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CATI Interviewers Job Satisfaction Level
Wojciech Jablonski
University of Lodz | Poland
AAPOR 67th Annual Conference | Orlando, FL | May 17-20, 2012
Overview
2 Wojciech Jabłoński | University of Lodz CATI Interviewers (national module) Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
• Introduction
• Method
• Results
• Conclusions
Introduction
3 Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Research questions:
Are CATI interviewers satisfied with their job? Are there any differences between particular groups of interviewers?
What kind of difficult situations do the interviewers encounter while working in a CATI studio? How could such difficulties be overcome so that the staff is more satisfied with their job?
Method
4 Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
• Data collection: Nov 2009 – Aug 2010
• 12 major Polish survey research companies 4P research mix | ASM | ARC Rynek i Opinia | Expert-Monitor (at present: Kantar Media)
GfK Polonia | IMAS International | IPSOS | IQS Group | MillwardBrown SMG/KRC PBS DGA | TNS Pentor (at present: TNS Poland) | TNS OBOP (at present: TNS Poland)
• N of cases = 846 interviewer questionnaires & 32 IDIs
Method
5 Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
• Additionally: 2 companies from abroad
Capacent Iceland | Statistics Norway
• N of cases = 96 interviewer questionnaires & 17 IDIs
Co-financed by technical assistance funds of the EEA Financial Mechanism and the Norwegian Financial Mechanism within the framework of
the Scholarship and Training Fund.
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Below you will find different statements relating to the job of a CATI interviewer. Please indicate how much you agree or disagree with them. For each of them, choose one answer only.
Method – question
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Below you will find different statements relating to the job of a CATI interviewer. Please indicate how much you agree or disagree with them. For each of them, choose one answer only.
1 strongly disagree
2 mostly disagree
3 mostly agree
4 strongly agree
hard to say
refuse to answer
Method – question
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Below you will find different statements relating to the job of a CATI interviewer. Please indicate how much you agree or disagree with them. For each of them, choose one answer only.
1 strongly disagree
2 mostly disagree
3 mostly agree
4 strongly agree
hard to say
refuse to answer
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Method – question
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• 6 scales of job satisfaction (partially taken from MSQ – Minnesota Satisfaction Questionnaire)
supervision recognition co-workers
progress / learn & grow working conditions earnings
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Method – question
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• 6 scales of job satisfaction (partially taken from MSQ – Minnesota Satisfaction Questionnaire)
supervision recognition co-workers
progress / learn & grow working conditions earnings
• Each scale consists of 3(2) questions; 17 questions in total
• Internal consistency of the scales measured using Cronbach’s Alpha method
• All means calculated using input data with ‘hard to say’ and ‘refuse to answer’ options excluded; means’ range is 1-4 – the higher is the mean, the more satisfied is the interviewer
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Method – question
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I know what I’m expected to do as an interviewer mean = 3.54
I feel that my job is assessed fairly and competently mean = 2.89
I know that in difficult situations I can rely on expert help from my supervisor mean = 3.30
Cronbach’s Alpha = 0.680
1 2 3 4
SUPERVISION
Results – scales
mean 3.26
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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I feel that someone in the company cares about me as a person mean = 2.48
I feel that my work is appreciated by my supervisors mean = 2.67
I know that my opinion counts within the company mean = 2.14
Cronbach’s Alpha = 0.851
1 2 3 4
RECOGNITION
mean 2.46
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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I know that in difficult situations I can rely on other interviewers mean = 3.45
I believe that the majority of interviewers have a positive attitude towards each other mean = 3.33
Cronbach’s Alpha = 0.497
1 2 3 4
CO-WORKERS
mean 3.38
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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I have the opportunity to learn new things at work mean = 2.75
I feel that my company cares for my professional development mean = 1.99
I can do varied tasks at work, I don’t complain about being stuck in a rut mean = 2.50
