Questions about The Good Food Lounge

Q: What is The Good Food Lounge all about?
A: The Good Food Lounge is an online customer research community that lets you and other healthy living users participate in exclusive feedback surveys and discussion forums.

Q. What information is required to become a member ?

A. A member profile is the only information required for joining the community. Your member profile will include basic contact information and data such as gender, age, education and household composition. This will help us to make your experience more relevant to you.

Q: How long will I stay part of the community?

A: You can be part of The Good Food Lounge community as long as you are actively participating in surveys. You can resign from the community by clicking on the “Unsubscribe” link at the bottom of every communication that is emailed to you.

Q: What happens after I join?
A: Once you’re accepted into the community, you’ll receive a confirmation e-mail containing a link. Simply click on the link to become an active member. When a survey becomes available, you‘ll receive an invitation e-mail with a link to the survey. You can also access this survey and any other active surveys through the member website.

Q: How can I unsubscribe from the community?

A: Every email invitation will have a link at the bottom allowing you to unsubscribe from The Good Food Lounge community. If you unsubscribe you will no longer be a member, and will no longer receive emails from The Good Food Lounge.

Q: How can I contact The Good Food Lounge ?

A: For technical survey support, please email us at support@thegoodfoodlounge.com.au

Survey questions

Q: How many surveys do I have to complete?

A: We may email you at least once a month to invite you to share your opinions and experiences. Participation in any of the surveys we email you is at your discretion so you can decide how frequently you participate.

Q: How much time will the surveys take to complete?
A: We know your time is precious, so all the surveys are designed to be short and concise.

Q: How do I complete a survey?
A: We’ll email you a unique URL address for each survey. Simply click on that URL or cut and paste it into a web browser and you can complete the survey form online.

Q: How long will I have to complete each survey?

A: You’ll usually have between 3 days to one week to complete each survey.

Q. How can I be sure you got my responses?
A. If you would like to ensure that your responses have been received, you can click on the survey link when you are done. A message stating that you have already completed the survey will appear.

Questions about Prizes / Rewards

Q: Could I win a prize for completing surveys?

A: Every time you complete a survey on this site you will be automatically entered into a monthly draw for the chance to win one of three $100 Visa Gift Card. For detailed terms and conditions please click here

Q. Do you publish a list of prize draw winners?

A. Under the Data Protection Act we are not allowed to publish the names of the members who have won prizes without their permission. However, if we do have permission from our winners, we will publish information about the prize winners in our newsletters, and in the “Prize Draw Winners” section of the website. If you have won a prize and would like to tell us about it please email support@thegoodfoodlounge.com.au

Q. How do I know if I’ve won?

A. You will be contacted by email directly if you are the winner of a prize. The email that you will be contacted on is the one that you provided when you first registered. If you want to update your email address you can do this any time by logging into the community portal and clicking on the ‘Update’ link at the top of the page. This will allow you to modify your email address or password.

Privacy Information & Questions

Q: Will my profile information be sold to other companies?
A: No. All information is strictly confidential and your privacy will be protected. Your name will never be sold, exchanged, or distributed to any other party without your permission. For more about how we collect and use your personal information, please see our Privacy Statement

Q: How is my privacy protected?
A: All your survey responses will be kept strictly confidential. To ensure your privacy, answers will be grouped together with those of other The Good Food Lounge members who have completed the same survey and all information provided will only be used in aggregate form. None of your personally identifiable information will be reproduced in our survey results. Just remember - any information that you post on the Forums will be accessible to other members. You will be asked to choose a screen name when posting on the forum. This name will appear next to your posts and does not have to be your real name.

Q: What will you do with my email address?

A: We need your email address to invite you to participate in surveys and to send you updates on research results and our member newsletters. We also need your email address to let you know if you’ve won a prize. Please be sure to keep your email address updated to ensure we can stay in touch.

Q: Why do you need my personal information?

A: The information you give us during registration helps us to select studies that best match your profile, and is used for statistical purposes only. Your responses may be grouped together with those of many other members on the community so that the data may be read and understood more easily. All information provided is kept strictly confidential and is used for legitimate research purposes only. We also need your personal information to notify you if you have won one of our prizes.

Login and password issues

Q. I cannot login.
A. If you have just joined The Good Food Lounge community and have not yet received a confirmation email you will not be able to login to the community. Please check your inbox and click the link in your confirmation email to complete your registration and gain access to the community.
If you are already a member of the community, please make sure that you do not enter extra blank spaces when typing/pasting in your email address or password. The password is also case sensitive. As such, please ensure the characters are entered in the correct case.
You will be able to change your password once you are logged into the portal by clicking on ‘Update’ on the top of the screen by the logout button or by clicking the 'Change Password' link.
If you are still experiencing difficulty, please email support@thegoodfoodlounge.com.au

Q: I’m having trouble creating my password.
A: Your password must be 6-12 characters long and must include at least one number. Ensure that there are no spaces before, in the middle, or at the end of your password. Here are a few examples to show you the format your password should take:

Q: I’ve forgotten my password. How do I retrieve it?

A: To retrieve your password, please follow these instructions:
1. Go to: www.thegoodfoodlounge.com.au
2. Enter your email address in the email address field.
3. Click the “Forgot password?” link.
4. We’ll email you a link to reset your password. Please also check your spam folder for this email.

Email questions

Q: How do I change my email address/contact information?
A: The easiest way to change your contact information is to visit www.thegoodfoodlounge.com.au and log into the member section ('update' on the top of the page) and provide us with your new information. Otherwise, simply email us at support@thegoodfoodlounge.com.au.

