Frequently Asked Questions (FAQ)


Welcome to YouGov's FAQ Page. Please scroll down and we hope you can find the relevant answers to your queries.

If you're a Pulse panellist and you are encountering issues, please see our YouGov Pulse FAQ further down the page. If your queries do not fall into any of the categories listed, please click the red "Support" button on the left in the bottom corner of the website. You can use this tool to search for more information and if you still haven't found your answer, simply click "Contact Us".


 

What is YouGov?

YouGov conducts polls on the Internet about politics, public affairs, products, brands and other topics of general interest. YouGov polls are taken by people, from all over the nation, who have agreed to share their thoughts on a wide variety of important issues. It is free to join for anyone aged 16 plus and living in the UK.

How long is a typical YouGov survey?

Most YouGov surveys are very short and should only take you about five to seven minutes to complete. A typical survey is only about 20 to 30 fairly short questions in total. Occasionally, there will be longer surveys or surveys with more complex questions. The longest surveys should not take more than 20 minutes to complete.

How am I told about new surveys?

Every time we have a new survey for you to complete you will receive an email telling you , and you will be able to access the survey straight from the email.

For what purposes is the data collected by YouGov used?

Data from YouGov surveys are used by news media, public affairs groups, institutions, political campaigns, companies and marketing agencies, to reveal and analyse public opinion.

Who pays for these polls?

YouGov conducts surveys for a diverse group of clients to help them better understand public views about current affairs, and consumer products and brands. YouGov is a non-partisan organisation. Many of our surveys have nothing to do with politics. We do also conduct political polls – some for clients and some on our own behalf to gauge the opinions of the British public. Our own polls are not written from any political viewpoint, but are meant to be social scientific efforts to read public opinion. Our clients may be from any political party with any particular social viewpoint. While these clients may in the end have their own partisan goals, the surveys we conduct are not intended to influence your opinions, but to measure them. Rest assured that when you answer a poll at YouGov, your privacy is secure, and your responses do make a difference.

Can I see results of the polls in which I participate?

You can read results of many of our polls right on the public opinion page of this website.

I took a survey but don't see all of the results posted. Why do you only show some of the results?

YouGov conducts surveys for a wide variety of clients, and is sometimes asked to keep the results from those surveys confidential.

Will the information I provide to YouGov be confidential?

Yes. Your responses will be used only for statistical tabulations, such as "50% of the public is in favor of a tax cut" or "10% more women valued Brand X". Your individual answers will never be revealed to anyone in a manner that reveals your identity. Please see our Privacy Policy for complete details.

What kind of rewards are offered for participating in surveys?

When you take surveys you accumulate points which can later be redeemed for either a £50 payment upon reaching 5000 points or entered into the monthly prize draw to have a chance of winning of cash prizes! See our Rewards page for a complete list.

Will I receive e-mail messages from anyone other than YouGov?

No. Under no conditions will YouGov give, rent, or sell your e-mail address to anyone else or allow messages to be sent to you by third parties.

Do I have to buy or subscribe to anything?

No. YouGov conducts only legitimate public opinion polls. You will not be asked to buy or subscribe to anything.

How do Prize Draw surveys work?

After you complete a Prize Draw survey your account will be credited with points which are then redeemed for entries into the draw. You will neither gain or lose points as a result of taking a prize draw survey.

How long does the £50 take to reach me after I ask for it?

All BACS requests are processed within 1 month of the request being received.

Where can I see my points?

You must be logged in to see your points. If you are logged in they will be visible at the top right of the homepage. You can also see your complete account summary from your activity page. To navigate to your account page select Panel Members then Activity from the top menu.

How can I reset my password?

If you have forgotten your password or need to reset it for any reason, click on Forgot your Password from the Login page. 

Where can I change my email or postal address?

You can change your address from your account page. To navigate to your account page select My YouGov then Account from the top menu.

Where can I get more information?

See the Learn More page.

How do I leave YouGov?

Whilst we hope you will enjoy being a member of the site, should you for any reason wish to leave then please visit the unsubscribe page. Please note that you will forfeit any points you have in your account if you unsubscribe.


YouGov Pulse  


What is YouGov Pulse?

