This website is specifically for inCompass panellists with software installed on their smartphones or carrying a device provided by Ipsos. If you are a member of the inCompass Diary Panel, please click here.

Frequently asked questions

 

0808 129 5701

Panel FAQs

About inCompass

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!

Who is Ipsos?

Ipsos MORI is a specialist research agency established in the United Kingdom and part of the Ipsos worldwide group of research companies. We conduct market research in more than 80 countries around the world. If you'd like to learn more about us, please visit our website at ipsos.com

How long will I remain on the panel?

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.

What is required from me being on the panel?

If you own a smartphone, you will be asked to download the the MediaCell+ App (Android) or MediaCell App and VPN (iPhone). 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, Ipsos inCompass app monitors which websites and apps you are using and can be downloaded onto tablets and laptops/desktop computers.

Why should I participate?

For those that are using the MediaCell and Mediacell+ apps (and additional devices, if required), you will receive a £10 voucher for each full month you submit data. MediaCell/MediaCell+ App users will also receive a £10 voucher for downloading the App/VPN onto their compatible Smartphone and actively being part of the panel for a month. You have a choice of Amazon or Marks & Spencer e-vouchers.

What will you do with my data?

Your data will be used for market research purposes only. We will never sell your data to third party companies.

What if I'm having technical issues?

You can contact our helpdesk at support@incompass.me.uk. Please contact us, explaining what technical problems you have been facing, and including your email address. Someone will be in touch shortly to help.

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.

What if my personal information changes?

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

I have some feedback; how do I get in touch?

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.

What if I go on holiday?

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 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, and you may also want to switch our App off.

What if I want to leave the panel?

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.

You can also write to the address below:

inCompass Panel
Ipsos Connect
Ipsos MORI
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.

MediaCell/MediaCell+ App FAQs (for smartphones)

What will the MediaCell/MediaCell+ App do?

The MediaCell and MediaCell+ app are electronic audience measurement systems. They will sit in the background of your phone and monitor what you are watching and listening to via:

It will also measure which Apps/websites you are visiting via a VPN connection (VPN is installed separately for iPhones).

How do I install the MediaCell/MediaCell+ App to my smartphone?

Please follow the instructions here.

Can I install the MediaCell/MediaCell+ App on a work smartphone?

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 MediaCell/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 MediaCell/MediaCell+ App onto it.

Can the App be run on multiple devices?

The 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 inCompass App’ which can be installed onto these devices.

How will the App/VPN send data about what I am doing on my smartphone or what I am watching back to you?

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 running.

How secure is the data transfer process?

The data transfer uses a secure HTTPS connection.

What is a VPN and why do I need it?

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.

How will I know if the App is running?

For iOS, you will see a sign saying ‘VPN’ on the top of your 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 MediaCell+ App is running.

How does the smartphone know when I'm listening to the radio or watching TV?

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.

Will the App use up my battery?

The MediaCell/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.

Wil the App use up my data allowance?

The MediaCell/MediaCell+ App should consume approximately 15mb per day, however the App will also work over a Wi-Fi connection.

What if I don't have network coverage, or turn my internet connection off?

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.

Will the App/VPN slow down my phone?

We have rigorously tested the App and have not found it to slow down the performance of your phone.

Should I use my smartphone differently than I normally would?

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”…

How often should I listen to the radio or watch TV?

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.

Do I need to be in the same room as the smartphone?

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

Can I carry the smartphone in my pocket, handbag, or belt clip?

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 MediaCell/MediaCell+ App picks up can be as accurate as possible.

Can the smartphone be carried by someone else?

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.

Can I turn the App/VPN off?

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

Why is the bar at the top of my iPhone red?

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

Ipsos inCompass App/VPN FAQs (for PCs, laptops and tablets)

What will the Ipsos inCompass App/VPN do?

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.

How do I install the Ipsos inCompass App to my other devices e.g. PCs, laptops and tablets?

Please follow the instructions here.

Do I have to do anything once the App/VPN is downloaded?

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.

How will the App/VPN send data about what I am doing on my devices back to you?

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.

What is a VPN and why do I need it?

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.

My device does not have a data plan; can I still participate?

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.

How will I know if the App is running?

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

How can I check if my device is supported?

If you have a tablet, the Ipsos inCompass App supports iOS versions 11 and above and Android versions 5 and above.

For laptops/PC’s Windows 7 and above and MacBooks and iMacs running OSX/Mac OS 10.9 and above are supported.

Should I use my devices differently than I normally would?

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

Do I have to use all the devices I have the App/VPN downloaded on?

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

Who can I contact if I have a problem that is not answered in these FAQs?

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