Kantar - Royal Mail Monitoring and Posting Panel

Schnurrbart

Primrose wrote: »

I was supposed to be starting a new General survey in December, lasting nearly six months but have yet to receive any material, even test items for training although I,ve done several of these surveys before.

Anybody else in the same position?

Hi Primrose, not exactly the same position, but I've just done two weeks of training followed by nothing to post this week or next. I asked Kantar TNS, and they told me that I'd start to receive survey items in the new year. Technically, that could be any month in 2020, but I'm sure (?) that they weren't being deliberately vague, and just meant January.

I don't think that the number of surveys you've done is in any way connected with your not having received the test items you were expecting. Indeed, how would that work? "This panellist has done lots of surveys before, so let's delay sending the test items they're expecting without telling them!"? Surely that kind of thinking is too perverse even for some of the people over at Kantar HQ! If you mean that they shouldn't be withholding your test items with no explanation, then I totally agree, but it would be wrong of them to do that to any panellist, irrespective of how many surveys they'd done in the past. Sorry, I'm over-analyzing your wording here, I think, and somehow sounding a bit harsh in the process! I certainly don't mean to - I'm only saying that your past surveys have no bearing on your present situation, which is in all likelihood an error, or series of errors, by Kantar.

Have you contacted Kantar about the issue? Despite my frequent criticisms and jibes, I must say in all fairness that they are usually fairly prompt in replying to messages on the portal (although the quality of the response is variable), and, on the rare occasions when I've actually managed to get hold hold of them on the old dog 'n' bone, I've found the staff to be very friendly and helpful, as well as quite knowledgeable.

To go off on a bit of tangent, I'm not sure that the number of surveys you (or I, or any of us) have done before is much of a factor in anything from Kantar's perspective, except that they might develop more and more confidence in a panellist's ability to perform survey tasks correctly the more that they do. But any such increase in faith and trust on their part is largely speculative on ours (apart from the very real stars they award us for data freshness, etc.). It's also kind of immaterial, really; I mean, yes, it would be nice of them say, "You're one of our most valued panellists, you've done loads of surveys, you really know all the little ins and outs and quirks, you always post to schedule, you always log data accurately and punctually, you respond to queries - the need for which is a rare thing in your case - promptly, you're always pro-active in contacting us with a query or to point out an error or a way in which something could be improved, you always use the app [ahem]..." - but would that mean they wouldn't drop any of us if another panellist's sloppiness resulted in them suspecting that our participation had been exposed to Royal Mail*? And does a panellist's previous experience count for anything when it comes to the requirement to do the training phase? It doesn't, although my personal view is that there should be some period and/or number of live surveys after which a panellist - by now hardened, grizzled, and with a world-weary wisdom in the weird and wonky ways of the Live Survey - will not be subjected to the torment of the AEDB card for weeks on end.

* In which case the number of live surveys someone's done before and/or how many years they've been doing them could actually go against them, Kantar considering the possibility that RM have identified them as a frequent and/or long-term participant.

I hope that the problem gets resolved soon so you can begin the survey.

Schnurrbart

need_an_answer wrote: »

yes me...

I've documented here my story since being asked back in july to retrain...what has happened is I go to training for a max of 3 weeks and then am rested.
The latest email I had from them said something about being invited back at the beginning of Dec and them then deciding that that had been sent giving an incorrect date but advising it was going to be with effect from 8th Dec.I'm still waiting for the training pack to resume.

In essence I have been on training and rested with short breaks now for 6 months...

The annoying thing is that whilst I have done albeit infrequent/sporadic training posting,during that time i'm not receiving the monthly incentive stamps.

It feels as if this 6 month stint will soon be up and I'm likely to be rested having not actually actively taken part for the last 6 months.

Looks like there are a few gremlins at Kantar HQ at the moment on the basis of your post, and others' posts (plus my own situation). I sympathize - you're having to send, receive and log mail as you would for the survey proper, but without ever getting any of the incentives. Frustrating.

Have you considered asking them politely, but firmly, to stop messing you around like this (maybe use a different phrase in the actual communication!)? I'd suggest phoning them so that you can have a live dialogue which may increase the chances of something changing, and sooner. At the very least, you'll have somebody on the spot from whom you can try to elicit some kind of explanation or accountability. As I said in my previous post, the staff I've spoken to on the phone have been professional and personable.