YouGov Pulse is a way of earning more points as a panellist. We invite our panellists to participate in the same way that we identify people for research projects. YouGov Pulse is an application you download and install onto your desktop, tablet or mobile device. The Pulse app tracks your internet usage and anonymizes it to give a picture of how real people use the internet. 

We work with a company called RealityMine on YouGov Pulse and therefore some support will be provided by them and may need to refer some questions to them. Please find below the questions we are asked most often. 

 

How many points do I receive for participating in YouGov Pulse?

You will receive 200 points for joining YouGov Pulse, and for each month you are active you will receive a further 100 points every month, for each device YouGov Pulse is actively installed on (actively installed= use the internet on that device and keep the app runnning in the background). Points will be granted by the 7th of the following month.

What types of data are collected?

YouGov Pulse is a project to help understand how people use the internet - what websites they visit, and which apps they use. We collect what websites and apps you go to, and what devices you use to visit them. Nothing else, and never any data that you input into secure forms whilst browsing (such as usernames, passwords or online transactions). All data will be analysed on an aggregated level only.

Do I need to leave my phone / tablet / computer on?

You should leave the app running in the background on your devices. Please do not stop the app when viewing your running applications list.

Will the App or the VPN use my data allowance?

The application will send a tiny amount of data each day over the internet, so you won’t notice an impact on your data allowance.

Although this is only a small amount, we recommend you have a data plan on your phone, or connect to WiFi whenever possible, or your network provider may charge you.

If you check your data allowance on your phone, you may see data being used by the VPN. The app utilizes a VPN (Virtual Private Network) for us to be able to see which Apps are being used while you are a member of YouGov Pulse. When apps are used, and the VPN is enabled, the data usage is attributed to the YouGov Pulse App / VPN instead of the App actually in use. The VPN is not actually using any data, it is the app in use that is generating this data.
Take the following example:

  1. You install the YouGov Pulse App and VPN
  2. You then use your device to watch 2GB of videos on YouTube
  3. If you then look at the data usage stats, the 2GB data will show as being generated by the VPN and not the app that originally generated the request (in this case, YouTube)

Will it use up my battery?

The YouGov Pulse App may have a small effect on your smartphone / tablet battery life.

To monitor and manage your battery usage

  • On Android go to Settings > Battery (on some devices go to Settings > Device/Power > Battery)
  • On iPhone go to Settings > Battery

How do I install the YouGov Pulse App?

Please refer to the installation manual for your device (see below). Please note that it's important to closely follow the manual to properly install the YouGov Pulse App.

I can't find the App in the Google Play Store/App Store.

Please use the installation link provided in the initial email sent by YouGov after you have joined YouGov Pulse. This will ensure an easy and smooth installation. If you can't find your individual installation link, please get in contact with our support team.

How will I know if the app on my phone / tablet / computer is working?

  • On Android phones, you will see a small application icon in the notification area of the screen, which indicates the application is running
  • On iPhone, you will see the application listed with your other open apps if you double-tap the home key
  • On Windows computers, you will see a round green icon in the system tray
  • For Apple/Mac computers, if you leave the App running after install, it will run in the background

If you do not see the App running by either of these methods, re-open the App and keep it running in the background. 

The app won’t install on my iPhone or iPad – why is the app ‘Untrusted’?

After downloading the app, you will be presented with a screen which says the app is ‘Untrusted’. Apple take security very seriously (as do we). The reason for this is that the YouGov Pulse App is collecting information about you, and Apple wants to make sure you are the one to give permission for this, and not them doing so on your behalf.

To give permission to ‘Trust’ the YouGov Pulse App: 

  1. Go into 'Settings' and open 'General'.
  2. Next, scroll down and select 'Profile'.
  3. Select 'REALITYMINE LIMITED'
  4. Choose 'Trust REALITYMINE LIMITED'.

If you try to open the YouGovPulse app without following the steps above, the app will open to its first screen and fail to launch – please note: it will not display an error message informing you of this.

Once the app has been verified, it must be manually opened (tap the app icon) to resume running. It will not automatically start. Please follow the full  installation manual for further steps: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_iOS_Installation_Manual.pdf

I’m being asked to install a ‘Certificate’?

