FAQs

inCompass is an online research panel, conducting a nationwide programme of television, radio and online research for which you have been specially selected to take part. The study is designed to build up a picture of what people around the UK, from all walks of life, watch on TV, listen to on the radio, and use on the internet. You will become part of shaping the future of media in the UK!

You can remain on the panel for as long as you choose to participate. You may remove yourself from the panel at any time by clicking the unsubscribe button found at the bottom of the emails you receive from us. Alternatively, you can send an email to support@incompass.me.uk to request removal and you will be removed from our panel list.

If you own a smartphone, you will be asked to download the the Ipsos MediaCell+ app and/or Ipsos MediaLink VPN on your smartphone. This monitors what you are watching on TV, listening to on the radio, and which websites and Apps you use on your smartphone.

For your other devices, the Ipsos MediaLink App/VPN/browser extension monitors which websites and apps you are using and can be downloaded onto tablets and laptops/desktop computers.

On our Rewards scheme, you can choose from various vouchers on our dedicated website, which can be used for shopping, travel, restaurants, and experiences, or you can choose to donate your points to a variety of charities.

Alternatively, if you’d like to speak to someone please phone our helpline on 0808 129 5701, where you will be asked for your name and email address. Please note that we may also ask you a few security questions to verify your details.

Please contact our helpdesk at support@incompass.me.uk to let us know your new details.

We’d love to hear your opinion about your experiences on the inCompass panel. Please email us at support@incompass.me.uk with your feedback included.

We ask that you notify us that you are going to be on holiday by sending an email to support@incompass.me.uk or phone our helpline on 0808 1295701 so that we can expect disruptions in the data we receive.

If you go abroad the App/VPN/browser extensions will still be running and working if you have a smartphone with data and your data roaming is enabled, or if you connect to Wi-Fi.

If you don’t have a data roaming plan, then you can switch off your data roaming to avoid incurring data roaming charges.

The Ipsos MediaCell+/MediaLink VPN for any device (smartphone or tablet) should be disabled when you are outside of the United Kingdom.

Alternatively, you can send an email to support@incompass.me.uk to request removal and you will be removed from our Panel list.

You can also write to the address below:

inCompass Panel,

Kings House,

Kymberley Road,

Harrow.

HA1 1PT

You will need to follow uninstallation instructions found here to remove the app from your smartphone and other devices.

If you have any issues during the uninstallation process, then you can contact support@incompass.me.uk or phone our helpline on 0808 1295701.

The Ipsos MediaCell+ app is an electronic audience measurement system. It will sit in the background of your phone and monitor what you are watching and listening to via:

• Inaudible codes that are embedded in broadcast audio signals and then detected by an application on your smartphone.
• A code generated from sound that may be a TV show or radio station audible to your device even when you are not using it.
• It will also measure which Apps/websites you are visiting via a VPN connection (VPN is installed separately for iPhones and is called the Ipsos MediaLink VPN).

Please follow the instructions here.

This depends on whether you own your work phone and which is your main smartphone. If your work phone is your MAIN smartphone and you own it, then we ask that you download the Ipsos MediaCell+ App onto this one.

However; if your work phone is just an additional phone you have but is not your MAIN phone or a phone you own then you should not download Ipsos MediaCell+ App onto it.

The Ipsos MediaCell+ App must only be downloaded onto a smartphone, it cannot be downloaded onto tablets or laptops, however we do have another App called ‘Ipsos MediaLink App’ which can be installed onto these devices.

That information is sent back using the smartphone network or Wi-Fi.

This is an automatic process; you do not have to manually send us the data or do anything else apart from have the App/VPN/browser extensions running.

The data transfer uses a secure HTTPS connection.

VPN stands for virtual private network and it lets us capture the appropriate data about your online usage such as websites and Apps you use from your smartphone.

For iOS, you will see a sign saying ‘VPN’ on the top of your screen (you may need to swipe down from the top right of the screen) and a red banner across the top of your screen.

For Android, you will see a sign that looks like a key on the top of your screen. You may also see a notification telling you ‘Network may be monitored by an unknown 3rd party’ for some versions of Android, this also tells you the Ipsos MediaCell+ App is running.

The application on the smartphone is constantly searching for the embedded codes and TV or radio sounds, then decodes them when they are detected. The App will listen to the TV audio to capture non audible codes in the audio itself, and also to generate audio fingerprint to be matched against stations references. In this way we will be able to understand which stations/programmes you are watching. This process has no impact on your television viewing and will not interfere with sound quality.

