Have a look at our list of FAQ's for a quick answer to your questions. If your query isn't answered here, then please contact us.
Registration Questions
Will it cost me anything if I join this panel?
How do I update my personal details if they change?
What should I do if I forget my username or password?
How do I invite my family and friends to join the panel?
Can other members of my household and friends also become panel members?
How do I resign as a Your Voice panelist?
Survey Questions
Can I have more than one Your Voice account?
How will I know that I am to complete a survey?
You invited me to complete a survey, but clicking on the link in the invitation email did not work. How can I access the survey?
You invited me to complete a survey, but clicking on the 'Go>>' button did not work. How can I access the survey?
I am a Hotmail user and I can't access the survey, what should I do?
If I am not able to complete a survey after I have started, do I have to start the survey from the beginning again?
I clicked on the 'Go>>' button before the closing date and time and was told it was full, why is this?
What does the 'do not qualify' message mean when attempting a survey?
How often am I going to be asked to complete surveys?
Will I be penalised if I do not complete a survey I am invited to participate in?
If I cannot participate in a survey should I let you know?
If I am away, can I get someone else to complete my surveys for me?
I'd like to do these surveys but I have no web access – can you post them to me or can I do them over the phone?
I do not seem to be receiving many surveys, why is this?
Is there any extra software I will need on my computer to do the surveys?
e-Points, Rewards and Charity Donations Questions
How can I redeem my e-points?
Can I order more than one reward item in a single request?
How will I know when I will receive an item which has back order status?
Where can I view my account balance?
Will my e-points expire?
Can I donate my e-points to a charity that isn't in your list?
What are the prizes in the Prize Draw?
Privacy Questions
Who can I talk to if I have any privacy concerns?
Will my personally identifiable information ever be passed to a client of Nielsen?
Other Questions
If I leave the country, do I need to notify you?
Registration Questions
Q. Will it cost me anything if I join this panel?
A. There are no costs associated with joining the panel. You do however, need an email address to receive invitations to participate in surveys and you need to be able to access the Internet to complete the online surveys..
Q. How do I update my personal details if they change?
A. To change any of your details, log-on to the 'Members Area' then click on the 'My Details' page. Move down the page, update your details as required and click submit at the bottom of the page.
Q. What should I do if I forget my username or password?
A. If you forget your password, you are able to request a password reminder e-mail by clicking on the link 'Lost Log-in'. Once you click on this link, you just need to enter both your username and email address, and you will automatically receive a password reminder e-mail. The 'Lost Log-in' link is just below the 'Member Login' on Your Voice homepage.
NOTE: For security reasons, we cannot access your password and as a result you will have to request it through the Your Voice website. If you forget your username, please email yourvoice.my@nielsen.com
Q. How do I invite my family and friends to join the panel?
A. Just log on to your account and go to the 'Refer-A-Friend' section, then follow the steps.
Q. Can other members of my household and friends also become panel members?
A. We always welcome new panel members. Your family and friends, 15 years and older, can join the panel. They just need to go to the website and register or you will need to log onto your account and send them invitations from the 'Refer-A-Friend' area. Each new member will need to have their own email address. Please note that there is a limit of 20 referrals per member and referred members must also live in Malaysia.
Q. How do I resign as a Your Voice panelist?
A. To cancel your membership, log into the Members area of the website, go to the 'My Details' page and click on the link 'Click here to resign as a panelist'. Note that when you resign all your existing e-points are terminated.
Survey Questions
Q. Can I have more than one Your Voice account?
A. Membership is restricted to one account per person. More than one person of the household can register, however each joining member must have a separate email address for us to send out invitations.
Q. How will I know that I am to complete a survey?
A. We will send an invitation to you telling you that a survey is waiting for you on the Your Voice website. A link in the email will take you to a log-in page and then into the Your Voice site where you can select the survey you have been invited to complete. The email will detail the incentives you will receive, and by when we need you to complete the survey.
Q. You invited me to complete a survey, but clicking on the link in the invitation email did not work. How can I access the survey?
