ABOUT THE SURVEY
What is the UNEX Survey?
UNEX is a survey which measures the quality of postal services for international mail in over 30 countries worldwide. It has been running continuously for 25 years now.
The measurement is run by the International Post Corportation (IPC) and Quotas has been commissioned to be one of the contractors conducting the testing.
More information on IPC and UNEX can be found on http://www.ipc.be.
What is my contribution to this survey?
As a participant you will be part of a worldwide network of panellists and you will support the quality improvement which will benefit all postal customers.
The results from the survey help IPC and postal operators across the world to monitor and manage the quality and make improvements.
ABOUT THE SYSTEM
What is 'NU-MMS'?
NU-MMS is the name of the web-based survey tool, which you will use during your participation.
In the so called ‘Panel Zone‘ you will register all items that you send and/or receive. In addition, you will be able to add any other requested information or communicate with your panel manager.
I have not received your email to activate my account - what shall I do?
Please note it may take some days up to a few weeks until you receive this email from us. If you have more than one email address, please make sure to check the inbox of the email address you have provided during registration. Also, you might want to check your spam folder.
The provided link within my email is not working - what can I do?
Please make sure to click on the link next to PASSWORD. If it is still not working, please copy the link and paste it to the address line in your browser.
I cannot access my online account - what can I do?
Not being able to access the website can be connected to maintenance of the NU-MMS tool. Should you get an error message stating ‘Internal Server Error‘, it is due to maintenance. In this case, we kindly ask you to try again later.
If you have login problems that are not connected to the above mentioned error message, we recommend using a different browser than the Internet Explorer (e.g. Firefox, Google Chrome, Safari). Shall the website still continue to be unavailable without indicating a reason, please feel free to contact us via email at ✉️ firstname.lastname@example.org.
Can I change my password?
Yes, of course you may change your password. Simply select ‘Change Password‘ from the drop down menu next to your displayed panellist ID (upper right corner).
I forgot my password - what can I do?
Please click on ‘Forgot your password?’ on the Login page.
How do I use the 'My Message' feature?
In order to contact us via message, simply click on this feature and type a message. Once completed, please click on ‘Send‘. Any new messages in your inbox, i.e. a reply from us, will be indicated by flashing of this feature and a number – of new messages – in the right upper corner of the ‘My message‘ feature.
ABOUT YOUR PARTICIPATION
How many items will I be receiving and/or posting in terms of this survey?
You will be receiving and/or posting approx. 3-5 items per week.
What is a transponder?
Transponders are small and harmless electronic devices tracking the transit times of a test letter at certain gates within the postal systems.
Please note: The transponder will not track or ping nor submit any data or information from your home or company.
There are three different types of transponders:
- Passive transponders → a label with a barcode already affixed to the test letter document
- Active tranponders → a separate item inserted in the envelope with the test letter
- Dual transponders → a combination of both – passive and active: a label affixed to the separate item inserted in the test letter
Depending on your country, you might receive test letters with one to three different transponder types. If you receive an active or dual transponder (please see picture), please make sure to return these to our production unit by simply using a return envelope provided by us. Please insert one or two tranponsers into the return envelope depending on the instructions that came with them. Please note no franking of these enveloped is needed, as they already are Pre Paid! You can simply post these using any mailbox.
(a template of an active / dual transponder)
If you have run out of the return envelopes please just let us know. It is very important that you will be returning all received active and dual transponders on a regular basis – latest a week after the transponder was received.
How do I find out about the correct format of my address?
We will ask you to enter your address in the Panel Zone. The correct address format is usually the one you are already using to address any mail you are posting within your country. As this may differ from country to country, and in order to make sure that you are using the correct format, please follow the displayed example or check the website of your national postal operator.
Why do I receive emails from you about my performance?
Our system looks at the data and can sometimes identify certain patterns related to items you have sent or received. These patterns can appear due to a variety of reasons, including trends in the post delivery. Please note that by sending emails about your performance and having queries we simply try to understand the correlation better – it does not necessarily mean we doubt that you are carrying out your tasks correctly.
Also, sometimes the above described patterns are generated automatically, and we just need a confirmation or additional information from you. Hence, if you receive such an email, please follow the instructions and try to answer our questions as detailed as possible.
I have a friend/family member who would like to participate as well - how can they register?
That’s great news! Please let them know the following link – https://quotas.de/en/earn-money-with-our-postal-survey-unex-t01/– and ask them to register and fill in the survey questionnaire. After that please contact us via email and let us know the name and email address of your referred friend/family member so that we can take it into account.
Please note: It is not possible for your friend/family member to participate in this survey if they have the same address as you, i.e. living in the same house/apartment.
