Frequently Asked Questions

Please visit our support FAQ’s below to learn more about the community or to troubleshoot issues. If you don't find what you're looking for, please don't hesitate to reach out to your dedicated support team at support@maruvoiceuk.co.uk .

 

General

Why should I become a Maru Voice UK member?

 Membership with Maru Voice UK means you’ll be able to participate in surveys and discussions on a variety of topics. Members’ collective feedback is shared anonymously with the companies and policymakers who shape our country’s future – your opinions will make an impact! And as a thank you for participating you’ll be rewarded with points and entries into contests.

Who can join Maru Voice UK and how do I join?

To join Maru Voice UK, you must be willing to be part of an online research community composed of fellow Britons who want to voice their opinions, and be willing to take part in at least one survey every three months.

How are Maru Voice UK survey results used?

We are commissioned to design and oversee research to help our clients learn more about the values, attitudes, tastes and preferences of Britons. Our clients come from both the private and public sectors including the media, government bodies, not-for-profit groups, and private companies and your feedback helps these clients make more informed decisions based on what is important to Britons like you.

 

Registration & Account Updating 

How do I unsubscribe?

Simply click the unsubscribe link at the bottom of all communications sent to you by Maru Voice UK or send an email to support@maruvoiceuk.co.uk with ‘Unsubscribe’ in the subject line.

How do I update my profile?

To change your password, email address, or update your profile information, please login to the member portal, click the Profile button in the navigation bar, click “Update Profile” near the bottom of the page, and then follow the directions.

I recently moved and want to update my Postcodes

Once you are logged into the Member Portal at www.maruvoiceuk.co.uk , click on “Profile” in the top navigation bar. You can update your email here, or you can click "Update Profile" near the bottom of the subsequent page to update your core profile (postcodes, education, etc.).

I haven’t been receiving any emails or surveys

After a survey is launched, you will receive an email invitation with instructions to access the survey. If you are not receiving any invitations it may be worth making sure that they are not being diverted into your Spam or Junk Mail folder. To ensure this does not happen, please add support@maruvoiceuk.co.uk to your safe sender list. 


All live surveys to which you are invited are also available in the member portal: log in at www.maruvoiceuk.co.uk  and look under the “Surveys” heading. 

Keep an eye out for the monthly Mosaic survey as these will help ensure we know your profile is a fit with upcoming surveys.

I have signed up but haven’t received a confirmation email

It’s possible the email went to your Junk Mail folder. Please check your Junk Mail folder for this email: Final Step to Maru Voice UK. If it ends up being there, please add this email to your safe list: support@maruvoiceuk.co.uk 

If it’s not there, please contact us at support@maruvoiceuk.co.uk

 

Rewards

What do I get for completing surveys?

As a thank you for each survey you take, you will be rewarded with points or entries into contests to win cash or other rewards.

What are points and how do I redeem them?

Points are the reward system that we use in the community. You collect points for surveys and projects you complete and then you can redeem them once your account reaches a certain balance. 

Most of our surveys award between 50 and 500 points if you qualify and complete them. We'll always let you know in the survey invitation how much you'll receive for completing it, or if instead you will receive entries into a contest draw. The amount is generally based on what's involved in taking the survey—for example, if it is longer in length, or more complex, we'll award a more for its completion. 

When you reach 1000 points in your member account you can redeem this for a £10 denomination of one of the following options: 
- Amazon gift e-card
- iTunes
- Your choice of a different £10 gift card

You can view your current balance of points, as well as your Participation History, via Maru Voice UK Member Portal once you are logged in as a member at www.maruvoiceuk.co.uk .

Where is my points balance?

Once you are logged into the Member Portal at www.maruvoiceuk.co.uk , click on ‘Rewards’ along the navigation banner, then click or ‘Survey Points’ in the subsequent page.

Your points balance will be displayed on the left-hand side of the page. 

How do you decide what to pay for each survey?

We try to ensure that the amount we pay for each survey is appropriate given factors such as survey length or complexity.
Points are specific to each survey you complete so 'Survey A' might be worth 200 points, 'Survey B' could be for 50 points and 'Survey C' may be a contest draw entry.

How long after completing a survey will it take for my account to be credited with points?

Most points for completed surveys are credited to your account shortly after completion, however there are some exceptions.

If you do not see the points for a completed survey within 24 hours of completion, please email support@maruvoiceuk.co.uk and provide details of when you completed the survey and the survey name, and we will be happy to look into it for you.

How long will my points be available for me to spend?

Points will remain in your account as long as you are active in the community. If you are inactive in the community in excess of 5 consecutive months, we reserve the right to terminate your account and remove any remaining point balance. Please see the Terms and Conditions page for more information.

