Quality Assurance

An interviewer is the source of quality for a CATI interview. Their conduct on phone, while speaking to the respondents, must reflect ethics and professionalism. Our staff recruitment process and subsequent trainings are designed to yield the best interviewers in field gathering the data you expect them to collect.

All our moderators are graduates or above with proficiency in IT, Finance, Business and more. They go through a rigorous 2 weeks training when coming on board. This is followed by quarterly refresher trainings and subsequent assessments. There are call calibration sessions where interviewers are made to listen to interview calls and identify the best practices and ultimately coached to clasp them.

For every survey we execute, our interviewers go through a 2 days training on the survey instrument followed by mock call sessions. Mock call sessions are organized with senior managers acting as potential respondents and feedback is given real time to ensure corrections are made before the interviewers are live on calls.

We have a dedicated team of analysts responsible for monitoring all the surveys that are being executed. Any and every survey being executed is under the monitoring of our “Voice Quality” analysts. There are numerous parameters on which any interviewer is adjudged for consistency on quality. We monitor 50% of all completed interviews in any survey in ways as below:

• 10% of all completed interview calls are audited by analysts.
• 10% of screening calls are audited.
• 5% of all completed interviews are back-checked where one of the Quality Analysts would call the actual respondent for confirmation of participation and feedback for the interviewer.
• 75% of all completed interviews are checked for call duration. Any interview not meeting pre-defined LOI average of the survey is flagged and audited to examine any errors.

Appropriate measures are taken for recruitment of respondents in our panel. However, we give more attention to quality once the data is collected to ensure you only have the best of survey results.

We have pre-formulated process which is followed to scan all interview data collected online. Our quality assurance includes checks such as but not limited to:

Trap Questions – to ensure the respondents are actually reading and answering all questions carefully.

Speeders–to ensure the respondents are not justrunning through the questions and giving time to read and understand what’s being asked.

Open End responses–are reviewed and only those which makes sense are included in the final responses. All junk or nonsensical data is discarded.

IP Addresses–are checked to ensure no respondent/ organization participates more than once in any survey.

Unique RID–are passed on all studies, irrespective of being programmed by us or not, to ensure no respondent enters the survey twice and ensuring unique dataset.