeks after it closes. This may be one month after you have taken the survey.
    Return to Compensation/Incentive Payments

    What if I take a survey and never receive the promised incentive?

    Our goal is to eliminate this type of question. Speedback honors all of it's commitments. If, for some reason, you have not received your incentive, please e-mail us at info@Speedback.com. We will check our records and correct any issues immediately.
    Return to Compensation/Incentive Payments

    Why aren't all incentives paid as cash?

    We find respondents enjoy the range of different incentives that are provided. Additionally, we are often able to provide incentives of higher "retail value" when they are in the form of goods and services, rather than in cash.
    Return to Compensation/Incentive Payments

    I live outside of the United States. Can I still participate? How will you compensate me?

    Yes! We encourage people all over the world to participate in our research projects. We have a variety of compensation methods available. We will review incentive gifts with you and compensate you in a way that suits your situation.
    Return to Compensation/Incentive Payments

    General Questions

    What do you do with the profile information that is provided when someone registers with Speedback

    That information is stored in our proprietary database so we may call upon it to determine which people match up with which research studies. Your profile information is highly confidential and will be used by our company only for market research purposes.
    Return to Compensation/Incentive Payments

    I've lost my password. Can you tell me what it is?

    Each new study warrants a new password! Speedback does not require you to remember a password from project to project. We will always provide you with a new password well in advance of a new study.
    Return to General Questions

    Your surveys ask for my e-mail address. I have several. Should I provide them all?

    No need to list all of your e-mail addresses. Please provide your PRIMARY address only. Your primary e-mail address is the address you use (or log on with) most often. This helps us keep better track of you, your participation and your compensation.
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    Your surveys ask what type of computer I own and use. I own/use several. How should I answer this question?

    There are two ways to answer this question. You can select the computer you use MOST OFTEN, or you can choose the "other" option and type in all computers that pertain to you.
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    Is there a way to update information given in the Sign-Up survey (i.e. address, employment information, income)?

    If you would like to change any information provided in your Sign-Up survey, please feel free to e-mail us at info@Speedback.com with the changes. We will be happy to make the changes for you on our end!
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    What is a focus group?

    An online focus group is an interesting and fun opportunity to meet with a small group of people who have interests similar to your own to discuss relevant issues. All online focus groups are conducted in a private chat room, led by an experienced Speedback moderator who aids in the discussion.
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    What if I find a mistake, a typo or an inactive link on your Web site?

    Although we strive to be perfect at Speedback, we do make a few mistakes. If you find a typo, mistake or inactive link on our Web site, we'd like to know about it! Please e-mail us at info@Speedback.com with the error. Thank you!
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    I have left a message for you that you have not responded to yet - why?

    We try to get to our messages as soon as possible. We recognize you are our "customers" and require quality customer service. On average we try to respond to messages within 2 working days - and usually not more than 3 working days in extreme cases. Please be patient; you might try forwarding your message a second time, in case it didn't get through the first time.
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    What if I have a complaint? To whom can I complain?

    If you ever have any questions, concerns, comments or complaints, we would like to hear them. We can always be reached at our e-mail address info@Speedback.com. Please be as specific as possible. We will promptly respond to your message. If you have any suggestions to improve our site, please feel free to provide them to us. We can always be reached at our e-mail address info@Speedback.com.
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    Do you have any job openings?

    Sometimes we do. Send us your resume!
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