Is it necessary to have a separate personal Pay Pal
account setup for PineCone?
If you already have a personal Pay Pal account,
you are welcome to use it for receiving your PineCone payment. Please note:
a merchant account can incur additional charges. The PineCone Research
database can accommodate a separate e-mail address for your payment.
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Can I have both Personal and Premier/Business Accounts?
Yes. Pay Pal members may have one Personal account and one Premier or
Business account. However, each account must have its own e-mail address and
financial information. To learn more about Pay Pal accounts, click on
this link.
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How can I tell the difference between a real Pay Pal e-mail and a fake
one?
The address at the top of the browser window you're brought to should
read exactly https://www.paypal.com. PayPal
e-mails will address you by first name and last name, and NOT by Dear PayPal
User or Dear PayPal Member.
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Who should I contact with questions; Pay Pal or PineCone?
Questions about
the Pay Pal service or navigation of the site should be directed to Pay Pal
through their
Contact
PayPal Customer Service link or
Customer
Service Center. For all other PineCone Research survey inquiries, feel
to contact us at
www.pineconeresearch.com.
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Will I incur any fees if I opt to use my business/premier account to
receive my PineCone Research payments?
The Business/Premier account can
incur additional fees. To learn more about fees that may be associated with
their use, click on
this link.
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What is the minimum withdrawal amount and is there a fee?
$1.00 USD is
the minimum. PayPal provides cost-free withdrawals to your local bank
account as long as you meet the minimum threshold values defined on the Pay
Pal Withdrawal Fee page. To learn more about minimum withdrawal amounts,
click on
this link.
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When can I expect to be compensated for my participation?
Your payment is
processed the next business day following the completion of your product
evaluation survey. Your notification of payment will come to your from our
panelpayment@pcrint.com e-mail address. Please be sure to make a note of
this new e-mail address.
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Will I be compensated for completing the household questions?
PineCone
members are not compensated for the household questions that you may be
asked to complete. Your responses to these brief 2-5 minute questionnaires
enable us to send you product evaluations, which are paid, that are more
specific to your household.
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I haven’t received payment for my survey; whom do I contact?
Participants
can expect to receive their payment 3-5 days after survey completion. If
your payment is not listed in your PayPal personal payment history,
please contact us and we’ll be happy to investigate this further.
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How will I be compensated for my participation?
Checks are issued to our panelists as payment for their participation in the PineCone surveys.
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How long are PineCone checks good for?
The PineCone 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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Will I be compensated for completing the household questions?
PineCone members are not compensated for the household questions that you may be asked to complete. Your responses to these brief 2-5 minute questionnaires
enable us to send you product evaluations, which are paid, that are more specific to your household.
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I seem to have misplaced my PineCone Research check. Can you replace it for me?
Due to the high volume of checks that we generate on a weekly basis, we are unable to replace lost or stolen checks. The
compensation charges for each product evaluation survey are immediately passed along to the sponsoring manufacturer and the
accounting records are closed within weeks of the projects end.
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If I'm selected to take part in the product-testing phase of a study, will I be compensated for that as well?
Absolutely! Participants receive $5.00 for each completed product evaluation survey. You are compensated for the initial product concept survey and again
for the follow-up survey.
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When can I expect to be compensated for my participation?
Your payment is processed the next business day following the completion of your product evaluation surveys.
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Do you offer alternate forms of payment to your members?
We now offer PayPal as an alternate form of payment to our members.
Those who have a PayPal account can now have their PineCone Research payments sent directly to this account.
To select PayPal as your preferred payment method,
contact us.
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Can I suspend my surveys for a short time if I'm going to be out of town, on vacation, or my computer goes down?
Yes. Please call or e-mail us and we will be happy to put you on temporary hiatus for the amount of time you request. This way you will not miss any assigned surveys.
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Can I update my household information online?
Updating your household information online is quick and easy to do. Simply go to the Pinecone Research website and enter your login information. From there,
you can access your personal profile and make any necessary changes. Unfortunately, this option is not available to those with WebTv at this time. If you are a WebTv user, please feel
free to contact us by e-mail or phone, and we'll be happy to make the change for you.
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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 or take unsolicited referrals. However, we will be posting recruitment opportunities through banner ads on various websites
from time to time throughout the year. If you see one of these ads, please feel free to sign up with us.
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Where can I find the PineCone banner ads?
Unfortunately, there is no one site that I disclose to you. The banner ad placement is not fixed over the life of the campaign. The web sites that our
banner ads may appear on are constantly changing during the course of the campaign.
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If I'm unable to complete the survey, can someone else in my household fill it out for me?
Unfortunately, no. Our panelists are pulled for studies according to certain demographic requirements. While there may be opportunities for other members of
your household to participate from time to time, you are the only person who should be completing our studies.
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If I make a mistake in the interview, how do I correct it?
It’s okay to finish the interview first, then e-mail us the incorrect and correct information for us to change. The "BACK" browser button does not
allow you to change any information concerning the survey. The only way to correct this is to finish out the survey and alert us.
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Do you ever remove members for missing surveys?
We routinely monitor member participation. Members that are identified as "at risk for removal " are notified of this via e-mail. Those who are unable to
maintain acceptable participation levels thereafter are removed from the panel.
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Are the survey results ever posted on the web site?
Due to the confidential nature of the testing done on the manufacturer's behalf, the results are shared with the survey's sponsor only.
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Is it ok to sign up my spouse for the panel as well?
Participation in the PineCone Research panel is limited to one member per household. While there may be opportunities for other household members to
participate from time to time, there can only be one designated spokesperson for the household.
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Why am I being asked to complete a survey for a product I haven't tried?
