FAQs

How do I join?

What's in it for me?

I have forgotten my password, how do I reset it?

How do I change my password?

I cannot access the Kitchen Table panel site with my computer / web browser, what should I do?

I cannot click on the links in emails that you send / the emails don’t look right, what should I do?

How do I log out?

How often will I be contacted?

Will I be invited to every survey?

How will I know if there is a survey available?

I keep being screened out of surveys, why is this?

How do I leave the panel?

I have a suggestion on how you can improve the Kitchen Table panel, how do I contact you?

 

How do I join?

 

To join and participate in the panel, you must:

- Be a resident in the UK

- Be aged 18 years or above

- Be a decision maker in the purchase of food and groceries for your household

- Not be an employee of John Lewis, Maru/edr or any associated company

- Not work in advertising, marketing or market research

- Provide true and accurate information on your profile and keep that information updated

 

If you meet these criteria, simply visit the panel homepage and click on the “Sign-up” button, it’s on the bottom right, being supported by a fork!

 

When you have clicked on this button you need to provide a few details to set up your account. This is so that we can send you surveys when they become available and also so you can log into the panel to take part in polls and see our news stories.

 

When you have signed up, you will be taken to the very first survey, this is our profiling survey and it allows you to add in basic information about yourself so that we don’t need to ask you again in the future. Since we will be sending you surveys, we know how boring it will get if we ask you your age and gender every single time, so this survey allows us to ask you once, then remember so we don’t keep asking you! Remember though that we won’t use this information to figure out who you are, this is just so that we can understand how different customers feel about different ideas and concepts that we may be testing.

 

What’s in it for me?

 

As well as the opportunity to feedback to Waitrose and help shape their future offering, we also run a monthly prize draw where you could win a £150 Waitrose voucher, which you can spend in-store or online.

 

Every unique survey that you complete counts as an entry into the prize draw, so the more surveys you complete, the bigger your chance of winning.

 

We will update the panel homepage each month with the prize draw winners name and region. For more information about the prize draw terms & conditions please click here.

 

I have forgotten my password, how do I reset it?

 

Simply click here, enter your email address and we will send you a new password to use. Since the password will be randomly generated, it will be hard to remember, so we recommend that you log in straight away and then reset your password to something more memorable, so that it is easier for you to remember next time.

 

How do I change my password?

 

Once you have logged into the Kitchen Table, click on “Edit profile” in the top right hand corner of the screen. Now select the Password tab and follow the on-screen instructions.

 

I cannot access the Kitchen Table panel site with my computer / web browser, what should I do?

 

The Kitchen Table panel site is designed to work on the latest versions of web browsers such as Microsoft Internet Explorer, Mozilla Firefox and Google Chrome. Because the site uses elements to allow it to work on as many mobile devices as possible (as well as using new features such as drag and drop polls) it will not work correctly if you are using a web browser which is more than a few years old.

 

Fortunately upgrading your browser is easy and can be done either by visiting one of the following websites:

Microsoft Internet Explorer

Mozilla Firefox

Google Chrome

 

If you do not want to upgrade by downloading software from one of the sites listed above, you can normally upgrade your browser within the settings menu of your existing browser. Please see the relevant help section of your web browser for details on how to do this, as the steps required vary from product to product.

 

I cannot click on the links in emails that you send / the emails don’t look right, what should I do?

 

There are a few reasons why the link in the email you receive might be un-clickable. By far the most common reason is that your email client has decided that the email looks suspicious. In order to protect you from clicking on anything dangerous it will show you the email but not allow you to click anything inside it. This is to prevent you from going to a site that your email client does not trust.

 

Sometimes email clients treat an email as suspicious because the email has a subject line like the following:

“Win a prize, take our survey”

 

It may also block the links that we send you because the sender email address is:

waitroseTKT@surveys.maruedr.com

 

Some email clients will recognise the word Waitrose but also recognise that the email is not actually coming from Waitrose, it is coming from Maru/edr. To the email client this is suspicious, though of course we know that this is okay!

 

There are a few options for how you can access a survey if the link is broken. The first one involves lowering the security settings on your email client, but we do not recommend that you do that. There is a reason that they are there and you should only change them if you are happy that you know exactly what this means.

 

So instead, you can try one of the following:

- If your email client offers an option for you to “allow content for this email”,  specify that “it’s safe” or similar, then click this

- Add the email address waitroseTKT@surveys.maruedr.com to your safe senders list

- Move the email from your junk or spam folder into your inbox

- Copy the link text and paste it into the address bar of your web browser

- Right click on the link and “copy link location”, then paste it into the address bar of your web browser

- Use the email as a prompt to visit the panel site, as well as sending you an email we will always update your panel homepage with a link to the survey which will not be blocked, so just visit the panel homepage, log in and take part

 

How do I log out?

 

Once you have logged into the Kitchen Table, click on “Logout” in the top right hand corner of the screen. This will return you to the login page.

 

How often will I be contacted?

 

We know that your time is important so we will not send you surveys too frequently. We will aim to send you a survey once every two weeks, though remember that your participation is completely voluntary so you can take part in as many surveys as you like.

 

Will I be invited to every survey?

 

No. We will use the information that you provide to us in the profiling survey to make sure that we send you surveys that are relevant to you. For example, if you have indicated that you only shop with Waitrose online, we will try to avoid sending you surveys about our stores.

 

How will I know if there is a survey available?

 

When we have a survey available, that is applicable to you, we will email you to invite you to take part. We will also add a notification to your panel homepage in the top right corner of the screen. This will say, for example; “1 survey available”. If you click this link you will be taken to a summary of the available surveys so that you can decide if you want to take part.

 

I keep being screened out of surveys, why is this?

 

Sometimes we need to send out surveys to allow us to hear from a very particular group of customers. If we don’t already have the information that we need to send these surveys to specific customers then we will need to send surveys out and ask questions within the survey to allow us to identify these customers.

 

If you are screened out of one of our surveys, it doesn’t mean that we don’t want to hear from you, it means that the subject that we want to talk about in that survey would not be relevant to you, so to save you time we have ended the survey.

 

You will still be entered into the monthly prize draw if you are screened out of a survey.

 

How do I leave the panel?

 

Once you have logged into the Kitchen Table, click on “Edit profile” in the top right hand corner of the screen. Now select the Unsubscribe tab and follow the on-screen instructions. There are two options for unsubscribing, one option involves receiving no further contacts from us, whilst the second option involves receiving no further contact but also asking us to delete all of your previous survey responses and any information we have on your account.

 

If you prefer you can also use the unsubscribe link at the bottom of every email that we send to you. Please be aware though that this will mean that we do not contact you in the future, it does not delete you old survey responses, so if you want to do this you will need to log in to the panel site.

 

Of course, we will be sad to see you leave and will be happy to welcome you back at any point in the future.

 

I have a suggestion on how you can improve the Kitchen Table panel, how do I contact you?

 

If your comment is in regard to this website and the surveys you receive then you can use the Contact link at the bottom of this page to send a message to Maru/edr, who run the Kitchen Table panel on behalf of Waitrose.

 

We cannot guarantee a reply to your message but can assure you that every comment will be read and considered.

 

If your suggestion or query is in regards to the Waitrose brand, a particular store, the Waitrose website or any aspect of your experience with shopping and purchasing at Waitrose then we encourage you to contact Waitrose Customer Services.