Quality Policy & Our Practices

The quality of conducting interviews has long been a concern of EFG/MV2 Group since its beginning, as it is the foundation for gathering reliable and relevant data. EFG therefore has protocols for checking the reliability and quality of interviews, which are refined and strengthened over time for the following reasons:

• The growing refinement in how data is used, which goes hand in hand with increasing requirements from customers
• The nature, size and subject of surveys, which requires data to be collected in more and more reliable and precise manner
• The possibility of using computer systems, like CATI system, to check collected data

Interviewer training & Monitoring Interview

Interviewers working on a project are briefed on fieldwork dates, sampling procedures, quotas, methodology, special requirements of the project and instructions/conditions for administration of the questionnaire. All the questionnaire structures and skip logics are gone through. The interviewers are also trained by giving them concrete examples of respondents’ answers.

We also use the role playing game methodology to make interviewers practice the questionnaire (alternatively 2 interviewers role play as interviewer vs respondent in order to become very comfortable with the CATI).

Interviewers are regularly monitored by their supervisors and by computer monitoring their work.

Supervisors listen to all of the interviewers on their team (consisting of 8 people) at least once per session for the entire length of a questionnaire. These can be recorded and used for training purposes.

Each monitored interview is analysed by the supervisor using a listening sheet.

During the session, the supervisor listens to each interviewer at least once (twice for new interviewers).

The listening sheet contains the following sections:

• Introduction
• Seeking out a good participant
• Quality of setting appointments
• Following the script
• Quality of follow-up calls
• Quality of collecting responses to open-ended questions
• Neutrality
• Quality of data input
• Courtesy during rejection
• Conclusion, saying goodbye
• Reading and flow
• Listening and availability
• Friendliness, courtesy
• Pronunciation, diction
• Tone

Each section is marked on a 5-point scale (very good, good, average, poor, very poor).

The monitored interview is also followed on a screen to ensure that the survey responses are all properly coded and also to check the input in text fields.

At any moment, the supervisor can direct the interviewer to be sure that the procedures for following the questionnaire are being applied correctly.

For a satisfaction survey, it is imperative that the interviewer asks questions to the person who has actually been in contact with the client.

We are particularly careful about this, and we carry out special monitoring to check this background information.

Call backs questionnaire & Verification report

“Good morning/afternoon Mr/Mrs …..

You have recently been interviewed by one of our interviewer. We are calling you today as a part of our quality control process. Could you please kindly answer to the following question in order to help us to check the quality of our interviewer’s work ?

Did you use any repair or exchange services within the last 12 months with one of your electronic products ? Yes/No

If Yes, which kind of product ? And could you please kindly give me the detail of this product : Product type? Brand? Warranty status?

How this product have been repaired (check service type) and when was it ?

And do you have any comment/anything else to report concerning our interviewer’s work ?”

COMPUTERIZED MONITORING OF PRODUCTIVITY – INDEX

Number of questionnaires completed, length of surveys, number of calls made, etc.) and the quality of the fieldwork (number of refusals, off-target, etc.) by interviewer are published and analysed by our Production Director.
This makes it possible to perform a (quantitative and qualitative) overall analysis of productivity. They are reflected on different spreadsheets:

• the spreadsheet for monitoring interviewers, broken down by interviewer and for the entire room: the number of questionnaires completed, the number of No Answer / Line Busy, etc.
• the spreadsheet calculating the Don’t Know scores and monitoring deviations by interviewer,
• frequency distribution tables for monitoring and overseeing some questions in particular (ex: proportion of responses to open-ended questions).

All of these spreadsheets are analysed by the room manager in order to identify the interviewers who causes a problem and to anticipate production slowdowns.

To ensure the quality of the information gathered, we RESUME the devices that guarantee the high quality of work conducted in the field.

ELEMENTS ENSURING QUALITY – MANAGEMENT

A dedicated project team with significant experience with :

• Verification procedures for the upstream phase: processing files, programming questionnaires
• A recruitment system guaranteeing a low turnover rate
• Survey-specific training, establishment of a training manual
• Extremely well supervised interviewers: 10% supervision, a field manager, a project manager
• Interviewer monitoring performed by listening in and also by statistical monitoring
• Weekly reporting of results to client
• A highly effective CATI system that requires every entered response to be validated, ensuring traceability for each call
• Spot checks in the field – key questions used for callbacks process