Toluna Reviews

Hi Kelsie,

Thank you for submitting your review.

We can confirm that Toluna.com is working properly and you should be able to access your account without any problems if you go to https://uk.toluna.com. For the best user experience, we recommend using Mozilla Firefox or Google Chrome and, if you happen to encounter difficulties, making sure that your cache is cleared and you do not have any browser add-ons that could interfere with how websites are displayed.

If it doesn’t get resolved after doing this, we are always happy to help and further look into any issues or concerns you might have. Simply submit a ticket at https://uk.toluna.com/contactus and provide as many relevant details as possible so that our colleagues may assist you accordingly.

Best wishes,
Toluna Team

Hello Darren,

Thank you for taking the time to leave this review.

We are sorry to hear that your experience with Toluna has not raised up to the standards you rightfully expect.

I would like to personally look into your situation, provide you with a better understanding of what happened and find a solution as soon as possible. Would you mind sharing your Toluna username with me so that I may contact you directly? Kindly note that unfortunately, with just your name we cannot pinpoint your account as we have other members sharing your name.

You can also choose to send me an email at https://uk.toluna.com/contactus with the following as subject: Trustpilot review - follow-up

Awaiting your response,
Katy.

Hello John,

Thank you very much for taking the time to share your review.

I am so sorry to hear you've had an unsatisfactory experience on Toluna. I would like to personally take a look at your account and provide an explanation as to why you are not able to access our surveys.

Would you mind sharing your username or send me an email at https://uk.toluna.com/contactus with the following as subject: Trustpilot review - follow-up so that I can further investigate this?

Best wishes,
Katy

Hi Elizabeth,

We would like to thank you for your review and would also like to apologize for the negative experience you had when taking part in surveys! We would like to change that for the better.

We offer many survey opportunities every day, each with their own special respondent needs and targets. Some research studies are looking for a very specific group of people who meet a very narrow set of demographic or other criteria. If you don't fit the target group, the survey will close and you will be automatically redirected to a new survey opportunity. It can also happen that you are part of the target group, but you are screened out because our system detects that the quota for your group profile has been reached.

To increase your chances of receiving better targeted surveys with the highest chances to qualify, we recommend you always keep your profile surveys up to date.
Your Profile Surveys can be accessed directly from the "Survey Center" or via the Surveys menu in the header: "Surveys" -"Profile Surveys". Profile Surveys are designed to help us improve the level of service we provide and allows us to send you surveys that you are most likely to qualify for.

As you mention you have not been contacted back, I would like to look into it personally and find a solution as soon as possible. Would you mind sharing your username with me, so I check where the delay is coming from and why this was not sorted earlier?
You can also choose to send me an email at https://us.toluna.com/contactus with the following as subject: Trustpilot review - follow-up.

Best wishes,
Katy

Hello Liya,

Thank you very much for sharing your review.

We are very sorry to hear your experience on Toluna was not at the level we would have liked. Our goal is to create an outlet from which our Influencers can make themselves heard and influence the world around them while getting rewarded for their contribution.

We would like to opportunity to discuss your personal experience further. Whenever you have a question or feedback to share, don’t hesitate to submit a ticket at https://au.toluna.com/contactus and our help-desk team will always be happy to help.

Best regards,
Toluna Team

Hello Jeanette,

Thank you for taking the time to share your experience with us and the community. Hearing our members' thoughts enables us to course correct and provide a better service in the future.

Please note that you can visit https://au.toluna.com/privacy to find all the information on how we collect, use, share and secure personal data you provide on Toluna.com when you become a member of our influencers panel and participate the research studies that we conduct for and on behalf of our clients, as well as your privacy rights and how laws that are applicable to you may protect you.

We are very sorry to hear you are frequently disqualified from our surveys. We are dedicated to constantly providing quality data to our clients and to ensure this level of quality (and in agreement with our Terms&Conditions), please note that you might not qualify for all surveys. The reasons you might not qualify include, but are not limited to: your profile not corresponding to our client's target audience, going too quickly through the questions to properly consider your answers, lapse in attention leading to failed quality checks, etc.
We would like to reassure you that none of the information you submitted prior to a screenout is saved or used. When you don't qualify for a survey the points are not rewarded, as your responses are not used in the final research findings and we don’t get paid for them either by our clients.

If you have questions about specific surveys or have reason to believe the screening process in one of our surveys was erroneous I will personally look into it and provide an explanation; just open a new ticket at https://au.toluna.com/contactus with the following as subject - Trustpilot review - follow-up and provide as many relevant details as possible.

