GN Operations Italy

EN ISO 9001 (2000)

IQ-0601-08

About us

gnoperations is the brand within gnresearch that manages data collection activity for market

research and statistical surveys.

As soon as gnresearch entered Teleperformance Group in 1996 (as Grandi Numeri Srl, as it was called

at that time), a massive infrastructure for data collection was created and has in time increased its

volumes, scope and competence.

gn operations Italy 2

50 CATI WS

1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

130 CATI WS 210 CATI WS 265 CATI WS 325 CATI WS

Romavia di Priscilla,101

170 CAPI120 CAPI80 CAPI60 CAPI

MilanoCorso Garibaldi,86

BariVia D. Marin,3

TiranaRr. A. Frasheri

ISO 9001certification

Qualitative Research: 3 fully-equipped facilities in all 3 Italian Offices (audio-video recording, remote viewing, translation services, etc.)

Data processing and statistical analysis

Computer Assisted Web Interview: A redounded hi-availability web server ensures a top-of-the-line hosting of any web survey

Our offer

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Computer Aided Telephone Interview: 265 CATI workstations In-Shore (Rome and Bari) and 60 Off-Shore (Tirana) providing interviews in Italy and in more than 30 foreign countries through native-speaker interviewers in nearly every language.

Computer Aided Personal Interview: 250 notebooks/netbooks, 20 Palmtops and a network of more than 1000 interviewers in Italy coordinated by 20 regional supervisors and by a team of 7 in-house experts.

gn operations Italy

Mystery surveys: a network of 150 professionals, proficient in Mystery surveys, ensure coverage of the whole Italian territory.

Our promise

gn operations Italy 4

“We believe that trust drives Client loyalty and company growth. As a data collection provider, we

actively focus on protecting our Client investment by ensuring the highest possible quality of data

for their Market Research needs.”

CATI fieldwork

CATI fieldwork is our “center of excellence” , as acknowledged by our clients and competitors.

In our CATI Centers in Rome, Bari and Tirana we conduct interviews on any target reachable by phone, in Italy and in more than 30 other Countries in the world.

In 2010 we have realized:• more than 500 fieldwork sessions• about 450.000 B2C interviews• about 150.000 B2B interviews• more than 300.000 hours of live data collection • about 30.000 hours dedicated to quantitative and qualitative checks.

gn operations Italy

Arabic

Chinese

Croatian

Czech

Danish

Dutch

English

Finnish

Our CATI fieldwork has carried out interviews with significant sample size in almost any European country. On top of this, we are skilled and equipped for reaching any continent and any time-zone. Currently, from our CATI Center in Rome we cover the following languages:

French

German

Hungarian

Japanese

Norwegian

Portuguese

Romanian

Russian

Slovak

Spanish (Cat.)

Spanish (Cast.)

Swedish

Ex-post controlsIn progress controlsPlanning stage

Procedure Description StandardConcurrent observation s

Live listening of the interviews and double-screen check of the data collected ensure the on-going verification of collected data and drive real-time training and other quality-oriented actions.

•10% of interviews checked for each interviewer•Average quality score obj: 8/10

Performance indicators

Monitoring of CATI System statistics to check if the performance of the data collection is aligned with the estimated qualitative and quantitative standards and objectives.

Escalation procedure in place to address any performance problem at the correct level

Data quality Daily analysis per interviewer of the percentage of on a subset of key questions in order to identify and to correct possible variations from the expected/estimated data.

Second interview Recall done shortly after the interview on a sample of interviews in order to double check the data entered.

•5% of interviews checked per each interviewer•Interview invalidated when problems are found

Call log analysis Use of the AAPOR (American Association for Public Opinion Research) standards to classify call statistics and measure the sample distortion.

CATI fieldwork: control points

gn operations Italy

Ex-ante controlsReview of current quality procedures to ensure their applicability to the activity requested

Optimization of the production tools (CATI software) to minimize errors

Monitoring of interviews and on-going data analysis to detect and prevent any mistake

Data file consistency and correctness check

F2F Fieldwork

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Milan

Bari

Rome

Cover through a network of regional supervisors (20) and interviewers (1000)

Centralized management (2 coordinators in Bari, 4 in Rome and 2 in Milan)

F2F fieldwork offices of gnoperations Italy

TECHNOLOGICAL EQUIPMENT

• Conference rooms and training rooms in all 3 location, each

one equipped with a multi-standard video conferencing

system.

• A fleet of 250 notebooks/netbooks

• 20 Palmtops for the fieldwork for time critical data collection

requiring istant data submitting.

• A single multi-methodology Software solution (Askia, for

references: http://www.askia.com/) integrating phone,

personal and web interviews

• Toll-free number available to people on the field to get

assistance and escalation procedure to solve technical,

information and specific problems connected to the

fieldworks

gn operations Italy

F2F Fieldwork

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Our experience ensures a high quality of the data collected through:• in-home interviews• central location interviews• in- street interviews• mystery surveys• B2B and B2C surveys• coordinated management of large samples in Italy, including small towns and remote areas

GN Operations quality standards on F2F fieldwork are:

gn operations Italy

* gn operations considers an interview validated only if it contains a telephone number allowing to reach the interviewee for a later

check. If the telephone number is wrong, the recall is expanded to determine whether the error is random or systematic and consequently

if it is an index of misbehavior by the interviewer.

STANDARDS GN OPERATIONS

Over-sampling At least 5%

% of controlled interviewers 100%

% of interviews checked per each interviewer 20%*

gnresearch Group / Contacts

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gnoperations Italy is in Rome, Milan and Bari. It also operates off-shore in the office of

Tirana in Albania.

Main contact:

Apart from Italy and Albania, gnresearch is also in Paris, Dusseldorf, and Tunis.

www.gnresearch.com

Lino CoscioneOperations Director

lino.coscione@gnresearch.com

Tel. +39 06 86 517 212

gn operations Italy