The Ipsos MediaCell+ App will have some impact on the battery in your smartphone and, in some cases, especially if you use your smartphone more frequently, you may need to charge your phone during the day to take part.

The Ipsos MediaCell+ App should consume approximately 20mb per day, however the App will also work over a Wi-Fi connection.

As long as the App is still running in the background, it will continue to collect data however the data will not be sent back to us until your smartphone next connects to the internet.

If the internet is off for a really long time, then the cache where the data is stored will fill up and then it will start overwriting. Therefore, we recommend that you regularly connect to the internet.

We have rigorously tested the App and have not found it to slow down the performance of your phone. If your device model is older, it may lack the hardware to be as optimised to handle the apps & so may struggle in respect to performance.

You should continue to use your smartphone as you would normally. However, it is important to remember the following rules – it’s easy to remember them as “the three C’s”…

• Carrying: You should carry your smartphone with you at all times – even when indoors.
• Charging: Try to only charge your phone when you sleep, but if you find that your battery runs out, then it’s okay to charge during the day as long as your phone remains near you.
• Connection: Your phone should be connected to Wi-Fi or have mobile internet turned on at least once per day.

You can listen to the radio or watch TV as little or as often as you like, we’d like you to watch TV, listen to radio and use the internet as you would normally do.

However, please make sure you have your smartphone with you at all times.

You should keep you smartphone with you at all times and take it with you when moving from room to room.

Yes, your smartphone can be carried in the same way you normally carry your handset such as in a pocket, handbag or on a belt clip.

However, we recommend that you don’t keep your phone in your pocket, handbag or belt clip where possible, for example if you are at home. This is so that any sounds the Ipsos MediaCell+ App picks up can be as accurate as possible.

We are interested in the media consumption of the person who has agreed to participate in the survey and it should not be given to someone else.

We ask that you do not turn the App/VPN/browser extensions off in order to remain on the Panel, if you do need to turn the App/VPN/browser extensions off we ask that you contact us by sending an email to support@incompass.me.uk or phone our helpline on 0808 1295701.

This signifies the Ipsos MediaCell+ App is running correctly so there is no cause for alarm if you see this.

Unfortunately the software used on Apple CarPlay units/models vary depending on manufacturer, this has resulted in some Apple CarPlay units/models not working well when our application is running with the device microphone.

During your session, if you are exhibiting issues you will need to force close our app to restore functionality to Apple CarPlay.

You should open the app once you have finished using Apple CarPlay to ensure you continue to meet data compliance for the study.

The app will sit in the background of your device (PC, laptop or tablet) and monitor how you use your devices. It will monitor the websites and Apps you visit on these devices, however data on things you access in-app will not be sent back to us, for example the content of your messaging apps or bank details.

Please follow the instructions here.

You just need to make sure that the VPN is displaying as being on for your tablet/smartphone once you have installed the App, this should happen automatically and is part of the installation process but if not then you may have to connect it manually. How to do this can be found in the installation guides in the download link emailed to you, if you haven’t received this then you can contact support@incompass.me.uk or phone our helpline on 0808 1295701.

That information is sent back using the internet, either through broadband, mobile data or Wi-Fi.

This is an automatic process; you do not have to manually send us the data or do anything else apart from have the App running.

VPN stands for virtual private network and it lets us capture the appropriate data about your online usage such as websites and Apps you use from your devices. The VPN will only need to be set up on tablets, not laptops/PCs.

As long as your device is connected to Wi-Fi at least once per day for data to be sent back to us, then you can still participate.

For iOS (iPads) you will see a sign saying ‘VPN’ on the top of your screen and it should say ‘Application is running’ when the App is opened.

For Android you will see a VPN sign which looks like a key on the top of your screen.

For desktops/laptops, you will need to install the plugin if you are using Mozilla Firefox, Google Chrome or Safari (for Macs) as part of the installation process. Once the plugin is installed you will see the inCompass icon next to your address bar.

You should also see the MediaLink logo in your system tray. When you open the app you will see a ‘Configured’ message and a green tick.

If you have a tablet, the Ipsos MediaLink App supports iOS versions 12 and above and Android versions 5 and above.

For laptops/PCs, Windows 7 and above and MacBooks and iMacs running OSX/Mac OS 10.13 and above are supported.

You should do whatever you normally do with your device(s). Please do not change anything.

You should only have the Ipsos MediaLink App/VPN/browser extensions downloaded onto devices that you use at least weekly. You should also continue to use the devices as much as you normally would.

In the first instance please contact support@incompass.me.uk or phone our helpline on 0808 1295701.