Toluna Reviews

Hi James,

We appreciate you taking the time to submit your review and we are very sorry that your experience is not at the level we would have liked.

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. You can participate in all the surveys to which you're invited via e-mail, without limit, so please make sure that you have ticked the "I am invited to a survey" box in your account's settings.
The incentives offered for our surveys are influenced by the complexity of the study: a longer and more complex survey will bring a higher amount of points.

Please keep in mind that you can still earn some extra points during the days with less surveys by voting on the QuickVotes or QuickSurveys in the Sponsored Content Area or simply by playing games in our new Games' section.

We can confirm that Toluna.com is working properly and you should be able to access your account without any problems. 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.

In case you would like us to check any survey participation in particular or have any other questions, please submit a ticket at https://us.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

Hi Alan,

Thank you very much for taking the time to submit your review and we are very sorry to hear you haven't been able to load the captcha codes to sign up on Toluna.com. We appreciate your interest and we would like to help you join our community!

The Captcha codes are used on websites nowadays as a security measure to avoid registrations made by spambots. Sometimes, the captcha code might not load correctly if you are using a browser extension that could interfere with the way websites are displayed. We suggest restarting the browser, then deactivating any add-ons and resuming the registration process. If this doesn't help, please try from a different browser and/or device (our recommendation is to use either Mozilla Firefox or Google Chrome).

In regard to the automatic reply you mentioned, you will receive this notification after submitting a ticket to confirm that your case has been successfully sent and soon you'll receive a reply from our Support Team. If you haven't yet got an update from one of my colleagues, would you mind sharing your ticket ID with me so I may look into it? Or, if you'd prefer, you can submit a new ticket at https://au.toluna.com/contactus using the subject "Trustpilot - follow-up" and I will personally look into it and assist you further.

Best wishes,
Katy

Hello Kar,

Thank you for taking the time to submit your review.

It is possible that from the moment when you receive a survey invitation until the moment you access it, the necessary number of respondents is already achieved and the survey is no longer available. In such instances, the system will re-direct you to a new survey opportunity.

I would like to have a closer look at your account's situation and assist you if you would provide your username or submit a ticket at https://ensa.toluna./com/contactus with the subject "Trustpilot - follow-up".

Best wishes,
Katy

Hi Cecelia,

Thank you so much for your wonderful feedback! Your kind words mean a lot to us and encourage us to work even harder to keep our influencers happy.
Our team will be very happy to read about your excitement.

Please feel free to share your experience with your friends and virtual friends, as well. We’d be happy to welcome them in our influencers community!

Thanks again for your kind words and we look forward to seeing you on Toluna.com!

Best wishes,
Toluna Team

Hi Mara,

Thank you for taking the time to submit your review. We are very sorry to hear about the experience you had with your reward.

We would like to make it clear that we do not engage in such disparaging activities and we reassure you that the unpleasant situation encountered with the gift card is nothing more than an error. Our influencers’ experience and satisfaction is a top priority for us and your review is very concerning to us.

If you have not yet been provided with a solution, we kindly ask you to submit a ticket at https://nz.toluna.com/contactus with the subject "Trustpilot follow-up" and our Support Team will be more than happy to assist you and solve this as soon as possible.

Best wishes,
Toluna Team

Hello Jake,

Thank you for taking the time to leave a review.
We are very sorry to hear that the experience you had so far did not meet your expectations.

As you may already know, we launch hundreds of surveys every day, each with their own specific demographic criteria and targets. To make sure the surveys you answer are right for you, there is a screening process 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. 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.

To increase your chances to qualify for future surveys we recommend making sure that your profile surveys are complete and 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. However, it is possible that, for instance, we invite you to a survey for smokers, but you do not smoke a certain brand and, consequently, the survey will stop and the system will redirect you to a new survey opportunity.

