Royal Mail Surveys System
 
FAQ  
 
Technical

Survey Issues

SMARTs

Misdeliveries

Technical:

1 a. When I try to login, I get the following error message: "Incorrect username." What should I do?

The Username cannot be recognised. Please ensure it has been entered correctly and if you are still unable to enter then contact your administrator for assistance

1 b. When I try to login, I get the following error message “Incorrect password” what should I do?

The 'Password' you have entered is incorrect; please ensure it has been entered correctly.If you are still unable to enter the site then please use the forgotten password link

For security reasons your password must be made up of letters and numbers, and at least 8 characters long.

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2. I have forgotten my password?

Click on Forgotten Password, and then enter your e-mail address. You will then be sent an e-mail giving you a new password (the password will be a mixture of characters, letters & numbers). Please use the password given to login. Once you have successfully logged in you can change the password to a more memorable one using the '' Manage My Account '' option.

For security reasons your password must be made up of letters and numbers, and at least 8 characters long.


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3. How do I change my password?

After logging in select 'Manage My Account' on the bar at the top of the screen. From the options list choose Change Password.

For security reasons your password must be made up of letters and numbers, and at least 8 characters long.


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4. How do I change my Username?

You should ONLY do this if your e-mail address changes.
After logging in select 'Manage My Account' on the bar at the top of the screen. From the options list choose Change Username.


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5. When trying to use the site I get a message telling me that the Session has 'timed out'?

If you have used the site previously without problems and this message occurs, this could be a temporary system problem, please try again later.
If this is your first time using the site, please follow these instructions:

The rmsurveys.research-int.com website requires certain settings to be enabled so you can login and navigate through the survey system effectively. Here we explain how to enable the required settings with the rmsurveys system ONLY. (Please note that this change will not compromise the security of your system when using any other websites).
  • Open Microsoft Internet Explorer (6.0 or higher)
  • Select "Internet Options" from the Tools menu at the top of the screen.
  • Click on the "Privacy" tab.
  • Click on the "Sites…" button in the middle of the privacy form.
  • Enter research-int.com into the "Address of Web" site field:
  • Click on the Allow button
  • Click OK button
  • Click OK button again
  • Close down Internet explorer
  • Reopen internet explorer
  • Now you can use our site.

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6. Why can't I access the training site?

The training site is there for guidance. However it will not prevent you from carrying out your survey tasks if you do not visit it.

Some of our other panellists have found that their Internet Service Provider has compatibility issues with our site which prevents access to our training area and this may be the case for you. Please try the below suggestion first, but if you continue to experience problems then please let us know at postalsurvey@research-int.com and we can send you a “Word” version of the training instead

It is likely that your ''Pop-up'' settings are not allowing our training system to run on your computer.

Although this information is specific to Internet Explorer 6.0 it is possible to enable Pop-ups for other browsers and toolbars using a similar method.

  1. Select ''Tools > Pop-up Blocker > Pop-up Blocker Settings'' from the top menu. If the option ''Pop-up Blocker Settings'' is greyed out (i.e. is not selectable) then Pop-up blocker is disabled and therefore already allows Pop-ups for all web-sites.

  2. The following screen will be displayed:

  3. In the ''Address of Web site to allow'' field type the address ''research-int.com'' and then click the ''Add'' button.
  4. The ''Allowed sites:'' box will now show '' *.research-int.com'' to highlight that Pop-ups have been enabled for all Research International web-sites:
  5. Click ''Close''.
  6. Pop-ups have now been enabled for all Research International web-sites.
We will soon be compiling an alternative version of the training which will be viewable by all, please look out for this if you continue to experience problems getting into the training section.

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Survey Issues:

7. I am going on holiday. What do I do?

We need at least three weeks notice in order to cancel most test items you are scheduled to receive and to stop your weekly posting pack. Unfortunately we are not able to block all test items being sent to you e.g. magazines, posted by other businesses on our behalf.

We identify a holiday as any day which you will not be able to identify the day of receipt of a test item. However, we only need to know about holidays which last 3 days or more.