In some instances, panelists are testing the merits of a product idea rather than an actual product that is already in existence. Your feedback helps the
manufacturer determine what appeals most to consumers in a product.
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Have you stopped using e-mail to notify members of their new assignments?
Your first survey notification will always come to you by e-mail. If you are not receiving these notices, check to make sure your PineCone Research
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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If my e-mail is missing my survey and ID number, will I still receive a response back from you?
Absolutely! However, including your ID number and the survey number in the message assists us in providing you with a speedier response.
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If I'm unable to see the product concept, should I complete the survey anyway?
Your ability to view the product concept in the survey is a requirement for participation in the study. As a member of the PineCone Research panel, you directly influence
which products get developed and help ensure that these products meet consumer demands. Your opinion will have an impact on everything from product performance to style,
varieties, features, pricing...you name it.
If you are ever unable to view the product concept in one of our surveys, whether it's presented in a picture or video
format, please contact us at scott@pineconeresearch.com for troubleshooting assistance. Surveys submitted by those who were unable to view the product concept are not
included in the study data.
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How long does it usually take to complete a questionnaire?
We try to keep our studies as short as possible, making them most convenient for you. A typical questionnaire usually takes 15 to 20
minutes to complete.
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How often can I participate in a study?
You can expect to be called upon to answer a survey once or twice a month, sometimes less. Our client volume drives the need for participants.
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How will I be notified of my new product evaluation survey assignments?
All survey notifications will be sent to you via e-mail. We ask that you check your PineCone Research 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 PineCone Research.
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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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Why am I being asked to complete a survey for a product I don’t use?
Your responses help manufacturers better understand the strengths and weaknesses of their product ideas and what you would look for in the product
should you ever need to purchase it.
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When I 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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Whenever I call or write in, how long can I expect to wait for a reply from you?
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 questionnaire 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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Can I still be a member if I miss my first survey?
The completion of the first survey assignment is key to active membership on our panel. Those who do not complete the survey are not asked
to take part in subsequent surveys.
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Do I have to login on the PineCone web site to access my survey assignment?
No, you may access your study directly via the "Go To Current Studies" page of our web site. This eliminates the need to login twice.
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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 household information grouped and analyzed with the information of the other households.
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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 any products. We value your opinion.
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If the product that I’m evaluating is already out on the market, is it okay to talk about it with others?
Because the research we do on our clients behalf is not limited to just new product ideas but frequently extends to existing products that may already be on the
market, we ask that you not share information about your product evaluation experiences with anyone living outside of your home.
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Can test product samples be given to friends or relatives living outside my home to try?
Unfortunately, no. This includes other family members who do not live in your immediate household. The test product sample is intended for use by the
panelist. Manufacturers are very anxious to protect any new products from the eyes of their competition. That is why we ask that you evaluate new products within your own household
and not share them or discuss them with your friends, neighbors or relatives living outside the home.
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Is it ok to complete the follow-up survey even if I haven't received the test product?
To ensure the accuracy of the product testing results reported to the client, panelists need to respond based on their actual usage. If the test product
has not arrived by the start of the follow-up survey, please contact us by e-mail or phone so we can troubleshoot the problem.
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Who should I contact if I have questions about a product sample, the manufacturer or PineCone Research?
Unless you are directed otherwise by PineCone Research, anytime you have questions or concerns about a test product you have been given to try, please don't
hesitate to contact us. We are always glad to help.
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If I update my address before I receive my notice that product samples are on the way, will it be delivered to my new address?
Panelists are assigned to a project three to four days before the study goes online on our website. Unfortunately, if your address is not updated prior to the
time you are assigned to the study, then the old address will be used.
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Will I ever be asked to return a test product sample?
Upon occasion manufacturers will request the retrieval of any remaining test product samples from the study. It is sometimes very important for manufacturers
to see how a product holds up after typical use. Should a manufacturer make the decision to retrieve any remaining test product samples, you will be notified by mail and e-mail.
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If my new survey assignment is not listed on the web site, what should I do?
The e-mail notification of the new study sent to panelists is a signal that the questionnaire is online and available. However, if there is ever a time when you
do not see the study listed on our "Go to Current Study" 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 study listed.
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What should I do if I encounter the
error message "Something Borked" when attempting to access my survey assignment?
The "Something Borked" error typically indicates a technical problem with one of our servers. If this should occur, simply try again in a few hours.
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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 questionnaire where you originally exited. If it does not, or if the program falsely tells
you that you have completed the questionnaire, please contact us and we will reset your ID so that you will be able to complete your questionnaire.
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What do I do if the survey won’t allow me to advance to the next question?
This problem generally stems from a missing answer. Check to make sure that you have entered a response for every variety or statement appearing on screen. If the problem
continues contact us by e-mail or phone so we can troubleshoot the problem.
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Your questionnaires sometimes ask for a price to be entered. What do I do if it won’t accept my answer?
This problem typically indicates that your answer does not match the form shown in the example (i.e., number of digits, etc.). Check the format of the response that
you've entered. Your response should mirror the format example provided in the questionnaire instructions. If the problem continues contact us by e-mail or phone so we can troubleshoot the problem.
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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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Upon occasion, I receive the error message "Error processing request - The server was unable to locate your Personal Identification Number (PIN)." What does this mean?
The "Error processing request - The server was unable to locate your Personal Identification Number (PIN)." message indicates that the survey has already been completed and no further attempts are needed. If you
feel you have received this message in error, let us know and we’ll be happy to verify the status of the interview.
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Do I need any special browser "Plug-In" controls that I always hear about?
Yes. Some of our studies require special "Plug-In" controls such as Flash
and Microsoft Media Player. 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 or phone.
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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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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 Household 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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Welcome to the PineCone FAQ page!