Cronbach’s Alpha = 0.770
1 2 3 4
PROGRESS / LEARN & GROW
mean 2.45
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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I have tools and materials essential to carry out my job properly mean = 3.28
Any equipment and computer defects are quickly repaired mean = 2.94
The conditions in which I work (temperature, noise level, lightening, air-conditioning, etc.) are adequate to work properly mean = 2.60
Cronbach’s Alpha = 0.652
1 2 3 4
WORKING CONDITIONS
mean 2.94
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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I’m satisfied with the money I get from my job mean = 2.29
The money interviewers get depends on the quality of their work mean = 2.65
I feel that I’m paid fairly compared to other interviewers mean = 2.96
Cronbach’s Alpha = 0.733
1 2 3 4
EARNINGS
mean 2.59
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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1 2 3 4
OVERALL SATISFACTION
mean
Cronbach’s Alpha = 0.921
2.84
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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SCALE
GENDER
female male
S 3.26 3.26
R 2.48 2.43
Co-W 3.38 3.38
P / L&G 2.51 2.34
WC 2.92 3.00
E 2.61 2.54
OS 2.85 2.82
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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SCALE
AGE (years old)
up to 22 23-24 25-28 29 & more
S 3.27 3.22 3.18 3.37
R 2.43 2.40 2.38 2.63
Co-W 3.36 3.36 3.38 3.43
P / L&G 2.47 2.24 2.29 2.76
WC 2.99 2.85 2.94 3.02
E 2.68 2.48 2.55 2.63
OS 2.86 2.76 2.78 2.97
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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SCALE
WORK EXPERIENCE (months)
up to 4 5-11 12-23 24 & more
S 3.32 3.24 3.27 3.19
R 2.58 2.45 2.48 2.35
Co-W 3.44 3.34 3.34 3.39
P / L&G 2.65 2.40 2.44 2.32
WC 3.10 2.96 2.98 2.74
E 2.60 2.54 2.67 2.53
OS 2.96 2.83 2.85 2.73
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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SCALE
WORKLOAD LEVEL
low medium high
S 3.25 3.26 3.24
R 2.45 2.46 2.50
Co-W 3.37 3.40 3.40
P / L&G 2.37 2.44 2.45
WC 3.01 2.91 2.87
E 2.54 2.63 2.66
OS 2.82 2.84 2.84
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
Results – scales
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Results – qualitative data
Main finding lack of proper communication between the interviewers and the researchers
Interviewers’ complaints:
• CATI scripts formulated using too complicated vocabulary and syntax
• Interviews too long and too complex
Sometimes results in destandardizing of the interview protocol – reformulating the questions / explaining difficult terms
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Results – qualitative data
Sometimes questions are so horrible that even I don’t know what the matter is. So how can those poor
respondents with elementary education understand such questions? (…) No researcher, no supervisor who didn’t work as a CATI interviewer knows things that we – the
interviewers – know.
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Results – qualitative data
Sometimes questions are so horrible that even I don’t know what the matter is. So how can those poor
respondents with elementary education understand such questions? (…) No researcher, no supervisor who didn’t work as a CATI interviewer knows things that we – the
interviewers – know.
Sometimes questions are so long that when I finish reading them, I don’t remember what the beginning is. The respondent – without written text – all the more.
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Results – qualitative data
We often have to simplify the questions. If people don’t understand the questions, they are irritated and want to
hang up. Of course, it’s a silent consent. No one is instructed to behave in such way, but no one finds fault
with it as well. When I’m talking to a dimwit who doesn’t understand most words, I have two possibilities – either
finish the interview or adapt to the respondent.
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Conclusions
• Overall CATI job satisfaction score is 2.84 (range: 1-4)
• Co-workers 3.38
Supervision 3.26
Working conditions 2.94
Earnings 2.59
Recognition 2.46
Progress / L&G 2.45
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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Conclusions
• Overall CATI job satisfaction score is 2.84 (range: 1-4)
• Co-workers 3.38
Supervision 3.26
Working conditions 2.94
Earnings 2.59
Recognition 2.46
Progress / L&G 2.45
• Poor / no collaboration between the interviewers and the researchers seems to be a problem…
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level
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THANK YOU!
Wojciech Jablonski
Wojciech Jablonski | University of Lodz CATI Interviewers Job Satisfaction Level