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Tag: interview

Extending Your CATI Reach

November 2, 2020

In the vast and varied world of market research data collection, one of the most time tested methods of administering surveys is with live agents over the phone, also known by the acronym CATI (Computer Aided Telephone Interviewing). Before the rise of the smart phone, targeting and interviewing random representative samples of respondents in the geography of your choice was relatively easy to do.

As we all know, the only thing that remains the same is the consistency of change.  As Americans transitioned to cell phones, and later, internet connected smart phones, the CATI playing field experienced significant changes. Things became a bit more complicated for researchers. Unscrupulous telemarketers inundated consumers and businesses alike with irritating calls day and night resulting in declining response rates. New laws were passed to regulate the use of automated dialers to contact cell phones.  With phone number portability, easy geographic targeting of phone lists via the North American Numbering Plan, was no longer dependable. The task of accurate sampling grew more complicated and costs were on the rise.

Fortunately, internet based respondent panels arrived to help fill the void, providing an inexpensive alternative to telephone survey research. Although cost effective, online panel had limitations too, particularly when targeting a tight geography, a low incidence audience, or an under-represented population. Often in such circumstances, feasibility became an issue.

New technology may provide the answer to this dilemma. New to the scene, platforms such as Logit’s Mobile360 allow SMS-to-web interviewing as an alternative, providing cost effective access to respondents via phone contact lists. Using this approach, cell phone respondents are invited to an online survey via TCPA compliant SMS invitations. This novel approach offers the comparative benefits and flexibility of sampling via random or listed contact numbers.

As an example of the powerful new options an SMS approach brings to the table, Logit’s Mobile360 platform allows for surveys to be deployed in a multimodal context with SMS-to-web fielding in conjunction with live agent CATI and/or internet panel. Quotas can be set and managed by contact method and invitations can be customized according to list information. If panel is being utilized, IP controls will screen out duplicate respondents before they enter the survey.

For B2B projects requiring a high degree of respondent verification, live dialing can be used for prescreening and validation, with a survey link then being delivered real-time. Such an approach can also be used as a method of screening for more involved respondent exercises such as MaxDiff, Conjoint, or Online Bulletin Boards.

As we see, when paired with new interviewing options available via SMS-to-web, CATI interviewing is often the most viable approach to solving your data collection challenges. If you have not yet explored hybrid contact strategies, perhaps it is time to take a deeper look.

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Chris Connolly Headshot

Chris is persistently focused on providing superior value and experience for each client relationship. With over 20 years of industry experience serving in leadership roles for both technical groups and project management teams, he has a proven track record of success.

Unmasking Qualitative Interviewing

October 15, 2020

The Covid-19 pandemic has now been with us for over half a year and looks likely to affect everyone, both personally and professionally, well into 2021. Without question, the corona virus has been an uber-disrupter forcing changes in just about every industry one can think of. When looking at the pandemic through the lens of the insights industry, for obvious reasons, one of the most affected areas of practice has been qualitative research. Even before the pandemic hit, virtual approaches to qualitative fieldwork had been growing in prevalence.

With the adoption of digital now being almost complete within our society, researchers can readily find respondents from previously out-of-reach demographic groups. Previously off-grid older aged, rural, and/or lower income individuals are now connected and comfortable having conversations via digital interfaces. This has afforded researchers faster and cheaper options for qualitative fieldwork. Gone are the days when everyone needed to invest the time and expense of traveling to a facility for face-to-face sessions. With the new logistical and ethical concerns brought into play during this Covid Age, the use of online qualitative platforms has only grown.

Along-side our clients, The Logit group has navigated the new qualitative fieldwork landscape. We’d like to take a moment to bring to your attention to some of the platforms used for virtual IDIs and focus groups coming into play commonly on our joint qualitative initiatives. Although not a comprehensive list, what follows is a summary of platforms we’ve grown familiar to.

Zoom – This is the cheapest and most readily accessible option currently out there for researchers. Zoom can be easily deployed to geographically dispersed individuals via computer, tablet, or mobile device. To make respondent scheduling simple, Zoom offers streamlined calendaring, allowing the user to schedule or start meetings from Outlook, Gmail, or iCal. Further, Zoom offers secure recording of sessions and supports the sharing of HD audio and video. Given the broad use of Zoom, many respondents are quite familiar with the interface which reduces the chance technical frustrations as part of the respondent experience.

FocusVision – InterVu – This platform enables live online focus groups or webcam interviews using two-way audio and video. Groups can accommodate up to 8 respondents plus the moderator. The platform includes the option of a remote ‘backroom’ for observers and clients. Those in the backroom are able to chat with the moderator and register time stamps synced to the recording which can speed analysis after sessions are complete. A unique feature offered by InterVu is facial recognition software intended to identify ‘professional respondents’.