A. If you are having problems with the link in the invitation email, there are two possible solutions:
a) Select the email link which is found at the top of the email, then copy and paste it into the Address field of a new browser window and press the Enter key. This will allow you to view the email in a browser, try and click on the link again in the email. If this still does not take you to the Your Voice website and you are a Your Voice panel member, please try option 2:
b) Try accessing the survey directly through the 'My Surveys' section after logging into your account of the Your Voice website: www.yourvoice.com.my
( To access the website you will need to know your username and password - if you have no record of these details and cannot remember them please click here to go to that FAQ)
Q. You invited me to complete a survey, but clicking on the 'Go>>' button did not work. How can I access the survey?
A. Due to the development of the new site, some panelists are experiencing difficulties in loading surveys. Our technical staff are currently addressing the problem, and we hope to have a solution soon. However, we currently believe that most of the issues are related to people having pop-up blocking software on their PC. If you know how to, please disable this software and try again. However to help us resolve these issues please send an email to yourvoice.my@nielsen.com, letting us know you are having issues and tell us the operating system you are using (eg. Windows 98 or XP, MacOSX) and web browser (eg. Internet Explorer, Netscape, Mozilla) as well as any pop-up blocking or firewall software you may be using.
Q. I am a hotmail user and I can't access the survey, what shall I do?
A. This issue is related to the way Hotmail handles links embedded within emails. You have two options to access your surveys and account.
1. If you have been sent an invitation email from Your Voice, copy and paste the link at the top of the email into a new browser window and hit enter. You will then see the email you have been sent displayed in the window. You should then be able to click through from there.
2. Go to www.yourvoice.com.my - and log in using your personal Your Voice username and password.
Q. If I am not able to complete a survey after I have started, do I have to start the survey from the beginning again?
A. If you cannot complete a survey in one sitting, you can return to the incomplete survey by logging on to Your Voice website, then clicking on the 'My Surveys' link, and selecting the survey that you were unable to complete. You can then progress to where you left off previously by clicking the 'Go>>' button to proceed to the first unanswered question. Please note that if a survey closes before you complete it, you will not be eligible to receive the advertised incentive points even if you have begun it. However, you will still be entered into the prize draw by answering correctly a qualifying question in relation to Nielsen contained in the survey. (For details on the prize draw, see the 'Terms and Conditions' link for the prize draw located at the bottom of most pages on the website.)
Q. I clicked on the 'Go>>' button before the closing date and time and was told it was full, why is this?
A. The vast majority of our survey invitation emails are sent approximately a week in advance of the closing date, allowing people sufficient time to respond. Sometimes we receive better response than expected which means that survey quotas are filled before the closing date. Make sure you react early to ensure you have the best opportunity to receive all of the e-points on offer.
NOTE: The surveys do not close before the advertised date and time. Therefore if you click on the link and enter the survey, you will still be entered into the prize draw (if and only if you have answered correctly the qualifying question in relation to Nielsen at the beginning of a survey) as a thank you for attempting the survey.
Q. What does the 'do not qualify' message mean when attempting a survey?
A. In some research projects, we can only accept responses from people who fit into specific categories - for example selection can be gender, income or age dependent. This is based on our research goals and as an unfortunate consequence, not everyone can take part in every survey. When this happens you are entered into the prize draw (if and only if you have answered correctly the qualifying question in relation to Nielsen at the beginning of a survey). (For details on the prize draw, see the 'Terms and Conditions' link for the prize draw on the 'Rewards' page.)
Q. How often am I going to be asked to complete surveys?
A. You can expect to receive an invitation to complete a survey about once in every 2 months, however, depending on your profile we may ask you to complete surveys more or less often.
Q. Will I be penalised if I do not complete a survey I am invited to participate in?
A. You won't be penalised if you do not complete a survey. You can complete as many or as few surveys as you want to. Your e-points increase with the amount of surveys you complete.
Q. If I cannot participate in a survey should I let you know?
A. If you cannot find the time to participate in any given survey there is no problem, the choice is entirely yours and you do not need to notify us.
Q. If I am away, can I get someone else to complete my surveys for me?
A. Unfortunately once you have personally registered with the Your Voice panel, only you can complete the surveys. However your family and friends aged 15 years and over are all encouraged to join the panel.