Best wishes,
Katy

Hi Mike,

Thank you for taking the time to submit your review. We are extremely sorry to hear that your experience is not as satisfactory as we would have liked to. Our influencers’ experience and satisfaction is a top priority for us and your review is very concerning to us.

First of all, we would like to reassure you that we do not engage in such derogatory practices, like not paying for complete survey participation.

A point often overlooked right after joining Toluna are the Profile Surveys. These are designed to gather information about your personal profile so that we can better target the survey invitations. Having all your profile surveys up to date is very important and contributes a lot in significantly increasing your chances to receive the right surveys for your profile, thus qualifying in more surveys.

Given your experience with market research companies, I'm sure you already know that market research depends a lot on categories and, as such, for each study there are specific profiles and volume of responses needed. For this reason, we indeed have a screening process in place to ensure you fit the target group.
Sometimes, determining whether someone is suitable for a survey takes just a few questions, while other times, it may take more questions. This screening process usually happens in the first half of the survey, however if and when this happens towards the end of a questionnaire, it might be the result of a quality check.

We are dedicated to constantly providing quality data to our clients. To ensure this level of quality (and in agreement with our Terms&Conditions) please note that you might not qualify for all surveys, in which case, the survey will close and the system will offer a new available opportunity. The reasons you might not qualify include, but are not limited to:
Your profile not corresponding to our client's target audience;
Discrepancy in logical suite of responses;
Untruthful responses or false answers;
Inappropriate or abusive replies;
Going too quickly through the questions to properly consider your answers;
Lapse in attention leading to failed quality checks.

When you don't qualify for a survey the points are not rewarded, as your responses are not used in the final research findings and we don’t get paid for them either by our clients.

Nonetheless, if you feel any of the screenings in the mentioned surveys was erroneous, I invite you to submit a ticket through https://uk.toluna.com/contactus with the subject:"Trustpilot review - follow-up" and I will personally look into your case further.

Best wishes,
Katy

Hi White,

Thank you for taking the time to submit your review!
We’re so sorry to hear that your experience was not at the level we would have liked. We take our influencers’ experience seriously and your review is very concerning to us.

We are sure you are already familiar with the screening process we have set in place to ensure you fit the target group needed for a specific research study. Sometimes, determining whether someone is suitable for a survey takes just a few questions, while other times, it may take more, depending on the complexity of the study. This screening process usually happens in the first half of the survey, however, when a respondent is screened out late in the survey, it should be due to failing the quality checks in place.

We are dedicated to constantly providing quality data to our clients and to ensure this level of quality (and in agreement with our Terms&Conditions), please note that you might not qualify for all surveys. In such cases, the survey will close and the system will offer a new available opportunity. The reasons you might not qualify include, but are not limited to:
Your profile not corresponding to our client's target audience;
Discrepancy in logical suite of responses;
Going too quickly through the questions to properly consider your answers;
Lapse in attention leading to failed quality checks;
Answering multiple questions the same way.

Please rest assured that none of the information you submitted prior to a screen-out is saved or used. When you don't qualify for a survey the points are not rewarded, as your responses are not used in the final research findings and we don’t get paid for them either by our clients.
You can find at https://es.toluna.com/privacy all information on how we collect, use, share and secure personal data you provide on Toluna when you become a member of our influencers panel and participate the research studies that we conduct for and on behalf of our clients, as well as your privacy rights and how laws that are applicable to you may protect you.

We are sorry to hear that you are not happy with our customer service and we would love to have the opportunity to offer you a service to the level you expect.
When contacting our customer service, please make sure to send as many details as possible about the issue you’re experiencing, for example the survey number/title/subject or a screenshot of the issue. By supplying this relevant data our customer support team can better assess the situation and find a solution quicker for you to have a better experience on Toluna.com!

Best regards,
Toluna Team

Hello,

Thank you for taking the time to share your review with us and the community! We are very sorry to hear your survey experience on Toluna.com was not up to the standards you expect.

First of all, we would like to reassure you that we do not engage in such derogatory practices, like not paying for complete survey participations; we hope that going forward, the quality of our available surveys will be a testament to that. There is absolutely no reason for us to ever engage in such lowly tactics and ruin your survey experience. We do however wish to apologise that the experience you had made you feel like this could have been the case.

The time mentioned in the invitations and/or the surveys' first page is just an estimation calculated based on the median response time of the entire panel for a questionnaire of that type. However, the completion of the survey itself can take more or less than the estimated time based on individual experience, on the time each member spends on answering each question, on internet speed, computer systems, etc.

