FAQs

1. What is YourSay?

YourSay is an online community found at yoursay.eonenergy.com where E.ON customers have agreed to participate in online activities to provide E.ON with information about their experiences of various products and services.

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2. What are YourSay participants expected to do?

To become a member of YourSay, you will have to register and answer a few questions about yourself. After you've successfully registered, we will ask you to complete some sort of online activity – either a survey or discussion group. Under normal circumstances, we will not contact you more than once per week. Activities cover various topics - we try to make them as interesting as possible and try to send ones that are relevant to you.

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3. What do I get in reward for contributing to YourSay?

Our aim is to offer you interesting surveys that we hope you will find fun and rewarding. We would rather customers took part in our surveys because they want to give us their views to help improve the service they (and others) receive, as opposed to taking part because they are being paid. Additionally, with a panel of around 28,000 customers it would end up quite expensive to pay panelists for every survey they complete - we'd rather spend this money elsewhere, getting things right for our customers. From time to time, there are some research projects that do include an additional incentive to take part but these may not be available to everyone. Details of the prize draws and their terms and conditions can be seen here.

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4. Is there ever a cost for membership of YourSay?

Membership of YourSay will not cost you anything. However, you will be responsible for covering any costs to you incurred by being online.

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5. How long will I be a member of YourSay?

We would like you to participate in YourSay on a continuous basis. As an E.ON customer, you can stay in the YourSay panel for as long as you like and you do not have to respond to all activities to which you are invited. However, if after several attempts of emailing you, you do not participate in any surveys, we may consider you an inactive member. Then we may terminate your membership. Please note that only E.ON customers can be part of YourSay.

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6. How do I join?

Once you have clicked on the link in the email, you will be taken to a short profiling survey which will help us to send you surveys that we think you'll find of interest. Once you've done this, your profile will be live and we will be able to send you surveys.

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7. How do I change/update my profile?

Please make sure you are logged in and click on My Profile.

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8. Do I need to log in more than once each time I visit?

No, you just need to log in once when you visit the site. You will be automatically logged out after 20 minutes of inactivity, so if you leave the page open for a while and come back then you may need to log in again.

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9. Do I need to log in each time I visit the YourSay panel website?

Only if you want to participate in more surveys, polls, read news articles, view survey results or update your profile. Other pages are accessible whether you log in or not.

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10. Why do you repeat questions?

There are some questions that we ask in most surveys so that we can track customer opinions over time, to see how they change. Sometimes we ask a question at the start of a survey and again at the end - the question on whether you would recommend E.ON to a friend or colleague is a good example. We do this when we want to see if the topic matter has changed people's views over the course of answering the questions about it.

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11. What if I want to leave YourSay?

You can terminate your membership of YourSay at any time by unsubscribing.

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12. Who is Verve?

Verve Partners Limited ("Verve") is an independent market research company that specialises in building and managing online communities. Verve is responsible for the maintenance of the YourSay website, programming and hosting activities, and community administration. Further information about Verve can be found at www.addverve.com.

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1. How do I take part in a panel activity?

You will be notified of a new activity by email. You can then follow the simple instructions in the email or log-on to yoursay.eonenergy.com and access the survey or forum topic from the homepage or forum sections of the site.

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2. After I receive an invitation to take part in a survey, how soon do I have to complete it?

We usually ask that surveys be completed within 10 days. However, some surveys may have a shorter turnaround time and others longer. Some completion deadlines may be extended. If you have trouble completing a survey on time, don't worry, you can always participate in the next one.

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3. How are the results of the research used?

The findings from the research are presented to the key decision-makers at E.ON to ensure that suggestions you have made are taken forward. We also like to keep you informed of how we are using the findings by providing updates in the monthly YourSay newsletter. If we feel the results are particularly newsworthy we may decide to publish these in the media (e.g. national newspapers) but results will be published at an aggregated level only.

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4. What if I have questions about completing a survey?

If you have any questions, please email our support team by clicking here.

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5. What if I have technical difficulties while completing an activity?

If you experience a technical problem while completing an activity, please contact us.

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6. How quickly will someone respond to a message I send?

We make every attempt to respond quickly to member enquiries and are committed to maintaining a high level of service. On average, we try to respond to messages within 24-48 hours if an enquiry is submitted during normal office hours, and on the next available working day if the enquiry is submitted on the weekend or a bank holiday.

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7. Are the YourSay Panel's polls accurate and representative?

The YourSay panel contains a wide-ranging group of customers. Some of our surveys are targeted at specific customers but, where surveys are measuring national opinion, the surveys are weighted to the UK population. So yes, they are representative.

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8. Sometimes polls are closed after only a few hours. Why?

On rare occasions we conduct surveys which require results virtually immediately. This means we have only a few hours to gather responses from you.

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1. What about privacy? What rights do I have as a YourSay member?

We value member participation in YourSay and therefore are committed to your right to privacy. You should read both our Privacy Policy and Terms and Conditions for more information on how we protect your privacy.

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2. Will my personal information be given out to anyone without my permission?

No. All the information you provide to YourSay is for market research purposes only. In some activities, we will ask whether you are willing to be re-contacted by E.ON about the content of that activity. If you say yes, we may pass your email address and responses for that activity to one of our researchers. In all other cases, the information you provide is confidential. You will receive no advertising or solicitations as a result of your participation. For more information, visit our Privacy Policy and Terms and Conditions.

