Frequently Asked Questions



Frequently Asked Questions

  1. When should I expect to receive my reward after I submit my request?
    Requests for reward redemption are emailed out within the same business day the request is received. If you do not receive your rewards email within that time period, first check to see if it was sent to your spam mail, then contact us. To ensure you receive these emails, click here for instructions on approving survey emails from surveys@hamptonroadspanel.com (or gc@vcdelivery.com) specific to your email account.
  2. I haven’t received a survey request in more than two weeks, is something wrong?
    Typically, survey requests are sent out every 7 to 10 days. If you haven’t received any requests within this time period, check your spam mail or contact us. To ensure you receive these emails, click here for instructions on approving survey emails from surveys@hamptonroadspanel.com to your email account.
  3. How should I answer the scale questions if I have no opinion one way or the other on the topic?
    Sometimes you may not have an opinion on the survey topic. If that is the case, you can select the middle of the scale to denote a neutral position.
  4. What can I do if I have lost or never received my rewards?
    Requests for reward redemption are emailed out within the same business day the request is received. If you do not receive your rewards email within that time period, first check to see if it was sent to your spam mail, then contact us at surveys@hamptonroadspanel.com.
  5. Do I have to take every survey sent to me?
    All survey requests are optional. You are never required to participate. However, we will remove panelists if they have not participated in any surveys for more than one year. Additionally, if you would like to be eligible for our monthly drawings, you have to take at least one survey each month.
  6. How do I redeem my points?
    To see the amount of points you have and to redeem the points, please login to your account at HamptonRoadsPanel.com and click on "My Rewards" on the left side of the page.
  7. I am changing my email address, but would still like to stay on the panel. What should I do?
    Go in to HamptonRoadsPanel.com. Log in and click on the heading "My Account". At the top of the page, you will see an option that says "Update details". Click there and make the changes desired.
  8. Some of my information has changed since I registered. How can I update that information?
    Go in to HamptonRoadsPanel.com. Log in and click on the heading "My Account". At the top of the page, you will see an option that says "Update details". Click there and make the changes desired.
  9. “I’m uncomfortable with providing personal information on my age, race, income, or other areas. Why are these even needed?”
    While completion of personal, demographic and media consumption is required for ongoing participation, the data collected is only for verification and aggregated analysis purposes. Basically, we want to make sure the population receiving the surveys reflects the diversity of the Hampton Roads region through a wide spectrum of demographic lenses. This is important in making conclusions about possible communications or potential changes. Specific responses completed in registration are never tied back to individual participants.
  10. “Will I lose the points I have already accrued when you switch from The Virginian-Pilot Panel (RAM) to the Hampton Roads Panel?”
    All points you have previously accrued with The Virginian-Pilot Panel (RAM) will transfer to the new Hampton Roads Panel. Please contact us directly if you have any issues with this transition.
  11. The survey I took ended due to an answer I gave. Now I don't see the survey under my "Completed Surveys" area. Do I still get the points for taking the survey?
    A survey you are taking will be terminated if an answer you give to some questions makes you ineligible for the survey. However, you do still receive points, just not the full amount. You will not see it listed under "Completed Surveys," but the points are added to your points total. Only surveys you are eligible for will show up under "Completed Surveys."
  12. Why is there a blank profile picture displayed on my personal account page?

    This new program will enable panelists to sign up/login using their facebook or linkedin accounts. We have not enabled this feature yet, so this generic profile picture is what all panelists are seeing right now. We will let all everyone know when we’ve enabled the facebook/linkedin feature in the coming months.
  13. Where can I submit comments specific to news or ad surveys? (or) Why isn’t there an area for general comments specific to news stories or ads tested locally?
    We want to ensure the comments you provide get a direct feed to the appropriate personnel at respective media companies collecting the information. In short, we are looking into an optimal solution for a comments section specific to news/ad tests in the near future In the meantime, you can find the appropriate contacts for comments reserved for The Virginian-Pilot here: contacts
  14. Why don’t the “sliding scales” show on my smartphone when I take surveys? (or) Why do some questions have a large dropdown option when I take them on my smartphone?
    Current example of sliding scale on computer or tablet device:

    Current example of “converted” sliding scale to drop down rating on smartphone:

    Our new vendor survey company is under a system upgrade and should have the sliding scales available on smartphones soon. We will notify everyone when this mobile upgrade has taken place. In the meantime, for an optimal user experience, you’ll want to complete surveys using a laptop, desktop computer, or tablet device. Thank you for your patience.
  15. When will the expanded rewards be available?
    We anticipate within the next 3 months. We will notify everyone when they are available options.
  16. Why didn’t I qualify to participate?
    To qualify to participate you must be 18 years of age or older and (live in Hampton Roads, work in Hampton Roads, or use media produced in Hampton Roads). Hampton Roads is defined as Virginia Cities/Counties: Accomack, Chesapeake, Franklin City, Gloucester, Hampton, Isle of Wight, James City, Mathews, Newport News, Norfolk, Northampton, Poquoson, Portsmouth, Southampton, Suffolk, Surry, Virginia Beach, Williamsburg, York, and North Carolina Counties: Camden, Chowan, Currituck, Dare, Gates, Hertford, Pasquotank, Perquimans.
  17. I was previously on The Virginian-Pilot Panel, but now I don’t quality. Why?
    If you moved or changed what media you use, this likely impacted your ability to qualify. If you have additional questions or concerns please contact us.