As I'm sure you already know, we offer many survey opportunities every day. To ensure the surveys you receive are right for you we have indeed a screening process in place to ensure you fit the target group. The length and complexity of the screening process is directly related to how elaborate a certain research study is.

Usually, when a respondent is screened out late in the survey, it should be due to failing the quality checks in place.
The reasons someone might not qualify include, but are not limited to: the profile not corresponding to our client's target audience, discrepancy in logical suite of responses, going too quickly through the questions to properly consider the answers, lapse in attention, answering multiple questions the same way, etc.

If during the checks set in place you fail to qualify for a survey, then points will not be rewarded as we will not use that data for the research as it is not considered valid.

If you feel your failure to qualify in the latest survey you mention was erroneous and not the result of the above mentioned reasons, I invite you to send me an email at https://uk.toluna.com/contactus with the following as subject: Trustpilot review - follow-up and I will personally investigate this.

Best wishes,
Katy

Hi Roshani,

Thank you for sharing your feedback. Hearing what our members think enables us to improve ourselves and provide a better experience for our community.

At the moment, we have many rewards available and we offer various options at different thresholds so that both very active members as well as the ones who are active less frequently can easily request a reward.

While engagement initiatives organized by our Community Managers such as contests, content and games also allow you to earn bonus points, surveys remain the most rewarding.
We’ve launched the Games feature on Toluna.com as an engaging and entertaining activity for our influencers, to offer them variety and allow them to relax and enjoy a game in between surveys.
We can assure you that you can be a winner at the Wheel of Fortune game, like many other lucky influencers that win every month! We are sorry if you haven't won yet in our Spin The Wheel game, but as in any lottery the more you play, the more chances of winning you have!

We want to let you know that the number of available surveys may vary from day to day, depending on our clients' needs. Hence, there may be days with many opportunities to provide your feedback, but also days with fewer available surveys. To increase your chances of receiving better targeted surveys with the highest chances to qualify, we recommend that you always keep your profile surveys up to date. By doing this you will also earn 100 points for each profile completed.

Each survey opportunity we offer has its own specific respondent needs and targets. For this reason, we have a screening process in place, to ensure you fit the target group needed for a specific research study. Sometimes, determining whether someone is suitable for a survey takes just a few questions, while other times, it may take more. This screening process usually happens in the first half of the survey, however sometimes the screening questions will be repeated towards the end of a questionnaire as a quality check.

We are dedicated to constantly providing quality data to our clients and to ensure this level of quality (and in agreement with our Terms&Conditions), please note that you might not qualify for all surveys. In such cases, the survey will close and the system will offer a new available opportunity. The reasons you might not qualify include, but are not limited to:
Your profile not corresponding to our client’s target audience;
Lapse in attention leading to failed quality checks;
Answering multiple questions the same way;
Discrepancy in logical suite of responses;
Untruthful responses or false answers;
Inappropriate or abusive replies;
Going too quickly through the questions to properly consider your answers.

Nonetheless, if you feel any of the screenings you mentioned were not the result of a quality check, but were still done later in the questionnaire, I invite you to submit a ticket through https://in.toluna.com/contactus with the subject: "Trustpilot review - follow-up" and I will personally look into your case further.

Best wishes,
Katy

Hi Paul,

We are terribly sorry and disappointed to hear that your experience on Toluna is no longer at the level we would have liked. It’s important for us to hear about your experience to deliver a service as you would like it to be, and we hope we can make it better if you give us another chance!

Survey incentives vary based on theme, complexity of the study, length of interview, etc; as such, a complex survey will be awarded with a higher number of points than a very quick and simple one. The number of points offered for each study is displayed in the survey invitation and on the first page of each survey. Survey points can vary between 15 and 15.000 points usually and sometimes even higher.

You are clearly a very loyal and engaged member of our community, so we are sure you already know about the survey screening process and the fact that we also have quality checks in place, as we are committed to providing high quality data to our clients and to ensure this level of quality is maintained constantly.

When a respondent is screened out late in the survey, it should be due to failing the quality checks in place.
The reasons someone might not qualify include, but are not limited to: the profile not corresponding to our client's target audience, discrepancy in logical suite of responses, going too quickly through the questions to properly consider the answers, lapse in attention, answering multiple questions the same way, etc.

If during the quality checks in place you fail to qualify for a survey, then points will not be rewarded as we will not use that data for the research as it is not considered valid.

However, if you feel that the reason why you did not qualify for the survey was not the result of a quality check we would be more than happy to investigate further and make things right for you!

Thank you once again for taking the time to share your opinions, much appreciated! We hope you’ll give us another chance so that you can get the kind of experience that we’re aiming at.

