Why We Asked About Incentives

We asked customers how they feel about rewards (incentives) for taking part in activities, surveys, and projects.
You gave us honest feedback about what works well, what needs to change, and how we can make getting involved easier and fairer for everyone.

We listened.
And now we’re updating our approach so incentives are clearer, more flexible, and offer better choice.

Here’s what you told us — and what we’re doing about it.

⭐ You Said, We Did – Incentives

👥 You Said

Customers told us:

• Rewards help people take part, especially when the topic matters to them.
• Vouchers are the most popular reward, but people would like more choice such as shopping, cinema, food, tech, gardening, or days out.
• Incentives should be fair, clear, and consistent, with bigger rewards for activities that take more time.
• Some people don’t need a reward but still want their time and effort to be recognised.
• Getting involved should be easy for everyone, including people who are not online.
• Communication could be better, with clear information and reminders before taking part.

⭐ We Did

We listened to you and are now making improvements to the incentives we offer.

1. Making incentives fair and simple

We are checking all incentives we use to make sure they are fair.
We are creating one clear set of rules so everyone is treated the same.

2. Giving more choice

We are developing a wider range of voucher options so you can choose what suits you best.
This includes options for people who prefer non‑digital rewards.

3. Matching the reward to the activity

We are creating an easy system that links the reward to how much time and effort is needed.
For example:

• surveys
• focus groups
• longer projects

4. Better communication

Before every activity, we will clearly explain:

• if there is an incentive
• what it is
• when you will receive it

We will also update you if anything changes.

5. Making it easier for everyone to take part

We are offering more ways to get involved, such as:

• online
• by phone
• in person

We will also support people who may find it difficult to access incentives.

6. Involving customers at every step

We will test our new ideas with customers to make sure they feel fair and right.
We will keep sharing updates on this page as our work continues.

What Happens Next?

We will keep improving our incentives approach and will update this page so you can see:

• what customers said
• what we changed
• how your feedback shaped our decisions

Your voice matters.
We want to make it easier, fairer, and more rewarding for you to get involved.