At Respondent, we take the protection of user data, privacy, and security very seriously. Respondent does not provide researchers with any participant contact information or Personal Identifiable Information (PII).
As of October 2022, we now offer Researchers the option to ask Participants to opt in and share their personal email addresses for a limited amount of time.
To learn more about our new email visibility feature, click here >>> email address.
If you request or send email addresses in either the screener or via the message center in a project, we automatically redact this information.
With the exception of a few research study methodologies, collecting any participant's PII, including but not limited to a phone number, physical address, social security number, financial information, account numbers, birth date, etc is prohibited on Respondent.
We know that you want to get the best data and collect all the information relative to your research project, however, if Respondent discovers you're collecting any PII you will be removed from the platform per Respondent’s Terms and Conditions.
Screener Surveys & Project Invitations
Asking Participants to provide any PII before taking a Screener survey, or before being invited to participate in your research project is strictly prohibited
Do not embed a request for PII in an outbound link in a Screener Question or in the Project Details. Any connection that makes the Participant leave the Respondent platform while applying for a Screener or in the Invitation to join a research project, and takes them to a fillable Google document, or a link connecting them to WhatsApp, TikTok, or any other app or website is grounds for your research project(s) to be paused and may include account deactivation.
If you have any questions about creating a screener, or what information you can and cannot request from a Participant, please contact our Customer Success Team at support@respondent.io before launching your research project or sending invitations.
Messages
If you need to contact a Participant, you can contact them via messages, inside your project dashboard. Participants are notified via email and text message when you send them a message.
Reasons you would contact a Participant include:
Clarify an answer to a screener question.
Confirm some details about a scheduled meeting.
Provide any homework or an NDA prior to starting a project.
Phone Screening
Only with documented consent, within the messages center of the project, can you ask a Participant for a phone number to organize any additional phone screenings for clarity or context. This should take place before any official invitations to participate.
Read more about Phone Screening here.
How to reach Respondent Support:
1. Start a chat with our Support Team directly from the chat support "bubble" in the bottom right hand corner of your screen (when logged into the Respondent platform). From there, our AI auto-help agent will immediately begin assisting you!
2. Our Support queues are monitored by real humans Monday through Friday, from 11:30 AM Eastern US until 7:30 PM Eastern US, excluding US federal holidays. Please allow more time for our assistance on Monday's and following US federal holidays, as we will be working to get caught up across all pending requests. There is no need to duplicate your outreach or send multiple follow ups, we will be with you as soon as we can!
3. In the event our AI auto-help agent is unable to resolve your issue, or answer your question, simply ask to speak to a human or select the "Talk to a Human" option at anytime and your thread will be escalated for a team member to review.
4. In the event the chat service is down or otherwise unresponsive, please email support@respondent.io as a backup option to reach our team. In order to keep queues organized and our follow up as efficient as possible, please only reach out via one method (either in-app Support Chat or email). Thank you!
We look forward to helping you! Thanks for being the best part of Respondent!