Frequently Asked Questions

How do I join?

To join Customers Matter you will need to complete a profiling survey about yourself. Once you've done this, your membership will officially be active and we will be able to send you research projects that you could participate in.

How often will I be invited to take part in a survey?

Once you have completed the short questionnaire about yourself we will invite you from time to time to participate in surveys. Under normal circumstances we will send you a survey no more than once a week. We know your time is valuable, so our surveys are short. They usually take 5-10 minutes to complete. Very occasionally they might be a little longer than this. To participate, click on the link provided in the email and follow the instructions.

How often may I participate in any one survey?

We treat the Customers Matter Panel as professional market research. Therefore our surveys are by invitation only and to ensure the highest standards of professional research you can complete any given survey only once.

How will I know if there is a survey for me to complete?

We will send you an email invitation with a link to a survey. Under normal circumstances we will not contact you more than once per week. You are under no obligation to participate in any survey. However, if after several attempts you do not participate in any surveys, we may consider you an inactive member.

What's in it for me?

Customers Matter is an opportunity to have your say and ultimately contribute to the future development of Sainsbury’s Bank. Your feedback from the surveys will go towards making real improvements to the service that we provide. You will also have the opportunity to be opted into the monthly prize draw every time you complete a survey to be in with a chance to win a Sainsbury’s gift card to the value of £75 (first prize) or three runner up prizes to the value of £25 each (terms and conditions apply).

How do I change / update my profile?

Make sure you are logged in, click on 'Edit Profile', make the amends and then click on 'save changes'.

I have forgotten my username and password - what do I do?

Click on the "Forgotten Password" link next to the log in.

I have registered but have not yet received a survey

We don't always send every survey out to every panel member. This is to avoid overloading your inbox and we tend to target different surveys to specific types of panel member, based on their profile. You can log in whenever you like to complete a Poll or see what surveys are available for you.

I am having problems viewing content/links. What could be the problem?

If you’re experiencing a problem, you may wish to try the following options:

Use an alternative browser:
Open a new browser, such as Google Chrome or Mozilla Firefox. Highlight the link and copy/paste it into the address field of the new browser window.

Use an alternative mail application:
Programs such as Microsoft Outlook or Outlook Express can be set up to download and read Hotmail accounts. Please follow the step-by-step instructions provided by the software.

Ensure cookies are enabled
Make sure that you have cookies enabled in your Internet software, as we use cookies to track the status of our surveys. For information on checking and enabling your browser cookie settings, click here

If you would like to keep a high-security setting, but still be able to participate in Customers Matter surveys, you will need to add https://customersmatter.epanelmanager.com/login to your "Safe" or "Trusted" sites. Please consult your browser.

Who reads the findings?

The findings of the surveys are forwarded directly to Sainsbury’s Bank and some of the survey results are sent to you on a regular basis for you to see.

Did you receive my survey?

If you received a "Thank you" message after you clicked the "Finish" button at the end of the survey, your survey data was received with no difficulties.

What happens to my personal information and the answers I give?

You can be assured that all the survey information you give us will remain anonymous and completely confidential at all times. We will not sell your data on to third parties. All of our findings are covered by our Privacy Policy.

How do I cancel my membership?

As a member of Customers Matter, you will receive our email invitations to complete surveys. If you change your mind, when you receive an email invitation you can click the hyperlink at the bottom of the email and you will no longer receive survey invitations. Unsubscribe requests take effect immediately.

What do I do if I need help?

If you experience a technical problem, please email us at customersmatter@marusurvey.com

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