After logging in select 'Manage My Account' on the bar at the top of the screen. From the options list choose Enter Holiday Information.
  • Click on the first day of your holiday
  • Click the Next button
  • Click on the last day of your holiday
  • Click the Next button
  • Check the details
  • If correct click the Finish Button

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8.Where do I post my test items?

If you take part in the survey from home, you should post your items in a post-box anywhere within your postcode area. This is any post-box with a post-box id that begins with the first letter(s) of your postcode. Remember, if this is your first time using a specific post-box, you must take note of the post-box ID and enter it onto our system

Your posting plan will instruct you whether the item should be posted in a post-box or at a post office. Please note that if the plan instructs you to post in a post office, the post-box outside of the post office is acceptable.

If you take part in the survey from work using a meter franking machine, you should post test items by the usual posting method of your workplace, such as the mail being collected by Royal Mail or posting into a post-box for meter franked items


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9. When do I post my test items?

Post them before the latest collection time at your chosen post-box. If you are unable to post before the latest collection time then please post them on the same day of the following week before latest collection time at your chosen post-box.


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10. I have missed a posting. What do I do?

Post on the same day of the following week before the latest collection time at your chosen post-box. Please ensure that you update the system with the amended date of posting.


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11. I received a posting pack whilst on holiday. What should I do?

Please either return the pack with all items inside or post out the items on the same day they were due to be posted but in the week of your return. Please then enter this information online by letting us know the dates you actually sent the items.


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12. Do I need to hand my test items over the counter at the Post Office?

No you do not need to hand them over the counter, it is fine to post them in the post-box outside.


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13. Do I use the post-box inside or outside the Post Office?

It is fine to post them in the post-box outside.


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14. The post-box has the tablet missing. What do I do?

Email our helpdesk with the details of the post-box road/place. Please ensure that if you do this, include as much detail about the post-box location as possible to aid us in matching the post-box to Royal Mail’s database.


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15. I have tried to enter a post-box but the system lists a different address. What do I do?

Email our helpdesk with the details of the post-box road/place. Please ensure that if you do this, include as much detail about the post-box location as possible to aid us in matching the post-box to Royal Mail’s database.


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16. I don't use the post-box I used to use anymore. What do I do?

Go to “Manage my Post-boxes” and enter the ID of the new post-box you are going to use. You can enter up to 10 Post-boxes but once entered they cannot be removed.


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17. The Post Office I use has closed. What do I do?

Post in one of your usual post-boxes or enter a new posting point in the “Manage my Postboxes” section of the site if you are using another Post Office.


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18. My posting pack has not arrived. What should I do?

Our apologies for this. Please email our Helpdesk to let us know. If you do receive the pack later in the week please post the items the next week according to the schedule (on the same day of the week).


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19. What is a Post Box tablet?

The Post Box tablet can be located on the front of each Post Box. It shows the Last Collection times of mail for that box, the days of collection, the postcode of that Post Box and various other pieces of information. The Post Box Tablet is where you can find the Post Box ID. This is usually located in the bottom left hand corner and usually consists of the first part of the postcode and 2 or 3 numbers. For example AB12 100.


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20. The R number and the Poster item number does not match. What should I do?

The “R” number and the “Poster Item” number are 2 different things. The “R” number is what is placed on the paper insert of each item when preparing it. The “Poster Item” number can be found on the online and paper posting schedules and are for our reference only. The two numbers will never match.


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21. I have tried to enter a received item but the system does not recognise the R number. What do I do?

Please ensure you are entering an item of mail you have received from another panellist and are not trying to enter an item that is due to be posted by you.

If there is still an issue and the system is not accepting a genuine R number the first thing to do is check that the postcode on the R number label (bottom right hand corner) is your postcode. If it isn’t then you have been sent the wrong R number and you will not be able to enter that item. Please return it to us.

If the postcode is correct and you are still having problems then please do not enter the item and just return it to us.