I would love to personally look into any concerns you might have if you send me an email at https://uk.toluna.com/contactus with the following as subject: Trustpilot review - follow-up so we may discuss further your specific personal experience.

Awaiting your response,
Katy

Hello Jonathan,

Thank you for submitting your review and we’re sorry to hear that your experience with Toluna was not of the quality you expected. We at Toluna put great value into open and honest communication with our members and your review is very concerning to us.

We would like to discuss your specific personal experience further. Would you mind sharing your username with me or send me an email at https://uk.toluna.com/contactus with the following as subject: Trustpilot review - follow-up so that I will personally look into it?

Regards,
Katy

Hi Ms. Connolly,

Thank you for taking the time to share your review.

We are very sorry to hear that you encountered difficulties while trying to access our website. Please rest assured that Toluna.com is still active and can be accessed easily if you go to https://ie.toluna.com.

These types of errors may happen from time to time on any digital platform; refreshing the page or clearing cookies and cache can sometimes resolve the issue, as it allows your browser to reflect any recent updates or fixes.

For the best user experience, we recommend using Mozilla Firefox or Google Chrome and if you happen to encounter inconveniences, making sure that besides clearing cache and cookies, you do not have any browser add-ons that could interfere with how websites are displayed.

Our support team remains at your disposal for any questions or concerns you might have. Simply submit a ticket at https://ie.toluna.com/contactus and provide as many relevant details as possible (for example a screenshot of the issue) so that our colleagues can better assess the situation and quickly find a solution.

Best wishes,
Toluna Team

Hi Ewa,

Thank you for sharing your feedback!

We are very sorry to hear your experience is not to the level you would have liked and we hope we can change it for the better!

To make sure the surveys you answer are right for you, we have indeed a screening process in place to ensure you fit the target group. Sometimes, determining whether someone qualifies for a survey takes just a few questions other times, it may take more questions. In such cases you are automatically redirected to a new survey opportunity. This usually happens in the first half of the survey, however if and when this happens towards the end of a questionnaire, it might be the result of a quality check. Nonetheless, when you feel it was not the result of a quality check, we invite you to contact us and we will investigate the situation further.

To increase your chances of receiving better targeted surveys with the highest chances to qualify, we recommend you always keep your profile surveys up to date. By doing this you will also earn 100 points for each profile completed.

We are sorry to hear that you had difficulties redeeming prizes and we apologize for this. These type of errors may happen from time to time on any digital platform, but refreshing the page or clearing cookies and cache can sometimes resolve the issue; as it allows your browser to reflect any recent updates or fixes. If it doesn’t get resolved after doing this, we are always happy to help and further look into any issues or concerns you might have.

Our support team also remains at your disposal whenever you have any inquiries or feedback to share. Simply submit a ticket at https://uk.toluna.com/contactus and provide as many relevant details as possible so that our colleagues may assist you accordingly.

Best wishes,
Toluna Team

Hi Rosie,

We would like to thank you for your honest review and would like to apologize for the negative experience you had when taking part in surveys! We would like to change that for the better.

We launch hundreds of surveys every day, each with their own specific respondent needs and targets. To make sure the surveys you answer are right for you, we have indeed a screening process in place, at the beginning of each survey, to ensure you fit the target group. If you don't, the survey will close and you will be automatically redirected to a new survey opportunity. When you don't qualify for a survey the points will not be rewarded as your responses are not used in the final research findings and we don’t get paid for them either by our clients.

Sometimes, determining whether someone qualifies for a survey takes just a few questions other times, it may take more questions. In such cases you are automatically redirected to a new survey opportunity. This usually happens in the first half of the survey, however if and when this happens towards the end of a questionnaire, it might be the result of a quality check. Nonetheless, when you feel it was not the result of a quality check, we invite you to contact us and we will investigate the situation further.

To increase your chances of receiving better targeted surveys with the highest chances to qualify, we recommend you always keep your profile surveys up to date. By doing this you will also earn 100 points for each profile completed.

Our support team also remains at your disposal whenever you have any inquiries or feedback to share. Simply submit a ticket at https://us.toluna.com/contactus and provide as many relevant details as possible so that our colleagues may assist you accordingly.

Best wishes,
Toluna Team

Hi baileyprk,

Thank you very much for taking the time to submit your review!

We would like to take this opportunity and try to offer an experience to the level that you expect.

The main reason for not receiving survey invites is usually not qualifying for a specific target group. To ensure that you qualify for more surveys we always recommend that our members fill out the profile surveys. By doing this you will also earn 100 points for each profile completed.

