Frequently asked questions by customers
Everything you need to know about our service and how it benefits you.
Questions about incentives and costs
Who handles the incentive payments?
We do! And the incentive payments are always included in your total price. Use our easy and transparent online calculator to see how much your total comes to now.
Questions about PrePay
What happens to leftover credits when the 12 months are up?
We do not refund expired credits. However, we do remind you to use up any leftover credits well before they expire. You can also opt to purchase a new package. In this case, your leftover credits will remain valid and simply be transferred to your new package.
If I don't use all of my credits, is it possible to get a refund?
We do not refund expired credits. If you’re unsure how many test users you will need, we recommend purchasing a PrePay package with fewer credits for the first time. You can easily top up your credits at any time and expand the due time for another 12 months at the same time. That way, you will be able to estimate which package is right for you.
Is a purchase the same as a subscription?
Absolutely not! When you purchase a package, it is only valid for 12 months. There is no subscription or automatic renewal to worry about. If, at the end of 12 months, you would like to continue to benefit from our PrePay packages, you must necessarily purchase a new one.
How can I pay for my PrePay package?
You may either pay through PayPal, by credit card, or by invoice within 30 days.
Is it possible to give several different people in different departments access to credits?
Absolutely! All you have to do is add them to your team.
How often will I get billed?
Just once after your initial purchase: you must pay in full either through PayPal, by credit card, or by invoice within 30 days. Monthly installments and other forms of financing are not possible.
Which PrePay package is best?
Apart from the size and the discount you get on your credits, all of our PrePay packages are identical: the same terms and conditions apply and you get the same great service.
Questions about the value
What are the advantages of recruiting with TestingTime?
Recruiting test users is our core business. Our pool consists of more than 350,000 test users and we put a lot of time and effort into quality management. So not only can we provide you with the test users you need – we can do it fast and at a fraction of the cost.
What’s the difference between recruiting with TestingTime and recruiting with a market research company?
Typically, a market research company will offer test user recruiting as a supplementary service. Consequently, their test user pool will be lacking in terms of size and representativeness and their limited recruiting staff won’t be able to match TestingTime’s speed, price, or test user quality.
Questions about the service
What are the types of projects and the industries TestingTime recruits for?
Our services are neither limited to particular types of projects nor to particular industries. TestingTime’s client base consists of companies in various industries, e.g. retail, banking, insurance, and hospitality. Ranging from short, one-off surveys to diary studies that span several months, the projects, too, are diverse.
What areas do you service?
Our offices in Zurich, Berlin, London, and Paris serve our core markets: Switzerland, Germany, the UK, and France. Upon request, we do recruit test users in other locations. But only for remote studies.
Which remote user research tools do you support?
While we work with all online tools, we recommend using a tool that provides a redirect link for best results. Typical tools include SurveyMonkey, OptimalWorkshop, Lookback, Typeform, Google Forms, etc.
Can you recruit difficult/special profiles, too?
Recruiting test users is our core business. Our pool consists of more than 350,000 test users and we put a lot of time and effort into quality management. However, if we feel we cannot recruit your desired profile, we will get in touch with an alternative solution.
Where do the names of the PrePay packages come from?
We named our packages after our UX idols: Steve Krug, author of "Don't make me think," Kim Goodwin, author of "Design for the digital age," Jakob Nielsen, inventor of the golden 5-people-per-test rule, and Don Norman, the father of user experience and author of "The Design of Everyday Things."
Questions about quality
What sorts of test users does your pool contain?
Our core markets are Switzerland, Germany, the UK, and France. In these countries, our pool consists of more than 350,000 test users of all ages, working in different industries, and interested in a range of topics. New people sign up every single day and, in certain cities, 1% of the total population is already a part of our pool.
How do you acquire test users?
We are always adding new people to our pool of more than 350,000 test users. We use a combination of organic and paid methods, enabling us to recruit the test users you need – even if they aren’t yet in our pool at the time you place your order.
How do you guarantee that test users show up and match the desired profile?
Following the tests, our customers rate each and every test user individually. Based on that information, our sophisticated quality management system automatically disqualifies unreliable and/or dishonest test users, preventing them from causing no-show or misfit issues in the future.
How do you prevent test users from going pro?
Before we select a test user for a test, they have to overcome several hurdles: they must verify their phone number, complete an online screener, and confirm that they meet all the criteria. Then, our sophisticated quality management system reviews the candidate and gives them the green light, if applicable. Unreliable and/or dishonest test users, as well as those who have tested too recently or for the same company, are automatically disqualified.
Questions about your order
What happens when I place an order?
Our customer success team reviews your order. If they have any questions or concerns, they will reach out to you within 24 hours. Otherwise, they will go ahead and initiate the recruiting process.
Can I monitor the recruiting process?
Yes! Thanks to the personalized link you get when you place an order, you can check on our progress anytime you like. Alternatively, you can log in to your TestingTime account and use the dashboard to view all of your active orders at once.
How will I know when the recruiting is complete?
We will email you as soon as the recruiting process is complete. At the very latest, 1-2 days ahead of the deadline. Of course, you needn't wait for us to notify you: just use the personalized link you get when you place an order to check on our progress anytime you like.
What if I need to make retroactive changes to the profile I ordered?
In this case, you will only be charged for test users we have already recruited. The exact amount depends on the workload involved in altering the original profile (please see our General T&Cs for details). The sooner you let us know about any changes, the better the chances are that you won't be charged at all because we won't have recruited anyone matching the original profile yet.
What if I need to cancel my order altogether?
In this case, you will be charged in full for all test users we have already recruited (please see our General T&Cs for details). The sooner you cancel, the better the chances are that you won't be charged at all because we won't have recruited anyone yet.
What happens if there are last-minute changes on TestingTime side?
We will send you an email and a text (if we have your cell phone number) should we need to make any last-minute changes. Unfortunately, it is possible that a test user will need to reschedule or cancel altogether. We will do everything in our power to reschedule or replace that test user immediately, meaning we may need to use some of the alternative time slots you provided.
What happens if a test user doesn’t show up or doesn’t match the desired profile?
If a test user doesn’t show up (e.g. because they’re sick) or doesn’t match the desired profile (e.g. because they misunderstood one of the screener questions), we’ll make sure you get a replacement – the same day or on a date of your choosing.