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22. I have received an item without an R number insert but it does have a SMART inside how do I enter the item and SMART details?

You will not be able to enter the details for this item. Please return the item to us and return the Smart in one of our pre paid Smart return envelopes


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23. I have a magazine which I need to enter as received but the issue dates do not match what is on screen. What should I do?

If the issue dates do not match what is on screen then please select “None of these”. The system will then issue you with a 4 digit number which you will need to write onto a yellow label that we supply and attach the yellow label to the outside of the item before returning it to us.


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24. I just can not seem to get into your site even though I know that I have done everything correctly. What do I do?

There are some Internet Service Providers which do seem to have compatibility issues with our site. AOL is one example of this. If you continue having access problems with our site even though you are sure you are doing everything correctly, there are no other possible causes and you are AOL members then please let us know. This unfortunately may mean we have to remove you from the survey as there is no known resolution to this issue.


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25. I am a business panellist and we are not open on Saturdays what should I do with Saturday postings?

Please do not worry about posting these items out or data entering them. Pease just return the items and any associated Smart’s to us. Please ensure you use Smart return envelopes to return any Smart’s.


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26. I need more SMART return envelopes. How do I get them?

After logging in select 'Request Stationery' on the bar at the top of the screen. From the options list choose stationery requests
  • Click the box next to SMARTs return envelopes
  • Click the Next button

You will receive the SMARTs envelopes approximately 7-10 days later

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27. I need more Standard large return envelopes (for returning items). How do I get them?

After logging in select 'Request Stationery' on the bar at the top of the screen. From the options list choose stationery requests
  • Click the box next to Standard large return envelopes (for returning items)
  • Click the Next button

You will receive the Standard large return envelopes approximately 7-10 days later.

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28. I need more Yellow labels. How do I get them?

After logging in select 'Request Stationery' on the bar at the top of the screen. From the options list choose stationery requests
  • Click the box next to Yellow Labels
  • Click the Next button


You will receive the Yellow Labels approximately 7-10 days later.

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29. Sometimes when entering a received item a list of numbers is displayed, why is this?

This is numerical description of your postcode, which business bulk mailers use to sort their mail (Customer Sorted Mailers). This question will only appear for test items sent by these large mailers e.g. direct mail, catalogues and magazines etc. Please select the correct code shown online against the code showing on the item. Generally the code will look something like 436 or 43654 and these numbers will normally be displayed somewhere near the address on the item.


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30. I am receiving catalogues, magazines and general business mail. Have you sold my details to an external company??

No, your details are protected under data protection legislation and used only for the purposes of the Royal Mail Survey. Royal Mail require us to monitor the delivery performance of all types of mail including dummy mail e.g. Direct Mail, catalogues and periodical magazines, etc.

These are legitimate test items, which need to be entered on the system.


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31. I have a test item without an 'R' number insert. How do I proceed?

Follow the usual procedure when entering the item on line by clicking on 'Receive any items to enter'

Enter the day it was received but instead of entering the “R” number click the box 'No test letter insert found'.The system will then issue you with a 4 digit number which you will need to write on one of the yellow labels we provide before affixing the label to the outside of the item and returning it to us.

a). If the Item is a Magazine specified in the list displayed online:

In the case of a magazine select the title from the list provided and click the “Next” button. Select the correct issue date or click ''issue date not shown''

If you click “date not shown” a reference number will appear

Please write this number clearly on a yellow label and affix to the received item. Continue entering the item as usual.
I
b). If the Item is not specified in list displayed online:

In the case of a magazine select title from the list provided

  • Click Other
  • Click Next button
  • a reference number will appear

Please write this number clearly on a yellow label and affix to the received item. Continue entering the item as usual.


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32. The system does not recognise the Post-box ID. What should I do?

First check you have typed the Post-box ID in the correct format. It needs to be entered exactly as appears on your post-box.

If this still does not work, you can choose another post-box in your area. Please note that this has to be within your postcode area i.e. the first letter(s) of your postcode.


