Survey Bonus

Article Title
Survey Bonus

Category
Deposit and Bonus

General Information
Survey bonuses are rewards offered to players for completing surveys. These bonuses are not applied immediately and are typically credited within 7–14 business days after completion.

Purpose / Objective
To guide agents in assisting players with inquiries about survey bonuses, including timelines, tracking, and escalation criteria.

Scenario / Use Case
A player completed a survey and is asking why they have not yet received their bonus.

Step-by-Step Instructions

Standard Timeline

• Survey bonuses are not instant
• Expected processing time:
  • 7–14 business days after survey completion
• Player receives an email notification when the bonus is credited

Tracking Survey Bonuses

• Use the MSL Survey Bonus Tracker (Excel file)

• Steps to search:

  1. Copy the long Player ID from NeoSphere
  2. Open the tracker file
  3. Press CTRL + F
  4. Paste the Player ID and search

• Tracker displays:

  • Survey completion
  • Bonus amount
  • Credit date

When to Escalate

• DO NOT escalate if:

  • Tracker is not yet published
  • Processing window (14 days) has not passed

• Escalate only if:

  • Tracker has been published
  • Player does not appear on the tracker

Important Notes

• Survey bonuses are handled by PSC (not PR)
• Do not transfer these inquiries to PR
• If no Team Lead is available and escalation is required:
  • Follow internal escalation procedures

Player Guidance / Scripting

Player has not received bonus yet

• Advise:
  • Bonus will be credited within 7–14 business days
  • Email confirmation will be sent

Player asks why bonus is delayed

• Explain:
  • Survey responses are collected over a period
  • Bonuses are awarded after the collection period ends

Additional Information / Tips

• Always verify completion date before advising
• Reinforce timeline expectations
• Check tracker before considering escalation
• Use clear, consistent messaging

Variations / Related Questions

• “I completed a survey—where is my bonus?”
• “Why didn’t I get my survey reward?”
• “How long do survey bonuses take?”
• “Do I need to do anything after completing a survey?”

Common Issues / Troubleshooting

• Issue: Bonus not received within a few days

  • Advise standard 7–14 business day timeline

• Issue: Player not in tracker

  • Escalate only if tracker is published

• Issue: Player requests escalation too early

  • Reinforce processing timeframe

Case Logging Requirements

• Owner: Support
• Category: Deposit and Bonus
• Subcategory: Bonus Package
• Subject: Bonus Package
• Resolved: Yes

Suggested Case Logging Notes:

• Player contacted stating they completed a survey on (date) but have not received the bonus. Advised of standard processing timeline.