FAQ

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Who do I contact if I have a question about my AIR MILES® account or reward balance?

If you have a question about your AIR MILES account please contact the AIR MILES customer service team at www.airmiles.ca

When will I receive my AIR MILES reward miles?

If you have completed a survey the AIR MILES reward miles you have earned will appear in your Collector Account 2-4 weeks after completing a survey.

To check your AIR MILES Account Balance, go to www.airmiles.ca.

Earning AIR MILES® reward miles - How does it work?

Each time you complete a survey, you will earn AIR MILES reward miles. Reward miles will be credited to your account within 2-4 weeks after completing a survey.

Problems logging into the site

When visiting our website, please log in by clicking on “Member Login”. Then, enter your email address and password. If you are experiencing problems, please check the following settings on your computer:

• Ensure that cookies are enabled
• Ensure that ISP settings are not blocking access to our website
• Remove Adware and/or Spyware from your system
• Ensure that your browser does not block access to our website
• Ensure that your anti-virus settings accept our website
• Ensure that your firewall settings accept our website

Please make sure you are logging onto the Canadian site, do not log into the website you are redirected to after surveys and that you are not using Internet Explorer 8.

Please note that passwords are case sensitive and make sure that your Caps Lock is switched off and that your firewall and antivirus settings allow access to our website. If you forget your password, please go to Forgotten your password? to get a reminder.

Will you contact me to ask for further information?

Sometimes we will contact you to ask more information to see if you fit the bill for a particular research project. These 'Hot Topics' usually only take a matter of seconds to complete. For example, we may ask if you have a DVD player, if we are looking for owners' views on certain types of DVD players.

You will not receive AIR MILES reward miles for answering these quick questions, however depending upon the client's criteria, you may be pre-selected for a Research Now's AIR MILES^® Opinions Panel Survey soon afterwards.

Why can't I open the survey?

If you have problems with opening the survey please check the following settings on your PC:

• Ensure that cookies are enabled
• Ensure that ISP settings are not blocking the survey
• Remove Adware and/or Spyware from your system
• Ensure that your browser does not block access to our site
• Ensure that your anti-virus settings accept our site
• Ensure that your firewall accepts our site

Where possible please try and access our surveys with the Internet Explorer browser, as this is the browser our surveys are currently optimized for.

Will you protect personal information that I have given you?

We will never contact you for marketing purposes, only for market research purposes. All information passed on to associated marketing research agencies is anonymous. You can trust us to keep your personal details safe and free from any external parties. The information you provide us will be strictly used by the AIR MILES Reward Program or by Research Now for research purposes only. Please see the Research Now Privacy Policy, which explains how we process your personal data as defined by the Personal Information Protection and Electronic Documents Act.

When will the reward miles be credited to my Collector Account?

Your reward miles will be credited to your Collector Account within 2-4 weeks of survey completion.

We reserve the right to change the number of reward miles offered for completion of an Research Now's AIR MILES^® Opinions Panel Survey.

Why do you need to know about my background information?

We gather background information from our panelists in order to send them invitations to relevant surveys. We may also analyze results by demographic segment. In all instances, the answers you provide are combined with those of other panelists - we never release personally identifiable information.

What will you do with the information I provide?

We will never disclose your information to a third party without your express permission. When you participate in an online survey we will combine your answers with those of other panelists. Your answers will only be viewed as an aggregate response. Please see our Privacy Policy for more details.

What can I expect when I become a panelist?

Soon after you complete the online registration form to join the panel, you will receive a welcoming letter from the Research Now's AIR MILES^® Opinions Panel.

You will also receive periodic e-mailed newsletters communicating member news and valuable information for panelists.

How long will it take to complete a survey?

Surveys will vary in length, but will typically take less than 15 or 20 minutes to complete. Each e-mailed invitation to participate in a survey will tell you how long it should take, the number of
AIR MILES reward miles you will earn if you complete the survey, and the survey deadline to respond.

Who are these surveys for?

Surveys in which you participate are conducted for leading manufacturers and service providers in a broad range of industries. By participating in these surveys you can ensure that leading companies hear your opinion.

How can I opt-out of the panel?

You can opt out at any time. To unsubscribe from the Research Now's AIR MILES^® Opinions Panel, please log in to your account by clicking on “Member Login” on our website. Simply enter in your email address and password and select “Unsubscribe” situated on the menu bar on the left hand side.

How can I change my background information?

By keeping your background information up to date, we can continue to send you relevant studies. If you wish to make any changes to your account information, please log into your account by clicking on “Member Login” at www.airmilesopinions.ca and go to ‘Update Account Information’ where you can make the necessary changes. It’s that easy. Be sure to keep your profile current to receive more survey opportunities (e.g. let us know if your are moving to a new email address)

What should I do if I am having technical problems accessing a survey or need a quick answer on an issue?

In the Email you send to Jennifer White (jwhite@researchnow.ca), be sure to include the:

• Original survey invitation, OR
• Original survey link,

Please be sure to include at least one of the above items in your email to me, or I will take longer to respond.

members and those who use it feel very confident about its security..

How long will it be before I receive my reward?

That depends – we try very hard to send rewards within 2-4 weeks, at the most you will receive your reward 2-4 weeks after you have requested your reward.

Why does it take 2-4 weeks to obtain your reward? When you request a reward we have to process the request as well as our reward partners.

I have already unsubscribed but I still received a survey invite or two. Why?

It takes approximately 7 days to process your unsubscribe request. From time to time, your email address may have already been pulled from our database for a survey waiting in the cue. If this happens, we apologize for the inconvenience but assure you that your request is honoured.

I’ve tried to insert my postal code in the registration form/ survey/ other and it won’t work. Why?

Trust me, this feature works – let me explain. We have several sources that may ask for postal code info. Some info fields may ask for the first 3 digits only, while others may ask for the full 6 digit postal code. Sometimes, you can leave spaces between the first 3 and last 3 characters of the postal code; sometimes you can’t have any spaces. Most times, you cannot leave a space before you start typing the very first character.

Can I take more surveys if I want to?

At the moment, we currently do not have a feature that allows panelists to complete additional surveys at their leisure; however, we really appreciate your enthusiasm for wanting to! Stay tuned for more survey invites arriving by email as surveys become available.

What if I have additional questions?

If you have any additional questions, please e-mail our Research Manager, Jennifer White, at jwhite@researchnow.ca