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3. Will my answers to surveys and other activities always be used anonymously?

Your answers will be combined with those from other YourSay panel members and reported at an aggregate level (e.g 20% of community members think 'X'). The only time we would quote you personally is if a researcher follows up your response with your permission (see above) and you agree with the researcher to be quoted. In all other cases, comments will only be attributed to your first name.

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1. When I try to log in, I receive an 'Invalid email address or password' message.

• Usernames and passwords are case sensitive so make sure the caps lock is turned off. It may also help to clear your cache in case your browser has saved an incorrect username or password. Please visit the help section of your internet browser to learn how to clear your cache, cookies and temporary internet files.
• Check that you're using the exact email that you used to register.
• If you can’t remember your log in email, please click here.
• If you can’t remember your log in password, please click on the ‘Forgot password?’ link on the Log in page and enter your email address. We will send you an email containing your new password.
• Need more help?

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2. I have forgotten my password.

• Not to worry, simply click on the ‘Forgot password?’ link on the Log in page and enter your email address. We will send you an email containing your new password.
• Need more help?

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3. I would like to change my personal details.

• To change your personal details please go to the My Profile page. Here, you will be able to change your display name, first and last name, and reset your password. You will receive an email from the support team confirming any changes.
• Need more help?

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4. Other technical error.

• Our support team is only able to deal with questions about the YourSay website or surveys. Please direct technical issues with the E.ON website or customer services issues, to the E.ON customer service team by clicking here.
• Need more help?

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5. I am an AOL user. Does your website support this?

Yes, there should be no problem accessing the site through AOL, either with AOL's integrated browser or using a separate standalone browser such as Internet Explorer or Mozilla.

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6. I am having problems with Hotmail. What could be the problem?

For users that are having problems, you may wish to try the following options:

Use an alternative browser:
Open a new browser such as Microsoft Internet Explorer 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 your Hotmail accounts. Please follow the step-by-step instructions provided by the software.

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1. Do I need special computer hardware or software to participate?

You will need:

• Access to a recent version of one of the common internet browsers.
• An email account.
• A web camera and sound card (this is required for some of the more interactive community features but is not compulsory for community membership).
• Some of our surveys also require you to download Adobe Flash Player – this is not compulsory for community membership, but will enable you to fully access all of our surveys. To download Adobe Flash Player, please click here.
• Need more help?

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2. I am not able to access the survey you have emailed me.

Have you downloaded Adobe Flash Player?

• To complete some of our surveys, you will need to download Adobe Flash Player. This makes the user experience richer, more rewarding and enjoyable for our members and without Adobe Flash Player you may be unable to view, complete or submit surveys. To download this, please click here. If you have previously downloaded Flash and wish to view pages on Flash troubleshooting, please click here.
• If you have downloaded Adobe Flash Player and are still having trouble accessing the latest survey, please email our support team by clicking the ‘Need more help?’ link below. In the email you send us, please can you copy and paste 1) the error message you have received, and 2) the subject line from the survey invite email.
• Need more help?

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3. I am not able to complete / submit the survey you have emailed me.

Have you downloaded Adobe Flash Player?

• To complete some of our surveys, you will need to download Adobe Flash Player. This makes the user experience richer, more rewarding and enjoyable for our members and without Adobe Flash Player you may be unable to view, complete or submit surveys. To download this, please click here. If you have previously downloaded Flash and wish to view pages on Flash troubleshooting, please click here.

Have you filled in all survey fields?

• To submit a survey, all required fields need to be filled in – so please double check that you have completed all required rows and columns.

Have you only used whole numbers when entering numerical data?

• Surveys can only take whole numbers, so please check also that you have used only whole numbers when entering numerical data (e.g. 99 but not 99.99).

Other:

• If you have checked all of the above and are still having trouble completing or submitting a survey, please email our support team by clicking on the ‘Need more help?’ link below.
• Need more help?

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4. Survey pages are not fully loading.

Have you downloaded Adobe Flash Player?

• To complete some of our surveys, you will need to download Adobe Flash Player. This makes the user experience richer, more rewarding and enjoyable for our members and without Adobe Flash Player you may be unable to view, complete or submit surveys. To download this, please click here. If you have previously downloaded Flash and wish to view pages on Flash troubleshooting, please click here.
• If you have checked all of the above and are still having trouble completing or submitting a survey, please email our support team by clicking on the ‘Need more help?’ link below.
• Need more help?

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5. I do not know how to answer certain survey questions.

• Alongside all of our questions there should be an explanation which clearly states how the question should be answered. If this explanation is not clear, please email our support team to let us know by clicking on the ‘Need more help?’ link below.
• Need more help?

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6. Other technical error.

Other

• Our support team is only able to deal with questions about the YourSay website or surveys. Please direct technical issues with the website or customer services issues, to the E.ON customer service team by emailing julie@eonyoursay.com or clicking here.
• Need more help?

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I would like to unsubscribe.

Your views are important to us and we are sorry you wish to unsubscribe from YourSay.

If you are sure you wish to unsubscribe from YourSay, please click here.

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