About Surveys

My responses were not relevant for a survey

There a couple reasons you might not have been able to complete any given survey that was sent to you: 

1.) In certain studies, we require certain categories to be filled in order to obtain a picture that is representative of the population. Once the categories are filled, we are unable to accept any more answers.

2.) Other studies require responses from a very specific subset of people. By completing the monthly Mosaic survey, you will increase your chances of getting studies that are more relevant to you, therefore increasing your chances of earning more points! 

3.) Another reason why you might be unable to complete a survey is when the survey quota has been reached. Every survey we send out has an overall maximum number of responses needed, and if that maximum is reached before the time it’s due to close, we will not be able to accept any more answers. 

In any case, you’ll be entered into our contest draw as a token of our appreciation for your participation. 

Why do I sometimes get asked questions which I have already answered in previous surveys?

From time to time, you may feel you are being asked similar questions that you already answered in a previous survey. In some cases, we need to ensure we're collecting your most current response or opinion on a particular subject which may have changed from a previous response. In other cases, we track various opinions over time to understand how things may be changing.

How do I complete a survey?

You will receive emails inviting you to take surveys. Each survey invitation will contain a unique link which you can click on or paste into your browser’s address bar to access the survey.

For how long do surveys remain open?

We try to give members plenty of opportunity to answer surveys, and the email invitation will state if there is a pre-determined close date/time for any given survey. However, sometimes we need to gather opinions quickly and surveys will only remain open for a short time (e.g. when we are asking about a current issue where events may change quickly, when clients need a speedy ‘snapshot’ of public opinion, etc.).

How many surveys will I get to complete?

Typically, you will be invited to between one and four surveys each month. We encourage you to take part in all the surveys to which you are invited, but your participation is completely voluntary. In order to be considered an active member of Maru Voice UK we ask that you participate in at least one survey every three months.

A survey closed before the ‘close date’ in the invitation

In certain studies, we are required to set quotas within certain categories in order to obtain a picture that is representative of the general population. Once the number of completed answers is reached in a particular category, we are unable to accept any more answers, which is why the study will be marked as closed prior to the deadline of the survey. All the people who completed the survey before it is closed will be credited with points or contest entries. 

We try to invite the right number of people so that not too many will be prevented from answering; however, it’s not an exact science.

What happens if I start the survey on my smartphone, then decide to complete it on my desktop (or vice versa)?

The system automatically detects the device being used, so the version of survey displayed is based on the device detected. You can easily start the survey on your smartphone, then resume the survey where you left off via your desktop and vice versa.

Can I take a survey without downloading a mobile app?

Absolutely! We use mobile web technology such as HTML5 in order to make it as easy as possible for you to participate in surveys using your mobile phone without downloading a survey app.

What are “Profilers” and the “Mosaic” and why should I complete them?

Profilers are surveys on specific topics that ask questions about you (e.g. your use of mobile devices, how you consume media, how often you go shopping, etc.). The Mosaic is also designed to find out more about you, but it consists of a variety of topics designed specifically by our clients that month.

We will send you these surveys 1-2 times per month. The more we know about your interests, the more relevant surveys we can send to you.

What are Partner Surveys?

From time to time, Maru Voice UK members are invited to participate in surveys conducted by one of our ‘Network Partners’ – a client with whom we’ve established a trusted working relationship. Members are selected for these partner surveys based on meeting the criteria required for the survey. Invited members are then directed to a separate site to complete the partner survey.

Once completed, members will be redirected back to Maru Voice UK with the opportunity to provide feedback and comments. Your results are still anonymous and survey partners do not get access to any personal information such as your name or email.

 

Technical Questions & Issues

Which mobile devices support Mobile Surveys?

The following “touch” interfaces are supported:

iPhone iOS v3.0+
Android OS v2.2+
Blackberry OS v6.0+
Windows phone OS v7.5+

The following no-touch mobile devices are also supported:
Windows phone OS v7
Blackberry OS v4.6+

If your tablet has Flash installed you will be able to take the mobile survey on your tablet.

All unsupported devices will default to the non-touch survey experience.

What browsers and operating systems do you support?

