Community management
The Aegon Feedback Community is managed by QuMind, a research agency based in the UK. You can find out more about QuMind at www.qumind.co.uk.
Community aims
The aim of the community is for Aegon to use your comments and feedback to improve its services and products. Aegon is committed to providing the best service possible, and by helping us gain a better understanding of what their customers want, you can have a direct impact on what products and services are launched as we are committed to providing the best service.
Queries about your The Aegon Feedback Community account
Unfortunately, we are unable to answer queries concerning your Aegon Feedback Community account. If you have a question about your The Aegon Feedback Community account, please contact The Aegon Feedback Community Customer Services on communityhelpdesk@qumind.raiseaticket.com
Community membership
Can anyone register for this community?
The Aegon Feedback Community UK users can join the community and will be invited through The Aegon Feedback Community to do so.
What happens if I leave The Aegon Feedback Community?
The Aegon Feedback Community is specifically intended for the community users. When you choose to deactivate your account, your membership of the community will be revoked in that you will no longer receive emails from us and you will not be able to login. Within 3 months of leaving the community we will remove your personal information from the site. If you have any questions relating to the website, or if you wish to stop receiving emails at any time, please email communityhelpdesk@qumind.raiseaticket.com.
What’s in it for me?
Being a member of The Aegon Feedback Community gives you the opportunity to earn various rewards and incentives. You will be sent invitations via email to take part in research activities, online surveys, and interviews. To have a chance at winning our monthly or quarterly prizes, simply interact with the community during the given period (e.g., complete a survey, poll, or participate in a focus group). We always send invitations via email, so please check your inbox regularly.
How do I unsubscribe?
Although we enjoy having you on The Aegon Feedback Community, you may wish to unsubscribe. To do this, you can send an e-mail to communityhelpdesk@qumind.raiseaticket.com and request to be unsubscribed. Please note that this may take up to two working days to process. You can also simply click on the unsubscribe link on any of the e-mails that we have sent you.
Community activity
Posting rules
What rules do I need to follow when posting in the community?
The Aegon Feedback users are reminded to please be considerate and respect others when participating in the community. Cultures, opinions, and backgrounds are to be respected and The Aegon Feedback users should not swear or be abusive in any way. If you do notice any abusive content, please let us know immediately by writing to communityhelpdesk@qumind.raiseaticket.com
Additionally, we operate a strict "no-spam" policy. We will not tolerate repeated messages or unsolicited advertising. English is the only language to be used in this community. Do not pretend to be someone else and do not choose a username that could be considered offensive. By joining this community you agree not to submit any item that is defamatory or discloses any information that you have no legal right to disclose.
Surveys
How long will each survey take to do?
Surveys will normally take between 5-15 minutes to complete.
How long will I have to complete the survey that you have sent me?
This will vary from survey to survey but typically you will have around 7 days to complete a survey.
What will I be asked about?
You will be asked about all sorts of different things regarding The Aegon Feedback Community, including new products, customer service, communication methods, and your general satisfaction with the service provided to you.
Forums
What is a forum?
A forum is a place where you can talk to other The Aegon Feedback Community users. It contains all the forum topics posted, and by answering these and interacting with other community users you will be providing valuable feedback.
You can find the forums in the “Discussions” section of the home page once you have logged in. This can be found in the main menu bar on the top right.
There are several different parts of a forum:
Forum topics
A forum topic is a topic found in the forum about a specific issue or subject of interest to the Aegon Feedback Community.
Forum posts
Forum posts are replies to forum topics. To create one of these, simply click the title of the thread or the icon next to it, and then type your response in the ‘Post Reply’ box. Click reply, and your forum post will become visible. You can post images or videos in your forum posts by clicking the “Media” buttons and selecting the option you wish to upload.
How long will it take to take part in a forum discussion?
This is entirely up to you and how much you want to share with other community users. It could take a minute or up to 5 minutes – or more if you choose - depending on how much you would like to write.
Why have my old forum and blog comments disappeared?
From time to time, we will be archiving threads and blogs in order to keep the site as easy to use and navigate as possible. It also allows us to focus the discussions on current topics. Archived discussions may be held by QuMind for future research purposes. You can always start a new thread or blog if you wish to continue discussing a topic.
Focus groups
What do I do when I receive an e-mail inviting me to an online focus group?
Go to the community homepage and make sure you are available for the specified date and time. If so, click the link that takes you to the screener questions. Complete the survey, selecting the answers relevant to you. Selection for the focus groups is based on your answers; if you are selected, you will receive an e-mail giving you the date and time of the focus group.
How do I attend an online focus group?
Once selected for a focus group, and have received your confirmation e-mail, please log in to the research platform a few minutes before it is due to start. At this time, an ‘Enter Focus Group’ link will appear on your homepage. If it does not, you may need to press F5 to refresh the page.
Upon entering the online focus group, you will be muted. This means you will not be able to see anything you type in the focus group window. This is normal and is intended so that everyone taking part has time to arrive and join the group. It also gives the forum moderator a chance to introduce the group.
Can I still join an online focus group if turn up late?
You will be able to join focus groups if you arrive late. However, please note that, if you have not taken part in a sufficient proportion of the group, QuMind reserves the right to withhold any incentives offered as part of the focus group.
Technical questions
Login issues
Why am I unable to log in to the website, even when I have carefully copied my email address and password into the login space?
Once you have completed your first questionnaire sent to you via email, we will process your answers and then you will be able to log in. We will send you an email when the processing is complete.
I have completed the first questionnaire you emailed me, but I still cannot log in.
Firstly, if you have not already done so, check you are using the correct email address. If you have started using a new email address, but have not updated your details, the system will not recognise your new email address. Secondly, use the password reminder on the login page.
