interviewer quality control scheme

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Interviewer Quality Control Scheme

27th Annual General Meeting 14th November 2013

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Agenda

Review of the Year Inspections Standards Update Working Forums Marketing Website update Financial Review MRS CPS Operations Network AQR update MRBA update

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Review of the year

IQCS Council Composition Vacancies

IQCS Activities 2013

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Current IQCS Council Structure

3 representative members MRQSAB MRS AQR

8 elected members 7 data collection suppliers – 2 vacant 1 user currently vacant

1 Co-opted member

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Current IQCS Council Members 2013

Representing Industry Bodies MRQSAB - Penny Steele MRS - Richard Sheldrake AQR – Liz Sykes

Elected members Brian Bogard Chris Smith Jackie Megahey Jackie Mold Jenny Lyons Jeremy May Stacey Charlesworth

Co-opted member Volker Balk

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IQCS Council For 2014

Elected Suppliers Rotation System

Two Positions to be filled Due to Council’s rotation Stacey Charlesworth is standing down but is

standing once again for re-election Jeremy May has resigned as an elected member and is not

restanding Nominations to Gill Wareing by Friday 29th November Forms are available tonight and on the website If more than two nominations there will be an election via email and

votes will be required to be in by Wednesday 11th December

Elected ‘user’ - an annual appointment

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Other Members of the Team

Administrator Gill Wareing

Inspection Team Gaynor Montague Sue Curtis

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IQCS Council for 2014

IQCS Council is represented on the following industry bodies:

MRQSAB – 2 council members BSI Technical Committee – 2 council members MRS Company Partner Service Board -1 council member AQR-1 council member

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IQCS Activities in 2013

Information and support to members IQCS Inspections Working forums/meetings New Year’s Party IQCS.org E Newsletters Twitter Facebook LinkedIn Corporate Patron of MRBA

Information and support for the industry per se

Advisory visits IQCS related information available on the web We held 2 workshops/forums this year

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IQCS Activities in 2013

Continued dialogue with members and the industry on how we continue to evolve

A huge thanks to Council members:

Perspective Research Services for hosting this AGM Council members for preparing and running working forums GfK NOP,TNS Global,Ronin and Ugam for letting us use their

meeting rooms for Council meetings and forums throughout the last couple of years

Volker Balk for all the hard work on the IQCS website

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IQCS Inspections in 2013

IQCS AGM 2013

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Inspection Process in 2013

June IQCS Inspectors briefed in depth with additional areas

to look at plus the changes and clarifications to standards due to the revisions to IS0:20252 in 2012

Inspections will not be audited to our new version until 2014 Applications invited One application form for all methodologies

Summer/Autumn Inspections conducted

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Inspection Process in 2013

Autumn/Winter Judging Panel meets at least twice Three Council members review anonymous reports Endorse or query Inspectors’ recommendations Queries are kept to one side, to be discussed with full inspection team

Inspectors debriefed Feedback to Council / further decisions made Feedback to members via the actual inspection reports and letter

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Inspection results (For 2014 membership)

Current Potential Membership = 37 Versus 38 in 2013

18 IQCS inspection forms received plus 1 to come

Lost 2 Inspected member companies but hopefully after their Inspection have gained 1 new member company

15 Inspections conducted to date

Inspection panel has meet to review inspection forms received so far

Companies are currently being informed of the outcome of their Inspections

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4 inspections still to be conducted

1 advisory visit conducted this year for a new company who has since applied for Membership via our inspected route

User Member Category continues to remain empty

IQCS user members are companies who do not have their own in-house data-collection, but commit to use providers who are IQCS accredited (and are inspected to verify this). Please let us know if you have any nominations

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Currently 18 companies hold IQCS membership via their ISO 20252 accreditation

ISO companies will be asked to renew membership by 31st December 2013

The IQCS certificate which we issue and our website will clearly indicate if the member company has undertaken an IQCS inspection

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Membership breakdown

2014 2013

Fieldwork ‘Suppliers’ 19 20

Fieldwork ‘Users’ 0 0

ISO 20252 Members 18 18

Total 37 38

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2013 Inspections Evaluations

To date we have 10 out of 15 questionnaires returned which is a 67% response rate ,so the same as this time last year at this stage but 2 companies have just been inspected

Feedback from the inspections was again extremely positive and companies continue to appreciate the Inspector’s extensive industry experience

Inspectors continue to be a very valuable source of information and suggestions

Many feel that the annual inspection is a good thing as it focuses the whole team to ensure standards are continually met

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2013 Inspections Evaluations

Performance Ratings95% satisfaction overall from the evaluation reports received to date for both inspectorsAn excellent set of results yet again ,well done to Gaynor and Sue!

