We have a quite simple quality policy: we do not expect you to pay for poor quality or duplicate leads.
We have in place technical measures to prevent multiple clicks and try and restrict as much as possible duplicate leads, but we have to balance any automated measures we might put in place against the usability of the site, and the desire by some users to compare costs for different survey types.
Consequently we recognise that some duplicate referrals will be generated. We do not expect you to pay for duplicates, so please use our lead reporting procedure (see below) to request a credit.
Poor Quality Leads
For a lead to be valid it must have at least one valid method of contacting the user, either a valid email address or phone number. If none of the contact details are correct, or you feel it to be of inadequate quality for any other reason, please use the lead reporting procedure to request a credit.
Lead Reporting Procedure
The easiest way to request a credit for a poor quality lead is to use our automated process.
Each lead notification email has a 'Report Poor Quality' button at the bottom of the page. Clicking that link will take you to a credit request page. Select the reason for the request from the options, and submit the request.
The credit will automatically be applied to your account, pending verification by one of our team.
For standard credit requests such as duplicates or leads without valid contact details, you don't need to provide any additional information. If the reason is something other than one of the preset options, please add a very brief reason for the request. If we need any more information than that, we'll ask!
If you prefer, you can simply follow our old procedure, and forward the poor lead email to us for crediting, or use the lead CSV export function to create a list. Whichever is the easiest method for you!
All credits applied to your account can be seen in the Leads Reporting section of your Control Panel.
Note: lead credits are not retrospective, and are applied to your account during the month in which they are reported. Consequently, any credit requests submitted for leads delivered in preceding months will be taken into account in the next invoice calculation.