You may be asked to install an additional certificate on your device. This is to allow the VPN (Virtual Private Network) to work correctly. The app utilizes a VPN in order for us to see which Apps are being used during the study.

You’ll know if you need to follow this step as you will see a warning in your notifications with ‘Install Certificate’ next to it. Installing the certificate is easy, just follow the on-screen prompts after clicking the notification. Please note that you will need to set a lock screen on your device as part of installing the certificate. You can turn this off at the end of the study once you have removed the certificate.

  1. Give the certificate a name, the default is fine, then press ‘OK’
  2. Follow the prompts to set either a PIN or a pattern for your lock screen. Remember that PIN or pattern! you’ll need it when you want to unlock your device.
  3. You’ll now see a small pop-up on screen letting you know the certificate has been installed.

Please refer to the full  installation manual for further steps: https://d25d2506sfb94s.cloudfront.net/r/106/YouGovPulse_iOS_Installation_Manual.pdf

I am getting the error “Cannot Verify Server Identity” on my iPhone or iPad.

Due to new security measures introduced by Apple with iOS 10.3, combined with the YouGov Pulse App using an SSL VPN – a specific SSL certificate must be explicitly trusted if this is the first time such a certificate has been added to the device.
If you attempt to use the device without first trusting the certificate, it will produce the verification error you may have seen, “Cannot Verify Server Identity”. You need to follow the below steps to resolve this:

  1. Go to the ‘Settings’ on your device, then into the ‘General’ section.
  2. Go into the ‘About’ section.
  3. Under ‘About’, navigate into ‘Certificate Trust Settings’
  4. Toggle the slider onto the RealityMine Certificate.
  5. Accept the warning prompt that appears by clicking ‘Continue’.
  6. The process is complete when the slider shows green.

How will I know if the VPN is working?

On an iPhone, you will see a small rectangle with the text ‘VPN’ at the top of the screen when using the internet. If you don’t see this, try locking and unlocking your phone and drag the notification bar down to see the full list of icons.

On an Android phone, you will see an icon within the notification bar of the device after you have accepted the credentials as being trusted.

Laptops / computers do not need the VPN to run so you will not be prompted to install one.

Some of my apps don’t work when I have the VPN connected.

If you experience this, please contact us and let us know which Apps are affected. We are continually monitoring our VPN, so your feedback will be a great help in improving everyone’s experience.

Our support team can be reached through: supportuk@yougov.com

How do I check which version of iPhone I have?

To check your version of iPhone iOS:

  1. Open the Settings app
  2. Tap ‘General’
  3. Tap ‘About’
  4. Scroll down and look for ‘Version’

We currently support iOS versions 9 and above.

How do I check the version of Android on my phone?

  1. Start from your home screen 
  2. Tap Menu
  3. Tap Settings (or find settings in your app drawer/dock)
  4. Tap About Phone (scroll all the way down, it’s the last option).

We currently support Android versions 5 and above.

What if I change my device during the study?

If you purchase a new device and want to continue participating, please contact us and a download link for your new device will be provided. You can also use the link in the initial email you received after joining YouGov Pulse to install the App on your new device.
 

I forgot my installation link - where can I find it?

The installation link can be found in the email initially sent from YouGov after joining YouGov Pulse. If you can no longer find the email, let us know and we can provide the URL again. This link will not expire.

I can't remember the PIN.

The YouGov Pulse App does not require a PIN or password.

During the installation of the app, a VPN (virtual private network) is set up on your device. For security reasons, a PIN is required to lock your screen when your device is in use. This is a requirement by both iOS and Android. If you have not set up a display lock PIN before, you are being asked to provide a PIN. This is not your SIM PIN (e.g. the PIN used to unlock your SIM card, usually provided by your mobile phone operator, and only required after you turn on your phone).

I receive a notification that I need to re-open the YouGov Pulse app.

To ensure you are credited your points for being part of the YouGov Pulse project, please make sure to always run the YouGov Pulse app in the background. To remind you that the app stays open at all times, you receive a notification after you have accidentally closed the app or haven't opened in for some time. Please just re-open the app and the notification will disappear.

Where can I check what devices are active?