Q. How do I add The Good Food Lounge's email address to my safe list?
A. Here are the steps to ensure that your survey invitations are not sent to your Junk Mail folder:
1. Open your Mailbox
2. Click on "Mail" tab
3. Click on "Options" (It is located on the top right of the page, on the same level as the four tabs labelled Today, Mail, Calendar and Contacts)
4. Click on "Junk Email Protection"
5. Click on "Safe List"
6. Type support@thegoodfoodlounge.com.au and click "Add".

Technical support questions

Q. The email I received is all in code .
A. If you are using Microsoft Outlook, check to see if you can switch from Plain Text to HTML. At the top of your email window there is a small field with the words “Plain Text” in it. Click on the down arrow to select HTML. If you continue to experience problems, please contact support@thegoodfoodlounge.com.au

Q: I didn’t receive the confirmation e-mail.

A: This may be due to two things:
1. Depending upon your e-mail provider and your personal e-mail settings, some e-mails sent from an automated system may be diverted directly into your Junk E-Mail folder. To avoid this, you can add our address to your safe list or address book.
2. You may have entered your email address incorrectly, which would have sent your confirmation to an invalid address. If this has happened, you will need to fill out the questionnaire again.

Q: I’m not receiving email notifications.

A: Some Internet Service Providers have recently implemented new Spam Filtering Systems. As a result, some e-mails, including survey invitations, may be getting filtered to your Junk E-Mail folder.
In order to continue receiving surveys, you may need to adjust your settings to allow email from the domain support@thegoodfoodlounge.com.au. Please take a few minutes now to add us to your Safe List.

Specific Instructions for Hotmail® or MSN® users:
To ensure that your survey invitations are not sent to your Junk E-Mail folder, you will need to follow the steps below to add to your Safe List: support@thegoodfoodlounge.com.au
1. Open your Mailbox.
2. Click on "Mail" tab.
3. Click on "Options" (located on the top right of the page, on the same level as the tabs labeled Today, Mail, Calendar and Contacts).
4. Click on "Junk E-mail Protection".
5. Click on "Safe List".
6. Type " support@thegoodfoodlounge.com.au" and click "Add".
Once you’ve completed these steps, you should be able to receive survey invitations from The Good Food Lounge . Please send us an email to support@thegoodfoodlounge.com.au if you don’t receive any e-mail messages from us within a few weeks.
Thank you for taking the extra time to make sure our e-mails get through to you. If you use Hotmail®, Yahoo or another email retrieval program or web-based email provider your email provider or program “help‟ menu will be able to give you specific instructions on adding an email address to your safe list or address book.

Q: The link in my e-mail invitation is not working.
A: Depending on your service provider, or the size of your e-mail window, the link to the survey may be broken onto two or more lines. You may also have a link that isn’t completely underlined or active. Try again selecting the entire link in order to access the survey correctly. If necessary, copy and paste the entire link into a web browser address bar.

Q: What are the minimum browser requirements for joining The Good Food Lounge and filling out surveys?
A: Our site has the following minimum requirements for panelists:
o Java Script must be enabled
o Internet Explorer® v4.0 or higher
o Netscape v6.0 or higher
o Safari® v1.0 or higher
o Mozilla (Firefox) – All versions

Q. My page is blank, not loading or I cannot move to the next page.
A. Please allow 2 minutes for the page to load. The page may take a few minutes to load depending on your connection speed.
Refresh the page: Please try to either restart, or click the refresh/reload button on your browser. In most cases, this will load the question properly and will allow you to complete the survey.
Ensure you have a current version of Adobe Flash. To ensure your browser is working correctly with Flash, go to the link below, check your version number and follow any instructions on this page to install or update Flash: http://www.adobe.com/software/flash/about/
If your browser has any add-ons that block Flash such as Click2Flash, Flashblock, Adblock or Privoxy, please turn these applications off to allow our system to access Flash.
Finally, if you have another browser on your computer, please try accessing the survey on that browser to see if that makes a difference.

Q: Why can’t I get past the first page?
A: Be sure that your browser's “cookies” are enabled. Here's how to enable them:
If you are using Internet Explorer® as your browser:
- Open a browser window
- In the tools menu, go to “Internet Options”
- Go to the “privacy” tab
- Set your privacy settings to medium or lower
- Go to the “advanced” screen
- Make sure “override automatic cookie handling” is NOT checked
- Hit “ok”
If you are still experiencing problems, it might be your security settings or a conflict with another software application on your system. Please check the Privacy tab of your Internet Options to ensure that the “Override Automatic Cookie Handling” is NOT selected. If this doesn't help, check to see if you have any security software installed such as Norton internet security, personal firewall software, pop-up blockers, or spam blockers. Any of these might be blocking the page load.
If you are still having problems, please e-mail support@thegoodfoodlounge.com.au with as much detail on the problem as possible (i.e. what platform you are using – PC or Mac® and what type of browser – Internet Explorer® 6.0, Firefox, Safari®, etc.)

Q: The page timed out, will my data be lost?
A: If you leave your computer or leave the survey on the same page for a long period of time, the page may time out. Although the page has timed out, your previous answers are not lost. To finish the survey, click on the link again and it will take you to where you left off.

Q: I am experiencing a technical problem not covered in the FAQs.
A: For all other technical support questions, please email support@thegoodfoodlounge.com.au.

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