As I've only done a fortnight's training, with no more post until "the new year", I'm a bit worried that this forthcoming mail will be more AEDBs, in other words a resumption of the training phase. I don't recall a previous training period being only two weeks, and the reply to my enquiry was "You should receive your next packs in this new year", which leaves the matter rather ambiguous (as well as uncertain - why not "You will..."?).

As with Primrose, I hope that you manage to get these issues sorted out soon. But do contact Kantar if you haven't already (neither of you mention having done so, and your situations suggest that you haven't), don't continue to put up with the situation in the hope that they will eventually twig that something's wrong.

Another tangent: whenever I read about someone stuck in the loop of start-pause-stop for the survey and/or training phase, I see the malfunctioning robot police officer from the film THX 1138 repeatedly walking into a wall.

Even more of a tangent: I find the term "this new year" quite charming, in spite of its clumsiness; as though the person saying it has one at hand to demonstrate. Quite why I'm sharing that I don't know.

Schnurrbart

Sorry, don't wish to hog the thread, but on the recently-discussed subject of CD and UM survey invites...

I'm among those - a large number, it seems - who have logged in to the website and/or opened the app within 30 - 45 seconds of receiving an invite email* only to find nothing there. I know that many people are super-fast on their phones and other devices, but the number of times this has happened to me, combined with my inkling that most panellists are not of the generation to which composing a Whatsapp message in three seconds flat is easy and normal, leads me to agree with the idea that either these survey invites are sent in error, or that the surveys are only available (i.e. required by Kantar) in certain areas. The latter begs the question: why not send invite emails only to those panellists living in an area where a survey is available, rather than to everyone (which guarantees frustration for many)?

* I think it's helpful to make the distinction between the survey invitation emails and the invites themselves (the pop-ups asking if you want to take part).

I suspect that Kantar coud easily do this with a bit of software-tweaking, but that, for whatever reason, they haven't, and instead choose to send the invite emails out in one great bulk to all panellists (except, presumably, those who have indicated that they don't want to participate in the CD and UM surveys) rather than in geographically-targeted batches.

Kantar recently claimed in Post Script that they have greatly improved the app. That's great, but longstanding issues relating to procedures and processes - such as the above - are in dire need of addressing too. In fact I'd say that resolving problems related to procedures and processes is (should be) much more of a more critical priority. And that's not to mention the bugs on the humble desktop site, although given Kantar's very obvious preference that people use their app, I can't imagine those bugs being fixed any time soon.

Ah, the app! I use it myself (well, I used it during my two weeks of training, and will use it again when I start the live survey), but I'm well aware that Kantar have effectively created a two-tier reward system, causing a division between those who can/will use it and those who can't/won't. The obvious benefits to Kantar from people using the app (when posting survey items) seem to be accuracy of time, GPS fix, and instant transmission of those two pieces of data. Regarding the first two, I'd like to think that the vast majority of panellists can and do accurately record the date, time and posting location with or without the app. The instant logging must be a definite boon to Kantar, though. As someone who has occasionally forgotten or not bothered to log sent or received items for a few days, I can definitely see that.

Despite using the app myself, and being quite happy to do so, I'm uneasy about the way that Kantar are trying to increase its use by the way of incentives exclusive to app-users. I won't say any more for now, as I'm boring myself.

custardy

Schnurrbart wrote: »

Sorry, don't wish to hog the thread, but on the recently-discussed subject of CD and UM survey invites...

I'm among those - a large number, it seems - who have logged in to the website and/or opened the app within 30 - 45 seconds of receiving an invite email* only to find nothing there. I know that many people are super-fast on their phones and other devices, but the number of times this has happened to me, combined with my inkling that most panellists are not of the generation to which composing a Whatsapp message in three seconds flat is easy and normal, leads me to agree with the idea that either these survey invites are sent in error, or that the surveys are only available (i.e. required by Kantar) in certain areas. The latter begs the question: why not send invite emails only to those panellists living in an area where a survey is available, rather than to everyone (which guarantees frustration for many)?