20/20 Research – QualMeeting – Providing researchers the ability to conduct “face-to-face research” with participants from anywhere in the world, QualMeeting pairs web-cam technology and video streaming with a number of proprietary tools for specialized analysis. The platform can support customizable designs for stimuli and screen sharing. Also, the proprietary video portal provides the capability of creating searchable transcripts that link seamlessly to the related clips.

Logit Go – As a fully integrated turnkey qualitative solution, Logit GO, provides a flash-free video solution built for market research interviews with extensive white labeling/branding capabilities. Researchers can conduct In Depth Interviews (IDI’s) or connect with up to 8 participants simultaneously while client observers can discuss the group and provide feedback to the moderator privately from the group discussion. The platform is conveniently accessible and possesses robust browser support. Additionally, moderators can deploy an intuitive screen-share feature which allows respondents to share their online activities quickly and easily. For added convenience, the GO 2.0 Board video recorder features automated audio quality checks. GO 2.0 also offers improvements to the video tagging and clipping interfaces, allowing the user to efficiently create highlight reels from video collected from any source.

Important to note, aside from Zoom, each of the aforementioned platforms provide live support to help respondents get connected and navigate tech glitches, giving moderators the freedom to remain attentive the conversation.

As insights teams execute qualitative fieldwork while navigating a playing field where face-to-face in-person interviewing continues to present difficulties, we see yet again, technology has a way of filling the void and presenting new opportunities to make our work efficient, accurate, and cost effective.

When considering your next qualitative research project, rest assured that The Logit Team understands the tools of the trade and has the experience to help you execute effortlessly.

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About Chris Connolly, VP Research Services

Chris Connolly Headshot
Chris is persistently focused on providing superior value and experience for each client relationship. With over 20 years of industry experience serving in leadership roles for both technical groups and project management teams, he has a proven track record of success.

Re-shaping Our Face-to-Face Protocols

June 18, 2020

The past several months has been a trying and disruptive period, both for our industry and the world.  As the curve starts to level, more and more economic areas have begun the process of re-opening, marking both opportunities and challenges for us conducting in-person research.

Since March, many of us in the research world have closely monitored the recommendations of both our government and medical experts.  Social distancing, disinfecting processes and general greater sense of awareness in public places have become the new norms.  As consumers and research participants emerge from self-isolation into the new world, it’s important to balance our research needs with the safety and peace of mind of participants.

Our ‘COVID19 Omnibus’ showed us that a majority of participants recognize the importance of sharing their opinions at this critical time, and largely feel that now is an appropriate time to participate in research. As research leaders, it is our responsibility to ensure that appropriate quality control & safety measures can both still be implemented.

As we transition back from the lockdown, it’s important to take the following steps to ensure the health and well being of not only respondents but also supporting employees as it pertains to in-person research.

In-Person Facility Best Practices:

To ensure the safety of all individuals participating in research at in-person facilities, it’s important to ensure the following conditions are met:

  • Sanitize the equipment and furniture before each shift
  • Have respondents do a temperature check at check-in
  • Ensure that mask & sanitizing/washing stations are available for respondents & staff
  • Have respondents sign a travel & symptom waiver before entering the interviewing area
  • Ensure that desks / chairs follow Social Distancing rules – minimum 6 feet apart
  • Utilize floor signs as reminder of social distancing rules
  • Limit the number of participants in a room at any one time – with a staggered entry
  • Reconfigure facilities to ensure proper distancing between respondents & staff
  • Use an electronic sign in and sign out for the respondent
  • No hand-outs, all concepts / hand-outs will be presented electronically
  • Product will be served in individual self-serve units only
  • If utilizing HUTs after in-facility interview– sanitized product containers should be placed in carry out bags for respondents to take home.
  • For HUTs without in-facility interview – respondents should be pre-screened by telephone/on-line before being mailed/couriered the product to their home in a sanitized container.
  • If client viewing is required, a second room with monitors or virtual monitoring should be utilized.

In addition to the safety of respondents, it’s also important to consider the health and well being of employees supporting the research. The following should be used as best practices when conducting research in person.

Staff Best Practices:

  • Measure and report staff temperature before coming in for each shift
  • E-mail/text a daily travel & symptom waiver before coming in for their shift
  • Wear masks and gloves where possible, always while at the facility
  • Sanitize/wash hands frequently and after every interview
  • Always maintain social distancing rules – minimum 6 feet apart
  • Sanitize tablets / computers after each interview
  • For product test – materials (plates, cutlery etc.) are one time use only

The post COVID-19 world will be a vastly different one for in person interviewing.  However, by following some of the best practices above we can ensure that both respondents and staff are able to conduct in person research in a safe and secure environment.

 

About Aref Munshi

Aref Munshi  

As Vice President, Sales & Research Services for The Logit Group, Aref Munshi’s main responsibility is managing existing clients. In his current role, his main responsibilities include managing existing clients, where he is a client advocate and research problem solver; he has been providing qualitative and quantitative support services to clients across the healthcare, consumer & business industries. With over 30 years of data collection experience, Aref’s strength is his holistic market research skill set.