Profile Surveys are divided into three categories: profiles you haven't filled in yet, profiles you have answered before, but have since been updated and require your attention (New), and profiles you have already completed.
For each completed personal profile survey, you are awarded 100 points.
Remember to update your profiles every 6 months to earn more points and get better targeted surveys.

We are always happy to help and further look into any issues or concerns you might have if you submit a ticket at https://uk.toluna.com/contactus and provide as many relevant details as possible.

Kind regards,
Toluna Team

Hello,

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 would like the opportunity to investigate your feedback further and do things better. We invite you to contact our Support Team by submitting a ticket at https://uk.toluna.com/contactus and we would be more than happy to assist you.

Best wishes,
Toluna Team

Hello Faria,

Thank you for taking the time to submit your review.

One of the reasons might be that you have not completed all your profile surveys.

To increase your chances of receiving the highest number of surveys with the best 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. Did you know that Toluna also allows you to earn points by voting on sponsored polls, playing games, creating quality content or participating in contests launched by Toluna Team? Check out all the available options on Toluna.com and make sure to follow the official TolunaTeam account- TolunaTeamEN.

If you need further guidance, our Support Team is more than happy to assist you if you submit a ticket at https://pk.toluna.com/contactus and provide as many details as possible about the issue you are having.

Best wishes,
Toluna Team

Dear Patrick,

Thank you for taking the time to share your feedback. We are so sorry to hear your wife's experience was not at the level we would we would have liked. We would like to make things better, if you give us another chance.

We are sorry to hear that she had difficulties accessing our website. 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.

We would also like to confirm that our Toluna.com website is working fine now, and your wife should be able to access her account and our surveys without any problems.

We sincerely apologize that you have still not yet been provided an answer. I would like to look into her e-mails personally and find a solution as soon as possible. Would you mind sharing your wife's username with me, so I check why this was not sorted earlier? She can also choose to send me an email at https://uk.toluna.com/contactus with the following as subject: Trustpilot review - follow-up

Thank you for helping us make the Toluna experience better!

Best wishes,
Katy

Hello,

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.

The situation you describe could be a re-directing issue from the client's survey. In such instances, if you are not correctly redirected back to the Toluna website after completing the survey on our client's platform, but you did reach the end of the survey, you are registered as a qualified and complete respondent on our client's database.
As soon as the survey in question is closed, the client analyzes the data and sends us the list of qualified respondents so that we may adjust our records and reward all the members entitled to receive the incentive.

I would like to check this further and find a solution if you would kindly provide any particular survey numbers and relevant details in a ticket submitted at https://my.toluna.com/contactus with the subject "Trustpilot review follow-up".

Best wishes,
Katy

Hi Steve,

Thank you for taking the time to post a review.

We’re very sorry to hear that your experience was not at the level we would have liked and we hope we can change that for the better.

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. 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.

Toluna is dedicated to providing quality data to our clients. To ensure this level of quality, please also note that you might not qualify for all surveys, in which case, the survey will close, and you will not receive points for it. The reasons you might not qualify for a survey 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, etc. If during the quality checks in place, based but not limited to the above mentioned reasons, you fail to qualify for a survey, then points will not be rewarded as we/our clients will not use that data for their research as it is not considered valid.

We are always happy to help and further look into any issues or concerns you might have if you submit a ticket at https://uk.toluna.com/contactus and provide as many relevant details as possible.

Kind regards,
Toluna Team

Dear Andrew,

Thank you for sharing your feedback. We are very sorry to hear about the experience you've had and we sincerely apologize that you have not yet been provided with an explanation from our Support Team.

Indeed, failure to comply with our Site Terms may result in termination of your membership account and forfeiture of any Points.
I would like to personally look into your case, so would you mind sharing the ticket number you’ve got when contacting our support team or your username?

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

Hi Valerie,

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.
Our influencers’ experience and satisfaction is a top priority for us and your review is very concerning to us.

Firstly, we would like to make it clear that we do not engage in such disparaging activities and hope that going forward, the quality and quantity 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 apologize that the experience you had made you feel like this could’ve been the case.