Given that you cannot access your account, I would like to have a closer look at this situation and assist you if you would provide your username or submit a ticket at https://us.toluna./com/contactus with the subject "Trustpilot review - follow-up".

Best wishes,
Katy

Hi Wayne,

Thank you for taking the time to share your feedback. We are extremely sorry to hear about your experience and that you encountered difficulties while accessing some of our surveys.

Technical errors may happen from time to time on any digital platform; refreshing the page or clearing cookies and cache can resolve the issue most of the time, as it allows your browser to reflect any recent updates or fixes. For the best user experience, we recommend using Mozilla Firefox or Google Chrome and if you happen to encounter difficulties, making sure that you do not have any browser add-ons that could interfere with how websites are displayed.

A point often overlooked right after joining Toluna are the Profile Surveys. These are designed to get to know you better so that we can send you the best targeted survey invitations.
We offer many survey opportunities on a daily basis, and each of our research studies is looking for a very specific group of people who meet a very narrow set of demographic or other specific criteria. Sometimes, determining whether someone is part of the target group takes just a few questions, while other times, a more complex screening process is needed. This usually happens in the first half of the survey, however sometimes the screening questions will be repeated towards the end of a questionnaire as a quality check.

Please rest assured that none of the information you submitted prior to a screen-out is saved or used. When you don't qualify for a survey the points are not rewarded, as your responses are not used in the final research findings and we don’t get paid for them either by our clients.
You can find at https://uk.toluna.com/privacy all information on how we collect, use, share and secure personal data you provide on Toluna when you become a member of our influencers panel and participate the research studies that we conduct for and on behalf of our clients, as well as your privacy rights and how laws that are applicable to you may protect you.

Besides surveys, you can also earn more points by voting on sponsored polls, playing games, creating quality content or participating in contests launched by TolunaTeamEN.

At the moment, we have many reward options available at different thresholds, so that both very active members as well as the ones who are active less frequently can easily request a reward.

We would be happy to take a further look at any of your concerns if you submit a ticket at https://uk.toluna.com/contactus and provide as many relevant details as possible.

Best wishes,
Toluna Team

Hi Sally,

Thank you very much for taking the time to send us your detailed review, your feedback is much appreciated! It’s important for us to hear about your experience to deliver a service to the level you expect.

At the moment, we have many reward options available at different thresholds, so that both very active members as well as the ones who are active less frequently can easily request a reward.

We offer many survey opportunities every day, each with their own specific respondent needs and targets, themes, complexities, etc. The incentive offered is determined by the complexity of the survey and the length of interview, hence a short and simple survey will be awarded with a lower number of points than a very complex one.
You can still receive products to test at home when you participate in surveys with product testing; however, the product distribution method may vary from study to study, depending on the client's needs. In this particular case, our client decided this would be the most feasible option as it would not have been safe and healthy for the participants to be delivered yogurt containers via courier or post.

Did you know that, besides surveys, there are several more opportunities that allow you to earn more points: by voting on sponsored polls, playing games, creating quality content or participating in contests launched by Toluna Team? Check out all the available features on Toluna.com and make sure to follow the official Toluna Team account - TolunaTeamCA.

In case you would like us to check any survey participation in particular or have any other questions, please submit a ticket at https://ca.toluna.com/contactus providing as many details as possible (survey number, screenshot etc.) and our Support Team will assist you shortly.

Best of wishes,
Toluna Team

Hello Amber,

Thank you for sharing your feedback. We are very sorry to hear about the experience you had with your reward.

First of all, we would like to make it clear that we do not engage in such demeaning activities; we have never deliberately delayed or withheld any of our influencers’ rewards. Our influencers’ experience and satisfaction is a top priority for us and your review is very concerning to us.

We respect our members and we are committed to taking every measure we can on our end to protect the security of our influencers' accounts. For this reason, you are always informed via email each time a reward is requested from your account. However, since that email notification is received, the PayPal payment request may take between a few days up to maximum 1 week to be processed, depending on the number of requests we might have during a specific period of time.

This happens because our Incentive team will perform multiple checks on all the requests prior to forwarding the payment list to PayPal, where other security checks are performed on their end.
As these checks are performed externally, by PayPal employees and Toluna does not have access to the PayPal transactions' details on the spot and our teams will only be able to verify what happened in a particular case we receive these lists, after 30 days have passed since the processing date.

Nevertheless, I would like to follow up on this personally and provide you with an explanation as soon as possible. Would you mind sharing your username with me or send me an email at https://au.toluna.com/contactus with the following as subject: Trustpilot review - follow-up

Awaiting your response,
Katy