Occasionally we are unable to provide responses from the Lyssna panel. This may happen if you target very specific demographics or countries that are not yet well represented in our panel.
When this occurs we may offer to source responses for your test from our partner panel.
Placing an order with our partner panel
If we are unable to fulfill your order using the Lyssna panel, you will see the following alert below the order form:
Clicking the link in the alert will switch to the external panel order form, but you can also switch to this form by clicking the External Panel tab at the top-right of the order form:
You can place an order for up to 400 responses with our external panel. If you need more than that, you can place multiple orders for the same test to get to the number you need. However, if you need a number much higher than 400 and we are unable to fulfill the order with our panel, reach out to our Support team who can help.
Demographics you can target on our partner panel
Language
Country
Age
Gender
Level of education
These will be the only options for demographic targeting if you select the external panel at checkout. If you have any other demographics selected and then select the external panel, you will receive an error message and will need to remove those demographics before placing your order.
Cost to order responses from our partner panel
The cost per response varies depending on how much the external panel charges for the countries you want to target. If you choose to place our partner panel order, this will be paid for in Lyssna credits taken from your account's credit balance or paid for using the credit card on file.
After your external panel order has been placed and paid for, it will appear in your list of orders for the test. Our team will then arrange for the order to be fulfilled from our partner panel. It can take 24-48 hours to begin receiving results.
Canceling External Panel Orders
Canceling external panel orders is a manual process, so please reach out to our team as soon as you need to cancel. Since our team must contact our panel provider to process cancellations, there may be a delay due to time zone differences and office hours. If your order has not yet received any responses from our provider, we can usually cancel your order and refund your unused credits back to your account balance.
Please be aware that responses from our partner panel will only become visible in your test's results after they have been reviewed by our support team. If responses have already been received, even if they are still under review, cancellation and refunds may no longer be possible.
Key Differences Between Panels
There are important differences between responses ordered from the Lyssna panel and responses sourced from our partner panel:
Pricing: Per-panelist costs will vary based on the countries you target.
Response Time: Expect a 24-48 hour period before you begin receiving responses.
Participant Uniqueness: Unique participants are not guaranteed if you place multiple external panel orders on tests that are within variation sets.
Replacement Policy: Automatic replacements are not available for deleted responses.
QA Review: Third-party panel responses undergo a QA review similar to our internal panel responses, although it is not as strict. This review helps us ensure a baseline level of quality, but it may not match the same thoroughness as our Lyssna panel's QA process. Note that responses will only become visible in your test results after they have successfully passed this review. In some cases, we may have already received all your ordered responses, even if they are not yet visible.
If you experience any quality issues with the responses provided by our partner panel, please don't hesitate to report them to support@lyssna.com. If a response doesn't meet our standards, we will replace that response free of charge within 7 days of your order being completed.