Please note that 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. 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.

Toluna is dedicated to providing quality data to our clients. To ensure this level of quality, please also note that you might not qualify for all surveys, in which case, the survey will close, and you will not receive points for it. The reasons you might not qualify for a survey 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, etc. If during the quality checks in place, based but not limited to the above mentioned reasons, you fail to qualify for a survey, then points will not be rewarded as we/our clients will not use that data for their research as it is not considered valid.

Some of our surveys are available on other platforms as well, but in these instances our partners are responsible for paying their respondents since they are not registered on Toluna and their personal information is not stored in our database.
Would you mind sharing your Toluna username with me, so I may investigate this situation further? You can also choose to send me an email at https://ca.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

Hi Jannette,

Thank you for taking the time to send us your review, your feedback is much appreciated!

We are glad to hear that you enjoy the Toluna experience! Your review reaffirms the hard work we put in every day to offer the best experience to our influencers. That is very important to us and your nice words are very rewarding!

Whenever you have a question or concern don’t hesitate to submit a ticket at https://uk.toluna.com/contactus and our helpdesk team will be happy to help.

Best wishes,
Toluna Team

Hi Colin,

Thank you for sharing your feedback.

To benefit from the full Toluna experience, you need to finish your full registration and verify your email by clicking on the link you receive in your mailbox, in case you haven’t done so already.
We launch hundreds of surveys every day and we can assure you there are always plenty of surveys available in Survey Center.

There are multiple ways to access the available surveys:
- directly from your Toluna.com account by hovering the mouse over “Surveys” menu in the header and then clicking on Survey Center or by clicking the “Start Survey” button right next to your profile
- from the Sponsored Content area where you can vote on sponsored polls or start a survey
- notifications in the top right of the page also indicate when new surveys you can qualify for are available
- from the survey invitations you receive via e-mail

Please do not worry, if you miss out on surveys in a particular day or week you are not penalized in any way; there will always be new survey opportunities available!

To increase your chances to qualify for surveys we recommend making sure that your profile surveys are complete and 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. Profile Surveys are divided into three categories: profiles you haven't filled in yet, profiles you have answered before, but have since been updated and require your attention (New), and profiles you have already completed. For each completed personal profile survey, you are awarded 100 points. Remember to update your profiles every 6 months to earn more points and get better targeted surveys.

Toluna also allows you to earn points by playing games, creating quality content or participating in contests launched by Toluna Team. Check out all the available options on Toluna.com and make sure to follow the official TolunaTeam account- TolunaTeamEN.

If you have any questions or need more information, please don’t hesitate to reach us at https://uk.toluna.com/contactus and our support team will be more than happy to assist you.

Best wishes,
Toluna Team

Hello,

Thank you for your lovely review!

We're thrilled to hear that you enjoy Toluna Influencers Community and all the features we have on the site!

Please feel free to share your experience with your friends and family!
We’d be happy to welcome them in our influencers community!

Thanks again for your nice words and see you soon on Toluna.com!

Best wishes,
Toluna Team

Hello Frank,

Thank you for sharing your feedback. We are very sorry to hear about the experience you had with the e-mail verification.

It may happen that our e-mails are marked as Spam in your mailbox and consequently your e-mail can no longer be reached from our end. This, however, has a simple resolution, by adding our domain "@toluna.com" to your safe list.

If you do not manage to verify your e-mail, I would be happy to assist you personally. Simply provide me with your username here or open a ticket at https://no.toluna.com/contactus with the following as subject: Trustpilot review - follow-up.

Regards,
Katy

Hi Cristina,

Thank you for sharing your feedback. It’s important for us to hear about your experience to deliver a better service.

We would like to discuss your specific personal experience further so that we can make things right for you. Please provide me with your username here or open a ticket at https://uk.toluna.com/contactus with the following as subject: “Trustpilot review - follow-up” and I will personally look into it.

Regards,
Katy