Or alternatively, you can email our helpdesk with the details of the post-box you are trying to register. Please ensure that if you do this, include as much detail about the post-box location as possible to aid us in matching the post-box to Royal Mail’s database.

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33. There is a Resolve queries section on the websites. Why does it turn red sometimes?

This section of the website allows Research International to raise queries with you. Please click on ''Resolve Queries'' every time the button turns red as we may have queries about certain items you have either sent or received and need you to confirm some additional information. If there are no items we need to query with you then there will be none displayed and the task box will remain blue.

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34. When entering sent items why do I have to click twice on an item?

You are required to enter each item twice. The first time is to indicate that you have prepared it; including telling us which smart you have put in the item. The second time to verify when you posted the item.


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35. The schedule has asked me to post at a time I can not make what do I do?

Please do not worry if you can not post at exactly the right time or at exactly the right posting point as long as the posting point you do post from is on your list of postboxes and you ensure you tell us which box you actually used.

The time of posting and the posting point is not as important as ensuring the item is posted on the day it needs to be and before the last collection time for that box.

Please ensure you always post from within your postcode area.


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36. The schedule has asked me to post at a point I can not post at what do I do?

Please do not worry if you can not post at exactly the right time or at exactly the right posting point as long as the posting point you do post from is on your list of postboxes and you ensure you tell us which box you actually used.

The time of posting and the posting point is not as important as ensuring the item is posted on the day it needs to be and before the last collection time for that box.

Please ensure you always post from within your postcode area


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37. The schedule has asked me to post from my Business on a Saturday but we are not open what do I do?

Please post the items on a Friday instead.


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38. Recognising test items.

Our test items are made to look like normal items of mail to give the most accurate measurement of the service. However, it is worth noting that all of our test items will be addressed using your Title, First Initial, and Surname. If an item is addressed using more than one initial or your firstname, it will not be a test item.


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SMARTs:

39. Why do I need to return a SMART to RI?

This is because we have a limited number and we need to reuse them in other items for other panellists. It may also be because the battery has run flat.


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40. I have a SMART that does not appear on my on-line stock list. What do I do?

Please place the SMART in a SMART return envelope and post back to RI.

You do not need to enter on-line that you have returned this unrecognised SMART to us.Please note that the SMART on-line stock list is updated each week Thursday overnight so it is necessary to wait til Friday each week to check the list.


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41. There is a SMART on my stock list that I do not have. What do I do?

Do not worry! When the SMART is returned to RI by the panellist who does have it, the SMART will disappear from your on-line stock.


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42. I have an item(s) due to be posted, which does not have a SMART code. What do I do?

If you have a SMART, which is listed as awaiting stock check or ready for use, you may use this in any item, as long as your verify the code of the SMART you used. You will need to click on the test item to prepare it ready for posting and then select the SMART you wish to use from the drop down list.

For your information, SMARTs are allocated to items each Thursday for the following week. If you look prior to Thursday, no SMARTs would have been allocated yet for those items. If after a Thursday an item indicates it requires a SMART but none have been allocated, please select one yourself by clicking on the item.

Please do not seal the envelope, until you have placed a SMART inside.


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43. The item is showing a SMART that I do not have in stock. What do I do?

Do not worry! If you have a SMART, which is listed as awaiting stock check or ready for use, you may use this in any item, as long as your verify the code of the SMART you used. You will need to click on the test item to prepare it ready for posting and then select the SMART you wish to use from the drop down list.


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44. I have an item to send which should have a SMART included, but I do not have any SMART’s left in my stock. What do I do?

If you have an item to send with a SMART, but do not have any left in your stock, send the item as requested, but without a SMART and when entering the sent information online, click on the drop down box and select the ‘none added’ option.


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Misdeliveries:

45. Do I record survey mail that just relates to me or for anyone at my address?

Mail recorded as part of the correctly delivered total (column A on form 1) should relate to anyone in your household.

*Please remember, when recording a Mis Delivered item (column B form 1 and form 2) is only classed as Mis Delivered if both the name and address details are incorrect.


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