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© IQCS 2013 1
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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Inspection results (For 2014 membership)
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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Inspection results (For 2014 membership)
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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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2013 Standards Revisions
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…
gill.wareing@ntlworld.com
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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 report– Jeremy May
IQCS AGM 2013
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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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MRS CPA Operations Network– Richard Sheldrake
IQCS AGM 2013
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AQR Update– Liz Sykes
IQCS AGM 2013
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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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Some examples (name changed)
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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Some examples (name changed)
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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Friends and Patrons Campaign
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New Website – Launched November 2013
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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: info@mrba.org.uk
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!
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Donations !
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Thank you!
www.mrba.org.uk
The Market Research Benevolent Association
0845 652 0303