**Surveys at Upwork

Disclaimer - There are various teams within Upwork that will email surveys or promotions. The User Research team is just one of many. The following information applies specifically towards the User Research team only (for example, Marketing Insights team and the Marketing team may have their own emails).

How to identify whether a survey invitation email is legitimate:

1. Checkout to the urx-distribution Slack channel! Anytime an email is sent from the User Research team, there will be a copy of that survey in that channel that looks like this:
2. Confirm the subject line of the email from the customer, then find the matching one in Slack > hover over the email and click to expand:
3. Scroll through the opened ping to view the full email:

What to do when a customer reaches out saying that they did not receive an incentive for completing a survey:

1. Take note of the subject line of the survey from the email footer + the language within the body of the email - While the subject line is helpful, subject lines may be repeated for User Research surveys, so focusing on what the body of the email says helps determine the specific survey they received when trying to find the email in the  #urx-distribution Slack channel (if not in the channel, this may be a Marketing Insights email, please see that drop-down below).
2. Look at the fine print of the email (included only in survey emails) - it’s possible similar verbiage can be used in the body of the emails, as well, so looking at the fine print can also help to differentiate which survey the customer received as this will showcase specific dates + any survey codes, if a survey has one:

3. Reach out to a Lead or SA to ping the #ask-user-research channel - we’ll want to find out if the customer completed their survey (include the survey name + their email address) + when to expect their reward

Disclaimer - There are various teams within Upwork that will email surveys or promotions. The Marketing Insights team is just one of many. The following information applies specifically towards the Marketing Insights team only (for example, User Research team and the Marketing team may have their own emails).

How to identify whether a survey invitation email is legitimate:

• ;'/If alerted in advance - these will be announced in CS Announcement emails
• If they have a STUDY ID - this will show at the bottom of the email invitation
• If the email that the customer received follows the templated survey invitation copy (Qual/Quant), then the study is likely legitimate and came from the Marketing Insights team

Here’s an example of what a Marketing Insight team email may look like:

What to do when a customer reaches out saying that they did not receive an incentive for completing a survey:

The qualification process will be clearly outlined in the opening screen of each study as well as the closing text will clearly indicate whether the customer has successfully completed the study or not.

• If the customer successfully completed the study, the closing text of the study will communicate that they will receive an incentive by a specific date
• If the customer did not successfully complete / qualify, the closing text will clearly communicate that they did not qualify and therefore will not receive an incentive

1. Take note of the STUDY ID from the email footer - This will inform the Marketing Insights team which study specifically the customer is associated with
2. If they don’t have an email on completion, advise them to check their spam folder - This is the most common issue with not receiving incentives. This email will help to also identify if they did qualify as well as the date the incentive should go out.
3. Confirm the customer’s email address - They should have entered the email address associated with their Upwork account, but that is not always the case
4. Reach out to a Lead or SA to ping a Marketing Insights team member asking if the customer completed their survey (include the STUDY ID & their email address) - If needed! At this point, it may have been identified that they didn’t qualify, or that the reward hasn’t been sent yet based on their email.
   1. jacquelinecox@cloud.upwork.com
   2. meganwells@upwork.com
   3. michellehelvig@upwork.com 
   4. alinaforster@upwork.com 

If after the above steps it’s determined that the customer DID complete the survey:

Inform the customer that we’ll resend the incentive to the email address that they previously confirmed. Again, advise them to keep on eye on their spam folder

If after the above steps it’s determined that the customer DID NOT complete the survey, please use the following verbiage:

Unfortunately, our records show that you did not meet the qualifying criteria to receive the incentive offered. We apologize for any confusion this may have caused you. We appreciate your interest in sharing your feedback with us and hope you can participate in future research efforts.