* I think it's helpful to make the distinction between the survey invitation emails and the invites themselves (the pop-ups asking if you want to take part).

I suspect that Kantar coud easily do this with a bit of software-tweaking, but that, for whatever reason, they haven't, and instead choose to send the invite emails out in one great bulk to all panellists (except, presumably, those who have indicated that they don't want to participate in the CD and UM surveys) rather than in geographically-targeted batches.

Kantar recently claimed in Post Script that they have greatly improved the app. That's great, but longstanding issues relating to procedures and processes - such as the above - are in dire need of addressing too. In fact I'd say that resolving problems related to procedures and processes is (should be) much more of a more critical priority. And that's not to mention the bugs on the humble desktop site, although given Kantar's very obvious preference that people use their app, I can't imagine those bugs being fixed any time soon.

Ah, the app! I use it myself (well, I used it during my two weeks of training, and will use it again when I start the live survey), but I'm well aware that Kantar have effectively created a two-tier reward system, causing a division between those who can/will use it and those who can't/won't. The obvious benefits to Kantar from people using the app (when posting survey items) seem to be accuracy of time, GPS fix, and instant transmission of those two pieces of data. Regarding the first two, I'd like to think that the vast majority of panellists can and do accurately record the date, time and posting location with or without the app. The instant logging must be a definite boon to Kantar, though. As someone who has occasionally forgotten or not bothered to log sent or received items for a few days, I can definitely see that.

Despite using the app myself, and being quite happy to do so, I'm uneasy about the way that Kantar are trying to increase its use by the way of incentives exclusive to app-users. I won't say any more for now, as I'm boring myself.

I would expect Kantar to migrate to app only in the future.
RM have used GPS based tech for their own collections for years for QOS reasons.
To have a system checking the quality of such data without GPS to back it up seems a flawed set up.

Schnurrbart

custardy wrote: »

I would expect Kantar to migrate to app only in the future.

Yes, I think you're right, custardy, especially as people start using the app more, and as more people start using the app - which I think it's reasonable to assume is happening. I can't help thinking that Kantar were probably developing the app (or having it developed for them) at the same time that the desktop site was being, er, overhauled, and that the latter was done on the cheap because Kantar were focussing on the app. Indeed, bugs on the desktop site might even lead some people to use the app instead, and Kantar so far have shown no interest whatsoever in fixing them.

How long do you think it'll be before Kantar announce they are going app-only? I can see it being within the next couple of years. Smartphone use among panellists probably equals or exceeds laptop/PC/tablet use as it is.

[/QUOTE=custardy;76620572]To have a system checking the quality of such data without GPS to back it up seems a flawed set up.[/QUOTE]

Again, I would agree, although I'd say that many other aspects of Kantar's operations are indicative of a flawed set up, yet they don't seem to be too bothered by them! But yes, instant GPS verification is obviously of great value to Kantar.

elsien

The app hasn't improved on my aging iPhone 5.
Half the functions don't work and this hasn't changed since their last update which was intended to make it better. It doesn't show the last posting times, so although the GPS is very lovely, when it asks "do you agree with the posting times shown", I just have to take a guess at yes or no because I can't continue to log a sent item otherwise.

silvercar

Works fine on my iPhone 6S.

I guess as more and more people have smart phones, it does make sense.

Soon WhatsApp won't be supported on older iPhones, so I would guess more people will dump the very old phones and move forward, helping other app developers at the same time.

littlemoney

It's not very money saving to keep having to update your phone just so you can carry on doing what you have done before.

It's not good for the pocket and certainly not good for the planet with all these phones being disposed of, just so we can do something a nano second faster.

General_Grant

Received a phone call from TNS a while ago and they mentioned the app. I said I had a "granny phone" and couldn't download apps. Caller said they would make a note on my file - perhaps that will mean I don't get invited again after my current stint ends.

silvercar

Annoying situation with posting a parcel yesterday. I had to post and pay for a medium sized parcel being sent to an address less than a mile from the post office. Helpful assistant was trying to persuade me that I should deliver it myself and save £5! I had to think of excuses why it was essential that it went in the post.