If you are copying and pasting your password, check that you are not copying any blank spaces before or after your password because these are treated as extra characters by the system. If you are typing your password, make sure that caps lock is not on - the password is case-sensitive.
Make sure that you have "cookies" enabled in your browser software; cookies are used in our login process and for tracking questionnaire completion.
Passwords
How can I make my password as secure as possible?
Clicking on the 'My Details' link in the top-right menu of your screen will take you to your personal page. Once you are here, you can then type in your new password in the 'Password' and 'Confirm Password' fields. After this, click on 'Save my Details' and you will be able to log in using your new password.
To choose a secure password, we recommend the following:
Do not use words, phrases, or sequences that are easy to guess
Do not use the name of this site as your password
Do not use personal information, i.e. family name, birthdays, phone numbers, etc.
Make sure your password is at least 8 characters long
Consider using numbers, punctuation marks, and a mixture of capital and non-capital letters – the password system is case-sensitive
Consider using a passphrase – a series of words that will not be easy to guess when put together
To keep your password secure, we recommend the following:
Change your password every 3 months
Do not reveal your password over the phone
Do not send your password in an e-mail
Do not talk about your password in front of anyone or share it with family members
Do not hint at the format of your password
Do not use the “remember password” feature of your web browser
Do not write passwords down
Do not store passwords on any computer system unless the file is encrypted
How can I change my password?
Clicking on the 'My Details' link in the top right corner of your screen will take you to your personal page. Once here, you can then type in your new password in the ''Password' field. Enter it again in the 'Confirm Password' field. Click on 'Save My Details' and you will be able to log in using your new password.
What do I do if I forget my password?
If you have forgotten your password, simply enter the “Sign in” area as normal (please make sure you use the e-mail address you registered with). Under the “Password” text box, you will find an option that says “Forgot password?” Select this option, and you will be prompted to enter your email address once more in a new text box. Do this and click “Next”. You will be informed that “an email will be sent to you shortly”.
The reminder e-mail should arrive in your e-mail inbox within a few minutes (depending on your internet connection). If the reminder does not arrive, try clicking "send and receive" on your e-mail program. If this doesn't work, please contact the helpdesk.
Cookies
What are cookies?
Cookies are small pieces of information that identify browsers during website use. We are required by EU legislation to let you know about the cookies we use in the Aegon Feedback Community. They may be used to store items such as identifiers and user preferences, which is exactly why we use them here on the Aegon Feedback Community. Most websites use cookies as common practice.
Can I disable cookies?
Cookies are an essential part of the Aegon Feedback Community. As such, we cannot offer a complete opt-out from using cookies. The preference settings on your browser will allow you to block all cookies being placed on your device; however, as many sites rely on cookies to fully function, this could cause you problems when using other websites.
Privacy & Security
Your privacy is important to us, and you can be assured that we will take all reasonable steps to protect it.
What personal information is held about me?
QuMind will be provided, by the Aegon Feedback Community, with details of your community account. This will help with analysis and research so that improvements to your customer experience can be made. Details that will be held include:
Personal demographic information
Please note that no bank account details will ever be exchanged with QuMind. Any personal details will be securely encrypted during transfer to and from QuMind. The Aegon Feedback Community remains responsible for all details held by QuMind. The Aegon Feedback Community and QuMind have entered into a contractual agreement to ensure that your details are held securely and in accordance with the Data Protection Act 2018.
Will my personal information ever be disclosed?
Your personal information is kept securely by QuMind who manages the Aegon Feedback Community. We will never disclose your personal information (your name, e-mail address, telephone number, etc) to any other company.
Will I get spam e-mails or cold calls while taking part in this community?
The only emails you will receive from the Aegon Feedback Community will be directly relating to the community itself, i.e. notification emails, e-mails regarding your account, or those inviting you to take part in community activities.
Your email will never be passed on to other companies or third parties.
How do I change my email address?
If you wish to change your email address, please e-mail the Aegon Feedback community team by email communityhelpdesk@qumind.raiseaticket.com
What is your password policy?
All passwords for the Aegon Feedback Community users are for their own personal use, and must not be shared with any third parties. The Aegon Feedback Community at QuMind will never ask for your password. Misuse of your or any other user’s passwords will be considered a breach of this policy and will result in removal from the Aegon Feedback Community.
Other
Why can’t I see parts of the community? / Why won’t links work?
There are a number of reasons why you may not be able to view some of our questionnaires. Some suggestions on how to rectify any problems are listed below:
Ensure cookies are enabled
Make sure that you have cookies enabled in your internet software, as we use cookies to track the status of our questionnaires.
If you would like to keep a high-security setting, but still be able to participate in the Aegon Feedback Community questionnaires, you will need to add the community site to your "Safe" or "Trusted" sites. Please consult your browser documentation for assistance on this.
Use of advertising software
If you have advertising software attached or inserted into your emails, you may experience problems with the surveys. Some of these programs delete certain characters from our emails, and thus disable the links we send to you. Unfortunately, there is nothing we can do to control this, but we do advise you to inform your advertising software provider of the problem.
I have a technical question that is not answered here - what do I do?
Firstly, please note down as much information as you can about the problem(s) you are experiencing, including any error messages you have seen.
Secondly, find out what software you are using. You can easily do this by visiting http://supportdetails.com and making a note of the details in the "Operating System" and "Web Browser" boxes. If you contact us with a technical question (that isn't answered here) it would be greatly appreciated if you can quote us the information that you have collected.
Finally, e-mail us this information at: communityhelpdesk@qumind.raiseaticket.com - and we will reply as soon as we are able. Before contacting us, please check you have followed the steps above and only then contact us with as much detail as possible and explain the problem fully.