Across the following categories :As an IQCS AmbassadorUnderstanding of StandardsEnthusiasmThoroughnessAccuracyUnderstanding of the individual Company

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Feedback about the Inspectors

“The Inspection was a thorough as always”

“I am always impressed by the way the Inspector has a wealth of experience about the work “

“She was very helpful and proved us constructive insight to help us improve our systems ”

“Excellent as always- they always give us useful hints and tips ”

“A longer ,more thorough Inspection as they really know how our company works now ”

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Inspections for 2014

With IQCS inspections having been conducted thisyear, indications are that the requirement for IQCS inspections still remains

It has been very encouraging that we have conducted advisory visits and 2 new companies have recently rung Gill for information

We will establish 2014 inspection intentions in early June next year

After consultation with membership the revised standards are now available to all on the IQCS website

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2013 IQCS Standard Revisions– Chris Smith

IQCS AGM 2013

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2013 Standards Revisions

Reasons for the review To ensure standards remain current and relevant

To reflect changes in working practices and technology

To provide clarification and remove ambiguity

To improve document flow and facilitate ease of reference

To maintain parity with ISO20252-2012 standards

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Summary of changes: General Principles

The aim of the Interviewer Quality Control Scheme (IQCS) is to ensure that all member companies operate to the same benchmark standards in respect of interviewer recruitment, training, supervision, appraisal and respondent/data validation. In order that this objective can be achieved, rules are laid down showing minimum standards to be followed by all members.

The following standards apply to both fieldwork supplier member companies, and

to fieldwork buyer member companies, collectively described in this standards document as 'member companies'. Companies applying for membership must comply with these Standards across all the data-collection methodologies they undertake - irrespective of the number of interviewing days in any one category. Failure to apply these Standards across all methodologies in any type of work will jeopardise a company's IQCS accreditation.

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Subcontracting Fieldwork

Member companies must aim to purchase all subcontracted fieldwork from suppliers complying with the requirements of this Standard (i.e. from other IQCS members or from other suppliers complying with section 5 of ISO 20252 - 2012). [We have removed: This requirement does not include the work of individual consultants, but it does include any fieldworkers used directly or indirectly by the consultant.]

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2.1 General project requirements

The following documented information shall be available: the names of the individuals who worked on the project; sample achieved (e.g. the total sample achieved/questionnaires returned); briefing information; a copy of the questionnaire/data collection material (where a paper copy is

available); method(s) of validation used, where relevant, number of validation checks

attempted/monitoring results, and successfully achieved, for each interviewer whose work was checked.

for recruitment, the number of respondents who attended each group relating to that project (if the organisation has chosen to validate 10 % of the total sample achieved on each project see 7.4 or 7.5;

Where appropriate any other relevant feedback or corrective action shall be documented.

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2.2 Project Briefing

Supervisors, interviewers and recruiters shall be appropriately and adequately briefed on every project. [Note: requirements for auditors are covered in Section 8] NOTE. This may be by post, telephone, electronically or in person. As a minimum, the briefing shall include details of fieldwork dates the target sample methodology requirements of the project attendance records permission for audio / visual recording of group Records shall be kept to show the full content of the briefing and instructions and to show that all interviewers / recruiters allocated to the project have received briefing and instructions.

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2.2 Supervisors

A supervisor is an individual who on behalf of the organisation undertakes at least one of the following data collection tasks: selecting and interviewing new recruits;training;monitoring/appraisals/accompaniments/validation;project managementallocating work, progress chasing and/or project and quota control.

We have removed: NOTE 1: If an individual only validates/back checks data collection work they are not deemed to be a supervisor

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5.2 Length and Content of Training

The dates and length of training given shall be recorded. Added in: The trainee shall sign a document to confirm the date(s) and length of training in hours given and this shall be kept in the individual’s file.

For recruiters, field and telephone interviewers, at least half of training should be conducted either face-to-face or interactively.

5.6 Training Evaluation

Following training sessions, attendees shall be given, or sent, a training evaluation questionnaire to complete. Feedback should be kept in the interviewer/recruiter file or the trainer’s file, as deemed appropriate and reviewed for the purposes of continual improvement of the training programme.