I am moving home - how shall I notify you about this?
If you are moving home, please let us know at least six weeks in advance. Simply click on ‘Change address‘ in your Panel Zone and complete the questions. If you are sending test items you need to set up a new sending location. If you are receiving test items and have redirected your mail from your old address, please enter all redirected items as ‘Unsure’ as the redirection usually delays the delivery.
I am going to be away - how shall I notify you about this?
If you are going on holiday or will be unavailable to complete your tasks for any other reason, please let us know at least six weeks in advance. To let us know simply enter the dates that you will be unavailable in your Panel Zone by clicking on ‘Not available to Send/Receive‘. If someone can cover all your tasks whilst you are away, please enter their details.
SENDING TEST LETTERS
I cannot confirm the items in my posting plan as they do not have an item ID - what shall I do?
As a new participant, you will see items labeled ‘letterNumber01’ (and ongoing) in your ‘Posting Plan‘. These items are for training purposes only and won’t be taken into consideration. Please feel free to make yourself familiar with the process of entering data by clicking the buttons in your Posting Plan and test the procedure.
You will be able to enter your data correctly once you have started sending your test items.
What should I do if I have not received my sender pack?
If your sender pack including all the test items to be posted by you has not arrived on time (i.e. latest on Saturday before the planned posting week), please let us know via ‘My message’ or via email at ✉️ email@example.com.
IPC UNEX CEN: What exactly is an induction method?
The induction method refers to the place you usually post your letters from, i.e. a mailbox, a post office, or – for companies only – a pick up by the national postal provider. Mailboxes or post offices are referred to as Sending Locations (please see topic below). Please always use the induction method that is indicated in the cover letter that you have received with your printed Panellist Instructions.
There are several variations in terms of sending locations and induction methods in different countries. Should you need more information on this topic or have any questions just contact us via email at ✉️ firstname.lastname@example.org.
How do I set up a sending location?
As a sender of test items you will need to register a Sending Location in your Panel Zone. Please simply click on ‘Sender Location Registration‘ and thereafter on ‘+ Add‘. Now please enter the details requested and submit the information. Once your sending location has been approved by our panel managers (this may take a few days), you will be able to use this location during the data entry. For more detailed information please check your Panellist Instructions below.
I do not have a specific description for my sending locations - what shall I do?
It is totally fine to enter a simple description like ‘Mailbox next to the supermarket‘ or ‘Post Office near my work place‘. It is also OK to indicate more than one sending location.
What excatly is a last collection time and were do I find it?
Sometimes you will be able to find a post code on the mailbox or in the post office. You can also check the post code on the internet (e.g. google maps) when entering the street name, or check the website of your postal operator. If none of these will be helpful, please let us know and we will be happy to assist.
I do not know the exact post code of my sending location - what shall I do?
The last collection time is the latest time on a given das (e.g. 16:00h on Mondays) when mail is collected from the mailbox or the post office. Usually, the last collection time is indicated on the mailbox or in the post office.
Please note: Closing times of a post office are not necessarily the same as the last collection time!
Please also check the cover letter you have received with your printed panellist instructions for the last possible collection time in your country. This time, however, can differ from the specific time of your mailbox or post office (i.e. the general time can be later than the time indicated on your mailbox). In case the last collection time indicated on your mailbox or in your post office is later than the general time stated in the cover letter, please get in touch with us.
Why is the last collection time important?
Entering the last collection times of your sending location is an essential part of your task as a sender in our survey. You might have received an email in the past, asking you to check these LCTs. We would like to explain the necessity of this particular part of information.
By sending and/or receiving test letters in our survey, you are helping to measure international transit times throughout Europe. We want to make sure that the data collected is of high quality.
How are the Last Collection Times connected to this?
The last collection times of your sending location are the times when your postal operator picks up the mail at your sending location. This means that when it is passed, the mail will no longer be collected from the post office or mail box on that day.
If you put the mail in the mail box or drop it off at the post office after this time, it might not be processed until the day after. For this reason, it is important to post all items before the last collection times and to make sure that the times stated in your profile are correct. Otherwise, the stated send date might be wrong and the items would not be send to plan.
Why should I send letters according to the posting plan?
We ask all our senders to post the letters exactly according to their posting plans, on the planned send date and before the Last Collection Time of their sending location.
This step is very important for our data evaluation and for improving the overall quality of postal service – therefore your help is very much appreciated. In general, letter streams are not the same on every weekday. There are days with higher letter volumes in general or of certain formats, for example. In the measurement, we try to represent that as exactly as possible. You can help us with this by sticking to your posting plan – or, at least, by sticking to the planned weekday.
