The Survey.com Code of Conduct
This Code of Conduct describes a set of expectations about how you should conduct yourself as a registered user with Survey.com. In summary, we expect you to be professional, courteous, and respectful at all times. This includes when you interact with Survey.com staff, store personnel, shoppers, and other people assigned to the same store visit.
Please note that this message is a reminder of the general guidelines associated with your Survey.com account. It's always good to brush up on the basics from time to time. As long as you understand the following and act accordingly, your account will remain in good standing.
Thank you for reading and please feel free to email any questions to firstname.lastname@example.org.
We reserve the right to deactivate your Survey.com account at any time and without warning. That means you will not be able to use our platform to find and complete retail services projects. You will still have access to your visit and payment histories, message archives, and other features.
The following is a list of things that can lead to having your account suspended or deactivated. This list is not all-inclusive.
- Complaints from store managers about your behavior
- Abusive behavior to Survey.com staff, either through our systems or on third party forums
- Fraudulent activity, including, but not limited to:
- Consistently poor store visit response quality
- Frequent missed visits
- Excessive deadline extension requests
- Holding assignments open for excessive periods of time
- Sharing a device with another registered user
- Contacting a Survey.com client for any reason
- Contacting the corporate office of a retailer unless specifically told to do so by us
- Failure to pick up materials shipped to you
Interacting with Store Managers
Many projects require you to interact with managers. For example, you may have to drop off an order form, ask the manager to update price tags, or ask to access the store’s backroom to find inventory to add to the shelves.
It is crucial that these interactions are completed in a professional manner. That’s because if managers complain about Survey.com and its reps, we could lose our access to that store, and possibly the entire retailer. And if we lose store access, we will not be able to offer as many projects.
If you have a complaint about a store manager, contact us - not the retailer.
Here are some rules that will ensure your success:
How to Start the Process
- Go to the Customer Service desk
- Tell the clerk you are there on behalf of the client and would like to speak to the manager about the task at hand*. Example, “Hi, I’m here on behalf of Client X and would like to talk to the dairy manager about updating some price tags.”
- The clerk will either page someone or tell you where to go and who to ask for.
- Once you’ve met with the manager, introduce yourself the same way you did in step 2.
If the manager asks for your credentials, show them the Letter of Authorization (if you have one; not all projects have them). This will be found in the Attachments section of the project. You can also show them your virtual badge in the app. That can be found in the profile screen of the app.
* See the project instructions for the client name and specifics.
If the store is NOT in your Assignments list, do not attempt to do the work. Contact us and find out what you should do.
Interacting with Store Managers
Once you’re with the manager:
- Be polite
- Be respectful
- Listen carefully
- Tell them they are wrong
- Give them an attitude
- Be pushy
If Managers Complain About You, There Are Consequences
Manager complaints make it to us. Managers may not always remember the Survey.com rep’s name, but we know who was at the store at the time of the complaint. We take complaints very seriously, and they may result in the immediate suspension or deactivation of your Survey.com account.
Remember, The Manager is Always Right
Never, under any circumstances, argue with a store manager. Never tell them they are wrong.
Example: If they do not want to change a tag, thank them for their time and explain what happened in the project’s comments section.
What To Do If the Manager Tells You to Leave the Store
Simple. You leave. Do not argue. Do not tell them you are authorized to be there. Do not attempt to complete the rest of the project steps. Just leave.
Once you have exited the store, explain what happened in the Comments section of the project in the app.
What To Do If a Manager or Other Store Worker Asks You What You’re Doing
Imagine you’re auditing our client’s products. While you’re taking photos or entering info into your phone, someone from the store asks if you need help. Or asks what you’re doing. What do you say?
Tell them you’re doing a quick audit of some products. You have to take some pictures and enter some information and then you’ll be out of the store.
If they ask more questions, tell them you’re there for Survey.com. You can offer to show them the LOA (if you have one) or your virtual badge.
What To Do If A Shopper Interrupts You While You’re Working on a Project
Always defer to shoppers. Be polite. Never argue with them or give an attitude. Move out of the shopper’s way and wait for them to leave the area before resuming the project.
What to Do if a Shopper Asks You a Question About Products
Let them know you don’t work for the store. If you feel comfortable answering their question, feel free to do so. If not, refer them to a store clerk.
Some projects descriptions include instructions about what to wear. If the project description does not have specific instructions, you should dress conservatively.