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6.2.1 Field-based Interviewers

Interviewers used on 5 - 9 projects/assignments a year, shall be appraised at least once per calendar year; twice if 10 projects or more worked in a calendar year. NOTE 1. Ideally once in each six month period, i.e. once January to June, and once July to December. Interviewers used on 4 or fewer occasions during the year shall be appraised at least once every alternate year, or on the next occasion thereafter that they work.

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6.4 Appraisal of Telephone Centre Interviewers and Recruiters

[Moved from 2.6 Additional Qualitative Requirements] NOTE. An organisation may use a continuous monitoring system as input to appraisals. Unless a systematic continuous monitoring system is in operation, each interviewer and each recruiter shall be appraised at least once in a calendar year. An appraisal report shall be documented and dated, signed by the interviewer/recruiter and show details of actions taken/further training given, where appropriate. Where a systematic continuous monitoring system is in operation, evidence of a two-way dialogue shall be documented and retained on file. Where the monitor records are stored electronically, a secure electronic signature system should be in place to demonstrate that the interviewer themselves was present during discussion/feedback and has authenticated the document. This may be via scanning the signed document, use of a unique identifier, acceptance via email or by other security measures built into the system. Note: There is no limit as to how often the documented evidence of two-way dialogue should be done. It may be via at least one monitoring report per annum being completed by the interviewer or be on a continual basis. Where no continuous monitoring is in place, the first appraisal shall be carried out within six months of the date on which the individual was monitored / supervised on their first assignment.

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7 Data Validation - General The purpose of validation is to establish that the data collection has been carried out to briefing instructions and in accordance with general training given. All validation shall be undertaken by individuals adequately and appropriately trained for the task. The content and date of training shall be recorded and kept in the individual’s file. Validation shall be undertaken by a second person (i.e., other than the individual whose work is being validated). A systematic and representative method shall be used for the selection and rotation of individuals whose work is to be validated. Every effort shall be made to check a high percentage of the work of those selected individuals.

The aim shall be to validate/check each person’s work on a regular basis.In the case of Post-Fieldwork validation checking, the number of validation checks attempted and achieved shall be documented. Where validation identifies discrepancies or problems the following actions shall be taken; Documenting the discrepancies or problems and, where appropriate, the corrective action taken

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7.3 Validation during fieldwork using Remote Listening-in

A minimum of 5 % of the total sample achieved on each project shall be validated by remote listening-in or audio recordings during fieldwork.

Glossary

Interactive - Interactive is defined as a dialogue or process with two-way interaction, which can be phone, web/skype, video-conference or face to face

PAPI - Data capture by means of personally administered paper interviewing

Recruiter - An individual who on behalf of the organization recruits respondents for research interviews or group discussions [Removed: depth interviews, group discussions or online].

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2014 Inspections will be based on the revised standard

The revised IQCS Standards are on the website:

http://iqcs.org/wp-content/uploads/2013/08/2009-IQCS-Standards-LAST-REVISED-09-05-13-FINAL-VERSION.pdf

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Review of the Working Forums– Jenny Lyon

IQCS AGM 2013

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Review of the Working Forum-News from the Information Commissioner’s Office –David Evans 6th June 2013

Objectives Discussing the latest hot topics Opportunity to ask questions about issues affecting our

industry

Well attended Attendees reflecting the various disciplines within research

operations

Topics covered included: Update on issues facing Market Research and Data Collection Telephone Preference Scheme Silent Calls

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Review of the Working Forum-Jane Frost - CEO Market Research Society

MRS News Fair Data Mark MRS activities New initiatives Question and answer session

Working Forums are for you! Lively interactive sessions exploring hot topics affecting our

industry Thank you to all members who attended the forums Tell us what you want to talk about…

[email protected]

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IQCS AGM 2013

Review of the Marketing– Jackie Mold

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Our Goal

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How

We are contacting agencies who fit the profile

Recommendations

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Using!

FACEBOOK TWITTER

LINKEDIN EMAIL

IQCSNew Website

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You can help! Spread the word!

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IQCS Website– Volker Balk

IQCS AGM 2013

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IQCS.org

Visitor Statistics October – November Around 500 Visitors/1800 Page Views

Members Directory 38%

Standards 20%

Newsletter 19%

Countries: UK, US, Germany, Italy, France, Spain, China, India.

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IQCS.org

What’s new?

Content reviewed

Standards available in viewer

New pages

Hot Topic section

New members directory implemented

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IQCS.org

New Members Directory

Cleaner design

Fully manageable by members

Improved search function

Faster

More secure

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IQCS.org

Any suggestions? What would you like to have implemented?