Q. I'd like to do these surveys but I have no web access - can you post them to me or can I do them over the phone?
A. Unfortunately there is no other way to take part in these online surveys.
Q. I do not seem to be receiving many surveys, why is this?
A. There are a couple of different reasons why this may be the case:
a) You could log into Your Voice website, go to 'My Details' section and make sure that your email address is listed correctly. If it is not, then you will not receive the invitations we are sending.
b) If you elected not to answer the questions relating to personal and household income in the Registration Survey, this will reduce the number of surveys you are invited to participate in, simply because for many surveys this is vital information. If you would like to check/change these answers, please log in to the Your Voice website and go to the 'My Details' section.
c) If you elected to not complete the Welcome Survey, this will also reduce the number of surveys you are invited to, simply because we have more information on the people who have completed this survey and they will therefore be invited to surveys more often. To access the Welcome Survey, log-on to your account and go to your 'My Surveys' page.
Q. Is there any extra software I will need on my computer to do the surveys?
A. Some of our surveys require Macromedia Flash Player. It should only take 2-3 minutes to download through our website, or go to http://www.macromedia.com and click on the 'download Flash Player' link. While it is not compulsory that you download Flash Player in advance, it will save you from having to do so when you attempt a survey that requires it.
e-Points, Rewards and Charity Donations Questions
Q. How can I redeem my e-points?
A. To redeem your e-points:
a) Log into the 'Members' area of the site and go to the 'Rewards' section. Note: you cannot redeem your points from the 'My Account' section of the site.
b) Browse through the extensive list of rewards using the categories drop down menu.
c) Select the reward you would like, check the quantity of the item you would like and add it to your shopping cart by clicking on the shopping cart icon.
NOTE: You may continue to browse and add second or third item to your shopping cart prior to checking out. You will not be able to select rewards for which you have insufficient points to obtain (the shopping cart icon will be a grey colour). If in doubt, point your cursor over the shopping cart icon and a message will be displayed stating 'You do not have enough points for this item'.
d) Click 'Checkout'.
e) Check your shipping details (post office boxes are not able to be used), make sure your selection is correct and then click on 'Accept Order'.
f) You will receive a confirmation email that your request has been submitted. However if the item you requested needs to be placed on back order, the confirmation email will detail this and you will receive a further email confirming when the pick-up receipt of the back ordered item has been shipped. Otherwise you should receive your request within 15 working days.
Q. Can I order more than one reward item in a single request?
A. Yes, we recommend submitting all your catalogue items in a single request to speed up the order and delivery process. All you need to do is amend the total in the Qty (Quantity) box or add a second item to your shopping cart prior to clicking on 'Checkout'.
Q. How will I know when I will receive an item which has back order status?
A. When your back order item is about to be delivered to your shipping address, you will receive a second electronic notification to inform you of when the order will be sent.
Q. Where can I view my account balance?
A. Log on to the 'Members' area of the Your Voice website and go to the 'My Account' section to view your e-points balance and record of transactions.
Q. Will my e-points expire?
A. Your e-points do not expire. Your e-points balance will only ever decrease when you redeem your points. However, if you choose to leave the Your Voice panel, your points will be deleted along with your account. (Go to the 'My Account ' page on the 'Members' area to see all your e-points transactions.)
Q. Can I donate my e-points to a charity that isn't in your list?
A. At this stage, our list of charities is set. When establishing the charities list we tried to cater to a wide range of causes and will continue to do so in future revisions.
Q. What are the prizes in the Prize Draw?
A. For more details on the prize draw, see the 'Terms and Conditions' link for the prize draw at the bottom of most pages on the website. Panel members are entered into the prize draw by answering correctly a qualifying question in relation to Nielsen contained in the survey within the time period that the survey is open. The closing date and time for each survey will be clearly written in each email survey invitation. The prize draw winner will be advertised on the News section of the website within 2 weeks of the competition being drawn.
Privacy Questions
Q. Who can I talk to if I have any Privacy concerns?
A. Our privacy policy is available at the bottom of most pages on the Your Voice website; however, if you would like to talk to our Privacy Officer please email yourvoiceprivacy.my@nielsen.com or refer to the 'Contact Us' link which can be found at the bottom of most pages on our website.
Q. Will my personally identifiable information ever be passed to a client of Nielsen?
A. Nielsen will handle your personally identifiable information in accordance with our Privacy Notice
Other Questions
Q. If I leave the country, do I need to notify you?
A. If you move permanently, please cancel your membership by logging onto the 'Members' area, going to the 'My Details' page and click on the link 'Resign as a panelist'. Note that you should redeem all your outstanding e-points as e-points are terminated upon resignation.