For participants from Ireland: Can I use a delivery box as a sending location?
Please note: For our survey it is not allowed to use a delivery box for sending test letters. We kindly ask you to always use the induction method agreed for your participation.
IPC UNEX TD - For participants sending small packets: The employees at my post office refuse to accept my items (for different reasons) - what shall I do?
In general you should not experience any issues with posting the small packets at your post office. Sometimes, however, some postal employees might be misinformed and hence refuse to accept the items. In such a case please simply get in touch with us.
RECEIVING TEST LETTERS
At what time should I check my mailbox?
To make sure we have the correct delivery date for the test items you are receiving it is very important that you check your mailbox on a daily basis in the late evening. Please note that sometimes the latest delivery of mail might even be after 20:00h. For detailed information about the latest possible delivery in your country please check the cover letter you have received along with your printed Panellist Instructions.
An item I received was damaged/opened - what shall I do?
Please send us an email stating the items ID and preferably include a picture of the said items.
Why do I have to keep the received items/envelopes?
Sometimes we might ask you to confirm the receipt date of an item that has been received by you. We also might have other queries concerning said item, e.g. about the franking or the address. Therefore, please keep all received items for three months – for your convenience you will find the exact date on the letter document inside the envelope.
IPC UNEX TD: What are the delivery options for receiving small packets?
Please check the datailed information for different delivery option hereafter.
IPC UNEX TD: I have received a notification card from the postal operator - what shall i do?
Please check the datailed information in your Panellist Instructions. In case of any further queries, please let us know.
ONLINE DATA ENTRY
How do I enter the data of the items I have sent and/or received?
All relevant data of the items you are sending and/or receiving has to be entered online in your Panel Zone. For detailed information please chek your Panellist Instructions below.
When should I enter the data for a letter sent and/or received?
We ask you to enter the data of your sent and /or received test letters ideally the day you sent and/or received it or latest one day after posting and/or receiving.
Maybe you are wondering why we need the data that quickly – The measurement aims at improving the overall quality of postal service. Therefore, we evaluate the submitted data constantly, which is a lot easier with “fresh” data.
Furthermore, we know from our experience that the longer participants wait to enter data, the more mistakes can be made because things get mixed up.
We know that it is sometimes not possible to enter the data the same day. To avoid mixing up data of several letters, we recommend receivers to note the receipt date on each test letter. For senders, we recommend to always send to plan and in case of changes, to note the send dates in your paper posting plans.
In case letters still get mixed up, you can enter a test letter as ‘unsure’. However, for our measurement we need exact receipt and send dates. So if you enter an item as ‚unsure‘, it will be deleted and cannot be taken into account. That is a because your work will have been be in vain. Therefore, we would like to avoid that.
For sender panellists: Why do I have to register the receipt of my sender pack?
If you have agreed to act as a sender of test items, you will have to register your weekly sender pack online in your Panel Zone once it has been received. This information is important for our data analysis.
Please note: you will not be able to enter the data of sent item if the respective weekly sender pack has not been registered. For detailed information please check your Panellist Instructions below.
What should I do if I have made a mistake, i.e. entered wrong information during the data entry?
Please send us an email at ✉️ email@example.com stating the item ID and specific case (e.g. wrong receipt date entered, wrong sending location selected, etc.)
Why do I receive automated queries about the information I have entered online?
Sometimes our system might automatically send queries about items with possible inconsistencies. Please check your Panellist Instructions below for detailed information:
For receiver panellists: Where do I find the control ID?
To be able to enter the data of received items you will need the respective control ID. This is to be found on the letter document inside the envelope. Please check your Panellist Instructions below for detailed information.
How often and how much incentive will I be receiving for my participation?
You will receive a monthly incentive according to your role (sender vs. receiver vs. sender and receiver). We will let you know the exact amount once your role in this survey has been finalised.
Will I receive a reimbursement of franking costs?
The same applies if you are a Private Sender who agreed to meter the test letters at a post office.
What is the best way to contact you when I have queries or additional questions?
Simply send us an email at ✉️ firstname.lastname@example.org or a message via the NU-MMS. We will try to reply to your query within one day (Monday to Friday), but please understand sometimes it might take longer (in particular during any holiday periods).
When conctacting us via email, please make sure to indicate your country and your Panellist ID within the subject of the email. This way your request or query can be solved and replied to more promptly.
PROTECTION OF PRIVACY
How is my personal information used?
Your personal data is used for market research purposed in UNEX only. The data we provide to the IPC and the postal operators does not allow them to link particular data to any specific person.
All panellists taking part in this survey have agreed during the initial questionnaire that we will use only the relecent personal information.