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Financial Statementsending 30th April 2013

Our accountants Tudor John compiled and verified our financial statements in accordance with the Companies Act 2006

A copy of the financial statements were sent via e-mail to all IQCS members companies

2012/2013 financial year saw a deficit of £2,856

Leaving a total of £13,750 in Member’s Funds

Our solicitors are DMH Stallard

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Everything you always wanted to know about the

– Claire Harris and Pat Molloy

IQCS AGM 2013

*

But were afraid to ask*

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The MRBA

Market Research Benevolent Association The market research industry’s charity

– Registered Charity: 274190 Founded in 1977

Provides financial relief and assistance to people who are experiencing financial distress …

sick, bereaved, injured or afflicted by other misfortunes who are/have been engaged in market research or

related activities support to their immediate families and dependents

An independent charity Funded by donations from across the MR world

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Challenges

Continues to need to make itself much better known across the Industry

Uncertainty and misperceptions about what it can do and for whom

Reluctance to ask for help pride, embarrassment, confidentiality, uncertainty

Requirement for MRBA to offer advice as well as financial assistance

Many people willing to donate - but have not been asked

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Relief and assistance

Grants and interest free loans – 2012/2013 ~ £33K on charitable activities– Deficit

Have assisted in other ways, including help with: recuperative breaks, wheel chairs, stair lifts, home

dialysis machine, Xmas boxes Mentoring and friendship:

help to get back to work; offering advice; staying in touch

Has helped hundreds of people over the last 30 years Allocated over £500,000 in grants during first 25 years Plus around 10 – 15 interest free loans at any one time

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Dispelling the myths

Neither part of nor responsible to MRS

Don’t have to be an MRS Member to benefit

Don’t have to be in dire straights

Can have worked in MR research in any capacity

Can help immediate family & dependents

No one else will know – discreet and confidential

Advice and support can also be given

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Who we are and how it works

Management Committee (Most of whom are Trustees) Ian Brace (Chair) Marian Stringer (Nat. Cases Manager) & Mary Williams (Assistant) Linda Henshall Justin Gutmann Margery Hancock Sue Robson Nick Palmer Claire Harris Pat Molloy Danielle Scott (Secretary / Treasurer) Regional Welfare Officers

Applicants normally to have worked in MR for at least two years Applications assessed by Welfare Officers & Cases Manager Then discussed by management committee Confidentiality and anonymity at all times

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Some examples (name changed)

Barbara has been an interviewer for over 20 years but recently been ill, was unable to work for a time and got into serious debt

Back at work and cut down on expenses but still needed to run a car for work

MRBA funded repairs to the car, given some extra money to clear some debts

“I don’t know how I would have managed if it wasn’t for the MRBA….. It’s also just been nice to have someone to share my problems with”

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Mary began her career in the fashion industry but turned to market research when she had a young family

This led to work on the field management team for a large company

Now retired and coping with various health issues, including worsening osteoarthritis

MRBA helped financially to install a walk-in shower

“Having this shower makes such a difference to my quality of life and I’m so incredibly grateful”

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Jason was an interviewer for over 10 years, then developed depression

Found it impossible to go out, meet people and interview them

Someone at work mentioned the MRBA The Regional Manager met him and was, he

said “incredibly friendly and helpful” MRBA gave some money to tide him over and

also offered a small loan which Jason paid off once he was better

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Impact

“I can’t tell you how much it means to know someone out there actually cares.”

“I was so grateful and relieved. All I wanted to do was to give Marian the biggest hug in the world! She was just wonderful – a real treasure! The funds arrived quickly – it all just happened. I was very impressed.”

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Spreading the word- fund raising activities

Sponsorship Auctions Competitions Raffles and prize draws Fundraising events Donations Dividends and interest (Improving

recently) Membership (Friends, Patrons)

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Friends and Patrons Campaign

We have 4 different categories:

Individual friends (min £25/yr - price of a latte per month)

Lifetime friends (min £250 one off)

Corporate patrons (min £500 per year) Now 24 Corporate Patrons !!

Corporate Friends (min £100 per year)Now 8 Corporate Friends

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Spreading the word- further publicity

Leaflet and Card Information about the MRBA and Helpline service Tel number: 0845 652 0303 Website: www.mrba.org.uk Email address: [email protected]

Information sheet (ideal to send with IID cards) 1st ever event for Friends on November 26th Badges for websites Advertising Presence at conferences and other industry events Website links MRBA Matters (Biannual Newsletter) Tell your industry friends and colleagues about us! Ask them

or their companies to join up!

interviewer quality control scheme

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