To receive your points, you need to keep the YouGov Pulse app running in the background, and also actively used the device. To check whether the connection to YouGov is established, please click/tap on "Information" on the App's main menu. The "Last upload" data should be within the last couple of hours, if your device is currently connected. Please make sure that the VPN is running on your device.

Perform this check on all devices you have installed the App on and that you are actively using.

How do I uninstall the App?

Please refer to the uninstallation manual for your device:


Political - Frequently Asked Questions (FAQ)


 

Are YouGov part of the government?

No. Not at all. We are an independent commercial organisation, completely separate from the government and listed on the Alternative Investment Market (AIM).

 

Does the government have a say in the work that you do?

No. We are an independent commercial organisation. The government does sometimes commission us to conduct polls, in the same way as many other commercial clients. In all cases we are committed to neutrality and clients have no influence on the data that is collected or the results that are produced.

 

Does YouGov only do political research?

No. Although we are most well-known among the public for our political research, it actually only makes up less than 10% % of YouGov’s revenue in the UK. We have over 250 people working in the London office alone – only eight of them are in the political research team.

 

Is it biased to work with only one newspaper?

We have a commercial arrangement to provide polling exclusively for one national newspaper, though this work is usually then picked up by other papers. As with all our research, our polls for newspapers are not written from any political viewpoint, but are meant to be social scientific efforts to measure public opinion. Newspapers may back a political party with a particular social viewpoint but we don’t. While specific clients may in the end have their own partisan goals, the surveys we conduct are not intended to influence your opinions, but to measure them.

 

Isn’t YouGov run by Conservatives / Labour supporters?

Inevitably the political team is made up of people who are interested in politics, but they represent a wide range of political views – both to the left and the right. More widely, other people within the organisation also sometimes have political backgrounds. For example Stephan Shakespeare, the CEO, is a former Conservative candidate, while Peter Kellner, the former company President, and Marcus Roberts, YouGov’s International Projects Director, have both been significant figures in the Labour party for many years. As a commercial research company our job is to accurately, independently and objectively measure and report the views and opinions of the public at large.

 

Are the political team all white men who went to public school?

No. The members of the political team come from a range of different backgrounds. They are certainly not all male or all white and the majority went to comprehensive schools. They are the children of, for example, an academic, a builder and a bookmaker. When they were younger they wanted to grow up to be things like Olympic swimmers, film directors and train drivers – not politicians. Regardless of background or personal opinions, in all cases the members of the YouGov team are committed to accurately measuring and reporting the views and opinions of the public at large.

 

I took a survey but don't see all of the results published. Why do you only show some of the results?

Each year YouGov conducts a huge number surveys for a wide variety of clients. The vast majority of these are for private use by different groups, companies and organisations. Such surveys are not published. The decision on whether to make all or part of a survey public, and when to do it, rests entirely with the client.

 

Are the rumours I have heard about a poll result true?

We never comment on any results or surveys that have not been published, nor do we ever comment on polls that were not conducted by us. All results of our published political polls will be available on the YouGov website and can be downloaded via our archive. Any speculation on what the results might be for a poll that has not been published are nothing more than that: simply speculation.

 

Do you ever refuse to work with a particular client?

Yes, regularly – but never for ideological reasons. We work with think tanks, campaign organisations, pressure groups and political parties from all sides of the political spectrum. However, all clients have to run what YouGov regards as fair, neutral, balanced questions. We work directly with clients on this, but if they insist on running questions that do not fit this criteria then we will refuse to work with them.

 

Aren’t the polls always wrong?

No – YouGov has an excellent track record compared to actual outcomes both in the UK and the rest of the world: most recently the election of Jeremy Corbyn and the victory of Sadiq Kahn in the London Mayoral contest. We also had an average lead of 1% for Leave in our final week of polling for the European Referendum. Before that, it was our polls that were first to correctly predict the rise of UKIP, the collapse of the Liberal Democrats and the surge in support for the SNP during the last parliament. We also correctly predicted the outcome of the Scottish Independence Referendum.

 

Aren’t your polls biased because anyone can take part?

Anyone can register to take part in YouGov surveys, but only those people we then contact within a specific sample are allowed to take part in our published polls – and they are only allowed to take part once. The questions on the Take Part section of the YouGov website allow anyone to participate, but those results are separate from our published polls. For more information about Take Part polls please click here