Desktop browsers

Browser

Operating System

Windows

Mac OS X

Linux

iOS for iPad

Internet Explorer (IE)

8 or higher

N/A

N/A

N/A

Firefox

4.0 or higher

4.0 or higher

4.0 or higher

N/A

Safari

5.0 or higher

5.0 or higher

5.0 or higher

4.2 or higher

Chrome

7.0 or higher

7.0 or higher

N/A

N/A

Mobile devices - Touch

Operating System

Requirements

Apple iOS

iOS 3.0 or higher with default browser

Android

Version 2.2 or higher with default browser

Blackberry

OS 6.0 or higher with default browser

Windows Phone

OS 7.5 or higher with default browser

Mobile devices - Non-touch

Operating System

Requirements

Apple iOS

iOS 3.0 or higher with default browser

Android

Version 2.2 or higher with default browser

Blackberry

OS 4.6 or higher

Windows Phone

OS 7 or higher


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

Please allow up to a few minutes for the page to load. The page may take a few minutes to load depending on your connection speed and other factors.

If the survey is still not loading, please try the steps below:

1. Refresh the page
Please try to either restart the survey (it should take you back to the right question), or click the refresh button on your browser. In most cases, this will load the question properly and will allow you to complete the survey.

2. Update your browser or change your browser
Old versions of browsers, especially Internet Explorer might not be supported anymore and require an update. If you have one installed we would also recommend to try another browser (i.e. Firefox or Google Chrome) to access the survey to see if that makes a difference.

3. Ensure Adobe Flash is installed or up to date and working
This survey might rely on Adobe Flash to display some questions. To ensure your browser is working correctly with Flash, go to the link below and follow the instructions on the page: http://www.adobe.com/software/flash/about 

Please also make sure Flash is properly activated. You can find instructions for multiple browsers here: http://helpx.adobe.com/flash-player.html

4. Ensure JavaScript is installed or up to date and working
In addition to Flash this survey might also rely on JavaScript to be running correctly. Please make sure it is activated and running. Go to the link below and follow the instructions on the page: http://www.enable-javascript.com/ 

5. Clear your temporary internet files
Sometimes parts of a website are stored in your computer memory, and may conflict with new updates on the website. Clearing the temporary internet files may allow the new content to display properly. Please follow the link below for instructions on how to perform this action for your browser:http://www.wikihow.com/Clear-Your-Browser’s-Cache

Parts of a survey question are not loading or are not accepting my input

If you encounter a survey question that is not loading completely or is not accepting your responses there might be an issue with your version of Adobe Flash or your browser. 

Please try the steps below: 

1. Ensure Adobe Flash is installed or up to date and working 
This survey might rely on Adobe Flash to display some questions. To ensure your browser is working correctly with Flash, go to the link below and follow the instructions on the page: http://www.adobe.com/software/flash/about 

Please also make sure Flash is properly activated. You can find instructions for multiple browsers here: http://helpx.adobe.com/flash-player.html 

2. Update your browser or change your browser 
Old versions of browsers, especially Internet Explorer might not be supported anymore and require an update. If you have one installed we would also recommend to try another browser (i.e. Firefox or Google Chrome) to access the survey to see if that makes a difference. 

3. Clear your temporary internet files
Sometimes parts of a website are stored in your computer memory, and may conflict with new updates on the website. Clearing the temporary internet files may allow the new content to display properly. Please follow the link below for instructions on how to perform this action for your browser:http://www.wikihow.com/Clear-Your-Browser’s-Cache

What do I do if a question does not load properly or the "Next" button does not respond?

If you find that a question is not fully loaded or the ‘Next’ button is not responding, please try the following:

a) Click the refresh button on your browser. In most cases, this will load the question properly. 

b) Ensure Adobe Flash is installed or is up to date and working.

Our surveys rely on Adobe Flash to display some questions. To ensure your browser is working correctly with Flash, go to the link and follow the instructions on the page: http://www.adobe.com/software/flash/about/

I received an invitation, but when I click on the link all I can see is a blank Maru Voice UK webpage

You may need to update to the latest version of Flash player. Even though you may already have the plug-in on your computer, it is recommended you keep the player up to date to improve performance and stability. You can download upgrades by clicking on the link below:

‚Äčhttp://get.adobe.com/flashplayer/

Please note these pages may take longer to load than a standard static page if you are on a dial-up connection.

I started my survey but can’t finish it when I try to return to it later. Why not?

Always check your Participation History in the portal to see which studies are still 'Active' and which ones are 'Closed'. If you have any issues with re-accessing a survey please let the Support Team know so we can fix the error, and remember to include the Survey Code from the initial survey invite (usually begins with three letters).

I am using a mobile device and can’t proceed.

Although we aim to provide access to surveys on portable devices such as tablets or smartphones, certain types of questions may not be fully supported by these devices due to the usage of Flash and JavaScript. If there is a survey that you are unable to complete then please try accessing it with a desktop or laptop computer if available. 

If this does not resolve your issue, please contact support at support@maruvoiceuk.co.uk .

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